The two halves
The inbox is where your team works. Conversations arrive from every connected channel, get assigned to an agent, and are answered in one place. Nobody needs the password to your WhatsApp account or your Facebook page. The CRM is what the inbox writes to. The person messaging you becomes a customer record; an opportunity becomes a lead moving through pipeline stages; calls and meetings are logged against them. So the history of a deal and the messages that produced it live together.What people use it for
Shared team inbox
Several agents answering one WhatsApp number, without sharing a phone.
Sales pipeline
Turning conversations into tracked deals with an owner and a value.
Broadcasts
Messaging many customers at once over WhatsApp, SMS or email.
AI agents
A bot that answers common questions and hands over to a human when needed.
Automations
Rules that fire on a message, a new lead or a stage change.
Reporting
Response times, agent activity, where deals are getting stuck.
Getting going
1
Create or join a workspace
2
Connect a channel
Nothing arrives until a channel is connected — start with
Connect a channel.
3
Invite your team
Add people and give them roles: Invite your team.
4
Decide how chats are shared out
The defaults are sensible, but worth understanding:
How assignment works.