Skip to main content
From Settings → CRM you can create and manage a custom CRM for each customer directly within the Multi-agent Panel (MAP). This CRM adapts to the operation and defines what information operators must record during a conversation.

​
Scope of configuration

The CRM can be configured in different ways depending on the business need:
  • General configuration per channel
  • Specific CRM per team
This allows different teams to capture different information depending on their role or type of support. For example, a sales team may need different fields than a support team.

​
How to create CRM fields

Each field you add must be configured with:
You can create as many fields as the operation requires.
1

Define the field name

Assign a clear and descriptive name that indicates what information should be captured.
2

Select the field type

You can choose from:
  • Text
  • Options menu
  • Paragraph
  • Date
3

Define the field format

Depending on the type of information, you can apply a format:
  • Text
  • Email
  • Number
4

Configure validations

You can define rules such as:
  • Minimum and/or maximum number of characters
  • Required or optional field

​
Benefits of using the MAP CRM

Information centralization
All customer data is captured and accessed without leaving the support flow. Standardization
Operators record information under the same criteria, reducing errors. Greater efficiency
Fewer external tools and fewer context switches. Better traceability
Structured information enables reporting and pattern detection. More consistent experience
The operator has full context and avoids repeating unnecessary questions. Flexibility
You can adapt the CRM per channel or per team depending on the operation. A well-configured CRM turns every conversation into structured information, ready for analysis and continuous improvement.