Conversations CRM
The Conversations CRM is a unified inbox and customer relationship layer built into Pulse. It connects social channels (WhatsApp, Instagram, Facebook Messenger, Telegram, live chat) into a single agent workspace with assignment, SLAs, chatbot automation, and CSAT tracking.
Key features
| Feature | Description |
|---|---|
| Omnichannel inbox | All conversations across channels appear in one unified view. Agents can reply to WhatsApp, Instagram DM, Telegram, and live chat from the same interface. |
| Live Chat widget | Embeddable widget for websites and mobile apps. Fully customizable from the dashboard. |
| Agent management | Invite agents, assign roles, set availability, and route conversations based on load or skills. |
| Chatbot rules | Keyword-based or trigger-based auto-responses. Supports first-message greetings, keyword matching, no-agent fallback, and broadcast rules. |
| SLA policies | Define first-response and resolution time targets. SLA violations are flagged in the inbox. |
| CSAT surveys | Automatic satisfaction surveys after conversation close. Responses are tracked per agent and over time. |
| Knowledge base | Internal article library for agents to reference or share with customers. |
| Quick replies | Pre-written response templates agents can insert with a shortcut. |
| Pipeline & deals | Kanban-style sales pipeline with deal tracking, stages, and revenue forecasting. |
| Accounts | Company-level records that group related contacts and deals. |
| Full-text search | Search across all conversations, contacts, and message content. |
Architecture
The CRM operates as a sub-application within Pulse with its own layout and navigation. It shares the workspace's customer records but adds CRM-specific entities:
- Conversations — Thread between a customer and your team, scoped to a channel.
- Conversation messages — Individual messages within a conversation (inbound/outbound, text/media).
- Social channels — Provider connections (WhatsApp Business API, Instagram Graph API, Telegram Bot, live chat).
- CRM agents — Workspace members with CRM access and a configurable role (agent, manager, admin).
- Deals — Revenue opportunities tracked through pipeline stages.
- Accounts — Organization-level groupings for B2B relationships.
Getting started
- Navigate to the CRM — Click "Conversations CRM" in the main sidebar or go to
/crm. - Set up channels — Go to Admin → Channels and connect your messaging providers.
- Invite agents — From Admin → Agents, invite team members or grant CRM access to existing workspace members.
- Configure the chat widget — Under Admin → Chat Widget, customize the appearance and install the embed snippet.
- Create chatbot rules — Set up auto-responses under Automation → Chatbot Rules.
- Define SLAs — Under Automation → SLAs, create response-time policies.
Channels
Each channel connects an external messaging platform to the CRM inbox.
| Channel | Setup | Notes |
|---|---|---|
| WhatsApp Business | Requires Meta Business verification, WhatsApp Business API access, and a phone number. | Supports message templates (pre-approved by Meta) for outbound. |
| Connect via Facebook Login. Requires an Instagram Professional account linked to a Facebook Page. | Receives DMs and story replies. | |
| Facebook Messenger | Connect via Facebook Login with pages_messaging permission. | Full send/receive. |
| Telegram | Create a bot via @BotFather and enter the token. | Supports text, images, documents. |
| Live Chat | Automatically created when the widget is first used. No external credentials needed. | Customizable from the Chat Widget page. |
Live chat widget
The embedded chat widget is the primary real-time channel for websites and mobile apps. It supports:
- Full color and appearance customization from the dashboard.
- Pre-chat forms to collect visitor information before starting a conversation.
- Welcome and offline messages.
- Auto-open behavior with configurable delays.
- Sound notifications for new messages.
- "Powered by" badge (optional).
See the Live Chat SDK documentation for integration details.
Chatbot rules
Chatbot rules provide automated responses without requiring a dedicated AI service. Each rule has:
- Trigger type —
first_message,keyword,no_agent, orall. - Channel scope — Restrict to specific channels (e.g., live_chat only).
- Priority — Lower number = higher priority. First match wins.
- Response text — The auto-reply message body.
- Active toggle — Enable/disable without deleting.
SLA policies
Service Level Agreements define response and resolution time targets:
- First response time — How quickly the first agent reply should be sent.
- Resolution time — How quickly the conversation should be resolved/closed.
- Priority levels — Different SLA targets for different priority tiers.
- Business hours — SLA timers can pause outside working hours.
CSAT
Customer Satisfaction surveys are triggered after a conversation is closed. Visitors rate their experience on a 1-5 scale and can leave an optional comment. Metrics are tracked per agent and aggregated on the CSAT dashboard.
Pipeline & deals
The CRM includes a lightweight sales pipeline:
- Stages — Customizable pipeline stages (e.g., Lead, Qualified, Proposal, Won, Lost).
- Deals — Individual opportunities with value, owner, expected close date, and linked contact/account.
- Kanban view — Drag-and-drop cards across stages.
- Revenue metrics — Pipeline value, win rate, and average deal size.
Access control
CRM access is managed separately from workspace roles:
- Agent — Can view/reply to assigned conversations, see contacts and knowledge base.
- Manager — Can assign conversations, view all agents' work, manage chatbot rules and SLAs.
- Admin — Full access including channels, agent management, widget configuration, and CRM settings.
CRM access is granted from Workspace Admin or CRM → Admin → Agents.