ConnectGain — Complete Marketing & Feature Fact Sheet

Version: 7.16.0 Last Updated: November 2026 (reconciled against the codebase 2026-11-04) Status: Production Ready

This document is the single source of truth for what ConnectGain does. Every feature, every module, every screen — all in one place. Per-feature how-to guides live in the User Guide; this doc tells you what exists, those tell you how to use it.

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Features at a Glance

Area	Feature	Detailed how-to
Conversations	Unified Inbox, Messages, Templates, Channels	inbox · messages · templates · channels
CRM	Contacts, Companies, Deals, Tasks	contacts · companies · deals · tasks
Marketing	Campaigns, Sequences, Social Media Planner	campaigns · sequences · social-media-planner
Automation & AI	Bot Flows, Automations, AI Re-Engagement, Reply Assistant	bot-flows · automations · ai-reengagement · reply-assistant use cases
Telephony	SIP Softphone, Call Intelligence, Yeastar PBX import	call-intelligence
Meetings (Beta)	Meeting recording, Minutes of Meeting, Meeting Assistant for Zoom, per-person Pro / Enterprise / Enterprise+ plans	—
Scheduling	Calendar, Bookings, Public booking page, Shared organization calendar, Zoom sync	scheduling · bookings
Insights	Dashboard, Analytics, Sales Report	dashboard · analytics · sales-report
Operations	Projects, Support Tickets, Attendance	projects · support-tickets · attendance
Admin	Settings, Team, Permissions, Two-factor authentication, Active sessions, Export permissions	settings · team
Internal	Team Chat (DMs, group channels, broadcast to several colleagues)	—
Product updates	Release notes, in-app "what's new", weekly product update	—
Try before you buy	Demo mode — read-only, populated with sample data	—
Testing & Ops	Channel Simulator, Flow Executions, AI Usage & Logs	—
Commercial	One Billing area (Stripe · Kashier EGP with renewals and InstaPay · Salla · Zid · Shopify), AI Consumption, WhatsApp Usage & Fees, Partner (distributor) portal	—
Developer	API, Webhooks, Architecture	API · Webhooks
Automation ideas	Automation Use Case Library — ready-made recipes	in this doc

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Table of Contents

1. Executive Summary
2. Core Platform Features
3. Screen-by-Screen Feature Breakdown
4. Supported Channels
5. CRM Capabilities
6. Scheduling System
7. Automation & Workflows
8. AI-Powered Features
9. Analytics & Reporting
10. Team Collaboration
11. Integration Capabilities
12. Security & Compliance
13. Automation Use Case Library
14. How ConnectGain Is Delivered
15. How ConnectGain Compares
16. Industry Use Cases

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Executive Summary

ConnectGain is a comprehensive customer engagement and CRM platform that unifies multiple messaging channels into a single, powerful interface. Designed for businesses of all sizes, ConnectGain combines customer communication, sales pipeline management, automation, AI-powered insights, and analytics into one seamless platform.

Backed by 10 years of experience in the automation industry. ConnectGain is not a first attempt — it is built on a decade of running real messaging, marketing, and automation systems for businesses across the region. Most customers are live and answering real conversations within hours, with no developers and no engineering project.

Why Teams Choose ConnectGain

The short answer to "why ConnectGain?"

1. Live in hours, not months — with no developers. Connect your channels, switch on the AI, and start answering real customers the same day. No IT project, no integration budget, no engineering team. Backed by 10 years of experience in the automation industry — this is not our first build.
2. One platform instead of four. The AI agent, the shared inbox, a full CRM and sales pipeline, the phone system with call recording and analysis, appointment booking, and marketing campaigns — one product, one bill, one supplier to call.
3. Your AI, your way. Let us supply and bill the AI so you never think about it, or bring your own AI key and keep complete control of your data and costs. Switch between the two whenever you like.
4. A phone operation, hardware included. We can supply the call-centre hardware on a monthly charge — you just bring your SIM card. Every call is then recorded, transcribed, summarised, and quality-scored automatically.
5. Your data can stay in your building. Call AI can run entirely on your own hardware, so recordings never leave your premises. For banks, brokerages, and clinics, this usually decides it.
6. Your AI can actually talk. Live spoken conversations in 12 languages that capture the customer's details as they speak — not a robot reading text aloud.
7. Built for this region. Full Arabic interface across 14 languages — with Arabic and Urdu both laid out right-to-left — Arabic-language AI summaries, and payment by Egyptian card and EGP invoicing (InstaPay for workspaces we switch it on for) — no US card required.
8. Your account is yours alone. Turn on two-factor authentication with an authenticator app, see every device signed in to your account and sign any of them out, and decide per person who is even allowed to download your customer data.

Key Value Propositions

• Unified Inbox - Manage all customer conversations from WhatsApp, Messenger, Instagram, Telegram, Email, SMS, LinkedIn, Shopify Inbox, and Web Push in one place — including comments left on your Facebook Page posts, which arrive as conversations you can answer like any other
• Facebook Comment Automation - Auto-reply publicly to Page comments and auto-send the commenter a private DM with a call-to-action button, in a single automation rule
• Keep WhatsApp on the Phone and in ConnectGain - Connect the number you already use in the WhatsApp Business App and carry on using the phone exactly as before, with every chat mirrored into the shared inbox. Connecting an existing Business App number costs nothing, and the chat history it brings with it is never counted as usage
• 72-Hour Reply Window on Click-to-WhatsApp Ads - A customer who reaches you from a click-to-WhatsApp ad can be answered with a free-form message for three days, not one — so an ad enquiry that lands on Friday evening is still answerable on Monday
• Meetings & Minutes of Meeting (Beta — Appgain staff and workspaces we switch it on for, plus a per-person subscription) - Record an in-room meeting from the browser, get it transcribed and summarised, and hand out a proper Minutes of Meeting document: attendees, agenda, discussion, decisions, action items and risks. Anything you edit by hand is kept when the AI regenerates the rest, and a meeting can hold several recordings that play and transcribe as one
• Meetings, Bought Per Person (Beta) - Meetings is no longer one switch for the whole workspace: each person who needs it activates their own seat in Settings → Meetings and picks a plan — Pro ($14/user/month), Enterprise ($21) or Enterprise+ ($28), each about 25% cheaper paid annually at $11, $16 and $21. Every plan gives unlimited meetings of up to 3 hours 20 minutes each; Enterprise adds video playback alongside the transcript and auto-generated highlight reels, Enterprise+ adds data-retention controls and SAML single sign-on. A seat works whatever plan the workspace is on — including Free, and it goes on the payment method the workspace already uses
• ConnectGain Meeting Assistant for Zoom (Beta) - Our assistant joins your Zoom meetings as a visible participant, records them, and files them in Meetings with a transcript and minutes — including free Zoom accounts, which cannot record to the cloud at all. It joins every meeting on a connected calendar or booking automatically, or just paste a link; each person chooses whether it joins everything or only what they organise, and any single meeting can be skipped
• Partner Programme - A portal of their own for distributors and resellers: register deals, bring in affiliates (each starts on the Free plan, and its owner builds the team from there), and keep their pipeline separate from everyone else's
• WhatsApp Usage & Fees - What Meta actually charged you, by day, by number and by country, next to the conversations that caused it — so a WhatsApp bill is finally something you can check
• Download It as a Report - AI Consumption and WhatsApp Usage both export to CSV for your spreadsheet and to a branded PDF you can forward to finance
• AI Voice Agents - Live spoken conversations in 12 languages that capture the customer's details as they speak
• AI Call Center - In-browser SIP/WebRTC softphone with multi-line support, feeding straight into AI transcription, diarization, QA scoring, and compliance surveillance
• AI Conversation Summaries - Interval, idle, and on-close summaries with key points, action items, customer intent, outcome, and sentiment — written in the conversation's own language
• Team Chat - Internal DMs and group channels inside the CRM, next to the records the team is discussing — every group shows who created it, you can broadcast a message to up to 5 colleagues at once, and you choose how much history a new group member can read
• Channel Simulator with Share Links - Test any bot flow end-to-end and send a working demo link to the client for sign-off before go-live
• Telegram Personal-Account Mode - Connect a real Telegram account and bring your existing chat history with you — something bot-based products cannot do
• Your AI, Your Way - Let us supply and bill the AI, or bring your own AI key for full data control and transparent costs — switch whenever you like
• AI Consumption - One page showing what AI costs your organization, broken down by feature and by model with a daily spend chart — priced at the real rates of the AI provider each feature actually used
• AI Outage Alerts - If your AI key stops working, the whole team sees a banner and every owner and admin gets an email and a push notification that names the cause and the fix
• Complete CRM - Full-featured customer relationship management with contacts, companies, deals, tasks, and projects
• Scheduling System - Calendly-like appointment scheduling with Google Calendar integration, Zoom integration, custom branding per event type, and automated booking management
• Attendance Tracking - Monitor agent attendance, clock in/out times, online status, and attendance history with real-time tracking
• Tasks to Excel or PDF - Owners and admins can export the tasks matching their current filters as an Excel sheet or a printable PDF, with Arabic and right-to-left layouts handled properly
• Sales Pipeline Reports - Comprehensive sales reports with stage-by-stage analysis, deal value tracking, and CSV export capabilities
• Bookings Management - Centralized booking management system for appointments, meetings, and events with Google Calendar sync
• Deal Ownership Tracking - Complete audit trail of deal ownership changes with duration tracking and automatic reassignment
• Deal SLA Monitoring - Deal-level SLA timers and escalation, provided by the SLA Monitoring add-on
• AI-Powered Customer Bot - Intelligent WhatsApp chatbot that handles customer inquiries using RAG-based knowledge base, with automatic handoff to human agents
• AI Conversation Analysis - Automated interest scoring, sentiment analysis, and conversation insights
• AI Conversation Summaries - Automated AI summaries of conversations, generated by a background scanner and configurable from the "AI Summaries" settings panel
• Contact Enrichment Tools - Enrich contacts with additional data, configured from the "Enrichment Tools" settings panel
• AI Re-Engagement - Automatically re-open Messenger and Instagram conversations before Meta's 24-hour window closes using AI-generated personalised nudges (paid add-on)
• Reply Assistant - On-demand, sales-style reply suggestions for inbox agents, grounded in the org's knowledge base and product catalog and tuned to the org's industry (B2B SaaS, Ecommerce, Tourism). Works with zero setup beyond picking an industry (paid add-on)
• Call Tracking & Recording - Native mobile call integration with automatic logging, outcome tracking, manual recording upload, and call history in contact timelines
• AI Call Intelligence - Every call transcribed automatically with each speaker separated (agent vs. customer), working reliably on mixed Arabic/English speech and getting numbers, prices, and ticker names right. Includes how the conversation actually went (who talked more, longest uninterrupted stretch, how often they swapped, how many questions the agent asked, how patiently they listened), sentiment with a timeline across the call, AI summaries, automatic follow-up tasks, topic tracking, keyword detection, and call categorisation. Call analysis can run on your choice of AI — including entirely on your own servers, so recordings never leave your building.
• Conversation Trackers - Track competitors, pricing, objections, features, and custom topics across every call — both keyword (exact phrase) and smart AI concept detection — with per-call hits and a cross-call Tracker Trends report
• Trade-Call Compliance Surveillance - AI flags market-abuse and conduct risks on broker–client calls (insider info, manipulation, front-running, guaranteed returns, pressure selling, unauthorized trading, missing disclosure, suitability) with severity, speaker, matched phrase and confidence; tracks instruction-vs-recommendation, disclosure coverage, and a 7-year retention horizon
• Agent Call-Handling QA Scorecard - Objective per-call scoring of how well the agent handled the client across five dimensions (professionalism, communication, client-needs handling, market/product knowledge, compliance) with strengths and coaching points
• Coaching Scorecards - Manager scorecard templates with manual scoring or AI-suggested scores generated from the call transcript
• Topic & Keyword Trend Tracking - Structured, normalized topics with category and per-topic sentiment, language detection, top/emerging topics, and "topics driving negative sentiment" reporting
• Manager Agent-Level KPI Reporting - Admin-gated, sortable per-agent view of activity, trading, quality and compliance KPIs with per-agent drill-down
• Call → Deal Revenue Intelligence - Link calls to deals and roll call signals (avg sentiment, resolution, talk time, trackers, recent calls) up onto the deal record
• Call Intelligence Analytics - Comprehensive analytics dashboard with call volume charts, sentiment distribution, agent performance leaderboard, topic & tracker trends, minutes quota tracking, and AI token usage with cost priced at the rates of the AI provider that analysed each call
• Email Integration - Full email sending and receiving capabilities integrated with unified inbox
• Interest Analysis Dashboard - Visual breakdown of hot, warm, and cold leads based on AI conversation analysis
• Agent Performance Metrics - Comprehensive agent performance tracking with deal metrics, response times, and productivity scores
• Sequences (Drip Campaigns) - Multi-channel automated message sequences with Email, WhatsApp Lite, and WhatsApp Cloud support, including AI-generated draft content for step messages in the Sequences builder
• Social Media Planner - Schedule and publish content across Facebook, Instagram, and LinkedIn with a visual calendar, 11 content formats, and automated failure notifications
• Lists (Tag Management) - Visual tag-based contact segmentation and management
• Task Automation - Automated task distribution using round-robin, workload-based, and skills-matching assignment strategies
• Public Sharing - Shareable links for deals, contacts, companies, tasks, and pipeline reports with password protection and access tracking
• Visual Automation - Drag-and-drop bot flow builder with rule-based automations, and a node library that now includes WhatsApp carousels, image quick replies, a shopping cart, product-photo recognition, AI photo analysis and enrolment into a follow-up sequence
• A Catalogue Customers Can Browse in WhatsApp - Carousel and Image Quick Reply nodes turn your product list into swipeable cards and tappable photos inside WhatsApp, paginated with a Show more button, built from live data rather than a hand-written list
• Recognise a Photo of a Product - A customer sends a picture of what they want; the flow compares it against your catalogue and answers with the matching product
• Your AI Agent on Claude or Gemini - The AI Agent node runs on Google Gemini or on Anthropic Claude, your choice per node, with the same tools and the same guard rails
• Share a Flow With Your Whole Workspace - Owners and admins can mark any flow as an organization template, so the next team to need it starts from your version instead of a blank canvas. Ready-made AI Sales Agent and Outreach templates ship in English and Arabic
• One Bot Run per Person per Day - Webhook-triggered flows fire at most once per contact per day unless you say otherwise, so a system that calls you repeatedly can never turn into repeated paid messages to the same customer
• Real-Time Analytics - Comprehensive dashboards with customizable widgets and performance metrics
• Team Collaboration - Role-based access control with granular permissions, assignments, availability management, and team collaboration
• Web Push Notifications - Background push notifications for Android and iOS (PWA) to stay connected even when app is closed
• Cross-Channel Response - Receive messages via one channel and respond via another (e.g., receive WhatsApp Cloud, respond via WhatsApp Lite)
• Ask ConnectGain - In-app technical support agent, in the top bar on every screen, open to everyone on the team. Answers product questions from the official documentation, and looks inside your own workspace to work out why a message did not arrive — tracing a customer's messages, checking delivery, and explaining how your routing is set up. When it reaches the end of what it can verify it raises a support ticket and alerts our team, rather than leaving you to chase it. Voice input, answers in your workspace's language, one-click handover to a human on WhatsApp, and a thumbs-down on any answer that is wrong. Included on every paid plan
• Saved Voice Notes - Record or upload a voice note once, save it to Saved Replies, and let agents send it from the inbox as often as they like — greetings, directions, and pricing explanations without re-recording them
• Saved Videos - Attach a short video (MP4 or 3GP, up to 15 MB) to a Saved Reply, so a demo or walkthrough is one tap away for every agent
• "What did Arwa do today?" - Ask ConnectGain answers it for owners and admins with the actual list: the calls that person made and how each ended, every lead they moved and between which stages, what they opened, closed or deleted, and their own notes, in time order
• Public Booking Page for the Whole Organization - One link that shows everything your organization can be booked for, not just one person's calendar — and a shared organization calendar so bookings land in the diary the whole team watches
• Two-Factor Authentication & Active Sessions - Optional authenticator-app codes at sign-in, and a list of every device currently signed in to your account with a one-click sign-out
• Controlled, Logged Exports - Downloading contacts, reports or conversations is a permission you grant per person. Owners and admins always have it; everyone else only if you say so — and every export is recorded, so you can always answer "who took a copy of this, and when?"
• Nobody From Support Will Ever Ask for Your Password - We say so on the login screen, during onboarding and in every support reply, and we tell you where to report anyone who does
• Call-Centre Hardware, Monthly - We supply the call-centre hardware on a monthly charge; you bring your SIM card and keep your own number
• Enterprise Ready - Scalable, secure, and compliant platform with API access and webhook support

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Core Platform Features

Platform Architecture

• Cloud-Based SaaS - Fully hosted, no infrastructure management required
• Real-Time Updates - Live synchronization across all devices and team members
• Mobile Responsive - Full functionality on desktop, tablet, and mobile devices
• Multi-Language Support - Internationalization (i18n) ready
• API-First Design - Complete REST API and webhook support
• PWA Support - Progressive Web App capabilities

User Experience

• Modern UI/UX - Clean, intuitive interface built with shadcn/ui components
• Dark Mode - Full dark mode support
• Keyboard Shortcuts - Power user productivity features
• Contextual Help - In-app help hotspots and tooltips
• Onboarding Tour - Guided setup for new users
• Customizable Dashboard - Drag-and-drop widgets, custom metrics

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Screen-by-Screen Feature Breakdown

1. Dashboard (/dashboard)

Purpose: Central command center providing real-time insights and quick access to key metrics.

Key Features:

Communication Metrics Widgets: - Incoming Messages - Real-time count of messages received across all channels - Channel breakdown (WhatsApp Lite, WhatsApp Cloud, Facebook Messenger, Instagram) - Click-through to channel settings - Date range filtering (Today, Yesterday, This Week, This Month, All Time, Custom Range) - Comparison with previous period - Percentage change indicators

• Ongoing Conversations - Active conversation count
• Real-time updates
• Period-over-period comparison

• Visual trend indicators

• Unanswered Conversations - Conversations awaiting response

• SLA tracking
• Priority indicators

• Quick action buttons

• Median Reply Time - Average response time across team

• Performance benchmarking

• Historical trends

• Longest Awaiting Reply - Oldest unresponded conversation

• Urgency indicators
• Direct link to conversation

Sales & Deals Widgets: - Won Leads - Successfully closed deals - Value tracking - Period comparison - Conversion metrics

• Active Leads - Deals in pipeline
• Stage breakdown

• Value aggregation

• Lead Sources - Where your leads actually came from

• Reads the Source recorded on contacts and deals, so any source you typed yourself ("Trade show", "Referral — Ahmed") appears here alongside the standard ones

• Source performance and share of total

• Active Deals - Current pipeline value

• Deal count
• Total value

Tasks & Contacts Widgets: - Tasks Overview - Task completion metrics - Overdue tasks count - Completion rate - Priority breakdown

• Total Companies - Company database size

• Growth tracking

• Total Contacts - Contact database size

• Growth metrics
• Period comparison

Custom Widgets: - Create Custom Metrics - Build personalized widgets - Query any database table - Aggregation options (Count, Sum, Average, Min, Max) - Format options (Number, Currency, Percentage, Time Duration) - Custom positioning - Show/hide controls

Performance Charts: - 4-Week Performance Overview - Visual trend analysis - Conversations over time - Deals closed tracking - New contacts growth - Interactive charts

Recent Activity Feed: - Live Activity Stream - Latest platform events - New messages - Deal updates - New contacts - Clickable items for quick navigation - Time-ago indicators

Dashboard Customization: - Drag-and-Drop Widgets - Reorder predefined widgets - Hide/Show Widgets - Customize visible metrics - Date Range Selection - Flexible time period analysis - Today, Yesterday, This Week, This Month - All Time - Every widget counted from your very first record up to today - Custom date range picker - Saved preferences - Widget Management - Add, edit, delete custom widgets

Who Sees Whose Numbers: - Owners and admins see the whole team's figures and can narrow them to any one agent - Everyone else sees only their own work on the dashboard — their own conversations, deals and tasks — so an agent's first screen is about them, not the team

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2. Inbox (/inbox)

Purpose: Unified messaging center for all customer conversations across all channels.

Key Features:

Unified Conversation List: - Multi-Channel View - All conversations in one list - WhatsApp (Lite & Cloud) - Facebook Messenger - Facebook Page comments — a comment on one of your posts becomes a conversation, answered publicly or by private DM - Instagram Direct Messages - Telegram - TikTok - LinkedIn - Shopify Inbox - Email - (SMS is broadcast/sequence-only and is intentionally excluded from the inbox) - Real-Time Updates - Live conversation sync - Unread Indicators - Visual badges for unread messages - Last Message Preview - Quick context without opening - Contact Information - Name, avatar, channel badge, and who owns the contact — shown on the conversation card and in Contact Details, so an agent knows whose customer this is before replying - Status Indicators - Open/Closed conversation status - Channel Badges - Visual channel identification - Sorting Options: - Most recent first (default) - Unread first - Assigned to me - Unassigned - Filtering Options: - By channel type - By status (Open/Closed) - By assignee - By tags - By date range - Search Functionality - Find conversations quickly - Bulk Actions - Select any number of conversations and Mark as read or Mark as unread together — clearing an unread badge that built up overnight is one action, not fifty. Clear all conversations is still available - See Only My Customers - A per-person setting that narrows the inbox and the contact list to the people behind the deals that person owns, so a salesperson opens their own book and nobody else's - Refresh Control - Manual refresh button - Online/Offline Status - Connection indicator

Message Thread View: - Complete Message History - Full conversation timeline - Real-Time Message Delivery - Instant message updates - Message Status Tracking: - Sent ✓ - Delivered ✓✓ - Read ✓✓ (blue) - Failed ✗ - Pending ⏳ - Message Types Support: - Text messages - Images (JPG, PNG, GIF, WebP) - Videos (MP4, MOV, AVI) - Audio files (MP3, WAV, OGG) - Documents (PDF, DOCX, XLSX, etc.) - Location (inbound rendering) - Contact cards / vCard (inbound rendering) - Message Timestamps - Precise time tracking - Sender Information - Contact details and channel - Message Actions: - Reply - Delete - Copy message text - Download attachments - View full details

Message Composer: - Rich Text Input - Full message composition - Media Attachments - Upload images, videos, documents - Quick Reply Templates - Pre-written responses - Saved Voice Notes - A saved reply can carry a recorded voice note; the agent previews it in the Templates popover and sends it with one tap - Saved Videos - A saved reply can also carry a short video (MP4 or 3GP, up to 15 MB), so a product demo or walkthrough goes out as easily as a text reply - Emoji Support - Full emoji picker - Channel-Specific Features: - WhatsApp: Templates, media, location - Messenger: Quick replies, buttons - Instagram: Stories, media - Telegram: Stickers, polls

Contact Panel: - Contact Details - Full contact information - Name, email, phone - Company association - Tags - Custom fields - Contact History - All past interactions - Related Deals - Associated sales opportunities - Related Tasks - Assigned tasks - Related Notes - Internal notes - Other Conversations - Every other thread this same person has with you, listed with its channel and when it was last active — so a customer who writes to your second WhatsApp number no longer arrives as a stranger with an empty history. One click opens the older thread. - Quick Actions: - Send message - Create deal - Create task - Add note - Edit contact - View full profile

Conversation Management: - Assign Conversations - Assign to team members - Status Management - Open/Close conversations - Star Favorites - Star the conversations you want to keep close and they rise to the top of your list. Stars are personal — colleagues never see them, and unstarring never takes a star away from anyone else - Add Tags - Organize conversations - Add Notes - Internal notes - Create Deal - Convert conversation to deal - Create Task - Create follow-up task - Delete Conversation - Remove conversation - Conversation Search - Find specific conversations

Mobile Optimization: - Responsive Layout - Optimized for mobile devices - Touch-Friendly - Mobile-optimized interactions - Sheet Panels - Slide-out panels for mobile - Swipe Actions - Gesture-based controls

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3. Contacts (/contacts)

Purpose: Comprehensive contact management with advanced filtering, search, and organization capabilities.

Key Features:

Contact Management: - Create Contacts - Add new contacts manually - First name, last name - Multiple phone numbers - Multiple email addresses - Company association - Tags - Custom fields - Opt-in status - Notes - Create deal option during contact creation - Edit Contacts - Update contact information - Delete Contacts - Remove contacts (with cascade protection) - Bulk Operations: - Bulk import from CSV - Bulk export to CSV - Bulk delete - Bulk tag assignment - Contact Details View - Comprehensive contact profile - All contact information - Communication history - Related deals - Related tasks - Notes timeline - Activity log

Search & Filtering: - Advanced Search - Search by: - Name (first, last, full) - Phone number (partial matching) - Email address - Company name - Tags - Custom fields - Tag Filtering - Filter by contact tags - All tags dropdown - Multiple tag selection - Match ALL or match ANY of the chosen tags — "VIP and Cairo" is a different list from "VIP or Cairo", and you can now ask for either - Additional Info Filtering - Filter on the extra fields you added yourself, the same way you filter on tags - Deals Filtering - Filter by open deals count: - No open deals - 1-3 open deals - 4-10 open deals - 10+ open deals - Sorting Options: - Alphabetical (A-Z, Z-A) - Newest added (newest first, oldest first) - Real-Time Search - Instant search results

View Modes: - Grid View - Card-based layout - Contact cards with key info - Quick action buttons - Visual tags - Company badges - Table View - Spreadsheet-style layout - Sortable columns - Bulk selection - Inline actions - Export capabilities

Hide Contact Phone Numbers & Emails (optional, off by default): - Masked everywhere - When switched on, agents see each contact's phone numbers and email addresses as masks (for example +49 ••• ••• ••12) instead of the real values — including a contact's WhatsApp username, the guest phone and email on bookings, and phone- or email-style values kept in custom fields - Still searchable - Agents can find a contact by typing the full phone number or email address in contact and inbox search, without the real value ever being shown - Still able to work - Agents can message contacts as normal and place a call without ever seeing the number — the softphone dials the real number behind the scenes - No way to lift the real value - No copy, call link or email link is offered on a masked value, and masked values stay masked in logs and activity history - Bookings keep working - Guests still get their confirmation, cancellation and reschedule emails with their own real details, while the host's email and invite keep the masks - Calling is rate-limited - To stop numbers being collected one call at a time, each person can place calls to up to 60 masked numbers an hour and 300 a day - Owners and admins can reveal - Owners, admins and team admins (for their own team's contacts) can show a contact's details; every reveal, export and call is logged for your workspace owners - Self-serve - Owners and admins switch it on or off themselves in Settings → Features ("Hide contact phone numbers and emails") - Switch it off and everything comes back - Turning it off restores the real numbers, including call history and the phone captured on conversations - Works alongside the existing option that limits an agent to contact names only

Contact Import: - CSV Import - Bulk import contacts - Column mapping - Data validation - Duplicate detection - Import progress tracking - Error reporting - HubSpot Import - CSV import using a HubSpot-export column mapping (no direct HubSpot API/OAuth connection; routed through the standard import-contacts function) - Duplicate Detection - Find and merge duplicates - Automatic duplicate detection - Manual merge options - Merge conflict resolution

Contact Organization: - Tags System - Flexible tagging - Create custom tags - Multiple tags per contact - Tag-based filtering - Auto-tagging by country - Tag management - Company Association - Link contacts to companies - Company selection - Company creation from contact - Company details view - Custom Fields - Extend contact data - Text fields - Number fields - Date fields - Dropdown fields

Contact Actions: - Quick Actions: - View contact details - Edit contact - Delete contact - Send message - Make phone call - Open WhatsApp - Copy phone number - Copy email address - Bulk Actions: - Export selected contacts - Delete selected contacts - Tag selected contacts - Assign to team member

Contact Analytics: - Deal Count - Number of open deals per contact - Notes Count - Number of notes per contact - Activity Timeline - Recent activity tracking - Engagement Metrics - Message frequency, last contact date

Files, Photos & Additional Info: - Files on the Contact - Attach a CV, a quotation, an ID copy or a signed form to the person it belongs to, and find it there later instead of in somebody's email - Contact Photo - Put a face on the record - Clickable Additional Info - A phone number, email or link you stored in a custom field now behaves like one — tap to call, write or open

Social Handles & Lifetime Value: - Social Profiles on the Contact - Optional LinkedIn, Telegram, WhatsApp, TikTok, Facebook and Instagram handles, editable directly on the contact - The WhatsApp handle is validated against WhatsApp's own username rules as you type, so a contact can never hold a handle the platform would refuse to match - Identity keys the inbox uses for routing are kept out of the free-text attribute editor, so a hand-typed duplicate can no longer silently misroute a person's incoming messages - Lifetime Value - A per-contact lifetime value shown on the contact record

Pagination: - 50 Contacts Per Page - Efficient loading - Page Navigation - Easy browsing - Total Count Display - See total contacts

Auto-Tagging: - Country-Based Tagging - Automatically tag contacts by country - Phone number analysis - Country code detection - Batch processing - Progress tracking - Completion notifications

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4. Companies (/companies)

Purpose: Manage company relationships and B2B accounts.

Key Features:

Company Management: - Create Companies - Add new companies - Company name - Industry - Website - Address (street, city, state, postal code, country) - Phone numbers - Email addresses - Company size - Annual revenue - Tags - Notes - Create deal option during company creation - Edit Companies - Update company information - Delete Companies - Remove companies (contacts preserved) - Company Details View - Comprehensive company profile - All company information - Associated contacts - Related deals - Activity timeline - Notes

Search & Filtering: - Search Companies - Search by: - Company name - Industry - Website - Country - Country Filtering - Filter by country - All countries dropdown - "No Country" option - Sorting Options: - Alphabetical (A-Z, Z-A) - Newest added (newest first, oldest first) - Real-Time Search - Instant search results

View Modes: - Grid View - Card-based layout - Company cards with key info - Quick action buttons - Visual tags - Country badges - Table View - Spreadsheet-style layout - Sortable columns - Bulk selection - Inline actions - Export capabilities

Company Import: - CSV Import - Bulk import companies - Column mapping - Data validation - Duplicate detection - Import progress tracking

Company Organization: - Tags System - Flexible tagging - Create custom tags - Multiple tags per company - Tag-based filtering - Contact Association - Link contacts to companies - Multiple contacts per company - Contact management from company view - Deal Association - Track deals by company - Company-level deal tracking - Revenue aggregation

Duplicate Management: - Duplicate Detection - Find and merge duplicates - Automatic duplicate detection - Manual merge options - Merge conflict resolution

Pagination: - 50 Companies Per Page - Efficient loading - Page Navigation - Easy browsing - Total Count Display - See total companies

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5. Deals (/deals)

Purpose: Sales pipeline management with visual kanban board and deal tracking.

Key Features:

Deal Pipeline Management: - Multiple Pipelines - Create custom sales pipelines - Pipeline creation - Pipeline editing - Pipeline deletion - Set default pipeline - Pipeline switching - Custom Stages - Define pipeline stages - Stage name - Stage color coding - Stage order - Default stages: Deal, Qualified, Proposal, Negotiation, Closed Won, Closed Lost - Visual Kanban Board - Drag-and-drop deal management - Column-based layout - Drag deals between stages - Visual stage indicators - Deal count per stage - Stage value totals

Deal Management: - Create Deals - Add new deals - Deal title - Description - Contact association - Company association - Pipeline selection - Initial stage - Deal value (currency) - Probability percentage - Owner assignment - Tags - Expected close date - Custom fields - Edit Deals - Update deal information - All deal fields editable - Stage changes tracked - Activity timeline - Delete Deals - Remove deals - Deal Details View - Comprehensive deal profile - All deal information - Contact/company details - Activity timeline - Notes - Attachments - Related tasks - Stage history

Deal Filtering: - Value Range Filter - Filter by deal value - Minimum value - Maximum value - Validation (max > min) - Owner Filter - Filter by deal owner - All assignees - Specific team member - Tag Filtering - Filter by deal tags - Multiple tag selection - Tag badges - Pipeline Filtering - Filter by pipeline - Pipeline selector - Default pipeline

Deal Tracking: - Deal Value Tracking - Monetary value tracking - Currency support - Value aggregation - Stage value totals - Probability Tracking - Win probability percentage - Stage-based defaults - Manual adjustment - Expected Close Date - Timeline tracking - Date picker - Overdue indicators - Deal Activity - Complete activity log - Stage changes - Value updates - Owner changes - Notes added - Tasks created

Deal Actions: - Quick Actions: - View deal details - Edit deal - Delete deal - Change stage (drag-and-drop) - Assign owner - Add tags - Add notes - Create task - Bulk Actions: - Bulk stage change - Bulk owner assignment - Bulk tag assignment - Bulk delete

Call Intelligence on Deals: - Linked Call Signals - Call Intelligence rollup on the deal's activity tab - Avg sentiment, avg resolution, total talk time, and last-call date across linked calls - Aggregated conversation tracker mentions (competitors, pricing, objections) - Recent linked calls with direction, agent, duration, and sentiment - Calls are linked from the Call Intelligence detail dialog

Deal Ownership Tracking: - Ownership History - Complete audit trail - All ownership changes logged - Duration with each owner tracked - Change timestamps - Change reasons (Initial assignment, Reassigned, Unassigned, Auto-reassigned) - Changed by user tracking - Ownership History View: - Timeline of all ownership changes - Duration calculations - Owner information display - Real-time updates - Automatic Reassignment: - Round-robin assignment for inactive deals - Configurable inactivity threshold (days) - Only reassigns to active users - Automatic logging of reassignments - Performance Metrics: - Average time deals spend with each owner - Deal handling time per team member - Ownership change frequency - Bottleneck identification

Pipeline Analytics: - Stage Distribution - Visual breakdown - Deal count per stage - Value per stage - Conversion funnel - Pipeline Performance - Performance metrics - Average deal value - Average deal duration - Win rate - Loss rate

Deal Cards: - Visual Deal Cards - Information-rich cards - Deal title - Contact/company name - Deal value - Owner avatar - Tags - Stage indicator - Quick actions

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6. Tasks (/tasks)

Purpose: Task management with calendar view and priority tracking.

Key Features:

Task Management: - Create Tasks - Add new tasks - Task title - Description - Priority (Low, Medium, High) - Due date and time - Assignee (team member) - Related contact (optional) - Related deal (optional) - Tags - Edit Tasks - Update task information - Delete Tasks - Remove tasks - Complete Tasks - Mark tasks as done - Toggle completion status - Completion timestamp - Task Details View - Comprehensive task profile - All task information - Related contact/deal - Activity timeline - Notes

View Modes: - List View - Organized task list - Grouped by status: - Overdue tasks (red indicator) - Today's tasks - Upcoming tasks - Tasks without due date - Completed tasks - Task cards with key info - Quick action buttons - Calendar View - Visual calendar layout - Monthly calendar - Task placement on dates - Color-coded priorities - Click to view details - Drag-and-drop rescheduling

Task Filtering: - Status Filter - Filter by completion status - All tasks - Pending - Completed - Overdue - Priority Filter - Filter by priority - All priorities - High priority - Medium priority - Low priority - Assignee Filter - Filter by assignee - All assignees - Assigned to me - Unassigned - Specific team member - Search - Search tasks by title or description

Task Organization: - Priority Levels - Three priority levels - High (red indicator) - Medium (yellow indicator) - Low (green indicator) - Due Date Management - Date and time tracking - Date picker - Time selection - Overdue indicators - Today indicators - Task Grouping - Automatic organization - By due date - By status - By priority - By assignee

Task Actions: - Quick Actions: - View task details - Edit task - Delete task - Toggle completion - Change priority - Reschedule - Reassign - Bulk Actions: - Bulk complete - Bulk delete - Bulk reassign - Bulk priority change

Task Analytics: - Completion Rate - Track task completion - Overall completion percentage - Per-assignee completion - Per-priority completion - Overdue Tracking - Monitor overdue tasks - Overdue count - Overdue duration - Productivity Metrics - Team productivity insights

Task Reminders: - Reminders reach the phone - Task reminders arrive as a push notification, and opening the notification opens the task, not just the app - WhatsApp task notifications - Send task notifications over WhatsApp, from a WhatsApp Lite channel you choose, rather than whichever one happened to be first - Email task notifications - With their own preference, separate from product announcements - Call and meeting tasks - Tasks raised from a call or a meeting link back to the transcript they came from

Task Export: - Export to Excel or PDF - An Export button on the Tasks page, for owners and admins - Exports every task matching the filters you have on screen, not just the page you are looking at, up to 10,000 rows - Columns: number, title, description, created by, assignee, status, priority, due date, created date, contact and deal - The PDF is a landscape table with a repeating header and page numbers; Arabic and Urdu export right-to-left. Files are named Tasks_ - Like every export, it is recorded so you can see who took a copy and when

Pagination: - 50 Tasks Per Page - Efficient loading - Page Navigation - Easy browsing

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7. Projects (/projects)

Purpose: Project management with timeline view and milestone tracking.

Key Features:

Project Management: - Create Projects - Add new projects - Project name - Description - Start date - End date - Status (Planning, In Progress, Completed, Delayed, Cancelled) - Project owner - Team members - Milestones - Deliverables - Edit Projects - Update project information - Delete Projects - Remove projects - Project Details View - Comprehensive project profile - All project information - Timeline view - Milestones - Deliverables - Team members - Activity log - Notes

View Modes: - Grid View - Card-based layout - Project cards with key info - Status indicators - Progress bars - Quick action buttons - Timeline View - Visual timeline layout - Gantt-style timeline - Project duration visualization - Milestone markers - Dependency lines - Interactive timeline

Project Status Tracking: - Status Types: - Planning (blue) - In Progress (green) - Completed (gray) - Delayed (red) - Cancelled (black) - Status Indicators - Visual status badges - Status Transitions - Change project status - Status History - Track status changes

Project Statistics: - Active Projects - Count of in-progress projects - Delayed Projects - Count of delayed projects - Completed Projects - Count of completed projects - Visual Cards - Quick stats display

Project Organization: - Milestones - Track project milestones - Milestone name - Target date - Status - Dependencies - Deliverables - Track project deliverables - Deliverable name - Due date - Status - Assignee - Team Assignment - Assign team members - Multiple team members - Role assignment - Responsibility tracking

Project Actions: - Quick Actions: - View project details - Edit project - Delete project - Change status - Add milestone - Add deliverable - Assign team member - Bulk Actions: - Bulk status change - Bulk team assignment

Pagination: - 50 Projects Per Page - Efficient loading - Page Navigation - Easy browsing

Public Project Timeline: - Shareable Links - Public project timelines - Generate shareable URL - Public view (no login required) - Read-only access - Client-friendly view

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8. Flows (/flows)

Purpose: Visual bot flow builder for creating conversational chatbots and automation workflows.

Full respond.io Workflows parity (+ more). ConnectGain's flow builder now matches every node, trigger, and use case offered by respond.io — and layers its own deals, tasks, RAG, Gemini Live voice, multi-LLM, and cross-turn merge capabilities on top. Highlights added: Jump To, Date & Time (business-hours branching), Sub-flow (trigger another workflow), Google Sheets (append row), Update Lifecycle, Close/Open Conversation, Add Comment, Add/Remove Tag, a richer Branch operator set with AND/OR, plus triggers for Tag Updated, Field Updated, Lifecycle Updated, New Comment, Call Ended, Broadcast Response, and Manual Shortcut (agent-launched from the inbox).

Key Features:

Flow Builder: - Visual Flow Editor - Drag-and-drop interface - Node-based design - Connection lines - Zoom and pan - Grid alignment - Snap-to-grid - Flow Management: - Create new flows - Edit existing flows - Delete flows - Duplicate flows - Archive flows - Version control - Flow allowance - 3 published flows included on every plan. Drafts and archived flows are free and unlimited, so you can design as many ideas as you like and only pay attention to what you switch on; a larger published allowance is granted per organization on request - Organization templates - An owner or admin can mark a finished flow as a template for the whole workspace, so the next person starts from your best version. Ready-made AI Sales Agent and Outreach templates are included, in English and Arabic

Flow Nodes: - Trigger Node - Start of flow - Message received trigger - Keyword trigger - Time-based trigger - Event trigger - Send Message Node - Send messages - Text messages - Template messages - Variable substitution - Media attachments - Collect Input Node - Gather user input - Text input - Number input - Date input - Choice selection - Validation rules - Condition Node - Conditional logic - If/else branches - Multiple conditions - Comparison operators - Variable comparisons - Switch Node - Multi-way branching - Multiple paths - Case matching - Default case - Delay Node - Add delays - Time-based delays - Duration selection - Conditional delays - Create Deal Node - Create deals from flow - Deal title - Deal value - Pipeline selection - Stage assignment - Update Deal Node - Update existing deals - Stage changes - Value updates - Field updates - Create Task Node - Create tasks from flow - Task title - Priority - Assignee - Due date - Auto Assign Task Node - Auto-assign tasks - Round-robin assignment - Availability-based assignment - Assign Conversation Node - Assign conversations - Team member assignment - Round-robin assignment - Add Tag Node - Add tags to contacts - Tag selection - Multiple tags - Update Contact Node - Update contact information - Field updates - Custom field updates - Get Variable Node - Retrieve variables - Variable storage - Variable retrieval - Set Variable Node - Store variables - Variable assignment - Variable types - Transform Node - Data transformation - String manipulation - Number formatting - Date formatting - Database Query Node - Query database - Custom queries - Result processing - HTTP Request Node - External API calls - GET, POST, PUT, DELETE - Headers configuration - Body configuration - Response handling - AI Response Node - AI-powered responses - AI integration - Context-aware responses - Error Handler Node - Error handling - Error catching - Error messages - Fallback actions - Handoff Node - Transfer to human agent - Agent assignment - Context transfer - Loop Node - Iteration - For loops - While loops - Loop conditions - End Node - Flow termination - Flow completion - Final actions - Close / Open Conversation Nodes - mark a conversation closed or reopen it - Add Comment Node - leave an internal note on the contact timeline ({{variables}} supported) - Jump To Node - redirect execution to any node (loops, skip-ahead, reusable sections) - Date & Time Node - branch on business-hours windows in any timezone (In hours / Out) - Sub-flow Node - trigger another published flow, optionally passing variables - Google Sheets Node - append a row to a Google Sheet (uses the org's connected Google account) - Update Lifecycle Node - move the contact to a lifecycle stage and fire a Lifecycle Updated event - Enhanced Branch logic - equals/not-equals, contains/not-contains, starts/ends with, regex, >, >=, <, <=, is empty/not empty, with Match ALL (AND) or Match ANY (OR) - Carousel Node (WhatsApp Cloud) - Send a row of swipeable product cards built from your own live data rather than a hand-typed list, using one of your Meta-approved templates picked from a dropdown. Choose whether the flow carries on immediately or waits for the customer to tap a card, and let long lists paginate themselves with a Show more button - Image Quick Reply Node (WhatsApp Cloud) - A picture with tappable buttons under it — the natural way to ask "which of these did you mean?" - Cart Node - A reusable basket the customer fills during the conversation: add, remove, review, total - Image Compare Node - The customer sends a photo; the flow recognises it against your product catalogue and replies with the match - Analyze Image Node - Let the AI look at one or more photos (up to eight) and either describe them in plain words or fill in the exact fields you define — a receipt total, a damage type, a document number — ready to use in the next step. It reads the customer's photo or photos you point it at, branches the flow on done, no image found or error, and lets you pick which Gemini model does the looking - Enroll in Sequence Node - Drop the contact straight into a follow-up drip campaign from inside the flow - Quick Reply "Show more" - Long option lists page themselves instead of being cut off - Switch Node per-case operators - Each branch can test in its own way (one case on an exact match, the next on "contains") instead of every case sharing one rule - Database Query Node - Now also sorts results, returns one row per customer, and matches on empty fields

Flow Triggers: - Message Received / Sent, Conversation Created / Assigned / Status Changed - Contact Created / Updated / Assigned, Tag Updated, Field Updated (per-field watch), Lifecycle Updated - Deal Created / Stage Changed / Updated / Assigned, Task Created / Updated / Completed / Overdue - New Comment, Call Ended, Broadcast Response (campaign reply), Manual Shortcut (agent-launched), Incoming Webhook, Zoom Recording Completed

Inbox Shortcuts: - A ⚡ Shortcuts menu in the conversation header lets agents launch any Manual Shortcut flow for the current conversation on demand

Multilingual Quick Replies: - A single Quick Reply node holds per-language message bodies and button labels, auto-selected at send time from the customer's {{lang}} / {{language}} variable — one node answers every language, no per-language branching - Missing translations fall back to the Default content per-string; {{variables}} interpolate inside every language (and now inside button labels too) - Send Message template/freeform localization via localizedBodies + templateNameBase (__lang suffix) - Fully backward compatible — flows built before localization keep sending their single base text unchanged

Reliability: - Deploy now surfaces activation failures instead of silently marking a flow published — a flow that cannot be activated (e.g. an AI node with no LLM key) returns a clear, actionable error rather than a dead trigger - AI Agent nodes are guarded against missing LLM keys at deploy time (fails fast with the exact node/reason)

AI Agent Nodes: - Let the customer finish typing - When "wait for more messages" is on, the AI agent waits for a short pause before it answers, so a customer who sends their name, then their phone, then their city as three quick messages gets one sensible reply instead of three half-answers. Now working on WhatsApp, Facebook Messenger, Instagram and TikTok - Call your own system mid-conversation - Give the AI agent an HTTP Request tool pointed at one of your own endpoints, and it calls it when the conversation needs a real answer: an installment calculation, a stock check, a live price. You set the address, the method, any fixed headers, and describe in plain words when the agent should use it — so the numbers the customer is quoted come from your system rather than from the model's guesswork - Gemini or Claude, per node - Run the AI Agent on Google Gemini or on Anthropic Claude, with your own key, and keep the same tools, the same instructions and the same structured answers either way - Let the agent say nothing - A turn can decline to send a message, so the bot stops filling silence with filler when the right move is to wait or hand over - Tools offered a few at a time - Give the agent the right tools for the step it is on rather than all of them at once, and limit a tool to a single use per conversation where that is what you want - Longer conversations, lower cost - Optional history compaction keeps a long chat affordable, and the builder shows a per-run cost estimate for the AI and WhatsApp nodes in a flow before you publish it

Comments as Well as Messages: - The Message Received trigger has an "also handle post comments" switch, so one flow can answer both DMs and comments on your Facebook posts. It is off by default — a flow you built for the inbox will not suddenly start replying under your ads unless you ask it to

Fair-Use Guard on Webhook Flows: - A webhook-triggered flow runs at most once per contact per day unless you switch the limit off on the trigger. If the system calling you repeats itself, your customer still only hears from you once

Flow Configuration: - Flow Settings - Configure flow properties - Flow name - Description - Status (Draft, Published, Archived) - Version tracking - Node Configuration - Configure individual nodes - Node properties - Validation rules - Error handling - Connection Management - Manage node connections - Add connections - Remove connections - Conditional connections

Flow Testing: - Test Mode - Test flows before publishing - Simulate conversations - Debug mode - Step-through execution - Variable inspection - Flow Validation - Validate flow logic - Error detection - Warning messages - Best practice suggestions

Flow Publishing: - Publish Flows - Make flows active - Publish to production - Version management - Rollback capability - Flow Status: - Draft - In development - Published - Active and running - Archived - Disabled - Unpublish Flows - Disable flows - Temporary disable - Permanent archive

Flow Analytics: - Flow Performance - Track flow metrics - Execution count - Success rate - Average completion time - Drop-off points - Node Analytics - Individual node metrics - Node execution count - Success/failure rates - Average processing time

Pagination: - 50 Flows Per Page - Efficient loading - Page Navigation - Easy browsing

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9. Automations (/automations)

Purpose: Rule-based automation system for triggering actions based on events and conditions.

Key Features:

Automation Rules: - Create Automations - Build automation rules - Rule name - Description - Trigger event - Conditions - Actions - Active/inactive status - Edit Automations - Update automation rules - Delete Automations - Remove automation rules - Enable/Disable - Toggle automation status - Active automations run automatically - Inactive automations are paused

Trigger Events: - Message Events: - Message received - Message sent - Message failed - Contact Events: - Contact created - Contact updated - Contact assigned - Deal Events: - Deal created - Deal updated - Deal stage changed - Deal assigned - Conversation Events: - Conversation created - Conversation assigned - Conversation status changed - Task Events: - Task created - Task completed - Task overdue

Conditions: - Field Conditions - Check field values - Equals - Contains - Starts with - Ends with - Not equals - Greater than - Less than - Time Conditions - Time-based conditions - Current time (organization timezone) - Between times - Before time - After time - Days of week selection - Channel Conditions - Channel-specific conditions - Channel type matching - Channel name matching - Multiple Conditions - Combine conditions - AND logic - OR logic - Complex condition groups

Actions: - Create Task - Automatically create tasks - Task title - Description - Priority (Low, Medium, High) - Assignee (optional, auto-assign available) - Due date (optional) - Auto Assign Conversation - Auto-assign conversations - Round-robin assignment - Availability-based assignment - Auto Assign Task - Auto-assign tasks - Round-robin assignment - Availability-based assignment - Assign Conversation - Assign to specific user - User selection - Add Tag - Add tags to contacts - Tag name - Multiple tags - Reply with Message - Send automated replies - Text message - Quick reply template - Variable substitution - HTTP Request - Call external APIs - GET, POST, PUT, PATCH, DELETE - URL configuration - Headers configuration - Body configuration - Response handling

Automation Management: - Rule List - View all automation rules - Table view (desktop) - Card view (mobile) - Status indicators - Trigger icons - Action counts - Rule Details - View rule configuration - Full rule definition - Execution history - Success/failure rates - Bulk Operations - Manage multiple rules - Bulk enable/disable - Bulk delete

Automation Execution: - Real-Time Execution - Immediate rule execution - Event-driven triggers - Instant action execution - Execution Logging - Track rule executions - Execution history - Success/failure tracking - Error messages - Error Handling - Handle execution errors - Error notifications - Retry logic - Fallback actions

Automation Analytics: - Per-Rule Statistics - Track performance per automation - Total executions count - Successful executions count - Failed executions count - Success rate percentage - Last execution timestamp - Visual Indicators: - Success/failure icons - Analytics badge on rule card - Quick performance overview

Pagination: - 50 Automations Per Page - Efficient loading - Page Navigation - Easy browsing

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10. Broadcast (/broadcast)

Purpose: Create and manage bulk messaging campaigns across SMS, WhatsApp Lite, and WhatsApp Business.

Key Features:

Campaign Types: - SMS Campaigns - Text message campaigns (via Appgain Notify / VictoryLink provider) - Character limit: 160 (standard) or 1600 (concatenated) - Delivery tracking - Link shortening (optional) - WhatsApp Lite Campaigns - WhatsApp Lite messaging - Media support (images, videos, documents) - Delivery and read receipts - Template support - Link shortening (optional) - WhatsApp Business Campaigns - Meta WhatsApp Business API - Approved templates required - Rich media support - Interactive buttons - Template variables

Campaign Creation: - Campaign Setup - Configure campaign - Campaign name - Description - Campaign type selection - Channel selection - Message Composition - Create message content - Text editor - Character counter - Variable substitution ({{name}}, {{company}}, etc.) - Emoji picker - Link shortening toggle - Image upload - Message preview - Template Selection - Use WhatsApp Business templates - Template browser - Template variables - Variable filling - Template preview

Targeting Options: - Target All Contacts - Send to all contacts - Organization-wide broadcast - Optional filters - Target by Tags - Send to tagged contacts - Multiple tag selection - AND/OR logic - Tag search - Target by Last Contacted - Reach people by when they last wrote to you - One-click presets: Last 7 / 30 / 60 / 90 days, Never contacted, and More than X days ago - Or pick your own custom date range - Win back quiet customers, or deliberately exclude anyone you spoke to this week - The recipient count shown is the real count, however large the audience - Target Individual Contacts - Select specific contacts - Contact picker - Contact search - Multiple selection - Contact list import

Campaign Scheduling: - Send Immediately - Send right away - Instant sending - Queue management - Schedule for Later - Schedule future sending - Date picker - Time picker - Timezone selection - Organization timezone support - Recipient Count - Preview recipient count - Real-time calculation - Filter-based counting - Tag-based counting

Campaign Management: - Campaign List - View all campaigns - Tabbed view (SMS, WhatsApp Lite, WhatsApp Business, Notification Logs) - Campaign status indicators - Success ratio display - Target information - Created date - Sent date - Scheduled date - Campaign Status: - DRAFT - Not sent - SCHEDULED - Scheduled for future - SENDING - Currently sending - COMPLETED - Finished sending - CANCELLED - Cancelled before sending - PAUSED - Temporarily paused - Campaign Actions: - View campaign details - Edit campaign (draft only) - Delete campaign - Send campaign - Schedule campaign - Cancel scheduled campaign - Pause campaign - Resume campaign - View analytics

Campaign Analytics: - Delivery Statistics - Track message delivery - Total sent - Successfully delivered - Failed deliveries - Success ratio percentage - Read Receipts - Track message reads (WhatsApp) - Read count - Read rate - Notification Logs - Detailed delivery logs - Per-recipient status - Delivery timestamps - Error messages - Retry attempts - Campaign Performance - Overall campaign metrics - Delivery rate - Read rate - Cost analysis - ROI calculation

Campaign Testing: - Test Campaign - Send test message - Test phone number input - Test message preview - Test sending - Test delivery verification

WhatsApp Warming: - Warming Campaigns - Warm up WhatsApp numbers - Warming dialog - Warming progress tracking - Warming recommendations - Channel health monitoring

Table Features: - Sortable Columns - Sort by any column - Created date - Sent date - Scheduled date - Column Visibility - Show/hide columns - Customizable table - Saved preferences - Filtering - Filter campaigns - By status - By type - By date range - Bulk Selection - Select multiple campaigns - Bulk actions - Bulk delete

Pagination: - 50 Campaigns Per Page - Efficient loading - Page Navigation - Easy browsing

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11. Analytics (/analytics)

Purpose: Comprehensive analytics and reporting dashboard for performance insights.

Key Features:

Overview Metrics: - Total Messages - Message volume tracking - Period comparison - Percentage change - Trend indicators - Average Response Time - Team response performance - Hours/minutes format - Period comparison - Improvement tracking - SLA Compliance - Service level agreement tracking - Compliance percentage - Period comparison - Progress indicators - Total Contacts - Contact database growth - Period comparison - Growth percentage

Time Range Selection: - Flexible Periods - Choose analysis period - Last 7 days - Last 30 days - Last 90 days - Period Comparison - Compare with previous period - Automatic comparison - Percentage change - Trend indicators

Tabbed Analytics: - Inbox Tab - Inbox performance metrics - Response metrics - Average response time - SLA compliance percentage - Progress bars - Conversation status - Resolved conversations count - Unassigned messages count - Overdue conversations count - Status indicators - Deals Tab - Sales pipeline analytics - Deal pipeline - Active deals count - Pipeline value - Conversion rate - Lead to customer conversion - Conversion percentage - Period comparison - Contacts Tab - Contact analytics - Contact growth - Total contacts - Growth percentage - Period comparison - Engagement rate - Contact engagement percentage - Period comparison - Performance Tab - Team performance metrics - Task completion - Completed tasks count - Total tasks count - Completion rate percentage - Progress bars - Overall performance - Combined efficiency score - Performance grade

Visual Analytics: - Progress Bars - Visual progress indicators - SLA compliance - Task completion - Conversion rates - Metric Cards - Key metric display - Large numbers - Trend indicators - Comparison values - Status Indicators - Visual status display - Color-coded statuses - Icon indicators - Badge displays

Real-Time Updates: - Live Data - Real-time metric updates - Automatic refresh - Live synchronization - Data Accuracy - Accurate calculations - Real-time aggregation - Period-based calculations

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12. Settings (/settings)

Purpose: Comprehensive organization and system configuration.

Key Features:

Organization Tab: - Organization Profile - Manage organization settings - Organization name - Organization slug - Timezone selection - Full timezone list - Organization timezone for scheduling - Currency selection - Full currency list - Default currency for deals - Notification Preferences - Browser notification settings - Enable/disable browser push notifications - Web Push API support (background notifications) - Android support (Chrome, Firefox, Samsung Internet) - iOS support (Safari PWA, iOS 16.4+) - Permission management - Notification status indicator - Automatic subscription on login - Danger Zone - Destructive actions - Delete all data - Confirmation required - Type "DELETE ALL DATA" to confirm - Deletes: companies, conversations, contacts, deals, tasks, templates, automations, bot flows

Team Members Tab: - Team Management - Manage team members - View all team members - Member details (name, email, role, status) - Active/inactive status - Invite Members - Add new team members - Email input - Role selection (Admin, Agent) - Invitation sending - Invitation URL generation - Auto-copy invitation link - Member Roles: - Owner - Full access - Admin - Manage users and settings - Agent - Access to conversations and contacts - Project Manager - Projects/PM access; excluded from agent auto-assignment and performance reports - Team Admin - Manages a sub-team via the Teams tab (team_members) - Member Actions: - Manage permissions - Manage availability - Remove member - View member details - Pending Invitations - Manage invitations - View pending invitations - Resend invitation email - Copy invitation link - Cancel invitation - Invitation expiration tracking

Message Templates & Quick Replies Tabs: - Quick Replies - Reusable canned responses (separate Quick Replies tab) - Create templates with text and images - Edit / delete templates - Template search and filtering - Template categories (QUICK_REPLY) - Template usage in flows and automations - Image upload support, preview, usage tracking - Message Templates - Org-level reusable message content (separate Message Templates tab)

WhatsApp Templates Tab: - WhatsApp Business Templates - Manage Meta-approved message templates - Fetch templates from WhatsApp Cloud API - View template status (Approved, Pending, Rejected) - Template categories and languages - Template variables and components - Usage in broadcast campaigns - Admin only access

Conversation Routing (dedicated page at /conversation-routing, formerly "Task Automation"; not a Settings tab): - Automated Routing Rules - Configure conversation and task auto-distribution - Rule creation with triggers, conditions, and actions - Assignment strategies: Round-robin, Workload-based, Skills-matching - Execution logs table with status tracking - Enable/disable rules - Beta feature badge

Tags & Labels Tab: - Organization Tag Management - Centralized tag administration - View all tags across contacts, deals, companies - Create, rename, and delete tags - Tag usage counts - Bulk tag operations - Custom Labels / white-label terminology is managed inside this tab (see below) - Admin only access

Lifecycle Stages Tab: - Org-Customizable Contact Lifecycle - define the stages a contact moves through (Lead → Customer → …) - Create, order, and name stages; mark a default - Seed common stages in one click - Drives the Update Lifecycle flow node and Lifecycle Updated trigger - Admin only access

Custom Labels (inside the Tags & Labels tab — not a standalone tab): - White-Label Terminology - Customize platform labels - Rename "Contacts", "Deals", "Companies", "Tasks", "Projects" etc. - Multi-language label overrides - Per-organization customization - Reset to defaults option

External Pages Tab (Feature Restrictions): - Custom Sidebar Pages - Add external web pages to navigation - Custom page name and URL - Icon selection from 30+ Lucide icons - Open in iframe or new tab - Reorder pages - Enable/disable pages - Admin-managed visibility

Features Tab: - Per-workspace switches - Owners and admins turn optional capabilities on or off for their own workspace; nothing changes until a switch is turned on - Hide contact phone numbers and emails - Masks contact details from agents while messaging and calling keep working (see Contacts above)

Channels Tab: - Channel Accounts - Manage messaging channels - View all channels - Channel status (Active/Inactive) - Channel configuration - Channel statistics - Add Channels - Connect new channels - Channel type selection - Channel configuration - OAuth integration (Facebook, Instagram) - QR code authentication (WhatsApp Lite) - Bulk Email (AWS SES) - Pick it in Add Channel to open the same setup window as Manage SES. When Broadcast says a Bulk Email Channel Required, its button now takes you straight to that window instead of the top of a long channel list - Channel Types Supported: - WhatsApp Lite (AppGain) - WhatsApp Cloud (Meta) - Facebook Messenger - Instagram Direct Messages - Telegram - Email - SMS - ShrinkIt Push Notifications - Channel Management: - Edit channel settings - Delete channels - Toggle channel status - View channel details - Monitor channel health - Channel Statistics - Channel performance metrics - Messages sent/received - Conversation count - Response time - Channel performance indicators

Email Boxes Tab: - Email Account Setup - Connect email inboxes - IMAP/SMTP configuration - Email account connection - Send and receive email via unified inbox - Beta feature badge

Call Intelligence Tab: - Webhook Configuration - Configure call recording webhook - Webhook URL display with copy button - API key authentication instructions - JSON request format documentation - Agent mapping rules (email match, phone match, customer contact) - Rate limits & quotas reference - Supported audio formats reference

Meetings Tab: - Activate your own Meetings seat - Pick Pro, Enterprise or Enterprise+, monthly or annual, and switch Meetings on for yourself - Open to every team member - Not an admin-only screen: the person who needs a seat is the person who buys it - See where you stand - Your current plan and renewal (or end) date, with a link to manage or cancel the subscription

API Keys Tab: - API Key Management - Manage API keys - Generate API keys with cg_ prefix - Revoke API keys - View API key details (prefix, created date, last used) - API key permissions configuration - Expiration date support - API documentation links

Webhooks Tab: - Outgoing Webhook Configuration - Push events to external systems - Create webhooks with name, URL, and secret - Event type selection (message received, contact created, deal updated, etc.) - Custom headers support - Active/inactive toggle - Webhook delivery logs with status tracking - Log inspection with request/response details - Edit and delete webhooks - HMAC signature verification

Settings Organization: - Tabbed Interface - Organized into 6 categories: - My Preferences: Notifications, Chat & Contacts, Inbox Layout - Workspace: Organization, Team Members, Teams, Sidebar Menu - Inbox & Messaging: Channels, Email Boxes, Quick Replies, WhatsApp Templates, Tags & Labels, Lifecycle Stages, SLA & Escalation, External Pages - AI & Automation: AI Provider, Meetings, AI Re-Engagement, Reply Assistant, AI Summaries, Enrichment Tools, Call Intelligence, Softphone (SIP) - Storage & Developer: Media Storage, Storage Usage & Cleanup, AppGain Connection, API Keys, Webhooks - Danger Zone: Delete all data - Note: Conversation Routing (formerly "Task Automation") is its own page at /conversation-routing, not a Settings tab. "Custom Labels" lives inside the Tags & Labels tab. Org-level message templates live on the standalone Templates page (/templates); the Settings tabs cover Quick Replies and Meta WhatsApp Templates. - Mobile Responsive - Mobile-optimized settings - Collapsible tabs - Mobile-friendly forms - Touch-optimized controls

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13. Profile (/profile)

Purpose: User profile management and subscription management.

Key Features:

Profile Information Tab: - Personal Information - Manage personal details - First name - Last name - Avatar (initials-based) - Email address (read-only in profile tab) - Role display - Profile Update - Update profile information - Form validation - Success notifications - Error handling

Subscription Tab: - Current Plan - View subscription details - Plan name - Plan description - Plan price - Subscription status (Active, Trial, Cancelled) - Trial days remaining (if applicable) - Next billing date - Current period end date - Plan Features - View plan features - Feature list - Feature checkmarks - Plan limits display - Active Add-Ons - Every add-on switched on for your workspace, whether you bought it or it was granted to you — so there is no guessing about what you are paying for - Connected Channels - Every channel you have connected, grouped by type and counted against your plan's allowance, so you can see at a glance how much room you have left - Usage Statistics - Track usage - Contacts used/total - Conversations used/total - Team members used/total - Usage percentages - Progress bars - Manage Subscription - Subscription management - Open Stripe customer portal - Update payment method - Change plan - Cancel subscription - View billing history

Email Address Tab: - Change Email - Update email address - New email input - Email validation - Email change confirmation - Warning messages - Email Verification - Email verification process - Verification email sending - Verification status

Password Tab: - Change Password - Update password - New password input - Confirm password input - Password strength requirements - Show/hide password toggle - Password validation - Success notifications

Security: - Two-Factor Authentication - Optional. Scan a QR code with an authenticator app and ConnectGain asks for a six-digit code at every sign-in, with recovery codes in case the phone is lost - Active Login Sessions - See every device signed in to your account, with where and when, and sign any of them out — the thing you want at the moment you realise a laptop was left behind

Profile Organization: - Tabbed Interface - Organized profile sections - Profile Information - Subscription - Email Address - Password - Security (two-factor authentication, active sessions) - Visual Design - Clean profile interface - Avatar display - Card-based layout - Clear section separation

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14. Re-Engagement Monitor (/reengagement)

Purpose: See every AI re-engagement nudge the system has sent, and what it achieved — the reporting screen for the AI Re-Engagement add-on.

Key Features:

Headline stats: - Total nudges, Sent, Queued, Replied, Failed — at a glance

Recent nudges table: - Each nudge with its contact, message, timestamp and last activity - Status for every nudge: Sent · Generated · Pending approval · Replied · Failed · Skipped - Filter by status, so "what actually got a reply" is one click away - Manual refresh

Why it matters: - Re-engagement runs automatically, so the value is in being able to check what it did on your behalf — and to see replies attributed back to the nudge that earned them - Nudges awaiting agent approval are visible here rather than sitting invisibly in a queue

Settings for thresholds, channels, tone and approval live in Settings → AI & Automation → AI Re-Engagement; see AI Re-Engagement below.

15. Onboarding (/onboarding)

Purpose: Guided setup process for new users.

Key Features:

Onboarding Steps: - Step 1: Email Verification - Verify email address - Email verification check - Verification status indicator - Verification instructions - Step 2: Subscription - Choose subscription plan - Plan selection - Trial period information - Plan comparison - Subscribe button - Step 3: Channel Setup - Connect messaging channels - Channel connection - Channel configuration - Skip option available

Progress Tracking: - Visual Progress - Progress indicators - Step completion checkmarks - Current step highlighting - Progress bar - Step Status - Step completion status - Completed steps (green checkmark) - Current step (blue circle) - Pending steps (gray circle)

Channel Setup: - Connected Channels - Display connected channels - Channel cards - Channel status - Channel actions (toggle, delete) - Add Channels - Connect new channels - Add channel dialog - Channel type selection - Channel configuration - Skip Option - Skip channel setup - Skip button - Optional step indication - Continue without channels

Onboarding Completion: - Finish Setup - Complete onboarding - Finish button - Onboarding completion tracking - Redirect to dashboard - Skip for Now - Skip remaining steps - Skip button - Later completion option

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16. Attendance (/attendance)

Purpose: Monitor agent attendance, online status, and track clock in/out times for team management.

Key Features:

Online Agents Panel: - Real-Time Online Status - Live tracking of online agents - Online agent count badge - Agent avatars with online indicators - Last seen timestamps - Real-time updates via WebSocket - Agent Information Display: - Agent name and email - Profile avatars with initials fallback - Green status indicators for online agents - Time-ago formatting for last seen - Auto-Refresh - Automatic updates every 60 seconds - Real-time subscription to profile changes - Debounced updates to prevent excessive queries - Throttled fetching (max once per 5 seconds)

Attendance History Table: - Comprehensive Attendance Records - Complete attendance tracking - Clock in timestamps - Clock out timestamps - Hours worked calculation - Status indicators (ACTIVE/COMPLETED) - Advanced Filtering: - Search by agent name or email - Filter by status (All, Active, Completed) - Date range filtering (Today, Last 7/30/90 days) - Real-time search - Pagination: - 10 records per page - Total count display - Page navigation controls - Previous/Next buttons - Data Display: - Formatted dates and times - Duration in hours and minutes - Status badges - Agent contact information

Access Control: - Admin/Owner Only - Restricted access - Only ADMIN and OWNER roles can access - Automatic redirect for unauthorized users - Role-based permission checking - Organization-Level Data - Scoped to organization - Only shows attendance for organization members - Data is isolated per organization

Automatic Tracking: - Clock In/Out Automation - Automatic attendance logging - Clock in on user login - Clock out on user logout - Automatic duration calculation - No manual intervention required

Bulk Record Management: - Multi-Select - Select multiple attendance records - Checkbox per record row - Select all on page - Clear Records - Bulk delete options - Delete Selected (selected records only) - Delete Filtered (all matching current filters) - Delete All (entire date range) - Batch processing (100 records at a time for stability) - Project Manager records excluded from bulk deletion - Confirmation Dialog - Prevent accidental deletion - Clear warning message - Record count display - Confirm/cancel buttons

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17. Contact Timeline Page (/contacts/:id/timeline)

Purpose: Dedicated full-page view for a contact's complete activity history and interaction timeline.

Key Features:

Contact Overview: - Contact Header - Quick contact information - Contact name (first + last) - Avatar with initials - Phone numbers with click-to-call - Email addresses with click-to-email - Company association badge - Tags display - Created date - Navigation: - Back to contacts button - Open full contact details link

Activity Timeline: - Complete Interaction History - All contact activities - Calls logged (with outcome and duration) - Messages sent/received - Deals created/updated - Tasks assigned/completed - Notes added - Contact info changes - Visual Timeline: - Chronological display - Activity type icons - Timestamp display - Activity details and notes - Infinite Scroll - Load more activities as you scroll

Quick Actions: - Phone Call - Click phone numbers to call - Email - Click email addresses to compose - Company Link - Navigate to associated company - External Links - Open in new tab options

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18. Sales Report (/sales-report)

Purpose: Comprehensive sales pipeline analysis and reporting with detailed deal breakdowns and export capabilities.

Key Features:

Pipeline Selection: - Multiple Pipeline Support - Analyze any pipeline - Pipeline dropdown selector - Default pipeline auto-selection - Pipeline switching - Real-time data refresh

Summary Metrics: - Total Stages - Number of stages in pipeline - Total Deals - Count of all deals across stages - Total Value - Sum of all deal values - Average Deal Value - Mean deal value calculation - Visual Cards - Large, prominent metric display

Stage-by-Stage Analysis: - Collapsible Stage Cards - Expandable stage sections - Color-coded stage headers - Stage name and color indicators - Deal count per stage - Total value per stage - Average deal value per stage - Average probability per stage - Expand/Collapse Controls: - Individual stage toggle - Expand All / Collapse All buttons - Visual chevron indicators - Smooth animations

Deal Details Table: - Comprehensive Deal Information: - Deal title - Contact name and information - Company name - Description - Deal value (formatted currency) - Expected close date - Probability percentage - Quick Actions: - View deal details (navigate to deals page) - View conversation (navigate to inbox) - External link icons - Sortable Columns - All columns sortable - Responsive Design - Mobile-optimized layout

Export Capabilities: - CSV Export - Full report export - All stages and deals included - Stage summary rows - Grand total row - Formatted currency values - Date-stamped filename - Ready for Excel import

Data Refresh: - Manual Refresh - Update data on demand - Refresh button with loading state - Real-time data fetching - Error handling and notifications

Visual Design: - Color-Coded Stages - Visual stage identification - Stage-specific colors - Left border accent colors - Background tinting - Status Badges - Visual indicators - Probability badges - Deal count badges - Value highlights

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18b. Bookings (/scheduling/bookings)

Purpose: Centralized management system for appointments, meetings, and events with Google Calendar integration.

Key Features:

Booking Management: - Create Bookings - Add new appointments - Title and description - Contact association - User assignment - Start and end time - Timezone support - Location details - Meeting link (Zoom, Google Meet, etc.) - Status selection (scheduled, confirmed, cancelled, completed) - Edit Bookings - Update existing bookings - All fields editable - Status updates - Time modifications - Contact changes - Delete Bookings - Remove bookings - Confirmation dialog - Permanent deletion - Calendar sync removal

Booking List View: - Comprehensive Table - All bookings displayed - Title - Contact information - Date and time (formatted) - Location - Status badges - Action menu - Status Indicators: - Scheduled (outline badge) - Confirmed (green badge) - Cancelled (red badge) - Completed (secondary badge) - Search Functionality: - Search by title - Search by description - Search by contact name - Real-time filtering - Status Filtering: - All statuses - Scheduled only - Confirmed only - Cancelled only - Completed only

Google Calendar Integration: - Calendar Event Sync - Automatic calendar updates - Event creation in Google Calendar - Event updates on booking changes - Event deletion on booking cancellation - Google Calendar event ID tracking - Quick Actions: - Open in Google Calendar (direct link) - Join meeting (meeting link) - View event details - Open your connected calendars from Integrations - One click from the Integrations screen opens the linked Google, Outlook or Zoom calendar in a new tab - Shared organization calendar - Connect one Google Calendar for the whole organization, so bookings land in the diary the team already watches instead of one person's private calendar

Public Booking Page: - One link for the whole organization - A public page listing everything your organization can be booked for, rather than one link per person. Customers pick what they need, see real availability and book themselves in, with no account and no login - Straight into the inbox and the CRM - The booking creates the contact, the appointment and the calendar event, and the thread stays with everything else you know about that person

Meeting Recordings: - One click from Scheduling - A link straight to Meeting Recordings, so the meeting you booked last week and the recording, transcript and minutes it produced are never two separate searches

Contact Integration: - Contact Association - Link bookings to contacts - Contact picker - Contact information display - Contact name formatting - Quick contact access

User Assignment: - Team Member Assignment - Assign bookings to users - User selection dropdown - User information display - Multi-user support

Date and Time Management: - Timezone Support - Timezone-aware scheduling - Organization timezone - User timezone detection - Automatic conversion - Date Formatting - Human-readable dates - Month, day, year format - Time in 12-hour format - Time range display

Empty States: - No Bookings - Helpful empty state - Calendar icon - Encouraging message - Create booking button - No Search Results - Search feedback - Clear messaging - Search term display

Responsive Design: - Mobile Optimized - Touch-friendly interface - Responsive table layout - Mobile-friendly forms - Touch-optimized controls

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18c. Meetings (/meetings) (Beta)

Purpose: Record meetings — in the room or on Zoom — and turn each one into a transcript, a summary and a proper Minutes of Meeting document.

Who can reach it: Appgain staff and workspaces we switch it on for, plus anyone who activates a Meetings seat for themselves. Meetings draw on the same pool of AI call minutes as Call Intelligence, so there is nothing extra to budget for separately.

Plans — one seat per person, not one switch per workspace: - Meetings Pro — $14 per user per month ($11 paid annually) - Unlimited meetings of up to 3 hours 20 minutes each, AI-generated Minutes of Meeting, and attendees, decisions and action items pulled out automatically - Meetings Enterprise — $21 per user per month ($16 annually) - Everything in Pro, plus video playback alongside the transcript and auto-generated highlight reels - Meetings Enterprise+ — $28 per user per month ($21 annually) - Everything in Enterprise, plus configurable data-retention policies and SAML single sign-on - Each person activates their own - Open Settings → Meetings, choose monthly or annual, and activate. No admin has to do it for you, and the charge goes on the payment method your workspace already uses - It works on any plan, including Free - A seat belongs to the person, so it unlocks Meetings for them whatever the workspace is subscribed to

Key Features:

In-Room Recording: - Record from the browser - Start a recording on the laptop in the room; no app to install and nothing to plug in - Long meetings survive - The recording is checkpointed as it goes, so a browser crash or a closed lid does not cost you the meeting, and a three-hour session transcribes end to end - Several recordings, one meeting - Stopped for a break, or picked it up again after lunch? Add the next recording to the same meeting; they play and transcribe on one clock, as a single session

ConnectGain Meeting Assistant for Zoom: - It joins for you - The assistant arrives as a visible participant, records the meeting and files it under Meetings with transcript and minutes - Free Zoom accounts included - It records meetings that Zoom itself would never record, because cloud recording is a paid Zoom feature and this is not - Automatic or on demand - It joins every meeting on a connected calendar or booking, or you paste a link when you want it. Each person chooses whether it joins everything or only meetings they organise, and any individual meeting can be marked to skip - Cloud recordings still work - If you record to Zoom's cloud instead, that recording lands in Meetings too — and is skipped when the assistant already captured the same meeting

Minutes of Meeting: - A document, not a wall of text - Attendees, agenda, discussion, decisions, action items and risks, laid out as minutes you could send to a client - Your edits are kept - Rewrite a section by hand and regenerate the rest; what you wrote stays exactly as you wrote it - Print or share - Export the minutes with full Arabic support - Tasks on purpose - Action items become tasks when you decide they should, not automatically

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19. Call Tracking (Native Mobile Integration)

Purpose: Track phone calls with contacts using native mobile dialers, with automatic logging and outcome capture.

Key Features:

Click-to-Call: - One-Click Calling - Call contacts directly from the app - Call button in Contact Panel - Call button in Contact Timeline - Uses native mobile phone dialer - Supports tel: protocol for all phones - Automatic Call Logging - All calls logged to database - Call initiation timestamp - Contact association - Phone number tracking - Call direction (inbound/outbound)

Call Outcome Tracking: - Follow-Up Dialog - Capture call results when returning to app - Automatic detection using visibilitychange API - Outcome options: Completed, No Answer, Busy, Voicemail, Failed - Duration input (manual or smart estimation) - Notes field for call details - Smart Detection - Intelligent timing-based UX - Return < 30 seconds: Suggests "Cancelled" - Return > 2 minutes: Pre-fills estimated duration - Pending call storage in localStorage for persistence

Call History: - Contact Timeline Integration - Calls appear in activity log - CALL_LOGGED activity type - Call outcome display - Duration display - Notes display - Phone icon indicator - Call Events Table - Full call history in database - Caller information - Call status tracking - Duration tracking - Conversation association

Call Recording (Manual Upload): - Attach Recording - Upload audio files recorded on mobile devices - Integrated into Post-Call Follow-Up Dialog - Supported formats: MP3, M4A, WAV, OGG, WebM, AAC - Maximum file size: 50 MB - File type and size validation with user-friendly error messages - Secure Storage - Recordings stored in private Supabase bucket (call-recordings) - Organization-scoped data isolation - Signed URL playback (1-hour expiry) - Upsert support for re-uploading - Inline Audio Player - Play recordings directly in contact timeline - CallRecordingPlayer component with play/pause controls - Duration display - Secure signed URL generation

Now shipped — see "AI Call Center" under AI-Powered Features: - Softphone — make and take calls straight from the browser — live - Works with your phone system, or hardware we supply — set your outbound caller ID and control who uses each line — live

Future Roadmap: - Call Bridging (place calls through the business number without a PBX) - Headless recording bot for free Zoom accounts

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20. Call Intelligence (/call-intelligence)

Purpose: AI-powered conversation & revenue intelligence platform that automatically transcribes, diarizes, analyzes, and extracts insights from call recordings, with full support for code-switched Arabic/English. Runs on multi-vendor AI — Google Gemini 2.5 Flash (the organization's own key) by default, with optional OpenAI, Anthropic Claude, Ollama (self-hosted), or GLM/Z.ai. Tuned for regulated/brokerage use with trade-call compliance surveillance, agent QA scoring, call classification, and topic-trend reporting.

Key Features:

Call Recording Upload (In-App): - Upload Recording Dialog - Upload audio files for AI analysis - Contact search and association - Direction selection (inbound/outbound) - Caller number input - Drag-and-drop file upload - Upload progress indicator - Supported formats: MP3, M4A, WAV, OGG, WebM, AAC (50 MB max)

Webhook Integration (External Systems): - Call Recording Webhook - POST /functions/v1/call-recording-webhook - API key authentication via X-API-Key header - JSON payload with external_call_id and recording_url - Optional: agent_identifier, customer_phone, duration_seconds, call_timestamp, direction, metadata - Automatic agent matching by email or phone number - Customer contact matching by phone number - Rate limit: 100 calls/hour - Retry support: up to 3 attempts

Mobile API Integration: - Mobile Call Recorder API - POST /functions/v1/mobile-api/call-recording - JWT authentication via login endpoint - Direct audio file upload (multipart/form-data, 50 MB limit) - Storage in call-recordings bucket - Automatic trigger of AI transcription pipeline

AI Processing Pipeline: - Automated Transcription & Diarization - Multi-language speech-to-text with speaker separation - Code-switched Egyptian Arabic/English (each language preserved as spoken, no translation) - Exact number/price transcription and EGX ticker/jargon phrase-boosting - Multi-vendor AI (Google Gemini 2.5 Flash default; OpenAI, Anthropic Claude, Ollama self-hosted, or GLM/Z.ai) - Speaker diarization - structured, timestamped segments attributed to agent/customer (Broker/Client) - Full transcript + segment JSON stored in database - Threaded, per-speaker transcript view with RTL/LTR auto-detection - Detected language stored per call (Arabic / English / Mixed) - Conversation Interaction Stats - Derived from diarized segments - Talk ratio (agent vs. customer) with discovery-call benchmark guidance (~43:57) - Longest monologue per side - Interactivity (speaker switches per minute) - Agent question rate (questions asked by the rep) - Patience (avg wait before the agent responds) - Graceful fallback estimates timing from speech volume when per-word timestamps are unavailable - Sentiment Analysis - Emotional tone classification - Positive / Neutral / Negative labels - Numeric sentiment score (0–1) - Color-coded sentiment badges - Sentiment timeline - how sentiment evolved from call start to end, plotted on a visual track - AI Summary - Concise call overview - AI-generated summary of key topics discussed - Displayed in call detail dialog - Action Items Extraction - Automatic task identification - Extracted action items with priority levels - Auto-creation of CRM tasks from call action items - Linked to contact via call_tasks junction table - Keyword Extraction - Key topic identification - Top keywords extracted from transcript - Keyword frequency tracking - Visual keyword display - Call Classification - Categorization tags - AI-generated classification tags - Visual tag badges in call records list - Resolution Score - Call resolution quality metric - AI-assessed resolution quality (0–100%) - Displayed in call detail view - Structured Topic Extraction - Normalized topics beyond flat keywords - Each topic carries a canonical label, a category (instrument, order, advisory, account, market, fees, compliance, service, complaint, other), and a per-topic sentiment - Label canonicalization merges variants (e.g. "follow-up"/"follow up", plurals) - Brokerage Call Classification - Each call typed into a trading taxonomy (order execution, advisory, market update, account inquiry, complaint, margin call, KYC/onboarding, prospecting, technical support, other)

Compliance & Surveillance (Trade Calls): - Market-Abuse & Conduct Flags - AI surveillance of broker–client calls - Categories: insider information, market manipulation, front-running, guaranteed returns, pressure selling, unauthorized trading, missing disclosure, suitability concern - Each flag records severity (high/medium/low), speaker (Broker/Client), the exact matched phrase, a confidence score, and a one-line rationale - Instruction vs. Recommendation - Classifies whether the call carried a client instruction, a recommendation, general discussion, or none - Disclosure Tracking - Records whether a required risk disclosure was spoken - Instruments Captured - Tickers/securities discussed, stored per call (GIN-indexed) - Regulatory Retention - 7-year retention horizon stamped on each processed call

Agent Call-Handling QA Scorecard: - Overall Handling Score (0–100) plus five graded dimensions: Professionalism & Tone, Communication & Clarity, Client Needs Handling, Market/Product Knowledge, Compliance Adherence - Coaching Output - Strengths, coaching points, and a one-line manager summary - Surfaced per call in the detail dialog and aggregated per agent in the manager report

Conversation Trackers: - Configurable Trackers - Track topics across every call transcript - Categories: competitor, pricing, objection, feature, custom - Keyword trackers - deterministic, Unicode-aware (Arabic-safe) whole-word phrase matching - Smart trackers - AI concept/theme detection that flags a topic even without an exact phrase match - Per-call tracker hits with mention counts, matched phrases, and AI badges - Managed in Settings (owners, admins or users with the Manage call settings permission); re-run a call to apply new trackers - Tracker Trends Report - Cross-call analytics in the Reports tab - Top-trackers leaderboard (calls vs. total mentions) - Mentions-over-time chart for the top trackers - Full tracker table with AI-detection indicators

Call → Deal Revenue Intelligence: - Call ↔ Deal Linkage - Associate a call with a deal from the call detail dialog - Contact-scoped deal picker with search - Linked deal shown on the call record - Deal-Level Call Signals - Surfaced on the deal's activity tab - Rollup of avg sentiment, avg resolution, total talk time, last call date - Aggregated tracker mentions across the deal's calls - Recent linked calls with direction, agent, duration, and sentiment

Coaching Scorecards: - Scorecard Templates - Manager-defined coaching rubrics - Weighted criteria with per-item max scores (e.g., agenda-setting, objection handling, discovery) - Active/inactive toggle; managed in Settings (owners, admins or users with the Manage call settings permission) - Call Scoring - Score any completed call against a template - Manual scoring with per-criterion notes and an overall coaching comment - AI-suggested scores generated from the transcript (suggest-call-scorecard), fully editable before saving - Reviewer attribution, total/max score, and AI-vs-manual badge

Silence Detection: - Empty Recording Detection - Prevent unnecessary AI processing - Backend regex-based silence pattern detection ([no speech detected]) - Records marked with silent status and silent-recording tag - Skips AI analysis, task generation, and token billing - UI silence warning banner with mute icon (🔇) - Web Audio API (AudioContext) analysis during playback

Call Records List: - Tabular View - All call records in a sortable table - Direction icon (inbound/outbound) - Contact name - Agent name - Date/time - Duration - Status badge (Completed, Failed, Transcribing, Analyzing, Received, Quota Exceeded, Silent) - Sentiment badge with score - Classification tags and keywords - Mute icon for silent recordings - Bulk Selection - Select multiple records - Checkbox selection - Select all toggle - Bulk delete (admin only) - Call Detail Dialog - Full call details - Agent and contact info - Date, duration, direction, detected language - Status with color-coded indicators - Call type with manual reclassify dropdown (admin/owner; manual choice survives reprocessing) - Agent Handling (QA) scorecard — overall score, dimension bars, strengths/coaching - Sentiment badge and resolution score - Deal linkage (link/unlink a deal) - Interaction stats (talk ratio, monologue, interactivity, questions, patience) - Sentiment timeline track - Tracker hits (keyword + smart, with counts) - Compliance & Surveillance section — flags (category, severity, speaker, matched phrase), instruments, instruction type, disclosure status - Inline audio player (signed URL playback) - Threaded, diarized transcript (agent/customer, Broker/Client) with RTL/LTR auto-detect - AI summary - Action items with priority badges - Topics (with category) plus tags and keywords display - Coaching scorecards (view, add manual, or AI-suggest) - Hint to re-run older calls that predate advanced analytics - Retry button for failed processing (up to 3 attempts) - Dialog stays bound to the freshest record (reclassify/reprocess reflected immediately)

Yeastar P-Series PBX (Your Own Phone System): - Your PBX recordings arrive on their own - Connect a Yeastar P-Series phone system once, and every new recording is collected automatically and analysed like any other call — no exporting, no uploading, no per-call work - Set it up from Settings → Call Intelligence - Point it at your PBX, test the connection, and run an immediate sync if you do not want to wait for the next one - Match extensions to agents - Map each PBX extension to the person who uses it, so calls land on the right agent's scorecard and leaderboard - Part of the AI Call Intelligence add-on - Workspaces without it see the panel and what it does, and can ask to add it. An expired add-on simply pauses the collection and keeps your settings, picking up where it left off when it is switched back on

Analytics Dashboard: - Summary Cards: - Total Calls (this month) - Average Duration (per call) - Average Sentiment (positive score %) - Active Agents (with calls this month) - Call Minutes Usage Card: - Monthly quota tracking - Used / Limit / Bonus minutes display - Progress bar with warning (80%) and critical (95%) thresholds - Fallback: aggregates duration_seconds from call_records if quota unavailable - AI Token Usage Card: - Monthly token consumption (input / output / total) - Estimated cost priced at the rates of whichever AI provider analysed each call — calls run on OpenAI or Claude are priced at those rates, not assumed to be Gemini - One click to the full breakdown on the AI Consumption page (see §49) - AI Cost Breakdown per Call - Open any call to see what it cost to process, stage by stage (transcription, analysis and any retry), so you can see which part of the pipeline drives the bill - Call Volume Chart - Bar chart of calls per day (last 7 days) - Sentiment Distribution - Donut/pie chart (Positive / Neutral / Negative) - Agent Performance Leaderboard - Per-agent metrics - Number of calls - Average sentiment score - Resolution rate - Top Keywords Chart - Horizontal bar chart of most frequent keywords - CSV Export - One-click export including call type, language, QA score, sentiment, resolution, instruction type, disclosure, instruments, compliance flags (count + categories), topics, and keywords

Reports (Reports Tab): - Compliance & Surveillance - Flagged-call volume and rate, high-severity count, disclosure coverage, flags by category, instruction-vs-recommendation split, and a recent-flagged-calls feed - Agent Performance (Manager View) — admin/owner only — sortable per-agent table across activity (calls, inbound/outbound, talk time), trading (orders vs. recommendations), quality (QA score, sentiment, resolution, negative rate) and compliance (flagged calls, flag rate, high-severity flags, disclosure coverage), with a team summary and per-agent drill-down (QA dimensions, flag categories, top instruments, call-type mix) - Topic & Keyword Trends - Top topics, topics by category, top-topic trends over time, emerging topics (period-over-period growth), and topics driving negative sentiment - Plus existing reports: Period Comparison, Call Classification, Resolution Rate, Duration Analysis, Action Items, Peak Hours, Direction Analysis, Negative Call Escalation

Transcription Engine Validation (ASR Bake-off): - Internal harness to compare speech-to-text engines on real call samples before committing - Reports Word Error Rate split by language (Arabic / English / mixed), number/price accuracy, ticker recall, and an approximate diarization signal - Gemini is the default engine; optional comparison adapters included

Reports Tab: - Period Comparison, Call Classification, Resolution Rate, Call Duration Analysis, Action Items & Follow-ups, Peak Hours, Direction Analysis, Negative Call Escalation - Tracker Trends - cross-call tracker leaderboard + mentions-over-time (keyword and smart trackers)

Settings Integration: - Call Intelligence Settings - Configuration panel in Settings - Webhook URL display with copy button - API key authentication instructions - JSON request format documentation - Agent mapping rules (email match, phone match, customer contact match) - Rate limits and quotas display - Supported formats reference - AI vendor configuration (Google Gemini default, plus OpenAI, Anthropic Claude, Ollama self-hosted, or GLM/Z.ai) - Call Trackers management (keyword + smart, with category and active toggle) - Coaching Scorecard templates (criteria builder with max scores) - Management UIs gated to owners, admins or users with the Manage call settings permission

Demo Mode: - View-Only Demo - English sample data for guest/unenabled accounts - Pre-populated demo call records - Demo analytics with sample charts - Feature gate with view-only badge - Real accounts see empty state + upload interface

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21. Sequences (Drip Campaigns) (/sequences)

Purpose: Create multi-channel automated message sequences for lead nurturing, onboarding, follow-ups, and marketing automation.

Key Features:

Sequence Builder: - Visual Sequence Editor - Build multi-step campaigns - Sequence name and description - Channel selection per sequence: Email, WhatsApp Lite, WhatsApp Cloud - Step delays (minutes, hours, days after previous step) - Variable substitution ({{first_name}}, {{company}}, etc.) - Reorder steps via drag-and-drop

Channel Support: - Email - HTML email sequences - Rich HTML editor with variable support - Subject line and sender name configuration - Open and click tracking - Automatic unsubscribe link append - WhatsApp Lite - Free-form text messages via Appgain - Dynamic message content (no template approval required) - Media URL support by file extension - Best for warm conversations and follow-ups - WhatsApp Cloud - Meta-approved template sequences - Template selection from approved library - Parameter mapping from contact fields - 24-hour customer-service window enforcement

Contact Enrollment: - Manual Enrollment - Enroll individual contacts or bulk selections - Auto-Enrollment - Via automation action ENROLL_IN_SEQUENCE - Enrollment Status - Active, completed, paused, removed, unsubscribed, bounced, exited - Re-Enrollment Protection - Unsubscribed and bounced contacts cannot be re-enrolled (CAN-SPAM/GDPR compliant)

Compliance & Safety: - Automatic Unsubscribe - One-click unsubscribe with PBKDF2-secured tokens - Opt-Out Honour - Unsubscribe applies across all sequences for that contact - Timezone-Aware Scheduling - Sends at contact's local timezone - Marketing Pressure - Prevent message fatigue with configurable spacing

Sequence Management: - Sequence List - View all sequences with status badges - Active / Paused / Draft / Archived states - Enrollment counts per sequence - Channel indicators - Sequence Actions: - Create, edit, duplicate, delete sequences - Step-by-step analytics (open rate, click rate, delivery rate) - Export performance data

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22. Lists (Tag-Based Segmentation)

Purpose: Visual interface for managing contact segments based on tags, enabling targeted campaigns and organization.

Key Features:

Tag Overview: - All Tags Display - View all organization tags - Tag name - Contact count per tag - Visual tag cards - Click to drill down

Tag Filtering: - Search Tags - Find specific tags - Real-time search - Tag name matching - Contact Drill-Down - View contacts with tag - Contact list view - Contact details display - Phone and email information - Back navigation

Contact Details: - Tag-Based Contact List - Contacts filtered by tag - Contact name - Email addresses - Phone numbers - All assigned tags - Created date

Integration: - Campaign Targeting - Use lists for campaigns - Target campaigns by tag - Combine with broadcast feature - Automation Rules - Trigger automations by tags - Tag-based conditions - Auto-tag actions

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23. Interest Analysis Dashboard

Purpose: Visual analytics dashboard showing conversation interest levels based on AI analysis, helping prioritize hot leads.

Key Features:

Interest Statistics: - Interest Level Breakdown - Visual summary - Hot leads count (high interest, ready to convert) - Warm leads count (moderate interest, needs nurturing) - Cold leads count (low interest) - Total conversations - Analyzed vs. not analyzed counts

Visual Metrics: - Progress Bars - Visual interest distribution - Hot percentage - Warm percentage - Cold percentage - Pie Chart - Interest breakdown visualization - Bar Chart - Comparative view

Conversation Lists: - Tabbed Interface - Browse by interest level - Hot conversations tab - Warm conversations tab - Cold conversations tab - All conversations tab - Conversation Cards: - Contact name and avatar - Interest badge with score - Last message preview - Time ago indicator - Click to open in inbox

Interest Badge: - Visual Indicators - Clear interest signals - 🔥 Hot (Flame icon) - Score 7-10 - 🌡️ Warm (Thermometer icon) - Score 4-6 - ❄️ Cold (Snowflake icon) - Score 1-3 - Color-coded badges

AI-Powered Analysis: - Automated Scoring - No manual input required - Sentiment analysis - Intent detection - Interest level calculation - Summary generation - Recommended action suggestions

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24. Agent Performance Dashboard

Purpose: Comprehensive agent performance tracking with metrics on deals, conversations, tasks, and productivity.

Key Features:

Deal Metrics: - Won Deals - Track closed-won deals per agent - Deal count - Total value - Win rate percentage - Lost Deals - Track closed-lost deals - Deal count - Lost value - Loss rate percentage - Active Deals - Current pipeline per agent - Deal count - Pipeline value - Stage distribution

Conversation Metrics: - Assigned Conversations - Track workload - Open conversations count - Response time tracking - SLA compliance - Messages Sent - Track activity - Message volume - Response rate

Task Metrics: - Completed Tasks - Track productivity - Completion count - Completion rate - On-time percentage - Pending Tasks - Track backlog - Pending count - Overdue count

Performance Scores: - Overall Score - Combined efficiency metric - Weighted performance calculation - Ranking among team - Trend Indicators - Performance trends - Up/down arrows - Comparison with previous period

Leaderboard: - Team Rankings - Compare agents - Sortable columns - Filter by time period - Export to CSV - Performance Badges: - Trophy icons for top performers - Progress bars for metrics

Time Period Selection: - Flexible Periods - Analyze different timeframes - Today - This week - This month - Custom range

Access Control: - Admin/Owner Only - Management visibility - Role-based access - Organization-scoped data

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25. AI Customer Support Bot

Purpose: Intelligent WhatsApp chatbot that automatically responds to customer inquiries using a RAG-based knowledge base, with seamless handoff to human agents.

Key Features:

AI Response Generation: - Knowledge Base Integration - Answer from your content - FAQ documents - Product information - Policy documents - Custom knowledge articles - Context-Aware Responses - Understand conversation context - Conversation history analysis - Customer information integration - Personalized responses

Multi-Channel Support: - Supported Channels: - WhatsApp Lite (AppGain) - WhatsApp Cloud (Meta) - Facebook Messenger - Telegram - Automatic Channel Detection - Route via correct channel

Channel-Specific Settings: - Per-Channel Configuration - Customize per WhatsApp channel - Bot personality (friendly, professional, etc.) - Language setting (Auto-detect, Arabic, English) - Response style - Welcome message - Response delay (typing simulation) - Max response length

Handoff Triggers: - Keyword-Based Handoff - Transfer on specific words - "human", "agent", "representative" - Arabic keywords: "بشري", "موظف", "إنسان", "مساعدة بشرية" - Custom keywords - Sentiment-Based Handoff - Transfer on negative sentiment - Frustration detection - Anger detection - Escalation triggers - Manual Takeover - Agent intervention - "Take Over" button in inbox - Immediate AI deactivation - Handoff reason logging

Bot Activation Control: - Per-Conversation Toggle - Control AI per conversation - AI active indicator - Toggle switch in inbox - Handoff timestamp tracking - Channel-Level Toggle - Enable/disable per channel - AI agent settings per channel - Default enabled state

AI Analysis: - Conversation Insights - Automatic analysis - Interest score (1-10) - Interest level (Hot/Warm/Cold) - Sentiment (Positive/Neutral/Negative) - Intent detection - Conversation summary - Recommended action

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25b. AI Internal Team Assistant (WhatsApp)

Purpose: Allow team members to interact with the CRM system via WhatsApp using natural language commands and AI-powered queries.

Key Features:

WhatsApp Access: - Dedicated Business Number - Team-only access - Configure WhatsApp channel for internal use - Toggle between "Customer Bot" and "Internal Assistant" modes - Phone number authentication (matched to profiles table)

Role-Based Permissions: - OWNER/ADMIN - Full access to all tools - Query analytics - Update deals - Manage contacts - Run reports - AGENT - Limited access - Query own tasks - Check inbox stats - Create tasks - View contacts

Available Commands (via AI): - Query Deals - "Show me this week's deals" - Filter by status, stage, date range - Get deal counts and total values - Query Tasks - "What are my overdue tasks?" - Filter by status, assignee, due date - Pending/completed/overdue counts - Query Contacts - "Find contact named Ahmed" - Search by name, phone, email - Filter by tags - Get Inbox Stats - "How many open conversations?" - Open/unassigned/closed counts - My conversations count - Get Analytics - "Show me this month's analytics" - Deal performance - Task metrics - Conversation stats - Create Task - "Create a task to follow up with client" - Task title, due date, assignee - Update Deal Stage - "Move deal X to negotiation" - Add Contact Tags - "Tag this contact as VIP"

Conversation History: - Persistent Context - Maintain conversation flow - Per-user conversation history - Per-channel account separation - Message history stored in database

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26. Conversation Routing, Task Automation & Distribution (/conversation-routing)

Purpose: Automated task creation, assignment, and distribution using intelligent assignment strategies.

Key Features:

Assignment Strategies: - Round-Robin - Rotate among agents - Equal distribution - Skip offline agents - Track assignment order - Workload-Based - Minimize agent workload - Count open tasks per agent - Assign to least busy agent - Real-time workload calculation - Availability-Based - Respect working hours - Check agent availability slots - Timezone-aware scheduling - Skip unavailable agents - Skills-Matching - Match task to expertise - Agent skill tags - Task category matching - Weight multipliers for expertise level

Automated Task Creation: - Trigger-Based Tasks - Create tasks automatically - Deal stage change triggers - Conversation event triggers - Time-based triggers - Task Configuration: - Task title templates - Priority assignment - Due date calculation - Assignee selection (manual or auto)

Escalation & Notifications: - Overdue Alerts - Notify on overdue tasks - Escalation rules - Manager notifications - Assignment reassignment - Workload Dashboard - Monitor team capacity - Agent workload view - Task distribution charts - Bottleneck identification

Audit Logging: - Task Automation Logs - Complete audit trail - Trigger events - Assignment decisions - Strategy used - Timestamp tracking

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27. Cross-Channel Response

Purpose: Flexibility to receive messages on one channel and respond via a different channel, particularly useful for WhatsApp Cloud to WhatsApp Lite routing.

Key Features:

Channel Override: - Response Channel Selection - Choose reply channel - Dropdown in message thread - Per-conversation preference - Persisted to database - Supported Combinations: - Receive WhatsApp Cloud → Respond WhatsApp Lite - Receive WhatsApp Lite → Respond WhatsApp Cloud - Cross-channel flexibility

Credential Handling: - Automatic Credential Resolution - Use correct API keys - Response channel takes priority - Appgain credentials for WhatsApp Lite - Meta credentials for WhatsApp Cloud - Cross-Channel Metadata - Audit trail - Original channel ID - Response channel ID - Sent via channel tracking

One Thread Per Person (Facebook & Instagram): - Comments and DMs are the same conversation - When someone comments on your post and then messages you, both land in one thread, because Meta identifies them as the same person either way - Previously a customer's history split into two rows and the comment-to-DM handoff broke halfway - Existing conversations were migrated, so history that was already split is joined up rather than left behind - Comment-to-DM handoff uses Meta's private-reply allowance, so the first private message reaches someone who has only ever commented

Use Cases: - Cost Optimization - Use cheaper channel for responses - Business Number Consistency - Respond from business number - Backup Channel - Fallback if primary channel has issues

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28. Ask ConnectGain — In-App Technical Support Agent

Purpose: Answer any question about the product, inside the product, for anyone on the team — work out what is actually wrong in your workspace when something is not working — and put it in front of a human the moment it cannot.

Key Features:

Always one click away: - Lives in the top bar, on every screen — not a floating bubble that covers your work - Open to everyone signed in, not just admins, and available in demo sessions - Included on every paid plan. On the free plan the button and the panel still open and show what the assistant does, with a link to the plans — you can see what you would be getting before you decide

It checks your workspace, not just the manual: - "The customer says they never got my message." It traces that customer's messages end to end and reports what happened to each one - "Why did this conversation go to the wrong person?" It reads your live routing and explains the rules as you actually set them up - Every agent can run these checks on their own work, not just owners and admins — with colleagues' private settings and conversations outside their reach kept out of the answer - Reports on your numbers too: deals, conversations and team activity over eight named periods — today, yesterday, this and last week, this and last month, the last 7 days and the last 30 — all in your workspace's own timezone, so "yesterday" means yesterday where you are. Conversation breakdowns cover open, pending and closed

Answers from the documentation, not from memory: - Searches the official ConnectGain product documentation and answers from what it finds - Covers how-to questions, what a feature does, channel and integration setup, what a setting means, pricing, limits, API and webhook usage, and troubleshooting - Reads your live workspace configuration, so it explains your routing and your channels as they are actually set up rather than in the abstract

Written to be read: - Leads with the answer, names things as they appear on screen, and never exposes internals - Numbered steps for procedures - Developer questions about the API, webhooks or tokens still get exact names — the register matches the question rather than flattening everything to plain language - Replies in your workspace's language, searching the English documentation on your behalf

Voice Input: - Speech-to-Text Support - Speak your question instead of typing - Microphone button with a recording indicator - Multi-language support

Handover to a human — with a ticket already open: - When it reaches the end of what it can verify, it raises a support ticket and alerts our team before it tells you, so the handover is a real one rather than a promise - "Chat with our support team" opens WhatsApp with the question already written, plus your workspace name, plan and account - Earlier turns of the conversation are carried across, so nobody has to repeat themselves - The link it sends our team opens your workspace at the exact screen you were on

Tell us when it gets it wrong: - A thumbs-down on any answer sends the question and the answer to the team that owns the product, as a defect to be fixed — not a ticket for the support desk - Repeat reports of the same question are gathered into one, so one real problem is not buried under a hundred duplicates

Access: product documentation and the three workspace checks — message tracing, delivery diagnosis and routing explanation — are available to every signed-in user on a paid plan, with what an agent can see narrowed to what they could already find by clicking around the app. The wider workspace reporting — deals, tasks, contacts and analytics — remains OWNER/ADMIN only.

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29. Admin Subscription Sync

Purpose: Administrative utility for synchronizing Stripe subscription data with the database to ensure all team members have proper access.

Key Features:

Sync Functionality: - One-Click Sync - Synchronize all subscriptions - Stripe to database sync - Update subscription status - Ensure access consistency - Batch processing

Results Display: - Sync Results - Clear feedback on sync operation - Number of subscriptions synced - Number of errors encountered - Success/failure indicators - Detailed error messages

Access Control: - Admin Restricted - Only accessible by administrators - Protected route - Role validation - Organization scoping

Use Cases: - Fix subscription access issues - Ensure team members have correct permissions - Debug billing discrepancies - Verify subscription status after Stripe changes

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30. Sales Pipeline Report (/sales-report)

Purpose: Comprehensive sales pipeline analysis with stage-by-stage breakdown, deal metrics, and export capabilities.

Key Features:

Pipeline Selection: - Multi-Pipeline Support - Analyze any pipeline - Dropdown selection for all pipelines - Default pipeline auto-selection - Real-time data refresh - Assignee Filtering - Filter by deal owner - All assignees view - Unassigned deals view - Individual team member filtering

Report Metrics: - Summary Cards - Key performance indicators - Total stages count - Total deals count - Total pipeline value - Average deal value - Stage-by-Stage Breakdown: - Deals per stage - Total value per stage - Average probability per stage - Visual stage color coding

Report Presentation: - Collapsible Sections - Organized view - Expand/collapse individual stages - Expand All/Collapse All toggle - Deal table per stage - Deal Details Table: - Deal name - Contact name - Company name - Description - Value (formatted currency) - Expected close date - Probability percentage

Export Capabilities: - CSV Export - Download report data - Stage summaries - Individual deal details - Grand total row - Timestamped filename - Quick Actions: - View deal details - Open deal in pipeline - View contact conversation

Access Control: - Admin/Owner Only - Management visibility - CRM access required - Agent role excluded - Organization-scoped data

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31. Templates (/templates)

Purpose: Manage reusable message templates for quick replies, broadcast campaigns, and bot flows.

Key Features:

Template Management: - Create Templates - Build reusable message templates - Template name and category - Rich text message body - Image attachment support - Variable placeholders - Saved Videos - Attach a video (MP4 or 3GP, up to 15 MB) to a quick reply when you create or edit it, preview it in place, and replace or remove it at any time. A reply can be text, a voice note, a video, or a mix. For WhatsApp to accept it, use H.264 video with AAC audio - Saved Voice Notes - Record a voice note in the browser, or upload one, and save it on a quick reply - Rename, replace or remove the recording at any time - Agents preview it in the inbox Templates popover and send it deliberately — it is never sent by accident with the text - Saved voice notes are kept indefinitely, not cleaned up like one-off attachments, because they are meant to be reused - Edit & Delete Templates - Full CRUD operations - Search & Filter - Find templates by name or category - Template Table - List view with sortable columns - Name, category, created date, last updated - Quick actions (edit, duplicate, delete) - Duplicate Templates - Copy existing templates - Permission-Based Delete - Role-based deletion control

Template Categories: - Quick Reply templates - Broadcast templates - Bot flow message templates

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32. REST APIs & Webhooks

Purpose: Comprehensive API layer for external integrations, allowing third-party systems to create leads, deals, and contacts programmatically.

Key Features:

Signed-in access is scoped to the person: - A request made with a signed-in user's token (rather than an API key) sees and changes only what that person can in the dashboard — their role, permissions and conversation access apply, and the mobile app's contact lists return only the contacts that agent can see

Lead Creation API: - Single Lead - POST /functions/v1/create-lead - API key authentication - Contact creation with first/last name, email, phone - Optional deal creation alongside lead - Source and tag assignment - Custom fields support - Bulk Leads - POST /functions/v1/create-leads-bulk - Batch creation of multiple leads - Same fields as single lead - Error reporting per record

Bulk Deal Creation API: - Create Deals - POST /functions/v1/create-deals-bulk - Create up to 100 deals per request - Contact matching by email, phone, or ID - Auto-create missing contacts (create_contact_if_missing) - Skip duplicates (skip_if_exists) - Default currency and stage settings - Contact first/last name for auto-creation

Message Translation API: - Translate Messages - POST /functions/v1/translate-message - Arabic ↔ English translation - Auto-detect source language - Powered by MyMemory translation API - Used in inbox for real-time message translation

Email Tracking: - Open Tracking - GET /functions/v1/email-tracking-pixel - Invisible tracking pixel for email open detection - Open count and timestamp logging - Click Tracking - GET /functions/v1/email-tracking-redirect - Link click tracking with redirect - Click count and timestamp logging - Original URL preservation

Service Monitoring: - Health Check - GET /functions/v1/service-monitoring - System status endpoint - Service availability verification

Kommo Import: - Import Leads from Kommo - POST /functions/v1/import-kommo-leads - Import leads from Kommo CRM - Field mapping and data transformation - Batch processing

RAG Knowledge Base Rebuild: - Qdrant Rebuild - POST /functions/v1/qdrant-rebuild - Rebuild vector search index for AI knowledge base - Re-embed all knowledge base documents - Used by AI customer support bot for RAG queries

Flow runtime: - Flow Deployment - publishing compiles a flow and brings its webhook live - Webhook URL configuration - Deployment tracking - Flow Callback - execution results flow back into the session state

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33. Login Schedule & Agent Workload

Purpose: Configure team member work schedules and monitor agent capacity in real-time.

Key Features:

Login Schedule: - Per-Agent Work Hours - Define weekly work schedules - Day-by-day schedule configuration - Start and end time per day - Enable/disable days - Applied per team member - Used for availability-based task assignment

Agent Workload Dashboard: - Real-Time Capacity View - Monitor agent workload - Active tasks per agent - Open conversations per agent - Availability status - Capacity percentage - Used in task automation for workload-based assignment

Team Workload Tab: - Who handled the work - Conversation share per team member, across today, all-time and four more periods, as a pie with a breakdown table - Where the work came from - A second chart splits the same conversations by channel, so an unassigned slice stops being anonymous and names the channel responsible - Catches conversations going nowhere - Traffic arriving on a channel no agent is granted shows up as its own row instead of disappearing into "unassigned" - Both charts share the same periods and the same definition of "today", so they can never disagree - Routing, explained on the screen - The routing settings screen states how a rule picks an agent, rather than leaving the method to be inferred

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34. Error Monitoring & Reliability

Purpose: Production error tracking and application reliability features.

Key Features:

Error Monitoring: - Error Tracking - Automatic error capture and reporting - JavaScript error monitoring - React Error Boundary integration - Stack trace collection - User context attachment - Environment-based configuration

Error Boundary: - Graceful Error Handling - Prevent full app crashes - Component-level error boundaries - User-friendly error messages - Recovery options (retry, reload)

Network Status: - Connection Monitoring - Real-time connectivity status - Online/offline detection - Visual status indicator - Auto-reconnect handling

Realtime Status: - WebSocket Health - Supabase realtime connection monitoring - Connection state indicator - Auto-reconnect on disconnect

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35. Shared Content System (/shared/:token)

Purpose: Generate secure, shareable links for deals, contacts, companies, tasks, and pipeline reports with password protection and access tracking.

Key Features:

Shareable Entity Types: - Deals - Share deal details externally - Deal title and value - Contact and company information - Stage and probability - Expected close date - Products list (if configured) - Contacts - Share contact profiles - Name and basic info - Phone numbers and emails - Company association - Tags - Companies - Share company profiles - Company details - Address information - Industry and size - Website and social links - Tasks - Share task details - Task title and description - Status and priority - Due date - Assignee information - Pipeline Reports - Share sales reports - Full pipeline breakdown - Stage-by-stage analysis - Deal tables - Total value summary

Security Features: - Password Protection - Optional password requirement - Password hash storage - Password validation UI - Invalid password feedback - Expiration Control - Time-limited access - Set expiration date - Automatic link expiration - Access Tracking - Monitor link usage - View count tracking - Access timestamp logging

Sharing Settings: - Sensitive Data Control - Privacy options - Show/hide sensitive data toggle - Contact information masking - Financial data visibility - Download Permission - Control downloads - Enable/disable download button - PDF export (future)

Public View: - Branded Experience - Professional presentation - Clean, modern UI - Entity-specific layouts - ConnectGain branding - "Get it now" promotion link - Mobile Responsive - Works on all devices - Touch-friendly interface - Responsive tables - Mobile-optimized forms

36. Social Media Planner (/social-media)

Purpose: Schedule, publish, and manage social media content across Facebook, Instagram, and LinkedIn from a unified visual calendar.

Key Features:

Content Calendar: - Visual Calendar View - Read-only month grid - Each day shows up to 3 posts (with +N more), placed by scheduled_at - Status indicators: Draft, Scheduled, Publishing, Published, Partially Failed, Failed - (No drag-and-drop or click-to-create yet — create/edit via Composer & Library) - Content Library - Searchable list with status and content-type filters, plus per-post Delete and Publish-now/Retry

Supported Platforms & Formats: - Facebook Pages - Publishing via token reuse from Messenger channel - Instagram Business - Publishing via token reuse from Instagram channel - LinkedIn - Publishing via OAuth + v202401 API - X (Twitter) and TikTok content formats are selectable in the composer, but the social-publish engine currently publishes only to Facebook, Instagram, and LinkedIn — X/TikTok auto-publish is not yet implemented. - 11 Content Formats: - Text, Image, Carousel, Video, Reel, Story - GIF, Document, Link, Poll, Thread - (Each format advertises the platforms it supports; see the app)

Post Composer: - Editor - Title, content, comma-separated hashtags - Media Upload - Images/videos/PDF (100 MB) with per-type count/min/max rules - Platform Previews - Live preview of how the post looks on each platform - Poll / Thread / Link composers - Stored on the post (polls & threads are not yet published to platform APIs) - Scheduling - datetime-local picker; the chosen local time is stored as a UTC instant

Publishing Engine: - Token Reuse - Reuses Facebook/Instagram/LinkedIn tokens from connected channel accounts - Auto-Publish - a scheduler runs every minute, claims due posts and publishes them - Immediate publish & manual Retry - Publish now from the Composer, or retry failed posts from the Library - Per-platform results - social_post_platforms records external_post_id / error per platform; final status is published, partially_failed, or failed - Actionable errors - Meta token/permission errors are translated (e.g. reconnect channel, missing pages_manage_posts scope)

Analytics: - Post counts - Total / Published / Drafts / Failed, plus breakdowns by content type and platform - (Platform reach/impressions/engagement are not pulled from platform APIs yet — engagement_data is reserved for future use) - Content Library - Reuse media across posts via the signed-upload storage bucket (or per-org S3/R2)

Telegram Publishing (Beta): - Publish to a Telegram channel on the same schedule as everything else - Set the destination channel in the Telegram channel settings, and test it before you schedule — the check reports "chat not found", "the bot is not an admin" and "the bot cannot post" separately, because each needs a different fix - Available on bot-mode Telegram channels (personal-account channels have no bot and cannot publish) - A post whose destination is not set up yet is held, not failed — connect the channel and it publishes on the next run

Team Collaboration: - Approval Workflow - Submit for OWNER/ADMIN review with comment threads - Role-Based Access - OWNER/ADMIN full access; AGENT create drafts and view own posts - Feature Gated by social_media_planner in organization settings

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37. Products (/products)

Purpose: Maintain a product catalog that can be attached to deals as line items.

Key Features:

Catalog Management: - Product Table - List view of all products with search - Create & Edit - Product form dialog for adding and updating products - Bulk Import - Import multiple products at once via a bulk import dialog - Upload an Excel file (.xlsx or.xls) or a CSV — whichever your catalog already lives in - Download a ready-made sample in either format to see the columns - Deal Linkage - Products are used as deal line items in the sales pipeline

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38. Inbox Health (/inbox-health)

Purpose: Monitor messaging delivery health, queue backlog, and channel status across the inbox.

Key Features:

Monitoring: - Delivery Latency - Message delivery-latency metrics - Message Queue - Message-queue monitoring for backlog visibility - Channel Health Grid - Per-channel health status overview - DLQ Monitor - Dead-letter-queue monitoring for failed deliveries - Conversation Pipeline - Conversation processing pipeline view

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39. Meeting Recordings (/meeting-recordings)

Purpose: Review synced meeting recordings and their follow-ups in one place.

Key Features:

Recordings: - Synced Recordings - Meeting recordings synced from connected providers - Follow-Ups - Post-meeting follow-up tracking

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40. Team Chat (/team-chat)

Purpose: Internal team messaging inside ConnectGain — so coordination about a customer happens next to the customer's record, not in a separate app.

Key Features:

Channels & Direct Messages: - Group channels for teams, desks, or projects - Direct messages between team members - Unread badges so nothing is missed - Instant delivery, like any modern chat app - Who created the group - Every group shows "name created this group" at the top of the chat and a Created by line in group settings, visible to every member, including for groups made before this was added. It is left out when the creator has since left the group - Broadcast to several colleagues - The new-chat window has a Broadcast tab: pick up to 5 team members, write up to 5 messages, and each person gets them in their own private chat. Recipients can't see who else received them, and it's open to every member. Text only — no attachments - Clear confirmation when you add people - Add selected shows how many colleagues you have ticked, and once they are added the window closes with a "Members added" message naming them - Choose what new members can read - When you add people to a group, pick Don't include chat history (the default), history from a date range (the last N days, or from a date you choose), or all chat history

Why it matters: - Internal coordination happens beside the customer record it's about — no switching apps to ask a colleague a question - No second chat subscription to buy - Can be switched on or off per organization

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41. Flows Workspace (/flows/*)

Purpose: Everything around building, testing, observing, and costing bot flows — not just the canvas.

Key Features:

Channel Simulator (/flows/simulator) (Beta) - Test the bot before customers do — a full chat simulator that drives a real flow - Supports voice, image, video, and document messages - Renders Quick Reply buttons exactly as the channel would - Bot typing indicator during customer wait time, so pacing is realistic - Booking, voice, and data-lookup steps all run safely in the test - The bot remembers the conversation exactly as it would live - Test against your real contacts, deals, and tasks - Shareable demo links — send a working demo of the bot to a colleague or client for sign-off before it goes live. They don't need an account to try it.

Flow Executions (/flows/executions) - Execution history per flow with status and timing - Drill into what ran, what branched, and where a run stopped

AI Usage (/flows/ai-usage) - Token consumption and estimated cost from your bot flows' AI steps, flow by flow - Day and week views - Covers every AI step your bots run, so there are no surprise costs - For AI spend across every feature — not just bot flows — see AI Consumption (§49)

AI Logs (/flows/ai-logs) - A record of what the AI was asked and what it decided — useful when tuning how your bot behaves

Flow Building — recent additions: - Comment triggers - A flow can start from a comment on a post, and reply to that comment publicly before moving the person to DM - Per-step DM override - Any step can choose to answer in the DM instead of the comment thread, so a public reply and a private follow-up live in one flow - Remember something about the conversation - A step can set conversation metadata for later steps to branch on - Send Media to several channels - Pick more than one channel for a media step - Product search that survives real typing - The catalog lookup tolerates typos and cross-language queries, and still finds a product when the customer's wording joins words the catalog keeps apart

• Let the customer finish typing - The AI agent can wait for more messages before it replies, so someone sending three quick lines gets one considered answer instead of three half-answers. You set the wait window and a maximum. WhatsApp Cloud, off by default.

Connection Tester (/flows/test-webhook) - Check that another system can trigger your automation correctly, before you connect it for real

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42. Billing, Payments & Distributors

Purpose: Sell and get paid in the markets ConnectGain actually operates in.

Key Features:

Payment Providers: - International cards - subscriptions, self-service billing portal, discount codes - Egyptian cards - checkout invoiced in EGP, priced locally. Egypt is detected automatically at checkout — no US card or foreign-currency account needed. - InstaPay (switched on per workspace) - Where we have enabled it, an unpaid EGP invoice shows Pay with InstaPay next to Pay with Kashier: scan a QR code or send a payment request to your InstaPay address, and the invoice settles itself the moment the payment lands - Salla - Salla marketplace billing - Zid - Zid marketplace billing - Shopify - Shopify app billing - Paddle - additional international payment option

Subscription Management: - Your subscription, in one card - On the Billing page, workspaces paying in EGP see their plan, status and renewal date. Owners and admins can cancel at the end of the period, or resume before it ends - Renewals that don't surprise you - Your EGP renewal invoice is issued ahead of time (for a trial, from its start; for a paid month, a week before it ends) and the owner gets an email reminder with a link to pay. Paying early never loses days — the new period continues from the current end date - A grace period, not a cliff - If a month ends unpaid, the workspace keeps access for 3 days while it shows as past due, and is then cancelled if the invoice is still unpaid. Subscriptions already running before this arrived carry on exactly as they were - Plan switching with coupon application from the Profile → Subscription tab - Discount codes work across payment methods - Usage statistics against plan limits (contacts, conversations, team members) - Paid-plan trials

Channel & Usage Charges: - WhatsApp Business numbers included with your plan are used first; extra numbers can be added and billed - Usage beyond your plan allowance is billed transparently rather than cut off - Call Intelligence has a clear setup and usage price - AI consumption is one click from the Billing page — see what AI is costing you, feature by feature (see §49)

Billing Admin Workspace (/admin/billing) (billing admins only) - Reached from the top bar, not the sidebar — the sidebar is for the work, not the desk - Organization directory with dense search and filters - Per-org workspace with billing controls - Cross-org plan-limit usage audit - Desk roster with Appgain readiness indicators

Partner Program - Apply to become a partner at /partner-apply — no account needed. Collects company, contact, country, business type and expected referral volume, so a billing admin has enough to decide without a back-and-forth - Billing admins approve or reject applications from Billing Admin → Partners; either way the applicant gets an email — an invite to their new partner dashboard on approval, a decision email (with an optional reason) on rejection - Partner login — a dedicated sign-in link (/auth?portal=partner) that also links out to the application form - Partner & Distributor Portal (/distributor) — for agencies and resellers managing several client organizations from one place - Create affiliates — enter the company name and the owner's email; the owner is invited to set up their own workspace, which starts on the Free plan. The owner upgrades from Subscription (or contacts us to activate it) and then adds their own team from Team Members — partners do not add team members - Partner tier (Bronze / Silver / Gold), based on how many affiliate organizations the partner has brought in, shown with progress to the next tier - Deal registration — lock in attribution for a prospect before closing them, good for 90 days; billing admins approve or reject each registration

Billing Sync (/admin/sync) - One-click reconciliation if a payment and an account ever fall out of step (see §29)

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43. Meta Ads (/ads)

Purpose: Close the loop between ad spend and conversations — see which Meta ad actually produced the customer now messaging you.

Key Features:

Performance reporting (read-only): - Pulls ad accounts, campaigns, ad sets, ads and creatives plus daily insights from the Meta Marketing API - Spend reported in your own currency, with a per-day FX rate applied - Click-through rate recomputed across the whole window, not averaged from daily rows - Cost per message — spend divided by messaging conversations started, the metric that matters for click-to-message advertising - The integration never creates, edits, pauses or spends against an ad account

Lead & conversation attribution: - Meta Lead Ads forms sync in, and each lead traces back to the ad that produced it - Inbound conversations are linked to the ad that started them, with campaign tags to navigate between the ad side and the conversation side - Backfill for conversations that arrived before the integration was connected

Access: enabled per organization, with separate permissions to view ads and to manage ad accounts permissions separating viewing from connecting accounts.

Full setup and permission tiers: Meta Ads integration.

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44. Google Ads (/google-ads) (Beta)

Purpose: The Google counterpart of Meta Ads, deliberately mirroring its shape so both sides of paid acquisition read the same way.

Key Features:

• Pulls customer accounts, campaigns, ad groups, ads and daily metrics via the Google Ads API
• Spend converted from micros into your own currency through the same FX pipeline as Meta Ads
• Click-through rate recomputed over the window rather than averaged
• Conversions and cost per conversion carried through from Google's own reporting
• Read-only, like Meta Ads

Access: behind the google_ads feature gate; beta / early access.

Full setup: Google Ads integration.

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45. Approvals (/approvals)

Purpose: Put a person in the loop before an automation does something consequential — a refund, a discount, a message to a VIP customer.

Key Features:

A durable pause, not a timer: - An automation rule can include a "request approval" step. The rule stops there and the remaining actions are stored on the request, then replayed when someone approves - Because the pending actions are persisted, an approval that arrives three days later still resumes correctly - Requests can carry an expiry, so a stale approval can never fire a month-old side effect

The approvals queue: - One place showing what is waiting, how many steps each request will release, and who can decide - Approve or Reject, with an optional note - Expired requests are shown as expired rather than silently dropped - Routed to a named approver or a role, so any qualifying person can decide

Integration: - Fires the approval.requested and approval.decided webhook events, so external systems can react to the decision

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46. Meetings & Minutes (/meetings) (Beta)

Purpose: Record an in-room meeting, transcribe it, and turn it into a Minutes of Meeting document people actually keep.

Key Features:

In-room capture: - Records in the browser — no bot joins the call, nothing to install - Encoded live to MP3 and checkpointed as it goes, so a crashed tab does not lose the meeting - Sized so a 3.5-hour meeting still fits the upload ceiling - Long meetings transcribe across several passes automatically

Minutes of Meeting: - Generates an editable document: attendees, agenda, discussion, decisions, action items, risks - Your edits are protected — regenerating never overwrites a section a person has touched - Export via the shared print pipeline, so Arabic renders correctly - Tasks are created explicitly, never auto-generated behind your back

AI cost tab: every meeting shows what it cost to transcribe and to write its minutes, stage by stage — transcription is usually most of a long meeting's bill.

Billing: meetings draw on the same minute pool as Call Intelligence.

Access: beta — staff and manually granted organizations, plus anyone who activates their own seat in Settings → Meetings: Pro $14, Enterprise $21 or Enterprise+ $28 per user per month, about 25% less paid annually. A seat is personal, so it works on any workspace plan, including Free.

Full detail: Meetings and Minutes.

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47. Release Notes & Product Updates

Purpose: Tell you what changed, without you having to go looking.

Key Features:

In the app: - "What's new" after a release - A one-time dialog the first time you load a new build, written in plain language — what the change does for you, never how it was built - Release notes in the top bar - The full public list is one click away, any time

Out of the app: - Weekly product update - Every Monday, a summary of what shipped that week - Nothing to say, nothing sent - A quiet week sends nothing at all, which is what keeps the update worth opening - Only what is already public - The update is generated from the same public release feed the website renders, so it can never leak an unreleased or staff-only feature - Your choice - Product announcements carry an unsubscribe link and honour their own preference, separate from the one that controls task emails

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48. Demo Mode (/demo)

Purpose: Let someone try the product properly, without a signup and without them changing anything.

Key Features:

• Nothing is ever saved - Every write is refused in the browser before it leaves, so a demo session cannot alter data no matter what the visitor clicks
• No empty screens - Screens are populated with realistic sample data, so a demo never opens on a blank inbox or an empty pipeline
• No red errors - A blocked action explains itself once, calmly; routine background writes are refused silently rather than shouting
• Read-only by design, not by permission - The guard is in front of the request, so it holds even where a permission check would not
• Never privileged - The showcase account can never hold platform-admin rights

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49. AI Consumption (/billing/ai-usage)

Purpose: See what AI is costing your organization — across every AI feature, in one place — before your AI provider's invoice arrives.

Key Features:

• One total for all AI - Estimated spend, tokens used, number of AI calls, and minutes of audio processed
• Spend by feature - Bot flows, Voice agent, Call Intelligence, Meetings, Inbox AI and Re-engagement, each with its share of the total and a link straight to that feature
• Daily spend chart - Stacked by feature, so a spike tells you which feature caused it
• Model mix - Which AI models each feature used, and what each one cost
• Day, week and month views, with earlier periods one pick away
• Priced at your provider's real rates - Calls and meetings analysed on OpenAI or Claude are priced at those vendors' rates, not assumed to be Gemini
• Drill into a feature - Jump to bot flow AI usage, Call Intelligence or Meetings for the detail behind a number
• Honest about what it is - Figures are estimates from published rates; your AI provider's own invoice is the final word
• Reached from the sidebar, next to Billing, and from the AI consumption button on the Billing page

Access: organization owners and admins only.

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Supported Channels

1. WhatsApp Lite (AppGain) - QR code authentication - Phone number messaging - Media support (images, videos, documents) - Delivery and read receipts - Template messaging - Link shortening - Warming campaigns - Works with WhatsApp's privacy settings - When someone messages you with their number hidden, their messages still attach to the right contact rather than opening a stranger's thread - Username-only contacts are asked for a number, and the answer is saved to the contact - Duplicates are merged, not faked - When the same person surfaces twice, the records are merged

2. WhatsApp Cloud (Meta) - Meta WhatsApp Business API integration - OAuth authentication via Facebook - Approved template messaging - Rich media support - Interactive buttons - Delivery and read receipts - Business verification - Oversized images just send - A photo above WhatsApp's 5 MB limit is resized automatically instead of failing, and unsupported image formats are converted on the way out - Bad numbers are caught at connection time - A phone number Meta cannot reach is rejected while you are still in the setup wizard, not after the channel looks connected

3. Facebook Messenger - Facebook Messenger API integration - OAuth authentication - Page connection - Quick replies - Buttons and carousels - Media support - Typing indicators

4. Instagram Direct Messages - Instagram Graph API integration - OAuth authentication - Business account connection - Media support - Story mentions - Direct messaging - Message requests

5. Telegram (two connection modes)

• Bot mode (default)
• Connect an official Telegram bot in minutes; credentials are stored encrypted and are never visible to your team members
• Sticker, poll, media, group messaging, channel broadcasting
• A contact is created automatically for every person who writes in, exactly like WhatsApp

• A Telegram bot can only ever see messages sent after it was connected — that is a Telegram rule, not a ConnectGain limit. To bring old conversations with you, use personal-account mode below.

• Personal-account mode (differentiator — no competitor offers this)

• Connect a real Telegram account (not a bot) by signing in with the phone number
• Imports existing chat history and dialogs — a rep's prior Telegram conversations come into the inbox instead of being lost
• Contacts are created and filled in automatically from the account's address book
• Reply normally, with photos and files kept in sync
• Re-import at any time, with a progress indicator in the inbox while it runs

• Choose which chats to leave out

• Channel publishing & DM opt-in funnel (beta, bot mode)

• Publish scheduled posts to a Telegram channel from the Social Media Planner
• Turn channel readers into conversations: a DM opt-in funnel brings someone from the channel into a one-to-one thread in your inbox

Both modes are selectable directly in the channel connection UI.

6. TikTok - TikTok Business Messaging integration - OAuth authentication (tiktok-oauth) - Direct messaging - Media support - Business account features

7. Email - IMAP/SMTP integration - Email sending (SMTP and Amazon SES) - Email receiving - HTML email support - Attachment support - Email threading - Open/click tracking (pixel + redirect) - Bounces you can see - Bounced addresses are surfaced rather than swallowed, and are checked before the next send so you stop mailing dead addresses

8. SMS (broadcast / sequences only — not shown in the unified inbox) - SMS gateway via Appgain Notify (VictoryLink provider) - Character limit management (160 / 1600 concatenated) - Delivery tracking - Link shortening - Outbound campaigns and drip sequences only — there is no inbound SMS webhook and SMS conversations do not appear in the inbox

9. LinkedIn - LinkedIn OAuth + messaging webhooks - v202401 publishing API (Social Media Planner) - Direct messaging - Media support

10. Shopify Inbox (legacy / on request — the add-channel tile is hidden by default) - Shopify custom-app integration (shopify-inbox-webhook) - Inbound and outbound store-chat messaging - Media support - The connection flow is retained for existing accounts; new connections are enabled on request.

11. Web Push Notifications - Web Push API support - Background notifications (works when app is closed) - Android support (Chrome, Firefox, Samsung Internet) - iOS support (Safari PWA, iOS 16.4+) - Automatic subscription management - VAPID key authentication - Service worker integration - Notification click handling

12. ShrinkIt Push Notifications (channel type n_PUSH / SHRINKIT_PUSH) - Push notification support - Mobile app integration - Notification delivery

Channel Features

Unified Inbox: - All channels in one conversation list - Channel badges for identification - Channel-specific formatting - Channel-specific actions

Real-Time Sync: - Instant message delivery - Live status updates - Real-time conversation sync - Multi-device support

Channel Management: - Multiple channels of same type - Channel naming - Channel status (Active/Inactive) - Channel configuration - Channel health monitoring

Channel Statistics: - Messages sent/received per channel - Conversation count per channel - Response time per channel - Channel performance metrics

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CRM Capabilities

Contact Management

Contact Database: - Unlimited contacts (plan-dependent) - Multiple phone numbers per contact - Multiple email addresses per contact - Company association - Custom fields - Tags system - Notes and activity timeline

Contact Organization: - Tag-based organization - Company-based grouping - Custom field filtering - Advanced search - Bulk operations

Contact Import/Export: - CSV import with column mapping - Kommo CRM import (via integration) - CSV export - Optional masking of phone numbers and email addresses for agents, with logged reveals for owners and admins - Data validation and error reporting - Duplicate detection and merging - Bulk import progress tracking

Company Management

Company Database: - Company profiles - Industry classification - Company size tracking - Annual revenue tracking - Address management - Contact associations - Deal associations

Company Organization: - Country-based filtering - Industry-based filtering - Tag-based organization - Search capabilities

Deal Pipeline Management

Pipeline Features: - Multiple custom pipelines - Custom stages - Visual kanban board - Drag-and-drop deal movement - Deal value tracking - Probability tracking - Expected close dates

Deal Management: - Deal creation from conversations - Deal creation from contacts - Deal editing - Deal deletion - Deal assignment - Deal tagging - Deal notes

Pipeline Analytics: - Stage distribution - Pipeline value - Conversion rates - Average deal value - Average deal duration - Win/loss rates

Task Management

Task Features: - Task creation - Task assignment - Priority levels - Due dates - Task completion tracking - Task filtering - Task search

Task Organization: - Overdue tasks - Today's tasks - Upcoming tasks - Tasks without due dates - Completed tasks

Task Views: - List view - Calendar view - Grouped by status - Grouped by priority - Grouped by assignee

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Scheduling System

Overview

ConnectGain Scheduling is a powerful, Calendly-like appointment booking system fully integrated into the ConnectGain platform. It allows team members to manage their availability, create custom event types, and let clients book appointments directly through personalized booking links.

Key Features

Event Type Management: - Create unlimited event types (e.g., "30-min Demo", "1-hour Consultation") - Custom duration (5 minutes to 8 hours) - Unique URL slugs for each event type - Location options (Google Meet, Zoom, Phone, In-Person, Custom) - Buffer time between appointments - Daily booking limits - Advance notice requirements (e.g., require 24 hours notice) - Availability window control (e.g., allow bookings up to 60 days in advance)

Custom Branding Per Event Type: - Custom theme colors for booking pages - Banner image support for visual branding - Personalized confirmation messages - Branded booking experience for each event type

Availability Management: - Weekly availability schedules - Different hours for different days - Time zone support - Blocked dates for holidays/time off - Automatic conflict detection - Integration with existing calendar events

Calendar Integrations: - Google Calendar Integration: - OAuth 2.0 secure authentication - Automatic event creation with Google Meet links - Real-time availability checking - Bi-directional sync (checks existing calendar for conflicts) - Automatic reminder emails - Calendar event updates on rescheduling/cancellation - Zoom Integration: - Automatic Zoom meeting creation - Join links automatically added to calendar events - Meeting details included in booking confirmations - Zoom account integration via API - Meeting recordings and follow-up capabilities

Booking Management: - Real-time availability calculation - Guest information collection (name, email, phone, notes) - Custom booking questions per event type - Confirmation emails with calendar invites - Booking confirmation tokens for guest access - Rescheduling and cancellation support

Public Booking Pages: - Professional public profile pages - Mobile-responsive booking interface - Real-time slot availability - Theme customization per event type - Clean URLs: /schedule/username/event-type - No login required for guests

Team Features: - Each team member gets their own scheduling profile - Personalized username slugs - Individual availability settings - Personal Google Calendar connections - Booking notifications and alerts

Use Cases

• Sales Teams: Demo calls and discovery meetings
• Consultants: Client consultation bookings
• Support Teams: Scheduled support sessions
• HR Teams: Interview scheduling
• Healthcare: Patient appointment booking
• Education: Student office hours
• Service Businesses: Service appointment scheduling

Integration Points

• CRM Integration: Automatically create contacts from bookings
• Deal Creation: Convert bookings to deals in the pipeline
• Task Generation: Create follow-up tasks from appointments
• Analytics: Track booking rates and no-shows
• Automations: Trigger workflows based on bookings

Beta Status

The Scheduling System is currently in beta, which means: - Core functionality is complete and stable - Some advanced features are still being developed - User feedback is actively being incorporated - Regular updates and improvements are being deployed

Integration Points

• Zoom Integration - Automatic Zoom meeting creation with join links
• Google Calendar Integration - OAuth 2.0 secure authentication with automatic event creation
• Microsoft Teams Integration - Teams meeting integration (coming soon)
• Calendar Sync - Bi-directional sync with existing calendar events
• Meeting Reminders - Automatic email reminders with calendar invites
• Timezone Support - Organization and user timezone handling

Advanced Features

• Recurring Appointments - Recurring booking support (coming soon)
• Group Events - Multi-attendee event management (coming soon)
• Payment Integration - Payment collection for paid consultations (coming soon)
• Calendar Feed (iCal) - iCal feed support (coming soon)
• SMS Reminders - SMS notification support (coming soon)
• Multi-Calendar Support - Multiple calendar integration (coming soon)
• Team Round-Robin Scheduling - Automatic team member rotation (coming soon)

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Automation & Workflows

Bot Flows

Visual Flow Builder: - Drag-and-drop interface - Node-based design - Connection management - Flow validation - Flow testing - Flow publishing

Flow Nodes: - 46 node types - Conditional logic - Data transformation - External API calls - Database queries - AI integration - Error handling

Flow Management: - Version control - Flow archiving - Flow duplication - Flow analytics - Execution logging

Automation Rules

Rule-Based Automation: - Event triggers - Condition matching - Action execution - Multi-step workflows - Error handling

Trigger Events: - Message events - Contact events - Deal events - Conversation events - Task events

Actions: - Create tasks - Assign conversations - Add tags - Send messages - HTTP requests - Update records

Automation Management: - Enable/disable rules - Rule editing - Rule deletion - Execution logging - Performance tracking

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Automation Use Case Library

Every example below is built from features that exist today, using dropdown menus — no coding, and no developer required. Each one follows the same simple shape:

When something happens → if these conditions are true → do this.

The building blocks

"When this happens…" — 24 things ConnectGain can react to:

Area	Triggers
Messages	A message arrives · a message is sent · a message fails to deliver · someone replies to a campaign
Conversations	A new conversation starts · a conversation is assigned · a conversation is opened or closed
Social	Someone comments on your Facebook page · a colleague adds an internal note
Contacts	A contact is created, updated, or assigned · a contact's tag changes · a contact moves to a new lifecycle stage
Deals	A deal is created, updated, or assigned · a deal moves to a new stage
Tasks	A task is created, updated, completed, or becomes overdue
Calls & meetings	A call ends · a Zoom recording is ready
Manual & external	An agent launches it from the inbox with one click · another system sends ConnectGain a signal

"…if this is true" — conditions you can add: is / is not · contains / does not contain · starts or ends with · greater or less than · within a time window (before, after, between, chosen days of the week, in your own timezone) · on a specific channel. Require all conditions to match, or any of them.

"…then do this" — what ConnectGain can do automatically: send a reply · tag the contact · create a task · assign the conversation to a specific person or to whoever is free · assign the deal · add the contact to a drip campaign · send the information to another system you use · and reply to a Facebook comment and send that person a private message.

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Social comment automation (Facebook)

Turn every comment on your Facebook post into a private sales conversation — automatically.

This is the single most requested automation for businesses running Facebook ads, and ConnectGain does the whole thing in one rule. The moment someone comments on your page post, ConnectGain can:

• Reply publicly under their comment — optionally greeting them by first name, so everyone else scrolling past sees that you answer fast
• Send that person a private message — the officially supported way to move a public commenter into a private one-to-one chat
• Add a button to that private message — your price list, catalogue, booking page, or a discount code, one tap away
• Or do just one half: public reply only, private message only, or both

Every comment also appears in your normal inbox as a real conversation, so your team can keep chatting, tag the person, assign them to a salesperson, or turn them into a deal — exactly like any other customer message.

One thing to know: Facebook allows a business to send one private message per comment, and only in reply to a top-level comment. After that, the customer has to write back before you can message again. ConnectGain handles this automatically so the attempt is never wasted.

Popular versions of this automation:

Goal	What you set up
"How much?" comments	Comment contains "price", "كام", "بكام" → public reply "Sent you the details in a message 👌" + private message with your price list button
Capture leads from an ad	Any comment → private message with a booking button + tag the person as an ad lead + create a follow-up task for a salesperson
After-hours comments	Comment arrives outside working hours → private message promising a reply in the morning, no public comment
Get them to a human fast	Any comment → automatically assign the conversation to whichever agent is most free
Catch complaints early	Comment contains complaint words → create a high-priority task for a supervisor, and skip the automatic message

Instagram comments are captured into the inbox as conversations the same way, so your team answers Facebook and Instagram commenters from one screen.

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Instant response & first-touch automation

Use case	Recipe
Out-of-hours auto-reply	A message arrives outside working hours → send "We're closed, back at 9am"
Instant acknowledgement	A new conversation starts → send a saved welcome message straight away
Never leave a lead unassigned	A new conversation starts → assign it automatically to whoever is online and least busy
Channel-specific greeting	A message arrives on WhatsApp → send the WhatsApp welcome; different wording per channel
Language-based routing	The message is written in Arabic → send it to the Arabic-speaking desk
Keyword triage	The message mentions "refund" or "cancel" → tag the customer as at-risk, create an urgent task, alert a supervisor
Reopen handling	A closed conversation comes back to life → tag it, reassign it, or notify the owner

Lead capture & qualification

Use case	Recipe
Every new contact becomes a deal	A contact is created → automatically open a deal in your pipeline
Auto-tag by source	A contact is created → tag them by the channel or campaign they came from; countries are tagged automatically from the phone number
Qualify in chat, then create the deal	The bot asks for budget and timeline, checks the answers, opens a deal in the right pipeline, and hands the customer to a salesperson
Ad-lead follow-up	A lead comes in from a Facebook lead form → add them to an automatic WhatsApp follow-up campaign
Leads from your website or another system	Your website or CRM sends leads into ConnectGain, and all your normal automations run on them
Trigger a bot from another system	Another tool signals ConnectGain, which finds or creates the customer and starts the right conversation

Sales pipeline automation

Use case	Recipe
Stage-change playbooks	A deal moves to "Proposal" → create a "Send quote" task due tomorrow and message the customer
Won-deal onboarding	A deal is won → start the onboarding campaign, tag them as a customer, and move them to the customer stage
Lost-deal win-back	A deal is lost (with the reason recorded) → start a 90-day win-back campaign
Deal deadline alerts	A deal sits too long without progress → escalate it automatically
Idle-deal reassignment	A deal goes untouched for too long → hand it to the next salesperson, with the change recorded in its history
Deal handoff notice	A deal changes owner → create a task for the new owner and notify them

Task & workload automation

Use case	Recipe
Overdue escalation	A task becomes overdue → pass it to a supervisor and send a notification
Completion follow-through	A task is completed → automatically message that customer on WhatsApp
Fair, skills-aware distribution	Share work by rotation, by who is least busy, by who is actually available, or by who has the right skill — with an optional working-hours rule
Balance by conversations, not tasks	Share work based on how many open chats each agent has
Complaints jump the queue	Complaint follow-ups are prioritised ahead of routine work

Post-call & post-meeting automation

Use case	Recipe
Follow-ups created from the call itself	A call ends → the AI pulls out what was promised and creates the follow-up tasks for you
Unhappy-call escalation	A call sounds negative → flag it for a supervisor
Compliance escalation	A serious compliance risk is detected on a call → alert a supervisor and record it in the compliance report
Meeting recording follow-up	A Zoom recording is ready → transcribe it, summarise it, and file the follow-up

Outbound, campaigns & re-engagement

Use case	Recipe
Campaign reply handling	Someone replies to a campaign → assign them to an agent, tag them, or start a bot conversation
Target people who recently talked to you	Send a campaign only to contacts who messaged within a chosen date range
Drip nurture	Automatic message series over Email, WhatsApp, and SMS — sent only during chosen hours, with daily limits and natural spacing so you don't look like a robot
Rescue conversations before they expire	AI re-opens Messenger, Instagram, and WhatsApp chats before Facebook's 24-hour reply window closes
Never fail a WhatsApp send	If the 24-hour window has already closed, ConnectGain sends an approved template instead of failing

External systems & data sync

Use case	Recipe
Push information to any system you use	Any of the 24 triggers can send data straight into your ERP, accounting, or internal tools
Keep your other systems in sync	Your systems can subscribe to ConnectGain events, with secure signing, delivery logs, and automatic retries
Log everything to Google Sheets	Add a row to your own Google Sheet automatically
Live stock or order lookup	The bot checks real stock levels or order status mid-conversation and answers with the live figure
Book appointments inside the chat	The AI checks real availability and books the appointment without a human
Reuse your automations	One automation can call another, so you build a step once and use it everywhere

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AI-Powered Features

AI Customer Support Bot

Automated Response System: - Knowledge-base powered responses - RAG (Retrieval-Augmented Generation) architecture - Context-aware conversation handling - Multi-language support (Arabic, English, Auto-detect)

Handoff Management: - Keyword-based handoff triggers - Sentiment-based escalation - Manual agent takeover - Handoff reason tracking - Conversation context preservation

Per-Channel Configuration: - Individual bot settings per WhatsApp channel - Personality customization - Language preferences - Welcome messages - Response style configuration

AI Agent (Tool-Calling Agent in Flows)

Beyond scripted bot flows, the AI Agent node gives a flow a reasoning agent that decides which tools to call, in what order, to actually complete the customer's request.

Available tools:

Tool	What the agent can do
Look up your data	Check prices, stock, bookings, or listings and answer with the real figure
Answer open questions	Understand a question asked in plain language and find the answer in your data — nothing to pre-programme
Save the customer	Create a contact with their name, email, phone, and tags
Update their details	Write what it learned back onto the customer's record
Open a deal	Create a sales opportunity with a value and pipeline stage
Tag the customer	Label them mid-conversation for later targeting
Talk to your other systems	Look things up in your store, ERP, or booking system and reply with the answer
Book an appointment	Check real availability and confirm the booking
Send a photo	Send a product photo or document on WhatsApp, Telegram, Instagram, Messenger, TikTok, or Email

You stay in control: write the agent's instructions in plain English, choose how clever (and how expensive) it should be, decide how it searches your product catalogue, and see exactly what it cost in the built-in AI Usage and AI Logs dashboards. If an agent is missing what it needs to run, ConnectGain tells you before it goes live — not after a customer hits it.

AI Voice Agents (Live Spoken Conversations)

Real spoken conversations inside your bot. The customer talks, the AI talks back in a natural voice, in real time — a genuine two-way conversation, not a recorded menu and not a robot reading text aloud.

• A real voice, not a robot reading text — powered by Google's native-audio conversational model
• Choose the voice — several natural voices to match your brand
• 12 languages — English, Arabic, Spanish, French, German, Portuguese, Chinese, Japanese, Korean, Turkish, Russian, Hindi
• It writes down what it hears — tell it what to capture (name, email, what they want, a quantity) and those details come back as clean data you can act on, not a recording someone has to listen to
• Never leaves anyone stuck — if voice isn't available, the customer is moved back to text chat with a message you choose
• Secure by design — voice sessions use short-lived, single-purpose credentials. Your AI key is never exposed to the customer's browser and cannot be reused for anything else.

AI Call Center (Telephony + Call Intelligence)

ConnectGain covers the full call lifecycle — place the call, record it, transcribe it, analyze it, score the agent, and roll the signal onto the deal.

Softphone (SIP / WebRTC): - Call from the browser — no desk phone and no separate dialler app - Works with your existing phone system, or with hardware we supply — set your outbound caller ID and control which team members may use each line - Multiple lines per organization (e.g. "Sales line", "Support line") - Click-to-call from any contact; the softphone search surfaces all of a contact's phone numbers - Every call is logged automatically to the contact timeline - One switch turns it off for the whole company. If you do not use the built-in phone, an owner or admin switches it off in Settings and the dialler, the call widget and the call-task cards disappear for everyone — no half-configured phone icon cluttering the screen. Your lines and settings are kept, a call already in progress is allowed to finish, and open tabs update immediately. Switch it back on and everything is where you left it

Recordings from your own phone system: a Yeastar P-Series PBX can be connected directly — its recordings are collected automatically and analysed like any other call (see §20). Part of the AI Call Intelligence add-on.

Then Call Intelligence takes over (see §20 for the full breakdown): automatic transcription with speaker diarization for code-switched Arabic/English, conversation interaction stats (talk ratio, longest monologue, interactivity, question rate, patience), sentiment with a per-call timeline, AI summary, action items auto-converted into CRM tasks, structured topic extraction, conversation trackers (keyword and smart AI concept detection), agent QA scorecards, trade-call compliance surveillance, manager agent-level KPI reporting, and call→deal revenue rollups.

Recordings can come from anywhere: uploaded in the app, sent automatically by your existing phone system, captured by the mobile call recorder, or pulled in from Zoom cloud recordings.

Your choice of AI, including your own hardware: call analysis can run on Google Gemini (default), OpenAI, Anthropic Claude, GLM/Z.ai — or entirely on your own servers, so recordings never leave your building. For banks, brokerages, and clinics, this is usually the deciding factor.

AI Conversation Summaries

Every conversation stays readable at a glance, without anyone writing a wrap-up note.

ConnectGain decides on its own when a conversation deserves a fresh summary, and writes it:

Three trigger modes (per organization): - Every few hours — for conversations still going (every 6 hours by default) - When it goes quiet — after a few hours with no new message (3 hours by default) - When it's closed — summarised immediately, so the record is final

A summary is only regenerated when there has been new activity since the last one, so long quiet threads cost nothing.

What each summary contains: - Summary — a concise paragraph of what actually happened - Key points — short bullet phrases - Action items — concrete next steps - Customer intent — what they were actually trying to do - Outcome — where the conversation landed - Sentiment — positive / neutral / negative

Built for Arabic-first teams: summaries are written in the language the conversation actually happened in — Arabic in, Arabic out, with no forced translation to English. Voice notes are transcribed first, so a thread that is mostly voice messages still summarises correctly.

You control it: switch summaries on or off and set the timings in Settings. The summary is reused everywhere else too — Reply Assistant reads it before suggesting a reply, so your agents' answers reflect the whole relationship, not just the last message.

AI Conversation Analysis

Automated Insights: - Interest scoring (1-10 scale) - Interest level classification (Hot/Warm/Cold) - Sentiment analysis (Positive/Neutral/Negative) - Intent detection - Conversation summarization - Recommended next action

Analysis Triggers: - Automatic analysis on conversation activity - On-demand analysis option - Batch analysis for existing conversations

Integration Points: - Interest badges in inbox - Interest analysis dashboard - Contact enrichment - Deal prioritization

Ask ConnectGain (In-App Support Assistant)

Technical support agent for the whole team: - Chat-based assistant in the top bar, open to every signed-in user on a paid plan - Answers product questions from the official documentation - Investigates your workspace when something is not working — traces a customer's messages, checks why a message was not delivered, and explains how your routing is actually set up - Answers "how many deals did we close yesterday?" — named periods including yesterday, last week and last month, in your workspace's own timezone, and conversation counts that include closed as well as open - Escalates properly: when it reaches the end of what it can verify it raises a support ticket and alerts our team, then hands you to a human on WhatsApp with the conversation carried across - Thumbs-down any answer that is wrong — it goes straight to the team that owns the product - Voice input, and answers in the workspace's language

Speech-to-Text

Voice Message Transcription: - Automatic transcription of audio messages - Multi-language support - Searchable voice content - Transcription display in inbox

Call Intelligence AI

Automated Call Analysis Pipeline: - Multi-language transcription (Arabic/English) via Google Gemini 2.5 Flash - Sentiment analysis with Positive/Neutral/Negative classification and numeric score - AI-generated call summaries - Action item extraction with priority levels and auto-task creation - Keyword extraction and frequency analysis - Call classification tagging - Resolution quality scoring - Silent recording detection (skips billing and analysis) - Token usage and cost tracking per call, priced at the rates of whichever AI provider analysed it - Monthly minutes quota management with admin top-up - Webhook and Mobile API for external system integration

Message Translation

Real-Time Translation: - Arabic ↔ English message translation - Auto-detect source language - In-inbox translation button - Powered by MyMemory translation API

Email Tracking

Open & Click Analytics: - Invisible tracking pixel for open detection - Link click tracking with redirect - Open and click counts per email - Timestamp logging for engagement analysis

AI Re-Engagement

What it is: A paid ConnectGain add-on that uses AI to automatically re-open Messenger and Instagram conversations before Meta's 24-hour customer-service window closes.

What it isn't: - Not a way to bypass Meta policy. Nudges are sent strictly inside the standard 24h window. - Not a generic broadcast tool. Each nudge is personalised per conversation.

Supported Channels: - Facebook Messenger - Instagram Direct - WhatsApp Cloud — opt-in per organization - (Telegram, TikTok, LinkedIn — not supported)

Anti-spam send pacing: - A randomized 30 s – 10 min delay is inserted between consecutive Messenger/Instagram sends within a single run, to mimic human pacing and avoid Meta spam flags - Nudges that don't fit in one run ship on the next 5-minute run - Comment threads are skipped (a public commenter is not a DM re-engagement target) - Egyptian-Arabic nudge templates ship built in

Automated Messenger & Instagram Nudges: - AI-generated personalised follow-up messages before Meta's 24-hour window closes - Context-aware drafting based on conversation history, deal stage, and tags - Tone selection: Friendly, Formal, or Casual - Configurable trigger threshold: 12–23 hours after customer's last message (default: 20h) - Hard stop at last_user_message_at + 24h - Max 1 nudge per 24-hour window per conversation (DB-enforced) - 3-strike auto-disable safety — consecutive unanswered nudges pause re-engagement on that conversation - Customer reply → counter resets, open nudges marked user_replied - Per-conversation kill switch in the inbox - All nudges logged as AI_REENGAGEMENT_SENT activity events

Agent Approval Mode: - Optional require-agent-approval workflow - AI drafts appear in inbox as review cards - Actions: Approve, Edit (modify and send), Skip (block for that window)

AI Provider: - Runs on your organization's own Google Gemini key (Gemini 2.5 Flash), set in Settings → AI & Automation → AI Provider - Key scope can be all AI features or re-engagement only

Roles: - OWNER / ADMIN: enable, configure, subscribe, set the AI Provider key - AGENT: approve / edit / skip drafts (when approval mode is on)

Compliance & Data Retention: - Uses Meta's standard 24-hour response window — no policy bypass - BYOK keys encrypted at rest, never returned to the browser - Personal data scrubbed from error reports - Nudge drafts and outcomes kept 90 days, then anonymised

Where to Enable: - Settings → AI & Automation → AI Re-Engagement (top-level settings tab) - Settings → AI & Automation → AI Provider (for BYOK)

Reply Assistant

What it is: A paid ConnectGain add-on that suggests sales-style replies to agents on demand. In any conversation, the agent clicks Suggest reply and gets 2–3 ready-to-send options — grounded in the org's knowledge base + product catalog, written in the org's sales manner, and tuned to the org's industry. Designed so a junior agent answers like a seasoned salesperson.

Works with zero input: - Choosing an industry is the only required step — it applies a full style preset, a curated built-in best-practice knowledge pack, and the sales playbook. - Useful from day one; the org's own products/docs only make it more specific.

Supported industries (extensible): - B2B SaaS — consultative, ROI-led; objection handling, drive to demo/trial - Ecommerce — recommendation-led; upsell, honest urgency, cart recovery, shipping/returns - Tourism & Travel — experience-led; packages & excursions, deposits/cancellation, seasonality, visas - General — helpful consultative fallback - Adding industries is additive (one registry entry) — no code branches

Knowledge base (three ways to fill, all reviewable drafts): - Manual entry of FAQs / policies / product facts - AI auto-seed — one click drafts entries from products, won deals, and recent customer questions - Document upload — upload KB docs & product-info docs (PDF / TXT / MD / CSV); stored privately, text-extracted, AI-chunked into entries - Plus a built-in best-practice pack that's always active per industry - Product names/prices pulled automatically from the products catalog

Sales manner (admin-configured): - Tone, approach, language, "always do" / "never do" rules, signature, suggestions per click - Pre-filled from the industry preset; every field overridable

Context-aware (understands the whole relationship): - Reads the recent transcript, the conversation AI summary (refreshing it when stale), team notes on the contact/deal, deal stage/value, contact company/tags, and how long ago the customer last wrote - Voice notes are transcribed first, so replies answer what was actually said - Skips emoji-only, reaction, and sticker messages (nothing to reply to)

On-demand, cost-controlled: - Suggestions are generated only when the agent clicks — no per-message AI spend

AI Provider: - Default: Google Gemini (your organization's own API key, Gemini 2.5 Flash) - Optional: BYOK Gemini — use the org's own key

Roles: - OWNER / ADMIN: subscribe, configure sales manner, manage knowledge base - AGENT: use Suggest reply in the inbox

Where to Enable: - Settings → AI → Reply Assistant

How You Pay for AI — Two Options

Option 1 — we supply the AI. ConnectGain provides and manages the AI capacity and bills the usage on your invoice. Nothing to set up, one bill, no separate vendor account. Best if you want to switch AI on today and never think about it again.

Option 2 — bring your own AI key. Connect your own Google AI key in Settings, and every AI feature runs on it.

Why larger teams choose their own key: - Data control — your conversations, calls, and documents go to your AI account under your terms, not into a shared black box - Cost transparency — AI spend becomes a bill you can see, cap, and forecast - Revocable — change or switch off the key yourself, at any time, without asking us - Always current — you pick the AI model, and new models are available to you the day they launch

Setup takes two minutes: create a free key with Google AI Studio and paste it into Settings. The key is encrypted and is never exposed to anyone's browser.

If your key stops working, you hear about it at once — not days later. The moment Google stops accepting your key, ConnectGain tells you on every channel you might be watching: - A red banner across the top of every screen, for the whole team, for as long as the problem lasts — with a Fix button for owners and admins - An email to every owner and admin saying what has stopped, what is still running (messages, automations and routing are unaffected) and exactly what to do — with a reminder the next day if it is still failing - An in-app notification and a browser and mobile push to admins working in that workspace

The alert names the cause, because each one has a different fix: Google has blocked the Cloud project behind the key (a new key from the same project will not help), the key was rejected, or the quota is exhausted. AI Provider settings show the same plain-language explanation. Keys are also checked every hour, so a broken key is caught even when no AI is running — and the banner clears on its own once the key works again.

See what AI is costing you. The AI Consumption page shows estimated spend across every AI feature, by feature and by model, for owners and admins (see §49).

Scope: use your key for all AI features (chatbots, AI agents, summaries, drafts, re-engagement, Reply Assistant, voice-note transcription, voice agents, call analysis) — or narrow it to re-engagement only.

You can start on either option and move to the other later. Switching is a settings change, not a migration.

Call analysis goes further. For call recordings you may also choose OpenAI, Anthropic Claude, GLM/Z.ai — or run the analysis entirely on your own servers, so audio never leaves your building.

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Analytics & Reporting

Dashboard Analytics

Real-Time Metrics: - Incoming messages - Ongoing conversations - Unanswered conversations - Response times - Deal metrics - Task metrics - Contact growth

Custom Widgets: - Custom metrics - Database queries - Aggregations - Formatting options - Drag-and-drop positioning

Performance Charts: - 4-week trends - Conversation trends - Deal trends - Contact growth trends

Detailed Analytics

Inbox Analytics: - Response time metrics - SLA compliance - Conversation status - Unassigned messages - Overdue conversations

Sales Analytics: - Pipeline performance - Conversion rates - Deal value tracking - Win/loss analysis - Sales Pipeline Reports - Comprehensive reporting - Stage-by-stage deal analysis - Total value per stage - Average deal value calculations - Deal count per stage - Probability tracking - CSV export functionality - Collapsible stage sections - Deal details with quick actions

Contact Analytics: - Contact growth - Engagement rates - Contact sources - Tag distribution

AI Conversation Analysis: - Automated conversation insights - Sentiment analysis - Keyword extraction - Conversation quality scoring - Performance recommendations - Automated tagging and categorization

Performance Analytics: - Task completion rates - Team productivity - Overall performance scores

Attendance Analytics: - Agent online status tracking - Clock in/out times - Hours worked calculations - Attendance history - Real-time status updates

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Team Collaboration

Team Management

Member Management: - Add team members - Remove team members - Role assignment - Permission management - Availability management - Attendance Tracking - Monitor team attendance - Real-time online status - Clock in/out tracking - Attendance history - Hours worked calculations - Admin/Owner access only

Roles & Permissions: - Owner role (full access) - Admin role (manage users) - Agent role (conversations and contacts) - Custom permissions - Permission inheritance

Invitations: - Email invitations - Invitation links - Invitation expiration - Resend invitations - Cancel invitations

Collaboration Features

Conversation Assignment: - Assign to team members - Round-robin assignment - Auto-assignment based on availability - Assignment notifications

Task Assignment: - Assign tasks to team members - Auto-assignment - Task delegation - Task collaboration

Notes & Comments: - Internal notes on contacts - Internal notes on deals - Activity timeline - Comment threads

Availability Management: - Set availability slots - Timezone-aware scheduling - Availability-based assignment - Off-hours handling

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Integration Capabilities

API Integration

REST API: - Complete REST API - Authentication via API keys - Rate limiting - API documentation - Postman collection

Webhooks: - Outbound webhooks - Event subscriptions - Webhook retries - Webhook logging - Secret key management

Supported Events: - Message events - Contact events - Deal events - Conversation events - Task events - Campaign events

Third-Party Integrations

AppGain Integration: - WhatsApp Lite integration via AppGain platform - Automatic credential provisioning on user signup - API key management - Organization-level credential storage - Session-based credential access - Webhook integration for automatic setup

Kommo CRM Integration: - Contact import from Kommo - Lead import from Kommo - Data mapping and sync

Stripe Integration: - Subscription management - Payment processing - Customer portal - Webhook handling

Facebook Integration: - OAuth authentication - Messenger connection - Instagram connection - WhatsApp Cloud connection

Data Import/Export

Import Capabilities: - CSV import (contacts, companies) - Kommo CRM import (contacts, leads) - Data validation - Duplicate detection - Error reporting - Import progress tracking

Export Capabilities: - CSV export (contacts, companies) - Data formatting - Custom field export - Bulk export

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Security & Compliance

Security Features

Authentication: - Email/password authentication - Email verification required - Password strength requirements - Password reset functionality - Session management

Authorization: - Role-based access control - Permission-based features - Organization-level isolation - User-level data access

Data Security: - Encrypted data transmission - Public booking pages share only the host's name and photo — never their email, phone or account details - Secure API keys - Webhook secret keys - Secure credential storage

Compliance

Data Privacy: - GDPR considerations - Data export capabilities - Data deletion capabilities - Privacy controls

Audit Trail: - Activity logging - Change tracking - User action history - System event logging

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Technical Specifications

Platform Requirements

Browser Support: - Chrome (latest) - Firefox (latest) - Safari (latest) - Edge (latest) - Mobile browsers

Device Support: - Desktop computers - Tablets - Mobile phones - Responsive design - Touch-optimized

Performance

Speed: - Fast page loads - Real-time updates - Efficient data loading - Optimized queries - Caching strategies

Scalability: - Cloud-based infrastructure - Auto-scaling - High availability - Load balancing - Database optimization

Reliability

Uptime & Reliability: - Managed cloud hosting for the database, authentication, storage and realtime layers - Error monitoring across the browser and the API - Health monitoring of connected channels and services, with alerts - Failed webhook deliveries are queued and retried automatically - (Specific uptime-SLA / disaster-recovery commitments are governed by the hosting providers' SLAs, not a ConnectGain guarantee.)

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Support & Resources

Documentation

User Guides: - Getting started guide - Feature documentation - API documentation - Integration guides - Best practices

Help System: - In-app help hotspots - Contextual tooltips - Video tutorials - FAQ section - Troubleshooting guides

Support Channels

Support Options: - Email support - In-app help - Documentation portal - Community forum (if available) - Priority support (plan-dependent)

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How ConnectGain Is Delivered

The platform is only half the offer. These are the commercial options that decide how fast you go live and what you actually pay for.

Live in hours — not months, and with no engineering team

• No developers required. Channels connect through guided wizards, automations are built by picking a trigger and an action from dropdowns, and bots are built by dragging nodes on a canvas. Nothing here needs code.
• Hours to go to market. A typical organization connects its channels, imports contacts, switches on an AI agent, and starts answering real customers the same day.
• No IT project, no integration budget. There is no server to provision, no software to install, and no engineering sprint to schedule. If your team can use a spreadsheet and a chat app, they can run ConnectGain.
• Test before you launch. The Channel Simulator lets you run your bot end-to-end and send a working demo link to colleagues or stakeholders for sign-off before a single customer sees it.

Two ways to pay for AI — your choice

Option	How it works	Best for
We supply the AI	ConnectGain provides and manages the AI capacity for you and bills the tokens on your invoice. Nothing to set up, one bill, no separate vendor account.	Teams that want to switch AI on today and never think about it again
Bring your own key	Connect your own Google Gemini key. Your data goes to your own Google project, your AI spend is your own transparent bill — visible feature by feature on the AI Consumption page — and you can rotate or revoke the key at any time. If Google ever stops accepting the key, your team is alerted straight away.	Larger teams, regulated industries, and anyone who wants full data control and predictable cost at volume

You can start on one and move to the other later — switching is a settings change, not a migration.

Pay the way Egypt actually pays

• Egyptian credit and debit cards accepted directly
• InstaPay available for workspaces we switch it on for
• Invoiced in EGP, not converted from dollars — Egypt is detected automatically at checkout and priced locally, with a renewal invoice and reminder email before each period ends
• International cards via Stripe, plus Salla, Zid, and Shopify marketplace billing for merchants already selling on those platforms
• No US card, no foreign-currency account, and no wire transfer required to get started

Call centre, hardware included

For teams that want a real phone operation without buying and integrating telephony equipment:

• We provide the call-centre hardware on a simple monthly charge — no capital purchase, no procurement cycle
• You bring the SIM card, so you keep your own number and your own carrier relationship
• The hardware plugs into ConnectGain's softphone and Call Intelligence — so every call is logged to the customer record, recorded, transcribed, summarized, sentiment-scored, and QA-scored automatically
• One supplier for the phones, the software, the CRM, and the AI — instead of a telephony vendor, a CRM vendor, and an AI vendor who each blame the other

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How ConnectGain Compares

Most teams evaluating ConnectGain are also looking at an AI answering agent (such as Mojeeb) or an AI contact-centre suite (such as Tactful AI). Here is the honest shape of the difference.

In one line: an AI answering agent replies to your messages. An AI contact centre routes your tickets. ConnectGain gives you the AI agent, the contact centre, the CRM, the phone system, and the AI keys — as one product, with one bill.

Capability comparison

Capability	AI answering agents (e.g. Mojeeb)	AI contact-centre suites (e.g. Tactful AI)	ConnectGain
Unified inbox (WhatsApp, Messenger, Instagram)	✅	✅	✅
Email & SMS	Partial	✅	✅
Telegram, TikTok, LinkedIn, Shopify Inbox	❌	❌	✅
Telegram personal account + chat-history import	❌	❌	✅ Unique
AI auto-reply from your knowledge base	✅	✅	✅
Facebook comment auto-reply + automatic DM	✅	Partial	✅ (with call-to-action button)
Sentiment detection & unhappy-customer alerts	✅	✅	✅
Handover to a human with full context	✅	✅	✅
Visual automation builder	Partial	✅	✅ (46 building blocks)
Test your bot & share a demo link before launch	❌	❌	✅ Unique
Live AI voice agents (real spoken conversations)	❌	❌	✅
Built-in phone system (softphone)	❌	❌	✅
Call recording, transcription & AI analysis	❌	❌	✅
Agent quality scoring & compliance monitoring on calls	❌	Partial (chat only)	✅
Full CRM: pipelines, companies, products, ownership history	Lead list only	Ticket-centric	✅ Full CRM
Projects, tasks, attendance, support tickets	❌	Partial	✅
Appointment booking & calendar sync	Partial	Partial	✅ (Calendly-class, built in)
Campaigns, drip sequences & social publishing	Partial	Partial	✅
Use your own AI key (full data control)	❌	❌	✅ Unique
Run call AI on your own hardware	❌	❌	✅ Unique
Call-centre hardware supplied, monthly	❌	❌	✅ Unique
Egyptian cards & EGP invoicing (InstaPay on request)	Partial	❌	✅
Full Arabic interface with right-to-left layout	Partial	Partial	✅ (12 languages)
Open API & webhooks	Partial	✅	✅

The seven things only ConnectGain does

1. You can own the AI. Bring your own AI key and your conversations stay in your own account, on your own transparent bill, revocable whenever you choose — or let us supply and bill it. No other vendor in this category gives you that choice.
2. Your call recordings never have to leave your building. Call AI can run entirely on your own hardware — the deciding factor for banks, brokerages, clinics, and anyone under audit.
3. Your AI can actually talk. Live spoken conversations in 12 languages, capturing structured details as the customer speaks — not a robot reading text aloud.
4. The phone system is included. Calls from the browser, on your own number, logged to the customer record and analysed automatically — with the hardware available on a monthly charge.
5. You keep your Telegram history. Connect a real Telegram account and bring years of existing conversations with you. Bot-based products cannot see a single message sent before they were installed.
6. You can prove the bot works before launch. Run it end-to-end and send a live demo link to your team for sign-off — before a customer ever touches it.
7. You can pay like a local business. Egyptian cards, EGP invoicing with renewal reminders, Salla and Zid — no US card required.

What you are not buying

Being straight about scope, so nothing surprises you later:

• ConnectGain does not ship a built-in CSAT/NPS survey tool. Quality is measured through AI resolution scoring, sentiment tracking, and agent QA scorecards instead.
• Storefront order-tracking and cart-recovery are configured through the automation builder against your own store or system — they are not a one-click module tied to a single platform.
• Call quality review is after the call (scoring, coaching, compliance flags), not live listening or barge-in.
• Social publishing covers Facebook, Instagram, and LinkedIn. X (Twitter) and TikTok posts can be composed and scheduled, but are not auto-published yet.

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Industry Use Cases

Real Estate & Proptech

ConnectGain is perfectly suited for real estate agencies, property management companies, real estate developers, and proptech platforms. The platform streamlines property inquiries, lead management, client communication, and deal tracking.

Lead Management & Inquiry Handling

Property Inquiry Management: - Multi-Channel Property Inquiries - Receive inquiries from WhatsApp, Messenger, Instagram, Email, and SMS - Unified inbox for all property inquiries - Instant notifications for new inquiries - Channel identification (Instagram for visual properties, WhatsApp for quick questions) - Auto-assignment to property agents based on availability - Inquiry Qualification - Automated bot flows to qualify leads - Budget range questions - Property type preferences (apartment, house, commercial) - Location preferences - Timeline questions (immediate, 3 months, 6 months) - Contact information collection - Lead Scoring - Automatically score leads based on responses - High-value leads flagged immediately - Follow-up task creation for qualified leads - Deal creation from qualified inquiries

Property Showings & Viewings: - Automated Scheduling - Bot flows for property viewing appointments - Available time slot display - Calendar integration - Confirmation messages - Reminder notifications (24 hours before, 2 hours before) - Rescheduling options - Cancellation handling - Viewing Confirmation - Automated confirmation workflows - SMS/WhatsApp confirmations - Property details and address - Agent contact information - Directions and parking information - What to bring checklist

Follow-Up Automation: - Post-Viewing Follow-Up - Automated follow-up sequences - Thank you message after viewing - Feedback request (24 hours after viewing) - Additional property suggestions based on preferences - Price reduction notifications - New listing alerts matching criteria - Nurture Campaigns - Long-term lead nurturing - Weekly market updates - Neighborhood guides - Financing information - Property investment tips

Client Relationship Management

Buyer Journey Tracking: - Deal Pipeline Management - Track buyers through sales process - Pipeline stages: Inquiry → Qualified → Viewing Scheduled → Offer Submitted → Under Contract → Closed - Deal value tracking (purchase price) - Commission tracking - Expected close date management - Probability tracking based on stage - Contact Segmentation - Organize contacts by buyer type - Tags: First-time buyer, Investor, Relocator, Luxury buyer - Budget ranges: Under $500K, $500K-$1M, $1M-$2M, $2M+ - Property types: Residential, Commercial, Land, Investment - Location preferences: Downtown, Suburbs, Waterfront, etc.

Seller Management: - Listing Management - Track property listings - Property details in deal records - Listing price tracking - Days on market tracking - Viewing count tracking - Offer tracking - Seller Communication - Automated seller updates - Viewing notifications - Offer notifications - Market activity reports - Price adjustment recommendations

Tenant Management (Property Management): - Tenant Onboarding - Automated tenant communication - Welcome messages with move-in instructions - Lease document delivery - Payment setup instructions - Property access codes - Emergency contact information - Maintenance Requests - Handle maintenance inquiries - Maintenance request intake via bot flows - Priority classification (Emergency, Urgent, Normal) - Vendor assignment - Status updates to tenants - Completion confirmations - Rent Collection - Automated rent reminders - Rent due reminders (5 days before, 1 day before) - Payment confirmation messages - Late payment notifications - Payment link delivery

Marketing & Campaigns

Property Marketing Campaigns: - New Listing Announcements - Broadcast new properties - WhatsApp Business campaigns for new listings - Rich media (property photos, virtual tours) - Property details and pricing - Open house announcements - Target by buyer preferences (tags, budget, location) - Price Reduction Alerts - Notify interested buyers - Automated price drop campaigns - Target contacts who viewed property - Personalized messages with new price - Open House Invitations - Event marketing - SMS/WhatsApp invitations - Calendar integration - RSVP tracking - Reminder messages

Lead Generation Campaigns: - Social Media Lead Capture - Convert social media inquiries - Instagram DM to CRM integration - Facebook Messenger property inquiries - Automated lead qualification - Referral Programs - Client referral campaigns - Referral request messages - Referral tracking - Reward notifications

Analytics & Performance

Real Estate Metrics: - Lead Conversion Tracking - Track inquiry to closing - Inquiry source analysis (Instagram, WhatsApp, Website, Referral) - Conversion rates by channel - Average time to close - Lead quality scoring - Agent Performance - Track agent metrics - Response time tracking - Inquiry handling volume - Conversion rates per agent - Commission tracking - Property Performance - Analyze property metrics - Views per property - Inquiries per property - Time on market - Price reduction impact

Reporting: - Monthly Reports - Automated performance reports - New leads by source - Conversions by stage - Revenue tracking - Agent performance summaries - Market Insights - Property market analytics - Inquiry trends - Popular property types - Price range preferences - Location preferences

Integration Use Cases

Property Management Software Integration: - PMS Integration - Connect with property management systems - Sync tenant information - Maintenance request sync - Payment status updates - Lease renewal reminders - CRM Integration - Connect with real estate CRMs - Lead sync - Property data sync - Activity logging

Website Integration: - Property Website Chat - Website chat widget - Live chat integration - Property inquiry capture - Instant bot responses - Agent handoff

Virtual Tour Integration: - Virtual Tour Follow-Up - Post-tour automation - Thank you messages after virtual tours - Feedback requests - In-person viewing scheduling - Additional property suggestions

Specific Real Estate Scenarios

Scenario 1: New Property Listing 1. Property listed on website and social media 2. Instagram inquiry received → Auto-qualified via bot flow 3. Qualified lead assigned to agent 4. Deal created in pipeline 5. Viewing scheduled via automated flow 6. Post-viewing follow-up automated 7. Offer submitted → Deal moved to "Under Contract" 8. Closing → Deal marked "Closed Won"

Scenario 2: Property Management Maintenance 1. Tenant sends WhatsApp message: "AC not working" 2. Bot flow collects details (unit, issue description, urgency) 3. High-priority task created automatically 4. Vendor assigned based on issue type 5. Tenant receives confirmation and ETA 6. Vendor completes work → Status update sent to tenant 7. Follow-up satisfaction survey sent

Scenario 3: Buyer Lead Nurturing 1. Website visitor downloads neighborhood guide 2. Contact created with tag "Downloaded Guide" 3. Automated nurture sequence starts: - Day 1: Welcome message + market report - Day 3: Financing options guide - Day 7: Featured properties matching preferences - Day 14: Open house invitations - Weekly: Market updates and new listings 4. When ready, contact responds → Qualified and assigned to agent

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Tourism & Hospitality

ConnectGain empowers tourism businesses, travel agencies, hotels, tour operators, and hospitality companies to deliver exceptional customer experiences through seamless multi-channel communication and automated workflows.

Booking Management & Inquiries

Travel Inquiry Handling: - Multi-Channel Booking Inquiries - Receive inquiries from all channels - WhatsApp for international travelers (most popular) - Instagram for visual travel inspiration - Facebook Messenger for package inquiries - Email for detailed itineraries - SMS for booking confirmations - Automated Booking Bot - Intelligent booking assistant - Destination questions - Travel dates collection - Number of travelers - Budget range - Travel preferences (beach, mountain, city, adventure) - Accommodation preferences (hotel, resort, villa, hostel) - Meal preferences (all-inclusive, breakfast only, self-catering) - Availability Checking - Real-time availability integration - Check hotel availability - Flight availability - Tour availability - Instant availability responses

Booking Confirmation & Management: - Automated Confirmations - Instant booking confirmations - WhatsApp/SMS confirmation messages - Booking reference numbers - Itinerary details - Payment instructions - Cancellation policy - Contact information - Pre-Travel Communication - Automated pre-travel sequences - 7 days before: Final details and reminders - 3 days before: Weather forecast and packing tips - 1 day before: Check-in instructions and contact details - Day of travel: Real-time updates and support

Modification & Cancellation: - Booking Changes - Handle modifications via chat - Date changes - Guest count changes - Room/tour upgrades - Special requests - Cancellation Handling - Automated cancellation process - Cancellation request intake - Refund calculation - Cancellation confirmation - Future booking incentives

Customer Service & Support

24/7 Customer Support: - Multi-Language Support - Serve international travelers - Bot flows in multiple languages - Agent handoff for complex queries - Translation capabilities - Common Queries Automation - Handle frequent questions - "What's included in the package?" - "What are the check-in/check-out times?" - "Do you provide airport transfers?" - "What documents do I need?" - "What's the cancellation policy?" - Emergency Support - Handle urgent situations - Priority routing for emergencies - 24/7 agent availability - Quick response guarantees

During-Stay Support: - Concierge Services - Hotel concierge via messaging - Restaurant recommendations - Activity bookings - Transportation arrangements - Room service orders - Maintenance requests - Real-Time Assistance - Immediate support during travel - Lost luggage assistance - Medical emergencies - Travel disruptions - Local recommendations

Marketing & Promotions

Promotional Campaigns: - Seasonal Campaigns - Targeted seasonal promotions - Summer vacation packages - Winter getaway deals - Holiday specials - Last-minute deals - Personalized Offers - Targeted marketing - Past traveler specials - Birthday offers - Anniversary packages - Loyalty program benefits - Destination Marketing - Promote specific destinations - New destination launches - Special event promotions (festivals, sports events) - Weather-based promotions

Upselling & Cross-Selling: - Service Upselling - Increase booking value - Room upgrades - Additional services (spa, tours, transfers) - Travel insurance - Meal plan upgrades - Cross-Selling - Related service promotion - Car rentals - Travel insurance - Excursions and tours - Restaurant reservations

Post-Travel Engagement

Feedback Collection: - Automated Feedback Requests - Collect reviews and feedback - Post-checkout feedback request (24 hours after) - Review platform integration - Photo sharing requests - Improvement suggestions - Review Management - Handle reviews - Positive review thank you messages - Negative review follow-up and resolution - Review response automation

Loyalty & Retention: - Loyalty Program - Reward repeat customers - Points tracking - Tier status notifications - Exclusive offers for members - Birthday rewards - Re-Engagement Campaigns - Win back customers - "We miss you" campaigns - Special return offers - New destination suggestions - Anniversary reminders

Group Travel Management

Group Bookings: - Group Inquiry Handling - Manage group travel - Group size collection - Special requirements - Custom itinerary requests - Group discount information - Group Communication - Coordinate with groups - Group WhatsApp broadcasts - Itinerary updates - Meeting point notifications - Group activity reminders

Corporate Travel: - Corporate Account Management - B2B travel services - Corporate account setup - Preferred rates - Booking approvals workflow - Expense reporting integration

Analytics & Performance

Tourism Metrics: - Booking Analytics - Track booking performance - Bookings by channel (WhatsApp, Instagram, Website) - Conversion rates by source - Average booking value - Booking lead time - Customer Satisfaction - Measure satisfaction - Response time tracking - Customer satisfaction scores - Review ratings - Repeat booking rate - Destination Performance - Analyze popular destinations - Most booked destinations - Seasonal trends - Package popularity - Revenue by destination

Operational Metrics: - Agent Performance - Track support team - Response times - Resolution rates - Customer satisfaction per agent - Booking conversion per agent - Channel Performance - Optimize channel usage - Most effective channels - Cost per booking by channel - Customer preference by channel

Specific Tourism Scenarios

Scenario 1: Hotel Booking Journey 1. Instagram ad clicked → DM inquiry received 2. Bot flow collects: dates, guests, preferences 3. Availability checked → Options presented 4. Booking confirmed via WhatsApp 5. Payment link sent → Payment received 6. Confirmation with booking details 7. Pre-arrival sequence (7 days, 3 days, 1 day before) 8. Check-in day: Welcome message + room details 9. During stay: Concierge support available 10. Check-out: Feedback request 11. Post-stay: Thank you + loyalty program enrollment

Scenario 2: Tour Package Inquiry 1. Website visitor requests "Adventure Tour Package" 2. Bot flow qualifies: destination, dates, group size, experience level 3. Qualified lead assigned to tour specialist 4. Custom itinerary created and shared via WhatsApp 5. Questions answered → Booking confirmed 6. Pre-tour information sent (what to bring, meeting point) 7. Day before: Final reminders and weather update 8. Tour day: Real-time updates and support 9. Post-tour: Thank you + review request + photo sharing 10. Follow-up: Related tour suggestions

Scenario 3: Travel Agency Customer Service 1. Customer sends WhatsApp: "My flight was cancelled" 2. Urgent priority assigned automatically 3. Agent responds within SLA (under 5 minutes) 4. Alternative flight options researched 5. New flight booked → Confirmation sent 6. Hotel notified of late arrival 7. Transfer rescheduled 8. Customer updated with all changes 9. Compensation process initiated 10. Follow-up: Satisfaction check + future booking discount

Scenario 4: Seasonal Campaign 1. "Summer Sale" campaign created 2. Target: Contacts tagged "Past Traveler" + "Beach Lover" 3. WhatsApp Business campaign sent with: - Beautiful destination images - Special package pricing - Limited-time offer - Booking link 4. Interested contacts click → Bot flow captures interest 5. Qualified leads assigned to agents 6. Follow-up calls scheduled 7. Bookings tracked in deals pipeline 8. Campaign performance analyzed: - Open rate, click rate, conversion rate - Revenue generated - ROI calculation

Integration Use Cases

Booking System Integration: - PMS Integration - Property Management System - Real-time availability sync - Booking creation automation - Room assignment notifications - OTA Integration - Online Travel Agencies - Booking.com, Expedia sync - Rate parity management - Channel performance tracking

Payment Gateway Integration: - Payment Processing - Secure payment handling - Payment link generation - Payment confirmation - Refund processing - Invoice generation

Travel Technology Integration: - Flight APIs - Flight availability and booking - Hotel APIs - Hotel availability and rates - Weather APIs - Weather forecasts for travelers - Currency APIs - Real-time exchange rates

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Conclusion

ConnectGain is a comprehensive, enterprise-ready customer engagement platform that combines multi-channel messaging, CRM, AI-powered automation, scheduling, and analytics into one powerful solution. With support for 11 messaging channels (including Web Push Notifications), advanced AI capabilities, visual automation builders, and comprehensive analytics, ConnectGain empowers businesses to deliver exceptional customer experiences while streamlining operations and driving growth.

Key Differentiators: - Unified multi-channel inbox with cross-channel response - AI-powered customer support bot with knowledge base - AI conversation analysis with interest scoring - AI Call Intelligence with transcription, sentiment analysis, and action item extraction (Arabic/English) - Call analytics dashboard with minutes quota, token usage, and agent performance - Organization-wide AI Consumption page — spend by feature and model, priced at each provider's real rates - Instant team-wide alerts when your AI key stops working, naming the cause and the fix - Native mobile call tracking with recording upload and outcome capture - Webhook, Mobile API, and Bulk APIs for external system integration - REST APIs for lead and deal creation (single and bulk) - Message translation (Arabic ↔ English) - Email open and click tracking - Visual bot flow builder with 46 node types - Multi-channel sequences (drip campaigns) - Comprehensive CRM with deal ownership tracking - Calendly-like scheduling with Google Calendar and Zoom integrations - Task automation with intelligent assignment (round-robin, workload, skills) - Agent performance analytics and workload dashboard - Reusable message templates with template management page - Outgoing webhooks with event subscriptions and delivery logs - Custom labels (white-label terminology) - External pages in sidebar navigation - Login schedules and agent availability management - Error monitoring and error boundaries - Real-time dashboards and analytics - Team collaboration with attendance tracking - Enterprise security and compliance - Scalable infrastructure

Ideal For: - Customer support teams needing AI-assisted automation - Sales teams requiring pipeline management and call tracking - Call centers needing AI-powered call analysis and quality monitoring - Marketing teams running multi-channel campaigns - Small to large businesses - Multi-channel businesses - Businesses requiring intelligent automation - Teams needing comprehensive CRM capabilities - Organizations wanting centralized scheduling - Companies prioritizing data-driven decisions

New in Version 7.0: - AI Call Intelligence with automated transcription, sentiment analysis, and action items - Call recording upload (in-app + webhook + mobile API) - Call analytics dashboard (volume, sentiment, agent performance, keywords) - Call minutes quota tracking and AI token usage monitoring - Silent/empty recording detection with automatic skip - Call Intelligence settings page with webhook configuration - Admin APIs for token usage and minutes top-up - Demo mode for Call Intelligence (view-only with sample data) - Templates management page (/templates) - REST APIs: create-lead, create-leads-bulk, create-deals-bulk - Message translation API (Arabic ↔ English) - Email open and click tracking (tracking pixel + redirect) - Outgoing webhook configuration with event subscriptions and logs - WhatsApp Templates management in settings - Tag management settings tab - Custom labels (white-label terminology customization) - External pages in sidebar navigation - Login schedule per team member - Agent workload dashboard - Error monitoring integration - Workflow engine integration - Qdrant vector search rebuild for RAG - Kommo CRM lead import - Native call tracking with outcome capture and recording attachment - AI customer support bot (WhatsApp) - AI conversation analysis and interest scoring - Cross-channel response capability - Sequences (drip campaigns) for lead nurturing - Lists for tag-based segmentation - Agent performance dashboard - Task automation distribution system - Interest analysis dashboard - Ask ConnectGain in-app technical support agent — workspace diagnostics, voice input, ticketed escalation and WhatsApp handover (all users, on paid plans) - Release notes, in-app "what's new" dialog, and a weekly product update - Demo mode: read-only, populated with sample data, no signup - Team Workload: conversation share by member and by channel, across six periods - Internal WhatsApp Team Assistant - Admin subscription sync utility - Sales Pipeline Report with CSV export - Shared Content System (deals, contacts, companies, tasks, pipeline reports)

New in Version 7.1: - AI Re-Engagement add-on — automated Messenger & Instagram nudges before 24h window closes - AI Re-Engagement with agent approval workflow (edit, approve, skip drafts) - BYOK Gemini Key support for all AI features (re-engagement, chatbots, translations, call analysis) - Social Media Planner — visual calendar with Facebook, Instagram, LinkedIn publishing - 11 social content formats (text, image, carousel, video, reel, story, link, poll, event, product tag, collaboration) - Social media token reuse from messaging channel accounts - Automated social post failure push notifications - Sequences with WhatsApp Cloud template support - Sequences with WhatsApp Lite dynamic message support - Sequence unsubscribe with PBKDF2-secured tokens - Flow Builder template preview with sample webhook tester - Bot Flow webhook trigger node (receive external webhooks) - Multi-teams layer with Team Admin roles - Per-user channel access controls - Shopify Inbox integration - LinkedIn messaging and publishing integration - TikTok messaging channel - Pabbly webhook routing for WhatsApp - Zoom cloud recording sync via webhooks + Google Calendar polling - Instagram contact name integrity preservation - Guest Mode fallback demo account - Marketing opt-in policy management

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Document Version: 7.4.0 Last Updated: August 2026 For Marketing & Client Use

On the website

• Compare ConnectGain on connectgain.cloud — feature overview on the ConnectGain website

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ConnectGain — omnichannel inbox, CRM & automation for WhatsApp, Messenger, Instagram, Telegram and more. Open the app · Docs home