ConnectGain — Complete Marketing & Feature Fact Sheet¶

Version: 7.3.1 Last Updated: June 2026 (reconciled against code 2026-06-28 — see ../06-developer/docs-code-gap-analysis.md) 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 ../02-user-guide/; this doc tells you what exists, those tell you how to use it.

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
Telephony	SIP Softphone, Call Intelligence	call-intelligence
Scheduling	Calendar, Bookings, 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, Pricing	settings · team · feature-restrictions · pricing
Developer	API, Webhooks, Architecture	API · Webhooks · Architecture

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.

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
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
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 ($20/month add-on, BYOK available)
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 ($40/month add-on, BYOK available)
Call Tracking & Recording - Native mobile call integration with automatic logging, outcome tracking, manual recording upload, and call history in contact timelines
AI Call Intelligence - Automated transcription with speaker diarization (agent/customer, broker/client) for code-switched Arabic/English with exact number/price and ticker fidelity; conversation interaction stats (talk ratio, longest monologue, interactivity, agent question rate, patience), sentiment analysis with a per-call sentiment timeline, AI summaries, action item extraction, structured topic tracking, keyword detection, and call classification. Powered by multi-vendor AI for call analysis — ConnectGain AI (Gemini 2.5 Flash) by default, with optional OpenAI, Anthropic Claude, Google Gemini, Ollama, or GLM/Z.ai, or BYOK. (Multi-vendor selection applies to the call-analysis pipeline only; all other AI features run on Gemini 2.5 Flash via the Lovable Gateway or BYOK Gemini.)
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 monitoring
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 40+ node types and rule-based automations
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)
Internal AI Assistant - In-app AI-powered assistant with voice input for platform management and natural language commands (admin only)
BYOK AI - Bring Your Own Gemini Key for all AI features (chatbots, classification, translations, re-engagement, call analysis) — free to enable, full data control
Enterprise Ready - Scalable, secure, and compliant platform with API access and webhook support

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

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, 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 - Origin tracking for leads
Channel attribution
Source performance
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 - Custom date range picker - Saved preferences - Widget Management - Add, edit, delete custom widgets

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 - 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 - 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 - Clear all conversations - 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 - 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 - 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 - 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

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 - 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

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

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

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

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

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

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

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

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, ElevenLabs 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 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)

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 n8n activation failures instead of silently marking a flow published — a workflow that n8n can't activate (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)

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

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

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 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

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

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 (the app_role enum has five roles, stored in user_roles — never on profiles): - 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

Task Automation (dedicated page at /task-automation, not a Settings tab): - Automated Task Rules - Configure 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

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) - 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

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, Message Templates, Quick Replies, WhatsApp Templates, Tags & Labels, Lifecycle Stages, SLA & Escalation, External Pages - AI & Automation: AI Provider, AI Re-Engagement, AI Summaries, Enrichment Tools, Call Intelligence - Storage & Developer: Media Storage, Storage Usage & Cleanup, API Keys, Webhooks - Danger Zone: Delete all data - Note: "Task Automation" is its own page at /task-automation, not a Settings tab. "Custom Labels" lives inside the Tags & Labels tab. Quick-reply and Meta message templates are split into separate Quick Replies and Message Templates tabs. - Mobile Responsive - Mobile-optimized settings - Collapsible tabs - Mobile-friendly forms - Touch-optimized controls

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 - 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

Profile Organization: - Tabbed Interface - Organized profile sections - Profile Information - Subscription - Email Address - Password - Visual Design - Clean profile interface - Avatar display - Card-based layout - Clear section separation

14. Pricing (`/pricing`)¶

Purpose: Subscription plan selection and management.

Key Features:¶

Plan Display: - Plan Cards - Visual plan presentation - Plan name - Plan description - Monthly price - Feature list - Plan limits display - Current plan indicator - Plan Comparison - Compare plans - Side-by-side comparison - Feature highlighting - Limit comparison

Plan Features: - Feature Lists - Detailed feature lists - Core features - Advanced features - Integration features - Plan Limits - Display plan limits - Contacts limit - Conversations per month limit - Team members limit - Unlimited indicators

Subscription Management: - Subscribe - Subscribe to plans - Stripe checkout integration - Secure payment processing - Plan selection - Coupon code support - Discount Codes - Apply discount codes - Discount code input - Code validation - Discount application - Current Plan - Display current plan - Current plan badge - Plan highlighting - Disabled subscribe button

Plan Information: - Pricing Details - Clear pricing information - Monthly pricing - Currency display - Billing cycle information - Plan Benefits - Highlight plan benefits - Feature checkmarks - Value propositions - Use case examples

Subscription Actions: - Manage Subscription - Link to profile - Subscription management link - Customer portal access - Refresh Status - Refresh subscription status - Manual refresh button - Status update - Debug information display

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

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 - Secure data isolation via RLS policies

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

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

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

18b. Bookings (`/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

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

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 RLS policies - 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

Future Roadmap: - Call Bridging (make calls through business number) - WebRTC Softphone (in-browser calling) - SIP Trunk Integration (enterprise telephony)

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 — ConnectGain AI (Google Gemini 2.5 Flash) by default, with optional OpenAI, Anthropic Claude, Google Gemini, Ollama, or GLM/Z.ai, or Bring-Your-Own-Key (BYOK). 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 (ConnectGain AI / Gemini 2.5 Flash default; OpenAI, Anthropic Claude, Google Gemini, Ollama, GLM/Z.ai, or BYOK) - 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 (OWNER/ADMIN or can_manage_call_settings); 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 (OWNER/ADMIN or can_manage_call_settings) - 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)

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 via check_call_minutes_available RPC - 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) - Cost estimation based on Gemini 2.5 Flash pricing ($0.15/1M input, $0.60/1M output) - Data from call_token_usage table with fallback to call_records - 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)

Admin API: - Token Usage API - GET /functions/v1/admin-get-call-token-usage - Query by organization, agent, and month - Aggregated usage by agent - Totals (input, output, total tokens, call count) - Optional per-call detail breakdown - Call Minutes Top-up - POST /functions/v1/admin-topup-call-minutes - Admin allocation of monthly call minutes - Bonus minutes support - Top-up audit log

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 (ConnectGain AI / Gemini default, plus OpenAI, Anthropic Claude, Google Gemini, Ollama, GLM/Z.ai + BYOK) - Call Trackers management (keyword + smart, with category and active toggle) - Coaching Scorecard templates (criteria builder with max scores) - Management UIs gated to OWNER/ADMIN or can_manage_call_settings

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

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

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

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

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

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

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

26. Task Automation & Distribution¶

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

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

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

28. Internal AI Web Assistant (Admin)¶

Purpose: In-app AI-powered assistant that helps administrators manage the platform with natural language commands and voice input.

Key Features:¶

AI Assistant Widget: - Floating Chat Widget - Accessible from anywhere in the app - Expandable chat interface - Minimizable to icon - Admin-only visibility - Modern animated UI

Voice Input: - Speech-to-Text Support - Speak your commands - Microphone button for voice input - Real-time transcription - Multi-language support - Audio recording indicator

Natural Language Commands: - Platform Management - Control the platform via chat - "Show me today's analytics" - "List my open deals" - "What's my team's performance?" - "Create a new contact named..." - "Search for customer..."

Tool Execution: - Automated Actions - AI executes platform tasks - Query database for information - Run analytics queries - Fetch deal and contact data - Generate reports - Access organization settings

Conversation History: - Persistent Chat - Maintain conversation context - Per-channel account conversations - Message history display - Markdown rendering support - Timestamp display

Security: - Admin-Only Access - Restricted to admins - Role-based visibility - Secure API calls - Authentication required

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

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

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 - 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

32. REST APIs & Webhooks¶

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

Key Features:¶

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

n8n Integration: - Flow Deployment - POST /functions/v1/n8n-deploy-flow - Deploy bot flows to n8n workflow engine - Webhook URL configuration - Workflow ID tracking - Flow Callback - POST /functions/v1/n8n-flow-callback - Receive workflow execution results - Update flow session state

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

34. Error Monitoring & Reliability¶

Purpose: Production error tracking and application reliability features.

Key Features:¶

Sentry Integration: - 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

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 - social-scheduler cron runs every minute, atomically claims due posts, and calls social-publish - 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)

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

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 - Deal Linkage - Products are used as deal line items in the sales pipeline

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

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

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

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

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 - Telegram Bot API integration - Bot token authentication - Sticker support - Poll support - Media support - Group messaging - Channel broadcasting

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)

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 - Shopify custom-app integration (shopify-inbox-webhook) - Inbound and outbound store-chat messaging - Media support

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

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 - 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

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)

Automation & Workflows¶

Bot Flows¶

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

Flow Nodes: - 40+ 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

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 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

AI Web Assistant¶

Internal AI Assistant: - Chat-based AI assistant for agents - Knowledge base queries - Quick information retrieval - Response suggestions

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 tracking with cost estimation - 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 WhatsApp feature. WhatsApp uses approved templates and is handled separately. - Not a generic broadcast tool. Each nudge is personalised per conversation.

Supported Channels: - Facebook Messenger - Instagram Direct - (WhatsApp, Telegram, TikTok, LinkedIn — not supported)

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: - Default: ConnectGain AI (Lovable AI Gateway, Gemini 2.5 Flash) - Optional: BYOK Gemini — use the org's own Google AI Studio key - Scope: "All AI features" or "Re-engagement only" - Fallback toggle: temporarily use ConnectGain AI if your key fails

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

Pricing: - $20 / organization / month via Stripe - 7-day free trial on first activation - BYOK (Bring Your Own Gemini Key) is free to enable and reduces ConnectGain AI usage to zero for that org

Compliance & Data Retention: - Uses Meta's standard 24-hour response window — no policy bypass - BYOK keys encrypted at rest, never returned to the browser - PII scrubbed from Sentry breadcrumbs - 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: ConnectGain AI (Lovable AI Gateway, 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

Pricing: - $40 / organization / month via Stripe - Per-org activation; entitlement enforced in UI and server-side

Where to Enable: - Settings → AI → Reply Assistant

BYOK — Bring Your Own Gemini Key¶

Use Your Own AI Key: - Free to enable — no ConnectGain AI usage charges for that scope - Get a key from Google AI Studio - Scope selection: - All AI features — chatbots, classification, translations, drafts, summaries, re-engagement, call analysis - Re-engagement only - Key encrypted at rest, never returned to the browser - Fallback toggle: temporarily use ConnectGain AI if your key fails - Full data control and predictable AI costs for high-volume operations

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

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

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 and Suit ID 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

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 - 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

Pricing & Plans¶

Canonical, up-to-date numbers live in ../03-admin-guide/pricing.md. Prices are rendered dynamically from the subscription_plans table.

Subscription Plans¶

Plan Tiers: - Starter — $49/month (billed yearly) - Professional — $149/month (billed yearly) - Monthly billing, trial periods, upgrades/downgrades

Paid Add-ons (attach to any active subscription): - Bot Builder — $200/month (visual flow builder + n8n, AI intent, RAG, voice agent) - Call Intelligence — $38 / agent / month, billed annually (includes 5 manager seats) - AI Re-Engagement — $20 / org / month (Messenger + Instagram nudges; BYOK available) - SLA Monitoring — $20 / org / month (per-channel SLA timers, business-hours awareness, auto-escalation, SLA Breached tag)

Paid Add-ons (per organization, via Stripe): - Reply Assistant — $40/month — on-demand sales-style reply suggestions for inbox agents - SLA Monitoring — $20/month — per-channel SLA timers + auto-escalation - AI Re-Engagement — $20/month — automated Messenger/Instagram nudges before the 24h window closes - Bot Builder, Call Intelligence — see pricing page

Plan Features: - Contact limits - Conversation limits - Team member limits - Feature access - Support levels

Plan Management: - Stripe integration - Customer portal - Billing history - Payment method management - Subscription cancellation

Usage Tracking¶

Usage Statistics: - Contacts used/total - Conversations used/total - Team members used/total - Usage percentages - Usage alerts

Billing: - Transparent pricing - Usage-based billing (where applicable) - Invoice generation - Payment processing - Billing notifications

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: - Hosted on Supabase (Postgres, Auth, Storage, Realtime) + Lovable/Vercel deployment - Sentry error monitoring across browser and edge functions - Health/monitoring edge functions (service-monitoring, token-health-check) with alerts - Dead-letter queue + retry-dlq cron for webhook resilience - (Specific uptime-SLA / disaster-recovery commitments are governed by the hosting providers' SLAs, not a ConnectGain guarantee.)

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)

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

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

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 - 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 40+ node types and n8n integration - 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 - Sentry 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 - Sentry error monitoring integration - n8n 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 - Internal AI Web Assistant with voice input (admin) - 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 (user_channel_access) - 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

Document Version: 7.1.0 Last Updated: June 2026 For Marketing Use

ConnectGain — Complete Marketing & Feature Fact Sheet¶

Features at a Glance¶

Table of Contents¶

Executive Summary¶

Key Value Propositions¶

Core Platform Features¶

Platform Architecture¶

User Experience¶

Screen-by-Screen Feature Breakdown¶

1. Dashboard (/dashboard)¶

Key Features:¶

2. Inbox (/inbox)¶

Key Features:¶

3. Contacts (/contacts)¶

Key Features:¶

4. Companies (/companies)¶

Key Features:¶

5. Deals (/deals)¶

Key Features:¶

6. Tasks (/tasks)¶

Key Features:¶

7. Projects (/projects)¶

Key Features:¶

8. Flows (/flows)¶

Key Features:¶

9. Automations (/automations)¶

Key Features:¶

10. Broadcast (/broadcast)¶

Key Features:¶

11. Analytics (/analytics)¶

Key Features:¶

12. Settings (/settings)¶

Key Features:¶

13. Profile (/profile)¶

Key Features:¶

14. Pricing (/pricing)¶

Key Features:¶

15. Onboarding (/onboarding)¶

Key Features:¶

16. Attendance (/attendance)¶

Key Features:¶

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

Key Features:¶

18. Sales Report (/sales-report)¶

Key Features:¶

18b. Bookings (/bookings)¶

Key Features:¶

19. Call Tracking (Native Mobile Integration)¶

Key Features:¶

20. Call Intelligence (/call-intelligence)¶

Key Features:¶

21. Sequences (Drip Campaigns) (/sequences)¶

Key Features:¶

22. Lists (Tag-Based Segmentation)¶

Key Features:¶

23. Interest Analysis Dashboard¶

Key Features:¶

24. Agent Performance Dashboard¶

Key Features:¶

25. AI Customer Support Bot¶

Key Features:¶

25b. AI Internal Team Assistant (WhatsApp)¶

Key Features:¶

26. Task Automation & Distribution¶

Key Features:¶

27. Cross-Channel Response¶

Key Features:¶

28. Internal AI Web Assistant (Admin)¶

Key Features:¶

29. Admin Subscription Sync¶

Key Features:¶

30. Sales Pipeline Report (/sales-report)¶

Key Features:¶

31. Templates (/templates)¶

Key Features:¶

32. REST APIs & Webhooks¶

Key Features:¶

33. Login Schedule & Agent Workload¶

Key Features:¶

34. Error Monitoring & Reliability¶

1. Dashboard (`/dashboard`)¶

2. Inbox (`/inbox`)¶

3. Contacts (`/contacts`)¶

4. Companies (`/companies`)¶

5. Deals (`/deals`)¶

6. Tasks (`/tasks`)¶

7. Projects (`/projects`)¶

8. Flows (`/flows`)¶

9. Automations (`/automations`)¶

10. Broadcast (`/broadcast`)¶

11. Analytics (`/analytics`)¶

12. Settings (`/settings`)¶

13. Profile (`/profile`)¶

14. Pricing (`/pricing`)¶

15. Onboarding (`/onboarding`)¶

16. Attendance (`/attendance`)¶

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

18. Sales Report (`/sales-report`)¶

18b. Bookings (`/bookings`)¶

20. Call Intelligence (`/call-intelligence`)¶

21. Sequences (Drip Campaigns) (`/sequences`)¶

30. Sales Pipeline Report (`/sales-report`)¶

31. Templates (`/templates`)¶

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

36. Social Media Planner (`/social-media`)¶

37. Products (`/products`)¶

38. Inbox Health (`/inbox-health`)¶

39. Meeting Recordings (`/meeting-recordings`)¶