Understanding the Dashboard

The Dashboard is a key tool for tracking the progress of your business and the effectiveness of customer service.

Within this feature, you can choose which pipeline you want to view, filter by the desired period, and access information according to your role in the organization: Managers, Supervisors, and Operators.

Below, we will detail what each one can do:

For Managers

As a Manager, you have a broad view of operations and can switch between two main views: Opportunities and Tickets.

• Opportunities: Here, you can see a complete overview, including sales volume, number of deals closed, the top-performing salespeople, and the detailed progress of each stage of the sales pipelines.
• Tickets: In this section, you can monitor everything related to customer service. This includes charts with the volume of support cases, details about issue categories, average resolution time, the top-performing agents, and the progress of each stage of the support pipelines.

For Supervisors

As a Supervisor, your access is more specialized. You will have access to information similar to that of Managers but focused exclusively on the department under your supervision.

For Operators

As an Operator, you have a more focused view of your own activities.

• Opportunities: You can see your total sales, details about the opportunities you are managing at each stage of the pipelines, your average time to close a deal, and the tasks assigned to you.
• Tickets: You can access the tickets you are managing, see the stage of each one in the pipelines, the issue categories, your average resolution time, and the tasks you need to complete.

The Dashboard is continuously updated, ensuring that you always have access to the most up-to-date information.

We hope this guide helps you navigate the Dashboard easily, maximizing the efficiency of your management and operations.

Users and Access Levels

In Poli Flow, just like in Poli Chat, there are three types of users: Manager, Supervisor, and Operator.

The difference between them lies in the breadth of access to information and configuration permissions.

• Operator: can view and edit the pipelines they are added to. In addition, card visibility will depend on what is defined in each pipeline.
• Supervisor: can view and edit the pipelines and cards of their team.
• Manager: can view and edit all pipelines and cards, as well as access and edit configurations.

⚠️ Important! Your user will have the same access level in both Poli Flow and Poli Chat.

Contacts in Poli Flow

Unified Contact Base

The contact base of Poli Chat and Poli Flow is unified.

This means that contacts created in Poli Flow are automatically synchronized with Poli Chat and vice versa.

That way, you maintain a single and always up-to-date contact base!

In addition to the path mentioned above, you can also create contacts directly from the Chats screen. All edits — including contact deletion — made in Flow will also be reflected in Chat reciprocally.

Creating Contacts

At Poli Flow, we understand that each contact is unique.

That’s why we offer the flexibility to customize contact fields according to your specific needs.

Want to add extra information or keep things simple? The choice is yours!

To create a new contact, follow these simple steps:

1. Go to the Contacts tab;
2. Click Add to insert a new contact into the system.

Default Contact Fields

• Contact Name
• CPF
• RG
• Job Title
• Date of Birth
• Full Address (Street, Number, Neighborhood, City, State, Country, ZIP code)
• Email
• Phone

In addition to these basic details, Poli Flow allows you to customize this form according to the information that matters to your business.

➡ For more information, see Custom Forms.

Once created, you have full freedom to edit, view, or, if necessary, delete the contact.

⚠️ Keep in mind: deletion is permanent and cannot be undone, so use this option carefully.

Relationship with the Company Field

By adding the Company field to the contact form, you create a direct link between them.

This allows you to know which company a contact belongs to and provides more complete information about your customer base.

Companies in Poli Flow

Creating a company profile in Poli Flow is just as intuitive as managing individual contacts, but with features tailored to corporate needs.

Starting a New Company

a. Navigate to the Company tab.
b. Select Add to start registering a new company.

Personalize with Custom Forms

Just like with contacts, you can add or hide fields as needed, adapting Flow to the reality of your business.

➡ See how to do this in Custom Forms.

Default Fields

• Company Name
• Email
• CNPJ
• Phone
• Website

To avoid duplicates, Poli Flow uses validators, such as the CNPJ, ensuring that each registered company is unique.

Unified Company Base

Just like with Contacts, the Companies base in Poli Chat and Poli Flow is unified.

This means that creations and edits made in Flow will also be reflected in Chat.

That way, you can also create a Company or link it to a Contact directly through the Chats screen!

Pipelines in Poli Flow

Creating a New Pipeline

You can create multiple pipelines directly in the settings, ensuring that each aspect of your sales or support process is thoroughly mapped.

When creating a pipeline, you define:

• Corresponding name;
• Pipeline type: choose whether it’s a sales pipeline or a support pipeline;
• Card visibility: set the level of visibility users will have;
• Access permissions: choose which users or teams will have access to this pipeline.

Defining Stages

After creating the pipeline, set up the necessary stages and give each stage names that make the most sense to your team.

This facilitates quick identification and increases efficiency.

Filters

Filters allow you to quickly access more specific information. You can filter by date, status, responsible user, and company.

Exporting Pipeline Data

Using the export button, you can export the information from the selected pipeline. All data will be exported in an Excel file.

Managing Opportunities and Tickets with Cards

At Poli Flow, we understand that effective management of opportunities and tickets is crucial for the success of your business.

That’s why we offer a versatile card tool, designed to adapt to your specific needs.

Types of Cards

There are two main types of cards available:

• Opportunity: ideal for tracking leads and potential sales;
• Ticket: perfect for managing support requests and customer service.

The type of card you can create depends on the pipeline type chosen when setting up a new pipeline:

• Sales: pipelines designated for creating opportunities;
• Support: pipelines focused on ticket management.

Creating Cards

• Within the pipeline: use the Create Opportunity or Create Ticket button to add new cards.
• From the Opportunities or Tickets tabs: facilitates organization and quick access.

Viewing and Managing Cards

Cards are displayed in a kanban format, allowing for intuitive and dynamic organization.

Key information displayed includes:

• Date and time of the contact
• Contact and company name
• Opportunity value
• Responsible agent
• Recent interaction details
• Tasks and notes

The card also includes an “Open Chat” function.

Clicking this icon will redirect you to the conversation with the contact linked to the card, facilitating communication and access to information.

In the sidebar of a contact on the Chats screen, you can view all open opportunities and tickets linked to that contact.

Additionally, cards offer drag-and-drop functionality between stages, editing, responsibility transfer, and much more.

Card Status

Card statuses can be: Open, Resolved/Unresolved, Won/Lost, Archived/Frozen

• Open: a card still in process, moving through the pipeline stages.
• Resolved/Unresolved: in support pipelines, tickets can be marked as resolved or unresolved at the end of the process.
  
  ⚠️ It is important to configure closure reasons to facilitate data collection.
  
• Won/Lost: in sales pipelines, opportunities can be marked as won or lost at the end of the process.
  
  ⚠️ It is important to configure closure reasons for easier data analysis.
  
• Frozen: freezing a card will set this status until the date and time defined during freezing.
  Once the specified date and time arrive, the card will automatically return to Open status.

Maximizing Custom Field Personalization in Poli Flow

We understand that each business is unique, which is why Poli Flow offers the flexibility to customize the data you manage.

With custom fields, the Flow manager has the power to adapt the platform to the specificities of their operation, ensuring that all relevant information is always at hand.

Entities and Applicability of Custom Fields

Custom fields can be linked to the following entities, always appearing at the end of the corresponding form:

• Company: visible in all company profiles.
• Contact: available in all contacts.
• Opportunities or Tickets: can be configured to appear in all pipelines or only in specific pipelines.

Types of Custom Fields

To meet diverse information needs, custom fields can be created in the following formats:

• Number
• Short Text
• Long Text
• Date
• Date and Time
• Time
• Phone
• Currency
• Checkbox Selection
• Single Selection
• List Selection
• Switch
• Email
• Connection
• Person

Configuring a Custom Field

When creating a new field, you will be guided through a simple process, selecting:

• Field Name: define a clear and descriptive name;
• Field Type: choose the format that best fits the information you want to capture;
• Belongs to Entity: choose whether this will be a field for company, contact, opportunity, or ticket.

Custom Forms in Poli Flow

Custom forms are a powerful tool in Poli Flow, designed to shape data entry according to the unique needs of your business.

Whether registering new companies, contacts, activities, tickets, or opportunities, customizing forms ensures you collect exactly the information required.

Creating and Editing Custom Forms

Overview

All forms registered in the system are displayed, allowing the creation of new forms and editing existing ones with ease.

How to Create a New Form

• Click Add to open the pop-up to select the entity for which you want to create the form.
• Forms can be linked to:
• • Company: always displayed when creating a new company;
  • Contact: available when creating a new contact;
  • Opportunities or Tickets: configurable to be default in the selected pipeline.
• Select the fields you want to include. All fields, including previously created custom fields, are draggable, making form organization easier.
• Custom fields you created earlier will appear here to be added to a form.

Field Uniqueness and Mandatory Status

• Uniqueness Rule: To avoid confusion and overlaps, more than one form cannot be activated for the same condition. For example, there cannot be two different forms for registering contacts in the same situation.
• Mandatory and Optional Fields: Within the same form, you can define which fields are mandatory and which are optional, offering flexibility in data collection without compromising information integrity.

Mastering Tasks in Poli Flow

At Poli Flow, tasks are versatile tools that serve both as reminders and as triggers for sending scheduled messages.

How to Create a New Task

Quick Start: Access the Tasks tab and click Add to begin.

Task Details: Fill in the necessary fields to specify:

• Subject: What needs to be done.
• Responsible: Who is in charge of execution.
• Type: The nature of the task.
• Date and Time: Define when the task should be performed. A notification will be sent to the responsible party at the scheduled date and time to ensure completion.
• Associated Entity: Link the task to a specific entity (company, contact, opportunity, etc.) for context.
• Notes: Any additional details that may help in completing the task.

Message Scheduling

Imagine being able to plan that crucial communication with your client in advance, ensuring that no follow-up opportunity or report is missed.

With our message scheduling functionality, this is incredibly simple.

How It Works

When you schedule a message, our system automatically handles sending it at the specified date and time.

Whether it’s a predefined template message or a simple message for open conversations, you have full control over the content and timing of the communication.

Steps for Perfect Scheduling

1. Select the Channel: Choose the channel through which the message will be sent, adapting to the client’s preference or the nature of the communication.
2. Choose the Template: Select the template that best suits this contact or write a simple message if the chat window is open.
3. Define the Contact: Specify who will receive the message, ensuring the communication reaches the right person.
4. Schedule Date and Time: Determine when the message should be sent, planning the ideal moment for the contact.

Schedule important messages and let our system send them at the right time, flawlessly.

When the client responds, the conversation can be resumed immediately, facilitating the communication flow and issue resolution.

Closing Reasons

Understanding why an opportunity or ticket was won or lost is crucial for continuously improving your business strategies.

In Poli Flow, we simplify this process with the Closing Reasons functionality.

Creating and Managing Closing Reasons

• Clear Definition: When changing the status of opportunities and tickets to won/resolved, associate them with a specific Closing Reason. This helps categorize results so they can be easily analyzed later.
• Status Flexibility: Reasons can be adjusted between active and inactive, allowing you to continuously refine available options without losing historical data.

Sub-Reasons for Extra Detail

For more granular analysis, you can register Sub-Reasons.

This is especially useful for understanding specific nuances, such as a lost opportunity due to a competitor offering a more competitive price.

Practical Example:

• Main Reason: Lost Opportunity
• Sub-Reason: Client chose a competitor
• Detail: Competitor offered a lower price

Benefits of the Functionality

• Valuable Insights: Better understand trends in your sales and support interactions, identifying areas for improvement and reinforcement.
• Strategic Decisions: Use this information to adjust tactics, offers, and approaches, aligning your strategies more effectively with market expectations and needs.

Organize and Highlight with Tags

Tags in Poli Flow are excellent tools that facilitate the classification and visual organization of your opportunities and tickets.

With customizable colors and flexible application, they become indispensable in your daily management activities.

Creating and Managing Tags

• You can easily create new tags in the Tags tab.
• Each tag can be customized with a specific color, making visual identification instant.
  This is ideal for highlighting priorities, customer types, opportunity stages, or any other classification relevant to your team.
• To add tags to your forms, simply include the field when registering them.
• Adjustable Status: Like other elements in Poli Flow, a tag’s status can be switched between active and inactive, allowing you to keep only the most relevant options in use without losing historical classification data.
• Deleting Tags: When a tag is no longer needed, it can be deleted. This simplifies maintaining a clean and relevant tagging system.

Applying Tags

Tags can be assigned to both opportunities and tickets, providing an effective method for organizing items based on criteria defined by the team.

This optimizes information visualization and strategic decision-making.

Benefits of Tags

• Improved Organization: With tags, it becomes easier to group and visualize opportunities and tickets by category, facilitating tracking and management.
• Quick Visualization: Tag colors and status provide immediate visual cues about an item’s nature or priority, improving team efficiency.

Configuring Ticket Categories

Effective ticket categorization is crucial for organizing and prioritizing customer support within Poli Flow.
With ticket categories, you can segment and manage support requests more efficiently, ensuring that each ticket is handled by the right team and in a timely manner.

How to Add a New Ticket Category

1. Go to Settings, then Ticket Categories.
2. Click Add. You will be prompted to provide:
3. • Name: Define a distinctive name for the category.
   • Description: Provide a brief description to clarify the purpose of the category.

Managing Categories

• Edit: By clicking Edit, you can modify the category’s name, description, and status. This allows you to adjust categories as needs evolve.
• Category Status: Easily toggle between Active and Inactive, allowing you to maintain the category without showing it as an option for new tickets, while preserving the existing category structure.
• Delete: If a category is no longer needed, it can be removed. Note that this action is permanent and cannot be undone, so proceed with caution.

Importance of Ticket Categories

Categorizing tickets allows for faster and more effective triage.

Additionally, analyzing support trends becomes more accessible, helping to identify areas that require additional attention or service improvement.