Company Information

Company Name

This field captures the official name of the company or organization registering for the platform. It will be used throughout the system for identification and branding purposes.

Company/Organization Size

This field indicates the approximate number of employees or team members within the organization. It helps tailor platform capabilities or pricing to match operational scale.

Country/Region

This specifies the primary country or geographical region where the organization operates. It is used for localization, compliance with regional regulations, and aligning system defaults like language and time zone.

Admin Information Admin Username

This field specifies the unique username that the primary administrator will use to log into the system. It serves as the adminʼs identifier for authentication and account management.

Admin Password

This field is used to set a secure password for the admin account. It ensures that access to administrative functions and sensitive data is protected.

First Name

This captures the first name of the primary administrator. It may be used for system notifications, support references, or internal display within the platform.

Email Address

This is the official email address associated with the admin account. It will be used for login recovery, system alerts, and direct communication from the platform.

Site Time Zone

This sets the default time zone for the organizationʼs site. It ensures that time- based features such as scheduling, reporting, and logs are accurate and regionally aligned.

System Language

This determines the default language used across the platform interface for the companyʼs users. It helps ensure usability and comprehension across regional teams.

Capabilities - Basic

Maximum Agents

This field defines the total number of agents (team members or support representatives) that can be added and actively operate within the system. It limits how many users can simultaneously access and use the platform under the companyʼs plan.

Disk Quota (GB)

This specifies the maximum amount of data storage, measured in gigabytes, that the company is allowed to use. This includes all uploaded files, media, logs, and other data stored within the platform.

Capabilities – Advanced

Maximum Widgets

This field defines the highest number of chat widgets the company is allowed to create within the platform.

Maximum Channel Accounts

This sets the limit on how many communication channels (such as email, social media accounts, or messaging platforms) can be integrated and managed within the system.

Maximum Workflows

This determines how many automated workflows can be configured. Workflows often include sequences of tasks, triggers, or rules designed to streamline business processes and customer interactions.

Maximum Canned Messages

This specifies the number of pre-written (templated) responses that can be stored for quick use in customer communications. These are commonly used in support or sales conversations to improve efficiency and consistency.

Initial Tenant Login

Agent Building

• Account – Unique system username
• Password – Initial secure password
• First Name – Agentʼs first name
• Last Name – Agentʼs last name (optional)
• Alias – Display name or shorthand
• Email – Agentʼs work email
• Phone – Contact number (optional)

Chat Queues

Select at least one queue:

1. Default (usually auto-assigned)
2. Custom queue building helps move incoming messages with ease.
3. Example: Billing, Returns, Live Chat Support

Roles

Assign platform role(s):

1. Agents (basic role)
2. Others: Supervisor, Admin, Test

Skills

Select relevant skill tags (optional but recommended for routing):

• Examples: Spanish, Tech Support, Tier 1, e Commerce, Logistics

Role-Based Access Control (RBAC)

Define user scopes strictly based on operational responsibilities

• Agent: Access to assigned queues/channels only. Cannot create/edit channels or queues.
• Supervisor: Read access to team analytics, queue configuration, and agent performance data.
• Admin: Full access to system configuration, all channels, users, queues, and platform settings.

Optional Integrations & Configurations

Optional Integrations & Configurations

These can be connected during onboarding or configured later via system administration.

CRM Integrations

• Zoho CRM – Sync contact, case, and chat history between P2P Labs and Zoho.
• Salesforce – Full integration with CRM cases, accounts, and automation.
• Hub Spot – Track conversations and sync deals, tickets, and contact info.

Telephony Integrations

Integrate voice call routing, click-to-call, and call logging via:

• Netsapiens
• Porta One
• Bicom Telecom

External Connectivity

• API Access – Use REST or Java Script APIs to:
• Sync user events
• Automate provisioning
• Pull transcripts or activity logs
• Webhooks – Set up real-time event listeners (e.g., chat.closed, agent.assigned)
• Authorization Credentials – Define OAuth2 or token-based scopes to securely connect to external services.

Model Provider Integration

• Connect AI response systems to:
• Auto-suggest replies
• Summarize chats
• Improve first-response SLAs

IRIS Integration

• IRIS is out integrated softphone offering.

Notes

• All CRM and Telephony integrations require admin configuration but should be tagged to the user profile.
• Skills and queue assignments directly affect agent visibility into inbound traffic.
• Webhooks and API tokens are typically configured at the team level but should be documented per user if granular permissions are in place.