Project Management Module

Dashboard Overview

After logging in, you’ll be directed to the Dashboard . From the Dashboard, click on the Project-Management icon located on the navigation menu. . You will be redirected to the Project-Management Page.

1 Projects

The Project Module enables collaboration among multiple teams within a single project. Each project is assigned a unique identifier, known as the "Queue," which streamlines the management of client calls by routing them to available clerks within the system. Projects can also be assigned to a parent group, allowing related projects to be organized and managed together.

Project Fields in Project Management

Inside Project Management each Project contains the following key fields:

Channel: The communication method used for calls. This includes options like Email and Contact.

Views: Represents the number of views or interactions related to the project. You can also create custom views to filter and display specific data.

Database: The main data repository that stores all records associated with the project. It includes features such as Export and Field Management.

Result Code: Used to classify and track the outcome of each interaction. This supports detailed reporting and process analysis.

1 Create Project

Step-by-step instructions for creating project.

  1. Navigate to Project Management

    • From the left sidebar, click on the Project Management icon.

    • Select the Projects option from the menu.

Project Management Page

1.1 Add a New Project

  • Click the Add Project button to begin creating a new project.

Complete the Project Details Form - Fill out the required fields with valid data, such as project name. - If the project has a parent group, select the appropriate parent group for managing related projects. - Fill the Queue number as this number is responsible for handling the call from the client and routing them to the available clerks in the system. - Click the Next button to proceed to the Teams Selection form.

Project Management Page

Project Management Page

Assign Teams Selections - In the Team Members Selection form, check the boxes next to the teams you want to assign to this project. - The selected teams include users with the role of Group Clerks, who have the rights and permissions to handle call management. When a client calls the designated queue number, available clerks within the assigned teams for the related project will manage the call.

Create the Project - After selecting the desired teams, click the Create button to finalize the new teams setup.

Project Management Page

Then after creating a project, you will be redirected to the Project Management Page where you can see the newly created project listed.

1.2 Edit an Existing Project

  • Locate the project you want to edit and select the checkbox next to it.

  • The Edit button will become enabled. Click it to proceed.

  • In the Project Details Form, update fields like name, parent group, queue number, and so on.

  • Click Next to continue to the Teams Selection form.

Project Management Page

Project Management Page

Update Teams Selection - In the Team Members Selection form, update and check the boxes next to the teams you want to assign to this project. - The selected teams include users with the role of Group Clerks, who have the rights and permissions to handle call management. When a client calls the designated queue number, available clerks within the assigned teams for the related project will manage the call.

Project Management Page

  • After selecting the desired teams, click the Update button to finalize the project’s configurations.

After creating a project, you can access project list.

Selecting a Project

Inside the Project-Management , you can access project list. image

To view specific call records, select a project from the Project List within the Dashboard. Each project listed will have key details.

Project Details

After selecting a project, you’ll land on the Project Details Page. This page provides an overview of the project, including its name, description, and other relevant details.

Email Template User Guide

Overview

This guide explains how to set up and use email templates within the project management system to automate personalized communications (e.g., after receiving calls or form submissions). The process depends on creating Custom Fields and Views first.

1. Creating Custom Fields

  • Go to Project Management > Projects > [Your Project] > Database

  • Click + Add Field

  • Select field type (Text, Checkbox, Dropdown, etc.)

  • Name and configure the field

  • Choose single or multiple values

  • Save the field

(Custom fields will be available for Views and Email Templates)

2. Creating Views

  • Go to Project Management > Projects > [Your Project] > Channel > Views

  • Select or create a View (e.g., Tesla Motors)

  • Add fields (including Result Codes) via drag-and-drop or selection

  • Group or sort fields if needed

  • Save the View

(Views organize data for email templates to use)

3. Creating Email Templates

  • Go to Project Management > Projects > [Your Project] > Channel > Email

  • Click + ADD to create a new template

  • Follow the multi-step form: image

Step 1: Basic Information

  • Template Name

  • Subject

  • Recipient(s)

  • CC / BCC

  • Sender profile

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Step 2: Message

  • Compose email body

  • Use predefined fields and Views to insert dynamic data

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Step 3: Attachments

  • Upload files if needed

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Step 4: Add Result Code

  • Link a result code for tracking email status

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Final Step

  • Review details

  • Click Save or Finish

4. Using Predefined Fields and Views

Predefined fields and Views automatically fill email content based on user inputs or call data, ensuring personalized and accurate communication.

5. Editing Email Templates

  • Navigate to Project Management > Projects > [Your Project] > Channel > Email

  • Select the template and click Edit (pencil icon)

  • Modify Basic Info, Message, Attachments, or Result Code

  • Save changes

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6. Deleting Email Templates

  • Navigate to Project Management > Projects > [Your Project] > Channel > Email

  • Select the template(s) to delete

  • Click Delete (trash icon) and confirm

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7. Use Case: Receiving Calls

When a call ends, the system automatically selects the appropriate email template based on predefined data, fills it with caller information, and sends the email immediately.

Summary

  • Custom Fields: Define data points.

  • Views: Organize and display fields.

  • Email Templates: Automate personalized emails using Views.

  • Predefined Data: Ensures dynamic, accurate content.

Overview

An Email Template is a pre-designed message that is filled automatically with data collected during a project activity or customer call. This guide explains how to configure fields, views, and templates for seamless use during customer interactions.

1. Prerequisites

Before creating an email template, ensure the following are prepared:

1.1 Fields

Fields are data points like:

  • customer_name

  • ticket_id

  • product_type

You can:

  • Create custom fields

  • Use pre-defined fields available in the system

Fields can be: Single-value (e.g., customer_name) Multi-value (e.g., issue_tags)

1.2 Views

A View is a layout that shows selected fields during a call.

You can:

  • Create your own views with selected fields

  • Use system-defined views

Email templates are connected to views. Create or use a view before creating an email template.

2. Step-by-Step Setup

2.1 Create or Use Fields

Navigate to: Projects > [Your Project] > Fields

Steps:

  1. Click + Create Field

  2. Enter field details:

    • Name

    • Type (Single or Multiple Value)

  3. Click Save

You may also use existing pre-defined fields like:

  • {customer_name}

  • {ticket_id}

  • {project_name}

2.2 Create or Use Views

Navigate to: Projects > [Your Project] > Views

Steps:

  1. Click + Create View

  2. Add required fields (custom or pre-defined)

  3. Click Save

You can also select a pre-defined view if available.

3. Create Email Template

Navigate to: Projects > [Your Project] > Channel > Email

  1. Click + ADD to start a new template

  2. Follow the multi-step form:

Step 1: Basic Information

Field Description

Template Name

Internal name for identifying the template

Subject

Email subject (supports dynamic fields like {customer_name})

Recipient

Main receiver or use {customer_email}

CC / BCC

Optional fields – add emails or dynamic fields

Sender

Choose from available sender profiles

Step 2: Message

Write the email body using both custom and pre-defined fields.

Example:

Hello {customer_name},

Your ticket ID is {ticket_id}. We will get back to you shortly.

Regards,
{agent_name}

You can insert any fields available from the view.

Step 3: Attachments

Upload files to be sent with the email, such as:

  • User manuals

  • Receipts

  • Screenshots

Step 4: Result Code (Optional)

Link a result code for call handling or reporting purposes.

  1. Click Save or Finish to complete.

4. Using Email Template During Calls

  1. During a call, the configured view appears

  2. Agent fills in or confirms fields

  3. The system shows the linked email template

  4. Fields auto-fill from the view

  5. Agent clicks Send

Ensure your email template only uses fields available in the linked view.

5. Edit Email Template

Navigate to the email list.

  1. Click the pencil icon (✏️) next to the template

  2. Modify any section (Basic Info, Message, Attachments, Result Code)

  3. Click Update or Save

6. Delete Email Template

  1. Go to the email list

  2. Check the box next to the template

  3. Click the Trash icon

  4. Confirm deletion in the pop-up

7. Best Practices

  • Create all fields and views before templates

  • Use {} syntax for dynamic fields (e.g., {customer_name})

  • Reuse pre-defined views and fields where possible

  • Keep subject and body clear and personalized

3 Contact in Channel

1. Accessing the Contact Page

Follow these steps to navigate to the Contact page:

  1. Log in to the system with your credentials.

  2. In the left-hand navigation menu, click on Projects.

  3. Select the desired project name from the list.

  4. Within the project section, click on Channel.

  5. Click on Contact to view the list of existing contacts.

Contact Dashboard

3.1 Creating a New Contact

To add a new contact to the system:

  1. On the Contact page, click the + Add Contact or Create New Contact button.

  2. A new contact form will appear. Enter alll information in the required fields:

  3. After entering the details, click the CREATE or SAVE button.

  4. The new contact will now be listed on the Contact page.

Contact Dashboard

3.2 Editing an Existing Contact

To update contact information:

  1. On the Contact page, find and click on the contact name you wish to edit.

  2. You will be taken to the Edit Contact page.

  3. Review and update the necessary fields.

  4. Once the changes are complete, scroll down and click UPDATE to save the changes.

  5. If you do not want to save the changes, click CANCEL to return without saving.

Contact Dashboard

3.3 Deleting a Contact

To remove a contact from the system:

  1. On the Contact page, locate the contact you want to delete.

  2. Click the Delete icon (usually a trash bin) or select Delete from the action menu.

  3. A confirmation message will appear:

    "Are you sure you want to delete this contact?"

  4. Click YES or CONFIRM to proceed with deletion.

  5. To cancel, click NO or CANCEL.

  6. The contact will be permanently removed from the list.

Contact Dashboard

4 Manage Project Views and Pages

This section describes how to create, update, edit, and delete Project Views and Pages under each project in the system.

Navigating to Project Management

  1. Click on Project Management from the main menu.

  2. You will be redirected to the Project page.

  3. Click on the project name you want to manage.

  4. On the left-hand side, locate the tree structure and click on Project Views.

Project Views

4.1 Creating a Project View

  1. Click on a project under One Project.

  2. On the left side, click on Project Views.

  3. Click the Create button located above the table.

  4. A popup form will appear asking for the necessary information.

  5. Fill in the following fields:

    1. View Name: Name of the project view

    2. Description: (Optional) Short description of the view

  6. Click Create to save the new project view.

  7. The new view will now appear in the list under Project Views.

Create Project View

4.2 Updating a Project View

  1. From the Project Views list, select the view you want to update.

  2. Click the Update button located below the table or next to the view.

  3. A popup will appear with the current data.

  4. Modify the fields as needed.

  5. Click Update to save your changes.

Update Project View

4.3 Editing a Project View

  1. In the Project Views table, locate the view you want to edit.

  2. Click the Edit icon/button beside the view.

  3. A popup form will open pre-filled with the current information.

  4. Modify the necessary fields such as name or description.

  5. Click Save or Update to apply the changes.

Edit Project View

4.4 Deleting a Project View

  1. In the Project Views list, find the view you want to delete.

  2. Click the Delete icon/button next to the view.

  3. A confirmation dialog will appear.

  4. Click Yes or Confirm to permanently delete the view.

  5. Note: Deleting a Project View will also remove all associated pages.

Delete Project View

4.5 Creating a Page Within a Project View

  1. After creating a Project View, click on the view name in the list.

  2. You will be taken to the view’s details page.

  3. Click on the Create Page button.

  4. In the popup form, fill in the following:

    1. Page Name: Name of the new page

    2. Content/Description: (Optional) Page content or summary

  5. Click Create to save the new page.

  6. The page will now appear under the selected view.

Create Page
Create Page

4.6 Editing a Page

  1. From the list of pages under a Project View, locate the page to be edited.

  2. Click the Edit icon/button next to the page name.

  3. A popup form will appear with the current content.

  4. Modify the fields such as page name or content.

  5. Click Save or Update to apply the changes.

Edit Page

4.7 Deleting a Page

  1. From the list of pages under a Project View, locate the page to be deleted.

  2. Click the Delete icon/button next to the page name.

  3. A confirmation dialog will appear.

  4. Click Yes or Confirm to delete the page.

  5. The page will be removed from the view.

Delete Page

5 Manage Project Export in Database

To Navigate export call records, first select a single project from the Project Management section. Then go to the Database tab of that project. Inside the database, click on the Export option. There, you will see all the records of calls related to the project, which you can view and export as needed.

5.1 Exporting Call Records

Once inside the Database, click on the Export button.

Contact Dashboard

  1. You will see detailed call records for the selected project.

  2. Use the date range selector to filter call records based on a specific time period.

  3. The system will display the filtered call data according to the selected dates.

  4. Click the Export button located at the top right corner to begin the export process.

  5. The system will generate a report based on the chosen date range.

  6. You can download the report in Excel format for further analysis.

Contact Dashboard

5.2 Viewing Exported Reports

Once inside the Database, click on the Export button.

Contact Dashboard

  1. After selecting a project, you will see a list of all call records related to that project.

  2. Each call record displays detailed information, including the following fields:

    • UUID – A unique identifier for each call entry.

    • Project ID – The internal ID associated with the selected project.

    • Audio – Playback option for the recorded call.

    • Caller Number – The phone number from which the call originated.

    • Destination – The number or endpoint the call was directed to.

    • Direction – Indicates whether the call was inbound or outbound.

    • Agent (User) ID – ID of the agent or user who handled the call.

    • External Extension – External device or number used, if applicable.

    • Queue ID – The call queue or service line associated with the call.

  3. Use the date range selector at the top to filter call records by a specific time period.

  4. Click the Export button to initiate the export process.

  5. The system will generate a downloadable Excel file containing the filtered records.

  6. You can use the exported Excel sheet for further data analysis or reporting.

Contact Dashboard

6 Manage Project Fields in Database

This manual guides users through the process of creating, editing, and deleting project fields in the Database section of a project. Project fields are used to store custom data attributes related to your project and are accessible from the Fields tab under Database.

Accessing the Fields Section

  1. Log in to the system.

  2. In the left sidebar, click on Projects to expand it.

  3. Select your project (e.g., Mantra).

  4. Navigate to Database > Fields.

Contact Dashboard

6.1 Creating a Project Field

  1. Click the + icon or the Add Project Field button.

  2. In the Add Fields form, enter the required information:

    • Unique Identifier: A unique internal name for the field.

    • Label: A user-friendly name shown in the UI.

    • Type: Choose the type of data the field should accept (e.g., Text, Number, Dropdown).

  3. If the field type supports options (like Dropdown):

    • Scroll down to the option table.

    • Click ADD to insert a new entry.

    • Fill in Name, Export Value, and optionally Description.

    • Add more entries as needed.

  4. Click CREATE to save the new field.

  5. To cancel the operation, click CANCEL.

Contact Dashboard

6.2 Editing a Project Field

  1. From the Fields list, locate the field you want to modify.

Contact Dashboard

  1. Click on the field to open its details.

  2. Update the following as required:

    • Label

    • Type (if allowed)

    • Option entries (add, modify, or remove dropdown values)

  3. Click UPDATE to save changes.

  4. Click CANCEL to discard unsaved edits.

Contact Dashboard

6.3 Deleting a Project Field

  1. In the Fields list, find the field you want to delete.

  2. Click the delete (trash can) icon next to the field entry.

  3. A confirmation prompt will appear. Confirm the deletion to remove the field permanently.

  4. The field will be removed from the list and no longer available in project forms or data exports.

Contact Dashboard
Contact Dashboard

7. Creating and Managing Result Codes

To create or manage Result Codes, first select a project from the Project Management section.

Navigate to: Project Management > Projects > [Your Project] > Channel > Result Codes

Here, you will see a list of existing Result Codes for the selected project.

You can select any existing Result Code to view its details or create a new one.

7.1 Creating a New Result Code

Fill out the form below to create a new Result Code:

  1. Name – The display name of the Result Code.

  2. Export Name – The name used when exporting data.

  3. Type – The category or call type associated with this Result Code. This is linked from the predefined Call Types configured within the project to classify different types of calls.

  4. Outcome – The outcome linked to this Result Code, selected from the predefined list of possible call outcomes (e.g., successful, failed, no answer). This helps categorize the result of a call or interaction.

  5. Agent Commission – Commission percentage or amount allocated to the agent based on this Result Code.

  6. Call Center Commission – Commission percentage or amount allocated to the call center for calls associated with this Result Code.

  7. Description – Additional notes or explanation about the Result Code.

Result Codes created here can be linked to email templates and reports to track call statuses and automate communication workflows.

For managing Call Types and Outcomes used here, navigate to: Project Management > Projects > [Your Project] > Settings > Call Types and Project Management > Projects > [Your Project] > Settings > Outcomes

This ensures consistency and reusability across your project.

After filling out the form, save the Result Code to make it available for linking with email templates, reports, and call tracking.

7.2 Edit Result Code

  1. Select the result code you want to edit by clicking the checkbox next to it.

  2. Click the EDIT button (bottom right).

  3. Update the fields as needed in the form.

  4. Click UPDATE or SAVE to confirm the changes.

Contact Dashboard

7.3 Delete Result Code

  1. Select the result code you want to delete.

  2. Click the DELETE button (bottom right).

  3. Confirm the deletion when asked.

Contact Dashboard

8. Manage Project Groups

Project Groups allow you to organize multiple projects under a single group for easier management and team assignments. To Navigate Progect Groups, first select a single project from the Project Management section. Then go to the Project Groups tab of that project. Inside the Project Groups, you can create, edit, and delete project groups as needed.

8.1 Adding a New Project Group

  1. Click the Add Project Group button.

  2. You will be redirected to the Add Project Group page.

Filling the Project Group Form

  1. Enter the required details such as Name,Parent Group Description, etc.

  2. Click the Next button to proceed.

Add Project Group Page

Assigning Teams to the Project Group

  1. Check the Teams checkbox to assign teams to the group.

  2. Click the Create Project Group button.

Assign Teams to Project Group

Saving and Redirecting

  1. After successful submission, you will be redirected back to the Project Group page.

Contact Dashboard

8.3 Editing a Project Group

  1. On the Project Group list page, locate the group you want to edit.

  2. Click the Edit (pencil icon) beside the group name.

  3. Update the necessary fields in the form.

  4. Click Update to save changes.

  5. You will be redirected back to the updated list.

8.4 Deleting a Project Group

  1. On the Project Group list page, locate the group you want to delete.

  2. Click the Delete (trash icon) beside the group name.

  3. A confirmation dialog will appear—click Confirm to permanently delete the group. WARNING: Deleting a project group cannot be undone.

After deleting a project group, you will be redirected back to the Project Group list page.