You own or run the account — the first hour

1. Settings → About your business. Describe what you do, for whom, your hours and how customers reach a person — or press Fill in from your website. This is what the agent knows about you. More
2. Knowledge Base. Prices, services and answers to common questions — one short document per topic works better than one long one. More
3. Check your agent. Ask it five questions your customers really ask, by text and by voice. Fix the answer in the business description or the Knowledge Base, not by arguing with the agent. More
4. Integrations. Connect the channels your customers already use: WhatsApp, Telegram, Instagram, the chat and the request form on your site, and a phone line.
5. Decide where your team hears about new requests. Settings → Operator Bridge sends every request and reminder to a Telegram group of your team; without a group, new requests go to the account email. Without either, a request lands in the CRM and nobody hears about it. More
6. Leads → Pipelines and Stages. Name the stages by what has happened to the customer, so every card has an end: one column where the work succeeded, one where it did not. Support (a result, a question) works best as a list that closes when the customer is answered; rare serious cases (a claim, a mistake) as their own pipeline with a person who owns them. More
7. Setup → Staff. Add each person with their own email and password and an access level, choose who is On duty for tasks, and give each of them the “Your first day” list below. Whoever runs the team presses Link my Telegram on the Tasks page to hear when it falls behind. More

You work in the account — your first day

1. Sign in with the email and password your admin gave you — the same pair works in the mobile app. The foot of the menu shows who you are signed in as; under a shared login your replies are signed «Operator».
2. Dashboard is your queue: Awaiting reply (customers nobody has answered yet — whoever answers first takes it), Overdue, Due today and My open leads. Start every day here. More
3. Keep the dashboard open. The numbers next to Chats and Tasks update by themselves, and when you are signed in under your own name, a note appears in the corner with a link when a task is handed to you or falls due. More
4. A task given to you: press Got it so the person who gave it knows it is taken; press Done when it is finished. If your account asks for a result, write one line of what happened — it goes into the customer's history. More
5. A customer writes: open the chat from your queue, read what the agent already said above, and answer. More
6. A lead: move the card to the stage it has really reached and keep moving it until it ends — in the column where it succeeded, or the one where it did not, with a reason. «Contacted» is the middle, not the end. While it is open, give it a next step with a date. More
7. Answered outside SIPmind — from your own phone or another WhatsApp? Press Answered on the request or Done on the task. Otherwise the customer still counts as waiting. More

You connect SIPmind to your own systems

• REST API, MCP and events — read and change the CRM, configure the agent, receive a call when something happens.
• Lead webhook — every new lead sent to any CRM or automation tool.
• A request form on your own site and Custom tools — the agent calls your API during a conversation.