CRM Menu, Statistics and Reporting Guide
This guide explains how to access the main menus from the header, what each menu is used for, which statistics can be generated, which reports or exports can be generated, and how to customize the customer response signature. It only covers user-facing menus available outside of global admin features.
How to access the menus
Menu SearchBar
The Menu SearchBar is available at the top of the screen. It searches by menu name and description, opens the corresponding configuration window, dashboard or management dialog, and lets users narrow results with category filters.
How to open a menu
- Go to the top header.
- Click inside Menu SearchBar.
- Type the name of the menu you want to open.
- If needed, click a category chip such as Statistics, Integrations, Users, Configuration, Organization, or Brand.
- In the dropdown list, click the menu you want to open.
Search Tickets
The Search Tickets entry is available at the top right of the screen. It is used to find a conversation by customer email, Shopify order number, or text contained in the ticket.
How to search for a ticket
- Go to the top right of the header.
- Click Search tickets...
- Choose Email, Order #, or Text.
- Enter at least a few characters.
- Click a result to open the ticket.
Customize the response signature
To customize the signature used in customer replies, modify the write_response action.
Access path
- Open Menu SearchBar from the top header.
- Type Agent Actions.
- Click Agent Actions.
- Find the action write_response.
- Edit the guideline for the text parameter.
- Save the configuration.
This is the right place to change the closing signature, tone of voice, formatting guidance, and language or style instructions.
Menu guide by category
Configuration menus
Graph Editor
Role: Visually manage the graph logic used by the agent.
How to access
Top header > Menu SearchBar > type Graph Editor > click Graph Editor.
How to use it
- Create or edit graph nodes.
- Connect nodes together.
- Structure routing and decision flows.
- Review how the workflow behaves.
Main output
- Graph configuration.
- Workflow structure.
Agent Actions
Role: Configure which actions the agent can execute and how those actions behave.
How to access
Top header > Menu SearchBar > type Agent Actions > click Agent Actions.
How to use it
- Enable or disable actions.
- Edit action guidelines.
- Edit parameter rules.
- Add custom actions and custom parameters.
- Save the action configuration.
Main output
- Action behavior configuration.
- Response behavior rules.
- Custom action schemas.
Note: Use this menu to modify write_response if the customer wants to customize the reply signature.
Invoice Config
Role: Maintain invoice and company information.
How to access
Top header > Menu SearchBar > type Invoice Config > click Invoice Config.
How to use it
- Edit company details.
- Update invoice-related information.
- Review invoice rendering or template behavior.
Main output
- Invoice configuration.
- Company billing information.
Configure SOPs
Role: Configure SOP variables used for help center and support processes.
How to access
Top header > Menu SearchBar > type Configure SOPs > click Configure SOPs.
How to use it
- Create or edit SOP variables.
- Maintain structured support knowledge.
- Update reusable operational values.
- Import or export the SOP setup.
Main output
- SOP variable library.
- JSON export/import of SOP settings.
Note: This can be used in shop or brand context depending on access.
Help Center
Role: Manage help center content.
How to access
Top header > Menu SearchBar > type Help Center > click Help Center.
How to use it
- View and edit help center articles.
- Maintain help center structure and content.
- Export help center data.
- Import help center data when needed.
Main output
- Help center content.
- JSON export/import.
Views
Role: Manage saved conversation views.
How to access
Top header > Menu SearchBar > type Views > click Views.
How to use it
- Create saved filters.
- Organize ticket views.
- Edit or delete existing views.
- Reuse the same view logic across daily operations.
Main output
- Saved operational views for conversations.
Fulfilment Center
Role: Manage fulfilment center contact settings and Slack linkage.
How to access
Top header > Menu SearchBar > type Fulfilment Center > click Fulfilment Center.
How to use it
- View fulfilment center contacts.
- Manage fulfilment center communication settings.
- Review or disconnect the related integration.
Main output
- Fulfilment communication setup.
Note: This may be used in brand-related workflows.
Auto Reply Template
Role: Configure automatic reply templates.
How to access
Top header > Menu SearchBar > type Auto Reply Template > click Auto Reply Template.
How to use it
- Edit the default automatic reply message.
- Activate or adjust template behavior.
Main output
- Automatic response template.
Configure Chatbot
Role: Customize chatbot and widget behavior.
How to access
Top header > Menu SearchBar > type Configure Chatbot > click Configure Chatbot.
How to use it
- Adjust chatbot settings.
- Review support widget configuration.
- Preview the customer-facing setup.
Main output
- Chatbot and widget configuration.
Assignment Rules
Role: Define automatic ticket assignment rules.
How to access
Top header > Menu SearchBar > type Assignment Rules > click Assignment Rules.
How to use it
- Create routing rules.
- Configure round robin assignment.
- Set tag-based or channel-based assignment.
- Maintain team distribution logic.
Main output
- Assignment automation rules.
Spam Settings
Role: Manage spam detection rules for emails.
How to access
Top header > Menu SearchBar > type Spam Settings > click Spam Settings.
How to use it
- Enable or disable spam control.
- Maintain blocked patterns.
- Maintain blocked senders or blacklist logic.
Main output
- Spam filtering configuration.
Refunds
Role: Review and analyze refund activity, including operational refund cases.
How to access
Top header > Menu SearchBar > type Refunds > click Refunds.
How to use it
- Filter refund data.
- Review refund-related tables and analytics.
- Analyze refund categories.
- Manage refund-related data and synchronization.
Main output
- Refund analysis.
- Refund tracking tables.
- Refund category information.
Note: This can be available in shop or brand view depending on access.
Auto-solve Configuration
Role: Configure auto-solve behavior for supported channels and cases.
How to access
Top header > Menu SearchBar > type Auto-solve Configuration > click Auto-solve Configuration.
How to use it
- Configure auto-solve settings.
- Adjust channel-specific behavior.
- Set AI model behavior where available.
Main output
- Auto-solve configuration by scope.
Customer Survey (CSAT)
Role: Configure customer satisfaction surveys and review results.
How to access
Top header > Menu SearchBar > type Customer Survey (CSAT) > click Customer Survey (CSAT).
How to use it
- Enable or manage survey settings.
- Review submitted satisfaction results.
- Inspect survey records over time.
Main output
- CSAT settings.
- Survey results.
- Satisfaction tracking.
Note: This can be used in shop or brand context depending on access.
Integration menus
Gorgias Integration
Role: Configure the Gorgias connection.
How to access
Top header > Menu SearchBar > type Gorgias Integration > click Gorgias Integration.
How to use it
- Connect Gorgias.
- Manage configuration values.
- Map users between systems.
Main output
- Gorgias integration setup.
- User mapping configuration.
Freshdesk Integration
Role: Configure the Freshdesk connection.
How to access
Top header > Menu SearchBar > type Freshdesk Integration > click Freshdesk Integration.
How to use it
- Connect Freshdesk.
- Enter credentials and base settings.
- Map support users.
Main output
- Freshdesk integration setup.
- Agent mapping.
Re:amaze Integration
Role: Configure the Re:amaze connection.
How to access
Top header > Menu SearchBar > type Re:amaze Integration > click Re:amaze Integration.
How to use it
- Connect or remove the integration.
- Maintain connection settings.
Main output
- Re:amaze integration setup.
Help Scout Integration
Role: Configure Help Scout and related mailbox mapping.
How to access
Top header > Menu SearchBar > type Help Scout Integration > click Help Scout Integration.
How to use it
- Connect Help Scout.
- Manage OAuth or token-based access.
- Load mailboxes.
- Map users.
Main output
- Help Scout connection setup.
- Mailbox and user mapping.
Email Integration
Role: Manage support email addresses.
How to access
Top header > Menu SearchBar > type Email Integration > click Email Integration.
How to use it
- Add support inboxes.
- View connected email addresses.
- Manage existing email connections.
Main output
- Email channel configuration.
Facebook Integration
Role: Connect Facebook pages and Instagram-related messaging channels.
How to access
Top header > Menu SearchBar > type Facebook Integration > click Facebook Integration.
How to use it
- Connect Facebook.
- Select pages.
- Configure available messaging channels.
Main output
- Facebook and social channel configuration.
Whatsapp Integration
Role: Connect WhatsApp Business.
How to access
Top header > Menu SearchBar > type Whatsapp Integration > click Whatsapp Integration.
How to use it
- Launch the embedded connection flow.
- Connect the business account.
- Review phone and business identifiers once connected.
Main output
- WhatsApp Business connection setup.
Facebook Support Ads
Role: Create and manage support-oriented Facebook ads.
How to access
Top header > Menu SearchBar > type Facebook Support Ads > click Facebook Support Ads.
How to use it
- Select advertising context.
- Configure the campaign.
- Create ads for Messenger, WhatsApp or web support entry points.
Main output
- Support ad configuration and creation result.
Carrier Config
Role: Configure the carrier tracking aggregator.
How to access
Top header > Menu SearchBar > type Carrier Config > click Carrier Config.
How to use it
- Choose the carrier tracking configuration.
- Set the tracking base URL or preset.
- Save the carrier setup.
Main output
- Carrier tracking configuration.
Judge.me Integration
Role: Connect Judge.me review data.
How to access
Top header > Menu SearchBar > type Judge.me Integration > click Judge.me Integration.
How to use it
- Start the connection flow.
- Review the current connection.
- Disconnect when needed.
Main output
- Judge.me integration status.
Statistics menus
Statistics Overview
Role: Main statistics dashboard for shop-level support activity.
How to access
Top header > Menu SearchBar > type Statistics Overview > click Statistics Overview.
How to use it
- Apply date filters.
- Review KPI cards.
- Inspect support charts and tables.
- Drill into conversation-related results where available.
Main output
- Statistics dashboard.
- Ticket activity charts.
- Team or workload tables.
Agent Stats
Role: Analytics for executed agent actions and AI performance.
How to access
Top header > Menu SearchBar > type Agent Stats > click Agent Stats.
How to use it
- Select a date range.
- Review AI-only versus human-involved conversations.
- Analyze executed action trends.
- Open conversation lists linked to the analytics.
Main output
- Agent analytics dashboard.
- Action trend charts.
- AI usage metrics.
Note: Agent Stats is for AI stats only. For human agent stats, use Statistics Overview.
Tag Statistics
Role: Analyze tag distribution.
How to access
Top header > Menu SearchBar > type Tag Statistics > click Tag Statistics.
How to use it
- Select a time range.
- Review tag distribution.
- Compare tag usage across tickets.
Main output
- Tag distribution charts.
- Tag usage statistics.
First Response Stats
Role: Review first response performance.
How to access
Top header > Menu SearchBar > type First Response Stats > click First Response Stats.
How to use it
- Review first response timing indicators.
- Analyze responsiveness trends.
Main output
- First response time statistics.
Strategic Analysis
Role: Analyze graph usage and generate advanced analysis reports.
How to access
Top header > Menu SearchBar > type Strategic Analysis > click Strategic Analysis.
How to use it
- Select the analysis period.
- Review node rankings.
- Analyze graph usage patterns.
- Generate node-specific or global reports.
Main output
- Strategic rankings.
- Usage analysis.
- Generated reports.
- PDF export of reports.
Customers Overview
Role: Analyze customer-related support activity.
How to access
Top header > Menu SearchBar > type Customers Overview > click Customers Overview.
How to use it
- Apply date filters.
- Review customer KPIs.
- Analyze engagement and conversation activity.
Main output
- Customer statistics dashboard.
- Customer growth and engagement indicators.
Chargebacks And Disputes Overview
Role: Monitor and manage chargebacks and payment disputes.
How to access
Top header > Menu SearchBar > type Chargebacks And Disputes Overview > click Chargebacks And Disputes Overview.
How to use it
- Filter chargebacks and disputes.
- Review detailed dispute data.
- Track status and operational follow-up.
Main output
- Dispute monitoring table.
- Chargeback trend analysis.
- Operational review workspace.
High Risk Orders
Role: Review Shopify orders flagged as risky.
How to access
Top header > Menu SearchBar > type High Risk Orders > click High Risk Orders.
How to use it
- Filter high-risk or medium-risk orders.
- Inspect order details.
- Review fraud-related signals.
Main output
- Risk review table.
- Order risk details.
Users menu
Manage Users
Role: Manage team members for the current workspace or shop.
How to access
Top header > Menu SearchBar > type Manage Users > click Manage Users.
How to use it
- View current users.
- Add new users.
- Remove users where allowed.
Main output
- Team member list.
- User management actions.
Organization menus
Monitor activity
Role: Rank organization shops by unanswered email first response delay.
How to access
Top header > Menu SearchBar > type Monitor activity > click Monitor activity.
How to use it
- Review activity ranking across shops.
- Detect shops needing attention.
- Monitor response delay patterns.
Main output
- Organization activity ranking.
- Operational monitoring table.
Organization Statistics
Role: Analyze organization-wide support performance.
How to access
Top header > Menu SearchBar > type Organization Statistics > click Organization Statistics.
How to use it
- Apply date filters.
- Review organization KPIs.
- Analyze ticket and user performance.
Main output
- Organization dashboard.
- Per-user metrics.
- Ticket trend statistics.
Manage Shops and Users
Role: Manage shops and users inside an organization.
How to access
Top header > Menu SearchBar > type Manage Shops and Users > click Manage Shops and Users.
How to use it
- View organization shops.
- Manage which users belong to which shops.
- Maintain organization-level operational structure.
Main output
- Organization shop list.
- User assignment management.
Partner Referrals
Role: Track referral activity for the organization.
How to access
Top header > Menu SearchBar > type Partner Referrals > click Partner Referrals.
How to use it
- View the referral URL.
- Track referred shops.
- Monitor referral results.
Main output
- Referral tracking list.
- Referral URL.
Brand menu
Brand Statistics
Role: Analyze support performance at brand level.
How to access
Top header > Menu SearchBar > type Brand Statistics > click Brand Statistics.
How to use it
- Apply date filters.
- Review brand-wide KPIs.
- Compare ticket and user performance across the brand.
Main output
- Brand statistics dashboard.
- Ticket trend charts.
- User performance tables.
Statistics that can be generated
Ticket and support performance statistics
Available from
- Statistics Overview
- Brand Statistics
- Organization Statistics
- First Response Stats
Examples
- Ticket creation trends.
- Ticket closure trends.
- Support workload indicators.
- First response performance.
- User-level support metrics.
- Organization-level and brand-level comparisons.
Agent and automation statistics
Available from
- Agent Stats
- Strategic Analysis
- Auto-solve Configuration (configuration context, not a reporting dashboard)
Examples
- Executed action trends.
- AI-only versus human-involved conversation rates.
- AI intervention rates.
- Graph node usage rankings.
- Workflow usage patterns.
Customer and satisfaction statistics
Available from
- Customers Overview
- Customer Survey (CSAT)
Examples
- Customers created over time.
- Conversations per customer.
- Engagement indicators.
- Customer satisfaction survey results.
Tag and classification statistics
Available from
- Tag Statistics
Examples
- Tag distribution.
- Relative tag frequency.
- Ticket categorization trends.
Financial and risk-related operational statistics
Available from
- Refunds
- Chargebacks And Disputes Overview
- High Risk Orders
Examples
- Refund analysis.
- Dispute tracking.
- Chargeback monitoring.
- Fraud-risk order monitoring.
- Risk-related operational tables.
Monitoring and ranking statistics
Available from
- Monitor activity
- Strategic Analysis
Examples
- Shop activity ranking.
- Most used graph nodes.
- Operational priority signals.
Reports and exports that can be generated
Strategic Analysis reports
Available from Strategic Analysis.
- Node-specific report.
- Global strategic report.
- PDF export of generated reports.
Help Center export
Available from Help Center.
- JSON export of help center data.
SOP export
Available from Configure SOPs.
- JSON export of SOP variables and settings.
Refund-related export or sync
Available from Refunds.
- Refund-related operational exports depending on the sub-feature.
- Synchronization to Google Sheets.
- Refund category export where applicable.
Referral tracking output
Available from Partner Referrals.
- Referral URL and referred shop tracking list.
Practical navigation summary
To open any menu
- Go to the top header.
- Click Menu SearchBar.
- Type the menu name.
- Click the result.
To filter menus before clicking
- Click Menu SearchBar.
- Click a category chip such as Statistics, Configuration, Integrations, Users, Organization, or Brand.
- Then click the desired menu.
To find a specific ticket
- Go to the top right of the header.
- Click Search tickets...
- Choose Email, Order #, or Text.
- Enter at least a few characters.
- Click a result to open the ticket.
Recommended usage by objective
If the user wants to configure the platform
- Agent Actions
- Graph Editor
- Assignment Rules
- Spam Settings
- Configure Chatbot
- Auto Reply Template
- Invoice Config
- Auto-solve Configuration
If the user wants to connect channels or tools
- Email Integration
- Facebook Integration
- Whatsapp Integration
- Gorgias Integration
- Freshdesk Integration
- Re:amaze Integration
- Help Scout Integration
- Judge.me Integration
- Carrier Config
If the user wants analytics or monitoring
- Statistics Overview
- Agent Stats
- Tag Statistics
- First Response Stats
- Strategic Analysis
- Customers Overview
- Refunds
- Chargebacks And Disputes Overview
- High Risk Orders
- Customer Survey (CSAT)
- Monitor activity
- Organization Statistics
- Brand Statistics
If the user wants structured data exports or reusable operational content
- Help Center
- Configure SOPs
- Strategic Analysis
- Refunds
- Partner Referrals
Final note
For customer response signature customization, always direct the customer to Menu SearchBar > Agent Actions >write_response. That is the correct place to adjust the response instruction and signature behavior.