# Management and process automation agents

<p class="lead">Use Instfy Agent's CRM, analytics and conversations in your daily routine, and see how to automate processes today with ERP Instfy.</p>

Beyond serving visitors, Instfy Agent has management features so you can track results and work opportunities. This page shows what exists today, how to fit it into your team's routine, what is on the roadmap and where to automate processes right now, using ERP Instfy.

!image[Kanban board of leads in the Instfy Agent CRM tab]

## Before you start

- Have an agent created and published (see [Create and publish your agent](#/ai-setup)).
- Confirm your access level in the Studio: editing the CRM and knowledge requires a level with that permission, such as Owner, Administrator or Manager.

## What exists today

| Feature | Where it is | What it is for |
|---|---|---|
| Lead CRM | The agent's **CRM** tab | Organizing opportunities on a Kanban board or in a table |
| Analytics | The agent's **Analytics** tab | Measuring volume, automatic answers, leads and gaps |
| Conversations | The agent's **Conversations** tab | Reading each conversation and its source channel |
| Dashboard | **Dashboard** menu | Seeing the numbers for the whole organization |

## Work leads in the agent CRM

The agent CRM is a board with the default stages **New**, **Contacted**, **Qualified**, **Proposal**, **Won** and **Lost**. You can edit the stages for each agent.

**Menu path:** *Agents > (your agent) > CRM*

<ol class="steps">
<li>Open the agent and click the <strong>CRM</strong> tab.</li>
<li>Create a lead with <strong>Name</strong>, <strong>Email</strong>, <strong>Phone</strong>, <strong>Company</strong>, <strong>Value</strong>, <strong>Tags</strong> and <strong>Notes</strong>.</li>
<li>Drag the card between stages as the deal moves forward.</li>
<li>Use <strong>Enrich</strong> to fill in company, website and email type (business or personal) from the email domain.</li>
<li>Switch to the table view when you want to review many leads at once.</li>
</ol>

:::note
When the visitor shares their name and contact details in the conversation, that information is recorded in the history in the Conversations tab. To work the contact in the funnel, add the lead in the CRM tab. Leads can also be sent to the CRM through the API, from a form or a system of your own.
:::

## Track analytics

The **Analytics** tab shows: total conversations, automatic answer rate, knowledge gaps, leads captured, lead conversion, WhatsApp clicks, conversations per day, channels and most asked topics.

The organization **Dashboard** adds up all agents: conversations today and this month, leads, conversion, pipeline value, won value, win rate, active agents, lead funnel and most frequent questions.

## Suggested routine

| Frequency | What to do |
|---|---|
| Daily | Read new conversations and add contacts with buying intent to the CRM |
| Daily | Move leads on the board and record notes about the contact made |
| Weekly | Open **Knowledge gaps** and answer those questions in the knowledge base, with a Text or FAQ |
| Weekly | Review the **Most asked topics** and adjust the suggested questions in the Builder |
| Monthly | Compare conversion, pipeline and win rate on the Dashboard |
| Whenever the website changes | Click **Refresh** on URL sources to reindex the content |

:::tip
Every gap you answer is one less question for your team. Reviewing gaps weekly is the habit that improves the agent the most.
:::

## On the roadmap: Instfy Agent integrations

The Studio **Integrations** screen lists the planned connectors. All of them are **On the roadmap** and cannot be activated yet:

- **Email notification:** an alert for every new lead.
- **Slack:** lead alerts and handoff to a human agent.
- **Webhook:** a POST to a URL of yours when events occur.
- **Zapier / Make:** connection to third-party automations.
- **HubSpot:** lead and conversation sync.
- **Google Sheets:** export leads to a spreadsheet.
- **WhatsApp Business:** continue on WhatsApp a conversation started in the widget.
- **Ingestion API:** feed the knowledge base through tools such as n8n or Make.

## Automate processes today with ERP Instfy

If your goal is to automate operations, the path available today is **ERP Instfy**. Because it is an integrated system, the documents you record feed the other modules without retyping, such as sales and purchases flowing into finance and inventory.

The ERP also has connections to other tools in the settings area:

- **Slack Settings**: alerts about system events for the team in Slack.
- **Twilio Settings**: sending SMS messages.
- **Webhook Settings**: sending data to other systems when something happens in the ERP.
- **Email Notification Settings**: choosing which automatic emails the system sends.

See the step by step in [Integrations](#/integrations) and practical examples in [Process automation](#/automation).

## Frequently asked questions

### Does Instfy Agent take actions in other systems?

No. Today the agent replies with text and organizes leads in the Studio's own CRM. Integrations with webhooks, HubSpot, Slack, Zapier, Make, Google Sheets and WhatsApp Business are on the roadmap.

### Do contacts from conversations become leads automatically?

No. The contact details the visitor shares stay in the conversation history. To work them in the funnel, add the lead in the CRM tab or send it through the API.

### What is a knowledge gap?

It is a question the agent could not answer because the information is not in the knowledge base. It appears in the Analytics tab so you can complete the content.

### How do I automate company processes today?

Use ERP Instfy: it integrates the modules and has settings for Slack, Twilio, webhooks and automatic emails. See the Integrations and Process automation pages.

### Can I change the agent's funnel stages?

Yes. The default stages are New, Contacted, Qualified, Proposal, Won and Lost, and they can be edited for each agent.

## Next steps

Set up the ERP automations or go back to the AI overview.

:::related
integrations, automation, instfy-ai
:::