CRM defaults
The Bot Settings → CRM defaults section contains bot-level settings for CRM functions. Here you define how the team works with this bot’s chats: who sees whose chats, which tags are available for labe
The Bot Settings → CRM defaults section contains bot-level settings for
CRM functions. Here you define how the team works with this bot’s chats: who sees whose chats, which tags are available for labeling leads, and which filters are preconfigured the same way for all operators. This is not about the bot itself as a product (name, AI, steps), but about the team that works on this bot.CRM defaults are applied automatically as soon as a lead enters the funnel: the lead receives the default sale status, may receive a tag according to a rule from Assign Manager — chat distribution, and is visible to the operators who should see it according to the configured mode. The alternative is to set all this manually in every flow and every step; it quickly turns into support hell. Bot-level Defaults are the source of truth that keeps the team in sync.When to use this section
A team of 5 operators, and everyone can see everyone else’s chats — set
Assign Manager to “own chats only.” Leads need to be labeled (VIP, new, problematic, GEO, source, language) — create tags. You often filter leads by “with a deposit in the last month” or “no activity for > 7 days” — save this as a Custom Filter available to the whole team. Distribution: leads are distributed evenly among managers — configure an Operator step with probability + Assign Manager. A manager left the company and others need to take over their chats — review Assign Manager and Custom Filters.What’s inside
—Assign Manager— the mode for distributing chats among operators and controlling dialog visibility:
Show only assigned chat (the operator sees only their assigned chats), Show assigned + unassigned (their own + chats not assigned yet — available to take), Show all (all bot chats — for an admin / team lead). Changes the UX in “Messenger” Messenger— The operator does not see anyone else’s chats, and there is no competition for a chat.—Tags— a tag catalog for labeling leads. Flexible segmentation (multiple tags at the same time), unlike
Sale Status (only one at a time). Created and used in Change tag — add or remove a tag(automatically in the funnel) and manually from the client card in Messenger.—Custom Filters— saved filters with complex conditions (sale status + date + tag +
Custom Field), available to the whole team. The canonical section for creating them. Filters are used in Users(audience selection for a broadcast), Messenger(real-time chat filtering), Mailings(as a segment for sending).Where to start
Depends on the type of team:
The team is new, this is the first setup — Assign Manager — chat distribution(choose a distribution mode, most often “own + unassigned” — a balance between responsibility and mutual support).
You want to label leads (VIP, problematic, dormant, GEO, source) — Tags — tags for segmentation(create a catalog of 10-20 tags, then apply them automatically via Change Tag in the funnel).
You often look for leads by complex criteria (status + date + tag) — Custom Filters — saved segments(save a preset and share it with the team).
You need to distribute the new flow evenly among 3-5 operators — Operator — assigning an operatorwith probability (this is in the flow, but it is related).
The team is growing fast, and a new operator has just been added — review
Custom Filters and make sure the new operator has sufficient visibility permissions in Assign Manager.Frequently asked questions
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