
### **Unified Communications (UC) in GulliverCRM**

Unified Communications is an integrated system that combines all communication channels: Instagram, Telegram, Email, SMS, Calls, and more.

With UC, all correspondence, calls, and messages are automatically linked to customer profiles, deals, and interaction history. Now you'll always know who communicated with customers, when, and how.

### 🎯 Why UC Matters

- Reduced communication time: All channels accessible from one interface without switching between apps
- Increased productivity: Faster responses, seamless file sharing, and meeting coordination
- Enhanced customer service: Complete communication history enables prompt query resolution
- Flexibility and mobility: Access communications from any device, anywhere

### 🌟 UC Benefits

- Integrated communication formats: Unified voice and text functionality
- Transparent accountability
- Simplified collaboration
- Cost reduction: Less administration, fewer errors
- Full control over communications

### 🧠 Key Convenience Features

- All communications in one window with full context
- Instant switching from chat to call
- Easy access to communication history
- Time savings through centralized channels
- Complete communication tracking with customers
- Flexible channel selection
- No additional costs - new functionality included at no extra charge

### P.s. 🧩🏆

Learn more about Unified Communications in our [guide](/user-guide/uc/ "Guide")


Unified Communications 📞


In today's world, where effective integration between different systems is becoming a critical condition for success, APIs and webhooks take center stage. These technologies allow for the automation of data exchange between platforms, the synchronization of processes, and the creation of flexible solutions for business management. 📊🤖

**API (Application Programming Interface)** is a set of rules and protocols that allow applications to interact with each other. **Webhooks** are a mechanism that automatically sends data to external systems when certain events occur. Together, they form a powerful tool for integrating and automating business processes. 🚀

1. **Integration with External Systems**: API allows you to connect your CRM with other applications, such as ERP, marketing platforms, payment systems, and much more. This creates a unified workspace for all business processes. 🔄📂

2. **Process Automation**: Webhooks automatically send data to external systems when certain events occur, for example, when the status of a deal changes or a new task is created. This reduces the time spent on routine operations and lowers the probability of errors. ⏳✅

3. **Flexibility and Scalability**: The use of APIs and webhooks makes business processes more flexible and adaptable. You can easily add new features and integrations as your company grows. 📈🏢

4. **Improved Customer Experience**: Automating communications through APIs and webhooks allows for quick responses to customer actions, improving their interaction experience with the company and increasing loyalty. 💬❤️

5. **Transparency and Control**: APIs and webhooks provide transparency of processes, allowing you to track every action and its result. This makes business processes more manageable and predictable. 🔍📊

### P.s. 🧩🏆

Thus, APIs and webhooks are not just tools, but important elements of a modern business ecosystem that help companies be more efficient, flexible, and competitive. 🚀


API and Webhooks🚨


In today's world, where speed and accuracy in task execution are becoming critically important for business success, process automation plays a key role. 🌐💼 It not only allows you to reduce the time spent on routine operations but also to minimize human errors, increase process transparency, and improve interaction between employees. 📊🤖
Automation is especially relevant in online systems such as CRM, ERP, and others, where large volumes of data are processed daily. 📈💻 Many processes in companies are cyclical and repeat daily or monthly 🐣🐤🐥. Implementing automated processes allows you to focus on important tasks, leaving the routine to machines. 🎯

### Relevance of Automation in Online Systems 🚨

1. **Saving Time and Resources:**
   Automating routine operations such as creating tasks, sending notifications, or updating data frees employees from performing monotonous tasks. This allows them to focus on more important and creative aspects of their work. ⏳💡
2. **Reducing Errors:**
   The human factor is one of the main causes of errors in business. Automation minimizes the risk of errors related to data entry, calculations, or skipping important steps. ✅🛡️
3. **Improved Interaction Between Processes:**
   In systems where many entities (clients, deals, payments, tasks, etc.) are interconnected, automation helps to synchronize data and ensures its relevance. 🔄📂
4. **Increased Transparency and Control:**
   Automated processes allow you to track every stage of work, from creating a deal to completing a task. This makes business processes more transparent and manageable. 🔍📊
5. **Business Scalability:**
   As the company grows, the volume of tasks also increases. Automation allows for easy scaling of processes without the need for a proportional increase in staff. 📈🏢
6. **Improved Customer Experience:**
   Automating communications (e.g., sending payment reminders or notifications about new offers) helps maintain a high level of service and retain customers. 💬❤️

### Automation in "Gulliver CRM" 🎯

In "Gulliver CRM," automations are linked to key system entities such as groups, visits, deals, deal stages, invoices, payments, trial lessons, clients, tasks, etc. 🧩📌 This allows for the creation of flexible and powerful scenarios that adapt to your business needs.
A simple example:

- **Trigger:** New client visit.
- **Action:** Automatic task creation for the administrator.
- **Result:** The administrator promptly contacts the client, improving their experience and increasing loyalty. 🤝📅
  Such automations not only simplify work but also make it more predictable and manageable. 🎯📈

### Conclusion

Automation in online systems is not just a trend, but a necessity for any business that strives for efficiency and competitiveness. 💪🌟 In "Gulliver CRM," we have created tools that allow you to easily set up automations, saving time and resources, and also improving the quality of customer service. 🚀📊


Automation 🤖


Billing is a system for accounting for financial relationships with a client, including various types of financial documents. This seemingly whimsical set of terms and their interrelationships is absolutely necessary for your business's financial system to work stably and for the balance to always be reconcilable. The time spent understanding it is the best investment 😎. A schematic diagram of billing is shown in the figure below and includes:

- Payments
- Invoices - a accounting document confirming the provision of services and their cost
- Refunds - sometimes money will need to be returned
- Transfers - sometimes they ask to transfer the remaining balance to another client
- Write-offs
- Cash desks

### Balance 🔮

The billing system is very similar to the billing of mobile operators. At the center of the system is the client's **balance**. We top it up with payments, which can be made in various ways (through a bank, cash desk, ERIP, other payment systems). Then, funds are debited from the client's **balance** for various services: SMS, calls, internet. In the statement at the end of the month, we can find out how many calls and SMS we made and how much each service cost. Each service separately debits the required amount from the balance.

In our system, based on the programs the client is enrolled in, **invoices** are issued (accounts) and have an open status. Subsequently, if there are sufficient funds in the client's **balance**, funds are **debited** from the balance with the closing of the corresponding **invoices**, and the balance decreases by the amount of the closed invoices.

The billing project covers all possible options for financial interaction with the client, while remaining quite transparent and structured. No matter what happens, it is always possible to figure things out.

You can learn more about the structure and capabilities of billing in Gulliver CRM from the article [Billing](/blog/post/billing "Billing")

### P.s. 🧩🏆

> Billing is needed to account for financial relationships with clients; it is organized based on the formation of various interconnected financial documents.


Billing 💰


One of the most important modern business problems is the slow movement of working information within a company, the lack of information delivery to the necessary people in the company, or its loss or degradation 🤪. We call this the loss of the informational context of relationships with the client. A contrasting problem is access to excessive information for employees who should not possess this information 🥱.

We have attempted to solve these problems by creating **comments**. This is a rather powerful tool for storing, circulating, and delivering information within the company.

But you might say that comments exist in many places, and you would be right. The difference with our tool is that in our system, you can comment on everything... all entities that exist in the system 🎠. In our opinion, it is very important to understand what exactly you are commenting on: price, lesson, client, or payment... This preserves a large amount of non-verbal information and speaks to the circumstances of its writing, etc.

![Example of a comment](/assets/images/features/chats/chats_1.png "Example of an invoice with a comment in Gulliver CRM")

If an entity (e.g., payment, refund, price, group, etc.) is commented on, a special comment icon 💬 is displayed on it.

If the information requires a future decision, it must be added as a task; these are displayed with a special task icon. For example: The client is still thinking, it is necessary to call back at the end of the week. Below is an example of how a task is displayed, which means the information requires your decision.

![Example of a resolved comment](/assets/images/guides/tasks/tasks_3.png "Example of a resolved comment in Gulliver CRM")

This achieves the effect of timely information arrival. Employees easily distinguish between comments requiring their attention now and simply information that can be viewed later.

If you see a comment, it means the information is for you, that's for sure. The system, based on your access rights, automatically understands what to display to you. If you see a comment with a dot, you should try to resolve the problem described in it.

All comments that were not added by you are by default unread for you and are displayed in a different color.

If you have a large organization with several branches. To get acquainted with the current information, it is not possible to go into every group and view other entities. For these purposes, a separate tool called **comments** has been created, shown in the figure below.

![Comments section](/assets/images/features/chats/chats_3.png "Comments section in Gulliver CRM")

This is a hub of current information that, based on your access rights, collects all comments from the entire system that require your decision or that you have not yet viewed. Thus, with a proper degree of self-organization, not a single line of text will pass you by in the company.

### P.s. 🧩🏆

> Comments are needed for storing and transferring current information within the company.


Comments 💬


If your company is growing 📈, that's wonderful, we're only happy about that. But with growth comes the need to delegate responsibilities to new employees. In small organizations, there is no need to segment access; everyone does everything and everyone knows everything. As the company grows, it becomes necessary to restrict employees from information they don't need. Furthermore, if you have a multi-branch network, the same employee in different branches can perform different functions, roles, or even positions. This makes it necessary to approach the formation of access rights to application sections extremely flexibly.

![Granting Access](/assets/images/features/abilities/abilities_1.png "Granting Access")

If circumstances change, you can easily remove access rights completely or partially. Moreover, if you need to, you can regulate access rights at the level of each group, list, or project. By going into the employee's profile, you can see all the access rights that have been delegated to them 👨🏫.

### Example 🤦‍♂️

An employee should have the ability to receive information about the groups they work with in one branch. At the same time, this same employee can act as an administrator in another branch. Therefore, in the first branch, they act as a teacher (trainer) who only has access to the current information of the branch and only to the groups they lead. In the second branch, as an administrator, they have additional access to financial information, etc. **Configurable permissions** allow you to create a mosaic picture of access rights to various entities in the system. For more details, see the [guide on teams and permissions](/user-guide/teams/ "Gulliver CRM -> Teams and Permissions").

### P.s. 🧩🏆

> Configurable access rights are necessary to implement a mosaic system of individual rights for each employee.


Permissions 📌


Sales funnels are a key tool for managing the sales process and analyzing the effectiveness of working with clients. Our system allows you to create and configure sales funnels that help visualize deal stages, track their progress, and optimize processes.

### Key Features:

1. Creating Funnels: You can create funnels with customizable stages that correspond to your business process.
2. Managing Deals: Add deals to the funnel, move them between stages, and track their status.
3. Deal Sources: Specify deal sources to analyze the effectiveness of client acquisition channels.
4. Reasons for Failure: Configure reasons for deal failure to analyze why deals don't reach completion.
5. Integration with Automations: Set up automatic actions (e.g., notifications or tasks) when deals move between stages.
6. Customizable Properties: Add custom fields to the deal card to adapt the system to your unique business processes.

### P.s. 🧩🏆

> Sales funnels in the system help increase process transparency, improve control over deals, and increase conversion, distribute and control responsibility for deal stages among employees.


Sales Funnels 🌪️


One of the main reasons for using **integrations** 🧩 is the ability to automate routine tasks and expand the application's functionality. Thanks to integrations, different applications can exchange data with each other, which eliminates the need for manual data entry and reduces the likelihood of errors 😎.

Integrations help improve interaction with clients and enhance the level of service. For example, integrating a CRM system with a **telephony system** allows automatic display of client information during a call, which helps employees be more informed and provide higher quality service. Also, integrations with **social media** allow you to monitor client feedback and respond to it promptly.

Financial integrations (**acquiring**) help various financial services communicate with each other and reconcile payments, invoices, etc., without human intervention. Most of the work will be taken over by automation services.

Integration with **SMS services** is used for marketing campaigns, sending special offers, codes and news, appointment or meeting reminders, obtaining information about order status, collecting feedback, etc.

We are gradually adding new integrations to our application. Currently available:

- [Integration with ERIP (Express-pay)](/user-guide/express-pay/ "Integration with ERIP (Express-pay)")
- [Integration with SMS sending service (RocketSMS)](/user-guide/rocket-sms/ "Integration with SMS sending service (RocketSMS)")
- [Integration with telephony (MTS-VATS)](/user-guide/mts-vts/ "Integration with telephony (Express-pay)")
- [Integration with email (Yandex Mail)](/user-guide/yandex-mail/ "Integration with email (Yandex Mail)")
- [Integration with Tilda](/user-guide/tilda/ "Integration with Tilda")

You can manage integrations in the special settings section of the application.
In Gulliver CRM, go to system settings in the **Application** -> **Integrations** -> **Add Integration** section.
![Adding Integrations](/assets/images/guides/integrations/integration_1.jpg "Adding Integrations in Gulliver CRM")
Each integration requires different data for configuration, so it is necessary to strictly follow the instructions. All instructions are described in the [user guide](/user-guide/ "User Guide").

### P.s. 🧩🏆

> If you urgently need any integration, we can implement it.


Integrations 🧩


The Journal is the cornerstone of our system 🌞. Its creation required rethinking group accounting. For people involved in management, it is very important to receive information in a timely manner. The Journal allows you to quickly see the state of affairs in a group, which is achieved through **color visualization** 🌈.

### What information it contains:

- Information about visits (we can count the lessons attended by clients, as well as the average attendance of lessons)
- Information about the employees who conducted the lesson (we can easily calculate the workload of employees, and hourly payment for employees based on their lesson attendance is very convenient. It is fair to pay more to those who have more clients in their group. After all, groups with many clients are more difficult to manage, but you, as the owner, also get more profit from a filled group)
- Information about the clients in this group (personal, financial, etc.)
- Information about the group itself (name, program, average age of participants, average attendance, etc.)
- Access rights. Group-level access rights solve many problems of information segmentation as the company grows (not everyone should know all the information in the company). A system user (and there can be many employees and branches in the company) should only see the information they need to have.
- Visit history, the group stores all previous periods.
- It is a hub for related information (you can link comments to any entity: cells, clients, lessons, etc.)

### What it allows you to do:

- Conveniently and quickly create a group;
- Conveniently and quickly enter data, changes, and modifications;
- Conveniently add, delete, and transfer clients;
- Ability to comment on everything;
- Perform all client operations without leaving the journal (payments, invoices, transfers);
- and more;

### P.s. 🧩🏆

You can learn more about the journal in the article [Group as the Center of the System](/blog/post/group-as-center "Group as the Center of the System").

> The Journal is needed for operational group management based on information about visits, teachers, clients, etc.


Journal 📚


The main problem that lists solve is client segmentation 👨👩👦, which means selecting certain groups from all clients (new ones, older than 10 years, who attended a certain branch, etc.). The criteria by which you can segment depend on your imagination and goals.

![Lists in Gulliver CRM](/assets/images/features/lists/lists_4.png "Lists in Gulliver CRM")

Lists work great together with [automation](/features/automations "Gulliver CRM -> Automations") 🤖.

If you have created a **brilliant** list, you can save it as a [template](/features/templates "Gulliver CRM -> Templates")🔭 to use it again next year or in another branch. The main properties of lists are segmentation, automation, filtering, import, export, and immutability.

Learn more about lists in our blog article [Lists or why segment clients](/features/templates "Lists or why segment clients").

### P.s. 🧩🏆

> Lists are needed for flexible client segmentation by various criteria with rich capabilities for automation, filtering, sorting, and export.


Lists 💻


One of the key functions of automation systems is planning and managing events in the company. For this, a tool like the **schedule** 📆 is used. Effective use of the schedule in CRM systems can bring many benefits.

**Firstly**, using the schedule allows you to **optimize the process of loading premises**. This allows for more efficient use of working time and increased productivity.

**Secondly**, employees have **access to complete information**. This allows for providing personalized and high-quality service, taking into account the individual needs of each client. In addition, using the schedule allows for notifying clients about upcoming events, which helps increase satisfaction levels.

**Thirdly**, using the schedule helps **improve communication and coordination** within the company. The CRM system allows employees to see the work schedule of other colleagues, share information about clients, and discuss tasks in real-time. This contributes to more effective teamwork and improved internal communication.

**Using the schedule** in CRM systems helps **increase transparency and control** over processes. This allows for quickly identifying problem areas and taking measures to improve them.

You can learn more about the structure and capabilities of billing in Gulliver CRM from the article [Schedule](/blog/post/schedule "Schedule in Gulliver CRM").

### P.s. 🧩🏆

> Effective 😵 use of the schedule allows you to optimize the process of planning classes, improve the quality of service, increase communication and coordination within the company, and also increase transparency and control over the work process.


Schedule 📆


If you need to inform your client, send a message (SMS, email, Viber message, etc.), but if you need to inform 100 people, we use [**Mailings💌**](/user-guide/sendings "Mailings, article").

Mailings play an important role in modern business and marketing, providing companies with an effective way to inform clients about their products and services.

To carry out mailings, integration of the application with third-party services is necessary: [SMS service](/user-guide/rocket-sms "SMS service integration") and/or [email](/user-guide/yandex-mail "Email service integration").

### What they allow you to do:

- Easily select audiences for mailings;
- Use pre-prepared messages;
- Simplify communication with clients;
- Quickly and effectively deliver information about your promotions, new products, or special offers to clients, remind forgetful clients about classes;
- and more;

### P.s. 🧩🏆

> Mailings allow companies to quickly and effectively reach their audience, maintain constant interaction with clients, and increase the effectiveness of their marketing campaigns. Using mailings contributes to increased sales, brand strengthening, and higher client satisfaction levels.


Mailings 💌


If you need to do something and not forget about it, then [**add tasks ☑️**](/user-guide/tasks "Tasks, article"). You will be able to track the acceptance and execution of the task. You can assign an **executor and a deadline** to a task. This way you won't forget anything. Tasks are added in the same way as comments and are linked to all system entities 😎, preserving the context of setting the task.

To display all your tasks, we use our own functional Kanban board 🎯 with the ability to sort tasks, as well as full-text search 👌. Such boards are an **effective tool for task management**🧐, providing transparency and structure to work processes. They allow businesses to easily track the current status of tasks, optimize workflows, and improve team efficiency.

### What it allows you to do:

- Conveniently and quickly create tasks;
- Visualize the entire workload;
- Improve communication within the team;
- Ensure transparency and structure of processes;
- Distribute tasks among team members;
- and more;

### P.s. 🧩🏆

> Tasks are needed to visualize the entire workload and distribute tasks among team members. This helps managers and team members better understand which tasks are in progress, which are already completed, and also identify possible problems or delays.


Tasks 🎯


Templates are a structure or framework upon which new documents can be created. Currently, **Templates** work with SMS email lists. All templates are marked with the tag **Templates**.

If you have created a list or SMS with its own structure of custom columns 💎, you can save it as a template to use in the future 🚀. No longer needed or need to change the content - no problem.

### P.s. 🧩🏆

> Saves the document structure for future use, reduces administrator errors and time.


Templates 🔭


A very cool tool for storing, sharing, and publishing information 📚. It solves the problem of obvious things. It solves the problem of storing and reproducing internal information.

In the process of work, every company accumulates positive experience 🥼🤯 that is worth preserving and disseminating within the company among employees. [Comments](/features/chats "Gulliver CRM -> Comments") are an excellent tool, but they are short, and what if I want to write corporate rules, instructions with images, or a whole project? The ideal automation solution that solves this problem has, of course, already been created, since the task in this case does not have business specifics. We didn't reinvent the wheel and just wrote our own version of a corporate wiki.

![Wiki](/assets/images/features/wiki/wiki_1.png "Example of a wiki in Gulliver CRM")

Wiki is a tool that can significantly improve collaboration within a company. It allows employees to quickly and easily exchange information, ideas, and knowledge, which can significantly increase work efficiency and reduce the time spent on tasks ⏳.

The wiki is divided into projects 🗂, which you can create yourself. Each project contains pages filled with information 🎥🎨📃. You can share projects with your employees for collaborative work. Different access rights options allow you to grant editing rights or only read access.

### Real-life example 🤦‍♂️

For example, in this way, a company can solve the problem of **obvious things**. This is a very common problem; it seems to you that some actions are obvious in a given situation, but to a new employee, this is not obvious. Therefore, you can immediately confidently create such a project where you can empirically enter descriptions of problems that young employees face. And introduce everyone who registers in your system to this project.

Technically, the wiki is a powerful text web editor with rich functionality that allows you to embed images, tables, videos, etc. We are constantly developing it, and we hope that you will find it useful and like it.

### P.s. 🧩🏆

> The wiki is needed for creating, storing, and managing access to long-term and voluminous meta-information of any complexity, as well as building internal corporate projects.


Unified Communications 📞

Unified Communications (UC) in GulliverCRM

🎯 Why UC Matters

🌟 UC Benefits

🧠 Key Convenience Features

P.s. 🧩🏆

Still have questions?