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Connie Features Mapped to Your Daily Jobs

Every feature exists to help you complete a specific job. Select your role to see how Connie helps you get your work done.

CBO Admin: Setting Up and Managing Your Organization​

🎯 Your Primary Jobs​

When I need to...So that I can...Connie helps with...Setup Time
Set up our accountBegin serving clients✅ Guided setup wizard
✅ Phone number provisioning
✅ Channel configuration		30 mins
Manage phone numbersDirect customers to us✅ Local number selection
✅ Number porting
✅ Call forwarding setup		15 mins
Configure channelsMeet clients where they are✅ Voice setup
✅ SMS enablement
✅ Email integration
✅ Fax configuration		20 mins/channel
Manage team accessEnsure security & efficiency✅ User provisioning
✅ Role assignment
✅ Permission management		5 mins/user
Track usage & costsStay within budget✅ Usage dashboards
✅ Cost reports
✅ Alert configuration		10 mins
Get supportResolve issues quickly✅ In-app help
✅ Documentation
✅ Connie Care Team access		Immediate

📋 Your Setup Checklist​

Week 1: Core Setup
  • Complete account signup (CBA-1)
  • Provision local phone number (CBA-Phone)
  • Set up voice channel
  • Configure voicemail to email
  • Add first team members
  • Test inbound calls
Week 2: Channel Expansion
  • Enable SMS on phone number
  • Set up email integration
  • Configure fax if needed
  • Set business hours
  • Create routing rules
Week 3: Team Onboarding
  • Add all staff accounts
  • Assign roles (Admin/Manager/Agent)
  • Configure skill groups
  • Set up queues
  • Schedule training

🛠️ Features You Control​

Feature CategoryWhat You Can DoRequired for Agents?
Account ManagementCreate users, set permissions, manage billing✅ Yes
Phone SystemAdd numbers, configure IVR, set up voicemail✅ Yes
Channel SetupEnable SMS, email, fax, web chat✅ Yes
Routing RulesDefine how calls/messages reach agents✅ Yes
Business HoursSet when you're open/closed✅ Yes
IntegrationsConnect CRM, email providersOptional
ReportingView analytics, export dataOptional

🎯 Quick Reference: Who Does What?​

TaskPlatform AdminCBO AdminCBO ManagerCBO Agent
Create CBO Account✅---
Add Phone Numbers✅✅--
Configure Channels✅✅--
Create Users✅✅View Only-
Assign Skills-✅✅-
Monitor Real-time✅View✅-
Handle Tasks--Emergency✅
Run Reports✅✅✅Own Stats
System Config✅---
Get SupportProvide✅✅✅

📚 Role-Specific Resources​

🎯 Find Your Next Step​

First time here? Start with your role tab above to understand what you can do.

Ready to implement? Check the setup checklists and feature guides for your role.

Need help? Every role has access to the Connie Care Team - find the support link in your dashboard.