Agent Guide
Turn assigned enquiries into customer conversations, qualified opportunities and booked appointments.
In the CRM: Agent account → Dashboard and assigned work
Give every enquiry a clear next step
An agent is a person on your team who works with customers. Mango9 brings their assigned leads, customer records, conversations and appointments into one workspace, so they can see who needs attention and what should happen next.
For example, an advertising campaign brings in a homeowner asking about a renovation. The agent checks the request, calls or texts the customer, records the project details and arranges a consultation. If your business sells opportunities, the campaign can route the lead or call to the buyer prepared to handle it.
Prepare the business, then the team
Pro includes unlimited agents and five buyers. Max includes unlimited agents and unlimited buyers. A human agent account and an AI agent are different: one gives a team member access to work; the other is a configured assistant for customer conversations.
- Activate the business’s paid Mango9 plan and connect Telnyx as its carrier. Telnyx provides the phone-number, calling and messaging services.
- Buy the business numbers, set up their destinations and create extensions for the users and buyers who will handle calls.
- Add your staff as agents and the businesses receiving purchased opportunities as buyers. Assign the campaigns, records and features they need.
- Have each person sign into their own Mango9 account and check their assigned extension. Install the Windows or iPhone app, or use the configured browser calling tools.
- Prepare the SMS templates, booking calendar and follow-up workflows your team will use. Configure AI agents with the business information, numbers and booking tools for their job.
Work through the day
| Start here | What it helps you do |
|---|---|
| Dashboard | See owned and shared leads, clients and appointments before choosing the next task. |
| My Campaigns | Review opportunities delivered through the campaigns assigned to you. |
| My Leads | Find a received lead, check its status and open the full customer record. |
| My Appointments | Prepare for booked conversations and open their date in Calendar. |
| Conversations | Continue the customer’s text, social or website chat and see the context. |
| Calendar | Check the appointment details and coordinate the next conversation. |
Keep the conversation connected
Use the customer’s record and conversation history before replying. A customer who already explained their project in a website chat should not have to start again when the team calls. Record the outcome and the agreed next action so another teammate can continue smoothly.
Use SMS templates for repeatable wording such as a consultation reminder or quote follow-up, then check the customer’s name, time and other details before sending. Your connected business number gives customers a consistent way to reply.
Use AI to support marketing follow-up
For a home-services campaign, a configured AI agent can discuss the enquiry, collect useful project details and offer an appointment through its connected booking tools. Staff can then focus on the consultation and sale.
For an after-hours campaign, the AI agent can handle the configured call or SMS conversation using the business’s purchased numbers. A prepared workflow can connect the outcome to the contact, booking and follow-up message.
For a lead-selling business, staff can qualify enquiries before the configured campaign delivers them to buyers. Call campaigns, buyer receiving controls and billing records help the owner follow that commercial activity.