Config

Configuration (Config) is the control panel for how your branch runs. Settings you make here ripple out to the rest of the CRM: the date and number formats every screen uses, the taxes and payment methods that appear on invoices, the languages your staff and customers see, the messaging gateways that deliver notifications, and the rules that drive the support desk. Set these once when you onboard a branch, then revisit them as your business changes.

Config is organised into a left-hand sidebar of grouped sections. Only the sections and pages your role can reach appear , a setting you do not have permission for is hidden, not greyed out.

Where to find it: Sidebar → Config.

Operator guide

Configuration (Config) is the control panel for how your branch runs. Settings you make here ripple out to the rest of the CRM: the date and number formats every screen uses, the taxes and payment methods that appear on invoices, the languages your staff and customers see, the messaging gateways that deliver notifications, and the rules that drive the support desk. Set these once when you onboard a branch, then revisit them as your business changes.

Config is organised into a left-hand sidebar of grouped sections. Only the sections and pages your role can reach appear , a setting you do not have permission for is hidden, not greyed out.

Where to find it: Sidebar → Config.

The Config sidebar at a glance

The sidebar groups every settings page under a section heading. As shipped today the live sections, top to bottom, are:

Section	What lives here
General Setting	Configuration Setting (formats, working hours, PDF templates), Global/Branch Settings, Departments, Teams
Localization	Countries, State / Province, Location Levels, Languages
Integration	Providers (gateways), Messaging Profiles, Notification Events, Internal Notifications, Expiry Reminders
Billing	Taxes & Tax Groups, Payment Mode, Payment Method, Payment Accounts
Networking	IP Network Category, IP Host Category
Templates	Template library (email / SMS / WhatsApp / PDF)
Support and Ticket System	Support Module, Business Hours, Ticket Types, Ticket Statuses, Ticket Priorities, SLA Policies, Channels, Canned Replies, Bot Flows
Customer	Customer Category

Integration and Payment settings are covered in Integrations, payments & taxes. Support-desk, Leads, and Scheduling settings are covered in Support, leads & scheduling settings. This page covers the General Setting, Localization, Networking, Templates, and Customer sections.

Find a setting with the search bar

Config has a search bar across the top. Type any part of a setting's name , "decimal", "grace", "invoice prefix", "tax", "SLA" , and it lists matching settings across every Config page you have access to. Clicking a result opens the right page and scrolls straight to the exact field, highlighting it. Use it instead of hunting through the sidebar when you know what you want to change but not where it lives.

Search only ever shows settings your role can reach, so two staff members may see different results for the same term.

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General Setting

Configuration Setting

The Configuration Setting page defines how dates, times, numbers, and money are displayed and named throughout the CRM, plus which PDF templates generate your documents. Whatever you set here, the whole interface follows.

Where to find it: Sidebar → Config → General Setting → Config Setting.

Date & time

Field	What it does	Notes
Date format	The date display format used everywhere (e.g. DD/MM/YYYY).	Default is Day/Month/Year.
Duration format	How session duration and uptime are shown.	This is elapsed time, not a clock time , used for RADIUS session length and uptime.
Time format	12-hour or 24-hour clock.
Timezone	The branch timezone.	Drives every date/time display; timestamps are stored in UTC and converted to this zone.
Show seconds	When on, times include seconds.

Number formatting

Field	What it does	Notes
Decimal places	How many decimals numeric and money values show.
Decimal separator	The character used for the decimal point (period or comma).
Thousands separator	The character grouping thousands (comma or period).

Working hours

Field	What it does	Notes
Week starts on	First day of the week for calendars.	Default is Monday.
Work starts	Start of the business day.
Work ends	End of the business day.
Weekend days	Which days count as the weekend.	Default is Saturday and Sunday; change to suit your country.

Finance formatting

Field	What it does	Notes
Currency position	Whether the currency symbol sits before or after the amount.
Tax label	The word used for tax across the system (e.g. VAT, GST, Tax).
Finance rule	The money-rounding rule.	Round each item rounds every line before summing; Round total sums first, then rounds the final amount. Pick the one your accounting requires.

PDF file naming

Field	What it does	Notes
Invoice prefix	Prefix on downloaded invoice file names.
Receipt prefix	Prefix on downloaded payment-receipt file names.
Quote prefix	Prefix on downloaded quote file names.

PDF templates

Pick which template design produces each document type. Templates themselves are built in the Templates library.

Field	What it does
Invoice	Template used to generate invoice PDFs.
Customer Quote	Template used for customer quotes.
Lead Quote	Template used for quotes sent to leads.
Payment receipt	Template used for payment-receipt PDFs.

The Global / Branch Settings page (grace periods, invoice due dates, A/R rules, scheduled jobs, business hours, support routing) is a large screen of its own and is documented separately , see the Branch Settings are managed from Administration → Branch Settings. That page controls operational policies such as invoice defaults, service expiry, customer self-service, scheduled jobs, and the captive portal.

Departments

Departments separate your operation into functional groups , technical, finance, sales, support , so roles and permissions can be scoped to the people who need them. They are also used to route support tickets and organise teams.

Where to find it: Sidebar → Config → General Setting → Departments.

Add a department

1. Click Add.

2. Fill in the fields below and save.

Field	What it does	Notes
Title	The department's display name.
Description	A short description of what the department does.
Code	A short machine-friendly code used by routing rules.	Lowercase, no spaces. Leave blank to auto-generate from the title.
Display Order	Controls sort position in lists.	Smaller numbers sort higher.
Active	Whether the department is available.	Inactive departments are hidden from new tickets but kept on existing ones for audit.

Teams

Teams group staff members under a department, with a nominated team lead. Support tickets are routed to a department and then a team, and the assignee must be a member of that team.

Where to find it: Sidebar → Config → General Setting → Teams.

Create a team , the form has two tabs.

Basic Info tab

Field	What it does	Notes
Team Name	The team's display name.
Department	The department this team belongs to.
Team Lead	The staff member who leads the team.	Choose members first, then assign the lead.
Description	Optional notes about the team.
Status	Whether the team is active.

Members tab

Search for staff and add them as members. The team lead carries a Lead badge. You must add members before you can assign a lead.

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Localization

The Localization section lets you tailor the CRM to the countries, regions, and languages your branch works in. Not every staff member reads English, so multi-language support means anyone can use the system comfortably.

Countries

A ready-made list of countries used when creating branches and addresses. Almost every country is already listed; add any that are missing.

Where to find it: Sidebar → Config → Localization → Countries.

Add a country

1. Click Add.

2. Enter the fields and save.

Field	What it does	Notes
Name	The country's official name.
Code	The ISO country code (e.g. US, GB, ZA).

Only countries you added yourself can be edited or deleted; the built-in list is fixed.

State / Province

States or provinces belong to a country. Add, edit, or search them, and filter by country to check whether one already exists.

Where to find it: Sidebar → Config → Localization → State / Province.

Choose a country first , the state filter and list stay disabled until you do. To add one:

Field	What it does	Notes
Country	The country this state belongs to.	Required.
Name	The state or province name.
Code	A short code identifying the state.

Location Levels

Location Levels build the hierarchical geography your network is organised by , Country → Province → City → Area → Subarea → Subscriber , and let you draw the real map boundary of each service area.

Where to find it: Sidebar → Config → Localization → Location Levels.

The page shows the location tree with expand/collapse controls. For each entry you can edit it, delete it (if it is not in use), and set its map boundary.

Add a location

Field	What it does
Location Name	The name of this specific location.
Parent	The location one level up in the hierarchy.

Set a map boundary opens a modal with three tabs:

• Search , type a city, colony, block, or area name and pick a match to preview it. Results are either an exact boundary or an approximate point.

• Draw , use the polygon tool on the map to trace the real service area by hand.

• Import , upload a boundary file in GeoJSON or KML format.

The modal warns you if a boundary overlaps another location at the same level before you save.

Languages

Enable the languages your branch uses. English is the default. Enabled languages become available for staff and for the multilingual name fields elsewhere in Config (customer categories, templates, and so on).

Where to find it: Sidebar → Config → Localization → Languages.

For each language you can:

• Enable / disable it with the toggle.

• Set as default , the language new sessions start in. Only an enabled language can be made default.

Filter the list by enabled state or default, and search by name to find a language quickly.

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Networking

The Networking section defines the categories you tag IP networks and hosts with, so IPs can be grouped by purpose and reused consistently across router management.

IP Network Category

A category for grouping IP networks (used later in the Router IPv4 section).

Where to find it: Sidebar → Config → Networking → IP Network Category.

Add a category

Field	What it does	Notes
Name	The category name.	Supports translations per enabled language.
Enable	Whether the category is available for use.

Categories can be edited, disabled, or deleted here.

IP Host Category

A category for grouping hosts , for example Router, Server, or Workstation , each with its own icon and colour so it is easy to spot at a glance.

Where to find it: Sidebar → Config → Networking → IP Host Category.

Add a category

Field	What it does	Notes
Name	The host category name (e.g. Router, Server).	Supports translations per enabled language.
Icon	The icon shown for hosts in this category.
Color	The background colour used to identify the category.
Enable	Whether the category is available for use.

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Templates

The Templates library holds the reusable message and document templates the CRM sends and generates , emails, SMS, WhatsApp messages, and PDFs. Each template can carry a translation per enabled language, and its body can include placeholders (such as customer name or invoice date) that are filled in with real values when the message is sent or the document is produced.

Where to find it: Sidebar → Config → Templates → Templates.

The list shows each template's type, its titles and descriptions per language, and which languages it is translated into. Filter by language, and use the per-language actions to edit or delete a translation.

Create a template

Field	What it does	Notes
Type	What the template is for.	See the type list below.
Translation Title	The template's name/title in the chosen language.
Subject	The subject line for email templates.	Email only.
Description	A note describing the template's purpose.
Code	The template body/content used to generate the document or message.	Edited in a rich editor with placeholder insertion.

Template types available today

Customer Document, Lead Document, Invoice, Email, SMS, WhatsApp, Payment Receipt, Customer Quote, Lead Quote, Internal Notification, and Canned Reply.

Placeholders in templates. When editing a template body you can insert placeholders that resolve per template type , for example a customer's name or an invoice's date. The available placeholders depend on the template type. Preview the result before saving, and add a translation for each language you support so the message renders correctly for every recipient.

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Customer

Customer Category

Customer categories let you group customers into types (for example Residential, Business, VIP). A category is chosen when creating a customer, and its name can be translated per language , switching the admin panel's language shows the category name in that language, which is part of what makes the CRM multilingual.

Where to find it: Sidebar → Config → Customer → Customer Category.

The list shows each category's name, how many customers use it, and which languages it is translated into. Filter by language.

Add a category

Field	What it does	Notes
Name	The category name.	Add a translation per language via the translation actions; the default English entry cannot be deleted.

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Troubleshooting

• A setting I need is missing from the sidebar or search. Sidebar entries and search results are filtered by permission , if you cannot see a page, your role does not have access to it. Ask a branch Admin to grant the relevant permission.

• My date/time or number changes did not take effect everywhere. These are branch-wide display settings; open a fresh page (or refresh) so the interface re-reads them.

• A translated name shows in English instead of the local language. Confirm the language is enabled under Localization → Languages and that the item (category, template, etc.) actually has a translation added for that language , untranslated entries fall back to English.