[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"site-settings":3,"docs-index":4,"doc:phone\u002Ffirmware-and-zero-touch":995},true,{"groups":5,"search":601},[6,10,26,30,103,116,162,178,218,291,301,485,531],{"slug":7,"title":8,"items":9},"menu-map","Menu map: every menu item and where it is explained",[],{"slug":11,"title":12,"items":13},"getting-started","Getting started",[14,17,20,23],{"slug":15,"title":16},"getting-started\u002Ffirst-login-and-setup","First login, setup wizard and product tour",{"slug":18,"title":19},"getting-started\u002Flayout-and-navigation","Layout and navigation",{"slug":21,"title":22},"getting-started\u002Fprofile-and-security","Your profile and account security",{"slug":24,"title":25},"getting-started\u002Fnotification-preferences","Notification preferences",{"slug":27,"title":28,"items":29},"accessibility","Accessibility statement",[],{"slug":31,"title":32,"items":33},"phone","PBX & Call Center",[34,37,40,43,46,49,52,55,58,61,64,67,70,73,76,79,82,85,88,91,94,97,100],{"slug":35,"title":36},"phone\u002Fphone-dashboard","Phone dashboard",{"slug":38,"title":39},"phone\u002Flive-calls","Live calls",{"slug":41,"title":42},"phone\u002Fcall-history","Call history",{"slug":44,"title":45},"phone\u002Fvoicemail","Voicemail",{"slug":47,"title":48},"phone\u002Fcall-back","Callbacks",{"slug":50,"title":51},"phone\u002Fswitchboard","Switchboard",{"slug":53,"title":54},"phone\u002Fqueues","Queues and queue wallboard",{"slug":56,"title":57},"phone\u002Fdialer-campaigns","Dialer campaigns",{"slug":59,"title":60},"phone\u002Fcall-insights","Call insights and live assist",{"slug":62,"title":63},"phone\u002Fsoftphone","Web softphone",{"slug":65,"title":66},"phone\u002Fbrowser-extension","Browser extension (click to dial)",{"slug":68,"title":69},"phone\u002Fextensions-and-call-groups","Extensions and call groups",{"slug":71,"title":72},"phone\u002Ftrunks-and-rate-decks","Trunks and rate decks",{"slug":74,"title":75},"phone\u002Froutes","Inbound and outbound routes",{"slug":77,"title":78},"phone\u002Fcall-flows-ivr-hours-audio","Call flows, IVR menus, office hours and audio library",{"slug":80,"title":81},"phone\u002Fai-receptionist","AI receptionist",{"slug":83,"title":84},"phone\u002Fphone-devices","Phone devices and IP phone guide",{"slug":86,"title":87},"phone\u002Fnumber-masking","Number masking",{"slug":89,"title":90},"phone\u002Fcall-tracking","Call tracking",{"slug":92,"title":93},"phone\u002Fadvanced-features","Advanced features",{"slug":95,"title":96},"phone\u002Fserver-import-whatsapp","Phone server, 3CX import and WhatsApp calling",{"slug":98,"title":99},"phone\u002Fauthorization-codes","Authorization codes",{"slug":101,"title":102},"phone\u002Ffirmware-and-zero-touch","Phone firmware, rollouts and phone vendors",{"slug":104,"title":105,"items":106},"home-and-reports","Home and reports",[107,110,113],{"slug":108,"title":109},"home-and-reports\u002Fdashboard","Dashboard and widgets",{"slug":111,"title":112},"home-and-reports\u002Fmedia","Media (files and folders)",{"slug":114,"title":115},"home-and-reports\u002Freports","Reports",{"slug":117,"title":118,"items":119},"administration","Administration",[120,123,126,129,132,135,138,141,144,147,150,153,156,159],{"slug":121,"title":122},"administration\u002Fdirectory-sync","Directory sync",{"slug":124,"title":125},"administration\u002Fai-knowledge-hub","AI knowledge hub",{"slug":127,"title":128},"administration\u002Forganizations-and-branches","Organizations and branches",{"slug":130,"title":131},"administration\u002Fteam-members-and-roles","Team members and roles",{"slug":133,"title":134},"administration\u002Fplan-and-billing","Plan and billing",{"slug":136,"title":137},"administration\u002Fworkspace-admins","Workspace admins",{"slug":139,"title":140},"administration\u002Fmodules-setup","Modules",{"slug":142,"title":143},"administration\u002Fsecurity-and-sso","Security and single sign-on",{"slug":145,"title":146},"administration\u002Fcustom-domain","Custom domain",{"slug":148,"title":149},"administration\u002Fai-settings","AI settings",{"slug":151,"title":152},"administration\u002Fstorage","Storage",{"slug":154,"title":155},"administration\u002Fdashboard-templates","Dashboards (templates)",{"slug":157,"title":158},"administration\u002Fregional-and-languages","Regional settings, currency and languages",{"slug":160,"title":161},"administration\u002Fdeveloper-api-privacy-audit","Developer API, privacy requests and audit",{"slug":163,"title":164,"items":165},"team-performance","Team performance",[166,169,172,175],{"slug":167,"title":168},"team-performance\u002Fworkforce","Workforce management (WFM)",{"slug":170,"title":171},"team-performance\u002Fquality","Quality (QA)",{"slug":173,"title":174},"team-performance\u002Fgamification","Gamification",{"slug":176,"title":177},"team-performance\u002Fscreen-recordings","Screen recordings",{"slug":179,"title":180,"items":181},"tasks-and-support","Tasks & support",[182,185,188,191,194,197,200,203,206,209,212,215],{"slug":183,"title":184},"tasks-and-support\u002Fmy-tasks","My tasks",{"slug":186,"title":187},"tasks-and-support\u002Ftickets","Tickets",{"slug":189,"title":190},"tasks-and-support\u002Fincidents","Incidents",{"slug":192,"title":193},"tasks-and-support\u002Fevents-calendar","Events and calendar",{"slug":195,"title":196},"tasks-and-support\u002Fticket-setup","Ticket setup",{"slug":198,"title":199},"tasks-and-support\u002Fticket-fields","Ticket fields",{"slug":201,"title":202},"tasks-and-support\u002Fcustomer-devices","Customer's devices and assets",{"slug":204,"title":205},"tasks-and-support\u002Fticket-macros","Ticket macros, split and working together",{"slug":207,"title":208},"tasks-and-support\u002Ffield-visits","Field visits",{"slug":210,"title":211},"tasks-and-support\u002Fpayment-links","Payment links",{"slug":213,"title":214},"tasks-and-support\u002Fassignment-routing","Assignment routing",{"slug":216,"title":217},"tasks-and-support\u002Fsla","SLA policies and reports",{"slug":219,"title":220,"items":221},"crm","CRM",[222,225,228,231,234,237,240,243,246,249,252,255,258,261,264,267,270,273,276,279,282,285,288],{"slug":223,"title":224},"crm\u002Fclients","Clients",{"slug":226,"title":227},"crm\u002Fclient-import","Client import",{"slug":229,"title":230},"crm\u002Fcustom-fields","Custom fields",{"slug":232,"title":233},"crm\u002Fsync-and-api","Sync connections and the Developer API",{"slug":235,"title":236},"crm\u002Fcompanies","Companies",{"slug":238,"title":239},"crm\u002Fleads","Leads",{"slug":241,"title":242},"crm\u002Fdeals","Deals",{"slug":244,"title":245},"crm\u002Fsequences","Sequences",{"slug":247,"title":248},"crm\u002Fquotes","Quotes and products",{"slug":250,"title":251},"crm\u002Fsales-targets","Sales targets",{"slug":253,"title":254},"crm\u002Fsales-commission","Sales commission",{"slug":256,"title":257},"crm\u002Fcontact-enrichment","Contact enrichment",{"slug":259,"title":260},"crm\u002Fzapier-and-make","Zapier and Make",{"slug":262,"title":263},"crm\u002Fsetup-general","CRM setup: General, Services and Call topics",{"slug":265,"title":266},"crm\u002Fworkflows","Workflows",{"slug":268,"title":269},"crm\u002Flead-scoring","Lead scoring",{"slug":271,"title":272},"crm\u002Fterritories","Territories",{"slug":274,"title":275},"crm\u002Frecord-sharing","Record sharing and field permissions",{"slug":277,"title":278},"crm\u002Fcalendar-and-booking","Calendar and booking links",{"slug":280,"title":281},"crm\u002Fprivacy-gdpr","Privacy and GDPR",{"slug":283,"title":284},"crm\u002Femail-sync","Email sync (Gmail and Outlook)",{"slug":286,"title":287},"crm\u002Fself-service","Customer self-service: public ticket page, web forms and CSAT",{"slug":289,"title":290},"crm\u002Fsearch-and-navigation","Search, favourites and finding menu items",{"slug":292,"title":293,"items":294},"contacts","Contacts (PhoneBook)",[295,298],{"slug":296,"title":297},"contacts\u002Fcontacts","Contacts",{"slug":299,"title":300},"contacts\u002Fcontact-import-and-duplicates","Importing, exporting and merging contacts",{"slug":302,"title":303,"items":304},"hr","HR (HRM)",[305,308,311,314,317,320,323,326,329,332,335,338,341,344,347,350,353,356,359,362,365,368,371,374,377,380,383,386,389,392,395,398,401,404,407,410,413,416,419,422,425,428,431,434,437,440,443,446,449,452,455,458,461,464,467,470,473,476,479,482],{"slug":306,"title":307},"hr\u002Fhrm-setup","HRM setup",{"slug":309,"title":310},"hr\u002Fshifts","Shifts and schedules",{"slug":312,"title":313},"hr\u002Fholidays","Holidays",{"slug":315,"title":316},"hr\u002Fleave","Leave",{"slug":318,"title":319},"hr\u002Femployees","Employees",{"slug":321,"title":322},"hr\u002Fpayroll-setup","Payroll setup",{"slug":324,"title":325},"hr\u002Fattendance","Attendance",{"slug":327,"title":328},"hr\u002Faccess-control","Access control: devices and punch logs",{"slug":330,"title":331},"hr\u002Fshift-change-requests","Shift change requests",{"slug":333,"title":334},"hr\u002Fpayroll-runs","Payroll runs and payslips",{"slug":336,"title":337},"hr\u002Fmarking-payments-paid","Marking payments paid",{"slug":339,"title":340},"hr\u002Fmulti-currency-payroll","Multi-currency and multi-country payroll",{"slug":342,"title":343},"hr\u002Fpayroll-corrections-and-accounting","Payroll corrections, payments and accounting",{"slug":345,"title":346},"hr\u002Fcompliance","Compliance",{"slug":348,"title":349},"hr\u002Fuae-and-saudi-arabia","Country packs: United Arab Emirates and Saudi Arabia",{"slug":351,"title":352},"hr\u002Fbangladesh","Country pack: Bangladesh",{"slug":354,"title":355},"hr\u002Findia","Country pack: India",{"slug":357,"title":358},"hr\u002Fsingapore","Country pack: Singapore",{"slug":360,"title":361},"hr\u002Fmalaysia","Country pack: Malaysia",{"slug":363,"title":364},"hr\u002Funited-kingdom","Country pack: United Kingdom",{"slug":366,"title":367},"hr\u002Fhiring","Hiring",{"slug":369,"title":370},"hr\u002Foffboarding-settlement","Final settlement, terminations and exit interviews",{"slug":372,"title":373},"hr\u002Fhiring-pipeline-and-sourcing","Hiring pipeline, sourcing and analytics",{"slug":375,"title":376},"hr\u002Fonboarding","Onboarding",{"slug":378,"title":379},"hr\u002Fprivacy","Privacy",{"slug":381,"title":382},"hr\u002Fai-in-hr","AI in HR: controls, decisions and fairness",{"slug":384,"title":385},"hr\u002Fhr-assistant","HR assistant",{"slug":387,"title":388},"hr\u002Fai-writing","AI writing help and wording checks",{"slug":390,"title":391},"hr\u002Fai-screening","AI screening and interview notes",{"slug":393,"title":394},"hr\u002Fai-analytics","People analytics with AI",{"slug":396,"title":397},"hr\u002Fai-documents-and-expense-checks","Reading documents and checking expenses with AI",{"slug":399,"title":400},"hr\u002Fself-service","Employee self-service",{"slug":402,"title":403},"hr\u002Forg-chart","Org chart, people directory, teams and locations",{"slug":405,"title":406},"hr\u002Femployment-changes","Employment changes, positions and probation",{"slug":408,"title":409},"hr\u002Fsalary-bands-and-raise-cycles","Salary bands and raise cycles",{"slug":411,"title":412},"hr\u002Fsuccession-and-9-box","Succession and the 9-box",{"slug":414,"title":415},"hr\u002Fdocuments-and-letters","Documents and letters",{"slug":417,"title":418},"hr\u002Fsignatures","Signatures",{"slug":420,"title":421},"hr\u002Fannouncements-and-policies","Announcements and policies",{"slug":423,"title":424},"hr\u002Frecognition-polls-events-and-feed","Recognition, polls, events and the company feed",{"slug":426,"title":427},"hr\u002Foffboarding","Offboarding",{"slug":429,"title":430},"hr\u002Ftimesheets","Timesheets",{"slug":432,"title":433},"hr\u002Fintegrations-and-api","Integrations and API",{"slug":435,"title":436},"hr\u002Femployee-sync","Employee sync and the employee API",{"slug":438,"title":439},"hr\u002Ftravel-and-advances","Travel, cash advances, mileage and company cards",{"slug":441,"title":442},"hr\u002Fexpenses","Expenses",{"slug":444,"title":445},"hr\u002Fcontractors","Contractors",{"slug":447,"title":448},"hr\u002Fbenefits","Benefits",{"slug":450,"title":451},"hr\u002Fface-verification","Face verification",{"slug":453,"title":454},"hr\u002Fapprovals","Approvals",{"slug":456,"title":457},"hr\u002Fforms","Forms and requests",{"slug":459,"title":460},"hr\u002Fautomations","Automations",{"slug":462,"title":463},"hr\u002Fperformance","Performance",{"slug":465,"title":466},"hr\u002Fengagement-surveys","Engagement surveys",{"slug":468,"title":469},"hr\u002Fgoals-feedback-and-development","Goals, feedback and development",{"slug":471,"title":472},"hr\u002Freports","HR reports",{"slug":474,"title":475},"hr\u002Freport-builder-and-dashboards","HR report builder and dashboards",{"slug":477,"title":478},"hr\u002Femployee-relations-and-safety","Employee relations, cases and workplace safety",{"slug":480,"title":481},"hr\u002Flanguages-and-local-formats","Languages and local formats",{"slug":483,"title":484},"hr\u002Fchat-apps","Slack, Teams and WhatsApp approvals",{"slug":486,"title":487,"items":488},"assets","Assets",[489,492,495,498,501,504,507,510,513,516,519,522,525,528],{"slug":490,"title":491},"assets\u002Fproducts-and-setup","Products and setup",{"slug":493,"title":494},"assets\u002Fassets","Assets and assignments",{"slug":496,"title":497},"assets\u002Finventory","Inventory",{"slug":499,"title":500},"assets\u002Fprocurement","Procurement",{"slug":502,"title":503},"assets\u002Ftransfers","Transfers",{"slug":505,"title":506},"assets\u002Fvendors","Vendors",{"slug":508,"title":509},"assets\u002Fmaintenance-audits-disposals","Maintenance, stock audits and disposals",{"slug":511,"title":512},"assets\u002Fself-service","My assets, requests and problems",{"slug":514,"title":515},"assets\u002Ftags-and-scanning","Tags, labels and scanning",{"slug":517,"title":518},"assets\u002Falerts-import-export","Alerts, import and export",{"slug":520,"title":521},"assets\u002Fdepreciation-and-costs","Depreciation, cost centers and total cost",{"slug":523,"title":524},"assets\u002Flicenses-contracts-bookings-kits","Licenses, contracts, bookings and kits",{"slug":526,"title":527},"assets\u002Fwork-orders-audits-reports-equipment","Work orders, scan audits, reports and customer equipment",{"slug":529,"title":530},"assets\u002Frfid-gps-discovery","RFID, GPS trackers and IT discovery",{"slug":532,"title":533,"items":534},"inbox-and-messages","9bx Connect",[535,538,541,544,547,550,553,556,559,562,565,568,571,574,577,580,583,586,589,592,595,598],{"slug":536,"title":537},"inbox-and-messages\u002Fchat-inbox","Chat inbox",{"slug":539,"title":540},"inbox-and-messages\u002Fteam-chat","Team chat",{"slug":542,"title":543},"inbox-and-messages\u002Flive-chat-board","Live chat board",{"slug":545,"title":546},"inbox-and-messages\u002Fmessage-log","Message log",{"slug":548,"title":549},"inbox-and-messages\u002Fbroadcasts","Broadcasts",{"slug":551,"title":552},"inbox-and-messages\u002Fmessaging-usage","Usage",{"slug":554,"title":555},"inbox-and-messages\u002Fstart-a-conversation","Start a chat or message from a record",{"slug":557,"title":558},"inbox-and-messages\u002Fchat-analytics","Chat analytics",{"slug":560,"title":561},"inbox-and-messages\u002Fchat-widgets","Widgets",{"slug":563,"title":564},"inbox-and-messages\u002Fchat-teams-and-agents","Teams and agents",{"slug":566,"title":567},"inbox-and-messages\u002Fchatbot","Chatbot",{"slug":569,"title":570},"inbox-and-messages\u002Fchat-knowledge-base","Knowledge base",{"slug":572,"title":573},"inbox-and-messages\u002Fchat-channels","Channels",{"slug":575,"title":576},"inbox-and-messages\u002Fchat-settings","Chat settings",{"slug":578,"title":579},"inbox-and-messages\u002Fmessaging-providers","Providers, sender IDs and routing",{"slug":581,"title":582},"inbox-and-messages\u002Fmessaging-templates-and-events","Events & templates and Quick templates",{"slug":584,"title":585},"inbox-and-messages\u002Fmessaging-opt-outs","Opt-outs, WhatsApp and Telegram",{"slug":587,"title":588},"inbox-and-messages\u002Fmessaging-automation","Messaging automation",{"slug":590,"title":591},"inbox-and-messages\u002Fmessaging-settings","Messaging settings",{"slug":593,"title":594},"inbox-and-messages\u002Fcustomer-widget","The customer-side widget",{"slug":596,"title":597},"inbox-and-messages\u002Fmessage-flows","Message flows",{"slug":599,"title":600},"inbox-and-messages\u002Fteam-chat-setup","Team chat: settings and integrations",[602,607,609,611,613,615,617,619,621,623,625,627,629,631,633,635,637,639,641,643,645,647,649,651,653,655,657,659,661,663,665,667,669,671,673,675,677,679,681,683,685,687,689,691,693,695,697,699,701,703,705,707,709,711,713,715,717,719,721,723,725,727,729,731,733,735,737,739,741,743,745,747,749,751,753,755,757,759,761,763,765,767,769,771,773,775,777,779,781,783,785,787,789,791,793,795,797,799,801,803,805,807,809,811,813,815,817,819,821,823,825,827,829,831,833,835,837,839,841,843,845,847,849,851,853,855,857,859,861,863,865,867,869,871,873,875,877,879,881,883,885,887,889,891,893,895,897,899,901,903,905,907,909,911,913,915,917,919,921,923,925,927,929,931,933,935,937,939,941,943,945,947,949,951,953,955,957,959,961,963,965,967,969,971,973,975,977,979,981,983,985,987,989,991,993],{"slug":603,"title":604,"group":605,"text":606},"","9bx User Guide","User guide","9bx User Guide Professional, task-based guides for everyday users and administrators of the 9bx web app. Contents - Menu map: every menu item - Getting started - Home & reports - Tasks & support - CRM - Contacts - 9bx Connect - PBX & Call Center - Team performance - HR (HRM) - Assets - Administration - Other sections Getting started Create your workspace, learn the layout and secure your account. Start with the Getting started overview. Topic Guide Sign up, sign in, setup wizard, checklist, tour First login, setup wizard and product tour Sidebar, Find in menu, Ctrl+K, favourites, switchers, dark mode Layout and navigation Password, two-factor, recovery codes Your profile and account security What reaches you, and how Notification preferences Every app, menu item and what it does Menu map Keyboard use, screen readers, contrast, known limitations Accessibility statement Click to dial from any web page Browser extension Home & reports Your daily starting point and every report in one place. Start with the Home and reports overview. Topic Guide Widgets, period, branch and scope Dashboard and widgets Shared files and folders Media Reports hub, scheduled reports, exports Reports Administration Run the organization: people, roles, branches, security, plan and billing. Start with the Administration overview. Topic Guide Add people, invites, roles and permissions Team members and roles Admins of the whole workspace, billing access Workspace admins Organizations, branches, legal entities, inheritance Organizations and branches Timezone, currency, languages Regional settings, currency and languages Two-factor policy, SSO Security and single sign-on Keep people in step with Google, Microsoft 365 or your identity provider Directory sync What the AI learns from: documents, pages, tickets AI knowledge hub Your own address and brand Custom domain Recordings and files, own server Storage 9bx AI or your own AI provider, keys, call analysis, minutes AI settings Who sees which home page Dashboards API keys, privacy requests, activity records Developer API, privacy and audit Plans, add-ons, payment methods, invoices, trial rules Plan and billing PBX & Call Center Take, make, route and monitor calls. Start with the Phone overview. Topic Guide Overview and reading order PBX & Call Center Health and activity at a glance Phone dashboard Who is on a call now Live calls All calls and recordings Call history Messages left for you Voicemail Missed callers to call back Call back Operator console Switchboard Waiting lines and wall board Queues and queue wallboard Outbound calling Dialer campaigns AI transcripts and live assist Call insights Phone in the browser Web softphone Click to dial Browser extension Lines and groups Extensions and call groups Provider connection and prices Trunks and rate decks Where calls go Inbound and outbound routes Menus, hours and audio Call flows, IVR menus, office hours, audio library Virtual receptionist AI receptionist Desk phones Phone devices and IP phone guide Source tracking Call tracking Private calls through a pool number Number masking Blocking, conferences, paging, hot desk, security Advanced features PINs before outside calls Authorization codes Firmware updates, zero-touch phone setup Phone firmware, rollouts and vendors Own server, 3CX import, WhatsApp Phone server, 3CX import, WhatsApp calling Team performance Plan staffing, score quality, motivate agents and review screens. Start with the Team performance overview. Topic Guide Forecasts, schedules, adherence Workforce (WFM) Scorecards, evaluations, calibration Quality (QA) Points, boards, badges, contests Gamification Consent-based screen capture Screen recordings Tasks & support Your to-dos, the help desk, outages and your calendar. Start with the Tasks & support overview. Topic Guide Follow-ups and reminders My tasks Help desk, replies, merge, saved views Tickets Macros, split a ticket, working together Ticket macros and split One outage, many tickets Incidents Technicians at the customer Field visits Ask customers to pay by link Payment links Who gets tickets and chats automatically Assignment routing Your meetings Events and calendar Teams, statuses, templates, email channel Ticket setup Response targets, SLA and CSAT reports SLA policies and reports CRM Clients, leads, deals, quotes and the automation around them. Start with the CRM overview. Topic Guide Customer records, timeline, AI summary Clients Businesses and everything linked to them Companies Bring clients in from a spreadsheet Client import Your own fields Custom fields Prospects, board, score Leads and Lead scoring Pipeline and forecast Deals Products and quotes Quotes Goals per person or team Sales targets Commission on won deals, to payroll Sales commission Fill company details from an email domain Contact enrichment Follow-up cadences Sequences When-if-then rules Workflows Basic CRM settings, services, call topics CRM setup Gmail and Outlook Email sync Calendar and booking links Calendar and booking Customer portal, web forms, CSAT Customer self-service Other software and developers Sync connections and Developer API Zapier and Make Zapier and Make Export, erase, consent Privacy and GDPR Ctrl+K, favourites, Find in menu Search and navigation Contacts The shared address book. Start with the Contacts overview: Contacts and Import, export and merge. HR (HRM) People, attendance, leave, payroll and hiring. Start with the HR overview. Topic Guide People, profiles, contracts, field privacy Employees Departments, designations, fiscal years, grades HRM setup Daily attendance, summary, weekly off Attendance Fingerprint devices and punch logs Access control Shift types, schedules, rotations, overrides Shifts and schedules Shift change approvals Shift change requests Leave types, policies, requests, approvals Leave Public holidays and calendars Holidays Salary structures, bonuses, loans, tax, PF Payroll setup Monthly runs, payslips, payment Payroll runs and payslips",{"slug":27,"title":28,"group":28,"text":608},"Accessibility statement 9bx aims to meet the Web Content Accessibility Guidelines (WCAG) 2.1 at level AA, so that people who use a keyboard, a screen reader, magnification or high contrast can use the product. This statement covers the HR screens (people, attendance, leave, payroll, expenses, performance, hiring and the public careers pages) and the shared parts of the app they use: menus, dialogs, forms, tables and notifications. Last reviewed: 27 October 2026. What you can expect - Keyboard use. Every dialog, side panel and confirmation keeps keyboard focus inside while it is open, closes with Esc , and puts focus back on the button that opened it. Dropdown lists open with the arrow keys and close with Esc or Tab . Tabs move with the arrow keys (mirrored in right-to-left languages), Home and End . - Skip to content. The first Tab on any page shows a Skip to main content link that jumps past the menu and the top bar. - Visible focus. The control that has keyboard focus always shows an outline or ring. - Labelled forms. Form fields are linked to their label, help text and error message, and required fields are marked as required for assistive technology. - Notifications. Pop-up messages are sent to screen readers as polite announcements, and they stay on screen while the pointer or keyboard focus is on them. - Language and direction. Pages declare their language. Arabic and other right-to-left languages are shown right to left. - Reduced motion. If your device asks for reduced motion, or you turn on Reduce motion in 9bx, animations are kept to a minimum. - Light and dark mode. Main text meets the AA contrast ratio in every colour theme, in light and dark mode. Known limitations These parts do not meet the standard today. We list them so you can plan around them: - Some fields inside table rows (for example tax slab rows, payroll account mapping and timesheet hours) and a few list filters are not announced with a label. Their column header or placeholder shows what they are for. - Placeholder text, hints and some light-mode status colours (green success and amber warning text) have lower contrast than AA requires. Text-field outlines are light. - Some primary buttons in the Emerald and Amber themes (light mode) and the Navy theme (dark mode) have button text below the AA contrast ratio. - Moving to a new page does not move focus to the page heading. - Charts do not offer a text or table alternative on every report. - Dragging shifts on the roster board and people on the org chart may need a mouse or touch. How we test We check every HR screen automatically for missing labels and names, images without text alternatives, controls that only work with a mouse, removed focus outlines and duplicate ids, and we measure the contrast of the colour themes. New screens must pass these checks before they ship. This review did not include testing with screen readers or a full hands-on keyboard walk-through of every screen. Feedback If something in 9bx is hard to use with your assistive technology, contact 9bx support. Tell us the page, what you were trying to do and which browser and assistive technology you use. Related Layout and navigation · Languages and local formats · User guide home",{"slug":7,"title":8,"group":8,"text":610},"Menu map: every menu item and where it is explained The 9bx menu is one sidebar for every module : My space (pages for your kind of work plus every page you star, in your order, with Recent under it) and All modules , where each module opens in place. The grid button (or the M key) shows All of 9bx , every page on one screen. Each module's setup pages are in the gear row at the bottom of the module (for example CRM settings ). This page lists every menu item, what its page is for, and the guide that explains it. Contents: How the menu is arranged · Home · CRM · Contacts · PBX & Call Center · Chat & Messaging · HR · Assets & Inventory · Media · Reports · Settings · Old menu names How the menu is arranged - You only see the apps and items your role and plan allow. A missing item is hidden, not broken. - You never switch module to find an item: every module you can use is in the same sidebar under All modules . Type in Find in menu to narrow the whole menu, hub cards included. - Each module has at most seven sections, and each section at most seven rows. Rarely used pages sit on a hub : one row (with an arrow) that opens a page of cards for several related pages, for example Attendance in HR. Click the row, then pick the card. - Every page that was in the menu before is still there, with the same web address, so bookmarks and links in emails keep working. - Setup pages are for administrators. Agents and employees never see them. - Each part of the path in the top bar (for example HR \u002F Time & attendance \u002F Leave ) opens a list of its neighbours. - Press Ctrl+K to jump to any page by name, or G then two letters (jump keys). See Layout and navigation. Home Menu item What the page does Guide Dashboard Your widgets, filtered by period, branch and scope Dashboard and widgets My work → My schedule Your shifts and schedule requests Workforce My work → My evaluations Quality evaluations of your calls Quality My work → My progress Your points, badges and rank Gamification My work → Notifications Alerts sent to you Notification preferences CRM Section Menu item What the page does Guide Work Tasks Your follow-ups and reminders My tasks Work Calendar Meetings and events (was Events ) Events and calendar Customers Clients Customer records and timeline. Always available, even when CRM is off: then the CRM app shows Clients only Clients Customers Companies Businesses and everything linked to them Companies Sales Leads Prospects, board and score Leads Sales Deals Pipeline and forecast Deals Sales Quotes Quotes sent to clients Quotes Sales Sequences Follow-up cadences Sequences Sales Sales targets , Sales commission Goals and commission per person or team Sales targets Service Tickets The help desk Tickets Service Incidents One outage, many tickets Incidents Service Field visits Technicians at the customer Field visits Service Payment links Ask a customer to pay by link Payment links CRM settings (gear row) Section Page What it does Guide Sales setup General Basic CRM options CRM setup Sales setup Pipelines & lost reasons Deal stages and why deals are lost Deals Sales setup Lead scoring How leads earn points Lead scoring Sales setup Products , Services , Call topics Lists used on quotes, records and calls Quotes, CRM setup Sales setup Workflows When-if-then rules Workflows Access & sharing Territories Regions that decide who owns a record Territories Access & sharing Record sharing , Field permissions Who sees which records and fields Record sharing Access & sharing Quote approval flows Which quotes need approval, and who approves Quotes Access & sharing Privacy requests Export, erase and consent requests Privacy and GDPR Service desk setup General , Teams , Statuses Ticket basics Ticket setup Service desk setup Assignment routing Who gets tickets and chats Assignment routing Service desk setup SLA policies Response and resolution targets SLA policies and reports Service desk setup Ticket fields Your own ticket fields Ticket fields Templates & forms Templates , Macros Ticket templates and one-click replies Ticket setup, Ticket macros Templates & forms Web forms , Knowledge base Public forms and the customer ticket page Customer self-service Templates & forms Calendar & booking Calendars and booking links Calendar and booking Tasks & email Task categories , Task areas Lists used on tasks Ticket setup Tasks & email Personal email sync (Gmail \u002F Outlook) Connect your own mailbox Email sync Contacts Menu item What the page does Guide All contacts The shared address book. Groups, duplicates and import are tabs on the page Contacts, Import, export and merge PBX & Call Center Phone system, call center and the agent performance tools (quality, scheduling, leaderboards and screen recordings) are one app. Section Menu item What the page does Guide (top) Overview Phone health and activity Phone dashboard Calls Live calls Who is on a call now Live calls Calls Call history Every call, recordings, wrap-up notes Call history Calls Voicemail Messages left for you Voicemail Calls Callbacks Missed callers to ring back Callbacks Calls AI insights Transcripts, summaries, live assist Call insights Call center Switchboard Operator console Switchboard Call center Queues , Queue wallboard Waiting lines and the wall board Queues Call center Outbound campaigns Outbound calling by list Dialer campaigns Call center Do-not-call list , Call outcomes Numbers never to call, and result choices Dialer campaigns Team performance Quality checks hub: Review queue , Evaluations , Scorecards , Score calibration , QA reports Score calls Quality Team performance Scheduling hub: Live staffing , Schedules , Forecast , Time-off & swap requests , Scheduling reports Staffing and adherence Workforce Team performance Leaderboards & contests hub: Leaderboard , Wallboard , Badges , Contests Points and motivation Gamification Team performance Screen recordings Consent-based screen capture Screen recordings Setup Extensions & devices hub: Extensions & call grou",{"slug":117,"title":118,"group":118,"text":612},"Administration Set up and run the organization itself: people and roles, branches, security, the plan and billing, and workspace-wide options. Module-specific settings (CRM, tickets, phone and so on) live under Module setup , described in each module's own section. Who sees this group The Settings app appears only for people whose role allows at least one of its pages. Some pages are narrower still: Page Who Workspace admins The workspace Owner only Modules The workspace Owner and workspace admins Plan & billing People who may edit the organization, and (for invited workspace admins) only when Billing access is on Custom domain Administrators with the custom-domain permission AI Workspaces with the phone module Team members Shown only when the HR module is not in your plan; with HR, people are added under HR → Employees Menu map The current layout puts these pages under Settings . See the Menu map. Two newer pages: Directory sync and AI knowledge hub. Menu item Guide Settings → Organization Organizations and branches Settings → Team members Team members and roles Settings → Branches Organizations and branches Settings → Roles Team members and roles Settings → Plan & billing Plan and billing Settings → Workspace admins Workspace admins Settings → Modules Modules Settings → Security Security and single sign-on Settings → Single sign-on Security and single sign-on Settings → Custom domain Custom domain Settings → AI (9bx AI or your own provider, for every feature) AI settings Settings → Storage Storage Settings → Dashboards Dashboards Currencies, countries, languages, regional defaults Regional settings, currency and languages Custom fields Custom fields API keys, webhooks, privacy requests, audit Developer API, privacy and audit Suggested order for a new organization 1. Organization: company details, country, currency, timezone. 2. Branches and their settings. 3. Roles then team members. 4. Security: two-factor policy and, if wanted, single sign-on. 5. Storage, custom domain, AI. 6. Plan and billing: add a payment method before the trial ends. What only the Owner or 9bx support can do Action Who Invite or remove workspace admins Workspace Owner Delete an organization or transfer it Owner Switch the AI engine on for your workspace (platform-level), languages and their translations, platform exchange rates The 9bx support team, on request; not workspace users Everything else follows the permissions of your role. Example company Examples use Padma Net Support , a Dhaka ISP with a head office and branches in Mirpur and Uttara.",{"slug":124,"title":125,"group":118,"text":614},"AI knowledge hub One place the AI learns from: your documents, web pages, articles, resolved tickets and chats. The chatbot, agent assist, the receptionist and CRM drafts all answer from it. Contents - Who can use it - Where to find it - Add a source - Manage sources - Test console - Settings - Troubleshooting - Related pages Who can use it Administrators of workspaces that use AI features. Where to find it Settings → Workspace → AI knowledge hub . Tabs: Sources , Test console , Settings . Add a source 1. On Sources click Add a source and choose: - Upload a document : PDF, Word, text or Markdown. A scanned PDF with no text cannot be read. - Web address : a public page, or tick Read the whole site, not just this page and set Most pages to read (same domain only). - Connect 9bx content : knowledge base articles, resolved tickets, resolved live chats. A type is unavailable when your plan does not include its module. 2. Give it a name (optional) and click Add and read . It is read in the background. 3. Choose Who can be answered from it : Customers and agents (chatbot and receptionist may use it) or Agents only (copilot, agent assist, drafts). Tickets and chats are always agents only. The text is kept in your workspace, split into passages and sent to your AI engine to be indexed. Nothing is shared with other workspaces. Private network addresses are refused and a site's robots.txt is respected. Manage sources Each source shows a status: Queued , Reading , Ready or Failed . Open one to see its passages, Last synced , and a switch Use this source in answers . Re-sync reads it again. Re-embed everything rebuilds search by meaning. Removing a source deletes its passages, not the original content. If no AI engine for search by meaning is set up, sources are searched by keywords only. Add an engine under AI settings. Test console Ask a question as A customer or An agent and see the answer and the passages used, with a confidence score. Untick Write an answer to see passages only, at no AI cost. If the passages found do not answer the question, the AI stays silent instead of guessing. Settings Option Effect Use the knowledge hub Off: AI answers only from the knowledge base. Include the 9bx user guide Lets agent-facing AI answer how-to questions about 9bx. Passages per answer How many passages an answer is built from. Minimum match Passages scoring lower are ignored. Raise it for stricter answers. Troubleshooting Problem What to do Source shows Failed Open it and read the reason. Check the page is public or the file has text. AI never uses a source Check Use this source in answers and the audience. Related pages - AI settings - Chatbot - Knowledge base",{"slug":148,"title":149,"group":118,"text":616},"AI settings Choose, in one place, which AI your whole workspace uses: 9bx AI or your own AI provider with your own API key. Every feature that uses AI follows this choice: call analysis, the AI receptionist, live assist, live chat answers, CRM summaries and drafts, quality scoring, AI in HR and the knowledge hub. You enter a key once, here, and no other page asks for it. Contents: Who can use it · Which AI to use · Your provider for each task · Add your own provider · Voice keys · AI minutes · Where AI is used · Call analysis · Example · Tips · FAQ Who can use it Administrators with the AI settings permission (view, or manage). It is open on every plan, also in workspaces without the phone module. Where: Settings → AI (classic menu: Settings → AI ). Which AI to use Option Meaning 9bx AI Ready to use, nothing to set up. Speech counts toward your monthly AI minutes. My own AI provider Use your own account and API key. Your provider bills you; it does not count toward your AI minutes. If My own AI provider cannot be chosen, the page says \"Using your own AI provider is not available for your workspace right now.\" Ask 9bx support. If 9bx AI is paused for your workspace, the page says \"9bx AI is paused\". Your own provider, if you added one, keeps working. Click Save to apply, or Discard to undo your changes. Your provider for each task When My own AI provider is selected, pick which of your providers does each task. A task left on 9bx AI uses 9bx AI. Task What it does Text Summaries, answers, drafts, scoring and reading documents Speech to text Turns calls and voice into text Switch Meaning Use 9bx AI as a backup When your provider is down, refuses a request or is not set for a task, 9bx AI takes over. Off: nothing runs without your provider. Use my own voice keys for text to speech The AI receptionist speaks with your own voice keys (see below). Off: 9bx voices. Add your own provider Under Your AI providers : 1. Click Add provider . 2. Choose the provider and give it a Name . 3. Enter the API key . It is stored encrypted and never shown again; leave it empty later to keep the saved key. Some providers also need an Address (for a self-hosted one, for example https:\u002F\u002Fai.example.com\u002Fv1) or a Region . 4. Enter the Models (the first is the default). 5. Click Save , then Test . Status tags: Working , Check failed , Off . Edit a provider with Edit engine ; delete it with Remove engine . Tasks that used it go back to 9bx AI. While 9bx AI is selected, your providers stay saved but are not used. Your data: what the AI needs (for example a recording or a masked transcript) is sent to your chosen provider under your own agreement with it. Voice keys (text to speech) Shown when your workspace has the phone module. Add your own key for a voice provider: click Add key next to the provider, fill in the fields it asks for, keep Use this key on and click Save . The key is tried before it is saved, stored encrypted and never shown again. Edit key replaces it, Remove key deletes it. To make the AI receptionist speak with these voices, turn on Use my own voice keys for text to speech above. AI minutes this month AI minutes this month shows 9bx AI speech time this month for the whole workspace against your plan's allowance. Your own provider does not count. Where AI is used The side panel lists the features that use this choice, each linking to its own page: Call analysis , Live assist , AI receptionist , Knowledge hub , Live chat and AI in HR . Those pages keep only their own switches and options and show \"AI is set up in Settings › AI\" with an Open AI settings button. Call analysis Where: PBX & Call Center → PBX & Call Center settings → AI call analysis , or Call analysis in the side panel of the AI page. Decide which calls get a transcript, summary and sentiment. Setting Meaning Analyse calls (main switch) Answered, recorded calls are transcribed and summarised after they end Calls : Incoming , Outgoing , Internal Which directions are analysed Queues , Numbers Limit to some queues or numbers; leave empty for all Shortest call \u002F Longest call Calls outside the range (in seconds) are not analysed; 0 means no limit Languages The languages spoken on your calls; each call's language is detected among them Summary language The call's language , English , or Both Consent: Calls with the consent announcement \u002F Every recorded call Which calls may be analysed so that callers have been told After an answered, recorded call ends, its recording is transcribed with one speaker per side. A summary, sentiment, topics and action items are written from the transcript. Phone numbers, account numbers and email addresses are masked first. Transcripts are kept as long as the recording and removed with it. Where you see results: Call insights. Example scenario Padma Net wants its own AI account for text and 9bx AI for calls. Rafiq opens Settings → AI , picks My own AI provider , clicks Add provider , adds the company account with its API key and clicks Test ( Working ). Under Your provider for each task he sets Text to the new provider, leaves Speech to text on 9bx AI , keeps Use 9bx AI as a backup on and clicks Save . From then on CRM summaries, chat answers, HR resume reading and call summaries use the company account, and call transcription still uses 9bx AI minutes. No other page asks for the key. Tips - Keep Use 9bx AI as a backup on so features keep working when your provider has an outage. - Click Test after adding or changing a key. - Remember the consent rules of your country before choosing Every recorded call in call analysis. Troubleshooting and FAQ There is no AI menu item. You lack the AI settings permission. A feature page has no engine or key field any more. That is expected: it is set once on this page. Use Open AI settings on the feature page. My own provider is not used. Check that My own AI provider is selected, the task is set to your provider (not 9bx AI ), the provider is not Off , and Test says Working . The mo",{"slug":145,"title":146,"group":118,"text":618},"Custom domain Open 9bx on your own address, such as care.padmanet.example, with your logo, colours and name on the sign-in page, the browser tab and emails. Contents: Who can use it · What you get · Add a domain · Create the DNS records · Status · Remove · Example · Tips · FAQ Who can use it Administrators with the custom-domain permission. People without the permission can see the page but cannot change it. Where: Settings → Custom domain . What you get Benefit Meaning Your brand, end to end Your logo, favicon and colour on every page Secure by default A free HTTPS certificate, issued and renewed for you Nothing breaks The usual 9bx address keeps working the whole time Add a domain 1. Type a domain or subdomain you own in Domain , for example care.padmanet.example. Do not type \"https:\u002F\u002F\" or a path. 2. Click Add domain . You see \"{domain} added. Now create the DNS records below.\" Create the DNS records Under DNS records create the records at the company that runs your domain's DNS (your registrar, Cloudflare and so on). The page shows \"{n} of {total} found\". Record Purpose ALIAS \u002F flattening (recommended) Points the domain at 9bx. An ALIAS, ANAME or flattened CNAME follows 9bx's servers automatically A record Use only if your DNS provider has no ALIAS. If 9bx addresses ever change, you are emailed first Redirect record Sends www to your domain TXT Proves the domain is yours. Keep it after go-live; it is checked regularly Each row has Host \u002F name and Value with Copy host and Copy value , and a state: Found , Not right yet (\"Found instead: ...\") or Not checked . Tips shown on the page: - Cloudflare: set the proxy status to DNS only (grey cloud). The orange cloud hides 9bx's servers and the check fails. - GoDaddy and some others have no ALIAS: use the A record tab. - DNS changes usually show within minutes but can take up to 24 hours. Status and checking Status Meaning Pending DNS Waiting for your records. Press Check now or wait; checks run automatically Verifying Records found; confirming the domain is yours and reaches 9bx Issuing certificate Usually a minute or two Active Live. Your team can sign in on this domain Degraded Live but something needs fixing; see What needs fixing Failed Setup stopped; fix the records and press Check now Disabled The domain is switched off The card also shows Last checked , Certificate valid until , Open site and Needs attention since . If your plan later drops custom domains the page says \"Paused: your plan no longer includes custom domains\". Upgrade again and press Check now ; the records can stay. Remove a domain 1. Click Remove this domain . 2. Type the domain to confirm and click Remove domain . People can keep signing in at the usual 9bx address. Example scenario Padma Net Support adds care.padmanet.example. Imran creates an ALIAS and the TXT record in Cloudflare with the proxy set to DNS only. After ten minutes the status goes Pending DNS , Verifying , Issuing certificate , Active . Staff now open care.padmanet.example and see the company logo. Tips - Use a dedicated subdomain (care, support) rather than the main website address. - Tell staff the new address and keep the old one as a backup. - Do not delete the TXT record. Troubleshooting and FAQ Stuck on Pending DNS. Check the host and value exactly and the Cloudflare proxy setting; wait up to 24 hours. HTTPS warning. The certificate is still being issued; wait and press Check now . The page is read-only. You lack the permission. Related pages Security and single sign-on · Plan and billing",{"slug":154,"title":155,"group":118,"text":620},"Dashboards (templates) Choose what each group of people sees on their home page: which widgets, how wide, whose figures, and who gets the dashboard. Contents: Who can use it · The page · Create a dashboard · Widgets · Audience · Priority · Reset and delete · Example · Tips · FAQ Who can use it People with the dashboard-management permission. The Manage dashboards button on the dashboard opens this page. Where: Settings → Dashboards . The page \"Choose what each group of people sees on their home page.\" The left list shows dashboards with a Built-in tag for those shipped by 9bx, plus the audience and widget count. The right side is the editor. New dashboard starts a blank one. Create a dashboard 1. Click New dashboard . 2. Enter Name (for example \"Support floor\"), Priority and an optional Description (shown under the greeting). 3. Keep Active on. \"An inactive dashboard is not shown to anyone.\" 4. Add widgets and set the audience. 5. Click Save . You see \"Dashboard saved.\" A banner \"Unsaved changes\" shows while you edit. Widgets Use Add a widget to choose from the catalogue (widget list). For each widget: Setting Meaning Scope Widest allowed (default), or limit to Mine , My team , My branch , Everyone . A person never sees more than their own access allows Width 1 column , 2 columns or Full width Up \u002F down arrows Reorder (or drag) Remove Take it off this dashboard A widget whose module is missing from your plan shows \"Not in your plan: hidden until the module is added\". Each person only sees the widgets their access allows. Audience: who gets this dashboard \"Anyone matching at least one choice gets it.\" Option Meaning Everyone Every member of the organization Roles People holding the roles chosen Departments People in those departments Designations People with those job titles Holders of a permission For example everyone who can see the business overview Heads of a team Anyone with people reporting to them Priority and tabs Lower numbers come first. A person's first matching dashboard is their default; the others appear as tabs on the dashboard page. Reset and delete - Reset to default (built-in dashboards only): widgets, audience and priority return to how 9bx ships them. - Delete : people who had it get their next matching dashboard. Example scenario Padma Net Support creates \"Support floor\" for the roles Agent and Team lead: Tickets , SLA compliance , Queue health and My calls , priority 10, widths 2, 2, 3, 1. A separate \"Owners\" dashboard (priority 5) with Sales , Calls and Headcount goes to the Owner role, who see both tabs. Tips - Keep dashboards short, six to eight widgets. - Give the most specific dashboard the lowest priority number. - Set a widget Scope to Mine for agents so they do not see colleagues' figures. Troubleshooting and FAQ Nobody sees my dashboard. It may be inactive or the audience is \"Nobody yet\". A person sees fewer widgets than I added. Their access does not cover them. Default tab is wrong. Check priority numbers. Related pages Dashboard and widgets · Team members and roles",{"slug":160,"title":161,"group":118,"text":622},"Developer API, privacy requests and audit Where to find the technical and compliance tools that sit outside the Administration menu: API keys and webhooks, privacy requests, custom fields and activity records. Contents: Who can use it · API keys and webhooks · Privacy requests · Custom fields · Activity and audit records · Example · FAQ Who can use it Administrators with the matching permissions. This page is a map: the detailed guides are in the CRM and HR sections. API keys and webhooks API keys and webhooks live inside CRM, not in the Settings app : CRM → Clients → Developer API. It has API keys , Webhooks , API reference and the client Sync connections . Full guide: Sync connections and the Developer API. Privacy requests People can ask for a copy of their data, or for it to be erased. Handle those requests where the data lives: Data Where Guide Clients, leads, contacts CRM → CRM settings → Privacy requests , and the privacy menu on a client or lead Privacy and GDPR Employees HR → Privacy → Data subject requests , Consent records , Privacy settings HR privacy Custom fields Add your own fields to records (for example a \"Meter number\" on clients) from the page where the record lives. See Custom fields. Activity and audit records Sensitive actions are recorded, for example a two-factor reset (\"recorded in the activity log\"), role changes and call-recording access. If you need an extract of these records for an audit, ask your 9bx contact. Example scenario Padma Net Support's developer builds a billing sync. Rafiq opens CRM → Clients → Developer API , creates a key and a webhook. A subscriber later asks for her data to be erased; Nusrat opens her client record's privacy menu and starts the request. Troubleshooting and FAQ I cannot find API keys under Administration. They are under CRM → Clients → Developer API . The Developer API button is missing. Your plan or role does not include it. Where is the audit log? If you need an extract of the activity records, ask your 9bx contact. Related pages Sync connections and the Developer API · Privacy and GDPR · HR privacy · Security",{"slug":121,"title":122,"group":118,"text":624},"Directory sync Keep your people in step with Google Workspace, Microsoft 365, a directory server or your identity provider. New people get a login and an employee record, and people who leave are switched off. Contents - Who can use it - Where to find it - Add a directory source - Mappings - Preview and sync - Troubleshooting - Related pages Who can use it Organization owners and administrators. Where to find it Settings → Security → Directory sync Add a directory source 1. Click Add directory source and choose the type: Google Workspace , Microsoft 365 (Entra ID), a directory server such as Active Directory, or SCIM (your identity provider pushes people to 9bx). 2. Name it (for example \"Acme Google Workspace\") and fill the Connection details the form asks for. Keys are stored encrypted and never shown again. 3. Under Sync choose what happens When someone leaves the directory ( Switch their login off or Do nothing ), whether to Add people to the phone book , whether to Keep roles in step with groups , and the Role and Branch for new people. Admin roles can never be chosen or given by sync. 4. Save. For SCIM there are no settings: after adding it, copy the SCIM base URL and Bearer token into your identity provider. Rotate token makes a new one and the old one stops at once. Nobody is ever deleted. The owner and the last administrator are never switched off. Mappings Click Mappings on a source to match directory values to 9bx records. Tab Matches Departments A department in the directory to a 9bx department. Offices to branches An office to a branch. Groups to roles A group to an ordinary role. A value with no row is matched to a 9bx record with the same name. Preview and sync 1. Test connection checks the login works. 2. Preview shows who would be created, updated or switched off. 3. Sync now applies it. Set Schedule to Manual only , Every hour or Every day for automatic runs. 4. Log shows each run. A status of Synced with problems lists what to fix. If a run holds back a large switch-off, nothing happens until you turn on Confirm switching off many people . Do this only if the directory really removed those people. Removing a source stops syncing. The logins and employees it made stay as they are. Troubleshooting Problem What to do Directory server type is not offered It is not available on your setup. Use Google, Microsoft 365 or SCIM, or contact 9bx support. Someone was not created Open Log and read the reason. Check the mappings. Nobody was switched off The source may be set to Do nothing , or a large switch-off is waiting for confirmation. Related pages - Security and single sign-on - Team members and roles - Employee sync",{"slug":139,"title":140,"group":118,"text":626},"Modules Turn the modules your plan includes on or off for the whole workspace, and hide the menu items your team does not use. Contents: Who can use it · The page · Turn a module off or on · Customize menus · Example · Tips · FAQ Who can use it The workspace Owner and workspace admins. Nobody else sees the menu item, and opening the page's address directly does not work for them. Where: Settings → Plan & modules → Modules (called Modules Setup before). Plan & billing also has a Manage modules button that opens this page. The page - Header: the title, a one-line explanation and, if you can manage billing, a Plan & billing button. - Summary: how many modules are on, for example \"5 of 6 on\", with a bar. Beside it is a search box that finds modules by name, description or feature (try \"payroll\"). - Core (always on): the Core features card comes first. Core features are part of every workspace, whatever modules your plan has or you turn off. Today that is Clients . The card shows an Always on tag instead of a switch; its only button is Customize menus , where you can hide the Clients menu item if you do not use it. - Areas: modules are grouped as Communications (PBX & Call Center, with 9bx Connect right below it), Customer & sales (CRM, Tickets & Helpdesk), People (HRM) and Operations (Asset Management), so the cards read PBX & Call Center, 9bx Connect, CRM, Tickets & Helpdesk, HRM, Asset Management. Each area shows how many of its modules are on. - Not available yet: ISP Network and Inventory are not built yet, so they are switched off for every plan. They do not appear on this page, on the pricing page, on plan cards, at sign-up or in the menus, and they are not counted in the summary. - Module cards: each card has the module's icon and name, what it gives you, a few of its main features, an On or Off tag and a switch in the top corner. A module that is off looks greyed out. Only modules that are part of your plan appear here. To add a module to your plan, use Plan and billing. Turn a module off or on 1. Find the module's card and click its switch. 2. Turning off opens a short dialog: the module's menus, pages and search results disappear for everyone, all of its data is kept, and you can turn it back on any time. Click Turn off to confirm or Cancel to keep it on. 3. Turning on happens straight away. A message confirms the change (\"CRM is off\" or \"CRM is on\"). If the change cannot be saved, the switch goes back to how it was and a message asks you to try again. Turning CRM off does not hide Clients : clients are a core feature, so the client list, client pages, import, export and the client picker in tickets, calls, chats and assets keep working. Leads, deals, quotes, companies, contacts, territories, commission and the CRM reports are hidden. On a client's page the CRM-only parts (the Deals and Tasks tabs, the company link, territory, enrichment, the AI summary and email) are hidden too. Turning a module off never deletes anything. Turning it back on brings back every record, setting and menu exactly as it was. Customize menus You may not need every page of a module. Customize menus on a card opens that module's menu items, grouped by app and section, each with a switch: - Switch off an item to hide it from the sidebar, All of 9bx and search for everyone in the workspace. - Show all puts every hidden item of that module back. - A row with N pages next to it opens a hub page. Its pages are listed under it, each with its own switch. Switching off the hub row hides the row and all its pages; switching off one page hides just that card. - The top line shows how many items are shown, for example \"20 of 21 shown\". The card shows how many are hidden, including pages inside hubs. PBX & Call Center is one module: the phone system and the call center (queues, wallboard, outbound campaigns, do not call, call outcomes). A small office that only needs phones can keep the module on and switch off the call-center menu items here. Hiding a menu item only takes it out of the menus. People who have access to that page can still open it from a saved link or bookmark, and people without access still cannot. To stop someone using a page, change their role instead. Modules that have no menu items of their own do not show Customize menus . Example scenario A small ISP uses CRM for clients but does not sell with deals or quotes: 1. The Owner opens Settings → Modules and types \"connect\" in the search box. The team does not use 9bx Connect yet, so the Owner switches it off and confirms with Turn off . 2. On the CRM card the Owner clicks Customize menus and switches off Deals and Quotes . 3. The agents' sidebars now show only the CRM pages they use. Months later the company starts selling. The Owner opens the drawer again and clicks Show all . Tips - Hide menus before you invite a large team, so new people only see what they need. - Turning a module off also hides its reports and search results, so lists and dashboards stay tidy. - Changes apply to everyone at once. Tell your team before you hide something they use every day. Troubleshooting and FAQ I do not see Modules in Settings. Only the Owner and workspace admins see it. Ask your Owner to make you a workspace admin. A module is missing from the page. It is not part of your plan. Add it in Plan and billing. ISP Network and Inventory are not on any plan yet, because they are still being built. I hid a menu item but a colleague still opened the page. That is expected: hiding only changes the menus. Use roles and permissions to control access. I turned CRM off but Clients is still in the menu. That is expected: Clients are part of every workspace. To take the menu item away, use Customize menus on the Core features card. Is anything deleted when I turn a module off? No. All data is kept and comes back when you turn the module on.",{"slug":127,"title":128,"group":118,"text":628},"Organizations and branches Describe your company: its organization details, the legal entities it trades under, and the tree of branches. Branches inherit settings and can limit what each person sees. Contents: Who can use it · Organizations · Create an organization · Branches · Create a branch · Branch settings and inheritance · Organization defaults · Legal entities · Suspend, move, delete · How branches limit what people see · Transfers · Example · FAQ Who can use it Staff whose role has the organization and branch permissions (usually Owners, administrators and branch managers). Deleting an organization or moving a branch to another organization needs owner-level rights. Branches belong to the HR module's settings, so the branch pages follow the HR branch permission. Where: Settings → Organization and Settings → Branches . Organizations The Organizations page lists the top-level organizations of your workspace (\"Each organization has its own branches, teams, billing, and data isolated at the database level\"). Most companies have one. A holding company may have several. Tab Shows Organizations The list, with New Organization Hierarchy The tree: Organization, Branch, Team, with counts such as \"{n} branches, {n} members\" Holdings A relationship view of organizations with status tags ( Trial , Pending , VIP , Churned ), owner, tags and last contact Open an organization to see: Public-facing details , Owner & primary contact , Plan and billing , Localization & security , and a Danger zone . Create an organization 1. Click New Organization . You become its initial owner. 2. Fill in Organization Name (shown in the sidebar, on invoices and invitations), Legal Name , Registration Number , phone, email and address. Add a Logo (SVG or PNG, at least 256x256). 3. Under Localization & finance choose Country , state and city, Currency , Language and Timezone , and the Brand theme accent colour. Choosing the country fills sensible defaults (see Regional settings). Members can override their own language. 4. Click Create Organization . You see \"Organization created successfully!\" To change details later open the organization and choose edit ( Update Organization ). Changing the organization's currency affects new records only; old records keep their original currency. Branches Branches are physical or logical units: offices, depots, shops, regions. Each has its own teams, schedules and phone routing. A branch can have sub-branches (for example Head Office, then Mirpur, then Mirpur Sadar). The Branches page lists branches with their Parent , Legal entity and Manager . Button What it does New Branch Opens the create form Legal entities Opens legal entities Organization defaults Opens organization defaults Row actions View, edit, delete Create a branch 1. Click New Branch . 2. Enter Branch name (for example \"Uttara Branch\") and a Code such as UTR. The slug is generated. 3. Optionally enter Region \u002F city , Country , address. 4. Under Structure choose the Parent branch . Leave it empty (\"No parent (top level)\") for a top-level branch such as Head Office. Choose the Legal entity , or leave Inherit to take the parent's, then the organization default. 5. Under Manager & contact choose the Branch manager (an existing member with a manager role, or invite one), plus contact phone and email. 6. Click Create branch . Branches inherit the organization's plan, currency and roles. Branch settings and inheritance Open a branch and use its Overview and Settings tabs. Overview shows Public-facing details , Business hours , and Phone & routing (inbound calls to the branch's numbers follow these rules), plus the Danger zone . Settings holds values such as weekly days off, working hours and overtime rules. Each value shows whether it is Overridden (set on this branch) or Inherited (\"From parent: {value}\"). A sub-branch with nothing set takes its parent's value; if the parent has nothing, it takes the organization default. To save time use Start from a template : choose Choose a template (ready-made days off, working hours and overtime rules). Review the values (\"Template applied. Review the values and change anything you need.\") and save. Example: Head Office starts at 09:00. Mirpur sets 10:00. Mirpur Sadar sets nothing, so it starts at 10:00. Public holidays are different: they belong to one branch and do not flow down. A holiday on Head Office is not a holiday in Mirpur (Holidays). Organization defaults Organization defaults are \"Settings every branch inherits.\" Edit them once; a branch overrides any of them on its own Settings tab. Legal entities A legal entity is a separate trade licence or BIN inside the organization. Every branch belongs to one, and payroll runs under one. Field Meaning Legal entity (name) For example \"Padma Net Ltd.\" Trade licence , BIN , TIN Registration numbers Registered address Printed on documents Default legal entity Used by new branches and payroll runs unless told otherwise Click New legal entity to add one, Edit legal entity to change. A legal entity with branches cannot be deleted until they are moved. Suspend, move or delete a branch In the branch Danger zone (it needs manager approval): Action Effect Suspend Disables phone routing and freezes billing for the branch. Data is kept Move to another organization Transfers the branch with its teams and members to an organization you own Delete branch Opens a review page (\"What happens when you delete this branch\") On the delete page you see counts: Teams Deleted , Members Re-Homed , Subscribers , Call Records Lost . Members are not deleted; they move to the parent organization, keep their roles and lose branch-specific access. Phone routing rules are deleted, so calls to the branch number fail until reconfigured. You cannot delete a branch that is the organization's primary branch or that still has active subscribers: reassign them first. The Delete branch button unlocks after a safety pause of a few seconds. How branches limit what people s",{"slug":133,"title":134,"group":118,"text":630},"Plan and billing See your plan, trial and usage; change plan, modules and add-ons; keep a payment method for renewals; pay now; and read invoices. This page also explains the trial, read-only and suspension rules. Contents: Who can use it · The page · Your current plan · Payment and renewal · Change plan · Modules and add-ons · Trial · When payment fails · Invoices and billing history · Example · Tips · FAQ Who can use it People who may edit the organization (normally the Owner and administrators). For invited workspace admins the page is visible only when their Billing access switch is on (Workspace admins). Where: Settings → Plan & billing , or your user menu → Billing and plan . The page Titled Change your plan (\"Your users, data and settings stay exactly as they are. Only the plan tier, its limits and which module features are switched on will change.\"). Three tabs: Plans , Invoices , Billing history . Your current plan At the top a card shows the {name} plan , a status tag ( active , trialing or an unpaid state), \"Renew after {n} days\" (days left in the period), the price per billing cycle, and the Modules and Addons included. Below, usage bars show how much of each limit you use (for example users or storage), with \"unlimited\" where there is no limit. Payment and renewal The Payment & renewal card keeps the card or bKash wallet used for renewals. Control What it does Add card or bKash Opens Save and continue where you choose Card or Wallet . You go to the payment partner's page; 9bx never sees your card number Default tag \u002F Make default Choose which saved method is used. \"{name} will be used for renewals.\" Remove Asks \"Remove {name}?\" If none is left, automatic renewal turns off and you pay by hand Pay now Pays immediately. On a trial this ends the trial and starts the paid period today \"No saved card or wallet yet.\" Shown when nothing is saved Change your plan Under Pick the new plan choose Monthly or Yearly with the billing toggle. Each plan card shows its price and a short list of what the plan gives, compared with your Current plan ; the button reads Upgrade to {name} or Downgrade to {name} . Every plan card, here and on the 9bx pricing page, lists the same items in the same order, with that plan's own numbers: Branches , Organizations , Concurrent calls , Extensions , Own storage and PBX server , 9bx Cloud PBX and storage server , WhatsApp Business calling , Multi-level IVR , Developer API & Webhooks , Advanced reports & exports , Custom domain , Priority 24\u002F7 support , Support 24\u002F7 (with the support channel), Bring your own AI , Multiple integrations , Call intelligence and Power & predictive dialer . A number shows the plan's limit, Unlimited means no limit, and a cross means the plan does not include it. The card is a summary: everything else the plan includes (users, storage, team chat and more) still comes with it, and the pricing page's Module features, plan by plan table lists the full detail. Change When it takes effect Upgrade Immediately. You pay the prorated amount for the rest of the billing cycle Downgrade At the end of the current billing period Confirm in the dialog (for example \"Upgrade plan\" then Continue to payment ). Modules and add-ons Each plan includes some modules at no charge and sells the others on top, at the same monthly price on every plan where they are optional (yearly is ten months): Module Free Starter Pro Enterprise PBX & Call Center Included Included Included Included CRM $5 \u002F month Included Included Included 9bx Connect $2 \u002F month $2 \u002F month Included Included Tickets & Helpdesk $2 \u002F month $2 \u002F month Included Included HRM $3 \u002F month $3 \u002F month $3 \u002F month $3 \u002F month Asset Management $2 \u002F month $2 \u002F month $2 \u002F month $2 \u002F month The pricing page and every plan card list the included modules and the price of each optional one. A workspace has an optional module only while its subscription pays for it; when a module is turned off, its data stays and comes back when the module is bought again. Under Your modules open any module to see what switches on or off, and turn optional modules on or off. Included modules cannot be removed. Add-ons (\"Extra capacity and capability on top of the plan\") each list exactly what they unlock; use Increase quantity or Decrease quantity for add-ons sold per unit (for example extra users). The right column, the Pricing summary , shows the total, tax and the trial length, and the pay button. To turn a module your plan already includes on or off for everyone, or to hide some of its menus, use Manage modules on this page or go to Modules. After the trial: adding a module or add-on takes effect now at the full price; removing one takes effect from the next cycle; a downgrade starts next cycle. The trial Every paid plan starts with a free trial. During it: - Nothing is charged. You can change plan, modules and add-ons freely; the button reads Save changes - no charge today . The dialog says \"Nothing is charged today and your trial still ends {date}. This selection is what will be charged then.\" - The trial runs once. Changing plan does not restart or extend it. - When the trial ends, the saved payment method is charged for whatever you selected at that moment. You are notified about an hour before. - You can pay early with Pay now (\"Pay now and end the trial?\"). Your paid period starts as soon as the payment goes through. Whether unused trial days are added to your first paid period depends on a platform setting. - Some plans need a card or wallet on file for the trial; others allow Skip for now . When payment fails: read-only and suspension These are the usual timings at the time of writing; your organization may have different values set by 9bx. When What happens About an hour before a charge A notice says the charge is coming The charge succeeds The workspace stays active The charge fails 9bx retries a few times a day for about a week. The workspace turns read-only : you can look and use billing, but cannot change data. T",{"slug":157,"title":158,"group":118,"text":632},"Regional settings, currency and languages How 9bx decides your timezone, dates, week, currency and language, and where to change them. Contents: Who can use it · Defaults from the country · Where each setting is changed · Money and currency · Currencies page · Countries, states and cities · Languages · Example · Tips · FAQ Who can use it Organization owners and administrators change the organization's own timezone, currency and language. The reference lists ( Currencies , Countries , States \u002F Divisions , Cities ) and the language list are platform data: they appear only for roles that have those permissions, and adding languages and translating them is done by the 9bx team , not by workspace users. There is no menu item for the reference lists; people with access reach them by search ( Ctrl+K ). Defaults from the country When an organization is created with a Country , 9bx fills in that country's defaults: timezone, date format, first day of the week, weekend, the month the financial (fiscal) year starts, and currency. About 26 countries have a dedicated profile; any other country gets a general one. If a signup does not state a country, it is guessed from the phone number's country code. Nothing is hard-coded to Bangladesh. Country Timezone Weekend Fiscal year starts Currency Bangladesh Asia\u002FDhaka Friday July BDT India Asia\u002FKolkata Sunday April INR Saudi Arabia Asia\u002FRiyadh Friday and Saturday January SAR Japan Asia\u002FTokyo Saturday and Sunday April JPY (no decimals) Where each setting is changed Setting Where Organization timezone, currency, language, accent Settings → Organization (edit), under Localization & finance Working days and hours for a branch Settings → Branches → branch → Settings Your own language, accent colour, display currency Your user menu ( Language , accent colour, Currency ) Your own timezone The welcome step Your timezone for new members Working week at setup The setup wizard Regional settings step Money and currency - Amounts are stored as whole numbers in the smallest unit (for example BDT 123.45 is kept as 12345 poisha) together with the currency. Japanese yen has no decimals and always shows like \"¥1,500\". Kuwaiti dinar uses three decimals. - About 39 currencies are supported. - Exchange rates are kept with dates. Converting an amount on a given day uses that day's rate. An organization can enter its own rate, which wins over the platform rate. If there is no direct rate, 9bx uses the inverse rate or goes through the base currency. - Changing the organization's currency does not change old records. An asset bought for 20 USD still shows 20 USD after you switch the organization to BDT; only new records default to BDT. The Currencies page \"Currencies used for invoicing, package pricing, payment recording, and cross-border billing.\" Control What it does Sync rates now Fetches the latest rates immediately. By default rates sync daily at 10:00 Asia\u002FDhaka from Bangladesh Bank Add Currency Opens the create form In Create currency : Field Meaning Pick from ISO 4217 list \u002F ISO 4217 code Choose the code, for example JPY; name and country fill in Symbol and Symbol position Prefix (\"Symbol appears before the amount\") or suffix Subunit name and Subunit ratio For example \"cents\", 100 (use 1 for no subunit) Decimal places , Decimal separator , Thousands separator Number format. Format preview shows a live example Rate source Bangladesh Bank (daily, free, recommended), Manual override (you update it), or External API (Open Exchange Rates) (hourly, needs a key) Initial rate (1 BDT =) A starting rate; overwritten on the next sync (useful for testing back-dated invoices) Countries, states and cities The Countries page is a reference table used in addresses, branch locations, billing defaults and phone codes (\"Import ISO list\", \"Add Country\"). States \u002F Divisions and Cities are the matching lists. They rarely need editing. Languages - English is the source and fallback ; it is always available and cannot be removed. - The 9bx team adds new languages and translations, with no software update needed. Ask 9bx support if you need a language that is not listed. - Exactly one language is the default. The default cannot be switched off or deleted. - Any text without a translation shows in English. - Right-to-left languages such as Arabic turn the whole page around. - If English text is changed later, existing translations stay and are marked for review. - Numbers, dates and currency follow the chosen language's conventions, but the currency itself is the organization's. - The Language choice in your user menu appears only when more than one language is switched on. Your choice is yours alone; an organization default is set in its localization settings. Example scenario Padma Net Support signs up with country Bangladesh, so it starts with Asia\u002FDhaka, Friday weekend, July fiscal year and BDT. A new Uttara office in a partner organization in Saudi Arabia is created with country Saudi Arabia and starts with Asia\u002FRiyadh and a Friday-Saturday weekend. Nusrat switches her own display language to Bangla in her user menu without affecting colleagues. Tips - Pick the correct country when creating an organization; most defaults follow from it. - Use Manual override for a fixed corporate rate. - Do not change the organization currency mid-year unless you have to; old records stay as they were. Troubleshooting and FAQ The language switcher is missing. Only one language is active. A page shows English words in Bangla. That text has no translation yet; tell your 9bx contact. Amounts show a different symbol than expected. Check Symbol position and the organization currency. Rates look stale. Click Sync rates now (if you have access). Related pages Organizations and branches · Layout and navigation · Payroll setup",{"slug":142,"title":143,"group":118,"text":634},"Security and single sign-on Set the workspace two-factor rule, see who has enrolled and reset a lost phone, limit sign-in to your office networks (IP allowlist), and let people sign in with your company's identity provider (single sign-on). Contents: Who can use it · Security page · Two-factor policy · Reset two-factor · IP allowlist · Single sign-on · Add a provider · Verify a domain · Test and switch on · Require SSO · How sign-in works · Example · Tips · FAQ Who can use it People whose role has the security permission ( Security ) or the single sign-on permission ( Single sign-on ). Both are normally Owner and administrator rights. Where: Settings → Security and Settings → Single sign-on . The Security page \"Two-factor authentication for the people in this workspace.\" Part Meaning Counters Members , Enrolled , Required , Still to enrol How many people have two-factor on Two-factor authentication policy Who must use an authenticator app on top of their password Members table Member , Role , Two-factor ( On since a date, or Off ), Last sign-in , and Reset . Filters All \u002F Not enrolled and Search name or email The other security items you may see elsewhere, such as password rules, IP allowlist and session timeout, are not set from this page. Set the two-factor policy 1. Open Security . 2. Choose one policy: Policy Result Optional Anyone can turn it on for their own account Admins and owners Owners and administrators must set it up before they can use 9bx Everyone Every member must set it up before they can use 9bx 3. Save. You see \"Two-factor policy saved.\" People it applies to who have not set it up are sent to the setup screen at their next request, and the mobile app asks them to do it on the web. People whose organization requires single sign-on use their identity provider's multi-factor instead. Reset a member's two-factor For someone who lost their phone and recovery codes: 1. Find the member in the Members table. 2. Click Reset (\"Reset this member's two-factor (lost phone)\"). 3. Confirm Reset two-factor for {name}? Their authenticator app and recovery codes stop working. They sign in with their password and set it up again if the policy requires. The reset is recorded in the activity log. IP allowlist Let members sign in and work only from your own networks. The IP allowlist card on the Security page has: Item Meaning Restrict sign-in to listed addresses Turns the allowlist on. Sign-in, and every action in the web app, the mobile apps and with API tokens, is refused from any other address. Owner can sign in from anywhere A break-glass exception for the workspace owner. Off by default, so the owner is restricted too. Only the owner can change it. Your current address The address your browser is using now, and whether the list covers it ( In the list \u002F Not in the list ). Add my address adds it. Allowed addresses and ranges Single addresses ( 203.0.113.7 , 2001:db8::7 ) or ranges in CIDR form ( 203.0.113.0\u002F24 , 2001:db8::\u002F48 ), each with a label such as \"Head office\". Up to 200. To turn it on: 1. Add the public address or range of every office, and of every remote team that must keep working. Click Add my address if your own is not listed. 2. Switch on Restrict sign-in to listed addresses and click Save . 3. Confirm Turn on the IP allowlist? . You see \"IP allowlist saved.\" You cannot lock yourself out: saving is refused with \"Your current address (…) is not in the list. Add it first…\" while the list does not cover the address you are using (unless you are the owner and the owner exception is on). The list cannot be empty while the allowlist is on. What members see: on a network that is not in the list, sign-in shows \"Your organization only allows access from approved networks, and your current address (…) is not one of them. Contact your administrator.\" Someone already signed in is signed out with the same message at their next action. Public pages (careers, payment links, web forms) and incoming webhooks are not affected. Every change (turned on or off, addresses added or removed, the owner exception) and every refused attempt is recorded in the activity log. If your office address changed and nobody can sign in, contact 9bx support: they can turn the allowlist off for you (your list is kept). Single sign-on SSO lets your people sign in with the identity provider your company already uses: Okta, Microsoft Entra ID, Google Workspace, Auth0, Keycloak, or any OIDC or SAML provider. Empty page: \"Add your identity provider, verify your email domain, test it, then switch it on.\" Add an identity provider 1. Click Add identity provider . 2. Choose the type: OIDC (Google, Microsoft, Okta, Auth0, Keycloak and others) or SAML (ADFS, OneLogin, JumpCloud, PingFederate and others). 3. Enter a Name shown on the sign-in page (\"Padma Okta\"). 4. For OIDC : Issuer URL (9bx reads its standard discovery address; use Discovery URL only if it differs), Client ID , Client secret (stored encrypted; the eye shows it again after asking for your password) and Scopes (must include openid). For SAML : IdP entity ID , SSO URL , and the Signing certificate (PEM). 5. Under Attribute mapping map Email (NameID or emailaddress), First name and Last name if your provider uses different names. 6. Under Access & provisioning choose whether to Create accounts on first sign-in and the Role for new accounts (Owner and administrator roles can never be given automatically), whether to Require single sign-on , and the Break-glass account . 7. Choose to offer the provider on the sign-in page and click Add provider . On the provider card, Enter these at your identity provider shows what to copy into your provider: Redirect URI (OIDC) or Entity ID , ACS URL and Metadata URL (SAML). Use Copy . Verify your email domain A provider works only for domains you prove you own, and a domain can belong to only one provider on the whole platform. 1. In Email domains click Add domain and enter, for example, padmanet.example. 2. 9bx shows \"Add",{"slug":151,"title":152,"group":118,"text":636},"Storage Choose where call recordings and files are kept: on 9bx Cloud or on a server you control. See usage, and what happens if your own server goes offline. Contents: Who can use it · The Storage page · Choose where files live · Install on my server · Existing S3 storage · Status banner · Usage and transfer queue · Switch back · Example · Tips · FAQ Who can use it Administrators with the storage permission. Copy-only note: 9bx copies recordings to your server; it never deletes or moves anything on the phone equipment itself. Where: Settings → Storage . The Storage page \"Keep your files on 9bx, or on a server you control. If your server is ever unreachable, 9bx holds new files and moves them across once it is back.\" Card Shows Where your recordings are stored 9bx Cloud or Your own server , with buttons to switch Status banner Health of your own storage Connection The settings of your own server Usage Where the files are and the Transfer queue Choose where files live Option Meaning 9bx Cloud Nothing to set up. 9bx keeps recordings and files. Counts toward your plan. Some plans sell it separately per GB (\"Add 9bx Cloud Storage\") Your own server Files go to a server you run. It does not count toward your plan; \"No extra fee\" from 9bx, you pay for your own disk Buttons: Switch to 9bx Cloud , Use my own server , Keep my own server . Switching to cloud asks \"Store new files on 9bx Cloud?\" and explains that files already on your server stay there. If cloud storage is sold per GB, the move happens after its invoice is paid (\"Waiting for payment\"). Install on my server 1. Choose Use my own server then Install on my server . 2. Follow How your own server connects : run one command on your server with a one-time token. The command installs the storage service and connects it. 9bx never logs in to your server. 3. Enter the server's IP and choose an address: a 9bx address, or your own hostname (such as storage.your-company.com). For your own hostname, copy the record shown under it: a CNAME (recommended) to a 9bx address, which is the only record you need and never has to change if the server's address does, or an A record . You can send the request before the record exists; Check DNS is optional. 4. Confirm it's you with your account password (and your authenticator code if two-factor authentication is on). 5. The tracker at the top shows Send request , Approval , DNS record , Run the command and Connected . While the record is missing the page shows Waiting for DNS ; 9bx checks every minute for the first 15 minutes, then less often, for up to 48 hours and sends you a notification and an email when it is Verified . Check now looks at once. 6. Watch the install progress; when it finishes the status says Your own server is connected . Until it connects, 9bx Cloud keeps your files (\"9bx Cloud keeps your files until your server is connected\"). Existing S3 storage If you already have S3-compatible storage (Wasabi, Cloudflare R2, Amazon S3 or your own), choose Existing S3 storage and fill in: Field Meaning Provider Wasabi, R2, S3 or Other S3-compatible (changes only the setup guide) Endpoint Full URL including https:\u002F\u002F (private and loopback addresses are refused) Public endpoint Only if browsers reach storage at a different address than 9bx Bucket Must already exist; 9bx never creates it Region If your provider needs one Access key \u002F Secret key Scope them to this bucket; never paste root credentials. The secret is stored encrypted Folder prefix A folder inside the bucket; each organization gets its own subfolder. Cannot change once files are stored Use path-style addressing On for most self-hosted servers; off for Amazon S3 and R2 Remove the 9bx copy once a file is verified on your server Leave off until you have seen a week of clean transfers Then: 1. Click Save . Any change switches your storage off until it is tested again. 2. Click Test connection . 9bx writes a file, reads it back and deletes it (\"Write, read and delete all work\"). You see Connection works or Connection failed . 3. Click Switch on . New files go to your storage. Switch off sends new files back to 9bx; files already on your server stay and keep working. Playback shows whether recordings play straight from your server or are streamed through 9bx (when your server has no HTTPS). The status banner Banner Meaning Your files are stored by 9bx You have no own storage Saved, not yet verified Run Test connection Tested, not switched on Click Switch on Connected and healthy New files are being written to your storage (\"{ms} ms round trip\") Your storage is having trouble Recent requests failed; 9bx keeps retrying and, if it keeps failing, sends new files to 9bx Cannot use your storage Your server is not answering; new files are kept on 9bx and moved across once it is back. Nothing is lost Your server's disk is {n}% full At 95% new files go to 9bx until space is freed Usage and transfer queue Usage shows files on 9bx storage (which count toward the plan) and on your own storage. The Transfer queue lists files that landed on 9bx while your server was unreachable and are waiting to move across ( Waiting , Moving , Failed , Done ) with \"Oldest waiting since {date}\". Sync now starts the transfer immediately. Move files to 9bx copies your files back to 9bx. Switch back to 9bx Cloud Use Switch to 9bx Cloud and confirm. New files go to the cloud; old files remain where they are unless you choose Move files to 9bx . Example scenario Padma Net Support records many calls and wants them on its own Dhaka server. Imran chooses Use my own server , runs the install command on a Linux server, and the banner turns to Connected and healthy . One night the server's disk reaches 95%: recordings go to 9bx automatically and Transfer queue moves them back after Imran frees space. Tips - Test before you switch on; \"saved\" does not mean \"working\". - Keep the disk below 90%. - Leave \"Remove the 9bx copy\" off for the first week. Troubleshooting and FAQ \"Run a successful ",{"slug":130,"title":131,"group":118,"text":638},"Team members and roles Add the people who use 9bx, and decide what each person can see and do with roles and permissions. Contents: Who can use it · Team members · Add a member · Invite status · Roles and permissions · Create a role · Edit permissions · Scope · Example · Tips · FAQ Who can use it People whose role has the team-member or roles permission. The Team members page exists only when your plan does not include HR; with HR you add people under HR → Employees (Employees), and the same invite flow applies. Where: Settings → Team members and Settings → Roles . Team members The page lists everyone who signs in to the organization (\"Everyone who signs in to {org}: their role, branch and invite status\"). Column Meaning Member Name and email, with an Inactive tag if the account is switched off Role The role they hold Branch Their branch Department Their department Status Invited , Link expired or Active Click Add member to add one, or Edit on a row to change details. With nobody yet: \"No team members yet. Add the people you work with.\" Add a member 1. Click Add member (\"Add team member\"). 2. Enter First name , Last name , Email address (they sign in with it) and optionally Mobile . 3. Choose their Role , Branch (default: Default branch ) and Department (optional). 4. With HR in your plan, choose Worker type (blank means Full-time ). 5. Keep Send welcome email on. They get a secure link to set their own password; the link works once and expires after a few days. If you turn it off, type a Password of at least 8 characters and tell the person yourself. 6. Click Add member . You see \"{name} was added. A welcome email is on its way to {email}.\" Your plan limits the number of users; the setup wizard shows \"{used} of {limit} users on your plan\". Invite status and resending Status Meaning What to do Invited (\"Link expires {date}\") The person has not set a password yet Wait, or Resend invite Link expired (\"Expired {date}\") The link is too old Click Resend invite ; the previous link stops working Active They have signed in Nothing Use Edit to change role, branch or department. Changes apply at the person's next page load. Roles and permissions A role is a named bundle of permissions. Every organization starts with built-in roles, and you can add your own. The Roles page shows a card per role and New role . Create a role 1. Click New role (\"Create role\"). In Start from choose: Starting point What you get Empty No permissions; start blank Member A read-only baseline Agent An operator baseline; the most popular Manager A branch-admin baseline Duplicate existing Copy any custom role 2. Enter Role name (for example \"Billing officer\") and a short description. The slug is generated. 3. Pick a colour and a two-letter mark shown on member rows. 4. Choose the Scope . 5. Click Continue to permissions . Edit a role's permissions The permissions page (\"Edit permissions\") shows modules on the left and permissions on the right. A summary panel on the right lists what members with the role can and Cannot do, and the Changes since last save ( Added , Removed ). Control What it does Module list Move between modules (CRM, tickets, phone, HR ...) Search permissions in this module... Filter the list Select all \u002F Clear all Switch all permissions in view on or off Expand all \u002F Collapse all Open or close the groups Sensitive only Show only sensitive permissions (for example payroll, exports, deletes) Apply preset Replace the working selection with a preset (\"Apply 'Agent'?\"); nothing saves until you click Save changes Switch beside a permission Grant or revoke it. Inherited access (marked \"inherited\") stays on Save changes ({n}) Saves; changes apply to every member of the role immediately Discard changes Reverts to the last saved state A role cannot be completely empty (\"Keep at least one permission granted\"). You can delete a role from its card; assigned members need another role first. Where a role applies (scope) Scope Meaning Organization The role applies to every branch and team Branch Granted per branch; the same person can hold different roles in different branches Team The most specific; granted per team, best for narrow roles A separate setting decides how much data a person sees in each module: own records, a branch, a branch and everything beneath it, or everything. See Organizations and branches. Example scenario Padma Net Support wants billing staff to see invoices and payments but not edit tickets. Rafiq clicks New role , starts from Member , names it \"Billing officer\", scope Branch , then on the permissions page turns on the billing permissions and the Clients view and uses Sensitive only to confirm nothing risky is on. He adds Imran with Add member and chooses the new role and branch Uttara . Tips - Start from the closest built-in role and remove, rather than building from Empty . - Check the Cannot list before saving. - Prefer branch-scoped roles for branch managers. Troubleshooting and FAQ A person cannot see a menu item. Their role lacks the permission or your plan lacks the module. I cannot delete a role. People still hold it; move them first. The invite email did not arrive. Check spam, then Resend invite . I cannot reduce a role to nothing. At least one permission must stay. Adding a member fails \"limit\". Your plan's user limit is reached; add users to the plan in Plan and billing. Related pages Workspace admins · Organizations and branches · Security · Employees",{"slug":136,"title":137,"group":118,"text":640},"Workspace admins Invite administrators of the whole workspace, choose which organizations each can reach, and decide whether they can manage billing. Contents: Who can use it · The page · Invite an admin · Billing access · Edit or remove · Example · Tips · FAQ Who can use it Only the workspace Owner. The page says \"Only you can manage this list.\" The menu item is hidden for everyone else. Where: Settings → Workspace admins . The page \"Admins of the whole workspace. You choose which organizations each can reach and whether they can manage billing.\" A workspace admin has full administrator rights in the organizations you choose but has no employee record (the tag Not on staff ), so they are not tied to one organization or branch. Use it for an outside accountant, a partner or a trusted manager who does not appear in HR. Column \u002F button Meaning Admin Name and email Organizations All organizations or the list chosen Billing access Whether they can open Plan & billing Invite admin Opens the invite form Edit , Remove Change or remove an admin Invite a workspace admin 1. Click Invite admin . 2. Enter Full name and Email . They get an email with a link to set their password. 3. Under Organizations choose Choose organizations , or switch on All organizations (\"Includes organizations you create later\"). You must choose at least one. 4. Decide Billing access (below). 5. Click Send invite . You see \"Invitation sent to {email}.\" The Billing access switch Billing access covers \"Subscription, plans, invoices, payment methods and payments.\" Setting Result On The admin sees Plan & billing and the billing prompts (for example payment due) and can pay or change the plan Off The admin can do everything else in the workspace but cannot see Plan & billing Edit or remove - Edit (\"Edit workspace admin\"): change their organizations or the billing switch, then Save changes . \"Workspace admin updated.\" - Remove : asks \"Remove {name}?\" and explains they are signed out and can no longer open the workspace. You see \"{name} was removed.\" Example scenario Rafiq (Owner) hires an outside accountant. He clicks Invite admin , enters her name and email, picks only the Padma Net Support organization and switches Billing access on. When her contract ends he clicks Remove . Tips - Turn Billing access off for admins who do not handle money. - Prefer choosing organizations over All organizations . - Review the list when staff leave. Troubleshooting and FAQ I do not see Workspace admins. Only the Owner does. The admin cannot see billing. Billing access is off; edit them to turn it on. They did not get the email. Check spam; remove and invite again. Related pages Team members and roles · Plan and billing · Security",{"slug":486,"title":487,"group":487,"text":642},"Assets Track everything your company owns and uses: routers, ONUs, laptops, fiber reels and consumables. See where each item is, who has it, what it cost and when it needs service, and manage buying, moving and retiring it. All pages are under Assets & Inventory in the left menu. What you see depends on your role and plan. How the pieces fit 1. Asset setup and Locations : define categories, brands, units and where things are kept. 2. Products : the catalog. Define an item once and choose how it is tracked. 3. Procurement : requisition, approval, purchase order, goods receipt. Receiving goods creates the stock or units. 4. Assets and Inventory : individual units and bulk stock. 5. Transfers : move stock between places. 6. Vendors : suppliers, bills, payments, returns, warranty claims. 7. Maintenance schedules , Stock audits , Disposals : look after items and retire them. 8. My assets : every employee sees what they hold, asks for items and reports problems. 9. Depreciation , Cost views , Total cost : what assets are worth, who spends what, and what each item really cost. 10. Licenses , Contracts , Bookings , Kits : software seats and renewals, leases and insurance with instalments, booking shared items, and sets of items handed over together. The full menu in the current layout is in the Menu map. Guides Topic Guide Catalog, categories, brands, units, locations Products and setup Individual units, assignment, returns Assets and assignments Bulk stock, cable reels, bandwidth links Inventory Requisitions, purchase orders, goods receipts Procurement Moving stock between places Transfers Suppliers, bills, payments, returns, warranty claims Vendors Maintenance, stock counts, disposals Maintenance, stock audits and disposals My assets, asking for items, reporting problems My assets, requests and problems QR codes, barcodes, labels, scanning Tags, labels and scanning Low stock, expiry reminders, import and export Alerts, import and export Depreciation, journal export, cost centers, running costs, total cost Depreciation, cost centers and total cost Software licenses, leases and insurance, booking shared items, kits Licenses, contracts, bookings and kits Work orders, meter-based maintenance, scan audits, asset reports, customer equipment, cable by area Work orders, scan audits, reports and customer equipment RFID tags and readers, door-gate alerts, GPS trackers and geofences, computer and software discovery RFID, GPS trackers and IT discovery Related HR · User guide home",{"slug":517,"title":518,"group":487,"text":644},"Alerts, import and export Know before you run out of stock or a warranty ends, raise a purchase requisition in one click, and move asset data in and out with spreadsheets. Contents: Who can use it · Low stock · Expiry reminders · Export · Import · Example · FAQ Who can use it - Low stock : people who can see stock balances. Raising the requisition also needs permission to create purchase requisitions. - Expiry reminders : people who can edit assets. - Export : anyone who can see the list being exported. - Import : people who can create products (for products) or assets (for assets). Low stock Set a Reorder level on a product (its minimum level). The Low stock list shows every product at or below it, with what is on hand, the shortfall and a suggested quantity. - For individually tracked items, on hand is the number of units In stock . - For bulk and measured items, on hand is the free quantity across all locations (quantity minus reserved). - The suggested quantity refills the product to twice its minimum level. Raise requisition creates a draft purchase requisition for all low products, or only the ones you select, each line at its suggested quantity with the product's usual vendor. Review it in Procurement and submit it as usual. Every morning 9bx sends one alert listing products that newly fell to their minimum. You are not alerted again for the same product until its stock has gone back above the minimum and dropped again. Warranty and contract expiry reminders The Expiries list shows what ends in the next 30 days (choose up to 365): asset warranties and bandwidth link contracts (set Contract ends on the link). Disposed, retired, lost or stolen items and terminated links are left out. Reminders go out 30, 15 and 7 days before each end date. The list and the reminders also cover software license renewals, leases, insurance and contracts ending, and unpaid contract instalments (7 days and 1 day before they are due). See Licenses, contracts, bookings and kits. Export a list Every asset list has Export (CSV or Excel): assets, products, stock balances, stock movements, assignments, asset requests, reported problems, vendors, purchase requisitions, maintenance schedules and bandwidth links. The file holds exactly what the list shows you, with its filters and your branch. Very large lists are prepared in the background; a notification brings the download link. Import products and assets 1. Open Import on the Products or Assets list and download the template. 2. Fill one row per product or asset. Name categories, units, vendors and locations by their Code ; brands and manufacturers by their Name . Dates are written like 2026-10-01. 3. Upload the file and choose Check file first. Every row is checked and any problem is listed with its row and column. 4. When the check is clean, choose Import . Rules: - A file with any error imports nothing. Fix the rows and upload again. - Products are matched by Code : an existing code is updated, a new code is added. - Assets are always new; an asset tag already in use is an error. Only individually tracked products can have assets. - Purchase cost is entered as on the asset form; currency defaults to your workspace's currency. - At most 2,000 rows per file. Your plan's limit on tracked assets still applies. Example scenario SaltSync keeps at least 5 spare ONUs. With 4 left in stock, the morning alert lists \"ONU XPON 1G (4 of 5)\". The storekeeper opens Low stock , selects the ONU and chooses Raise requisition : a draft for 6 units from the usual vendor appears in Procurement . Troubleshooting and FAQ A product never appears in Low stock. Its Reorder level is 0 or the product is inactive. The import says a category was not found. Use the category's Code , not its name. Related pages Products and setup · Procurement · Inventory · Tags, labels and scanning",{"slug":493,"title":494,"group":487,"text":646},"Assets and assignments See every individual unit you own, give it to an employee or place, take it back, and keep its warranty and history in one place. Contents: Who can use it · Overview · The Assets page · Add an asset · The asset page · Assign · Return · Example · FAQ Who can use it Staff with the asset permissions (view, create, update, delete). Assigning and returning need the assign permission. Where: Assets & Inventory → Overview and Assets . The Assets list. Overview Overview is a live view of what you own, use and owe, with Recent activity . Actions across assets show up there. The Assets page Assets lists every serialized unit: its identity, state and location. Button \u002F control What it does New asset Registers a unit Row click Opens the asset page Status change Change asset status after a confirmation Delete Removes an asset after you confirm Statuses: In stock , Assigned , In repair , At vendor , Disposed , Retired . Condition is separate: Good , Fair , Damaged , Refurbished , Scrapped . Status, condition and location are independent. Add an asset Most units are created automatically when you receive goods on a purchase order. Use New asset for opening balance, donated items or units found in a stock count. 1. Click New asset . 2. Select the Product and enter a unique Asset tag . 3. Choose the Status , Condition , Current Location and the origin ( Purchased , Donated or Found in audit ). Opening balance and found units start with an imported event. 4. Add warranty details: vendor, Start date , End date , Warranty code , notes. 5. Optionally book it to a Cost center and Department , and override the product's depreciation ( Depreciation method , Useful life months , Salvage value , Depreciation starts ). See Depreciation, cost centers and total cost. 6. To let people book it for a time slot (a projector, a van), tick Can be reserved , and Booking needs approval if someone must approve each booking. See Booking shared items. 7. Add Identifiers such as MAC address or PON serial (add new rows with Add new ). MAC and serial must be unique in your organization. 8. Click Save Asset . The asset page Section What it shows Header Asset tag, serial, status, condition, Custody (who has it) and Active warranty till At a glance Current location, acquired on, purchase cost Unit details , Extra identifiers Specifications and identifiers Warranty coverage Starts, expires, Expired flags, and Warranty records Assignment tab Assigned employee, assigned at, returned at, location Timeline Every action adds a permanent event (unit created, warranty added, assigned and so on) Depreciation tab Method, accumulated depreciation, book value and the month-by-month schedule Costs tab, Total cost Maintenance, repairs and upgrades recorded against it, and its total cost of ownership Assign , Return See below Assign an asset 1. Open the asset and click Assign . 2. Select the employee or a location , set Assigned At and add notes. 3. Save. The status becomes Assigned and the history records who has it. Return an asset 1. Open the asset and click Return . 2. Set Return at , choose Condition in (the state it came back in) and add notes. 3. Save. The unit goes back to stock and the assignment gets a returned date. For returning a faulty unit to a supplier, see Vendors. Example scenario Padma Net Support issues a MikroTik router to field engineer Arif. The asset \"RT-0042\" is In stock at the Mirpur warehouse. Storekeeper Nasrin clicks Assign , selects Arif and today's date. Two months later Arif returns it with Condition in set to \"Fair\". Nasrin clicks Return , and the router is back in stock. Tips - Always scan or type the Asset tag exactly; it must be unique. - Record the Condition in honestly at return. It informs repair and disposal decisions. - Add warranty dates at receipt so you can claim later. Troubleshooting and FAQ Duplicate MAC or serial error. Each identifier must be unique across the organization. I cannot find Assign. The unit is not in a state that can be assigned (for example Disposed ), or you lack the permission. Related pages Products and setup · Procurement · Vendors · Maintenance, audits and disposals · My assets, requests and problems · Tags, labels and scanning · Depreciation, cost centers and total cost",{"slug":520,"title":521,"group":487,"text":648},"Depreciation, cost centers and total cost See what your assets are worth today, book their depreciation to your accounts every month, find out which team spends what on equipment, and know what each item has really cost you since you bought it. Contents: Who can use it · Set up depreciation · How it is worked out · Monthly depreciation · Journal for your accounts · Cost centers and departments · Running costs · Total cost of ownership · Example · FAQ Who can use it - Depreciation (schedules and monthly runs): people who can see disposals. Running a month by hand, and posting or exporting its journal, is for people who can approve disposals. - Running costs and Total cost : people who can see disposals see them; people who can edit assets record and delete costs. - Cost views : people who can see disposals. Your administrator can change this under roles. Set up depreciation Depreciation needs three things on an asset: a Purchase cost , a Depreciation method and a Useful life months . 1. On the Product , set the Depreciation method ( Straight Line or Declining Balance ) and Useful life months . Optionally set: - Salvage % : what share of the cost the item is still worth at the end of its life (for example 10). - Declining rate % (declining balance only): the yearly rate. Leave it empty to use double the straight-line rate (a 5-year item: 40% a year). 2. Every asset of the product follows these. On an asset you can override them: Depreciation method , Useful life months , Salvage value (an amount) and Depreciation starts (a date; otherwise the Acquired at date). 3. Make sure the asset has its Purchase cost . Items received on a purchase order get it from the goods receipt. Items without a cost, method or useful life are simply not depreciated. How depreciation is worked out Depreciation is charged once a month, starting with the month the asset was acquired (or Depreciation starts ). - Straight Line : (cost − salvage value) ÷ useful life, the same amount every month. The last month takes any rounding, so the item ends exactly at its salvage value. - Declining Balance : each month, the yearly rate ÷ 12 of the current book value. The charge gets smaller every month. Once spreading what is left evenly over the remaining months would give more, it switches to that, so the item still reaches its salvage value at the end of its life. Book value = cost − accumulated depreciation (everything charged so far). If you change the method, life or salvage value later, months already charged stay as they are; what is left of the value is spread over the months that remain. Monthly depreciation 9bx charges last month's depreciation automatically early on the 1st of every month. If a month was missed (for example an item was added later with an older acquired date), the next run catches up every month that is due. Running the same month again never charges twice. Depreciation page: - A list of months with the number of assets charged and the total. - Open a month to see each asset's Opening value , Depreciation , Accumulated and Book value , and the total per cost center and department. - Run depreciation charges up to a month you choose (not a future month), for example to close a month before the 1st. On an asset page, the Depreciation tab shows its method, life, salvage value, accumulated depreciation and book value, and its full schedule: months already charged and the months still to come. A disposed asset is charged up to the month before its disposal. Lost, stolen, retired and returned-to-vendor items are not charged any more. Journal for your accounts Depreciation goes to your accounts through the same journal export as payroll. 1. Open a month on the Depreciation page and click Post journal . Optionally choose the journal date (default: the last day of the month). 2. The journal debits Depreciation expense and credits Accumulated depreciation . The expense lines are split by cost center and department. 3. Choose the Export format (CSV, QuickBooks, Xero, NetSuite, SAP or Tally) and click Export . The accounts come from the payroll GL mapping (line Asset depreciation ). Two accounts are added for you the first time: 6100 Depreciation expense and 1590 Accumulated depreciation. Rename the codes to match your books, or send one cost center or department to an account of its own, under Payroll → GL mapping . If assets were added to a month after its journal was posted, the month shows Journal out of date : post it again. The new journal replaces the old one, which is kept for the record. Assets bought in another currency are converted at your exchange rate for that month. If there is no rate, posting stops and tells you which currency needs one. Cost centers and departments Book an asset to a Cost center and a Department on the asset form, and a purchase order on the purchase order form. These are the same cost centers and departments as in HR. Each month's depreciation row keeps the cost center and department the asset had that month, so moving an item to another team later does not rewrite past months. The Cost views page shows, per cost center (or per department, with Group by ), for the dates you pick: Column What it is Assets Items booked there now (disposed ones left out) Asset cost Their purchase cost Book value Their value today after depreciation Acquired Cost of items acquired in the dates Purchase orders Orders placed in the dates (drafts and cancelled left out) Depreciation Depreciation charged in the dates Maintenance , Repairs , Other costs Running costs in the dates Spend Purchase orders + running costs in the dates Items without a cost center or department are in Not assigned . Running costs Record what an asset costs after you bought it on the asset page, Costs tab, Add cost : - Type : Maintenance , Repair , Upgrade or Other - Amount , Date , optionally the Vendor , the Maintenance schedule it belongs to, a Reference (bill number) and a note. - Cost center and Department default to the a",{"slug":496,"title":497,"group":487,"text":650},"Inventory Track bulk stock levels, cable reels, bandwidth links and every stock movement. Who can use it Staff with the inventory permissions. Where: Assets & Inventory → Inventory . Stock balances. The screen Four tabs: Tab What it shows Buttons Stock balances How much of each bulk item is in each location. Click a row for details none Reels Measured material such as fiber: Reel , Initial , Remaining , Issues Add New (new reel) Bandwidth Upstream links: Link , Commited Bandwidth , Monthly Cost New Bandwith link , change status, delete Stock movements A ledger of every in, out and adjustment with a running Balance New movement Serialized units live on the Assets page, not here. Material reel issues also have their own list: Reel , Issued Amount , Issued To Type , Issued To Name , Start Reading , End Reading . Step-by-step tasks Adjust stock by hand 1. Open Stock movements and click New movement . 2. Choose the product, location and direction: In (+) , Out (−) or Adjustment . 3. For an adjustment choose the reason, such as Stock count correction or Damaged \u002F write-off . 4. Optionally add a reference type (for example Purchase order ), reference ID and notes, then save. A row is added to the ledger. Issue cable from a reel 1. Open Reels and click the reel. 2. Create an issue: who gets it (employee or job), the Start Reading and End Reading meters. The remaining length is deducted automatically. Add a bandwidth link 1. Open Bandwidth and click New Bandwith link . 2. Enter the link name, provider (a vendor marked as bandwidth provider), committed bandwidth and monthly cost. 3. Optionally enter Contract ends : you are reminded 30, 15 and 7 days before (see Alerts, import and export). The Low stock list shows products at or below their reorder level and raises a purchase requisition in one click (see Alerts, import and export). Example scenario A fiber reel of 2,000 metres arrives at the Mirpur store. The storekeeper registers it with Add New . Engineer Arif takes a drop cable for a customer: the issue records start reading 0 and end reading 85, so the reel shows 1,915 m remaining. A bandwidth link with a 10 Gbps commitment is tracked at its monthly cost. Tips - Prefer purchase receipts over manual movements so the ledger keeps its source. - Review Stock movements before a stock audit. Troubleshooting and FAQ Stock is lower than I counted. Check Stock movements for adjustments and issues. Run a stock audit to correct it. I cannot add a movement. Manual movements are for bulk items, not serialized units. Related pages Products and setup · Procurement · Transfers",{"slug":523,"title":524,"group":487,"text":652},"Licenses, contracts, bookings and kits Keep track of the software your company pays for, the leases and insurance on your equipment, who has booked the shared projector or van, and the sets of items you hand to new joiners in one go. Contents: Who can use it · Software licenses and subscriptions · Leases, insurance and contracts · Booking shared items · Kits · Reminders · Example · FAQ Who can use it - Licenses : people who can see assets see the list; people who add or edit assets add, edit and renew licenses; people who assign assets give and free seats. - Contracts : people who see the asset money side (disposals, running costs) see them; people who record running costs add contracts and mark instalments paid. - Bookings : every employee can book a shared item for themselves under My assets → My bookings . People who handle asset requests see all bookings, book for others, approve, check out and take items back. - Kits : people who assign assets see and issue kits; people who add or edit assets create and change them. Your administrator can change this under roles. Software licenses and subscriptions Open Assets → Licenses and click Add license . - Name (for example \"Microsoft 365 E3\"), Type : Perpetual (bought once) or Subscription (SaaS that renews), Publisher and Vendor . - Seats : how many people or devices may use it. - Billing : One time , Monthly , Quarterly , Every 6 months or Yearly , with the Cost per period and the Renews on date. - License key (optional): kept encrypted. Lists only show the last four characters; open the license and click Show key to see it in full. Every time someone views a key it is recorded in the activity log. - Cost center and Department for your cost reports. Give a seat. On the license, click Assign seat and choose a person or a device (an asset such as a laptop). The same person or device cannot hold two seats of one license, and you cannot give out more seats than you bought — the last seat goes to whoever is first. Click Free seat when someone leaves or a laptop is retired. Unused seats. The license page shows Seats , In use and Unused , the Yearly cost and the Cost per used seat . The summary at the top adds up all active licenses: seats bought, in use, unused, and what the unused seats cost a year. Tick Only with unused seats to find licenses you can cut down at the next renewal. Renew. Click Renew . The new end date is filled in one billing period after the current one (change it if needed). Enter what you paid and, if it changed, the number of seats. Each renewal is kept in the license's Renewals history. You cannot lower the seats below the number in use — free seats first. Leases, insurance and contracts Open Assets → Contracts and click Add contract . - Type : Lease , Insurance , Service \u002F maintenance contract , Rental or Other ; a Title , the Contract \u002F policy number and the Vendor (leasing company, insurer). - Starts on , Ends on and Auto renew . - Contract value (what it costs in total) and, for insurance, the Sum insured . - Assets : the items it covers. One contract can cover many items (for example a fleet policy). Instalments. Under Payment schedule enter the Number of instalments , how often ( Monthly , Quarterly , Every 6 months , Yearly ) and the First due date . Give an Amount for each instalment, or leave it empty to split the contract value evenly (the last instalment takes any rounding). Use Reschedule later to replace the unpaid instalments; paid ones stay as they are. Paying. Click Mark paid on an instalment, with the date, the amount (if different) and a reference. The payment is added as a running cost (type Lease, insurance or contract ) of each covered asset, split evenly, so it shows in the asset's Total cost and in the cost views. Made a mistake? Undo payment removes those costs again. These costs cannot be deleted from the asset's Costs tab — undo the payment on the contract instead. A contract with paid instalments cannot be deleted; set its status to Ended or Terminated . The asset page shows every contract covering the item. Booking shared items Make an item bookable. Edit the asset and tick Can be reserved . Tick Booking needs approval for items such as a meeting hall or a car with a driver. Book. Under My assets → My bookings , click Book an item , choose the item, the start and end time and the purpose. The calendar shows when it is already taken. Two bookings of one item can never overlap: if someone has 10:00–12:00, you can book from 12:00 but not 11:00. - Items without approval are Confirmed at once. - Items that need approval wait as Waiting for approval . If your company set up an approval flow for bookings, it goes through that flow; otherwise the people who approve asset requests get a notification. You get a notification when it is approved or rejected. A waiting booking already holds the slot. - You can Cancel your own booking until the item is handed over. Cancelled and rejected bookings free the slot. Hand over and take back (asset team). Under Assets → Bookings , click Check out on a confirmed booking when the person collects the item. The item is assigned to them like any other hand-over and shows in their My assets . Click Return when it comes back, with its condition. Returning early frees the rest of the slot. A checked-out booking past its end time is marked Overdue . Kits A kit is a set of items you hand over together, for example a new joiner's laptop, charger and bag. Create a kit. Open Assets → Kits , click Add kit , give it a Name and Code , and add the products with how many of each. Only items tracked one by one (with their own asset tag) can be in a kit. The kit page shows how many of each product are in stock and whether the kit can be issued now. Issue a kit. Click Issue , choose the person and, if you want, the exact items (for example a laptop with a bigger disk). Anything you do not choose is taken from stock automatically. Every item is assigned to the person in one step: if anyt",{"slug":508,"title":509,"group":487,"text":654},"Maintenance, stock audits and disposals Keep assets serviced, check physical stock against the system, and retire items properly. Who can use it Staff with the maintenance schedule, stock audit and asset disposal permissions. Disposals need an approver. Where: Assets & Inventory → Maintenance schedules , Stock audits , Disposals . Stock audits. Maintenance schedules Recurring service reminders. The list shows Interval Days and Next Due Date . 1. Click New maintenance schedule . 2. Choose the asset or product, name the task and set the interval in days. 3. Save. The next due date is calculated from the interval. Stock audits A stock audit compares what you counted with what the system says. Button What it does New audit Choose the location to audit and confirm Create Stock Audit Start Counting Begins the count Submit Count Enter counted quantities Adjust Posts the differences to stock Close Stock Audit Finishes the audit Steps: 1. Click New audit , pick the location and create it. 2. Click Start Counting and have someone count the shelves. 3. Click Submit Count and enter the figures. 4. Review the audit page: Lines , With variance , Matched , and for each line System , Counted and Variance . 5. Click Adjust to correct stock, then Close Stock Audit . An audit is append-only: line items show the values recorded when you counted. Units found that were not in the system can be added as \"Found in audit\". Disposals When an asset is sold, scrapped or written off. 1. Click New Asset Disposal . 2. Select the asset, choose the method , enter Proceeds Amount , Proceeds Currency and the reason . 3. An approver clicks Approve or Reject (\"Approve this disposal?\"). Approval sets the asset to Disposed . Example scenario Padma Net Support audits the Mirpur warehouse every quarter. Nasrin counts 118 patch cords while the system says 120. The audit shows a variance of -2. She adjusts, and the stock movement ledger records the correction. A damaged router is disposed of as scrap with zero proceeds, approved by the Operations head. Tips - Audit one location at a time, ideally when no transfers are in flight. - Record the reason for every disposal for your accounts. Troubleshooting and FAQ I cannot start counting. The audit may already be started or closed. The asset is still listed after disposal. It stays for history with status Disposed . Related pages Assets · Inventory · Vendors",{"slug":499,"title":500,"group":487,"text":656},"Procurement Buy things in a controlled way: requisition, approval, purchase order and goods receipt. Who can use it Staff with the requisition, purchase order and goods receipt permissions. Approvers are set in the requisition's approval chain. Where: Assets & Inventory → Procurement . The Procurement page. The screen The top shows counts: Awaiting approval , Open POs , Received (30d) , Pending receipt . Three tabs: Tab What it holds Requisitions Requests to buy Purchase orders Orders sent to vendors Goods receipts Records of what arrived Step-by-step: from request to stock 1. Raise a requisition 1. Click New requisition on the Requisitions tab ( Create new purchase requisition ). 2. Add items with quantity and Est. unit cost , plus a Justification (\"Why is this needed?\"). The Estimated total is calculated and the Approval chain is shown. 3. Save, then open it and click Submit and confirm. 2. Approve 1. The approver opens the requisition and chooses Approve or Reject , enters their Step No and a Comment . 2. The requester can Cancel a requisition before it is approved. 3. Create a purchase order 1. Once fully approved, convert the requisition, or click New Purchase Order and choose the Vendor and, optionally, the Requisition . 2. Set Ordered At , Expected At , Tax Amount , Currency , optionally the Cost center and Department it is for (shown in Cost views), and the order lines. 3. Click Send to vendor . The vendor is notified and the order lines lock. Cancel PO cancels an order that is not yet received. 4. Receive goods 1. Click Create Goods Receipt , choose the Purchase Order and the To Location , and set Received At . 2. For each item select the PO item, quantity and Landed Unit Cost Amount (cost including freight and duty). 3. Save. Serialized items create units (you enter the serials), bulk items add stock, and reels create reels. The receipt gets a GRN code. 5. Match the bill When the vendor invoice arrives, record it under Vendors → Invoices. The PO page shows the 3-way match : PO, goods receipt and vendor invoice. Example scenario Padma Net Support needs 20 ONUs. Support lead Tanvir raises a requisition for 20 ONUs at an estimated 3,500 each with the justification \"New Mirpur customers\". The Operations head approves it. Procurement creates a purchase order to the vendor, sends it, and two weeks later receives 20 units into the Mirpur warehouse with their serial numbers. The units now appear in Assets as In stock . Tips - Always write a clear justification. Approvers read it. - Record the Landed Unit Cost so asset values and depreciation are right. - Receive partial deliveries as separate goods receipts. Troubleshooting and FAQ I cannot create a purchase order. The requisition is not fully approved yet. The receipt does not show a PO. Only sent purchase orders can be received against. I sent a PO by mistake. Cancel it before any goods are received. Related pages Vendors · Products and setup · Assets · Inventory",{"slug":490,"title":491,"group":487,"text":658},"Products and setup Define each item you buy once in the product catalog, and set up the lists (categories, brands, units, locations) that products and stock depend on. Contents: Who can use it · Asset setup · Locations · Products · Example · FAQ Who can use it Staff with the asset product, master data and location permissions. Do this setup before buying or registering anything. Where: Assets & Inventory → Asset setup , Locations , Products . The product catalog. Asset setup Organization-managed lists, with tabs Categories , Brands , Manufacturers , Units and Settings . Tab What it does Categories A tree. New root category , then Add child for subcategories. Each has a name, code and a default tracking type ( Serialized , Bulk , Measured or Capacity ). Suggests the tracking type for new products Brands , Manufacturers Simple lists. Add, edit, delete Units Add unit for units of measure such as Metre or Piece, used by bulk and measured products. \"In use - cannot delete\" appears for units already used Locations Locations is a tree: region, branch, warehouse, zone and so on. Warehouse, office and client site are all just location types, so every transfer is a clean from and to. Button What it does New root location Adds a top-level location Add child Adds a place inside another Change status Activates or deactivates View Opens the location with what is stored there Delete Removes a location after you confirm Products Product Catalog lists every asset, consumable and service you buy, defined once. 1. Click New product . 2. Enter Product name and a code, and choose the Category , Brand , Manufacturer and an optional Default vendor . 3. Choose the Tracking type . This decides how each unit is represented, and it cannot change after units exist. Tracking type Use it for How it is tracked Serialized Routers, ONUs, laptops One record per unit with a unique serial, status and history Bulk Connectors, patch cords A quantity per location Measured Fiber or cable reels Cut by start and end meter reading; the remaining length is deducted automatically Capacity Upstream bandwidth Committed capacity 4. For serialized products, add Extra identifiers (for example MAC address or PON serial) and a Default warranty . 5. Set the Reorder level , Depreciation method , Useful life months , optionally Salvage % and Declining rate % (see Depreciation), and Default origin (how units usually enter). 6. Click Create new product . No cost is entered here; cost is recorded when you purchase. A product page shows Total units , In stock , Assigned , On hand , Remaining , specifications, Units , Purchase history and an activity timeline. Danger zone → Delete product hides it from lists; existing units keep their history. Example scenario Padma Net Support adds a category \"Network → Routers\" (Serialized), a brand \"Mikrotik\", and the product \"Mikrotik RB5009UG+S+IN\" with MAC address as an extra identifier and a 12-month default warranty. For fiber it adds \"FTTH Drop Cable 1 km\" as Measured with the unit Metre. Tips - Pick the tracking type carefully: it cannot change once units exist. - Keep category codes short and consistent. - Build the location tree to match how you really store things. Troubleshooting and FAQ I cannot change the tracking type. Units already exist for the product. Create a new product instead. I cannot delete a unit of measure. It is in use by a product. Related pages Assets and assignments · Inventory · Procurement · Vendors",{"slug":529,"title":530,"group":487,"text":660},"RFID, GPS trackers and IT discovery Connect hardware to your asset register: RFID tags and readers to count a room in seconds and catch items leaving through a door, GPS trackers to see your vehicles and equipment on a map, and a small discovery agent that reports every computer's hardware and installed software. Contents: Who can use it · Device keys · RFID tags · RFID readers · Counting a room with RFID · Door-gate alerts · GPS trackers · Live map and history · Geofences · Distance and maintenance · IT discovery · Software and licenses · Example · FAQ Who can use it - RFID : people who see scan audits see readers, reads and gate alerts; people who run scan audits add readers, tag assets and acknowledge alerts. - GPS : people who see meter readings see trackers, the live map and history; people who record meter readings add trackers and geofences and acknowledge alerts. - IT discovery : people who see software licenses see discovered computers and software; people who update licenses link and ignore computers. - Device keys : people who update assets create and revoke device keys. Available on every plan. Your administrator can change access under roles. Device keys Readers, tracker gateways and the discovery agent send their data with a device key instead of a person's sign-in. 1. Open Assets → Device keys and click New key . 2. Give it a Name (for example \"Head office gate reader\") and choose what it is for: RFID readers , GPS trackers or IT discovery agent . 3. Copy the key at once. It is shown only this one time; 9bx keeps only a fingerprint of it. A key only works for its purpose and only for your workspace. If a key is lost or a device is stolen, click Revoke ; everything using that key stops at once. Make a new key and put it on the devices you still use. The list shows when each key was last used. RFID tags An RFID tag carries a code (its EPC) that a reader picks up from a distance, without seeing a label. - One asset : open the asset and click RFID tag , then type or scan the tag code. Spaces and small letters are fine; 9bx stores it in one standard form. - Many assets : Assets → RFID → Tag assets takes a list of asset tags with their RFID codes (for example the file your label printer produced while encoding tags). Each row shows whether it worked. A tag can be on only one asset. You can also add or change it in the asset form under identifiers ( RFID Tag (EPC) ). Once tagged, the RFID code works everywhere a code is accepted: the scan page, scan audits and the phone app. RFID readers Add each reader under Assets → RFID → Readers : - Name and Reader ID : the ID the reader (or the software in front of it) sends with each read. - Kind : - Handheld : carried around. A handheld that types into the screen (keyboard mode) needs nothing more: open a scan audit and pull the trigger. A Bluetooth handheld works through the phone app. - Fixed (room) : mounted in a room or store; reads go into that room's open scan audit. - Door gate : at an exit; records every tagged item that passes and raises an alert when it should not leave. - Location : the room a fixed reader watches, or the place a door gate guards (required for a gate). - Feed scan audits : on by default for handheld and fixed readers. Readers that post their reads use a device key for RFID readers . Reads from a reader that is not in the list, or is switched off, are ignored. Last seen shows when the reader last sent something. Assets → RFID → Reads lists recent reads; tick Unknown tags only to find tags that are on no asset yet (handy before tagging). Counting a room with RFID 1. Start a scan audit for the room as usual ( Assets → Scan audits → Start audit ). 2. Either walk the room with a handheld reader on the scan page, or let the room's fixed reader do it: its reads go into the open audit automatically. 3. Watch Found , Missing , Extra and Unknown fill in, then close the audit as usual. A tag read twice counts once. If a reader sends the same reads again, nothing is counted twice. Door-gate alerts When a tagged item passes a Door gate reader, 9bx records the passage (the same item within one minute is one passage) and checks whether it may leave. It may leave when it is: - checked out to someone, or booked for that time, - at a customer, in transit, out for repair, sent back to the vendor, or disposed. Anything else, for example an item still In stock , raises an alert: people who manage RFID get a notification and an email, and the asset's history shows Passed a door gate . Open Assets → RFID → Gate alerts . Filter Alerts , Acknowledged or Allowed . Click Acknowledge on an alert and add a note (for example \"Taken to the client, paperwork late\"). GPS trackers Add trackers under Assets → GPS → Trackers : - Name and Device ID : the ID the tracker reports with, usually its IMEI or the unique ID set in your tracker gateway. - Asset : the vehicle or equipment it is fitted to (one active tracker per asset). - Feed the km meter : on by default (see Distance and maintenance). - Starting odometer (km) : optional, if the tracker does not report its own odometer. Positions reach 9bx in one of two ways, both with a device key for GPS trackers : - A tracker gateway : most trackers speak their maker's protocol to a gateway server. Point the gateway's position forwarding (JSON) at the address shown under Assets → GPS → Connect , with the device key as a header. - A vendor platform or your own software : post positions in the simple format shown on the same page (device ID, latitude, longitude, time, and optionally speed, heading, odometer, ignition). Positions from devices that are not in the list are ignored. A position sent twice is stored once. Live map and history - Assets → GPS → Live map shows every active tracker at its last position, with speed, ignition and when it last reported. A tracker that has not reported for 10 minutes shows as Offline . - Click a tracker and choose History for its track between two times (up to 31 days at",{"slug":511,"title":512,"group":487,"text":662},"My assets, requests and problems Every employee can see the items they hold, ask for an item, and report a problem with one. The asset team decides requests, hands items over and works the problems. Contents: Who can use it · My assets · Ask for an item · Decide and hand over · Report a problem · New hires · Example · FAQ Who can use it - Everyone signed in to the workspace: their own items, requests and problem reports. No extra role is needed. - The asset team : people whose role lets them see, approve or hand over asset requests, and see or work reported problems. Roles that could already assign assets get these automatically. My assets My assets lists what you hold now: the asset tag, the item, its serial number, condition, warranty end and the date you received it. Items you returned are not shown. Book a shared item Under My bookings you can book a shared item such as a projector or a vehicle for a time slot. See Booking shared items. Ask for an item 1. Open My assets and choose Request an item . 2. Pick the exact item (for example \"ThinkPad 14\"), or only the kind of item (for example \"Laptops\") when any model will do. 3. Enter how many, why you need it and, if it matters, the date you need it by. 4. Send it. The request shows Waiting for approval . If your organization has an approval flow for asset requests (set up in Approvals , request type Asset request ), the request follows that flow and each approver decides in their inbox. Without a flow, the asset team gets a notification and decides directly. While it waits you can Withdraw it. You are notified when it is approved or rejected, with the approver's note. Decide and hand over (asset team) The Asset requests list shows every request with its status: Waiting for approval , Approved , Handed over , Rejected , Withdrawn or Cancelled . - Approve or Reject (a reason is required to reject). Nobody can decide their own request. When an approval flow is running, your decision counts as your step. - Hand over an approved request: choose an item that is In stock . For a request naming an exact item, only that item's units can be chosen. The item is assigned to the person, exactly as with Assign on the asset page, and its history shows the request. For bulk items you can hand over without choosing a unit. - Cancel an open request that is no longer needed. Report a problem 1. In My assets , open the item and choose Report a problem . 2. Choose what is wrong ( Not working , Damaged , Lost , Stolen or Other ) and describe it. 3. Send it. The asset team is notified and the item's history records the report. You can only report a problem with an item you hold. The asset team moves the report to In progress , then Resolved or Closed , and can record the item's new condition at the same time. New hires get their items automatically In HR → Onboarding → Templates , a checklist task can name the items a new hire should receive (for example a laptop and a headset). When onboarding starts for a person with a sign-in account: - one approved request is created for each item; - when a unit of that item is In stock , it is handed over at once; - otherwise the request waits in Asset requests for the asset team. Starting the same onboarding again never creates the requests twice. When someone leaves, the offboarding checklist lists what they still hold and each item is returned from there. Example scenario Karim, a support agent at SaltSync, needs a second monitor. He opens My assets , chooses Request an item , picks \"Dell 24 Monitor\", writes \"Second screen for ticket work\" and sends it. Nadia in the stores team approves it, then chooses Hand over and picks unit \"MON-0107\". Karim now sees the monitor in My assets . A month later its screen flickers; Karim reports Not working , Nadia sets it to In progress , swaps the cable and marks it Resolved . Tips - Ask for the kind of item when the model does not matter; the asset team can then hand over whatever is in stock. - Keep problem descriptions short and specific: what happens, since when. Troubleshooting and FAQ I cannot choose an item when handing over. Only items In stock can be handed over. Units that are assigned, in repair or disposed are not offered. The request did not reach me as an approver. When an approval flow applies, the request goes to that flow's approvers instead of the whole asset team. A new hire received no items. The person needs a sign-in account when onboarding starts, and the checklist task must name the items. Related pages Assets and assignments · Licenses, contracts, bookings and kits · Tags, labels and scanning · Alerts, import and export",{"slug":514,"title":515,"group":487,"text":664},"Tags, labels and scanning Print a label for every item and scan it with a phone camera to open the item, hand it out, take it back or confirm it during an audit. Contents: Who can use it · The codes · Print labels · Scan an item · Example · FAQ Who can use it Anyone who can see assets can view codes, print labels and scan. Recording an audit scan needs permission to update assets. The codes Each asset has two codes, both made from its Asset tag : - a QR code holding a link to the item. A phone camera opens the item straight away in 9bx (after signing in); - a barcode (Code 128) holding the asset tag itself, read by a handheld barcode scanner or the camera on the Scan page. Both appear on the asset page and on the printed label. Print labels 1. On the Assets list, select the items (up to 300 at a time). 2. Choose Print labels . 3. Pick the layout: Sheet (A4, many labels per page) or Single (one small label per page, for label printers). 4. Pick what to print: QR code , Barcode or Both . 5. Download the PDF and print it at 100% scale. Each label shows the code(s), the asset tag, the item name, the serial number and your organization's name. Scan an item Open Scan and point the camera at a label, or type a code. 9bx finds the item by its label link, asset tag, serial number or any identifier you recorded (MAC address, IMEI and so on). The camera on a phone or laptop reads QR codes and common barcodes: EAN-13, EAN-8, UPC-A, UPC-E, Code 128, Code 39, ITF, Data Matrix and PDF417. So you can also scan the maker's barcode on a box or the serial-number barcode on a device. Hold the code inside the frame; a short beep (and a buzz on phones) confirms each read. Use the flashlight button in dim rooms and the switch button to change cameras, when your device has them. The item opens with the actions that make sense for it: - In stock : Check out (assign) or Audit . - Assigned : Check in (return) or Audit . - Anything else: Audit . Audit records \"seen here, now\" in the item's history, with the location if you choose one. Use it while walking a store or a site. Example scenario Nasrin labels the Mirpur store. She filters Assets by the Mirpur location, selects all 80 items, prints a Sheet with Both codes and sticks the labels on. During the quarterly check she scans each item with her phone and taps Audit ; items she never scanned stand out in the history. Tips - Keep asset tags short and plain (letters, digits, dashes) so barcodes stay small and easy to scan. - Laminated or polyester labels last longer on outdoor equipment. Troubleshooting and FAQ The scan says the item was not found. The code is not an asset tag, serial number or identifier of this organization, or the item was deleted. The barcode does not scan. Print at 100% scale; shrinking the page makes the bars too thin. Related pages Assets and assignments · My assets, requests and problems · Maintenance, audits and disposals",{"slug":502,"title":503,"group":487,"text":666},"Transfers Move stock between warehouses, offices and client sites with confirmation from both sides. Who can use it Staff with the transfer permissions. Where: Assets & Inventory → Transfers . The Transfers list. The screen The list shows each transfer with its route, Handled By and status: Draft , Dispatched , In transit , Received , Partial or Cancelled . Button What it does New transfer Opens the new-transfer form Dispatch Sends the stock. Units go In transit Receive Confirms the destination received it Delete Removes a draft Step-by-step Create and dispatch 1. Click New transfer . 2. Choose the origin and destination locations and add a note. 3. Add items: select a product and quantity, or select a specific asset, or a reel. You must add at least one item. 4. Save as a draft, then click Dispatch . Receive 1. At the destination, open the transfer and click receive. 2. Confirm the quantities. Add notes if something differs. 3. Confirm. Serialized units move to the destination location. How it works It is a two-party transfer. When dispatched, serialized units are in transit until received. Each unit's location changes on dispatch and again on receipt, and is recorded in its history. If you sent 10 but 9 arrived, the mismatch is caught at receipt and the transfer shows Partial . Example scenario Padma Net Support moves 15 routers from the Mirpur warehouse to the new Uttara office. Nasrin creates the transfer and dispatches it. The Uttara manager receives 14 and notes that one was missing. The transfer shows Partial with the note, and the missing unit stays traceable. Tips - Dispatch only when the goods physically leave. - Receive the same day so stock levels stay correct. Troubleshooting and FAQ I cannot edit a dispatched transfer. Only drafts can be changed. Receive it, then create a new transfer if needed. A unit is stuck in transit. The destination has not confirmed receipt. Related pages Inventory · Assets · Products and setup",{"slug":505,"title":506,"group":487,"text":668},"Vendors Keep your suppliers and upstream providers, and everything you owe or are owed: invoices, payments, credit notes, returns and warranty claims. Contents: Who can use it · Vendors · Invoices and payments · Credit notes · Vendor returns and warranty claims · Example · FAQ Who can use it Staff with the vendor, invoice, payment, credit note, return and warranty permissions. Where: Assets & Inventory → Vendors , with tabs Vendors , Invoices , Payments , Returns , Warranty claims , Credit notes . The Vendors page. Vendors Suppliers and upstream providers, with a running payable ledger. 1. Click New vendor . 2. Enter the name (unique in your organization), Contact person , phone, email and address. 3. Choose payment terms ( Net 15 , Net 30 , Net 45 or Cash on delivery ) and the currency. Bandwidth providers are often billed in USD. 4. Enter the Opening balance (the amount already owed at go-live). 5. Tick Bandwidth provider if upstream or IIG links bill into this ledger monthly. Click Add new vendor . A vendor page has Ledger , Purchase orders , Returns and Contacts . The ledger lists every bill, payment and credit note with a running balance. The balance is what you owe. Invoices and payments Invoices 1. Click Make invoice . Choose the vendor and purchase order or goods receipt, then enter the invoice number, Invoice date , Due date , lines and VAT \u002F tax . 2. Attach the scan or delivery challan. 3. Click Match to compare the invoice with the PO and goods receipt ( 3-way match ). The status shows Matched or Unmatched . 4. An approved invoice posts a bill to the vendor ledger. That creates the payable. Payments 1. Click Record payment . 2. Choose the vendor and, optionally, an invoice. Enter the amount, currency, Payment Method , Paid At and a reference. 3. Save. A credit posts to the ledger and the invoice's Outstanding falls. Credit notes New Credit Note records money a vendor owes you, for example after a return. Open it and use Apply to set it against an invoice. Applied credit reduces the payable. Vendor returns and warranty claims Returns (RMAs) send faulty items back. 1. Click New Return , choose the vendor and add the asset lines. 2. The return shows Covered (under warranty, the vendor bears the cost) or Not Covered (repair or replacement is chargeable). 3. Click Send to Vendor (you cannot edit it afterwards), then Resolve when settled, or close it. Warranty claims are raised against a unit's active coverage. 1. Click New warranty claim . 2. Select the asset, the linked vendor return and describe the Issue . Click Raise claim . 3. Submit it, and later Resolve it. Resolved claims cannot be edited. Example scenario An ONU fails after four months. Nasrin opens the asset, sees warranty until next year, and creates a New Return to the vendor ( Covered ). She sends it, then raises a warranty claim on the same asset. When the vendor sends a replacement, she marks the claim Resolved . The vendor issues a credit note for the faulty one, which she applies to the open invoice. Tips - Enter the opening balance carefully. The ledger starts from it. - Match every invoice before paying it. - Raise warranty claims promptly. Coverage ends on the date set on the asset. Troubleshooting and FAQ The return says Not Covered. The unit's warranty has expired or none was recorded. Check the asset's Warranty coverage . I cannot edit a sent return or resolved claim. They lock by design. Related pages Procurement · Assets · Products and setup",{"slug":526,"title":527,"group":487,"text":670},"Work orders, scan audits, reports and customer equipment Give maintenance jobs to your technicians and see what they cost, walk a room or a store with your phone to find what is missing, read the asset reports, and (for internet providers) track the ONUs and routers installed at your customers and the cable used in each area. Contents: Who can use it · Work orders · My work orders (technicians) · Meter-based maintenance · Scan audits · Reports · Customer equipment · Cable usage by area · Example · FAQ Who can use it - Work orders and meter readings : people who manage maintenance schedules see, create and complete work orders and record meter readings. - My work orders : every technician sees the jobs given to them, without any extra access. - Scan audits : people who run stock counts start, scan and close scan audits. - Reports : people who see cost views or purchase orders see the asset reports. - Customer equipment : people who see assets see the list; people who assign assets install and recover equipment. Your administrator can change this under roles. Work orders Open Assets → Work orders and click New work order . - Asset , Title and Description of the job. - Kind : Preventive maintenance , Repair , Inspection or Installation . Priority : Low, Normal, High or Urgent. - Technician , Due on and an optional Labour rate per hour. The technician is notified. A work order moves through Open → In progress → Completed ; it can be put On hold and resumed, or Cancelled with a reason. While it is open you can add: - Parts : the item, quantity and unit cost. Choose a Store to take the parts out of that store's stock (you cannot take more than is there). Removing a part puts it back. - Time : minutes worked and the day. Labour cost = hours × labour rate. Click Complete , write what was done and, for meter-based maintenance, the meter reading. Parts plus labour are saved as one running cost of the asset (a repair for the Repair kind, otherwise maintenance), so it shows in the asset's total cost and in cost views. A completed work order can no longer change or be deleted. Overdue work orders are marked in the list. Filter by status, technician, asset, kind, priority, or Unassigned . My work orders (technicians) Open My work orders on your phone or computer. You see only the jobs given to you. Open one to Start , Hold or Resume it, add parts and time, and Complete it. Meter-based maintenance Some equipment is serviced by use, not by date: a generator every 250 running hours, a vehicle every 5,000 km. In a maintenance schedule set: - Meter : Running hours or Kilometres , Every (for example 250) and Next due at (for example 250). - Open work orders automatically (on by default) and a Default technician . Record readings on the asset's Meters tab ( Record reading ). A reading can never be lower than the last one. The schedule is due when the date comes (a work order opens 7 days before) or when the meter reaches the next-due value, whichever comes first. Each schedule has at most one open work order. Jobs with no technician are announced to the people who assign work orders. When the work order is completed, the schedule moves on: next date = completion + its interval in days, next meter = the reading at completion + its interval. Scan audits Use a scan audit to check a room, store or office. 1. Open Assets → Scan audits and click Start audit . Choose the Location and whether to include the places inside it. The expected list is every in-stock or assigned asset there at that moment. 2. Open the scan page on your phone and scan the tags with the camera, a handheld reader, or type the tag or serial number. Scans made without signal are sent when you are back online. Scanning the same tag twice does no harm. 3. Each scan says Found (expected here), Extra (it belongs somewhere else) or Unknown (no asset has that code). 4. Follow the lists Found , Missing (expected but not scanned yet), Extra and Unknown . 5. Click Close . You can Move the extra items here and Mark missing in-stock items as lost . Missing items that are assigned to people are only listed. Reports Open Assets → Reports : - Asset age : how many assets are under 1 year, 1–2, 2–3, 3–5 and 5+ years old, and the average age per category. - Idle assets : in-stock items nobody has used for a number of days (90 by default), with how long each has been idle. - Vendor performance : per vendor, orders and their value, how many arrived by the expected date, average delay and lead time, and returns. - Spend : purchases and running costs in a period against the same length of time just before, by vendor, category or cost center, with a month-by-month trend. - Work orders : opened, completed, overdue now, average time to complete, labour hours and costs per technician, and the assets that needed the most jobs. - Cable usage by area : see below. Reports cover the last 12 months unless you pick dates (up to three years at a time). You can also build your own reports in the report builder with the datasets Assets , Asset work orders , Asset running costs , Purchase orders and Reel usage . Customer equipment For internet providers: track the ONU, router or other device installed at each subscriber. Open Assets → Customer equipment and click Install at customer : - Device : a serial-tracked item that is in stock. - Customer : picked from your CRM customers. The Service area is the customer's area unless you choose another. - Service ID (for example the PPPoE user), Address and Installed on . - Cable (optional): the reel and the metres used. This is issued from the reel in the same step and counted for that customer and area. The device's status becomes At Customer . A device can be at one customer at a time. The customer's page shows their equipment. When the service ends, click Recover : choose the condition and the store it comes back to, or tick Not recovered to record it as lost. The summary shows how many devices are at customers per area and per item, ",{"slug":292,"title":293,"group":293,"text":672},"Contacts (PhoneBook) Everyone your team talks to, in one shared address book: clients, leads, staff, vendors and everyone else. Guide What it covers Contacts The list, groups, favourites, creating and viewing a contact, sharing, recently deleted Importing, exporting and merging contacts Import from a phone or spreadsheet, export, find and merge duplicates Where: CRM → Contacts . Contacts are the shared address book of the whole organisation. A client is a business record (tickets, deals, billing); a contact is a person or company with phone numbers and emails. A client can be linked to a contact: the client page shows Open in Contacts . Related: Clients · Search and favourites",{"slug":299,"title":300,"group":293,"text":674},"Importing, exporting and merging contacts Bring contacts in from a phone or spreadsheet, take them out as vCard, CSV or Excel, and clean up people saved twice. Contents: Import · Export · Find and merge duplicates · Example · FAQ Who can use it Staff with the contact import , export and merge permissions respectively. Where: CRM → Contacts , buttons Import , Export and Duplicates . Import contacts Import from a phone's contacts export (.vcf) or a spreadsheet (CSV, Excel). 1. Click Import . On a phone, create the file with Contacts → Settings → Export (a .vcf file). 2. Choose file: drop a .vcf, .csv or .xlsx file (up to 10 MB) and click Continue . \"n contact(s) found in {file}\" confirms the count. 3. Check columns: for each column of your file choose what it holds (\"Import as\"), or Do not import . 9bx guesses from the headings; check the first rows. 4. Set Options : for someone already in the PhoneBook (matched by phone number or email) choose Skip them (recommended) or Add them again anyway ; and optionally Also put everyone in this group . 5. Click Import n contact(s) . When done, Import finished shows Added , Already there and Failed . Failed rows are listed with their row numbers (\"Rows that were not imported\"). 6. Go to contacts . Export contacts Click Export and choose vCard (.vcf) for phones , CSV or Excel (.xlsx) . The file contains the contacts you may see. Find and merge duplicates 1. Click Duplicates (\"People who may be saved more than once\"). 2. For each suspected group, choose the one to keep: \"Choose the one to keep; the others are merged into it.\" 3. Click Merge into the chosen one . You see \"Merged\". 4. \"No duplicates found - Nobody looks like they are saved twice\" means the list is clean. Back to contacts returns to the list. Example scenario A manager gets a new phone book from a partner: a spreadsheet of 120 rows. She imports it into the group \"Partners 2026\", skipping people already saved. Eight rows fail for bad numbers; she fixes them and re-imports. Then she runs Duplicates , finds that \"Md. Karim\" was saved twice, and merges them. Tips and FAQ - Always choose Skip them first; it avoids creating duplicates. - Export a vCard before a big cleanup so you can restore from it. - The import stopped. Check your connection and try again; rows already added are skipped the second time. - A number failed to import. It may already belong to another contact or be in a wrong format. Related pages Contacts · Client import",{"slug":296,"title":297,"group":293,"text":676},"Contacts Your shared address book: find, group, share and call anyone your team deals with. Contents: Who can use it · The Contacts page · Sidebar · Create a contact · The contact page · Groups · Delete and restore · Example · FAQ Who can use it Staff with the contact permissions: view, create, update, delete, import, export, merge, and (separately) manage groups. Each button appears only if you hold the permission. Where: CRM → Contacts . The Contacts page. The Contacts page Element What it does Table Name , Phone , Email , In 9bx (shows whether the person is also a client or a user) and Actions Letters Jump to letter to move through a long list Star Add to favorites \u002F Remove from favorites Private pill The contact is visible only to its owner Duplicates Finds people saved more than once (Merge duplicates) Import Import contacts Export vCard (.vcf) for phones , CSV or Excel (.xlsx) New contact Create a contact Row actions Open , Edit , Delete (in Recently deleted: Restore or Delete forever ) Selection bar Tick contacts to see \"n selected\" with Add to group , Remove from this group and Clear The sidebar Item Meaning All contacts Everyone you can see Favorites Contacts you starred Contact groups Your groups ( Groups heading, New group , group actions, Delete group ) Show departments \u002F Hide departments Show the staff directory by department Recently deleted Deleted contacts stay here for 30 days Create a contact 1. Click New contact . 2. Choose This is a Person or Company or office . Add a Photo . 3. Enter First name , Last name and optionally Nickname . Open \"Prefix, middle name, suffix, phonetic name\" for more; the phonetic name (\"How to find a Bangla name when typing in English\", for example Mahbub Rahman) makes a Bangla name searchable in English. 4. Under Phone and email add Phone numbers and Emails with Add phone and Add email . The starred one is used first ( Make primary ). Choose a label such as Mobile, Work, Home. 5. Under Messaging and social add WhatsApp, Telegram, Facebook, IMO or LinkedIn, and Websites . 6. Under Work add Company and Job title ; under Addresses add house and road, area or thana, city or district and postcode. 7. Add Dates (birthdays, anniversaries; the year can be unknown) and Related people . 8. Under Groups, sharing and notes pick Groups , choose Who sees this contact : Everyone in the organization or Only me , and add notes. 9. Click Create contact . If a number or email is already saved on another contact you see \"This {kind} is already saved ... belongs to {contact} right now.\" Choose Same person - open to open the existing contact, or Move it here if the number now belongs to this person; the old contact keeps it as a previous number and their earlier calls stay with them. The contact page Shows Reach (phones and emails, primary first, Call and Send message buttons), Messaging , Website , Company , Addresses , Dates and people and Calls (the call history with this contact; \"No calls with this contact yet\" if none). Previous numbers and emails are kept so old calls stay with the right person. Numbers held by someone else lists numbers this contact was given that another contact already has, with Move here . A client or lead linked to the contact appears in the In 9bx column. Groups 1. In the sidebar click New group . 2. Enter a name (for example \"Fiber installers\"), choose a Colour and Who sees it : Everyone or Only me . 3. Click Create group . 4. Tick contacts in the list and use Add to group to put them in. Deleting a group does not delete its contacts; they stay in the PhoneBook. Delete and restore Delete moves a contact to Recently deleted , where it stays for 30 days. From there choose Restore , or Delete forever (cannot be undone). Example scenario A Dhaka ISP keeps its installer partners in the PhoneBook. The office manager creates the group \"Fiber installers - Mirpur\" shared with everyone, imports 40 numbers from a spreadsheet, and stars the two most reliable teams. When a call comes in from a saved number, the agent sees the name instead of a bare number. Tips - Mark personal numbers as Only me . - Fill the phonetic name for Bangla names so colleagues can find them by typing in English. - Use favourites for the contacts you call daily. Troubleshooting and FAQ I cannot find the Duplicates, Import or Export buttons. You lack the merge, import or export permission. Cannot add a number: \"already saved\". Another contact has it. Open that contact, or move the number here. I deleted a contact by mistake. Open Recently deleted within 30 days and Restore it. Contacts have no Privacy menu. At present export and erase of personal data are available from the client and lead pages (Privacy and GDPR). Related pages Importing, exporting and merging contacts · Clients",{"slug":219,"title":220,"group":220,"text":678},"CRM Everything you need to find, win and look after customers: clients, leads, deals, quotes and the automation and privacy tools around them. How the CRM fits together A typical journey: a lead arrives (a call, a web form, an ad) and is scored and assigned. A salesperson follows up with tasks , sequences and meetings, then creates a deal in a pipeline, adds line items and sends a quote . When the deal is won the lead becomes a client , whose record gathers calls, emails, tickets and notes on one timeline. Workflows automate the routine steps, and the privacy tools keep personal data under control. Menu map The full menu in the current layout, with every settings page, is in the Menu map. Menu item Guide CRM → Clients Clients, Client import, Custom fields, Sync connections and Developer API CRM → Companies Companies CRM → Contacts Contacts CRM → Leads Leads CRM → Deals Deals CRM → Sequences Sequences CRM → Quotes Quotes and products CRM → Sales targets Sales targets CRM → Sales commission Sales commission CRM → Companies → Enrich \u002F Enrichment Contact enrichment Settings → Developer API (Zapier, Make) Zapier and Make CRM → CRM settings → General CRM setup ... → Pipelines & lost reasons Deals ... → Workflows Workflows ... → Products Quotes and products ... → Lead scoring Lead scoring ... → Territories Territories ... → Record sharing, Field permissions Record sharing and field permissions ... → Services, Call topics CRM setup ... → Calendar & booking Calendar and booking links ... → Privacy requests Privacy and GDPR CRM → CRM settings → Tickets and service → Email (Gmail \u002F Outlook) Email sync CRM → CRM settings → Tickets and service → Web forms Customer self-service Ctrl+K, favourites, Find in menu Search and navigation Tasks, tickets, incidents and events are in Tasks & support. Plans and permissions at a glance Feature Needs Clients, companies, contacts, leads, deals, targets, services, call topics The CRM module (limits on pipelines and contacts vary by plan) Lead scoring, Sequences, Workflow automation, Email sync, Calendar and booking, AI summary and deal risk Plan features (Pro and Enterprise at the time of writing) Products and quotes Plan feature (Enterprise at the time of writing) Each button A role permission. If a menu item or button is missing, ask your administrator Plan contents can change; Settings → Plan & billing shows what your workspace includes. Platform keys Email sync and Calendar sync need a platform administrator to add the Google and Microsoft sign-in keys first. If a page says \"not set up\", that is the cause.",{"slug":277,"title":278,"group":220,"text":680},"Calendar and booking links Connect your Google or Outlook calendar so meetings land there, and share a link that lets people book a free time with you. Contents: Who can use it · Connect your calendar · Booking pages · Share a booking link · What a visitor sees · Upcoming bookings · Example · FAQ Who can use it Staff with the calendar-connection permission. Needs the Calendar sync and booking links plan feature (Pro and Enterprise at the time of writing). A platform administrator must have set up Google and Microsoft sign-in. Where: CRM → CRM settings → Calendar & booking . Connect your calendar 1. Open Calendar & booking , section Your calendar . 2. Click Connect next to Google or Outlook and sign in. 3. When done you see \"{provider} calendar connected. Syncing has started.\" 4. Choose your options: - Send my CRM events to this calendar : events you own appear in your calendar and stay in step. - Import meetings with my clients : calendar events that include a client's email become CRM events. 5. Use Sync now , Connect again (after an error) or Disconnect as needed. The panel shows the Last sync time. Booking pages A booking page is a public link for one type of meeting. Field Meaning Title For example \"Intro call\" Description Shown to the visitor Location or meeting link Google Meet link, office address and so on Your timezone Times are shown in the visitor's own timezone too Meeting length (minutes) Duration Start a slot every (minutes) How often a new time is offered Buffer before \u002F after (minutes) Gap kept free around each meeting Minimum notice (minutes) 240 means no bookings in the next 4 hours Bookable days ahead How far in the future people can book Most meetings per day Leave empty for no limit Working hours For each weekday, the hours you accept bookings, or Unavailable Accepting bookings Turn off to pause the link without deleting it Share a booking link 1. Click New booking page . 2. Enter the title, length and your working hours, for example Sunday to Thursday, 10:00 to 17:00, a 30-minute length and 15 minutes buffer after. 3. Click Save : \"Booking page created\". 4. On the page's card click Copy link , then paste it into an email, a WhatsApp message or your website. 5. To pause it, edit the page and turn off Accepting bookings (the card shows Paused ); Delete removes it and stops it working at once. Meetings already booked stay. What the visitor sees The visitor picks a day and time, enters Your name , Email , Phone and notes, and clicks Confirm booking . They get a confirmation email with a calendar file and a link to Cancel or reschedule . If the time was taken a moment before, they see \"That time was just taken. Please pick another.\" Too many attempts show \"Too many attempts. Please try again later.\" The booking appears in your calendar and in the CRM as an event. Upcoming bookings The Upcoming bookings list shows each booking. Cancel opens \"Cancel this booking?\" and emails the person that the meeting is cancelled. Example scenario Sales executive Nusrat shares a 20-minute \"Corporate demo\" link in a WhatsApp message to Tahmina Akter. Tahmina picks Tuesday 11:00. The meeting shows in Nusrat's Google Calendar and in her Events page, and a sequence step \"Meeting booked\" stops any further follow-up for that lead. Tips - Use buffers so back-to-back demos do not overrun. - Set a Most meetings per day limit to protect your day. Troubleshooting and FAQ \"Not set up on this platform yet. Ask your administrator.\" Ask 9bx support to turn on Google or Microsoft sign-in for the platform. \"That connection link was not valid or has expired.\" Start again with Connect . Status \"Needs attention\". Use Connect again . The link says \"This link does not work\". The page was deleted or is paused. Related pages Events and calendar · Sequences · Leads",{"slug":226,"title":227,"group":220,"text":682},"Client import Bring clients in from a spreadsheet (CSV or Excel) in three guided steps, with a safe preview before anything is saved. Contents: Who can use it · Prepare your file · Import step by step · Options explained · Example · FAQ Who can use it Staff with the client import permission. Where: CRM → Clients → Import . The page says \"Back to clients\" at the top. Prepare your file - A CSV or Excel file, up to 10 MB and 10,000 rows . If it has more rows, only the first 10,000 are imported. - The first row must hold the column names . - A file exported from the client list imports back as it is. - Every client needs a name: map either First name or Full name . - A Company column links each client to the company of that name (capital letters and extra spaces ignored); a company that does not exist yet is created. Import step by step 1. Choose file. Drop a file on the box or click to choose it, then Continue . 2. Check columns. 9bx guesses what each column holds from its heading. Change any wrong guess, or choose Do not import for a column. Custom fields appear as \"custom field\". 3. Set the Options (below). 4. Look at First rows, checked : each row is marked New , Update , Skip or Error , with a note such as \"Updates {name} ({code})\". Nothing is saved yet. 5. Click Import n rows . You see progress (\"Importing…\") and then Import finished with counts: Added , Updated , Skipped , Failed . 6. If rows failed, use Download failed rows (CSV) , fix them and use Import another file . Go to clients returns to the list. Choose another file at any time to start over. Options explained Option Choices A row that is already a client (matched by client number, email or phone, in any branch) Skip it (recommended) , Update the client with the row , Add it as a new client anyway Branch for new clients Pick a branch. Empty means the branch you are working in Example scenario A small ISP in Chattogram exports 3,200 subscribers from its old billing tool. The file has columns \"Customer ID\", \"Name\", \"Mobile\", \"Zone\". The admin maps Customer ID to Unique number, Name to Full name, Mobile to Phone and Zone to a custom field \"Zone\". She chooses Skip it for existing clients, checks the preview, imports, and downloads 12 failed rows with invalid phone numbers to fix. Tips - Run the import with Skip it first; use Update only when the file is the newer truth. - Create custom fields before the import so you can map columns to them (Custom fields). - Keep the failed-rows CSV and re-import only that file. Troubleshooting and FAQ \"Map a name column\". Choose First name or Full name for one of the columns. The import stopped. Check your connection and try again; clients already added are not duplicated if you keep Skip it selected. Phone numbers fail. A number can belong to one client only when the unique-phone rule is on (General setup). Related pages Clients · Custom fields · Importing contacts",{"slug":223,"title":224,"group":220,"text":684},"Clients Your customer records: contact details, activity timeline, tickets, deals, tasks and notes in one place. Contents: Who can use it · The client list · Create or edit a client · The client page · Activity timeline · AI summary · Message a client · Privacy menu · Synced clients · Example · FAQ Who can use it Staff with the client permissions (view, create, edit, delete, import, export). Individual buttons only appear if you hold the matching permission. Where: CRM → Clients . Clients are a core feature: every workspace has them, even when CRM is not in the plan or is turned off in Modules Setup. Only your role's client permissions decide who can use them. Without CRM the client page hides the CRM-only parts: the Deals and Tasks tabs, the company link and picker, territory, Enrich , the AI summary, sending email and the Open in Contacts link. Tickets, call history, notes, the activity timeline, devices and assets stay. The Clients page. The client list Column Meaning SL Row number Client Name, with photo Phone Main number Status Active or inactive Actions Info , Edit , Status (change the client status), Delete Page buttons: Button What it does Developer API Opens Sync connections and Developer API Export Downloads the list (with current filters) as CSV or Excel. Very large lists are prepared in the background and you get a notification with the download link Import Starts the client import Add custom fields Opens Custom fields New client Opens the create page Create or edit a client 1. Click New client . 2. Fill the Client Information : photo, First Name , Last Name , Unique Number (type a code or choose Generate ), Phone numbers (the starred one is used first; a number can belong to one client at a time), Emails , Tags , Area and any custom fields. 3. Click Create Client . Notes on fields: - Tags (press Enter after each, for example \"VIP\" or \"Due\") can be used by caller rules in the phone system to route calls. - Area: an outage announced for this area is played on the client's calls. - Whether two clients may share a phone number is set in General setup. The client page Open a client from the list. At the top is the client card, a Privacy menu and a Send message button. A strip below shows where the client was synced from (if any) and their Numbers (click to call), with Open in Contacts . Tab Content Overview Contact information, alternate phone, account details (unique number, source, tags), call counts Activity The timeline of everything that happened Call History Calls with this client Tickets Support tickets raised by or for the client, with Open, In progress and Resolved counts Deals The client's deals (if you may see deals) Tasks Tasks linked to the client (if you may see tasks) Notes Internal notes: Add note , edit or delete. Never visible to the client Activity timeline One chronological feed for the client, lead or deal. It combines calls, emails, chats, tickets, notes, tasks, follow-ups, events, deal stage moves, AI summaries and quality reviews. - Filter the timeline by type (Calls, Emails, Chats, Tickets, Notes, Tasks, Events, Stages, Insights). - Calls show their kind (Incoming, Outgoing, Missed, No answer, Internal). Use Play recording to listen if you have permission; otherwise you see \"A recording exists but you cannot listen to it\". - Write a note directly in the box and post it with Add note (Ctrl+Enter). - Load older activity pages back in time. AI summary A short written summary of the relationship with Refresh . It shows Sentiment (Positive, Neutral, Negative, Mixed), what is Still open and a Next step . A message \"new activity since\" tells you when it is out of date. If it shows a notice instead: \"AI is switched off\", \"Out of AI credits\" (renews next month, or add your own AI key in AI settings) or \"No AI engine available\" (ask an administrator). Message a client Send message opens the message composer with every phone number and email on file for the client, so you can send an SMS, WhatsApp or email without leaving the record. The same button exists on leads and contacts. Messaging channels are configured under Chat & Messaging → Chat settings → Messaging . Privacy menu The Privacy menu (subtitle \"Personal data (GDPR)\") offers Consent record , Export data and Erase person . It is described in Privacy and GDPR. Clients synced from other software A client that comes from your billing software shows a pill \"Synced from {connection}\" with its external ID and the time of the last sync. Name, client code, phones, email, address and status come from there; change them in the other software. \"Deleted at {connection}\" means the record was removed at the source. See Sync connections and Developer API. Example scenario Shahin, an account manager at a Dhaka ISP, opens \"Tahmina Akter - Gulshan office\". The Activity tab shows a missed call yesterday, an open ticket \"Slow speed\" and a quote sent last week. The AI summary says \"Sentiment: Mixed. Next step: call back about the speed complaint.\" Shahin clicks Send message , sends a WhatsApp, then adds a task \"Call Tahmina at 3 pm\" on the Tasks tab. Tips - Use tags for segments (\"VIP\", \"Corporate\") and the Area for outage messages. - Keep notes factual; they become part of the record that a privacy export can include. Troubleshooting and FAQ I cannot save: \"A number can be with one client at a time\". Another client already has that number, because the rule \"Client phone numbers must be unique\" is on. Open the other client or change the setting in General setup. There is no Delete button. You need the client delete permission. The Deals or Tasks tab is missing. Those tabs only show if you may see deals or tasks. Related pages Client import · Custom fields · Contacts · Leads · Deals · Privacy and GDPR · Search and favourites",{"slug":235,"title":236,"group":220,"text":686},"Companies Keep one record for each business you work with, and link the people and work that belong to it: its clients, leads, contacts and tickets. The company page then shows everything about that business in one place. Who can use it Anyone whose role can see companies. Adding, editing, linking, deleting and merging each need their own permission. Linking a record also needs the right to change that kind of record (for example, a client). Where: CRM → Companies . The list Element What it does Search box Finds companies by name, domain, email or phone Industry Shows only companies of one industry Sort Name , Newest or Most clients Counts on each row How many clients, leads, contacts and tickets the company has Add company Creates a company Find duplicates Lists companies that look like the same business, to merge them Click a row to open the company page. Company fields Field Meaning Company name Required Website and Domain The domain (for example acme.com.bd ) is taken from the website when you leave it empty. It is used to spot duplicates Industry , Employees For filtering and reports Phone , Email , Address , City , Country code Contact details; the country code is two letters, such as BD or GB Tax ID The company's tax or VAT number Owner The person responsible for the account Tags , Notes Free labels and notes A new company belongs to the branch you are working in. A company made while looking at all branches is shared by every branch. The company page - Summary cards: Open tickets (the company's own tickets and its clients'), Open deals , Won deals and Open deal value (deals of its clients and leads). - Overview: the company's details and notes. - Activity: one timeline with the calls, emails, notes, tasks, events, tickets and deal changes of all the company's clients and leads, newest first. With the right to edit companies you can also write a note on the company itself in the box at the top (type @ and a name to tell a colleague). - Clients , Leads , Contacts , Tickets: the records linked to the company, with a search box. Each row opens the record. You only see the tabs and records your role and branch allow. Link and remove records 1. Open the company and choose the Clients , Leads , Contacts or Tickets tab. 2. Click Link , pick one or more records and click Link . 3. To take a record out, click Remove from company on its row and confirm. The record itself is not deleted. A record belongs to one company at a time: linking it here moves it from any other company. When you link a client, its tickets that have no company join the company too, and every new ticket for that client is counted for the company. You can also choose the company on the client form, on the lead form and the lead details, and on a ticket's side panel ( Company field). The company of a client shows at the top of the client page. When a lead with a company becomes a client, the client keeps the company. Find and merge duplicates 1. On CRM → Companies click Find duplicates . 2. Each group shows companies with the Same name (capital letters and extra spaces ignored) or the Same domain . 3. Choose Keep on the company to keep, tick Merge on the ones to merge into it, and click Merge . 4. Confirm. Every client, lead, contact and ticket moves to the kept company, its empty fields are filled from the others, tags are joined and notes added, and the other companies are removed. Merging cannot be undone. Records in branches you cannot see move too, so nothing is left without its company. Delete a company On the company page click Delete and confirm. Its clients, leads, contacts and tickets stay, without a company. Importing and connecting other software - Client import: map a spreadsheet column to Company . Each client is linked to the company of that name; a company that does not exist yet is created. See Client import. - Developer API and webhooks: companies can be listed, created and changed through the Developer API, clients and leads can be given a company, and webhooks can tell your other software when a company is created, changed, merged or deleted. See Sync connections and Developer API. - Existing company names: if your contacts already carry company names, 9bx support can turn them into companies and link the matching contacts, clients and leads in one step (shown to you first, before anything changes). Example scenario Acme Trading Ltd. has three people who call your helpdesk. Add the company Acme Trading Ltd. with website https:\u002F\u002Facme.com.bd , then on its Clients tab link Karim, Sumi and Nadia. The Activity tab now shows all their calls and tickets together, and Open tickets tells the account owner at a glance that two issues are waiting. Later someone adds \"ACME trading ltd\" again; Find duplicates shows both under Same name , and Merge brings them back to one. Troubleshooting Problem What to check Companies is not in the menu Your role needs the permission to see companies Link is missing on a tab You need the right to change companies and that kind of record A company shows \"does not exist or is in a branch you cannot see\" It belongs to another branch; switch branch or ask your administrator Merge is not shown Merging needs its own permission",{"slug":256,"title":257,"group":220,"text":688},"Contact enrichment Fill in missing company details automatically from a business email address or a website: the company name, website, logo, social profiles and a short description. Who can use it People allowed to enrich records see the Enrich button. Administrators choose the settings. Enrich a record Click Enrich at the top of a company, client or contact. Record What happens Company Its website (or domain) is looked up; blank fields such as website, logo, social links, description, industry, phone and city are filled Client The domain of the client's email finds the company with that domain, or creates it; a client without a company is linked to it, then the company is enriched Contact The same from the contact's email; a blank company name and company link are filled Enrichment never overwrites anything someone typed: it only fills blank fields. Free mailboxes such as gmail.com, yahoo.com or outlook.com are skipped, because they say nothing about the employer. The company page shows the logo, the social links and \"Details filled automatically\". Settings CRM → Companies → Enrichment : Setting Meaning Where details come from Company website (free) reads the company's own home page. A paid company-data service can be chosen instead with your own API key ; it is off until you pick it. When the paid service finds nothing, the free lookup is used. Enrich new records automatically New companies, clients and contacts are enriched in the background just after they are saved The API key is kept encrypted and is never shown again after saving (leave it empty to keep it). Tips - Results for a domain are remembered for a week, so enriching many people from the same company is quick. - A site that is slow or down simply gives nothing; try again later. Related pages - Companies - Clients",{"slug":229,"title":230,"group":220,"text":690},"Custom fields Add your own fields (such as Zone, Router model or Installation date) to client records. Who can use it Administrators or managers with permission to manage custom fields. Where: CRM → Clients → Add custom fields . The screen A table of field groups with Group , Module , sub module, number of fields, Branch (\"All branches\" or one branch) and Status . Row actions: Edit , Status (switch on or off), Delete . Below it, a form to create a group. Field Meaning Group name A heading, for example \"Installation details\" Label The field's name Data type Text, Number, Date, Select, Email, Textarea, Phone, Radio, Checkbox, File, Image Placeholder Example text shown in the empty field (not for every type) Options For Select and Radio: the choices, added one by one Default value Used when nothing is entered Is required The record cannot be saved without it Use Add new field to add more fields to the same group. Create a group of custom fields 1. Open Clients → Add custom fields . 2. Enter the group name \"Installation details\". 3. Add a field: label \"Zone\", data type Select , options Mirpur, Uttara, Gulshan; tick Is required . 4. Add another: label \"Installed on\", data type Date . 5. Select Submit . The fields now appear on the client form, in the client import and in lead scoring rules. Tips and FAQ - Pick the data type carefully; changing it later affects existing values. - Switching a group off hides the fields without deleting their values. - My new field is not on the form. Check the group's Status is on and its branch matches your branch. Related pages Clients · Client import · Lead scoring",{"slug":241,"title":242,"group":220,"text":692},"Deals Your sales pipeline: what is being sold, for how much, and how close it is to winning. Contents: Who can use it · The Deals page · Create a deal · The deal panel · Win or lose a deal · Line items · Deal risk · Reports · Pipelines setup · Example · FAQ Who can use it Staff with the deal permissions. Pipelines & lost reasons need the deal-settings permission. The number of pipelines depends on your plan (for example 1 on Free, 3 on Starter, 10 on Pro). Line items and quotes need the Products and quotes plan feature (Enterprise at the time of writing; check Plan & billing ). Deal risk needs the AI assist feature (Pro and Enterprise). Where: CRM → Deals . The Deals board. The Deals page Element What it does Board \u002F List Board: one column per stage, drag a deal between stages. List: a table Summary Open deals , Pipeline value , Weighted value (value multiplied by stage probability) Search deals and Filters Owner, Stage, date range, minimum and maximum value; Clear filters Reports Opens Deal reports Pipelines Opens Pipelines & lost reasons setup Add deal New deal Export Download the list On each column header you see the stage name, deal count, Total value and Weighted value . A card shows the time in this stage, and a warning when \"Expected close date has passed\". If some deals are in a currency with no exchange rate, a note says \"Totals leave out deals in {currencies}\". Create a deal 1. Click Add deal . 2. Enter the Title , Value and Currency , choose the Pipeline and Stage , the Expected close date and the Owner (\"Who works this deal\"). 3. Under About , link a client or a lead and pick People involved (contacts). 4. Add a description and save. You can also create a deal from a lead (Leads) or from a client's Deals tab. The deal panel Click a card to open it. It has the title and deal number, the value with the Weighted value and probability, a stage selector, status buttons, the details (owner, expected close, contacts, created by) and two tabs: Timeline (stage moves, notes, field changes) and Activity (calls, emails and chats of the related client). Win or lose a deal - Won: marks the deal won (it moves to the won stage). - Lost: opens \"Mark deal as lost\". Pick a Lost reason (required) and add a Note , then Mark as lost . The win\u002Floss report groups by this reason. - Reopen: puts a closed deal back to an open stage. Line items Open a deal and click Line items to price it. 1. Choose Add a product (from your price list) or Add a custom line . 2. Set Qty , Unit price , Disc. % and Tax % ; the line total and the Subtotal , Discount , Tax and Total update. 3. Click Save lines , then Make quote to create a quote. 4. \"The accepted quote total updates the deal value\": when a client accepts a quote, the deal value becomes the quote total. Deal risk On the deal's activity timeline an AI card shows a Low, Medium or High risk badge. Click Why this risk level? to see the reasons, for example \"In the same stage for {n} days\", \"No contact for {n} days\", \"The latest conversations sounded unhappy\", \"The expected close date passed {n} days ago\" or \"The lead score is low\", plus a Suggested next step such as \"Call the client and address their concerns\". If the plan does not include AI assist, the card shows a notice instead. Deal reports Deals → Reports has three tabs: - Win \u002F loss: win rate, won value, average deal size and sales cycle; by owner, by month; Lost reasons . Choose a range (This month, This quarter, Last 90 days, This year, Custom) and a pipeline. Download CSV and Download lost reasons as CSV . - Forecast: open deals by expected close month (light bar value, dark bar weighted). Choose how many next months to show. Buckets include Overdue, Later and No date. - Lead sources: the leads created in the chosen range, by where they came from: Leads , Won , Lost , Became clients , Still open and the Conversion rate (won or became a client, out of all). Leads with no source are listed as \"No source\". Shown to people who can see the lead list. Pipelines and lost reasons setup CRM → CRM settings → Pipelines & lost reasons (also Deals → Pipelines ). - Pipelines: each pipeline has stages with a name, colour, a win probability used in the forecast, and a Type : open, won or lost. A pipeline needs at least one won and one lost stage. Use New pipeline , Add stage , move stages up or down, mark one pipeline Default . Only a pipeline without deals can be deleted. The page shows \"{used} of {limit} pipelines\". - Lost reasons: the list a lost deal picks from. A reason in use is switched Off instead of being deleted. Example scenario Corporate sale at a Dhaka ISP: Nusrat creates \"Meghna Garments - 100 Mbps dedicated\", value ৳450,000, pipeline Corporate, stage Proposal (probability 50%, weighted ৳225,000). She adds line items, makes a quote and sends it. The deal's risk turns Medium after 8 days of silence; she follows the suggestion and calls. The client accepts the quote, the deal value updates and she clicks Won . Tips - Set realistic stage probabilities; the forecast is only as good as they are. - Fill the expected close date so overdue deals stand out. - Always give a lost reason; the win\u002Floss report depends on it. Troubleshooting and FAQ No Line items button. You lack the products and quotes permission. \"Your plan's pipelines are used up\". Delete an unused pipeline or upgrade. Totals look too low. Deals in a currency with no exchange rate are left out of totals; the page tells you which. Related pages Quotes · Sales targets · Leads · Workflows · Clients",{"slug":283,"title":284,"group":220,"text":694},"Email sync (Gmail and Outlook) Connect your own Gmail or Outlook mailbox: emails with your clients and leads appear on their timeline, and you can write to them from the CRM. Who can use it Staff with the mailbox-connect permission. Needs the Gmail \u002F Outlook email sync plan feature (Pro and Enterprise at the time of writing). A platform administrator must also have set up Google and Microsoft sign-in for the platform. Where: CRM → CRM settings → Tickets and service → Email (Gmail \u002F Outlook) . (This item sits under Ticket setup, not under CRM setup.) Not to be confused with the support-mailbox settings for tickets, described in Ticket setup. What 9bx does and does not do - Only mail to or from people who are already in your CRM (clients, leads and their contacts) is imported. Everything else is ignored. - Mail is kept in your organisation's storage. You can mark it private or exclude addresses and domains. - Emails you send from a client, lead or deal go out through your own mailbox, in the same conversation. - You sign in with Google or Microsoft; 9bx never sees your password, and you can disconnect at any time. The screen Element What it does Connect Gmail \u002F Connect Outlook Starts the sign-in. \"Gmail and Google Workspace\" or \"Outlook, Microsoft 365 and Exchange Online\" Status Connected or Needs attention , Last sync , Emails kept Sync now Fetches new mail immediately Disconnect Stops syncing. You choose Keep the synced mail (it stays on timelines) or Delete the synced mail (emails and attachments are removed) Keep my synced mail private Only you can read it; others see nothing of it on records Track opens on emails I send Adds a tiny invisible picture to sent mail. Off by default; people may see it as tracking Track link clicks on emails I send Links in mail you send from a record go through a short redirect, so each click is counted. Off by default Never import mail from Addresses (ann@example.com) or domains (example.com) Connect your mailbox 1. Open Email (Gmail \u002F Outlook) . 2. Click Connect Gmail or Connect Outlook . 3. Sign in and accept the permissions on the Google or Microsoft page. 4. You return to 9bx; the status shows Connected and syncing starts. 5. Set your privacy options and click save (\"Email settings saved\"). Read and send mail from a record - Synced emails appear in the Activity timeline of the client, lead or deal. Open one to Read email ; private mail shows a Private badge; attachments are counted. - To write, use New email (or Reply ) on the record. Choose To , Cc , Subject , Message , then Send . You see \"Sent from {your address}\". Draft with AI can write a first version in a friendly or formal tone (needs the AI assist feature). - If you have no mailbox connected you see \"No mailbox connected\" with Open email settings . Open and click tracking Both switches are off until you turn them on, and each person decides for their own mailbox. - Opens: the email shows an Opened 2x badge on the record's timeline and in Read email once the reader's mail app loads pictures. - Clicks: every web link in the message is counted. The timeline shows Clicked 3x ; Read email lists each link with its own click count. A click also counts as an open. - Only mail you send from a client, lead or deal is tracked; synced mail you send from Gmail or Outlook itself is not. Email addresses and phone links are never changed. - The copy kept on the record shows your original links. Privacy note. Tracking tells you that a message was opened or a link was clicked, not who did it. Some mail apps and security scanners open pictures or check links by themselves, so treat the numbers as a hint. If your customers expect not to be tracked, keep the switches off, and mention tracking in your privacy notice. Example scenario Rahim, a key account manager, connects his Outlook. He excludes the domain of his own company. When Meghna Garments writes about the quote, the email appears on the client's timeline for the whole team (his private switch is off), and he replies from the client page. Troubleshooting and FAQ It says \"Your platform administrator has not set this service up yet\" \u002F \"Not set up\". Ask your administrator to contact 9bx support, who turn on Google or Microsoft sign-in for the platform. \"The mail service gave no long-lived access. Remove 9bx from your account permissions and connect again.\" Remove 9bx in your Google or Microsoft account settings, then connect again. \"The sign-in link expired.\" Start again from Connect . Status \"Needs attention\". The last sync failed; use Connect the mailbox again or Sync now . I cannot see a colleague's email. It is marked private. Related pages Clients · Leads · Privacy and GDPR · Ticket setup",{"slug":268,"title":269,"group":220,"text":696},"Lead scoring Rules that give every lead a score from 0 to 100, and decide what counts as hot, warm or cold. Contents: Who can use it · The screen · Set up scoring · Rule fields · Example · FAQ Who can use it Administrators or sales managers with the lead-scoring permission. Needs the Lead scoring plan feature (Pro and Enterprise at the time of writing). Where: CRM → CRM settings → Lead scoring , or the Scoring button on the Leads page. The screen Section What it does Scoring on Master switch Grades Warm from and Hot from thresholds. Below warm is cold. Hot must be above warm. A colour bar shows the bands Profile fit Points for who the lead is: Source , Location, Package, Requested from, Email, Phone, Service, Stage, Deal value or a custom field Engagement Points for what the lead does (see below). Quiet days take points away Add rule Adds a rule to the section Unsaved changes \u002F Discard Shown while you have edits. Saving scores every open lead again Engagement events: Answered call, Missed call, Long call (longer than a number of seconds), Chat started, Replied by text, Web form submitted, Meeting held, Moved forward a stage, and Inactive (loses points every N days). A score is kept between 0 and 100. Each rule counts as many times as it happens, up to its limit. Rule fields Field Meaning Rule is on Switch a single rule on or off Field , Condition , Value For profile rules, for example Source equals Referral. Conditions: equals, is not, contains, is filled in, is empty, is at least, is at most Custom field name When Field is Custom field Points Points added (or removed) Longer than (s) For long calls Every (days) For the Inactive rule At most (times) \u002F At most (periods) Cap on how often the rule counts Set up scoring 1. Open Lead scoring and switch Scoring on . 2. Set Warm from 40 and Hot from 70. 3. Under Profile fit click Add rule : Field Source , equals \"Referral\", Points 20. 4. Add: Field Package , contains \"Corporate\", Points 15. 5. Under Engagement add Answered call 15 points (At most 3 times), Meeting held 25 points and Inactive minus 5 points every 7 days. 6. Click save. The message \"Lead scoring saved. Leads are being scored again.\" confirms it. Then workflows can act when a lead crosses a grade (\"A lead's grade changes\"). Example scenario At a Dhaka ISP, referral leads for corporate packages start at 35. An answered call adds 15, a meeting 25: the lead reaches 75 and becomes Hot . A workflow rule assigns hot leads to the senior salesperson and creates a call task. Troubleshooting and FAQ Lead score not changing. Check Scoring on is enabled; check the specific rule is on and its limit ( At most ) was not reached; saving rules re-scores leads in the background, which can take a moment; the score changes when the lead acts or when its details change. The score keeps dropping. The Inactive rule removes points for quiet periods. \"Hot must be above warm.\" Raise Hot from or lower Warm from. I cannot find the menu item. It needs the plan feature and the permission. Related pages Leads · Workflows · Custom fields",{"slug":238,"title":239,"group":220,"text":698},"Leads Track prospects from first enquiry to customer on a status board, see how promising each one is, and convert them to clients. Contents: Who can use it · The Leads page · Add a lead · Move a lead through stages · The lead details panel · Lead score · Assignment · Enrol in a sequence · Convert · Example · FAQ Who can use it Staff with the lead permissions (view, create, update, delete). The Assignment button needs the lead-settings permission. The score badge, grade filter and Scoring button need the Lead scoring plan feature (Pro and Enterprise at the time of writing) and its permission. Enrol in a sequence needs the sequences feature and permission. Where: CRM → Leads . The Leads status board. The Leads page The page shows a Status board with one column per stage. Each card shows the lead's name, a status pill (Active or Inactive), the assigned user (\"No assigned user\" if none) and, when scoring is on, its score badge. Button \u002F control What it does Refresh Reloads the board Assignment Opens automatic assignment Scoring Opens Lead scoring setup (only when scoring is on) Add lead Opens the new-lead panel Filters: Stage , Grade Narrow the board. Grade is Hot, Warm or Cold Best score first Sort the cards by score Card actions Switch active or inactive (power icon), delete (trash icon) Drag a card Moves the lead to another stage Add a lead 1. Click Add lead . 2. Choose an existing Client (optional), or enter Name , Email and Phone (phone is required when no client is chosen). 3. Optionally choose the Service and Assigned to , pick the Stage , enter Address and a Note . 4. Save. If an assignment mode is on, an unassigned lead is given an owner automatically. You can also reach this form from the global search: press Ctrl+K , type and choose New lead . Leads also arrive from calls, web forms, integrations and webhooks. When Show lead form submissions here is on in the chat settings, each lead form submission also opens a conversation in the shared inbox; the lead's details then show Open conversation . Move a lead through stages Drag the card to the next column. A message confirms \"{name} moved to {stage}\". Stage moves feed the score and can trigger workflows. The lead details panel Click a card to open Lead details . Section What you can do Header See source, contact details, the score badge Follow-ups Add Follow-up with a Scheduled At date; mark it Complete Notes Add and remove notes Timeline The full activity feed (calls, emails, chats, notes, stage moves) Send message Open the message composer with the lead's numbers and email Add to sequence See below Convert to client See below Create deal Track a sale for this lead in the pipeline Privacy menu Consent record, export and erase; see Privacy and GDPR Lead score badge and popover When lead scoring is on, every lead shows a badge with a number from 0 to 100 and a grade colour: Hot , Warm or Cold . Click the badge to open the Lead score popover. It lists the points that made the score and the Latest changes , for example \"Answered call\", \"Meeting held\" or \"Quiet for a while\". \"No rule gives this lead points yet\" means no scoring rule matches. Rules are set in Lead scoring. Automatic lead assignment Click Assignment to decide who gets new leads that have no owner. It applies to every new lead: the form, calls, integrations and webhooks. Mode Behaviour Off New leads stay unassigned until someone picks an owner Round robin The team takes turns, one lead each, in order Fewest open leads The person with the fewest open (not won or lost) leads gets the next one Pick the Team (at least one person; only active users are picked and the order sets the turns) and save. Enrol a lead in a sequence 1. Open the lead and click the sequence button. 2. In Add to sequence choose a Sequence (only active sequences with steps appear). 3. Confirm. People already in the sequence are skipped; you see \"{n} enrolled, {n} skipped\". See Sequences. Convert a lead to a client 1. Open the lead and choose Convert to client . This creates the client record, carries over phone, address and interest, and links the history. 2. To start a sale at the same moment, tick Also create a deal . The deal starts in the default pipeline, owned by the lead's assignee, and the lead keeps its stage. 3. Confirm. You see \"Lead converted to a client, with a deal\". Example scenario A Dhaka ISP gets enquiries from a Facebook ad. A web form creates the lead \"Nasrin Sultana, Mohammadpur, 20 Mbps\". Round robin gives it to Tanvir. The badge shows 35 (Cold). Tanvir calls, she answers; the score jumps to 70 (Hot) and a workflow creates a call task. After a site visit he converts her to a client and creates a deal \"20 Mbps home connection\". Tips - Keep Assignment on so no lead waits for an owner. - Sort by Best score first in the morning and work the Hot column first. - Use follow-ups so every lead has a next step. Troubleshooting and FAQ No score badge or Grade filter. Lead scoring is off, or not in your role. See Lead scoring. The sequence button is missing. You lack the enrol permission. New leads are unassigned. Assignment is set to Off . Related pages Lead scoring · Deals · Sequences · Workflows · Clients · Privacy and GDPR",{"slug":280,"title":281,"group":220,"text":700},"Privacy and GDPR Export a person's data, erase it for good, record their consent, and keep an audit trail of every request. Contents: Who can use it · The Privacy menu · Export a person's data · Erase a person · Consent record · Privacy requests log · Example · FAQ Who can use it Each action has its own permission, so people only see what they may do: - Export data : the privacy export permission - Erase person : the privacy erase permission (usually administrators or a compliance officer) - Consent record : the consent permission - Privacy requests log: the privacy requests permission If you hold none of them, the Privacy menu is not shown. Where: - The Privacy menu (\"Personal data (GDPR)\") is on the client page and the lead details panel . - The log is at CRM → CRM settings → Privacy requests . The Privacy menu on a client page. The Privacy menu Item What it does Consent record Opens the consent panel Export data Builds a file with all personal data held about the person Erase person Permanently replaces their personal data Export a person's data 1. Open the client (or lead). 2. Choose Privacy → Export data . 3. \"Preparing the export. The download opens when it is ready.\" The file downloads automatically. If it takes longer than usual you are told \"You will get a notification when it is ready\"; open the Privacy requests log and use Download when its status is Ready . The export request is recorded in the log with who asked for it. Files are deleted after a while; the log then shows \"File deleted\". Erase a person Erasure cannot be undone. It is a two-step confirmation. 1. Open the client or lead and choose Privacy → Erase person . 2. Read the panel. Replaced or deleted: name, phone, email, address, custom fields, notes, ticket and chat text, message text, quote recipients, call numbers and recordings. Kept without the person: deals, quotes and their totals, tickets and their numbers, call rows for reports, and the consent record as proof. 3. Type the person's full name to confirm (\"Type {name} to confirm\"). 4. Enter Your password . 5. Enter a Reason , which is kept in the audit log, for example \"Asked by email on 3 June\". 6. Click Erase permanently . \"The erasure has started. You will be notified when it finishes.\" The person is also added to the do-not-contact list so nobody messages them again. Consent record The Consent record panel shows, for each purpose and channel, whether consent is Granted , Withdrawn or Not recorded . Purposes Meaning Marketing Offers, newsletters and sequences. Withdrawing stops them on that channel straight away Transactional Receipts, ticket updates and service messages Channels: Email, SMS, WhatsApp, Phone call. Use Grant or Withdraw per channel. A History list shows every change, newest first, including changes made by the system (for example an opt-out by SMS STOP). Privacy requests log CRM → CRM settings → Privacy requests lists every personal data export and erasure, for compliance. Filter by All requests , Export or Erase, and by status: Queued , Running , Ready , Completed , Needs attention , Failed , Expired . Each row shows \"Requested by {name}\", a Download link for exports, and Details with the reason. Example scenario A client, Mr Anwar, emails asking for all his data, then asks to be forgotten. The compliance officer opens his client page, chooses Export data , and sends him the file. Later she chooses Erase person , types his full name, enters her password and the reason \"Asked by email on 3 June\". The request shows in the log as Completed, and Mr Anwar is added to the do-not-contact list. Tips - Record consent when a client agrees to marketing; sequences and messages respect it. - Do the export first, check it, then erase if asked. - Erase is only available on clients and leads from their pages. Contacts in the PhoneBook have no Privacy menu at present (see Contacts). Troubleshooting and FAQ I do not see the Privacy menu. You lack all three permissions. The \"Erase permanently\" button is disabled. The typed name must match exactly (case and extra spaces are ignored) and the password field must be filled. Status \"Needs attention\". The erasure finished partly; open Details and contact your administrator. The export link is gone. Expired files are deleted; run the export again. Related pages Clients · Leads · Sequences · Contacts",{"slug":247,"title":248,"group":220,"text":702},"Quotes and products Turn a deal's line items into a professional quote, send it by email or WhatsApp, and let the client accept it online. Contents: Who can use it · Products (price list) · Make a quote · The Quotes page · The quote page · Send a quote · Quote approval · The client link · Example · FAQ Who can use it Staff with the quote and product permissions. Needs the Products and quotes plan feature (Enterprise at the time of writing; confirm in Plan & billing ). Without it the menu items are hidden. Where: CRM → Quotes for quotes; CRM → CRM settings → Products for the price list. Products (price list) Field Meaning Name What you sell SKU Your stock code Description Printed on the quote Unit price and Currency Default price Tax rate (%) Default tax on the line Active Inactive products are not offered when adding lines Use Add product , Search by name or SKU and the Active only filter. Deleting a product does not change deals that already use it. Make a quote 1. Open a deal and click Line items . 2. Add products or custom lines and Save lines . 3. Click Make quote . The quote gets a number and opens. The deal page also lists Quotes of this deal . The Quotes page A table of every quote: Quote number, Deal , Client , Total , Valid until , Made date and status: Draft , Sent , Accepted , Declined or Expired . Search by number or client. Sent quotes past their validity date become Expired automatically. The quote page Area What it does Lines The line items; Refresh lines from the deal copies the latest lines Details Prepared for: Name , Email , WhatsApp number , Valid until , Terms , Notes . Save changes PDF Downloads the quote as a PDF Send Opens the send dialog Status buttons Mark accepted , Mark declined , Mark expired , Back to draft Client link The public link: Copy link , New link , Revoke link History When it was sent, by which channels, and how it was answered Open deal , Delete quote Navigation and removal Send a quote 1. Open the quote and click Send . 2. Under Send by choose Email , WhatsApp or both. Check the Email address and WhatsApp number . 3. Edit the Subject and Message (leave the message empty for the standard text). The PDF and the link go with it. 4. Click Send quote . If a channel has no address you see \"No email address\" or \"No WhatsApp number\"; pick at least one channel that works. The status becomes Sent . WhatsApp sending needs WhatsApp to be set up under Messaging setup. Quote approval Big quotes or deep discounts can need a manager's OK before they reach the client. Which quotes need approval is set in Approval flows (request type Quote ): a flow's condition reads the quote's figures, and its steps say who approves, one or several steps in turn. Figures a flow condition can use: Quote total , Amount before discount and tax , Discount amount , Discount (% of the amount before discount) , Largest line discount (%) , Number of lines and Currency code . Example condition: total 50000 or max line discount percent 15 . How it works: 1. Click Send (or Send for approval ) on a draft. When a flow matches, nothing goes to the client: the quote shows Waiting for approval and the approvers are told. When no flow matches, the quote is sent as usual. 2. Once one step has approved, the quote shows Processing . The Approval card on the quote lists every step and who decided what. 3. An approver of the open step sees Approve and Reject on the quote (and in the approvals inbox). Rejecting needs a reason. 4. Approved: click Send to send it to the client. Nothing else changes on the quote. 5. Rejected: the reason shows on the quote. Edit and save the quote (it becomes a draft again) and send it for approval again. 6. An approver of a later step can Reopen a rejection with a reason: the rejected step counts as passed and the quote goes on to the next step. 7. The person who asked can Withdraw request : the quote goes back to a draft. Notes: a quote waiting for approval cannot be sent, deleted or taken back to a draft until the request is withdrawn. Taking an approved quote back to a draft means it needs approval again. The client's link only works once the quote was sent. The public accept link Sending creates a private link. The client opens it without logging in, sees the quote, can Download PDF , then Accept quote or Decline with an optional note. You see the answer in the quote history and, on acceptance, the deal value updates. - New link or Revoke link immediately stops every earlier link. Sending the quote again makes a new one. - A client who opens an old link sees \"This link is not valid\" or \"This link has expired\". Example scenario Nusrat sends a quote to Meghna Garments. She opens the deal, adds \"Dedicated 100 Mbps\" (1 x ৳45,000, tax 15%) and \"Installation\" (1 x ৳5,000), clicks Make quote , sets Valid until in 14 days, and sends it by email and WhatsApp. Two days later the client clicks Accept quote ; the quote shows Accepted and the deal value becomes the total. Tips - Keep your terms in the Terms field so every quote carries them. - Use Revoke link if you sent a quote to the wrong person. Troubleshooting and FAQ The quote PDF shows BDT instead of ৳. The PDF prints the currency code (for example BDT) rather than a symbol, and it uses a basic font that only supports Latin text. Bangla text in the terms or notes may not print correctly in the PDF either. The quote cannot be sent. Choose at least one channel; an email needs an address and WhatsApp needs a number and a working WhatsApp connection. The client says the link does not work. It may have been revoked, or the quote expired. Click New link or send it again. The quote became Expired by itself. Its Valid until date passed. Use Back to draft , change the date and send again. Related pages Deals · Sales targets · Clients",{"slug":274,"title":275,"group":220,"text":704},"Record sharing and field permissions Decide who sees which clients, leads, deals and companies, and hide or lock sensitive fields per role. Contents: Who can use it · Default access · Sharing rules · Field permissions · Example · FAQ Who can use it Workspace administrators and roles allowed to manage record sharing. Field permissions also need the right to change role permissions. Available on every plan. Where: CRM → CRM settings → Record sharing and Field permissions . Default access Branch access always applies first. On top of it, pick per record type (clients, leads, deals, companies): Default Who sees a record Everyone Everyone who can see its branch (how it worked before) Owner and their team The owner, people in the same CRM team, and the owner's managers Owner only Only the owner Always visible: records with no owner (for example new leads waiting to be picked up), records in a territory you own or whose team you are in, and everything for Owners, administrators and roles with See every record (ignore sharing rules) . Sharing rules A rule opens records up to more people. Click New sharing rule and choose: - Records : clients, leads, deals or companies. - Records of : an owner, the owner's team, the owner's role, a branch or a territory. - Shared with : a person, a team or a role. - Access : Read only or Read and edit . Someone who sees a record only through a read-only rule can open it but not change, delete or move it; the screens say so. Field permissions Fields are grouped: Group Fields Contact details Email, phone numbers and address of clients, leads and companies Deal amounts and tax IDs A deal's value, a company's tax ID Pick a role, then set each group to See and edit , Read only or Hidden , and Save . Hidden fields show as Hidden in lists, on record pages and in downloads; read-only fields are shown but locked in forms. A role you never limited sees everything, and the owner of a record always sees its fields. Owners and administrators are never limited. Example SaltSync sets Clients to Owner and their team . Karim and Jamal are in the Khulna sales team, so they see each other's clients but not Salma's. A rule Records of owner Salma → Shared with team Khulna sales, Read only lets them look up Salma's clients without changing them. For the Call agent role, Deal amounts are Hidden , so agents see deals without their value. FAQ - A manager no longer sees everything. Give their role See every record (ignore sharing rules) , or add a sharing rule. - Someone can't save a client. If a field group is read-only for their role, changing those fields is refused; other fields still save. Related pages Territories · Clients · Deals · Quotes",{"slug":253,"title":254,"group":220,"text":706},"Sales commission Pay salespeople a share of the deals they win: set commission plans, count each month's commission from won deals, send it for approval, then send approved amounts to payroll. Who can use it - Salespeople see their own commission. - Sales managers see everyone's, manage plans, count commission and send it for approval. - Payroll staff (or whoever you allow) send approved commission to payroll. Where: CRM → Sales commission . Plans Open the Plans tab and click Add plan . Field Meaning Plan name For example \"Field sales 2026\" Priority When several plans fit a person, the lowest number wins Rate Flat percent of the month's won value, or Tiers How tiers apply Each band at its own rate (like tax bands) or Reached band on the whole amount From \u002F Rate (%) rows The tiers; the first always starts from 0 Applies to Everyone , Some teams or Some people From \u002F Until The months the plan is valid Active Turn a plan off without deleting it Amounts are in your workspace currency. Deals in another currency are converted at the exchange rate on record; a deal whose currency has no rate is skipped and the count tells you so. Tier example Tiers 0 at 2% and 100,000 at 5%, a salesperson won 150,000 in October: - Each band at its own rate: 100,000 × 2% + 50,000 × 5% = 4,500 - Reached band on the whole amount: 150,000 × 5% = 7,500 Statements Each salesperson gets one statement per month: the plan used, the number of won deals, the won value and the commission. Use the arrows to move between months. Click a row to see the deals counted. Button What it does Count commission Counts the month's won deals (by the date each deal was won). A statement not yet sent for approval is recounted; one waiting for approval, approved or sent to payroll is left alone. 9bx also counts last month automatically on the 1st. Send for approval Sends the ticked statements (or all drafts) to the approval inbox. If no approval flow is set up for sales commission, they are approved straight away. Send to payroll Approved statements become a commission earning in that month's payroll. Each statement is sent only once. Export CSV Employee code, name, deals, won value, commission and status for the month, for payroll outside 9bx. Statuses: Draft , Waiting for approval , Approved , Rejected (with the approver's note; fix and count again, then resend), Sent to payroll . Approval Set up a flow for Sales commission in the approval flows screen (conditions can use the commission amount, the won value or the number of deals). Approvers decide in the approval inbox like any other request. Troubleshooting - \"This person has no employee record\" when sending to payroll: payroll pays employees only. Add the salesperson as an employee, then send again. - Nobody appears after counting: check that a plan is active for that month and applies to the people who won deals. - \"Payroll is not part of this workspace\" : use Export CSV instead. Related pages - Sales targets - Deals",{"slug":250,"title":251,"group":220,"text":708},"Sales targets Set monthly or quarterly goals for each salesperson or team and watch progress against them. Who can use it Managers set targets; salespeople see their own progress. Needs the sales-target permission. Where: CRM → Sales targets . The screen Element What it does Month \u002F Quarter Choose the period type Previous period , This period , Next period Move through time Set a target Add a target Copy to next period Copies this period's targets forward (\"n targets copied\") Progress cards Target , Actual , Progress , and a marker such as \"n% of the period has passed\" with On track or Behind pace Average attainment Mean progress across the targets shown Attainment report Table of attainment per person or team Target fields Field Meaning Who Salesperson or Team (a team shows its member count) Metric Deal value won , Deals won , Calls made , New leads Period and Starts in Month or quarter, and which one Target The number to reach Set a target 1. Open Sales targets and choose Month . 2. Click Set a target . 3. Choose Who = Salesperson \"Tanvir\", Metric = Deal value won , Target = 500000. 4. Save. Actual figures fill in from won deals automatically. 5. Next month click Copy to next period instead of retyping. Example scenario A Dhaka ISP sets October targets: each of 4 salespeople has 500,000 BDT deal value won and 40 new leads. On the 20th of the month (65% elapsed) Tanvir has 38% and shows Behind pace . His manager checks the Attainment report . Tips and FAQ - Also set Calls made targets for outbound teams; calls are counted automatically. - Actual stays at zero. Deals only count when marked Won in the period. - The deal reports page shows Targets this period next to the win\u002Floss numbers. Related pages Deals · Leads",{"slug":289,"title":290,"group":220,"text":710},"Search, favourites and finding menu items Jump to any page, start common actions and find any client, lead, deal, ticket or contact from one box, and pin your most-used pages. Contents: Global search (Ctrl+K) · Favourites · Find in menu · Example · FAQ Who can use it Everyone. Results are limited to what your role and plan allow: you only see pages you may open, actions you may do and records you may view. Global search (Ctrl+K) Press Ctrl+K ( Cmd+K on a Mac) on any page. Type \"Search pages, actions and records…\". The results are grouped: Section What it holds Favourites and Recent Shown when the box is empty (and matching ones while typing) Pages Menu pages, found by name or related words (for example \"Quota\" finds Sales targets) Actions New client , New lead , New ticket , New contact , Dial a number (or Dial {number} when you type a phone number) Records Clients, Leads, Deals, Tickets, Contacts, Employees, Extensions and Calls found by number. Type at least a few characters Use the chips All , Pages , Actions and Records to narrow it. Shortcuts typed at the start of the box: Type Meaning Actions only \u002F Pages only @ People Tickets Keyboard: arrows move, Enter opens, Shift+Enter opens in a new tab, Ctrl+D adds or removes a favourite, Esc clears the box and then closes it. Favourites Pin the pages you use every day. Favourites appear in the sidebar and at the top of the search box. 1. Open the page you want, or find it in Ctrl+K . 2. Click the star ( Add to favourites ) on the page, or select the result and press Ctrl+D . 3. To remove it, click the star again ( Remove from favourites ). There is a limit on how many favourites you can keep; when it is reached you see \"Favourites are full. Remove one first.\" Favourites can be reordered. Find in menu At the top of the sidebar, Find in menu… filters the menu as you type, including hidden words, so typing \"Quota\" or \"Booking\" finds the right item even if the title differs. Use it when you do not know which section holds a page. Example scenario An agent takes a call from a client who gives the number 01711-234567. She presses Ctrl+K, types the number, and the Dial 01711-234567 action and the matching client appear. She presses Enter on the client to open the record. Later she types slow to find the open ticket about slow internet. Troubleshooting and FAQ \"Records could not be searched right now.\" The record search failed; try again in a moment. Pages and actions still work. \"Type at least n characters to search records.\" Add more characters. A page I expect is missing. Your role may not include it or your plan may not contain the module. Ask an administrator. Ctrl+K opens my browser's search. Click inside the 9bx page first so it receives the keys. Related pages Clients · Leads · Tickets · Contacts",{"slug":286,"title":287,"group":220,"text":712},"Customer self-service: public ticket page, web forms and CSAT Let clients follow their own tickets without an account, put contact forms on your website, and ask clients how you did. Contents: Who can use it · Public ticket page (customer portal) · Web forms · CSAT survey · Example · FAQ Who can use it Administrators with ticket-settings permission (public page, CSAT) and the web-forms permission. Needs the Tickets module. Public ticket page (customer portal) Clients open their ticket through a private link, with no login. The link is in every email they receive. Setup: CRM → CRM settings → Tickets and service → General → Self-service tab. Setting Meaning Public ticket page Off: emails carry no link and links stop working (a CSAT link still opens the rating) Links work for How long a link works. Each email carries a fresh link. 0 means never expires Clients can reply on the page A reply lands on the ticket like an email from the client and reopens it if resolved Clients can attach files Images and documents, checked for safety, up to 3 files of 5 MB Satisfaction question Choose 1 to 5 stars or Sad, okay, happy faces (when the CSAT survey is on) On a ticket, the Customer view card lets you manage the link: Button Meaning Copy link \"Link copied. Send it by SMS or chat.\" New link Makes a new link; earlier links stop working Revoke Every link sent so far stops working until you make a new one The card also shows the Client rating (\"4 out of 5\", or \"Rating asked on {date}; no answer yet\"). What the client sees: the page \"Your ticket\" with the opening date, last update, the Conversation , a box Add a message with Send message , and Messages sent to you (the texts and emails sent about the ticket, whether they arrived, Send again , and Stop messages for this ticket or everything on a channel). Web forms Forms for your website that open a ticket or a lead. Where: CRM → CRM settings → Tickets and service → Web forms . The list shows each form with its type, status ( Live or Off ), Submissions and Last submission . Row actions: View , edit, Open the hosted page , delete. New form creates one; Captcha sets spam keys. The editor has four tabs: Tab Content Fields What a submission opens : a ticket (support requests) or a lead (sales enquiries). Standard fields (name, email, phone, subject, message, category or service) can be turned on, made Required and reordered. Add a question adds your own: Short answer, Long answer, Choice from a list, Tick box. The form must ask for an email or a phone number Settings Form name (only you see it), Title on the form , Intro text , Button text , Thank-you message , default category or service, priority for tickets, the branch, Websites allowed to use the form ( .example.com allows subdomains), and Form is live Preview How visitors see it Publish The Embed code , the Hosted page link and the API endpoint for developers Create a web form for broadband enquiries 1. Open Web forms → New form . 2. On Fields , choose lead . Keep Name, Phone and Service you are interested in as required. 3. On Settings set the title \"Get broadband in your area\" and a thank-you message. 4. Save: \"Web form created. Copy its embed code below.\" 5. On Publish , copy the Embed code and paste it into your website where the form should appear, or share the Hosted page link by SMS or social media. Spam protection is always on (a hidden trap field, a minimum fill time and rate limits). Add captcha keys with Captcha for extra protection. CSAT survey Switch on CSAT survey in Ticket setup → General (Automation). When a ticket is resolved, the client is asked once, by email and on the ticket page. Results appear in the CSAT report (SLA policies and reports). Example scenario A Dhaka ISP embeds a \"Report a fault\" form on its site. Each submission opens a ticket in category \"Fault\", priority High, in the Mirpur team's branch. The client gets an email with a link to follow the ticket. After the fix the client rates \"Great\", and the score shows in the CSAT report. Tips - Use allowed websites so nobody can post to your form from another site. - Keep link life reasonable: 30 days is a good compromise for privacy. - Revoke a link if a client says it was shared by mistake. Troubleshooting and FAQ \"This form is not available.\" The form is switched off or deleted. \"This link has expired.\" The client can reply to any of your emails or ask you for a new link ( New link ). No CSAT results. Switch on CSAT survey ; clients are asked only when a ticket is resolved. Form submissions are blocked on my website. Add the website under Websites allowed to use the form . Related pages Tickets · Ticket setup · SLA policies and reports · Leads",{"slug":244,"title":245,"group":220,"text":714},"Sequences Multi-step follow-ups by email, SMS, WhatsApp and tasks that stop on their own when the person replies. Contents: Who can use it · The Sequences page · Build a 3-step follow-up sequence · Step types · Sending window · Enrol people · Monitor a sequence · Example · FAQ Who can use it Staff with the sequence permissions: one to view, one to create and edit, and a separate enrol permission to add or stop people. Needs the Follow-up sequences plan feature (Pro and Enterprise at the time of writing). Where: CRM → Sequences . The Sequences page A list of your sequences with step count, how many people are in progress and how many are enrolled, and an On or Off switch. New sequence creates one. Opening a sequence shows its statistics and its enrolments. Build a 3-step follow-up sequence Goal: after a quote is sent, email on day 0, wait 3 days, send a WhatsApp, wait 4 days and create a call task. 1. Click New sequence . 2. Under Details enter the Name \"Quote follow-up\" and a Description . Keep Active on (a switched-off sequence does not send and cannot be enrolled in). 3. Under Steps add the first step: Send email . Pick a Template or choose Write the message here , enter the Subject and Message . You can use variables such as {{client.name}} and {{org.name}} . 4. Add a Wait step: Wait for 3, Unit days. 5. Add Send WhatsApp with its message. 6. Add Wait 4 days. 7. Add Create task : Task title \"Call about the quote\", Type Call, Due in (days) 0, Assign to Record owner . 8. Use Move up and Move down to reorder, then save. \"Sequence saved\" confirms it. Step types Step Fields Send email Template or own text, Subject , Message Send SMS Template or message Send WhatsApp Template or message Create task Task title , Type (Call or To-do), Due in (days) , Assign to : Record owner or Person who enrolled them Wait Wait for an amount and a Unit before the next step Steps run top to bottom for each person. Sending window Only send in business hours limits messages to the days and hours you set ( From , To , Mon to Sun) in your organisation's time zone. Tasks and waits are not affected. Enrol people - From a lead: open the lead and use Add to sequence (see Leads). - Automatically: a workflow action Add to a follow-up sequence . Choose the Sequence (only active ones with steps are listed). People already enrolled are skipped: \"{n} enrolled, {n} skipped\". Enrolment is available for leads, contacts and clients; at the moment the screens that offer the button are the lead panel and the workflow action. Monitor a sequence Open a sequence to see counts: Enrolled, Active, Sent, Replied, Stopped, Completed, Skipped, Failed, plus a Per step breakdown and the Enrolments list (filter All, Active, Paused, Completed, Stopped). For each enrolment you can Pause , Resume or Stop . A person leaves the sequence automatically when they reply, a meeting is booked, the deal is won or lost, the lead is converted, they opt out, a message fails to send or the record or the sequence is deleted. The stop reason is shown (\"Replied\", \"Opted out\", \"Stopped by a user\" and so on). Example scenario A Dhaka ISP follows up a corporate quote. Salesperson Tanvir enrols \"Meghna Garments\" in \"Quote follow-up\". Day 0 an email goes out; day 3 a WhatsApp. On day 5 the client replies, so the sequence stops by itself with reason \"Replied\" and Tanvir takes over. Tips - Keep the first message short and personal; use a variable for the name. - Respect opt-outs: people who withdraw marketing consent are stopped (Privacy and GDPR). - Use the sending window to avoid night-time messages. Troubleshooting and FAQ \"There is no active sequence with steps. Create one first.\" Create a sequence, add at least one step and switch it on. Messages are not going out. The sequence is off, outside the sending window, or the channel (SMS, WhatsApp, email) is not set up in Messaging setup. An enrolment stopped with \"Sending failed\". Check the person's phone or email and the channel setup. Related pages Leads · Workflows · Privacy and GDPR",{"slug":262,"title":263,"group":220,"text":716},"CRM setup: General, Services and Call topics The basic building blocks of the CRM: how client codes are made, whether phone numbers may repeat, the services you sell and the topics of your calls. Other CRM setup pages have their own guides: Pipelines & lost reasons, Workflows, Products, Lead scoring, Email sync, Calendar & booking and Privacy requests. Who can use it Administrators with the matching setup permission. Where: CRM → CRM settings . General CRM → CRM settings → General (\"CRM Settings\") has two settings cards. Client unique code Controls the automatic client number used by Generate on the client form. Field Meaning Prefix Letters before the number, for example \"SS-\" Start Number The first number Digit Count Total digits, padded with zeros Preview Shows an example code, for example SS-0001 Client phone numbers Setting Meaning Client phone numbers must be unique When on, a client cannot be saved with a number another client in your organisation already has. Clients who already share a number keep it; the rule applies when a client is created or its numbers change Click Update settings to save. Services CRM → CRM settings → Services lists the packages and plans clients can be linked to: for example home broadband tiers, corporate contracts and add-ons. Use New service to add one. A service marked Quotation Only is sold by quote rather than at a fixed price. Services appear on leads, tickets and web forms (\"Service you are interested in\"). Call topics CRM → CRM settings → Call topics is the list of reasons for a call (for example \"Billing question\", \"New connection\", \"Fault\"). Create one with the name; edit or delete from the row actions. Agents pick a topic when they log a call, and call reports group by it. Example scenario A Chattogram ISP sets client codes to \"CTG-\" with 5 digits and starts at 1000. The preview shows CTG-01000. It switches on Client phone numbers must be unique so a household cannot be registered twice, and adds the services \"Home 10 Mbps\", \"Home 20 Mbps\" and \"Corporate 50 Mbps\". Tips and FAQ - Set the prefix before you start creating clients; existing codes do not change. - Cannot switch on unique numbers? Existing duplicates are left alone; the rule applies from now on. - A service does not appear on the web form. Make sure it is active. Related pages Clients · Customer self-service · Leads",{"slug":232,"title":233,"group":220,"text":718},"Sync connections and the Developer API Keep your clients in step with your billing or customer software, and let other systems talk to 9bx with API keys and webhooks. Contents: Who can use it · Sync connections · Create a connection · Connection page · The Sync API format guide · API keys and webhooks · Example · FAQ Who can use it Administrators with the integration permissions. This area is meant to be set up together with the developer of your other software. Where: CRM → Clients → Developer API . The button opens the Developer API area with sections API keys , Webhooks and API reference , and the client Sync connections . Sync connections A connection links 9bx to one piece of software that holds your clients (billing, ISP management, a CRM). One connection per piece of software. Clients then appear in 9bx and stay up to date. There are two ways to bring data in. A connection can use either or both: Method How it works Webhook Their software sends each client to 9bx the moment it is created, changed or deleted. Always on. 9bx gives the webhook URL and a key (shown once) API On a schedule, from every 15 minutes to once a day, 9bx calls their API for clients changed since the last read. Their API must ask for a key or password. Turned on per connection, under its API settings The Connections table shows each connection's name, method, clients, last sync, Webhook calls today , Errors , and status Paused or \"Stopped - failing\". Create a connection 1. Open Clients → Developer API → New connection . 2. Under Connection give it a name, for example \"Billing system\". 3. For the Webhook , no setup is needed: after saving, copy the key and the webhook URL and send them to their developer (code samples in five languages are on the connection page). 4. To read their API as well, switch on Read clients from their API and fill in: - API address : it must start with https:\u002F\u002F ; 9bx calls {address}\u002Fclients . - How we sign in : API key in Authorization: Bearer; API key in a header (for example X-API-Key); Key in query parameters ( ?api key=... ); Username and password (Basic); OAuth2 client credentials; or No credentials (open API, with a warning that anyone with the address can read your client list). - Secret query parameters and Extra query parameters (not secret, for example branch=dhaka ). - Pages : Cursor ( next cursor \u002F has more ) or Page numbers ( current page \u002F last page ). - How often it reads. 5. Under Rules choose how new records are matched to existing clients (the customer code is always tried first; two possible clients are never guessed between), what happens when a client is deleted in their software ( Make it inactive here or Do nothing ), and whether to Add unknown choices to drop-down fields . 6. Click Create connection . The connection page Tab or area What it does Header Pause \u002F Resume , Sync now , Developer API Start first import Shown first: check the field mapping, then start. Afterwards changes are read automatically Cards Clients synced, Pushes today, Open errors, Last activity, Next read, Read up to Field mapping Where their fields go. Fields already named the 9bx way need no rule; anything not mapped is kept, not lost. Read a sample shows a few records and flags problems. Add a rule maps their field to ours, with value translations ( theirs=ours ) and a date format. Save and apply updates already-synced clients; Read everything again re-reads all Settings The API reading options above, and Webhook key with Make a new key (the current key stops working the moment a new one is made) API reads History of each read Webhook calls Requests received, with Process again Errors Records that did not fit, with the reason and a fix: missing required fields, customer code owned by another client, could be more than one client, phone or email held by someone else, a value did not fit its field, unknown status, only an id was sent. You can link the record to a client by number and retry A client created by a connection shows \"Synced from {connection}\" and its basic fields are read-only in 9bx (Clients). The Sync API format guide On the connection pages an API format section tells their developer exactly what their API must look like. Use Copy or Download as Markdown and send it to them. It covers: - Endpoints: list clients with cursor pages, or numbered pages; optionally one client by ID. - Response envelopes for each paging style, and the Client object . - Rules: - external id , customer code and updated at are required on every record, and external id never changes. - Send deleted: true instead of removing a record, so 9bx learns it is gone. - Phone numbers should include the country code, for example +8801711234567. - status is one of active, inactive, pending, suspended. - Money is an integer in poisha (45.00 BDT is 4500). Dates are YYYY-MM-DD; updated at is ISO 8601 with a time zone. - updated since is inclusive; sort by updated at then id so no record falls between pages. - HTTPS only. - Other field names are fine and can be mapped in the field map. - Authentication options and Or push instead : their software can send each change to 9bx itself as the same JSON with the connection's API key. API keys and webhooks (Developer API) API keys: one key for each system that calls the 9bx API (billing software, website, shop). New API key : give it a name so you know which to revoke later; pick the scopes (read and write are separate; give only what is needed); optionally Allowed IP addresses (addresses or ranges such as 203.0.113.0\u002F24), Requests a minute , Expires on and a branch. The key is shown once , right after it is created; only a fingerprint is kept. Revoke stops it at once. Webhooks: New endpoint to have 9bx send events (calls, voicemail, tickets, leads, deals) to your system. Use an https address on the internet. Every payload is signed: the headers X-9bx-Timestamp and X-9bx-Signature carry an HMAC-SHA256 of \"timestamp.body\" with your signing secret . Tools: Send test , Delivery ",{"slug":271,"title":272,"group":220,"text":720},"Territories Split your clients, leads and companies by area, give each area an owner and a team, and let new records go to the right people on their own. Contents: Who can use it · Make a territory · How records are matched · Owners for new records · Existing records · Filter and report · Example · FAQ Who can use it Everyone who works with clients can see the territories and filter by them. Changing territories needs the territory management permission. Available on every plan. Where: CRM → CRM settings → Territories . Make a territory 1. Click New territory and give it a Name (for example Khulna ). 2. Add Match rules . Each rule is a field, a condition and one or more values: Field Reads Example Country The record's 2-letter country code BD District or city A client's or lead's district, a company's city Khulna , Jessore Area A client's area Pick from your areas Address Words in the address Daulatpur Source Where a client or lead came from Facebook Tag The record's tags VIP Branch The record's branch Pick branches Conditions: is one of , is not one of , contains . Text is compared without caring about capital letters. 3. Choose Any rule matches or All rules match . 4. Tick what it Applies to : clients, leads, companies. 5. Pick the territory Owner and Team , and what happens to New records without an owner . 6. Set the Priority (lower is tried first) and Save . How records are matched A new client, lead or company goes into the first active territory (by priority) whose rules match. When you later change the fields the rules read (district, country, address…), the territory is worked out again, unless you picked the territory yourself in the same save. A territory without rules is never matched: you put records in it by hand. A deal belongs to its client's territory. You can always pick or change the Territory on the client, lead or company form; leave it empty to let the rules decide. Owners for new records Choice What happens Leave the owner empty No owner is set (leads still follow the lead assignment settings) Give them to the territory owner The territory owner becomes the owner Give them to the team in turn Members of the territory team take turns An owner picked on the form is always kept. Apply to existing records Click Apply to existing records , tick the record types and, if you like, Also give an owner to records that have none . It runs in the background; records that match no territory keep the one they have. Filter and report - The client list has a Territory filter (also No territory ). - The Report tab shows per territory: clients, companies, open and won leads, and open and won deals with their value. Only records you may see are counted. Example SaltSync Internet covers Khulna and Jessore. They make Khulna (District is one of Khulna , team Khulna sales , give to the team in turn) and Jessore (District is one of Jessore , owner Salma ). A new client with district Khulna is given to Karim, the next one to Jamal; a lead from Jessore goes straight to Salma. FAQ - A record went to the wrong territory. Check the priorities: the first match wins. - Territory owners can't see their records. With record sharing set to Owner only , territory owners and their team still see the records in their territory. Related pages Record sharing and field permissions · Clients · Leads · Companies",{"slug":265,"title":266,"group":220,"text":722},"Workflows Rules that act on leads and deals by themselves: assign, create a task, move, tag, notify and message. Contents: Who can use it · The screen · Triggers, conditions and actions · Create a workflow · Test a rule · Run log · Example · FAQ Who can use it Administrators and sales managers with the workflow-rules permission. Needs the Workflow automation plan feature. The number of rules is limited by plan (for example 20 on Pro, unlimited on Enterprise). Where: CRM → CRM settings → Workflows . The screen Element What it does Rules tab A list of rules with an On\u002FOff switch, the number of runs and a summary. \"{used} of {limit} rules\" shows your allowance Run log tab History of every run New rule Opens the rule editor Row actions Edit, view, delete (deleting a rule removes its run log) Triggers, conditions and actions A rule reads: When something happens, If conditions hold, Then do actions. When (trigger): For Triggers Leads A lead is created; changes stage; is idle for some days; its grade changes ( Lead becomes grade , optional From grade , optional Score at least ) Deals A deal is created; changes stage (won or lost, with Outcome ); is idle for some days; its value goes over an amount If (conditions): add as many as you need with Add condition : a field, an operator (is, is not, is greater than, is at least, is less than, is at most, is one of, is none of, contains, is empty, is not empty) and a value. No conditions means the rule runs every time. Then (actions): Assign the owner (a specific user, a team in turn, or by the lead assignment settings), Create a task (title, due in days, assignee: the record owner, a user or a team), Move to a stage , Update a field , Add a tag , Notify a user or team , Send a message (SMS, Email or WhatsApp, to the lead or the deal's client), Add to a follow-up sequence . Create a workflow: when a lead becomes hot, assign it and create a call task 1. Click New rule and enter the name \"Hot lead: assign and call\". 2. Under When choose A lead's grade changes ; set Lead becomes grade to Hot . 3. Leave If empty, or add a condition such as Source is Referral. 4. Under Then click Add action : Assign the owner , choose A team, in turn and pick the senior sales team. 5. Add action again: Create a task , title \"Call the hot lead now\", due in 0 days, assigned to The record owner . 6. Save. The rule appears switched on. Make sure Lead scoring is on, otherwise leads never change grade. Test a rule Use Test this rule in the editor: pick a lead or deal, choose Run test . It is a dry run: nothing is changed or sent. You see \"conditions met\" or \"conditions not met, nothing would happen\" and the actions it Would do . Run log Open the Run log tab. Filter by rule or result. Each row shows the lead or deal, the rule, and the result: Running , Completed , Skipped or Failed , and the reason when skipped (\"The conditions did not hold\", \"Skipped: this is the echo of the rule's own change\", \"Skipped: too many rules triggering each other\"). Example scenario A Dhaka ISP wants no idle deals. The rule \"Idle 7 days\" triggers when A deal is idle for some days (7), creates a task \"Check this deal\" for the owner and notifies the sales manager. The run log shows 12 completed runs this week. Tips - Test every new rule before switching it on. - Avoid rules that undo each other; 9bx stops chains that trigger each other too many times. - Keep rule names descriptive; the run log uses them. Troubleshooting and FAQ The rule never runs. Check it is switched On , that scoring is on (for grade triggers), and use Test this rule to see whether the conditions hold. \"Your plan has no more workflow rules. Delete one or upgrade.\" You reached the limit. Related pages Lead scoring · Leads · Deals · Sequences",{"slug":259,"title":260,"group":220,"text":724},"Zapier and Make Connect 9bx to thousands of other apps without code. 9bx events start your Zaps or scenarios, and they can create or update 9bx records. What you need - A Developer API key (Settings → Developer API) with the permissions the app asks for: managing webhooks, and reading or writing clients, leads, deals, tickets, companies and calls as you need. - Your workspace's API address, shown on the same page. Triggers (instant) New client, New lead, New deal, Deal won, Deal lost, New company, Updated company, New ticket, Updated ticket, New ticket reply, Missed call, Call ended. When you turn a Zap or scenario on, it subscribes to the event in 9bx; turning it off removes the subscription. You can see these subscriptions under Developer API → Webhooks. Actions Create or update a client, lead, deal, ticket or company. Only the fields you fill are sent, so an update changes nothing else. A new deal goes into your default pipeline and its first stage unless you choose others. Set up 1. In Zapier or Make, add the 9bx app and choose Connect . 2. Paste the API address and the API key. 3. Pick a trigger or an action and map the fields. Ask 9bx support for the app invite link if the 9bx app is not listed in your Zapier or Make account yet. Troubleshooting - \"insufficient scope\" : the key is missing a permission; edit the key and add it. - Nothing triggers : check the Zap is on and the event's subscription is listed under Developer API → Webhooks. Related pages - Sync connections and Developer API",{"slug":11,"title":12,"group":12,"text":726},"Getting started Create your workspace, find your way around 9bx, and secure your account. Read these pages in order on your first day. How to use this section Page Read it when First login, setup wizard and product tour You are creating a workspace, signing in for the first time, or finishing setup Layout and navigation You want to know where everything is: sidebar, search, favourites, switchers, dark mode Your profile and account security You want to change your password or turn on two-factor sign-in Notification preferences You get too many (or too few) notices The browser extension that turns phone numbers on web pages into click-to-call links is described in Browser extension. The first-day checklist 1. Create your workspace and verify your email (First login). 2. Walk through the setup wizard, or skip it and use the Getting started card on the dashboard. 3. Invite your team and give each person a role. 4. Turn on two-factor sign-in for yourself. 5. Choose your notification preferences. 6. Add a payment method before the trial ends (Plan and billing). Example company used in this guide Examples use Padma Net Support , a fictional internet service provider in Dhaka, with a head office and branches in Mirpur and Uttara.",{"slug":15,"title":16,"group":12,"text":728},"First login, setup wizard and product tour Create a workspace, sign in, verify your email, and finish setup with the wizard, the Getting started checklist and the product tour. Contents: Who can use it · Create your workspace · Verify your email · Sign in · Forgot your password · The setup wizard · The Getting started card · Product tour · Invited members · Example · Tips · FAQ Who can use it Anyone can create a workspace; the person who creates it becomes its Owner . The wizard and the checklist are shown to people who can set the workspace up. People invited by an administrator see a short welcome instead (see If you were invited). Where: the Create one link on the sign-in page, then the dashboard. Create your workspace 1. On the sign-in page click Create one (\"Don't have an account?\"). 2. In Choose your plan pick a plan and, if you like, a Billing cycle ( Monthly or Yearly ). Every paid plan starts with a free trial. The Order summary shows what is included, discounts, tax and the trial length (for example \"14-day trial\"). 3. Fill in First name , Last name , email, phone, Country , and Organization name . The country sets your timezone, currency and working week; you can change them later. 4. Tick I agree to the Terms of Service and Privacy Policy . 5. Click Create workspace . 6. Under How would you like to pay? choose one of: Choice What happens Pay after the trial You save a card or bKash wallet now. Nothing is charged today. The saved method is charged when the trial ends, and you are reminded an hour before. Click Save and go to dashboard Pay now You pay the first period today through the payment partner's secure checkout ( Continue to payment ) Maybe later \u002F Skip for now Offered when your plan does not require a card. Pay later from Plan & billing If your plan needs a card for the trial, Skip for now is not offered. If the plan in your link is not available, 9bx selects another one and tells you; you can change it later under billing. Verify your email A 6-digit code is emailed to you. Enter it on the Verify it's you screen; it expires in 5 minutes, and Resend code sends a new one. You can verify later, but a banner at the top shows the deadline (\"Verify your email by ...\"). After the deadline the workspace becomes read-only until you verify (\"Verify your email to keep editing\"). Sign in 1. Open the sign-in page (\"Welcome back\"). 2. Enter your Work email . 3. If your company uses single sign-on, click Continue with SSO and sign in at your company's page. Otherwise enter your password, or choose Sign in with password instead . 4. Tick Remember me for 30 days on your own device if you like. 5. Click Sign in . 6. If two-factor is on, enter the 6-digit code from your authenticator app, or switch to Recovery and use a recovery code (details). If your workspace uses its own domain (such as care.padmanet.example), the page shows your company name and logo. Forgot your password 1. Click Forgot password? and enter your email. 2. Click Send OTP . A reset link arrives by email and works for 60 minutes. Use Resend email (after the countdown) if it does not arrive; check spam. 3. Follow the link and set a new password. The strength meter shows how strong it is. People who must use single sign-on reset their password at their identity provider instead. The setup wizard On your first visit as Owner a Set up wizard opens. Every step can be skipped ( Skip this step or Skip setup ); you can return any time from Help → Setup guide . Step What you enter Company profile Company logo (square PNG or SVG, at least 256x256), Company name , Address , and the kind of business: ISP or cable operator , Business or shop , Call center , or Something else Regional settings Timezone , Currency , Language , Working hours and Weekly days off . Values are guessed from your browser and country; fix any that are wrong Where things run 9bx Cloud or your own server for the phone system and file storage. Choose your own server if law or customers require data to stay in your country or building; everyone else should choose 9bx Cloud Your team Name, work email and Role for each person; Add another adds a row. Each person gets an email to choose a password. The page shows \"{used} of {limit} users on your plan\" Set up your modules A quick start with first tasks for each module you chose (phone, tickets, CRM, HR) Done Summary and a link to the dashboard Click Save and continue on each step. If you skip everything, 9bx says \"No problem. Finish setting up any time from Getting started on your dashboard.\" The Getting started card The dashboard shows a Getting started card: \"A few steps to get your workspace ready. Each one ticks itself when it's done.\" It shows Your progress (for example 3\u002F8) and Show all \u002F Show less . Which items appear depends on your modules and role. Item Button Notes Add your company details Add details For people who edit the organization Confirm timezone and working hours Review Connect your PBX server See status Phone, own-server option Connect your storage server Set up Own-server storage Invite a teammate Invite Verify your email Verify Add a payment method Add card or bKash Nothing is charged before your trial ends Connect a phone number Add a number Phone Create your first extension Add extension Phone Connect your support mailbox Connect Tickets Create a ticket category Add category Tickets Import your contacts Import CRM Add your employees Add employees HR Set up a shift Add shift HR Add your photo , Choose your notifications , Connect your softphone Add photo , Choose , Show me Personal items Take the product tour Start tour When everything is done the card says \"You're all set\". Click Hide checklist to remove it. Product tour and Help menu The product tour is a two-minute walk through the menu, search, notifications, softphone and dashboard. Use the arrow keys or the buttons; press Esc to stop. There are also short tours per module (CRM, Tickets, Phone, HRM, Drive, Reports, Settings). Open your",{"slug":18,"title":19,"group":12,"text":730},"Layout and navigation How the 9bx screen is organised: the one sidebar that holds every module, finding a page, favourites, the notifications bell, the organization and branch switchers, the user menu, dark mode and language. Contents: Who can use it · The screen at a glance · The sidebar · Find in menu · All of 9bx · Breadcrumb switchers · Keyboard · Tablets and phones · Search with Ctrl+K · Favourites · Notifications bell · Switchers · User menu · Banners · Example · FAQ Who can use it Everyone. What you see depends on your role and your plan : a menu item you cannot use is hidden, not greyed out. If a colleague has an item you do not, ask an administrator to check your role or the plan. On a phone the sidebar becomes a bottom bar with Home , three of your pages and Menu . See Tablets and phones. The screen at a glance Area What it holds Sidebar (left) Find in menu , then My space and All modules ; your user menu at the bottom Top bar Where you are (each part opens a list of its neighbours), branch switcher, notifications bell, banners (payment due, verify email) Page The screen you opened Round phone button (bottom right) The web softphone, if you have a phone line Click Collapse sidebar to shrink the menu to icons and Expand sidebar to bring the names back. The sidebar There is one sidebar for every module . You never switch module to find a menu item: every module you can use is listed in the same sidebar, and opens in place. Under Find in menu it has two parts. Part What it shows My space Your own list of pages from any module. It starts with the pages for your kind of work (owners and admins, HR, supervisors, agents, sales, store keepers, employees), and every page you star joins it. Put the pages in your own order. Under it, Recent shows the last three pages you opened that are not already in My space All modules Every module, as a list you open in place. Click a module (for example HR ) and its sections and pages appear right under it; open as many as you like. The module of the page you are on opens by itself Click a part's heading ( My space , All modules ) to fold it. 9bx remembers which parts and modules you left open, on every device you sign in on. The grid button at the top of the sidebar, and the one beside All modules , opens All of 9bx. Module What is inside Guide Home Dashboard , and My work : notifications, your schedule, evaluations and progress Home and reports CRM Tasks, Calendar, Clients, Companies, Leads, Deals, Quotes, Sequences, Sales targets, Tickets, Incidents, Field visits, Payment links CRM Contacts The shared address book Contacts PBX & Call Center Calls, Call center, Team performance (quality checks, scheduling, leaderboards, screen recordings), and Setup for administrators Phone, Team performance Chat & Messaging Team chat, Chat inbox, Live chat board, Messages 9bx Connect HR Me, People, Time & attendance, Pay & benefits, Hiring & lifecycle, Engagement, Insights HR Assets & Inventory Equipment, stock, field work, buying and costs Assets Media Your files and folders Media Reports All reports , custom and scheduled reports, four pinned reports Reports Settings Organization, People & access, Plan & modules, Workspace, Reference data Administration Clients is always there, even when the CRM module is off; Contacts needs CRM. Inside a module there are at most seven sections of at most seven rows. A row with an arrow opens a hub : a page of cards for related pages you use less often (for example Call controls in PBX & Call Center). Each module's own setup pages are in the gear row at the bottom of the module, for example CRM settings . An agent without setup rights never sees Settings , a module's gear row, or the Setup and Advanced sections. Nothing an agent needs for daily work lives only there. A one-time notice, \"Everything is in one sidebar now\", appears after the update. Click Got it , or Find a page to open search. Search still finds pages by their old names (for example \"Call back\" or \"Module setup\"). Find in menu The Find in menu box at the top of the sidebar narrows the whole menu as you type: every module you can use, including the pages on hub cards. Matches are listed under their module, with where each one sits (for example \"Time & attendance › Leave\"), and the typed text is underlined. Use the arrow keys and Enter, or click a result. Esc clears the box. Press \u002F anywhere to jump into the box. If nothing matches, it says \"No page matches ...\" and offers Search records and actions (Ctrl+K). All of 9bx The grid button (or the M key) opens All of 9bx : every module you can use as a column, with its sections and pages, on one screen. A number beside a row is how many pages its hub holds. Type in Find in menu at the top to narrow every column at once. Click a page to open it; Esc or × closes. Owners and billing admins also see Not in your plan with an Upgrade link for modules the plan does not include. On a phone it fills the screen as one column. Breadcrumb switchers The top bar shows where you are, for example HR \u002F Time & attendance \u002F Leave . Each part is a switcher: click it to see its neighbours and jump. - The module ( HR ) lists every module. - The section ( Time & attendance ) lists the module's sections. - The page ( Leave ) lists the other pages in that section, and a hub card lists the hub's other cards. On a record (a client, an employee) its name is shown at the end. Tablets show the module icon and the last switcher; phones show the last switcher only. Keyboard Everything in the menu works from the keyboard. Nothing opens on mouse-over alone. Key Does \u002F Jump into Find in menu M Open All of 9bx (Ctrl+Shift+A also works) G , then a letter, then a letter Jump keys: G shows the modules with a letter each (for example H for HR, P for PBX & Call Center, C for CRM); the next letter shows that module's pages with letters; the last one opens the page. Backspace steps back, Esc closes Up and Down arrows Move through the menu, results or a switcher ",{"slug":24,"title":25,"group":12,"text":732},"Notification preferences Choose which notices reach you in the app, by email and as push notifications, and (for administrators) set the workspace defaults. Contents: Who can use it · The page · Channels · Categories and notices · Change a switch · Push on this device · Workspace defaults · Example · FAQ Who can use it Everyone sets their own preferences. Changing the workspace defaults needs the notification-settings right; others can see them but not change them (\"You can see these defaults but not change them\"). Where: user menu → Notification preferences . (The bell itself is covered in Layout and navigation.) The preferences page The page, Notification preferences , says: \"Choose which notices reach you in the app and by email, in this workspace.\" It is a grid: each row is a notice, each column a channel. Switches you have not changed follow the workspace defaults; a small marker, Changed from the workspace default , shows the ones you changed. Channels Column Meaning In-app The bell and the live pop-up Email An email to your address Push A system notification on this device, even when 9bx is closed (needs push turned on) Some notices are not sent by every channel (\"These notices are not sent by {channel}\"). Categories and notices Notices are grouped. The groups you see depend on your modules. Category Examples Tasks Task assigned to you , Task reminders , Overdue tasks Tickets Ticket assigned to you , Client replies , Teammate replies and notes , Mentions , Status changes , Added as a watcher , SLA warnings and breaches Calls and queues Incoming calls , Missed calls , Queue wait alerts Quality assurance QA evaluation ready , QA disputes , QA critical fails Gamification Badges, goals and prizes Screen recording Screen recording requests Own PBX server Own PBX server health CRM Lead assigned to you , Lead follow-ups , Calendar reminders , Integration problems HR Leave , Shifts , Payroll and loans , Expiring contracts , Hiring Assets and inventory Asset assignments , Purchase requisitions , Stock transfers and warranty Exports and background jobs Exports and bulk updates Account, security and billing Sign-in and account security , Phone system security , Billing and subscription Security and billing notices are Always on : \"Security and billing notices can't be turned off.\" Change your preferences 1. Open Notification preferences . 2. Click the switch where a notice and channel meet. A message confirms, for example \"Tickets: Email off\". 3. To go back, click Reset to workspace defaults and confirm Reset . Changes save immediately. If one fails (\"Could not save that change\") try again. Push notifications on this device At the top, Push notifications on this device shows On , Off or Blocked . 1. Click to turn it on and allow notifications when your browser asks. 2. Click Send a test to check (\"Test notification sent\"). 3. The Push column decides which notices arrive. If it says Blocked , open the browser's site settings (the icon next to the address bar), set Notifications to Allow , and reload. On iPhone and iPad, first add 9bx to the Home Screen (Share, then Add to Home Screen). Your other devices lists devices that receive push, with the time each was last used. Desktop notifications show a pop-up when a notice arrives while the 9bx window is in the background. Workspace defaults (for administrators) Administrators see Workspace notification defaults : \"What every member gets until they change a switch themselves. Members who already changed a switch keep their choice.\" The layout is the same grid. Use Reset to 9bx defaults to switch everything back on for members who have not changed it themselves. Switch to the right organization first (\"Switch to this workspace to see and change its notification defaults\"). Example scenario Imran at Padma Net Support turns off Email for Status changes because he sees them in the app, keeps Push on for SLA warnings and breaches , and switches on Incoming calls in-app. Rafiq sets the workspace default so every new member gets Overdue tasks by email. Tips - Keep SLA warnings and breaches on for anyone who handles tickets. - Use push only for urgent notices to avoid noise. - Set workspace defaults before inviting many people. Troubleshooting and FAQ I do not get emails. Check the Email switch for that notice and your spam folder. The Push column does nothing. Push must be On for this device; it may be blocked. I cannot change the defaults. You lack the right; ask an administrator. Related pages Layout and navigation · Profile and account security",{"slug":21,"title":22,"group":12,"text":734},"Your profile and account security See how you appear in the workspace, change your password, and protect your account with two-factor authentication and recovery codes. Contents: Who can use it · My Profile · Account and security · Change your password · Two-factor authentication · Sign in with two-factor · Recovery codes · Lost phone · Sessions · Example · FAQ Who can use it Every signed-in person manages their own profile and security. Administrators can see who has two-factor on and reset it for a colleague (Security). Where: your user menu (bottom of the sidebar) → My Profile and Account & security . My Profile My Profile opens a panel titled Profile (\"How you appear across the workspace\") showing your Name , Email and Role . Click Okay to close it. Your name, email and role come from your employee or member record; ask an administrator to change them (see Team members). To add a photo, use the Add your photo item on the Getting started card. Account and security Account & security (\"Password, session and 2FA\") has two parts: Password and Two-factor . People who sign in through single sign-on manage their password at their company's identity provider. Change your password 1. Open Account & security . 2. In Password type your Current password . 3. Type a New password . The strength meter shows how strong it is. 4. Type it again in Confirm new password . 5. Click Update password . If you forgot the current password, sign out and use Forgot password? on the sign-in page. Two-factor authentication Two-factor adds a 6-digit code from an authenticator app (such as Google Authenticator or Microsoft Authenticator) after your password, so a stolen password alone is not enough. The Two-factor panel shows Authenticator app with a status: Status Meaning Off Sign-in asks only for your password. Click Set up two-factor On (\"On since {date}\") Sign-in also asks for a code. Shows how many recovery codes are left Required by your workspace An administrator made it mandatory; you cannot turn it off Turn it on 1. Click Set up two-factor . 2. Under Connect your app scan the QR code with your phone's authenticator app. If you cannot scan, open Can't scan it? Enter the key instead , and copy the key ( Copy key ). 3. Enter the 6-digit code shown in the app and click Verify and turn on . 4. Under Save your recovery codes use Copy codes or Download .txt , store them somewhere safe, tick I have saved these codes somewhere safe , and click Done . If your workspace requires two-factor, 9bx takes you to this screen (\"Set up two-factor authentication\") at your next sign-in and you cannot continue until it is done. Choose Sign out if you opened the wrong account. Turn it off 1. Click Turn off in the Two-factor panel. 2. Confirm with your password and a code from the app (or a recovery code). The button is unavailable when your workspace requires two-factor. Sign in with two-factor After your password, the Two-factor verification page asks for the 6-digit code (\"The code changes every 30 seconds\"). Tabs let you choose Authenticator , SMS (if offered; Resend SMS code ) or Recovery . After too many wrong codes the page says \"Too many wrong codes\" and locks for a few minutes. Use a different account returns to the sign-in page. People who sign in with single sign-on use their identity provider's multi-factor instead. Recovery codes Recovery codes are one-time codes that sign you in when you cannot use the app. Each works once. Task How Check how many are left Look at the Two-factor panel (\"{n} recovery codes left\"). When fewer than a few remain, 9bx warns you Create new ones Click New recovery codes , enter a code from your app, click Create codes . The old codes stop working immediately Use one On the sign-in verification page choose Recovery and enter one code Lost phone If you have recovery codes, sign in with one and set up two-factor on the new phone: turn it off, then on again. If you have none, ask an administrator to reset your two-factor ( Settings → Security → Reset ). You then sign in with your password and set it up again. The reset is recorded. Sessions and staying signed in Choosing Remember me for 30 days on the sign-in page keeps you signed in on that device. Sign Out (user menu) ends your session on the current device. At the time of writing there is no screen listing your other signed-in devices; if you lose a device, change your password. Push notifications and browsers connected for click to dial are listed in Notification preferences and the Browser extension page, where each can be disconnected. Example scenario Nusrat gets a new phone. She signs in with a recovery code, opens Account & security , clicks Turn off , confirms, then Set up two-factor again and scans the QR code with the new phone. She saves the fresh recovery codes in the company password manager. Her colleague Imran lost his phone and codes; Rafiq (Owner) opens Settings → Security , finds Imran, and clicks Reset . Tips - Keep recovery codes outside your phone (a password manager or printout). - Choose a long password you do not use elsewhere. - Turn on two-factor even if the workspace does not require it. Troubleshooting and FAQ The code is always wrong. Check your phone's clock is automatic; codes depend on time. I cannot find Turn off. Your workspace requires two-factor. I changed my password but I am still signed in elsewhere. Sign out on those devices; there is no remote sign-out list yet. Why can't I edit my name? It comes from your member or employee record; ask an administrator. Related pages Notification preferences · Security and single sign-on · First login",{"slug":104,"title":105,"group":105,"text":736},"Home and reports Your daily starting point: the dashboard, the shared file drive, and every report in one place. Menu map The whole app menu is in the Menu map. Menu item Guide Home → Dashboard Dashboard and widgets Home → Media Media (files and folders) Reports → All reports Reports Reports → Call summary, Queue report, SLA report, Deal report Pinned shortcuts to the most used reports, see Reports Settings → Dashboards Choose what each group sees What you see depends on you Both the dashboard and the reports list only what your role, branch and plan allow. A new agent sees a short personal dashboard; a manager sees team figures; an owner sees the whole business. If something is missing, see the troubleshooting section of each page. Example company Examples use Padma Net Support , a Dhaka internet provider.",{"slug":108,"title":109,"group":105,"text":738},"Dashboard and widgets Your home page: a greeting, quick actions, and a set of widgets that show what needs you today and how your team is doing. Contents: Who can use it · The page · Period, branch and scope · Tabs · Widgets · Tasks · Example · Tips · FAQ Who can use it Everyone. Which widgets appear depends on your role , the modules in your plan, and your access. A widget you may not see is hidden. An administrator decides which dashboard each group gets (see Dashboards). Where: Home → Dashboard . It is also the page you land on after signing in. The dashboard page The top of the page greets you (\"Good morning\", \"Good afternoon\", \"Good evening\") and shows the branch you are viewing. A new workspace also shows the Getting started card (guide). Control What it does New ticket , New lead , New task Quick actions; shown when you have the right to create them Period Today , Last 7 days , Last 30 days , or Custom range (\"Pick dates\") Refresh (circular arrow) Reloads every widget Customize Arrange this dashboard for yourself (see Your own layout) Manage dashboards Opens Settings → Dashboards; only for people who may manage them Branch pill Shows All branches or the branch chosen in the top bar switcher If the page cannot load it says \"Your dashboard could not load\" with Try again . If your access covers none of its widgets it says \"Nothing on this dashboard for you yet\". Period, branch and scope - Period applies to widgets that show figures over time. Widgets that are live (\"Live now\") ignore it. - Branch follows the branch switcher. - Whose figures (scope) is set per widget by the administrator: Me (mine), Team (my team), Branch (my branch) or All (everyone). Each widget shows the widest scope your access allows. More than one dashboard An organization can have several dashboards (for example one for the support floor and one for managers). Your first matching dashboard is your default; others appear as tabs. Your own layout Anyone can arrange a dashboard for themselves without changing it for others. 1. Open the dashboard tab you want to change and click Customize . 2. In the panel, add a widget from Add a widget , drag a row (or use the up and down arrows) to reorder, choose a Width (one, two or three columns) and a scope, or remove a widget with the bin. 3. The page behind the panel shows the result as you go. Click Save my layout . The dashboard now shows a Your layout badge. Back to shared layout in the same panel removes your arrangement. You can only add widgets your access allows; if your access later changes, widgets you can no longer use simply disappear. People who manage dashboards also see Share with roles : give the arrangement a name, pick one or more roles, and it becomes a new shared dashboard for those roles (edit it later under Settings → Dashboards). Widgets explained Every widget has a title, a Refresh and, where useful, View all or Show all {n} to open the full list or report. A widget that cannot load says \"This widget could not load\" with Try again ; one no longer available to you says \"This widget is no longer available to you.\" Work and alerts Widget What it shows Needs your action Approvals (leave requests, leave adjustments, purchase requisitions) and alerts (tickets past or near their SLA, overdue tasks, overdue lead follow-ups, missed callers to call back, trial ending, payment due, subscription not active, storage nearly full, phone system problems such as a stopped PBX server or a SIP trunk that is down). \"You're all caught up\" when empty Tasks Overdue , Due today , Open , Completed Upcoming deadlines Tasks due in the next week and calendar events Team workload For each person: open tasks, overdue tasks and open tickets Support Widget What it shows Tickets Open (with \"due within a day\"), SLA breached (with at-risk count), Created , Resolved , First response SLA compliance First-response and resolution targets Met and Missed in the period Sales Widget What it shows Sales New leads , Open leads (unassigned, follow-ups due), Pipeline (open deals), Won (deals and win rate) Phone Widget What it shows Calls Total calls (in and out), Answer rate , Missed , Avg talk Queue health Per queue: Offered , answered, Abandoned , Service level , Longest wait , average answer time Live now Calls talking and Waiting , longest wait, agents Available , busy or away. Updates every 30 seconds My calls Your status, calls Answered , talk time, your Call back list with a Call button Call insights AI summaries and sentiment of recent calls (when AI is on; see AI) People and HR Widget What it shows Top agents A ranked table: Calls , Handle time , Resolved , SLA met , Won , Tasks done My performance Your own figures for the period My progress Your gamification points, level and rank Attendance today On time , Late , On leave , Not in yet , and who is late today My attendance Your shift, check-in and check-out, minutes late, and the period summary Headcount Active people , who Joined , and By department Leave To decide , Out today , Coming up New joiners & probation Recent joiners and probation end dates Birthdays & anniversaries Upcoming ones Contracts ending Employee contracts about to end Workspace Owner-level overview of the workspace Tasks Look at the last 30 days for one branch 1. Choose the branch in the top bar. 2. Set Period to Last 30 days . 3. Read the widgets; click View all on any for details. See your team's figures only Widgets set to Team scope show your team automatically. If you see only Me , ask an administrator to widen the widget's scope or give you a team to lead. Call back a missed caller 1. In My calls , open Call back . 2. Click Call beside the caller. The list shows number of tries and when. Example scenario Nusrat, support lead at Padma Net Support, opens the dashboard at 9:00. Needs your action shows \"3 of your tickets are close to their SLA\" and one leave request from Imran. She approves the leave, clicks into the tickets, then looks at Queue health : the Billi",{"slug":111,"title":112,"group":105,"text":740},"Media (files and folders) Your team's shared drive: upload files, organise them in folders, share them with colleagues, and attach them to tickets, clients and employees. Contents: Who can use it · The Media page · Upload · Folders · Share · Trash and restore · Details drawer · Where files are stored · Attach from other pages · Example · FAQ Who can use it Everyone can use Media for their own files and the files shared with them. It is a work tool open to all roles. Where: Home → Media . The Media page Area What it shows My Drive Your own files and folders Shared with me Files and folders others shared with you 9bx Library Files 9bx shares with every organization (empty at first: \"Nothing in the 9bx Library yet\") Starred Items you starred Trash Items you deleted Filter by type : Images , Documents , Media Quick filters in the sidebar and above the list (also Video ) Button \u002F control What it does Upload files Pick files from your computer Upload folder Upload a whole folder New folder Create a folder Search files... Search names; the top bar searches \"files, folders, people\" Grid or list view Switch the layout Storage badge Shows 9bx storage or Your server , see Where files are stored Breadcrumbs Click My Drive or a folder name to go up Select several items to get the bulk bar with Move and Trash . Upload files 1. Click Upload files (or Upload folder ). 2. Choose the Destination folder . 3. Under Who can see these files? choose the visibility (see Share). 4. Click Upload . You can Hide the window; uploads keep going. Images, PDF, documents and video up to 2 GB each. If some fail you see \"{n} of {m} file(s) could not be uploaded. Retry them below.\" Create and organise folders 1. Click New folder . 2. Enter Folder name , choose Visibility and the Destination folder . 3. Click Create folder . Use Edit Folder (from the item menu) to rename or change visibility. Right-click an item (or open its menu) for Share , Rename , Move to... , Add to Starred , Move to trash . Move to... asks you to Select a folder . Share a file or folder 1. Open the item menu and choose Share . 2. In Add people by name or SS-code... pick colleagues, and choose Editor or Viewer for each. 3. Under General access choose Restricted (only people listed) or Anyone in the organization (\"Can view and reuse this file\"). 4. Click Done . Sharing a folder cascades to everything inside it. People with access lists everyone, with the Owner first. Star, trash and restore Action How Star Add to Starred Delete Move to trash ; it asks \"Move selected items to trash?\" Restore Open Trash , choose Restore Delete forever In Trash choose Permanently Delete (asks to confirm) File details Open an item to see the Details drawer: Owner , Size , Stored on , Visibility ( Org or Specific ), Shared with and a Share button. Image previews The grid, the list and Select from Drive show a small preview of each photo, so a folder full of pictures opens quickly. The preview is made a few moments after the upload; until then the full image is shown. Opening a file shows it at full size. Images you already looked at load from your browser for a few minutes instead of downloading again. Opening or downloading a file is recorded in the activity log. Scrolling through the grid or list is not. Where files are stored The badge tells you: 9bx storage (kept by 9bx and counted toward your plan) or Your server (a server your organization connected, which does not count toward the plan). Choose and test this under Storage. Attach files from other pages Tickets, clients and employees use the same library through Select from Drive : the tabs My files , From library and Upload new , with a search box. Tick files and click Insert selected . Example scenario Imran uploads \"Router setup guide.pdf\" to a folder \"Customer guides\" and shares the folder as Viewer with the whole support team. Nusrat attaches the same file to a ticket through Select from Drive instead of uploading it again. Tips - Keep one folder per team and share the folder, not each file. - Star the files you use daily. - Use Anyone in the organization for company-wide policies. Troubleshooting and FAQ I deleted a file by mistake. Open Trash and click Restore . A file will not upload. Check the size limit (2 GB), your connection, and your storage status; if storage is full ask an administrator. I cannot share. Only the owner or an Editor can share. \"Couldn't load Drive\". Reload; if it persists, ask an administrator to check Storage. Related pages Dashboard · Storage (administration)",{"slug":114,"title":115,"group":105,"text":742},"Reports One page lists every report you can open, grouped by area. Pin favourites in the sidebar, schedule any report to arrive by email, and export the figures. Contents: Who can use it · The Reports hub · All reports · Schedule a report · My scheduled reports · Export · Example · Tips · FAQ Who can use it Staff whose role includes the relevant report permission. Each report also needs its module (and, for call reports, the call-reports plan feature). The Reports group is hidden if you cannot open any report. Scheduling needs the right to open the report; recipients who cannot open it are skipped. Where: Reports → All reports . The sidebar also pins four shortcuts: Call summary , Queue report , SLA report and Deal report . The Reports hub The hub, titled Reports (\"Every report you can open, by area\"), shows a card per report, grouped by area: Calls , Queues , Tickets , Sales , People . Control What it does Open (click the card) Opens the report Live tag A live screen (the wallboard) rather than a period report Schedule Opens the schedule form for that report \"{n} schedules\" Shows how many email schedules you have for it My scheduled reports Opens the list of your schedules If your role has no reports: \"No reports yet. Your role does not include any reports. Ask an administrator for access.\" All reports Area Report What it tells you Calls Call summary Call volume, answered and missed calls, and how they compare with the period before Call CSAT How callers rated their calls in the after-call survey Call quality MOS, packet loss and jitter, and where poor calls come from (trunk, extension, hour) Call costs Estimated cost of outside calls by trunk or destination, from your rate decks Queues Queue report Service level, waits and abandoned calls for each queue Queue wallboard Live callers and agents per queue, for a wall screen Break report How long queue agents were on break, and why Tickets SLA report First-response and resolution targets met, by period Ticket CSAT How customers rated resolved tickets Sales Deal report Wins and losses, lost reasons and the weighted forecast People Attendance summary Attendance totals per employee for a period Agent performance Per agent: calls handled, answered %, handle time, tickets resolved, SLA, CSAT, tasks and deals won, ranked Phone reports need the phone module; ticket reports need tickets; the attendance report needs HR. Reports of other modules, such as Quality and Workforce reports, live inside their own sections (Quality, Workforce). Each report has its own date range, filters and refresh controls on its page. For what the figures mean see Queues, Call history, SLA, Deals and Attendance. Schedule a report Scheduled reports are emailed on a timetable so you do not have to remember to open them. 1. On the hub click Schedule on the report's card. 2. In Schedule this report fill in: Field What to enter Name Used as the email subject. Empty uses the report name How often Every day , Every week , Every month Send at The time, in the workspace time zone On (weekly) The weekday, Monday to Sunday On day (monthly) A day of the month, or Last day . A shorter month sends on its last day Covering The period up to the moment it is sent: Today so far , Yesterday , The last 7 days , Last week (Mon to Sun) , This month so far , Last month Send to People in the workspace ( Choose people ); at least one 3. Click Save . You see \"Report scheduled\". Anyone who cannot open the report is skipped when it is sent, so the report never reaches someone who should not see it. My scheduled reports Reports → All reports → My scheduled reports lists your schedules (\"Reports emailed to you and your team on a schedule\"). Each row shows when it goes (\"Every Monday at 08:00\"), the period it covers, the number of recipients, the next send time and the last result. Control What it does Switch ( Active \u002F Paused ) Pause or resume without deleting Send now (paper plane) Sends once immediately; a message says \"Sent to {n} people ({n} skipped)\" Edit (pencil) Opens Edit schedule Delete (bin) Asks \"Delete the schedule ...?\" Last-result tag Sent , Partly sent , Not sent , Failed If you have none: \"No scheduled reports yet\" with a button Go to the Reports hub . Exports Several reports (for example Queue report, Call CSAT, Break report, SLA report, Ticket CSAT, Deal report) include an export button on their own page, usually Export or Download CSV , that saves the figures for the period and filters you chose. Look at the top right of the report page; the exact name differs by report. The export of call reports is a plan feature; the page says \"Upgrade for the call summary report and CSV exports\" if your plan lacks it. When a large export finishes you receive an Exports and bulk updates notice (notification preferences). Example scenario Rafiq wants the weekly SLA figures in his inbox. On the hub he clicks Schedule on SLA report , names it \"Weekly SLA\", chooses Every week on Monday at 08:00, Covering Last week (Mon to Sun) , and adds himself and Nusrat as recipients. On Monday morning the email arrives. Later he clicks Send now to test a change to the recipient list. Tips - Schedule monthly reports for Last month on day 1 or 2 so the period is complete. - Pause a schedule instead of deleting it when someone is away. - Use the pinned sidebar reports for daily checks and the hub for the rest. Troubleshooting and FAQ A report is missing from the hub. Your role or plan does not include it (see Who can use it). A recipient did not get the email. They may lack permission for the report (skipped), or the email went to spam. The last result shows \"{n} sent, {n} skipped\". The schedule sends at the wrong hour. Times follow the workspace time zone; check it in Organizations and branches. Can I schedule a live report? The Queue wallboard is live; schedule a period report such as the Queue report instead. Related pages Dashboard · Queues · SLA policies and reports · Quality",{"slug":302,"title":303,"group":303,"text":744},"HR (HRM) Manage your people from hiring to payslip: employee records, attendance, shifts, leave, holidays, timesheets, expenses, benefits, payroll, recruitment, onboarding, offboarding, documents, performance and privacy. All pages are under HR in the left menu. What you see depends on your role and plan: a menu item you cannot open is hidden, not broken. Ask your administrator for access. The full menu in the current layout is in the Menu map. Set up first HRM works best when the basics exist before you add people. If you are starting from nothing, do these in order: 1. HRM setup: departments, designations, fiscal years, grades. 2. Shifts and schedules: at least one default shift. 3. Holidays: a holiday calendar for the year. 4. Leave: leave types, a leave policy and an approval workflow. 5. Employees: add your staff. 6. Payroll setup: a salary structure for each person. Guides Topic Guide People, profiles, documents, contracts, privacy of fields Employees Departments, designations, fiscal years, grades HRM setup Daily attendance, summary, weekly off, rules, imports Attendance Fingerprint devices and punch logs Access control (devices and punch logs) Shift types, schedules, rotations, overrides, rosters Shifts and schedules Employee or manager requests to change a shift Shift change requests Leave types, policies, requests, approvals, balances Leave Public holidays and holiday calendars Holidays Salary structures, templates, bonuses, loans, tax, PF, formulas Payroll setup Monthly runs, registers, payslips, payment Payroll runs and payslips Company payment accounts, marking salaries, claims and advances paid Marking payments paid Paying in several currencies and countries, exchange rates, rate types, pay calendars per legal entity, consolidated payroll Multi-currency and multi-country payroll Off-cycle runs, reversals, retro pay, commissions, bonus guidelines, paying payroll, accounting, year-end statements Payroll corrections, payments and accounting Filing deadlines, statutory reports, minimum wage and hours, country pack updates Compliance United Arab Emirates and Saudi Arabia: pension, GOSI, gratuity, leave, holidays, WPS and Mudad salary files Country packs: UAE and Saudi Arabia Bangladesh: income tax withheld from salary, provident fund, festival bonus, gratuity, leave, holidays, Bangla letters, BEFTN salary file Country pack: Bangladesh India: provident fund, ESI, income tax under the new or old regime, gratuity, bonus, professional tax and welfare fund by state, Hindi letters, ECR and statutory returns Country pack: India Singapore: CPF by category and age, SDL, self-help group funds, IR8A data, leave and holidays, GIRO salary file Country pack: Singapore Malaysia: EPF, SOCSO, EIS, monthly tax deduction (PCB), HRD Corp levy, termination benefits, Malay letters, IBG salary file Country pack: Malaysia United Kingdom: PAYE by tax code (Scottish and Welsh rates), National Insurance, student loans, workplace pension, statutory sick, maternity and other statutory pay, redundancy pay, FPS, EPS, P60 and P45 data, BACS file Country pack: United Kingdom Jobs, candidates, offers, careers page Hiring Final settlement, terminations with legal review, exit interviews, alumni Final settlement, terminations and exit interviews Bulk actions, candidate messages, self-scheduling, kits, job boards, referrals, checks, recruiting analytics Hiring pipeline, sourcing and analytics Joining checklists, welcome page, buddy, 30-60-90 check-ins, probation reviews, internal moves Onboarding Data requests, consent, retention Privacy Turning AI on per area and country, notices, opt-out, the AI decision log, fairness reports, pausing all AI AI in HR Asking the HR assistant about your leave, payslips and policies, confirming what it suggests HR assistant AI drafts of job descriptions, offer letters, policies, announcements, review summaries and feedback summaries; wording checks for biased language AI writing help and wording checks AI match scores for applications with reasons, criteria about the job, the person's decision on each score, interview transcripts and summary drafts, candidate notice and opt-out AI screening and interview notes Attendance, payroll and data quality checks with AI explanations, attrition and absence predictions with their factors, opt-in burnout indicators by department, survey comment themes, questions about HR numbers in plain words People analytics with AI Reading ID documents and receipts with AI, applying confirmed values to the employee, duplicate and fraud checks on expense claims with scores, AI explanations and review Reading documents and checking expenses with AI What employees can do for themselves Employee self-service Org chart, people directory, teams, locations Org chart and directory Timeline, future-dated changes, job-change requests, positions, probation, rehire Employment changes and positions Pay ranges per grade, compa-ratio, band check, yearly raise cycle with manager worksheets and approval Salary bands and raise cycles Critical roles, successor pools and readiness, talent review meetings with rating calibration, the 9-box Succession and the 9-box Document vault, expiring documents, templates, HR letters Documents and letters Sending documents for e-signature Signatures Announcements, policy library, policy acknowledgements Announcements and policies Kudos with points, polls, company events calendar, news feed with comments and reactions Recognition, polls, events and the company feed Resignations, exits, exit checklists, clearances Offboarding Weekly timesheets, projects, timesheet approvals Timesheets API keys, webhooks, Zapier and Make, directory check, Jira and Asana time sync Integrations and API Keeping employees in step with payroll or ERP software: reading their API on a schedule, preview, sync log, adding and changing employees through the API, employee webhooks Employee sync and the employee API Trips, cash advances, mileage, per diem, company card sta",{"slug":327,"title":328,"group":303,"text":746},"Access control: devices and punch logs Connect fingerprint or other biometric devices so attendance is captured automatically, and review every raw punch. Access control is an add-on sold with HRM. If you do not see HRM → Access control , the add-on is not active. Who can use it Staff with the device and punch-history permissions. Where: HR → Access control → Devices and Punch logs . Biometric devices. Devices Devices lists the biometric devices that capture attendance for your organization. Click a card to open Device Details . Button \u002F field What it does Add Device Opens Add access control device Device name, Brand\u002FModel, Serial Number Identify the device, for example \"Device 01\", ZKTeco IP Address, Port, Username, Password How 9bx reaches the device on your network Device details Shows connection, model, protocol, Last sync , Enrolled count and Live punches (refreshes about every 5 seconds) Danger zone Remove the device On an employee profile, Fingerprint enrollment lists enrolled fingers and has Enroll new finger . Punch logs Punch logs shows every punch: Employee Code , Device , Punch Time . Use it to settle disputes (\"I did punch at 9:02\") and to check why a day shows late. Step-by-step 1. Click Add Device and fill in the name, model, serial number and network details. 2. Save. Open the device and confirm Last sync updates. 3. Make sure each employee's Employee code matches the code on the device. 4. Enroll fingers from the employee profile. Example scenario Padma Net Support installs a ZKTeco device at the Mirpur office. IT adds it with its IP address. HR watches Live punches while a few staff test it, then confirms their punches appear in Punch logs and on the Attendances calendar. Troubleshooting and FAQ No punches arrive. Check the IP address, port and credentials, and that the device is reachable from your server. Look at Last sync . A punch exists but the day shows absent. Attendance is generated from punches; see Attendance to regenerate it. Related pages Attendance · Employees",{"slug":393,"title":394,"group":303,"text":748},"People analytics with AI People analytics helps HR find mistakes and trends in HR data. Clear rules do the finding. AI explains what was found, groups survey comments into themes, and answers questions about your HR numbers in plain words. Nothing here changes a record, pays anyone, sends a warning or makes a decision. Every result is information for a person to review. Contents: Who can use it · Turning it on · Checks: attendance, payroll and data quality · Predictions · Burnout indicators · Survey comment themes · Ask a question · Privacy and safety · FAQ Who can use it It's on every plan. Roles get these permissions on the Roles screen, under AI in HR : - See checks, burnout by department and survey themes: AI analytics (List) . You see flags only for the employees you can already see. Payroll flags also need access to payroll and pay. Attendance flags need the attendance summary. Data quality flags need the employee list. - Run checks, ask AI to explain, close flags, change settings: AI analytics (Run) . - See predictions and burnout per person: AI predictions (List) . Running predictions also needs AI analytics (Run) . Give this only to the few HR people who need it. - Ask questions in plain words: AI questions (Use) . You can only get answers from the HR report data you can already open in the report builder. Survey themes also need access to the survey results. Roles that could already see or change the AI settings for HR get the analytics and prediction permissions. Roles that could already use the report builder get AI questions (Use) . Where: HR → AI in HR → People analytics , with the Checks , Predictions , Burnout and Ask tabs. Survey themes are on a survey's results page, under Comment themes . Turning it on Each part starts off . An HR admin turns it on in AI in HR, on the Features tab: - Payroll, attendance and data quality checks for the checks. - Attrition and absence predictions for predictions. - Survey comment themes for survey themes. - Questions about HR numbers in plain words for the Ask tab. You can turn each one on for every country or for one country. People in a country where a feature is off are left out. If all AI is paused, nothing runs. Checks: attendance, payroll and data quality 1. Open People analytics → Checks . 2. Click Run checks . You can pick only Attendance , Payroll or Data quality . 3. Flags appear when the checks finish. The most serious ones are at the top. What the checks look for: Area What is flagged Attendance (last 90 days) Late arrivals, absences or overtime well above the rest of the organization, and several days with a check-in but no check-out Payroll (latest payroll month) Net pay that changed sharply from the month before, net pay below zero, zero net pay when gross is not zero, deductions that take most of the gross, and a person paid twice in one month Data quality (active employees) Missing core fields (joining date, department, designation, date of birth, worker type, branch), impossible dates (born in the future, joined before working age, left before joining, joining more than a year ahead), and possible duplicates (same national ID, or same name and date of birth) \"Well above\" means far above your own organization's average. A minimum also applies, so a quiet month doesn't flag small differences. Each flag shows the figures behind it. Then: - Explain with AI gives a short explanation and a list of things to check. AI gets only the rule and the figures, never the person's name. - Dismiss means it's not a problem. Mark resolved means you fixed it at the source. Both need a short note. Reopen puts it back on the list. When you run the checks again, flags you dismissed or resolved stay as they are. An open flag that is no longer found is marked Cleared . The checks never correct anything themselves. Fix the record in its own screen. Predictions Predictions estimate attrition risk (someone may leave) and absence risk (someone may be absent more often). They are high-risk information, so: - Only people with AI predictions (List) can see them, and only for employees they can already see. - Every prediction lists the factors behind it. The score is the sum of those factors' weights, from 0 to 100: Low (under 35), Medium (35 to 59), High (60 and over). - Nothing happens because of a prediction. No message, task, status change or decision follows. - Every prediction is saved in the AI decision log. - People who opted out of AI processing are left out. The factors are about work patterns only: Attrition Absence Joined less than a year ago Absence rate well above the organization No leave taken in the last 180 days Absences rising in the last 45 days Overtime well above the organization Frequent late arrivals Absences rising in the last 45 days No leave taken in the last 180 days Late arrivals rising in the last 45 days Overtime well above the organization Many very long working days Many very long working days Several people left the same department recently Age, gender, religion, marital status, nationality, health and family are never used. To run them, open People analytics → Predictions and click Run predictions . Filter by Attrition or Absence , by band or by department. Open one to see its factors. Explain with AI writes a plain-words explanation and suggests supportive topics for a conversation, such as workload or time off. It never suggests discipline, dismissal or pay changes. Fairness: the prediction model can be tested in AI in HR → Fairness . The test uses made-up people who differ only in a protected attribute, and checks that every group gets the same results. Burnout indicators Burnout indicators are off until HR turns them on. When they're on, HR sees them by department by default. 1. In People analytics → Burnout , turn on Burnout indicators . 2. The page shows each department's people, how many are at risk, and how many have each indicator. The indicators are high overtime, many very long working days (over 10 hours),",{"slug":396,"title":397,"group":303,"text":750},"Reading documents and checking expenses with AI AI can read a photo or PDF of an ID document or a receipt, and copy what it shows so nobody has to type it. Clear rules also check expense claims for the same receipt or the same expense claimed twice. AI never saves anything to a record by itself, and it never approves, rejects or holds a claim. A person checks every value and makes every decision. Contents: Who can use it · Turning it on · Reading an ID document · Reading receipts · Expense checks · Privacy and safety · FAQ Who can use it It's on every plan. Roles get these permissions on the Roles screen, under AI in HR : - Read ID documents and receipts with AI: AI document reading (Use) . Saving the values still needs the usual rights: changing employee profiles, changing identity fields for birth date and parents' names, and adding identity numbers. - See expense checks: Expense checks (List) . You see checks only for the employees you can already see. - Run a check again, ask AI to explain it, mark it cleared or a concern: Expense checks (Review) . Employees don't need a permission to have their own receipts read. Roles that could already approve expense claims get the expense check permissions. Roles that could change the AI settings for HR or change employee profiles get document reading. Turning it on Both are off until an administrator turns them on in HR → Settings → AI in HR → Features : - Reading ID documents and receipts (area Documents and writing ) - Expense duplicate and fraud checks (area Expenses ) You can turn each on for every country or only for some. A person who chose Do not use AI on my data in My HR is left out: their receipts aren't read and their claims aren't checked. Reading an ID document AI reads national ID cards, passports, driving licences and work permits. Photos (JPEG, PNG, WebP) and PDF files up to 5 MB work. 1. Open the employee and choose Read ID with AI . Upload a photo, or pick an ID document that's already in the employee's documents. You can also use it when you add a new employee, to fill in the form. 2. AI shows what it found: name, full legal name, date of birth, gender, parents' names, address, document number, issuing country, issue date and expiry date. Anything it couldn't read clearly is left empty, never guessed. 3. Tick the values to keep and correct any that are wrong. 4. Choose Save to employee . Profile fields go to the employee's profile, and the number and dates are added to the employee's identity numbers. If you read a stored document, its number and dates are updated too. 5. If the reading is no good, choose Discard . Each reading can be saved once. The AI decision log records whether you kept the values as read or changed them. What happens to the file: an uploaded photo is read and then thrown away. It isn't stored. To keep the document, upload it to the employee's documents, where it's kept for as long as its document type says. Reading receipts When the switch is on, every receipt added to an expense claim is read by itself. The claim shows what AI found (merchant, date, total, currency and tax) next to the receipt as Read by AI . Use the values to fill in the expense line, and check them against the receipt. Nothing is filled in until you save the line. To try again, for example after a clearer photo, choose Read again . If AI couldn't read the receipt, you see the reason and type the values yourself as usual. Expense checks A claim is checked when it's submitted. Each finding adds points to a score from 0 to 100: Finding What it means Receipt used by another person The same receipt file is on someone else's claim Receipt used before The same receipt file is on another claim or line Same expense twice Same date, amount, currency and category on another claim or line Same amount within a few days Same amount and category within 3 days Receipt doesn't match The total or date AI read on the receipt differs from the line Unusually high Far above the usual amount for the category Just under the limit Between 90% and 100% of the policy's limit for one expense Round amount A whole round figure such as 100.00 or 500.00 A score of 60 or more is High , 30 or more is Medium , and the rest is Low . A claim with no findings is marked Clean . Where: HR → AI in HR → Expense checks lists the open checks, highest score first. The expense claim page shows the claim's own check to the approver. For each check you can: - Explain with AI: a short explanation of what the findings mean together, the innocent reasons they often have, and what to look at. AI isn't told the person's name. - Mark cleared: nothing is wrong. Give the reason. - Mark as concern: something needs a closer look. Give the reason, so the approver knows. - Reopen , or Check again after the claim or its receipts changed. The check never changes the claim. The approver approves or rejects it as always. Privacy and safety - Every AI reading and every check is in the AI decision log, with who decided and why. - Text written on a document or receipt is never followed as an instruction. - AI is used only when the switch is on, through your organization's own AI engine or the platform engine, exactly like the other AI features in HR. - Expense checks look only at your organization's own expense data. Troubleshooting and FAQ The Read with AI button is missing. Reading is switched off, or no AI engine is available. Ask an administrator to check AI in HR . \"AI can read photos and PDF files only.\" Save the document as JPEG, PNG, WebP or PDF and try again. \"The file is too large for AI to read.\" Use a smaller photo (up to 5 MB). \"You do not have permission to change … fields.\" Your role can read documents but can't change that part of the profile. Leave that value out, or ask someone who can. A claim has no check. The switch was off when it was submitted, the person opted out of AI, or it's still a draft. Use Check again once the switch is on.",{"slug":381,"title":382,"group":303,"text":752},"AI in HR: controls, decisions and fairness Decide where AI may help in HR, see every AI result and the person who decided on it, tell people when AI is used, and check that AI that scores people treats groups fairly. Contents: Who can use it · The rules AI follows · Turning AI on · Country rules · Data and training · Pausing all AI · Notices · Opting out · Decision log · Fairness reports · Monitoring · FAQ Who can use it Everything is on every plan. Permissions on the Roles screen, under AI in HR : - AI settings (List, Update): see and change the switches, notices and settings, pause AI. - AI decision logs (List, Show, Export, Decide): read the log, download it, and record the decision on an AI result. - AI fairness reports (List, Run): read reports, run one, mark a failed one as reviewed. Roles that could read the privacy settings get the List permissions; roles that could change them get the rest. Employees need no permission to read their own AI notices or to opt out. Where: HR → Settings → AI in HR (tabs Features , Settings , Notices , Decision log , Fairness , Monitoring ). Employees: My HR → AI and my data . AI uses the AI chosen for the whole workspace in AI settings: 9bx AI, or your own provider. Usage counts toward your AI allowance like every other AI feature. The rules AI follows - AI only suggests, ranks, summarizes, drafts, scores, flags, reads documents or proposes . It never rejects a candidate, rates an employee, changes pay, ends employment or approves anything. - When someone acts on an AI result, a named person records the decision and the reason. For hiring, performance and termination the person also confirms that they reviewed it themselves. - Every AI result is kept in the decision log with the engine, its version and what it was based on (references to records, not the personal data itself). - Personal details such as email addresses and phone numbers are hidden from the AI engine unless you turn that off. Turning AI on Every AI feature starts off . On the Features tab: Area Features Self-service HR assistant Documents and writing Writing help (job descriptions, letters, policies, announcements), reading ID documents and receipts Performance Review drafts and feedback summaries Hiring Reading resumes, candidate match scores, interview notes and summaries People analytics Payroll, attendance and data quality checks, attrition and absence predictions, questions about HR numbers Engagement Survey comment themes Expenses Duplicate and fraud checks 1. Turn a feature on for All countries , or open it and turn it on or off for one country of your legal entities. A country setting wins over the all-countries one, so you can turn a feature on everywhere except one country. 2. Turn on the whole area switches every feature of an area at once. 3. Each switch shows who changed it last and when. Features marked High risk (hiring, performance, predictions) need the confirmation step for every decision. Features marked Fairness tested can be held by a failed fairness report. If you already used AI resume reading in your hiring settings, Reading resumes is on for you. It still needs the hiring setting on as well. Country rules Some countries have special rules for AI in employment decisions. When the country pack of one of your legal entities says so, turning that feature on for the country (or for all countries) shows the rules first. Tick I have read and accept these rules to continue. The text you accepted, who accepted it and when are kept with the switch. Your data and training On the Settings tab: - Allow AI providers to train on our data: off by default. Leave it off unless you have agreed otherwise with your provider. - Our own AI engine is contracted without training rights: tick it to record that your own engine's contract does not let the provider train on your data. The list of engines in use (your own or the 9bx engine) is shown beside it. - Hide personal details from AI: on by default. - Fairness threshold: the lowest acceptable ratio between groups in a fairness report. The default is 0.8 (the four-fifths rule). - Keep the decision log for (days): 730 by default. A country pack can set its own period for entries about people in that country. Pausing all AI If something goes wrong, click Pause all AI , give a reason and confirm. Every HR AI feature stops at once, whatever its switch says. The page shows who paused it, when and why. Click Resume to start again; the switches are as you left them. Notices People are told when AI is used: Notice Who sees it Default wording AI-assisted draft The person writing AI-assisted draft. Review it before you use it. Candidate notice Candidates We use AI to help read applications. A person reviews every application and makes every decision. You can ask for your application to be reviewed without AI. HR assistant Employees You are talking to an AI assistant. Its answers can be wrong; check important answers with HR. HR data checks Employees Your organization uses AI to help spot errors and trends in HR data. People review every result, and AI never makes decisions about you. On the Notices tab you can reword each notice per language. When you leave a language empty, the wording of the country pack is used, then the default. The record of who saw or acknowledged a notice keeps the exact wording shown. Opting out - Employees open My HR → AI and my data , read the notices, click Got it on each, and turn on Do not use AI on my data . This is saved as a consent record (purpose \"AI processing of HR data\"), so it also shows under Privacy → Consents . AI features then skip that person. - Candidates who ask (for example by email) are recorded by HR: on the candidate, choose Record AI notice , pick Opted out and the source. AI features then skip that candidate. The decision log The Decision log tab lists every AI result: feature, area, who or what it was about, engine and version, status and who decided. Status Meaning Waiting for a person So",{"slug":390,"title":391,"group":303,"text":754},"AI screening and interview notes AI can help you read applications and interviews. It gives each application a match score against the job, with a reason for each criterion. It can also turn an interview recording or transcript into a summary draft. AI only suggests: a person makes every hiring decision, and each decision is saved with that person's name and reason. Contents: Who can use it · Turning it on · Setting the criteria · Scoring applications · Deciding on a score · Interview notes · Candidates: notice and opting out · Fairness · Privacy and safety · FAQ Who can use it It's on every plan. - See scores: the role needs AI screening (List) on the Roles screen under AI in HR . You see scores only for applications you can already see in Hiring. A hiring team member who can't see every application sees only the jobs they're on. - Score, set criteria, decide: the role needs AI screening (Run) . - See interview notes: the role needs AI interview notes (List) . Without access to all interviews, you see only the notes for interviews where you're on the panel. - Make interview notes: the role needs AI interview notes (Create) . Panel members make notes for their own interviews. People who manage interviews can make notes for any interview they can see. Roles that could already list applications, move candidates, list interviews or fill in scorecards get the matching permission. Where: on a job, the AI screening tab. On an application, the AI match panel. On an interview, Interview notes . Turning it on Both features start off . An HR admin turns them on in AI in HR, on the Features tab, under Hiring : - Candidate match scores for screening. - Interview notes and summaries for interview notes. Some countries have rules for automated hiring tools. In those countries, you have to read and accept a statement before you can turn a feature on. If a fairness report fails, screening stops until a person reviews the report. Setting the criteria Scores are based on the job, never on who the person is. 1. Open the job and go to AI screening → Criteria . 2. Add up to 15 criteria, for example \"OSPF and BGP in production\" or \"Customer support experience\". 3. Give each one a weight from 1 (nice to have) to 3 (most important). 4. Click Save . A criterion about a protected attribute is refused, for example age, gender, religion, marital status, nationality, health or looks. If a job has no criteria, AI uses only the job title and description. Scoring applications - One application: open it and click Score with AI in the AI match panel. - All of a job's applications: on the job's AI screening tab, click Score all . Scores fill in over the next few minutes. Candidates who asked for a review without AI are skipped, and the count is shown. Each score shows: - a number from 0 to 100 and a band: Strong (75 and up), Possible (50 to 74) or Weak (below 50), - one line per criterion: Met , Partly , Not met or Unknown , with the evidence from the application, - a short summary, - the notice that AI helped and a person decides. The AI screening tab lists the job's active applications with the highest score first. Applications without a score come last. This order is only a suggestion. What AI reads: the job's criteria, title and description, plus the candidate's skills, current title, resume, cover letter and answers to the job questions. Before anything is sent, the name, email, phone number and links are removed. Photos are never read. What AI never does: it never moves, rejects or advances an application, and a low score changes nothing. You move candidates on the board yourself, as usual. Deciding on a score Each score waits for a person's decision: - Accept : you agree with the score. - Edit : you give the score you think is right, from 0 to 100. - Reject : you don't use the score. Each decision needs a short reason and a tick to confirm that you reviewed it yourself. It's saved in the decision log with your name. You can't change a decision afterwards. To score again, run a new score. The newest one is the one that shows. Interview notes 1. Open the interview and go to Interview notes → New note . 2. Upload the recording (MP3, WAV, M4A, OGG, OPUS, WEBM or FLAC, up to 100 MB), or paste the transcript. 3. Optional: choose the language of the summary. 4. Click Draft summary . You get the transcript and a draft with a summary, strengths, concerns and follow-up questions. The candidate's name is removed before AI reads the transcript. AI doesn't rate the candidate or say whether to hire them. That's the interviewer's call. The recording isn't kept after the transcript is made. The person who made the note decides on it with Accept , Edit (paste the version you kept) or Reject . Each decision needs a reason and a confirmation tick, and goes to the decision log. Then write your own scorecard as usual. The note is never copied into it for you. To remove a note and its transcript, click Delete . Its maker or someone who manages interviews can do this. The decision log entry stays. Candidates: notice and opting out When screening or interview notes is on, the careers page tells applicants that AI helps read applications and that a person makes every decision. You can change this wording in AI in HR under Notices . Applicants can tick Review my application without AI . A candidate can also ask by email or phone. On the candidate, click No AI for this candidate and save. To undo it, click it again. For a candidate who opted out: - Score with AI and interview notes show \"opted out\" and don't run, - Score all skips them, - people review the application as usual. Fairness Screening scores people, so fairness reports can test it: - Synthetic people: made-up applicants who are alike in every way except gender or age group. They go through exactly the same steps as real applications. - Past results: real scores grouped by the voluntary diversity answers applicants gave. Only the AI's recommendation counts here (a score of 60 or m",{"slug":387,"title":388,"group":303,"text":756},"AI writing help and wording checks AI writes a first draft of a job description, an offer letter, a policy or an announcement for you. It also drafts the manager summary of a performance review and summarizes the feedback someone received. You decide what happens to every draft. A wording check flags biased or excluding words in job posts and reviews. Contents: Who can use it · Turning it on · Writing a draft · Deciding on a draft · Review summaries · Feedback summaries · Wording check · Language report for HR · Privacy and safety · FAQ Who can use it It's on every plan. - Writers: the role needs AI writing help (Use) on the Roles screen under AI in HR . Roles that could already change the AI settings or list performance reviews have it. - Review summaries: only the reviewer of a review, or HR filling in for the reviewer, and only while the manager part is still open. - Feedback summaries: the person's manager, or HR with access to feedback. - Language report: roles with AI fairness reports (List) . Where: HR → AI writing (tabs Write , My drafts , Language report ). On a review: Draft with AI and Check wording . Turning it on Writing help starts off . An HR admin turns it on in AI in HR, on the Features tab: - Writing help for job descriptions, offer letters, policies and announcements. - Review drafts and feedback summaries for reviews and feedback. This is a performance feature, so each decision on a draft needs an extra confirmation. The wording check works even when both are off. It only uses AI when you ask for the deeper check. Writing a draft 1. Open AI writing → Write . 2. Choose what to write: Job description , Offer letter , Policy or Announcement . 3. Enter a title and a short brief, for example the main tasks, the skills needed and the shift. 4. Optional: department, location, employment type, tone ( Neutral , Friendly , Formal ), length ( Short , Medium , Long ) and language. 5. Click Draft . The draft opens with the banner \"AI-assisted draft. Review it before you use it.\" Any word the wording check found is highlighted with a reason and a suggestion. AI leaves a [placeholder] for anything you didn't give it, such as a salary or a start date. It never makes up figures. Deciding on a draft A draft is never copied into a job post, letter or review for you. Choose one of these: - Accept : you use the text as it is. - Edit : you paste the version you kept. It's checked for wording again. - Reject : you don't use it. Each choice needs a short reason and is saved in the decision log with your name. For review and feedback drafts, also tick that you reviewed it yourself. Then copy the text you kept into the job post, letter or review form and save it there as usual. My drafts lists your own drafts with their status ( Draft , Accepted , Edited , Rejected ). Nobody else sees them. Review summaries While you write the manager part of a review, click Draft with AI . AI reads what you may read on that review: - the questions and answers (the employee's self review once it's handed in, and your answers so far), - the employee's goals for the period, - feedback the employee received in the review period (shared and manager-only feedback, never private notes). You get a summary, strengths and areas to grow. AI doesn't give a rating. The rating is yours. If the employee opted out of AI processing, the draft isn't available for their review. Feedback summaries On AI writing → Write , choose Feedback summary , pick the employee and a period (the last 12 months by default). AI groups the feedback into themes, each marked as positive, mixed or a growth area, with how often it came up. It doesn't quote or name anyone. Private notes are never included. Wording check The check looks for words that can put people off or treat groups unevenly: Category Examples Gendered wording chairman, salesman, manpower, guys Age-related wording young, energetic, digital native, overqualified Personality words often used unevenly (reviews) bossy, abrasive, emotional, pushy Family or caring duties maternity, childcare, family commitments Disability-related wording crazy, lame, handicapped Origin, culture or language native speaker, culture fit Appearance attractive, well-groomed Exclusive wording (job posts) rockstar, ninja, aggressive - Check any text: paste text on AI writing → Write → Check wording , choose what it is (job post, review, feedback, letter, policy, announcement) and click Check . - Check a review: on a review, click Check wording . It checks your comments and your summary. - Deeper check with AI: tick Also check with AI to catch subtler wording. This needs the matching AI feature on. The check only flags. It never changes your text, and you decide what to rewrite. The checks are in English. Language report for HR AI writing → Language report shows the latest wording check of each review: how many reviews were checked, how many had flags, the flags by category, and a list of flagged reviews with the employee, the person who checked and the flagged words. Filter by date or category. The report is advice for HR, for example for reviewer coaching. It keeps the flagged words only, not the review text. Privacy and safety - Every draft goes through the AI in HR rules: the feature switch, the employee's opt-out, hidden personal details, usage in your AI allowance, and the decision log. - Your brief and the review data are treated as content. Instructions hidden inside them are ignored. - The decision log keeps references (which review, how many answers), not the review text. Troubleshooting and FAQ The Draft button says the feature isn't available. Ask an HR admin to turn on Writing help or Review drafts and feedback summaries in AI in HR. All AI may also be paused. I can't draft a review summary. You can draft only while it's your turn to write the manager part of that review. \"There is no feedback to summarize in this period.\" Choose a longer period. Private notes don't count. Can AI save the text into ",{"slug":420,"title":421,"group":303,"text":758},"Announcements and policies Tell staff what is happening, keep a library of HR policies with versions, ask people to acknowledge the policies that matter, and show upcoming birthdays and work anniversaries. Contents: Who can use it · Screens · Announcements · Audience · Policies · Policy acknowledgments · The employee side · Example · FAQ Who can use it - Announcements and the policy library are on every plan that has HRM. - Asking people to acknowledge a policy, and the Policy acknowledgments page, need the matching permission. - Employees read what is addressed to them with no permission, as long as their login is linked to an employee record. - HR needs, in the Roles screen: the announcement permissions (List, View, Create, Update, Delete, Publish), the policy permissions (List, View, Create, Update, Delete, Publish) and the policy acknowledgment permissions (List, Create for reminders, Export). Where: HR's screens are in HR → Culture : Announcements , Policies (the policy library) and Policy acknowledgments . Employees open their own page from HR → Self service → My announcements , or from the Announcements widget on the dashboard. The screens Screen Purpose Announcements Write, publish and retract announcements; see who read them Policy library Policies with their versions, effective dates and audience Policy acknowledgments Who has acknowledged each policy, who is late; remind and export Announcements and policies The employee's feed, policies, acknowledgments and celebrations Announcements 1. Click New announcement . 2. Enter a Title and the Message (plain text; line breaks are kept). 3. Optionally set Show from (empty means from the moment you publish) and Hide after (empty means until you retract it). 4. Turn on Pin to the top to keep it above newer ones. 5. Choose the audience and click Save . It is saved as a draft. 6. In the row menu, click Publish . The audience is notified. If Show from is in the future, the status shows Scheduled and people are told when it starts. The list shows Status , Audience (\"Everyone (120)\" or \"35 people\"), Read (for example \"28 \u002F 35\") and Published . Click the read count, or Who has read it in the menu, to see Read receipts with tabs Not read , Read and Everyone . You can Edit a live announcement. Changing its audience tells the people added; people removed stop seeing it. Retract removes it from every feed but keeps the record and who read it. Only a draft or a retracted announcement can be deleted. Status Meaning Draft Not visible to anyone yet Scheduled Published, but Show from has not come yet Published Live in the audience's feed Retracted Taken down; record kept Choosing the audience Leave everything empty to reach everyone. Otherwise pick any of Branches (a branch includes the branches under it), Departments , Legal entities and Worker types , and add Named people on top. Choices add up: a person is included when any one of them matches. Policies 1. On Policy library , click New policy . Enter the Policy name, a Category (for example Conduct, Leave or Security) and a Description . Click Create . 2. Open the policy and click Add version . Choose the File (PDF or a document), the Effective on date and What changed (shown to employees). 3. To ask for acknowledgment, turn on Ask people to acknowledge this version and set Acknowledge within (days) (14 by default, counted from the effective date or publishing, whichever is later). 4. Choose the audience and click Save . The version is a Draft . 5. In the version menu, click Publish . Its audience is told, and if acknowledgment is on, everyone in the audience is asked. On a published version only What changed and the audience can be changed; the file and date stay as people were told. Retract a version and people see the one before it instead. Archive hides the whole policy from employees; Restore brings it back. A policy can be deleted only while none of its versions is published. Policy acknowledgments The page shows one card per published version that asks for acknowledgment, with a progress bar, \"12 of 40 acknowledged\" and an overdue count. Click a card to filter the list below to that version. - Remind sends a reminder to everyone who still owes it (at most once a day per person). - Ask new joiners asks people who joined the audience since publishing. This also happens automatically every night. - The list shows each person with Status ( Open , Overdue , Acknowledged ), Due and Acknowledged on . Filter by name or code and status. - Export downloads the filtered list as a spreadsheet (CSV) as evidence. Automatic reminders: the employee is reminded 7 days before the due date and on the day; on the due day their manager is told and HR gets a digest. When a newer version is published, open acknowledgments on the older one are dropped, so people acknowledge the text in force. The employee side On Announcements and policies : - Announcements tab: the newest first, pinned on top, unread ones marked with a dot and counted in the tab. Opening one marks it read. - Policies tab: if anything is waiting, a card says \"Please acknowledge N policies\". Click Read to open the file, then I have read it . Below it, every policy that applies to you with its version and Download , and a Coming note when a new version takes effect soon. - Next 14 days : upcoming Birthdays and Work anniversaries . Turn off Show my birthday to colleagues to hide yours; only the day and month are ever shown, never the year. Example scenario Padma Net Support updates its Code of Conduct. HR's Farhana adds version 2 with the change note \"New rules on customer data\", turns on acknowledgment within 14 days and publishes it to everyone. Field technician Jamal sees \"Please acknowledge 1 policy\", reads it on his phone and clicks I have read it . After ten days Farhana opens Policy acknowledgments , sees 8 people still open and clicks Remind . She also posts a pinned announcement \"Eid holiday roster\" for the Khulna branch only, and checks the ",{"slug":453,"title":454,"group":303,"text":760},"Approvals Decide every HR request in one inbox, follow your own requests step by step, reopen a rejection when it deserves a second look, hand your approvals to a colleague while you are away, and design who approves what. Approvals work the same way on every plan. Contents: Who can use it · Menu · What goes through it · How a flow runs · Inbox · Requests · Reopen · Email links · Delegations · Approval flows · Example · FAQ Who can use it - Approval inbox and Approval requests : staff with the approval request permissions (List, Show, Approve). Approve , Reject and Reopen show only to staff with Approve. Withdrawing a request needs Withdraw, and then works on your own requests (or anyone's with Reassign); seeing everyone's requests needs Reassign. - Delegations : the delegation permissions (List, Create, Delete). - Approval flows : the flow permissions (List, Create, Update, Delete). Only the permissions above decide who sees what. Where: HR → Leaves → Approval inbox (also Approval requests , Delegations and Approval flows in the same group). The Approvals menu Menu item Purpose Approval inbox Everything waiting for your decision Approval requests Requests routed through an approval flow, with their progress Delegations Let a colleague decide your approvals for a period Approval flows Choose who approves each type of request, in which order Which requests go through approvals Leave requests go through approval flows like every other request (flows of the type Leave request ; see Leave). Leave adjustment and Shift change approvals also show in the inbox and keep their own approval rules. You can build approval flows for these request types: Leave request, Expense claim, Travel request, Cash advance, Timesheet, Leave encashment, Overtime request, Attendance regularization, Work from home, Shift swap, Open shift claim, Shift availability, Profile change, Job change, Probation confirmation, Resignation, Final settlement, Letter request, Document verification, Tax declaration, HR form request, Goal, Improvement plan, Disciplinary action, Job requisition, Job offer, Hiring decision and HR automation request. If no active flow matches a request, it follows that feature's own default approval. Probation confirmation is the exception: it has no default, so without an active flow for it an employee cannot be confirmed. How a flow runs Every flow follows the same rules: 1. Any number of steps. A flow can have as many steps as you need, each with its own approvers. 2. One step at a time. A step opens only when the step before it is approved. Only the approvers of the open step can decide; a later approver cannot jump ahead, and one approval never finishes a flow that has more steps. 3. The last approval finishes it. The request is approved when its last step is approved, and only then does the request take effect (for example, the claim becomes payable or the employee is confirmed). 4. Any rejection rejects it. If an approver rejects at any step, the whole request is rejected at once and the person who asked is told. 5. A later approver can reopen. An approver of any step after the one that rejected can reopen the request with a reason (see Reopen a rejected request). Deciding on the record's own page (for example Approve on an expense claim) counts as your decision on the current step. It never skips the other steps. Decide in the approval inbox 1. Open Approval inbox . The Waiting for me tab lists your decisions; Covering for others lists those of colleagues who delegated to you. 2. Filter with Any type or search. The Step column shows the step name, Overdue or Due and, for cover, Covering with the person's name. 3. Click Approve or Reject on a row. Add an optional Note (the requester can read it) and confirm. 4. Click a flow request's title to open its details first. The inbox lists only requests whose open step is waiting for you. Any rejection ends the request. Steps you skip or that do not apply are shown as Skipped . Follow a request Approval requests has three tabs: Sent by me , My team and, for HR, Everyone . Filter by status ( Pending , Processing , Approved , Rejected , Withdrawn ). A request shows Processing once at least one step has approved it but it is not finished; Pending means no step has approved it yet. The Progress bar has one segment per step and shows who it is Waiting on . The same rule applies on every list of an approved record: expense claims, travel requests, cash advances, timesheets, goals, improvement plans, benefit enrollments, raise worksheets, contractor invoices, resignations, HR letters, job changes and probation reviews. A record shows Processing once at least one step has approved it and it is not final, and each list has a Processing filter. The record itself is still waiting for the last decision. Open a request to see its Steps (the open one is marked Current step , with \"Step 2 of 4\" next to the status) and its History : when it was sent, every approval, rejection, hand-over and reopen, who did it, at which step, when, and the note or reason. Steps also show whether a decision was decided automatically or decided by a delegate. While it is pending, the requester can click Withdraw ; an approver whose turn it is sees Approve and Reject . Status Meaning Pending The request is still moving through its steps Approved \u002F Rejected Final decision Withdrawn Pulled back by the requester or HR Waiting The step is open now (on a step) Not started A later step that has not opened yet Skipped Did not apply, or nobody to ask Passed on Handed to someone else Reopen a rejected request Sometimes a rejection deserves a second look (a receipt turned up, a budget was found). An approver of a later step can then reopen it. 1. Open the rejected request from Approval requests or from the notification. If you approve a step after the one that rejected it, a note says \"Rejected at “step name”. You approve a later step, so you can reopen it.\" and a Reopen button shows. 2. Click Reope",{"slug":324,"title":325,"group":303,"text":762},"Attendance See who came, who was late and who was absent, day by day, and understand the rules behind each mark. Employees clock in, see their own days and ask for corrections and overtime here too. Contents: Who can use it · Attendances · All employees · Summary · My attendance · Corrections · Overtime · Attendance policies · Weekly off · Work arrangements and geofences · Attendance sources · Import attendance · The rules · Example · FAQ Who can use it Staff with the attendance permissions. Each page has its own permission: Summary needs the final-attendance summary permission, Weekly off the weekend-policy permission, My attendance the punch-history List permission, and Overtime , Corrections , Attendance policies , Attendance sources and Import attendance their own List permissions. In the overtime and correction permissions, Request lets a person ask for themselves and Approve lets them decide and ask for others. People without Approve only see their own requests. Everything on this page is part of HRM on every plan. The access-control device source needs the access control add-on. Where: HR → Attendance , with Attendances , All employees , Summary , Weekly off , My attendance , Overtime , Corrections , Work arrangements , Import attendance , Attendance sources , Face verification , Face review , Attendance policies and Geofences . Employees also reach My attendance and Attendance corrections from the tiles in My HR. The Attendances calendar. Attendances (calendar) A grid with employees down the side and dates across. Each cell shows the day's result. Control What it does Day , Week , Month , Range Change the period shown Previous , Next Move the period Search employee… and employee filter Find people Generate attendance Builds attendance records for a Start date and End date from punches. Keep the window open while it runs (\"processed X of Y\") Import Uploads an attendance file ( Select attendance file , then Upload ). Use Download template first Cell codes: P Present, L Late, A Absent, LV Leave, W Weekend, N\u002FA no data, and a marker for a missing day. Click a cell to open the day details panel: late by, work hours, schedule, shift start and the raw punch history (device) . All employees (muster roll) All employees shows every employee for every day of a chosen month ( Select month ), with a per-employee total. Use it for month-end review before payroll. Summary Summary is an organization-wide rollup for the month plus today's live snapshot, with a breakdown By department . Figure Meaning Present days , Absent days , Leave days Month totals Late instances How many late arrivals this month Attendance % Share of expected days attended Today's snapshot Live counts including On time My attendance My attendance shows your own month, with the same figures HR sees. - Clock in card: shows today's status and punches. Click Clock in or Clock out . It appears only when Web clock-in is on in Attendance sources and you have the Clock in or out permission. Your branch may ask for your location, a selfie, or that you are on the workplace network. With face verification, add a photo of your face. - Cards: Attendance rate , Present , Late , Absent , Overtime (paid) and Time worked . - Days: each day with check-in and check-out, late minutes, overtime and half days. Use the arrows to change month. - Request overtime and Request a correction open the pages below. Pills such as \"2 corrections waiting\" show what is pending. Correcting attendance Use Corrections (page title Attendance corrections ) to fix a missing or wrong punch, or to record a work-from-home day. An approved correction updates the day straight away, and the day is worked out again (late, early out, overtime). The old values stay on the request. 1. Click Request a correction . Staff with Approve can pick someone under On behalf of . 2. Choose the Date and the Kind : Missing check-in , Missing check-out , Wrong punch time , Work from home or Full day correction . 3. Enter the Check in and\u002For Check out time. For Work from home , leave both empty to count the scheduled day. 4. Give a Reason and click Send request . To decide: click Decide , add a Note , then Approve or Reject . If an approval flow for Attendance regularization exists, the request shows \"Waiting in the approvals inbox\" and is decided in the Approval inbox . Pending requests can be withdrawn with Withdraw . Statuses: Pending , Approved , Rejected , Withdrawn . You cannot correct a future day, or a day older than the allowed window (90 days by default). One correction per day can wait at a time. Other ways to fix days: - Re-run Generate attendance for the dates after fixing a shift, a weekly off or a device problem. - Use Import attendance or Record a punch . - Late marks can be handled in Leave → Late leaves. - Pay effects can be fixed in payroll with Adjustments. Overtime Overtime has summary cards ( Approved and payable , Waiting for approval , Not approved , Taken as comp-off ) and two tabs. - Requests: click Request overtime , pick the Date , the Planned minutes and a Reason , then Send request . A request for a past day is marked After the day . Only one request per person per day. - Computed overtime: overtime worked out from punches, with the kind of day and multiplier, Counted and Payable time and a status. Approvers click Decide , can lower the Minutes approved , and Approve or Reject . With an approval flow for Overtime request , it goes to the Approval inbox. When the policy needs approval, overtime without an approved request is shown but not paid. Attendance policies Attendance policies (page Attendance and overtime policies ) has two tabs. Use New attendance policy or New overtime policy . - Who it is for: Branch , Shift , Grade , Employment type . Empty means everybody; the most specific policy wins, then the higher Priority . One policy of each kind can be the Default policy . - Attendance policy: Late grace , Early departure grace , Apply the late-leave penalt",{"slug":459,"title":460,"group":303,"text":764},"Automations Let routine HR work happen by itself: when something happens to an employee, and a condition holds, create a task, send a message, ask for approval or start a checklist. Contents: Who can use it · The screen · Build an automation · Triggers · Steps · Test and switch on · Run history · Safety rules and limits · Example · FAQ Who can use it HR administrators with the automation permissions. In the Roles screen these are the HR automation List , Create , Update , Delete and Activate permissions, plus List for automation runs. Update also allows testing. Activate switches an automation on and off. Someone with only the runs List permission sees just Run history . Where: HR → Automations . The screen Tab \u002F button What it does My automations Your automations as cards: name, On or Off , version, trigger, condition, steps and when it last ran Ready-made Twelve starter automations you can copy Run history Every run, with its employee, status and start time New automation Opens the editor with a blank automation Switch on a card Turns that automation on or off Test Tries the automation on a sample employee. Nothing is created or sent Edit \u002F bin icon Change or delete the automation Build an automation 1. Click New automation , or go to Ready-made and click Use on a starter. A copied starter opens in the editor with the message \"Copied. Review it, then switch it on.\" 2. Enter a Name (for example \"New joiner: IT setup\") and an optional Description . 3. Under When , pick what This happens (see Triggers). 4. Under If , type an optional Only when (optional) condition, such as department id == 3 and tenure days \u003C 30 . Click a name under \"Click to add:\" to insert it. Leave it empty to run every time. 5. Under Then , set up the steps. Add more with the step buttons, reorder them with the arrows, or remove them with the bin icon. 6. In texts you can use placeholders such as {{employee name}} , {{first name}} , {{department}} , {{designation}} , {{branch}} , {{joining date}} and {{organization}} . 7. Click Save . A new automation always starts switched Off . Triggers This happens Extra setting A new employee is hired None An employee becomes active or inactive Becomes : Active, Inactive or Either An employee moves to another branch None Onboarding starts for a new hire None Onboarding is completed None A date is approaching Which date (birthday, work anniversary, probation end date, contract end date, document or certification expiry and more) and Days before (0 means on the day) Date triggers are checked every hour, so a date run does not start at an exact time. Steps (Then) Step What it does Create a task A task in CRM → Tasks for The employee , Their manager , HR or A specific person , with Due in days . Turn on Escalate if not done to tell someone after a number of hours Send a message Subject and Message to a person, sent In the app , by Email , SMS or WhatsApp Ask for approval Raises a request through the approval flow set for \"HR automation request\". Without a flow the step is skipped Start onboarding or offboarding Starts the checklist that fits the employee. Nothing starts if no template fits. An exit started this way is a termination with today as the last working day; see Offboarding Change an employee field Sets Department , Designation , Reporting manager or Worker type . The change is recorded in the employee's job history Call a web address Sends the event and the employee as signed JSON to another system. Private addresses are not allowed Test and switch on 1. On the automation card, click Test . 2. In Sample employee , search for a person and click Run test . 3. Read the result. It says whether the condition holds and lists each step as Would run or Skipped , with a short explanation. 4. When happy, turn on the switch on the card. The pill changes to On . To pause an automation, turn the switch off. Editing an automation raises its version. Runs that already started finish with the version they began with. Run history Open Run history . Filter by Any automation and Any status , then click a row to see each step and what it did. Status Meaning Running The steps are being carried out Completed All steps finished Retrying A step failed. The run tries again later from that step Failed A step failed three times. HR and the person who made the automation are told Skipped Nothing ran. The run shows why, such as \"The condition did not hold, so nothing ran.\" Safety rules and limits - An automation runs only once per employee for the same event, even if the event repeats. - An automation never runs on a change it caused itself. Automations that trigger each other stop after three levels. - A failed step is retried up to three times with a growing pause. Steps already done are not repeated. - An automation has at most 10 steps. - Deleting an automation stops it. Its run history stays. Example scenario Padma Net Support hires engineers for the Khulna branch every month. Nasrin, the HR lead, copies New joiner: IT setup task from Ready-made . She adds the condition department id == 4 (Network Operations) and sets the task for A specific person : Rakib from IT, due in 2 days, escalating to HR after 48 hours. She tests it on Tanvir Hossain, sees \"Would run\", and switches it on. When Mitu Akter is hired next week, Rakib gets the laptop task automatically. Tips - Start from a ready-made automation; it is faster than building from scratch. - Always run Test on a real employee before switching on. - Set up the \"HR automation request\" approval flow first if you use Ask for approval (see Approvals). Troubleshooting and FAQ I do not see Automations in the menu. Your plan does not include it, or you lack the automation permissions. My automation did not run. Check that it is On , then look in Run history for a Skipped run and its reason. The approval step says Skipped. No approval flow exists for \"HR automation request\". Add one, then the next runs will use it. Can I undo a field change? Change the fiel",{"slug":351,"title":352,"group":303,"text":766},"Country pack: Bangladesh Run HR and payroll for a legal entity in Bangladesh: income tax withheld from salary, provident fund, festival bonus, gratuity and end-of-service benefits, leave and holidays under the Labour Act, Bangla letters and the BEFTN bank salary file. Contents: Who can use it · What the pack contains · Install · Employee fields · Income tax · Other payroll lines · End of service · Bank file · Reports and deadlines · Status of the figures · Example · FAQ Who can use it Admins and HR staff who can install country packs on a legal entity. Payroll content (pay components, the bank file, tax and provident fund reports) needs payroll on your plan. What the pack contains Area Bangladesh: private sector Income tax Tax year July to June. Income year 2026-27: tax-free income 400,000 (450,000 for women and people aged 65 or more, 500,000 for persons with a disability or third-gender taxpayers, 525,000 for gazetted war-wounded freedom fighters and injured July fighters); then 10% on the next 300,000, 15% on 400,000, 20% on 500,000, 25% on 2,000,000 and 30% on the rest. Salary exemption: a third of salary, at most 500,000. Investment rebate: the least of 3% of taxable income, 10% of eligible investment and 750,000. Minimum tax 5,000 Provident fund 7% to 8% of basic from the employee and the same from the employer (your provident fund settings) Festival bonus Two a year after one year of service, each one month's basic wage, unless you enter another amount End of service Termination by the employer: 30 days' basic wage per completed year. Resignation: 14 days per year from 5 years, 30 days from 10 years. Gratuity (30 days a year, 45 after ten years) when it is higher Leave Casual 10 days, sick 14 days, annual (earned) leave one day for every 18 days worked, maternity 120 days Holidays Shaheed Day, Independence Day, Pohela Boishakh (Bengali calendar), May Day, July Mass Uprising Day, Victory Day, Christmas, Shab-e-Barat, Shab-e-Qadr, Eid-ul-Fitr (3 days), Eid-ul-Adha (3 days), Ashura, Eid-e-Miladunnabi Working time 8 hours a day, 48 a week; overtime at twice the basic rate, at most 2 hours a day; Friday weekly holiday Notice 120 days by the employer and 60 by the worker for permanent monthly-rated workers; probation up to 6 months Letters Appointment letter, service certificate, salary certificate and no objection certificate, in English and Bangla Bank file BEFTN bulk salary file with routing numbers Reports Monthly tax deducted from salary, yearly salary and tax (for returns), provident fund contributions, workers' participation fund list The pack also carries the workers' participation fund rules, contract clauses in English and Bangla, local formats (day\u002Fmonth\u002Fyear dates, lakh grouping, the Bengali calendar beside dates), data protection defaults and electronic signature rules. Install the pack 1. Go to Settings → Legal entities and open the legal entity (its country must be Bangladesh). 2. Click Install country pack and choose Bangladesh: private sector (draft) . 3. Read the preview: it lists what will be added to your setup (pay components, holidays, leave types, work rules, letters, employee fields). 4. Tick the notice that the pack is not yet verified and click Install . Letters arrive as drafts: read them and publish them in Documents and letters before use. Leave types that you already created with the same code (for example CL ) are kept as they are. Hijri holidays (Eid, Shab-e-Barat, Shab-e-Qadr, Ashura, Eid-e-Miladunnabi) are added for this year and the next, and every following year on their own. Bangladesh follows its own moon sighting, which is often a day later: change the date in Holidays when the government announces the year's list. Durga Puja, Janmashtami, Buddha Purnima and Jumatul Bida are added by hand each year. Employee fields The pack adds a section Income tax (Bangladesh) to every employee profile of that country: - Person with a disability or third-gender taxpayer : Yes raises the tax-free income to 500,000. - Gazetted war-wounded freedom fighter or injured July fighter : Yes raises it to 525,000. - Worker under the Labour Act : Yes for staff who are workers under the Labour Act (not managerial or administrative roles). Use it to pick the people who share in the workers' participation fund. Women and people aged 65 or more get the higher tax-free income from the gender and date of birth on the profile. Put the NID under National ID (10, 13 or 17 digits) and the e-TIN under Tax ID (12 digits). Income tax withheld from salary Every month the payroll estimates the year's salary (what was paid so far in the tax year plus this month for every month left), takes off the salary exemption, works out the tax on the slabs with the person's tax-free income, takes off the investment rebate and spreads what is left of the year's tax over the months left. Above the tax-free income the year's tax is never less than the minimum tax. The investment rebate counts the investments the employee declared and proved in Tax declarations (DPS up to 120,000, savings certificates and government securities up to 500,000, life insurance, listed shares and mutual funds, other approved funds, approved donations and zakat) and the provident fund paid in through payroll. Festival bonuses are not foreseen when the year is estimated; the tax evens out over the months that follow. Provident fund, festival bonus and gratuity - Provident fund : set the employee and employer rates in the payroll provident fund settings; they are taken from basic every month. - Festival bonus : in a festival bonus run, everyone with at least one year of service gets one month's basic wage as on the festival date. If you entered a bonus for the person, that amount is paid instead. - Gratuity (accrual) : a monthly employer cost for your books (30 days of basic a year, 45 after ten years). It is not on the payslip. End of service When an offboarding settlement is worked out, the pack adds: - Compensation on terminat",{"slug":447,"title":448,"group":303,"text":768},"Benefits Offer health, dental, vision, life, disability and pension plans, choose who may join, enrol people (with their dependants), take the employee's share from pay and see what the plans cost the company. Contents: Who can use it · Plans · Who may join · Enrolling people · My benefits · Payroll · Costs and report · Statements · Example · FAQ Who can use it - My benefits: every employee, for their own plans, requests and statement. No permission is needed. Open My work → My benefits . - Plans: staff with the benefit plan permissions (List, Create, Update, Delete). - Enrollments, costs and statements: staff with the benefit enrollment permissions (List, Create, Update) and the benefit statement List permission. Where: HR → Benefits → Plans , Enrollments and Costs . Screen What it is for Plans Plans, their options, prices and who may join Enrollments Who is in which plan, enrolling someone, deciding requests, ending Costs What the plans cost a month, company share against employee share My benefits Your plans, a request for a new plan, your statement Plans Click New plan and fill in: Field Meaning Name For example \"Health cover\" Kind Health, dental, vision, life, disability or pension Provider The insurer or fund, as text (optional) Currency The currency of the prices. Only people paid in this currency can join Available from \u002F Available until The dates the plan is offered (optional) Active Turn off to stop new enrolments Options. A plan has one or more options, for example \"Employee only\" and \"Family\". For each option choose whether it Covers dependants and the most dependants it may cover. Add or change options later with Add option and the pencil. An option or plan with people in it cannot be removed; end their enrollments first. Removing it afterwards archives it, and past enrollments keep showing it. Prices (rates). Each option has a price a month, split into the Employee share and the Employer share . Choose Fixed amount or Percent of basic salary . A price starts on a date: click New rate , enter Effective from and the shares. Earlier months keep the old price. A price that has already started cannot be removed; one that starts in the future can. Who may join Under Who may join on the plan, tick what applies; leave everything empty to open the plan to everybody: - Grades and Branches (any of the ticked ones) - Worker types , for example full time - Minimum months of service The choices are combined: a person must pass all of the groups you used. Advanced users can switch to Write a rule and type a formula such as tenure months = 6 and employment type == \"full time\" . The facts you can use are grade, designation, department, branch, worker type, days of service and months of service. A rule that has a mistake is refused with what is wrong. A rule written by hand replaces the ticks; empty the rule to go back to them. Enrolling people HR enrols someone. On Enrollments click Enrol employee , choose the Employee , the plan (people who do not qualify are marked), the Option , the Start date and, for an option that covers dependants, tick the Dependants . Dependants come from the employee's own profile (Family section); add them there first. The enrollment is active at once. Enrolment is refused when: - the plan is not offered on the start date, or is in another currency than the employee is paid in - the employee does not pass the rule, or is not active - the employee is already in the plan - the option does not cover dependants, too many are chosen, or one is not the employee's Change or end. Open an enrollment to change the option, dependants, start date or note. Click End enrollment , choose the End date (optional Reason ): the deduction stops after that date. A person can join the plan again later. Requests from people. Employees can ask for a plan from My benefits . A request is Pending . - If your organization has an approval flow for Benefit request ( HR → Leaves → Approval flows ), it goes to the Approval inbox . A flow can use the kind and name of the plan, the employee and employer share, the currency, the number of dependants and the worker type. - Without a flow, staff with the right to change enrollments click Approve (optional Note ) or Send back (a Reason is required) on the Enrollments screen. Nobody can decide their own request. Status Meaning Pending Waiting for a decision. Nothing is deducted yet Active In force from the start date Ended Stopped on its end date Rejected Sent back, with a reason My benefits My work → My benefits shows: - Available plans with their options and your share. A plan you do not qualify for is greyed out; one you are already in is marked. - My enrollments with the status and your monthly share. Ask for a plan: click Request , choose the Option , the Start date and the dependants to cover, then Send request . Click Withdraw on a pending request to take it back. To leave a plan, ask HR. Click Download statement for a PDF of your plans (see below). Payroll The employee share of every active enrollment is taken from pay as Benefit deduction on the payslip, in salary runs (not in bonus-only runs). The price in force on the last day of the pay period is used. A weekly or bi-weekly run takes the matching part of the month. The company share is not on the payslip; it is only tracked under costs. An enrollment that ended during the period is still deducted for that period. Your payroll set-up needs the Benefit deduction component; new salary structures from the standard templates have it. If your organization built its own structure, add a deduction component that uses the Benefit deduction value. Costs and report Benefits → Costs shows, for a month you choose, each plan with the number of people, the Employee share , the Employer share and the Total , and a total per currency. HR reports → Benefit costs lists every enrollment with its shares as of a date, with the usual filters (branch, department, worker type) and exports. Statements A statement l",{"slug":483,"title":484,"group":303,"text":770},"Slack, Teams and WhatsApp approvals Get approval requests where you already work. Approve or reject from a Slack or Microsoft Teams message, get notices on WhatsApp, and file a leave request by typing a short command. Email approval links keep working as before. Contents: Who can use it · Connect Slack · Connect Microsoft Teams · Turn on WhatsApp · Link yourself · Approve from chat · Commands · Safety · FAQ Who can use it - Administrators with the Chat apps permissions connect the apps and see who is linked: HR → Chat apps (in the new menu: HR settings → Chat apps ). - Everyone manages their own links in My HR → Chat apps (also HR → Self service → My chat apps ). No permission is needed. - Works the same on every plan. Your 9bx support team sets up the Slack app and the Teams bot once for the whole platform. If a card says \"not set up yet\", ask them. Connect Slack 1. Open HRM → Chat apps and press Connect Slack . 2. Slack asks you to allow the 9bx app in your workspace. Allow it. 3. You return to 9bx, a \"Slack connected.\" message appears and the Slack card shows Connected with your workspace name. Once connected the button reads Reconnect . People whose Slack email matches their 9bx email are linked automatically the first time they use the bot. Everyone else links with a code (see Link yourself). Linked people at the bottom of the page lists everyone linked, the app, their chat user, Linked by (Email, Link code, Paired by admin or Turned on by the person) and whether notices are on. Pair manually links a person to their Slack member ID or Teams user ID when the emails do not match; Unlink removes a link. A Teams person marked Not reachable has not opened a chat with the bot yet. Disconnect on a card unlinks everyone on that app after you confirm. Connect Microsoft Teams 1. Open HRM → Chat apps . On the Microsoft Teams card enter the Directory (tenant) ID (and, if you like, a Name ) and press Connect . 2. Ask your Microsoft 365 administrator to add the 9bx app to Teams for your people. 3. Each person opens a chat with the 9bx bot and sends any message, for example help . That chat is where cards arrive. Matching by email works the same way as Slack. Teams only lets a bot write to someone who has opened a chat with it once. Turn on WhatsApp Press Turn on WhatsApp in HRM → Chat apps . Messages go out through your organization's WhatsApp connection in Messaging. Each person then turns it on for themselves in My HR → Chat apps , using the phone number on their profile. A WhatsApp message carries a one-time link that opens a page where you approve or reject. Link yourself 1. Open My HR → Chat apps . 2. Press Get link code next to Slack or Teams. The dialog shows the exact text to type, a Copy button and how long the code still works (15 minutes, once only). Get a new code replaces it. 3. In Slack type \u002F9bx link YOUR-CODE . In Teams send link YOUR-CODE to the bot. Press Done to see the app as Linked . Press Unlink at any time. Unlinked people simply keep getting email and in-app notices. Approve from chat When something is waiting for you, a card arrives with Approve , Reject and Open in 9bx . After you press a button the card changes to the outcome. If someone else already decided, or the request moved on, the card says so and nothing changes. - Requests that must be decided signed in (sensitive ones) only show Open in 9bx . - If you only act for someone else while they are away, the card opens the request in 9bx. - When your own request is approved or rejected you get a notice too. - Reopening a rejected request stays in the web and mobile apps. You can switch chat notices off per app with Send me notices here in My HR → Chat apps . On each card in HRM → Chat apps , administrators have Turned on (pause the app without unlinking anyone), Notify approvers (cards for decisions) and Notify requesters (results of people's own requests). Commands Command What it does approvals Lists what is waiting for your decision leave annual 2026-11-02 2026-11-04 family trip Applies for leave: type, from date, optional to date, optional reason link CODE Links your chat account help Shows the commands Leave requests follow the normal rules: balance, overlaps and your approval flow. How it stays safe - Every button carries a one-time token that expires after 72 hours and works only in the app it was sent to. - A token only works for the person it was sent to. Someone else pressing it is refused. - Slack and Teams calls are checked as genuinely coming from them before anything happens. - Every decision is recorded with who decided and from where (Slack, Teams, WhatsApp, email or web). Troubleshooting and FAQ The card shows \"already handled\". Someone decided first, the step moved on, or the 72 hours passed. Open the request in 9bx. Slack shows an error. The bot token stopped working, for example the app was removed from Slack. Press Connect Slack again. I get no Teams card. Open a chat with the bot and send any message once, then try again. I get no WhatsApp message. Check your phone number on your profile, that WhatsApp is turned on in My HR → Chat apps , and that your organization's WhatsApp connection is working. Can I approve by replying to an email? Use the approve and reject buttons in the email. They work once and expire like the chat buttons.",{"slug":345,"title":346,"group":303,"text":772},"Compliance Keep every legal entity's filing and payment deadlines in view, make statutory report files, stop underpayment and see when a country pack has a newer version. Contents: Who can use it · Calendar · Reports · Guardrails · Country packs · Example · FAQ Who can use it Staff with the compliance permissions ( List Compliance Calendar , Generate Statutory Reports , Update Compliance Guardrails and so on). People who could already run payroll received them automatically. It needs payroll in your plan. Where: HR → Payroll → Compliance . Everything on this page comes from the country pack installed on each legal entity (under Settings → Legal entities ). A legal entity without a pack has no deadlines, reports or limits here. Calendar The Calendar tab lists what is due, by date: what it is, the period it covers, who it goes to and the legal entity. - Deadlines are made from the pack for the coming year and kept up to date every night. Click Update from packs to do it now. - When you have filed or paid, click Mark done . Reopen puts it back. - An open deadline past its date shows Overdue . - When the pack names a report for a deadline, Make report opens the Reports tab with it filled in. HR gets a reminder a week before and on the day (in the app and by email). Change these under HR setup → Reminders (source Compliance filing deadline ). Reports 1. Open the Reports tab. 2. Choose the legal entity, the report and the period. Click Make report . 3. Download the file and submit it to the authority. Then mark the deadline done. The file covers final payroll of the period (locked and paid runs, with reversals and corrections). Submission is manual for now. Guardrails Rule When it is checked Pay below the minimum wage When a salary is saved, and before a run is locked Hours above the legal limits Before a run is locked, from attendance (average weekly hours and overtime hours in the month) For each rule choose Block , Warn only or Don't check . By default underpayment is blocked and long hours give a warning. With Block , a salary below the minimum is refused and a run with such a person cannot be locked; with Warn only it shows in the run's checks. Below the settings you see everyone whose current pay is below their legal entity's minimum wage. Country packs The Country packs tab shows, per legal entity, its pack and version, whether it is verified and until when. When a newer version exists you see what changed (rules changed, added, removed). Nothing changes on its own: open Review and upgrade to see the full difference and upgrade the legal entity when ready. HR is also told once, by notification, when a newer version appears. Example scenario Your company has a legal entity whose pack lists a monthly contribution return due on the 15th. 1. On 8 November HR gets the reminder \"Contribution return due on 15 November\". 2. HR opens Compliance → Calendar , clicks Make report on the deadline, checks the period (October) and makes the file. 3. HR submits the file to the authority, then clicks Mark done . Troubleshooting and FAQ The calendar is empty. The legal entity has no country pack, or its pack has no calendar. Install a pack under Settings → Legal entities . A report is not in the list. The legal entity's pack does not list it. A salary is refused as below the minimum wage. Raise it, or ask an administrator to set the rule to Warn only if there is a legal reason. Related Payroll corrections, payments and accounting · Payroll runs and payslips",{"slug":444,"title":445,"group":303,"text":774},"Contractors Manage contractors, freelancers, consultants and gig workers: their business details, contracts, invoices and payments, all in one place and separate from staff payroll. Contents: Who can use it · Contractors · Contracts · Invoices · Paying · The contractor's own page · Reports · Settings · Example · FAQ Who can use it Every plan includes contractors. - Contractors, contracts, invoices, settings: staff with the matching permission (List, Create, Update, Approve, Pay). Approving or sending back an invoice needs the invoice Approve permission; marking it paid needs the invoice Pay permission. - My contractor page: a contractor who signs in. No permission is needed. - Guest link: a contractor with no sign-in uses a personal link HR sends. Where: HR → People → Contractors . A contractor is a person with a worker type of Contractor , Freelancer , Consultant or Gig worker . They are not part of staff payroll and never get salary, overtime or leave pay. Contractors list The list shows each contractor with their current contract, invoices waiting for approval or payment, and whether their file is in order (the documents your organization requires are on file and they have an active contract). Add a contractor: click New contractor , fill in the name, email, worker type and role, and optionally the business name, tax number and country. The tax number is stored securely and only its last digits are shown. No invitation email is sent unless you turn on Send invitation . Open a contractor to see Overview , Contracts , Invoices and Documents . Documents lists what is required (for example the tax form) and each one's state: ok , missing , pending , rejected or expired . Documents with an expiry date remind HR before they lapse. Contracts 1. On the contractor, click New contract . The form starts from your country rules: standard clauses, the tax withheld from invoices and the payment terms. You can change any of them for this contract. 2. Choose how it is priced: - Hourly: a rate per hour, with an optional Cap on the total. - Fixed fee: one amount, billed in parts. - Milestones: a list of deliverables, each with an amount and a due date. 3. Fill in the scope, currency and dates, then Save . A draft can be changed freely. To make it active: - Send for signature: the contractor (after an optional company signer) gets a signing link. When everyone has signed, the contract becomes Active . If the contractor declines, or you click Cancel signature request , it returns to a draft. - Mark as signed: use this when it was signed on paper. An active contract can only have its end date, payment terms, scope or cap changed. Complete ends it normally; Terminate needs a reason. A contract past its end date expires by itself. Renew makes a new draft for the next term. Download signed copy opens the signed file. Milestones: the contractor can mark one Delivered ; HR clicks Accept when the work is good, and only accepted milestones can be invoiced. HR can also add a milestone to an active contract or Cancel one. Invoices Invoices come from three places: HR keys one in, the contractor sends one, or it is generated. 1. Click New invoice , pick the contractor and the contract. 2. Add the lines, or: - for Hourly contracts click Bill timesheet hours , choose the period, and approved billable timesheet hours become lines. Hours are billed only once. - for Milestones contracts tick the accepted milestones. 3. Add any tax the contractor charges. The page shows the Subtotal , the Withholding (the contract's percentage of the subtotal, kept back for the tax authority), the tax, and the Net the contractor receives. 4. Save draft or Submit . An invoice may not take the total billed past the fixed fee, the milestones' total or the cap. A contractor cannot reuse their own invoice number. Submitted invoices follow the approval flow you set for contractor invoices; with no flow, someone with the Approve permission decides. Nobody approves their own invoice. Send back needs a reason; the contractor edits and sends again. After approval the due date is set from the contract's payment terms. An approved invoice that should not be paid can be Voided with a reason; its milestones and hours are free to bill again. Paying invoices Payments are marked by hand, as for payroll and expenses; nothing is sent from 9bx. 1. In Invoices , open To pay , tick invoices and click Mark as paid . 2. Choose the method and the company account, enter the reference and date, and attach proof if you have it. 3. The net amount is recorded for each invoice. Several invoices marked together form one batch. Download bank file makes a file for your bank from the contractors' verified accounts; anyone left out is listed. It changes nothing until you mark the invoices paid. A payment marked by mistake can be undone with a reason; the invoice goes back to approved. If Hold payment until documents are in order is on in the settings, an invoice cannot be paid while the contractor lacks a required document. The contractor's own page With an account: HR → Self service → My contractor. Without one: the personal link from HR. HR opens it on the contractor, clicks Open guest link , and may email it. It works for up to 90 days, and Close guest link ends it at once. It also stops when the contractor leaves. The page shows contracts, milestones, invoices and their status, where the contractor is paid (masked), and the documents still needed. The contractor can send an invoice with their own file attached, mark milestones delivered and upload documents such as the tax form. Payments and withholding report Open Reports , choose a Year and see for each contractor the number of invoices, subtotal, tax, withholding and net paid, with totals per currency. Export CSV gives the same for your accountant. Only paid invoices count, in the year they were paid. Contractor settings Under Contractor settings : default payment terms, the default withholding percentage (used when ",{"slug":414,"title":415,"group":303,"text":776},"Documents and letters Keep each employee's files (NID, passport, certificates, contracts) with versions and expiry dates, and produce letters and certificates from templates, one by one, in bulk or on request. Contents: Who can use it · Screens · Employee documents · Document types · Expiring documents · Document templates · Issue a letter · Bulk letters · Letter requests · Employees: my documents and letters · Example · FAQ Who can use it - Every plan: employee documents (upload, list, download), Expiring documents and My documents . - Also included: document versions, HR verification, changing document types, Document templates , Letters , bulk letters and My letters . - Employees reach their own documents and letters with no permission. - HR needs, in the Roles screen: the document vault permissions (List, Show, Upload, Update, Delete, Download, Verify), the document type permissions, the document template permissions (List, Show, Create, Update, Delete, Publish) and generated document permissions (List, Show, Generate, Download), and the letter permissions (letters: List, Issue, Download, Send, Revoke; requests: List, Create, Approve). Restricted document types also need the right to see identity data. Letters that print pay need the compensation field group. Where: the employee documents are on HR → Employees → open a person → Documents tab. The other HR screens are in HR → Documents : Menu item Notes Document templates Button Generated documents at the top. Letters Buttons Bulk letters and Issue letter . Signatures See Signatures. Expiring documents Button Document types at the top. Employees reach My documents and My letters from HR → Self service , or from the tiles on My HR . The screens Screen Purpose Documents tab One person's files in folders, with status and expiry Document types The kinds of document you keep and their rules Expiring documents What expires soon, and files waiting for verification Document templates Letter, certificate and statement texts with merge fields Generated documents Every PDF made from a template, with its verification code Letters Tabs Issued , Requests and Bulk runs My documents , My letters The employee's own view Employee documents 1. Open the person's Documents tab and click Upload . 2. Choose the Type . If the screen says \"HR checks this kind of document before it counts\", the file waits for verification. 3. Choose the File (PDF, image, Word or Excel, up to 10 MB). Optionally fill Title , Number , Issued on , Expires on (required for some types), Folder and Notes . Click Upload . Files are grouped in folder chips ( All , then one per folder). Each file shows its type, version, size, expiry with \"N days left\" and a status. Its menu has Download , Upload new version , Version history , Verify , Reject and Delete . - Upload new version keeps the old file in the history; the new one is checked again where the type needs it. - Verify or Reject (with a reason the employee sees) a file that is Waiting for check . Nobody verifies their own upload. If your organization has an approval flow for documents, the check goes through the approvals inbox instead. Status Meaning Waiting for check Uploaded, not checked yet Verified HR checked it On file The type needs no check Rejected Not accepted; the reason is shown Expired Past its expiry date Document types On Document types , click New type or Edit on a row. Set the Name , Category (Identity, Legal, Education, Employment, Medical, Financial, Other), the Folder new files go to and Keep old versions for (days) . Switches: HR verifies uploads , Expiry date required , Restricted (only people who may see identity data, and the employee), Employees can upload it themselves and In use . Built-in types can be switched off but not deleted; a type that has documents cannot be deleted either. Expiring documents Pick a window ( Within 30 days to Within 180 days ). The list shows documents and certifications that expire in that window or already expired, soonest first, with Time left . Above it, Waiting for verification lists uploads HR has not checked. Click a row to open the employee's profile. Reminders go out automatically: HR gets a digest 30 days before, and the employee, their manager and HR are told 7 days before. Document templates 1. Click New template . Enter Name , Key , Kind (Letter, Certificate, Statement), Language and Subject . 2. Write the Letter text . Click a merge field (Date, Company, Legal entity, Employee, Compensation) to insert it at the cursor. Fields marked \"restricted\" print pay. 3. In Preview , pick an employee under Fill for to see real values. Missing values are listed; a real document is never made with a blank. 4. Click Create draft , then Publish . Later edits use Save as new version ; Versions lets you Use this text of an older one. To make a document, use Generate in a published template's row menu: choose One employee or Several employees , an optional Watermark and (for one) a PDF password , then Generate or Queue documents . Issue a letter 1. On Letters , click Issue letter . (No templates yet? Click Add starter letters , then read and publish them.) 2. Choose the Template and the employee. Optionally set Effective date and Purpose . 3. Choose Keep a copy in the employee's documents and Email the letter to the employee . Click Preview to check, then Issue letter . The letter gets a verification code and a QR code. In the Issued tab each letter's menu has Download , Email to employee , Send for signature (see Signatures) and Revoke . A revoked letter stays on record, its QR code shows it as revoked, and it can no longer be downloaded or sent. Bulk letters 1. Click Bulk letters . Under 1. The letter , choose the template, effective date and purpose. 2. Under 2. Who gets it , use By filter (legal entity, branch, department, employment type) or Pick people . The page shows \"This reaches N employees\" (at most 500 per run). 3. Under 3. Delivery , choose the vault copy and email. Click ",{"slug":477,"title":478,"group":303,"text":778},"Employee relations, cases and workplace safety Give employees a safe, tracked way to ask HR a question, raise a grievance or report a problem, and give HR one place to handle it: cases, disciplinary records, an HR knowledge base, incident and health-and-safety logs, medical check-ups and wellbeing resources. Incidents, check-ups and wellbeing need the health and safety add-on. A menu item you cannot open is hidden, not broken. For employees Find these under HR → Self service . My cases 1. Open My cases and choose Raise a case . 2. Pick a Topic (for example Question for HR, Grievance, Complaint about conduct), write a Subject and What happened . While you type the subject, matching HR policy articles are shown under These HR policies may already answer this , so you may find the answer without waiting. 3. Optionally name the colleague it is About . They are not told. 4. Choose Send to HR . The case appears in the list with its reference and status: Open, In progress, Waiting, Resolved or Closed. 5. Open a case to read HR's replies, answer, add a file (up to 20 MB) or Withdraw it while it is still open. What you should know: - Grievances and complaints are confidential. Only the HR people handling your case, and the people they give access to, can open it. Your manager does not see your cases. - You never see HR's internal notes or the names of the HR people working on it; replies are signed \"HR\". - If your company allows it, you can switch on Send anonymously . After sending you see your one-time key once, with a Copy button and the warning that it cannot be shown again. Tick I have saved my key and choose Done . To read replies later, open My cases → Read an anonymous report , paste the key and choose Open report . HR cannot see who sent it, and nobody can recover a lost key. The key is not saved in the browser. My notices If HR issues you a show-cause notice or a warning, it appears under My notices with a \"Needs your reply\" mark, and you are told. Open it to read the reason and dates, then: - Acknowledge receipt to confirm you received it. - Write your side under Your reply and choose Send reply before the Reply by date. You can update it while the notice is open. - After HR records a Decision , you may write an Appeal and choose Send appeal . You then see the result of the appeal. You never see HR's private hearing notes. Report an incident Open Report an incident and choose Report an incident to tell the safety team about an injury, a near miss, an illness or property damage. Choose the kind, the severity if you know it, When and Where , describe what happened, who saw it and what was done right away. Switch on This happened to me if you were hurt or became ill. Choose Send report . The page lists what you reported (and reports about you) with their status: Open, Investigating or Closed. My check-ups, Wellbeing and HR policies - My check-ups lists the medical check-ups planned for you, when they are due or were done, the outcome and any restrictions. Only you and the people allowed to see medical details see the outcome. - Wellbeing lists the helplines, counselling services and guides your company publishes, grouped by topic. Choose Read or Open link . - HR policies is a searchable library of your company's policies and answers. Search, or pick a topic. If you do not find an answer, choose Ask HR to raise a case. For HR Case work is under HR → Employee relations ( Cases , Disciplinary , HR policies , Relations analytics , Relations settings ). Health and safety is under HR → Safety ( Incidents , Medical check-ups , Wellbeing library ). What each person can do depends on their role: day-to-day case work, assigning, closing, access to all confidential cases, reading the audit trail and changing settings are separate permissions. Cases Cases is the queue. The tabs show Open , Assigned to me , Overdue and All , each with its count, and a notice tells you how many open cases have no one assigned. Filter by kind, priority or person, and search by reference or subject. Each row shows the Confidential , Anonymous and Legal hold marks. - New case opens a case for someone when a complaint arrives on paper or by phone, to start an investigation, or to track a long-term absence or a return to work. Choose the category, the priority, who raised it and who it is about, and whether it is Confidential . - On a case, the summary shows status, priority (change it right there), who raised it, who it is assigned to, the kind, who it is about, and the first response and resolution times. - Assign (or Reassign ) gives the case to a colleague, who is told. New cases are shared out automatically among the people set on the category, giving the next one to whoever has the fewest open. - In Conversation , write to the employee and choose Send reply , or switch on Internal note and choose Add note for a note only HR sees. - Steps lists the starter steps of the category (an investigation has steps to record the allegation, interview, collect evidence and decide; a return to work has steps for the fit note, the meeting and the review). Tick them off, add your own with a due date, or remove them. - Files holds evidence or a fit note. Downloads use short-lived links. - The ⋯ menu moves the case along: Mark in progress , Waiting for the employee , Mark resolved , and Put on legal hold \u002F Release legal hold . A case on legal hold is never removed automatically. - Close case asks for the outcome, which the employee sees. Reopen brings a closed case back. Confidential cases A confidential case is invisible to HR colleagues who are not on it: it does not appear in lists and its link answers \"not found\". It is open to the person assigned, to the people listed under People with access (add someone with Give access ), and to the few people allowed to open all confidential cases, such as the head of HR or an investigator. Every opening, change, file download and access change is written to the case's Audit trail tab, which ",{"slug":435,"title":436,"group":303,"text":780},"Employee sync and the employee API Keep your employees in step with the other software you use (payroll, ERP, an older HR system). 9bx can read your people from that software's API on a schedule or when you press Sync now , your software can add and change employees in 9bx through the API, and 9bx can tell your software the moment someone joins, changes, moves or leaves. Contents: Who can use it · Three ways to connect · Read employees from another system · Their API format · Field mapping and matching · Preview before you sync · Schedule and Sync now · Sync log · Leavers and deactivation · Add and change employees through the API · Employee webhooks · Example · FAQ Who can use it Every plan has employee sync, the employee API and webhooks. - Connections: staff with the Developer API permissions under Employees: list connections and activity, set up and change connections, create API keys, and run sync and fix errors. - API keys and webhooks: the same people as on Integrations and API. Where: HR → Developer API (in the HR setup group) for connections. API keys and webhooks are under HR → Integrations . Three ways to connect Way Direction Use it when Read their API 9bx reads employees from your other software, every hour, every day or when you press Sync now Your payroll or ERP is the master list of people They send to 9bx Your software sends each employee to the connection's webhook address the moment it changes Your developer can add a call to your software Employee API Your software adds, changes, deactivates and reactivates employees with an API key You build your own integration, or use Zapier or Make One connection can both read their API and take what they send. Nothing is ever deleted by any of them. Read employees from another system 1. Open Developer API → New connection and give it a name, for example \"Payroll system\". 2. Under API , turn on reading and fill in: - Base address of their API, for example https:\u002F\u002Fpayroll.example.com\u002Fapi . It must start with https:\u002F\u002F . - Sign-in : none, a bearer token, a user name and password, an API key in a header (you choose the header name, for example X-Api-Key ), a key in the address, or a client ID and secret. - Paging : how their API splits long lists (see the next section). 3. Click Test connection . 9bx reads a few records and shows them, with every field it found. This list is what you map in the next step. 4. Choose the role new people's logins get, and the branch new people go to when the record names none. 5. Map the fields, click Preview , then Sync now . Passwords, tokens and keys are stored encrypted. You can replace them but never see them again, and they never appear in logs or error messages. Their API format If their software was built to the 9bx format, leave everything as it is. For any other JSON API, open Their API format and say how it answers: Setting What it means Example Path Where the list of people is, after the base address. \u002F means the base address itself v2\u002Fstaff List key Where the list is inside the answer. . means the answer itself is the list results ID field The field that identifies a person in their system id Change date field The field with the date the person last changed modified No change date Tick when their API has none. Every sync then reads everyone, and people who did not change are skipped Deleted field A yes\u002Fno field saying the person was deleted there is deleted Paging Cursor (the answer gives the next cursor), Page (page 1, 2, 3...), Offset (skip 0, 100, 200...) or None (one answer has everyone) Offset Parameter names The names their API uses for the page, offset, cursor, page size and \"changed since\" skip , take A field inside another one is written with dots, for example job.department.name . Field mapping and matching Field mapping says where each of their fields goes: first name, last name or full name, work email (their login), phone, employee code, joining date, department, designation, branch, legal entity, grade, cost center, manager (by employee code), worker type, status, personal details, profile lists (addresses, bank accounts, identifiers and so on) and your custom fields. Choose Ignore for fields you do not want. A value map translates their words into 9bx's, for example their status \"Left\" to \"inactive\", and a date format reads dates such as 31\u002F12\u002F2026 . Matching decides which existing employee a record is, the first time it arrives. Choose any of employee code , email and identifier (for example a national ID number). After the first match the two stay linked. If two employees could match, nothing is guessed: the record waits in Errors for you to link it by hand. Departments, branches and the like are looked up by code or name. A name 9bx does not know is left as it was and noted as a warning. Translation tables let you point their branch or legal entity names at yours. Preview before you sync Click Preview on the connection. 9bx reads the first records (25 by default, up to 100) and shows, for each person, what a sync would do, without changing anything: - Create : a new employee, with the values that would be set. - Update : an existing employee, with each field that would change, from and to. - Skip : nothing to do (unchanged, older than what 9bx has, or a deletion the connection ignores). - Deactivate : the record says the person was deleted and the connection deactivates on delete. - Error : the record cannot be used, with the reason (for example no email, an email that already belongs to someone else, no role chosen for new people). Personal details such as national ID or bank numbers show only that they would change, as . Schedule and Sync now - Schedule: every 15 minutes, 30 minutes, hour, 6 hours or day. The schedule starts after the first sync has been run by hand. - Sync now reads what changed since the last sync. Full sync reads everyone again; people who did not change are skipped, so it is always safe. - A sync that is already running is not started twice. Large fir",{"slug":318,"title":319,"group":303,"text":782},"Employees Keep one record per person: personal details, job placement, documents, contracts, pay history and branch access. Contents: Who can use it · The Employees page · Add an employee · Add with full details · Verify an email · The full edit page · The employee profile · Sensitive fields · Contracts ending · Example · FAQ Who can use it Staff with the employee permissions (view, create, update, delete). Pay, bank, identity and medical details have their own permissions, so a colleague may open a profile and still see \"Restricted\" on some fields. Where: HR → Employees , and HRM → Contracts ending . The Employees list. The Employees page The page lists all staff of your organization, with search and filters (including All worker types ). Columns include employee code, name, designation and worker type. New employees are sent to the fingerprint devices automatically. Button \u002F control What it does Add Employee Opens the new-employee panel Row click Opens the employee profile Edit Opens the full edit page Delete Removes the employee after you confirm Mark email as verified (row menu) Shown while the person's email is not verified. See Verify an email Any email filter Show only Email verified or Email unverified people The Account column shows the sign-in state (Invited, Link expired, Active) and an Email unverified badge while the email is not verified. Add an employee 1. Click Add Employee . 2. Enter First Name , Last Name , Email Address and Mobile . 3. Choose the Role (what they can do in 9bx), the Worker type and a Password . 4. Click Add Employee . You can finish the details afterwards with Edit profile . Worker type is one of Full-time, Part-time, Contractor, Freelancer or Intern. If you do not set one, Full-time is used. To hire from a job application instead, use Convert to employee in Hiring. Add with full details Click Add with full details to add everything at once in steps: basics, job, personal details, records, custom fields and documents. You can Save draft at any step and resume later from Drafts . In the Job step, First pay record is optional: 1. Enter the Amount , Currency and how often it is Paid . 2. Choose the Salary template . It decides how a monthly pay is split into basic and allowances. Your default template is already selected. 3. For a monthly or yearly pay, a Monthly split box shows each part (for example Basic, House rent, Medical) and the Monthly gross . A yearly pay is divided by twelve. When you click Create employee , the split becomes the person's salary structure for payroll. Hourly, daily and weekly pay is kept as pay history and has no monthly split. The Salary template field shows only when your organization has at least one salary template (see Payroll setup). Verify an email Everyone who signs in is asked to verify their email until it is verified. There are two ways: Who How The person A Verify your email notice shows at the top of the app. They open it, click Resend code , and enter the code from the email. Accepting a welcome invite also verifies the email An administrator On the Employees page, open the row menu and choose Mark email as verified , then confirm. You can also use the button under the email on the profile's contact card, or the same action on Team members and Workspace admins Mark an email as verified only when you know the address belongs to that person. You cannot mark your own email; enter the code instead. Once the email is verified, either way: - No more verification emails or reminders go to it, and the notice at the top disappears. - The profile shows Email verified with the date and who did it (\"Verified by the member\" or \"Marked verified by\" the administrator's name). If the email address is changed later, the new address must be verified again. The full edit page Click Edit profile on a profile. The page is grouped into: Group Fields Personal Information Photo, First and Last Name, Father's and Mother's name, Date of Birth, Gender, Blood Group, NID number, Marital Status, Email, Present address Work & assignment Employee code (generated automatically once an ID format is set up, used on devices), Role, Joining date, Probation Period (Days), Department, Designation, Branch, Shift, Worker type, Reporting To and Reporting Type (Direct or Indirect) Click Update Employee to save. Fields you may not edit show Restricted . The employee profile Click an employee to open the profile. Tabs along the top: Tab What you do there Personal See personal information Contact , Family , Bank , IDs , Education and work Contact details and addresses, family and dependants, bank accounts, identity documents and education or work history (some tabs show only with the matching permission) Branch & access Move the person between branches with Transfer employee (choose Move to branch , Effective date , reason). A future date is applied automatically. Under Branch access , Add grant gives a module-level scope: Own records , Branch only , Branch and sub-branches or All branches Job history Record change for department, designation, grade, cost center, business unit, manager, dotted-line manager or worker type. Only the fields you change are updated. A branch change is also recorded as a transfer Employment Employment dates, probation and grade details. See Employment changes and positions Timeline Every past and future-dated change in one list. See Employment changes and positions Compensation Record change for what the person is paid, how often and from when. The previous amount ends the day before the new one starts Contracts Add contract : start and end date, probation end, rate, hours per week, notice period, signed copy Documents The person's document vault: folders, Upload , versions, verification and expiry. See Documents and letters History & privacy Change history (every change, field by field) and Privacy (legal hold, processing restriction, erasure status) At the bottom of a profile the Danger zone has: Button What it does Deactivate Sus",{"slug":405,"title":406,"group":303,"text":784},"Employment changes, positions and probation Plan promotions, transfers and new reporting lines ahead of time, keep a list of positions, bring former staff back, and confirm or extend probation. Contents: Who can use it · Screens · Timeline · Future-dated changes · Job change requests · Positions · Grades · Rehire · Probation · Employee IDs · Example · FAQ Who can use it Each part has its own permissions on the Roles screen: Timeline (View Timeline), Positions (List, Create, Update, Delete), Rehire (View Rehire Status, Rehire), Job change requests (List, Create, Approve), Probation (List, Confirm, Extend, Update Defaults) and ID formats (List, Update). Employees always see their own timeline. Timeline, positions, rehire, probation, ID formats and job change requests are on every HR plan. Job change requests are decided through an approval flow. Probation confirmation is also decided only through an approval flow: set up a flow for Probation confirmation first, or confirming is refused. Where: HR → Probation , HRM → Positions and HRM → Employee IDs and probation . Everything else is on the employee profile ( HRM → Employees , open a person). The screens Screen What you do there Profile tab Timeline Everything that happened in the person's employment, newest first Profile tab Job history Record change (HR, applies directly) or Request change (goes for approval) Profile tab Employment Employment details, probation status, Confirm employee , Extend probation , and Rehire for former staff Positions The seats of the organization and their budgeted FTE Probation Who is nearing the end of probation Employee IDs and probation Employee ID formats and Probation defaults The Timeline tab The Timeline tab lists joining, job changes, pay revisions, leave, documents and letters in one list. Use the chips Milestones , Job , Pay , Leave , Documents and Letters to show only some kinds. A change dated after today has a Scheduled tag. Click Load more for older entries. Pay, documents and letters only show if you may see them. For a rehired person, the earlier employment continues in the same list. Future-dated changes On Job history , click Record change to open Record job change . Pick Effective from and a Reason , then change only what is new. Under Placement : branch, Worker type , department, Designation , Grade , Position , FTE , Standard hours (hours per week), Cost center and Business unit . Under Reporting line : Reports to , Dotted-line manager and HR partner . Click Record change . - A date today or earlier applies at once. A later date waits, and the change applies automatically early in the morning of that day. - The previous period ends the day before the new one starts. Fields you did not touch carry over. - A branch change is also recorded as a transfer. - A change dated into a locked payroll period gets a Needs retro tag, so payroll can correct it. Pay works the same way on the Compensation tab (see Employees). Job change requests Managers who may not change job records directly ask for a change instead. 1. On Job history , click Request change . Request a job change opens. 2. Choose the Kind of change : Promotion , Demotion , Transfer , New reporting line , Role change or Other . 3. Set Effective from and fill in only what should change: designation, grade, department, branch, Reports to , FTE. 4. Explain \"Why this change?\" in Notes and click Send for approval . Nothing changes until the last approver approves. Then the change is written on the requested date (or later, if the date is still ahead). Approvers decide it in HRM → Leaves → Approval inbox ; you follow it in HRM → Leaves → Approval requests ( Sent by me ), where you can also Withdraw it. Only one request per employee can wait at a time. A demotion, a lower grade level or less FTE is marked as lowering pay, so your approval flow can add an extra step. If no approval flow exists for job changes, people who may record changes themselves get the change applied straight away. Anyone else sees \"Job changes are not set up for approval yet. Ask HR to add an approval flow for them.\" You can also request a new reporting line from the Org chart by dragging a person onto their new manager. Positions Positions lists the seats you plan for, with totals for Positions , Budgeted FTE , Filled FTE and Vacant FTE . Filter by status or tick Only vacant . 1. Click New position . 2. Enter Code (for example ENG-01) and Title . Optionally pick department, designation, branch and Reports to position . 3. Set Budgeted FTE (1 is one full-time seat; 0.5 is half) and the status: Open , Frozen or Closed . Click Save . To fill a position, pick it in the Position field of Record job change . Only open positions are offered, and the person takes the position's department and designation unless you set others. Headcount is counted from job records, so it never drifts. Over budget means more FTE is filled than budgeted. Delete appears only when nobody sits in the position. Grade level and band Grades are set up in HRM setup on the Grade tab. Besides the name and pay range, a grade has a Level (higher is more senior), a Job family and a Band (for example Professional). Approval flows use the level to tell a promotion from a step down. Rehire The Rehire card appears on the Employment tab of a former (inactive) employee. - Eligible for rehire is Eligible , Not eligible or Not decided , with a Note . It is set when the exit is completed in Offboarding and can be changed here. - Click Rehire to open Rehire this person . Choose the Joining date (not before the leaving date). Keep the employee ID reuses the old ID (the earlier record keeps it with a -P suffix); switch it off to type a New employee ID or take the next one from the format. Designation, department and branch keep the previous value if empty. - For someone marked Not eligible , fill in Reason for rehiring anyway . The rehire creates a new employment linked to the old one. Profile, login and history carry over",{"slug":465,"title":466,"group":303,"text":786},"Engagement surveys Ask your people how work is going: short pulse surveys, a yearly engagement survey, and surveys sent at key moments such as onboarding or leaving. Answers are anonymous by default, and results are never shown for a group too small to stay anonymous. Contents: Who can use it · Create a survey · Anonymity and minimum group size · Launch and rounds · Lifecycle surveys · Results · My surveys · Reminders · Example · FAQ Who can use it - My surveys : anyone whose login is linked to an employee record. No extra permission is needed; you only see surveys sent to you. - Surveys : staff with the Survey permissions (List, Show, Create, Update, Delete, Launch). - Results : staff with the Survey Results permission. Where: HR → Culture → Surveys and Results for staff, HR → Self service → My surveys for everyone. Create a survey 1. Open Surveys and choose New survey , or start from a Template . The library has an eNPS pulse, a weekly pulse, an annual engagement survey, a wellbeing pulse, a 30-day onboarding survey, an exit survey and a stay interview. A template becomes your own draft; change anything before launching. 2. Choose the Type : Pulse (short, repeats), Engagement (longer, usually once) or Lifecycle (sent to one person at a moment). 3. Add questions. Kinds: Rating (1 to 5), eNPS (0 to 10, \"how likely are you to recommend us as a place to work\"), Choice , Yes \u002F No and Free text . Mark a question required if it must be answered. 4. Choose who gets it: everyone, or narrow by legal entity, branch, department, worker type or named people. Preview shows how many people it reaches and warns if the group is smaller than the minimum group size. Anonymity and minimum group size - Anonymous (the default for pulse and engagement): no name, employee id or time of day is stored with an answer. Not even HR can see who said what. - Signed (the default for lifecycle surveys): HR sees each answer with the person, to follow up. People are told this before they answer. - Minimum group size (default 5, never below 3): a result is shown only when at least this many people answered in the group it describes. This applies to the whole survey, each department, each branch, each round and free-text comments. A group below the minimum is listed as hidden, with no figures. When only one group would be hidden, the smallest other group is hidden too, so it cannot be worked out by subtraction. After launch the questions, anonymity and minimum group size cannot change, so the promise made to people stays true. Launch and rounds Launch invites everyone in the group and notifies them. A pulse can repeat weekly , monthly or quarterly : each round stays open for the chosen number of days, then closes, and the next round opens automatically for the same group. Close a survey to stop answers; what was handed in stays in the results. Only a draft survey can be deleted. Lifecycle surveys A lifecycle survey is tied to a moment: Moment When it is sent Onboarding When a new hire's onboarding starts, after the number of days you set (for example 30) Exit When an exit is opened for the person Anniversary On each work anniversary, from the first year One running survey per moment. A group filter limits it to some people. Results Open Results and pick a survey (and a round). You see the response rate, the eNPS (percentage of promoters, scores 9 to 10, minus detractors, scores 0 to 6, from -100 to 100), each question's summary, a comparison by department and by branch , and a trend across rounds. Free-text comments appear for the whole survey only, in alphabetical order. For a signed survey, Responses lists each answer with the person. My surveys Self service → My surveys lists surveys waiting for you, with the last day, and the ones you answered recently. Open one, answer, and submit. For an anonymous survey the page says so. You can answer a survey once. Reminders People who have not answered are reminded two days before the last day and on it. Reminders go to the person only, so in an anonymous survey nobody else is told who is missing. Adjust the rules under the reminder settings (source Survey last day ). Example scenario An office of 40 runs the eNPS pulse monthly. The survey goes to everyone; 28 answer. The overall eNPS is 18. Sales had 3 answers, so Sales shows as hidden, and so does the next smallest department. Next month the trend shows the score moving. Troubleshooting and FAQ Why is a department hidden? Fewer people answered there than the minimum group size, or hiding it was needed to protect another small group. Can HR see who has not answered? The reminder rules reach the person only. HR sees totals and the response rate, not names, in anonymous surveys. Can I change questions after launching? No. Close the survey and create a new one. Why did a new hire not get the onboarding survey? Check that a lifecycle survey for onboarding is running and that the person is inside its group.",{"slug":441,"title":442,"group":303,"text":788},"Expenses Claim back money you spent for work, with receipts in any currency. Managers or HR approve the claim, and it is paid with the next payroll or by a direct bank transfer. Contents: Who can use it · My expenses · Expense claims · Paying claims · Expense setup · Rules and warnings · Reports · Example · FAQ Who can use it - My expenses: every employee, for their own claims. No permission is needed. Open My work → My expenses . The mobile app uses the same claims. - Expense claims: staff with the expense claim List permission. Approve, Reject, Create (file for someone) and Pay are separate permissions. - Expense setup: staff with the expense category and expense policy permissions. Where: HR → Expenses → Expense claims and HR → Expenses → Expense setup . They are also under Spend → Expenses . Screen What it is for My expenses Your claims: start one, add expenses and receipts, submit, recall Expense claims Claims waiting for a decision, claims to pay, and all claims Expense setup Categories people choose from, and the policies that limit them My expenses Make a claim 1. Click New claim . 2. In What is this claim for? type a short name, for example \"Client visit, Dhaka\". 3. For each expense fill in Category , Date , Amount (choose the currency on the left), and if you like Tax included , Paid to and Description . Under the category you see what the policy asks for, for example \"Receipt needed · Up to $50.00 each\". 4. Click Add receipt under the expense and choose a photo or PDF (up to 10 MB). The claim is saved as a draft first if needed. Click a receipt name to open it; the cross removes it. 5. Click Add expense for more lines, or Remove to drop one. 6. Click Save draft to keep working later, or Submit to send it for approval. Submit also saves. Other currencies. You can spend in any currency. The claim is in the currency you are paid in. Each expense is converted at the exchange rate of its date and the line shows \"Converted at 1.1: $110.00\". If no rate is on record for that currency and date, the expense is blocked; ask HR to add the rate under the workspace exchange rates. The amount is never converted one to one. Warnings and blocks. After each save every expense shows what the policies say. A warning (triangle) goes to the approver with the claim. A block (no-entry sign) must be fixed before you can submit. Status Meaning Draft Saved, not sent. You can change or delete it Waiting Sent for approval and locked. Open it and click Recall to take it back and change it Approved Approved. It is paid with the next payroll unless HR pays it directly Sent back Rejected. The reason is shown at the top. Change it and submit again Paid Paid, with the date and the payroll run or transfer reference Expense claims Three tabs: - Waiting: submitted claims. Click View to see the expenses, the original and converted amounts, warnings and receipts. Click Approve (an optional Note ) or Send back (a Reason is required). - To pay: approved claims that are not paid yet. - All claims: every claim, with a status filter. If your organization has an approval flow for Expense claim ( HR → Leaves → Approval flows ), submitted claims go to the Approval inbox instead and the list shows In the approvals inbox . A flow can use the claim total, the currency, the number of expenses, the categories, whether a policy warning was raised, and the worker type, so you can send large or out-of-policy claims to finance. Nobody can approve their own claim. File a claim for someone. Click File a claim for someone , choose the Employee , and fill in the claim as above. Use it for people who do not use 9bx themselves. Paying claims Approved claims are paid with the next payroll run by default. The run adds them as Expense reimbursement on the payslip (not taxed). When the run is locked, the claims it paid become Paid , with the run name as reference. A claim approved after the run was generated waits for the next run. To pay outside payroll: 1. Open the To pay tab and tick the claims. All the ticked claims must be in the same currency for a bank file. 2. Choose the file format (CSV or Excel) and click Bank file . The file pays each claim in full to the person's primary verified bank account. People without a verified account are left out and named in a message. Making the file changes nothing. 3. After the transfer, click Mark paid and record how it was paid: Paid by (bank transfer, bKash, Nagad, Rocket, cash, cheque or other), Paid from (your company account), Paid to (when one claim is paid, pick the person's account; otherwise their main account is used), the Reference or transaction ID , Paid on , a Note and an optional Proof of payment . See Marking payments paid. The Reimbursed column on the To pay tab shows Payroll or Direct transfer . Click it to switch a claim between them. On the All tab, Paid via shows how a paid claim was paid. Expense setup A new workspace starts with ten categories (Travel, Accommodation, Meals, Local transport, Fuel, Phone and internet, Office supplies, Training, Client entertainment, Other) and one Standard policy : a receipt for every expense, claimed within 90 days, warning only. Change them as you like; they are not added again. Categories - Type a name in New category name and click Add . - The pencil edits the name and an optional Accounting code (used by journal exports). - The switch turns a category off; people can no longer choose it. The bin deletes it together with its policies. Past claims keep showing it. Policies. Click New policy and fill in: Field Meaning Category , Grade What the policy covers. Empty means all Currency The currency of the limits below Limit per expense The most one expense may be Cap per period The most a person may claim in a month, quarter or year (by expense date), counting all their sent claims Receipt needed from 0 means always, empty means never Claim within (days) How long after the expense date it may be claimed When a rule is broken Warn the approver or ",{"slug":450,"title":451,"group":303,"text":790},"Face verification Check that the person clocking in is the person enrolled, to stop buddy punching, with consent and strict limits on how long photos are kept. Contents: Who can use it · Enrol your face · How punches are checked · Face review · Settings · Enrolled faces · Example · FAQ Who can use it - My face tab: anyone with the Clock in or out permission (web clock-in). - Enrolled faces and Settings tabs: staff with the face List permission. Changing settings, erasing someone's face and Always review need the face Update permission. - Face review: staff with the face Review permission. Where: HR → Attendance → Face verification and HR → Attendance → Face review . Screen What it is for Face verification → My face Enrol, replace or erase your own face Face verification → Enrolled faces Who is enrolled, and until when Face verification → Settings Switch it on, choose the engine, set scores and retention Face review Punches the check was not sure about, or could not check Enrol your face 1. Open Face verification . The My face tab shows Enrolled or Not enrolled . 2. Take or choose a photo: face the camera, no hat or mask, good light. 3. The first time, tick the consent box (\"I agree that my face photo is processed to check my clock-in and kept for up to … days\"). 4. Click Enrol my face . You see \"Your face is enrolled.\" and the Kept until date. To change your photo, click Replace my photo . To delete everything, click Erase my face data and confirm. You can enrol again later. The same can be done from the mobile app. Your consent is kept in Privacy → Consent records. If HR records that you withdrew it, your face data is erased. How punches are checked The check runs only when all of these are true: Check faces when people clock in is on, your country rules allow it, and you are enrolled. People who are not enrolled clock in as before. It applies to web clock-in (My attendance) and app location punches. Device punches and app fingerprint or face unlock punches are not checked. When it applies, you must add a photo before you can clock in. Result What happens Score at or above the Match score Punch recorded. No photo is kept Score between the two scores, the engine cannot tell a live face, or the person is marked Always review Punch recorded and sent to Face review with its photo Score below the Review score , or the photo does not look live Punch refused. Ask your supervisor to record it ( Record a punch on Import attendance) No engine could answer Follows When the engine does not answer Face review 1. Open Face review . The filter shows To review by default (also Approved , Rejected , All ). 2. Each row shows the punch time, Why (for example \"The faces looked only partly alike\") and the Score . 3. Click Review . Compare the Punch photo with the Enrolled photo , add a Note if useful. 4. Click Approve punch or Reject punch . A rejected punch is removed from attendance. Both photos are removed from the check as soon as you decide. Settings Setting What it does Check faces when people clock in The main switch Face engine None (nothing is matched) , My own or on-premise service (enter Service address and Access key ) or Provided by the platform (only when offered). Photos go only to the engine you choose Match score (50 to 99, default 80) At or above this, the punch goes through Review score (30 to 98, default 60) Between the two scores a person reviews. Below, the punch is refused. Must not be above the match score Require a live face Refuses a photo of a photo or a screen When the engine does not answer Accept the punch and send it to review or Accept the punch without a check Keep punch photos (days) (1 to 365, default 90) Only for punches that waited for review or were refused Keep enrolled faces (days) (30 to 1825, default 730) After this the person enrols again. Country rules may set a shorter limit Click Save . With no engine, nobody can enrol. Enrolled faces The list shows each person, their status ( Active , Replaced , Expired , Erased ), Enrolled date and Kept until . - Always review: turn on for lookalikes or twins. Every face punch of that person goes to a reviewer. - Erase: deletes that person's enrolled photo and template. They must enrol again. Every night, expired punch photos and enrolments are removed, and leavers' face data is erased. Example scenario Padma Net Support has field technicians who clock in from the web. HR turns on Check faces when people clock in with their own face service, match score 80 and review score 60. Technician Sabbir enrols his face. One morning, in poor light, his punch scores 70. It is recorded and appears in Face review ; supervisor Mitu Rahman compares the photos and clicks Approve punch . Sabbir's twin brother Sajib also works there, so HR marks both Always review . Tips - Start with the default scores. Raise the match score only if you see wrong matches. - Check Face review daily so attendance is correct before payroll. Troubleshooting and FAQ \"Face verification is not switched on for your workspace.\" The main switch is off. \"Face verification is not allowed for you under the rules of your country.\" Your employer's country rules forbid it. Clock in another way. \"Face verification has no engine set up yet.\" An administrator must choose a Face engine . \"Your face did not match.\" Try again in good light, or ask your supervisor to record your punch. I cannot see Enrolled faces or Settings. You need the face List permission. Related pages Attendance · Privacy · Access control · Employees",{"slug":456,"title":457,"group":303,"text":792},"Forms and requests Build your own HR forms (travel requests, declarations, exit forms), let employees fill them in, and route them for approval when needed. Contents: Who can use it · Screens · Build a form · Show\u002Fhide logic · Publish and versions · Fill in a request · Review submissions · Statuses · Example · FAQ Who can use it - HR builds forms with the HR forms List , Create , Update , Delete and Publish permissions, and reads answers with the form submissions List and Show permissions. - Employees need no permission. Anyone with an active employee record can fill in published forms and follow their own requests. Where: HR → Forms , then Requests , Form submissions or Forms builder . Screens Screen Who What it shows Requests Everyone Tab Forms : published forms grouped by category. Tab My requests : what you sent and where it stands Form submissions HR Every filled-in form within your data scope, with a status filter and search Forms builder HR All forms with category, published version, number of submissions and status Build a form 1. Open Forms builder and click New form . 2. Under Form details , enter the Name , pick a Category (Request, Declaration, Onboarding, Exit or Other) and add a Description that employees see under the name. 3. Turn on Needs approval if each submission must be approved. 4. Give the first section a Section title and an optional Section description . Click Add section for more. 5. Click Add field . Enter the Label , choose the type and set Required , Help text and Placeholder as needed. Click Done . 6. Reorder fields and sections with the arrow buttons. Use the edit and bin icons to change or remove a field. 7. Open the Preview tab to try the form as employees see it. Nothing is saved. 8. Click Save draft . Field types Type Extra settings Short text , Long text Shortest answer , Longest answer , Must match pattern Number Smallest value , Largest value , Whole numbers only Date Past dates only or Future dates only Dropdown Choices (click Add choice ), Allow several answers Yes \u002F no None Lookup Lists : Departments, Designations, Branches, Legal entities, Grades, Cost centers, Business units or Employees A form can have up to 20 sections. Show\u002Fhide logic You can show a field only when an earlier answer matches. 1. Edit the field and turn on Show this field only when another answer matches . 2. Pick When this field (only fields above this one are offered), a Condition and a Value . 3. Conditions are is , is not , is one of (separate values with commas), is filled in , is empty , is greater than and is less than . The field list marks such fields as Conditional . If the field it depends on is hidden, it hides too. Hidden fields are not required. Publish and versions 1. Click Publish . The form becomes Published and shows in employees' Requests . 2. Later edits are saved with Save draft and show the Unpublished changes pill. Employees keep seeing the last published version until you publish again. 3. Each publish adds a new version (v1, v2 ...). Every submission keeps the layout it was answered on. To stop a form, choose Archive from the row menu in Forms builder ; Restore brings it back. Delete works only for forms with no submissions. Fill in a request (employees) 1. Open Requests . Forms marked Approval need approval. 2. Click a form card, answer the fields and click Submit . 3. Fix any message shown under a field and submit again. 4. Your request appears in My requests . Click it to see your answers. 5. While it is Waiting for approval , you can click Withdraw to pull it back. Review submissions (HR) Open Form submissions , filter by status or search, and click a row. The page shows the employee, Submitted , Decided and Form version , followed by the answers. Approvers decide on forms that need approval in the Approval inbox ( HR → Leaves → Approval inbox ), like other HR requests. The approval flow is set up for the request type \"HR form request\" (see Approvals). Submission statuses Status Meaning Submitted Sent; the form needs no approval Waiting for approval With the approvers Approved \u002F Rejected The approvers decided Withdrawn The employee pulled it back before a decision Example scenario Padma Net Support sends field technicians to Sylhet each month. Farzana in HR builds a \"Travel request\" form with Needs approval on. It has a Date field for the travel date, a Yes \u002F no field \"Need advance cash?\" and a Number field \"Amount\" shown only when the answer is yes. She publishes it. Technician Jahid Hasan fills it in from Requests , and his manager approves it in the Approval inbox . Jahid sees Approved in My requests . Tips - Use Preview to check your show\u002Fhide logic before publishing. - Set up the \"HR form request\" approval flow before publishing a form that needs approval. - Archive old forms instead of deleting them so past answers stay readable. Troubleshooting and FAQ Employees get \"This request is not set up for approval yet.\" No approval flow exists for \"HR form request\". Add one in Approval flows . An employee gets \"This employee has no sign-in\". Forms that need approval require the employee to have a user account. Publish is greyed out. The form is already published and has no new changes. I cannot delete a form. It has submissions. Archive it instead. An employee does not see Requests work. They need an active employee record linked to their sign-in. Related pages Approvals · Self-service · Employees · Onboarding · Automations",{"slug":468,"title":469,"group":303,"text":794},"Goals, feedback and development Set goals and OKRs, give and ask for feedback, hold one-on-ones and check-ins, build development plans, track skills, run improvement plans, and see how performance moves over time. Contents: Who can use it · Goals and OKRs · Development plans and skills · 360 feedback · Feedback · One-on-ones · Check-ins and pulse · Improvement plans · Analytics · FAQ Who can use it - Self service pages ( My goals , My development , My feedback , My one-on-ones , My check-ins , My improvement plan ): anyone whose login is linked to an employee record. No permission is needed. - Managers see their direct reports' goals, feedback, check-ins, skill gaps and improvement plans on the same pages. - HR pages need the Performance permissions for goals, development plans (IDP), competencies, skills, 360 feedback, feedback, one-on-ones, check-ins, analytics and improvement plans. Improvement plans have their own permissions (List, Show, Create, Update, Close) and are not given to people who only edit employees. Where: HRM → Self service for your own pages. HR pages are under HRM → Performance : Goals and OKRs , Competencies and skills , Feedback , One-on-ones , Check-in setup , Improvement plans and Performance analytics . Goals and OKRs Goals form a tree: company goals, department goals, then personal goals, each supporting the one above. 1. Add a goal. In My goals , click New goal , enter the goal, dates and Weight , choose the goal it Supports and optionally switch on Measure with key results (OKR) (a number to reach, a percentage, or done or not). 2. Send it in. Click Send for approval (or Save as draft to finish later). If an approval flow for goals exists, it waits for the approvers; otherwise it is active at once. A manager who sets a goal for a team member (the Owner field) makes it active at once. 3. Check in. Open the goal and use Check in to enter new key-result values (or the progress), a note and how it is going ( On track , At risk , Behind ), then click Save progress . Progress is worked out from the key results, or from the goals that support it. A manager is told when a goal is marked at risk or behind. 4. Finish. Mark complete or Cancel goal . When your manager changes, goals that supported the old manager's goals lose their parent and show Needs relinking . Edit the goal, pick a new one under Supports , and the flag clears. The tabs are Mine , My team (managers) and Company (company and department goals as a tree). HR sees all goals, the tree and the development plans in Goals and OKRs . Development plans and skills - Development plan (IDP). In My development , click New development plan , then Add step . A plan is made of steps (course, mentoring, stretch task, reading, other), each optionally for a skill. Its progress is the share of steps done. Send for approval when the steps are in. - Skills. On the Skills tab of My development , click Add skill and rate yourself 1 to 5 on skills from the library. Your manager or HR can rate and Verify a level. If you change a verified level, it needs verifying again. - Gaps. HR sets, for each designation, the level it needs ( Competencies and skills → By designation ). Skill gaps shows where you are below it, and Add from my skill gaps puts one step for each gap into your plan. Managers see where the team falls short on the My team tab, and can rate and Verify each report's skills there. - Library. HR keeps competencies, company values and skills in Competencies and skills → Library ; Add a starter set adds a standard list without duplicating. A review question can be tied to a competency so ratings roll up per competency in analytics. 360 feedback Switch on Ask for 360 feedback when you create a review cycle (set Fewest answers to show , default 3, an optional 360 answers due date and, if you like, your own 360 questions ). - At launch, the people who report to each person are asked for upward feedback. - On the review page, the reviewed person Suggests peers in the 360 feedback panel; their manager (or HR) Confirms them or adds others with Ask (up to 8 peers). - Raters answer a short form from My feedback → 360 to give . Answers are anonymous. - Results are grouped (peers, direct reports). A group with fewer answers than the threshold is hidden completely, ratings and comments. Nobody sees who wrote what. The reviewed person reads the results only after the review is released; managers and HR see who has answered, never what they wrote, and can Remind the ones who have not. Feedback In My feedback , click Give feedback and choose who sees it: The person and their manager , Only their manager , or a Private note only you read. Mark it Praise , To improve or General , and optionally tie it to a competency. Ask for feedback sends a request to up to 10 colleagues; requests to you are on the Requests tab ( Answer or Decline ). HR sees shared and manager-only feedback in Feedback ; private notes are never visible to HR. One-on-ones In My one-on-ones , click Schedule a one-on-one : a manager picks a direct report (anyone else meets their manager). Each meeting has an agenda both can add to, shared notes , your own private notes (only you read them), and action items that become a to-do for whoever owns them. Mark as held to make the next one of a weekly, two-weekly or monthly series; agenda items not discussed carry over. HR sees who meets whom and when in One-on-ones , and can schedule, reschedule or cancel, but cannot open a meeting. Check-ins and pulse HR sets up check-ins under Check-in setup ( New check-in ): a few questions, an optional mood (1 to 5), weekly, every two weeks or monthly, for everyone or chosen departments and branches. Add the weekly check-in adds a standard one. People are asked at the start of each period and answer from My check-ins → To answer ; their manager reads them on My team and can Reply . A check-in with Anonymous answers on is a pulse: only totals are shown, and only when at least 5 people answ",{"slug":372,"title":373,"group":303,"text":796},"Hiring pipeline, sourcing and analytics Work faster on the pipeline and find more people: act on many candidates at once, message them, let them pick their own interview time, use interview kits, take the hire decision through approval, post jobs to job boards, run an employee referral programme, check candidates, and see how well you hire. This page builds on Hiring. Read that first if you are new to job openings and candidates. Contents: Who can use it · Menu · Bulk actions · Messages · Self-scheduling · Video links and rescheduling · Interview kits · Debrief and decision · Duplicates · Job boards and sharing · Referrals · Internal jobs · Checks · Diversity questions · Analytics · Example · FAQ Who can use it Each part needs its own permission, so you may see only some of it: Part Who usually has it Bulk actions, messages, self-scheduling, kits Recruiters and HR Approving a hire decision The approver your company chose (for example the department head) Job boards, referrals, checks HR Recruiting analytics HR leads and managers Diversity funnel Only people given the diversity permission. Recruiters do not see it Jobs and referrals Every employee Where to find it HR → Hiring now also lists: Item Purpose Recruiting analytics Time to hire, time to fill, cost per hire, funnel, sources, offers, recruiters, diversity Employee referrals Who referred whom, and referral bonuses Duplicate candidates People entered twice, ready to merge Interview kits Questions and scorecard criteria for interviews Candidate message templates Reusable emails, SMS and WhatsApp messages Job boards and providers Job boards, assessment and background-check services, Zoom Employees find Jobs and referrals under My work . Act on many candidates at once 1. Open a job opening. The pipeline board shows a tick box on every card and on every column header. 2. Tick the candidates you want, or tick a column header to select everyone in that stage. 3. A bar appears at the bottom with Move , Reject , Email and Clear selection . 4. Choose the action: - Move : pick the stage in Move to stage . - Reject : write the reason. You can pick an Email template to tell each candidate. - Email : pick a template, or write a Subject and Message . 5. Click Apply . The result lists anyone who was skipped and why, for example a rejected candidate with no email address. Their rejection still happened; only the email did not go out. Messages to candidates On a candidate's profile the Messages card shows every message sent, skipped or failed. 1. Click Write a message . 2. Choose the Channel (Email, SMS or WhatsApp) and a Template , or write your own text. 3. Click Send . Words in double curly braces are filled in for you, for example candidate.first name, opening.title or stage.name. A message is never sent to a candidate who has not agreed to be contacted. Use the No SMS and No WhatsApp switches on the card when a candidate asks not to be contacted that way. Templates: under Candidate message templates click New template . Give it a name, channel and text. If you choose a Stage and switch on Send automatically when a candidate reaches this stage , it goes out by itself each time someone is moved there. Let the candidate pick a time Instead of finding a time yourself, send a self-scheduling link. 1. On the candidate's profile, in the Self-scheduling card, click Send scheduling link . 2. Set the title, length, Interview panel , how (video, in person or phone), the Timezone and Offer times over the next so many days. For video, choose a Video service to create the meeting link automatically. You can attach an Interview kit . 3. Click Preview times to see when the whole panel is free in their calendars. 4. Choose Send the link by (email, SMS or WhatsApp) and click Create and send . The candidate opens the link, sees the free times in your chosen timezone, picks one and clicks Confirm this time . The interview is booked, the panel's calendars are updated and the candidate gets a confirmation. Times fall only on the panel's working days: weekly off days and holidays are skipped. The link works until the last offered day ends. Booking moves the application to the Interview stage. If they open the link again they can pick another time and the interview moves. The card shows each link as Waiting , Booked , Cancelled or Expired . Use Copy link to send it yourself, or Cancel to close it. Video links and rescheduling - On a scheduled video interview click Add video link , choose Google Meet, Microsoft Teams or Zoom and click Create link . Google Meet and Teams use your connected calendar account; Zoom uses the company's Zoom connection under Job boards and providers → Video meetings . - Click Reschedule to move an interview. If someone on the panel is busy at the new time you are warned; choose Move anyway or pick another time. The candidate and the panel are told. Interview kits A kit keeps interviews for a role consistent. 1. Under Interview kits click New kit . 2. Add Scorecard criteria , each with a Weight , and the Questions with a note on what a good answer looks like. 3. Save. When you schedule an interview, pick the kit under Interview kit . The panel sees the kit's questions on the scorecard and rates exactly its criteria. The overall score is the weighted average. Debrief and hiring decision After the interviews, the Debrief and decision card on the candidate's profile shows how many scorecards are in and their average. 1. Write the Debrief notes and choose Hire or Do not hire . 2. Click Save draft , or Submit for approval . 3. The approver sees it in their approvals and clicks Approve or Decline , with an optional note. An approved Hire moves the candidate to the offer stage. An approved Do not hire rejects the application. A declined decision changes nothing. Duplicate candidates Duplicate candidates lists people who look the same (same phone, LinkedIn address or name). A candidate's profile also shows a warning when a duplicate exists. 1. Click M",{"slug":366,"title":367,"group":303,"text":798},"Hiring Request headcount, publish jobs on a careers page, manage candidates on a pipeline, interview, make offers and turn accepted offers into employees. Contents: Who can use it · Menu · Requisitions · Job openings · The pipeline board · Candidates · Interviews and scorecards · Offers · Hiring settings · For applicants · Example · FAQ Who can use it Staff with the hiring permissions. Hiring settings needs the hiring-settings permission. Where: HR → Hiring : Job openings , Candidates , Requisitions , Hiring settings . A job opening's pipeline board. The Hiring menu Item Purpose Requisitions Ask for headcount and get it approved Job openings Positions you are hiring for. Open ones appear on your careers page Candidates Your talent pool, across all openings Hiring settings Careers page, data retention, the default pipeline, referrals and diversity questions Bulk actions, candidate messages, self-scheduling, interview kits, hire decisions, job boards, referrals, checks and recruiting analytics are covered in Hiring pipeline, sourcing and analytics. Requisitions Ask for headcount, get it approved, then open the positions. 1. Click New requisition . 2. Fill in the role (for example \"Field Technician\"), Worker type , Wanted from , Designation , Headcount , Budget from and Budget to (per person, per month) and Why (growth, replacement, a new project). 3. Click Save draft , then Send for approval . 4. An approver chooses Approve requisition or Reject requisition and may leave a note the requester sees. 5. Once approved, click Create opening . Statuses: Draft , Pending approval , Approved , Rejected , Cancelled . Job openings 1. Click New opening (or Create opening from a requisition). 2. Fill in the role: title (for example \"Network Engineer\"), Worker type , Location type (on-site, remote or hybrid), city or office, branch and designation. 3. Set Headcount and the Salary range ( Minimum , Maximum , Per ). Tick Show the salary on the careers page only if you want to publish it. 4. Choose the Hiring manager and Recruiters , and write the description. 5. Set the status. Only open openings take applications and show on the careers page. The list shows \"N of M hired\" and an Open board button. Filter by Any status and Any type . The pipeline board Open an opening to see the board: one column per stage (by default Applied, Screening, Interview, Offer, Hired and Rejected). - Drag a candidate card to move it. Each move is recorded. - Tick cards (or a column header) to move, reject or email many candidates at once. See bulk actions. - Moving to Rejected asks for a reason. - You cannot drag to Hired . A candidate becomes Hired only by converting an accepted offer. - Add candidate adds a person to this opening; Find a candidate searches the talent pool. - Edit stages under This opening's pipeline . Saving gives the opening its own copy; Go back to the default pipeline reverts. You must keep one Applied , one Hired and one Rejected stage, and you cannot remove a stage that has candidates. Candidates Candidates is one talent pool for the whole company. The same email is never added twice. Button \u002F field What it does Add candidate Name, email, Current title , Current company , Source , Tags , Resume , and Add to opening (or Talent pool only ) Consent tick Records that the candidate agreed to be kept for future openings Open profile Candidate detail The profile shows the resume, application history, interviews, offers and a Timeline . Actions: Interview , Make offer , Reject candidate , Upload a new resume . Without consent, candidate data is erased after your retention period. Interviews and scorecards 1. On the profile click Interview , then Schedule interview . 2. Set the Day , Time , length in minutes, Timezone , How (video link or in person), Meeting link or Where , and add Interviewers . They are notified in the app and by email. 3. After the interview each interviewer opens Edit my scorecard . They rate each criterion 1 to 5 (problem solving, communication, culture fit, skills for the role, or their own), give a Recommendation and a Summary , then Submit scorecard . 4. Reschedule or cancel from the profile. You can also let the candidate pick a time, add a video link and use an interview kit. See Hiring pipeline, sourcing and analytics. Offers and hiring 1. Click Make offer , then fill in Position , Salary , Per , Other compensation , Start date , Answer by , the Approver and the Offer letter . Click Draft offer . 2. Send for approval . The approver can approve or Send back to draft. 3. Click Send offer . The candidate gets an email with the letter and accept or decline links. If the candidate has no email address, the offer is still saved as sent and you are told to share it with them yourself. When the candidate accepts or declines, the opening's hiring team (people who can make offers on it, the hiring manager and whoever drafted the offer) gets a notice in the bell and, if their notification settings allow, an email. 4. The candidate answers. You see Offer accepted or Offer declined . An unanswered offer becomes Expired . You can Withdraw an offer before it is answered. 5. For an accepted offer click Convert to employee : choose Role , Work email , Employee code , Joining date and Designation , tick Email a sign-in invite if wanted, and click Create employee . The new employee record is created with the offer salary in their pay history. If no default salary template exists, the salary is saved as history only and you must create a salary structure yourself. When headcount is filled, the opening closes automatically. Hiring settings and the careers page Hiring settings has: - Careers page: switch Careers page is live , choose the page address (lowercase letters, numbers and dashes) and a short Intro . Copy the address to share it. - Keep candidates without consent for: days after their last application closes. Leave empty to keep until erasure is requested. - Default pipeline: the stages every openi",{"slug":312,"title":313,"group":303,"text":800},"Holidays Publish your public holidays, repeat them every year, add Bangladesh presets and give different groups of people different calendars. Who can use it Staff with the holiday and holiday group permissions. Where: HR → Holidays → Holiday list and Holiday groups . The holiday list for the year. The screen Holiday list shows the holidays of the year (for example \"Holidays 2026\") with tabs for Calendars and Assignments . Button What it does Add holiday Opens the holiday form Bangladesh holidays Opens Add Bangladesh public holidays with presets Sync government holidays Imports official public holidays for a chosen Country New calendar Creates a holiday calendar Assign calendars Attaches calendars to employees Add Holiday Group (Holiday groups page) Creates a group with a name and Short Name Add a holiday 1. Click Add holiday . 2. Choose the Holiday group and, if needed, the branch it applies to. 3. Enter the Holiday name (for example \"Eid ul-Fitr\"), Start date and End date . 4. Choose who it applies to: Everyone , Religion-specific , Department-specific or Custom rule . 5. Set options: Counts as paid holiday , Show on employee calendar , Repeats every year . 6. Click Save Holiday . \"Repeats every year\" holidays show Every year in the list; others show One time . Bangladesh public holidays 1. Click Bangladesh holidays . 2. Tick the holidays you want, or use Select all or Clear . 3. Click Add {n} holidays . Fixed-date holidays come with correct dates. Holidays set by the moon calendar (Eid, Durga Puja, Buddha Purnima and others) change every year, so check and adjust their dates each year. Imported holidays are fully editable. Calendars and assignments Different groups can follow different calendars, for example staff of a different religion or a branch abroad. 1. Click New calendar , name it, and choose whether to Include all common holidays as base . A No-holiday calendar (comp-off instead) is for people who work holidays and earn compensatory leave. 2. Add holidays to it. 3. Click Assign calendars , choose the calendars and employees, then Save assignment . Each calendar card shows its holidays, employees and days per year. Example scenario Padma Net Support adds the Bangladesh presets for 2026, then corrects the Eid dates after the moon sighting. The NOC team runs 24 hours, so it gets a No-holiday calendar (comp-off instead) . Engineers who work on Eid earn compensatory leave in Leave. Tips - Do this every December for the next year. - Tick Repeats every year for fixed dates such as 16 December and 21 February. Troubleshooting and FAQ A holiday does not show for an employee. Check the calendar assignment and the eligibility rule (religion or department). Attendance still shows absent on a holiday. Regenerate attendance for those dates. Related pages Leave · Attendance · Shifts",{"slug":384,"title":385,"group":303,"text":802},"HR assistant Employees ask the HR assistant about their own leave, payslips and requests, and about company policies. It answers in their language, shows where a policy answer came from, and can prepare a leave request for them to confirm. Contents: Who can use it · Turning it on · What it can answer · Choosing policy sources · Asking a question · Suggested actions · Conversations · Chat apps · Privacy and safety · FAQ Who can use it It's on every plan. - Employees: every active employee can use it once HR turns it on. Employees don't need a permission. - HR admins: to choose sources, tools and actions, the role needs HR assistant (Manage) on the Roles screen under AI in HR . Roles that could already change the AI settings have it. Where: employees use My HR → Assistant . HR admins use HR → Settings → AI in HR → Assistant . Turning it on The assistant starts off . Open Settings → AI in HR → Features and turn on HR assistant , either for every country or for one country (see AI in HR). It answers with the AI chosen in AI settings, and its usage counts toward your AI allowance. When it is off or paused, or the employee opted out of AI, My HR → Assistant says it isn't available and answers nothing. What it can answer On the Assistant tab you can switch each of these off: Tool What the assistant reads Your leave balances The employee's own balance for each leave type Your recent leave requests The employee's last 10 requests, with dates and status Your recent payslips The employee's last 6 final payslips: month, paid or not, net pay Waiting for your decision How many requests wait for the employee's approval Company policies Passages from the sources you choose (below) It only reads the records of the person asking. It never reads a colleague's leave, pay or requests, so it can't answer questions like \"When is Karim on leave?\" and says so politely. Choosing policy sources Policy answers come only from the sources you tick on the Assistant tab. You can choose uploaded documents, web pages and knowledge base articles from your organization's knowledge hub. Customer tickets, chats and notes are never offered. 1. Add your handbook or policy files to the knowledge hub, and wait until they are Ready . 2. On Settings → AI in HR → Assistant , tick them under Policy sources . 3. Click Save . If no source is ticked, the assistant answers only from the employee's own records and says when it doesn't know. Asking a question 1. Open My HR → Assistant . The notice at the top says that answers come from AI and can be wrong. 2. Type a question, for example \"How many annual leave days do I have left?\" or \"Can I work from home on Fridays?\", and press Send . 3. Read the answer. Policy answers list their Sources ; click one to see the passage it used. The assistant answers in the language of the question. When it isn't sure, it says so and suggests asking HR. Suggested actions The assistant never changes anything on its own. When you ask it to do something, it shows a card with what it would do: - Apply for leave : leave type, dates and reason. - Cancel my leave request : one of your own requests. On the card: - Confirm runs it as you. A leave request then goes through the normal leave approval. - Edit lets you change the dates or reason first. - Dismiss drops it. If the request breaks a leave rule (no balance, overlap, probation), you see the reason and the card stays open. Every suggestion and your choice are kept in the decision log. HR can turn each action off on the Assistant tab. Conversations Your conversations are listed on the left of My HR → Assistant , newest first. Open one to continue it; the assistant remembers the last few questions in it. Click Delete to remove a conversation. Only you see your conversations; HR sees the decision log, not the conversation itself. Conversations are deleted automatically after 90 days . HR can change this period on the Assistant tab. Chat apps If your company connected Slack, Teams or WhatsApp (Chat app approvals), send ask followed by your question, for example ask how many sick days do I have . The reply lists its sources. A suggested action has to be confirmed in My HR → Assistant . Privacy and safety - It answers only from the asker's own records and the policy sources you chose. - Text inside policy files is treated as quoted content, never as instructions to the assistant. - Personal details are hidden from the AI engine when Hide personal details from AI is on (the default). - Net pay shows only to someone allowed to see their own salary details. - An employee who opts out under My HR → AI and my data is not answered. Troubleshooting and FAQ \"This AI feature is not available.\" The assistant is off for the employee's country, AI is paused, the employee opted out, or no AI engine is set up. Check Settings → AI in HR → Features and AI settings. It doesn't know our policy. Check that the file is Ready in the knowledge hub and ticked under Policy sources . Can a manager ask about their team? No. The assistant answers only about the person asking. Managers use the team pages and reports for their team. Can it approve or reject requests? No. It can tell you how many requests wait for you; you decide them in Approvals .",{"slug":306,"title":307,"group":303,"text":804},"HRM setup Define the lists every other HR page depends on: departments, designations, fiscal years and pay-related master lists. This page also covers the other HR setup screens: the setup checklist, data import, HR reminders, custom fields and the Developer API. Contents: Who can use it · The screen · Tasks · Setup checklist · Data import · HR reminders · Custom fields · Developer API · Other setup pages · Example · FAQ Who can use it Staff with the matching setting permission for each list (departments, designations, fiscal years, and the cost center, business unit and grade lists). You only see the tabs you can open. The other setup screens have their own permissions and plans, listed in their sections below. Where: HR → HRM setup . HRM setup with its tabs. The HRM setup screen The page has one tab per list. The button at the top right changes with the tab: Add Department , Add Designation , Add Fiscal year , and so on. Tab What it holds Department A tree of departments. Every employee belongs to one. Click a row to see its employees; the pencil edits, the trash icon deletes Designation Job titles. The level decides reporting chain and salary band Fiscal year The yearly period used for leave balances and tax year figures. Shows the dates and \"days remaining\". The eye icon opens the year: days gone so far, the current quarter and its four quarters, counted from today's date Cost center Budget owners that people and their cost are booked to Business unit Lines of business your company reports by Grade Grades and pay bands, with an optional minimum and maximum pay Department, cost center, business unit and grade forms ask you to pick one or more branches, or leave empty for every branch . Branches decide who can see the record. Step-by-step tasks Add a department 1. Open the Department tab and click Add Department . 2. Enter the Department name , for example \"Network Operations\". 3. Choose branches, or leave it empty for all branches. 4. Click Create Department . Add a designation or grade 1. Open the tab and click Add Designation (or Add Grade ). 2. Enter a name. Set the Level (higher means more senior). 3. For a grade, optionally set Minimum pay , Maximum pay and Pay frequency . Pay uses your organization currency if you leave the currency empty. 4. Save. Add a fiscal year 1. Open Fiscal year and click Add Fiscal year . 2. Enter the name, Start Date and End Date , then Create Fiscal Year . Setup checklist What to set up first, ticked automatically when the data is there. Needs the setup checklist permission; adding sample data needs its Sample Data permission. Where: HR → Setup checklist (the page is titled HR setup ). The steps are: Add your legal entity , Install its country pack , Set up a holiday calendar , Create a leave policy , Add shifts , Create a pay group and Add your people . Each shows Done or To do ; click Open (or Import people ) to go to the right screen. The bar on top shows how many steps are done. Sample data. To look around before your real data is in, click Add sample data . It adds eight demo people (their names end with \"Sample\"), this year's leave balances and a demo holiday calendar. Demo data never counts as set up. Click Remove sample data before adding your real people; only the demo records are removed. Data import Bring people, leave balances and bank accounts in from a spreadsheet or your old system. Each kind of import has its own permissions (Upload And Check, and Commit); the page needs the import history permission. Where: HR → Data import . 1. On the Import tab, choose what to import: Employees , Leave balances (entitlement and days taken), Opening leave balances (days carried in at go-live) or Bank accounts . 2. Optionally click Excel template or CSV template , and pick Use a saved mapping for a file from a system you imported from before. 3. Choose the file (Excel or CSV, up to 20 MB and 50,000 rows, headings in the first row) and click Upload and continue . 4. In Match your columns , choose which column holds each field, or Not in my file . Required fields must be matched. 5. For employees, set Role for new people , When the person already exists ( Leave them as they are or Update the columns that are filled in ), the Date format , and whether to email each new person a link to set a password. Optionally Save mapping for next time. 6. Click Check the file . This is a dry run: nothing is written. Tiles show what Will be added , Will be updated , is Already there or has problems, with the reason per row. Download list gets every problem. 7. Click Import N rows . Rows with problems are left out; fix them in your file and import it again, since rows already imported are skipped. History lists past imports and their result. Saved mappings lists and deletes mappings. Export downloads the HR lists (employees, departments, designations, branches, holidays, leave types, shifts). Imported bank accounts start unverified, so payroll does not pay them until checked. HR reminders Tell HR, managers and employees about approaching dates, and choose the wording. Needs the reminder rule or notification text permissions. Where: HR → HR reminders . Reminder rules tab: click New rule and fill in Rule name , Which date (for example contract end date, probation end date, birthday, work anniversary, document expiry date), Days before (0 means on the day), Send from (hour), Who is told ( The employee , Their manager or HR ), Delivery ( One message each or Daily digest ) and Channels ( In the app , Email , SMS , WhatsApp ). Legal notice stops people from switching the reminder off. Use the switch on each rule to turn it on or off. The Built in contract rule can be edited but not deleted. A reminder goes out once for each date. Notification texts tab: click Edit on a text to change its Subject and Message per Language code . Click a variable to insert it. Back to default restores the original wording. Custom fields Add the sections and fields your employee form needs, and c",{"slug":354,"title":355,"group":303,"text":806},"Country pack: India Run HR and payroll for a legal entity in India: provident fund (EPF, EPS, EDLI), employees' state insurance (ESI), income tax withheld from salary under the new or the old regime, gratuity and bonus provisions, professional tax and the labour welfare fund for each state, leave, holidays, working hours, letters in English and Hindi, the EPF ECR file and the statutory returns. Contents: Who can use it · What the pack contains · States · Install · Employee fields · Payroll · Income tax · End of service · Returns and files · Status of the figures · Example · FAQ Who can use it Admins and HR staff who can install country packs on a legal entity. Payroll content (pay components, state rules, returns, salary files) needs payroll on your plan. What the pack contains The pack follows the four Labour Codes (in force from 21 November 2025) and the Income-tax Act, 2025 (from the tax year 2026-27). Area What you get Wages Wages for provident fund, gratuity and bonus follow the Code on Wages: all pay except house rent, conveyance and overtime, and never less than half of the month's pay Provident fund Employee 12% of EPF wages; employer 12%, of which 8.33% goes to the pension scheme (EPS); EDLI 0.5% and administration charges 0.5%; wages capped at Rs 15,000 unless both sides contribute on full wages; no pension share from age 58 State insurance (ESI) Employee 0.75% and employer 3.25% for people earning up to Rs 21,000 a month, rounded up to the next rupee; people earning Rs 176 a day or less pay no share Income tax Tax withheld every month under the person's regime: new regime (the default, standard deduction Rs 75,000, no tax up to Rs 12 lakh) or old regime (standard deduction Rs 50,000, deductions from the tax declaration); surcharge with marginal relief and 4% cess Gratuity 15 days' wages (wages \u002F 26) for each completed year after five years, at most Rs 20 lakh; fixed-term staff from one year, pro rata. A monthly provision is kept Bonus A monthly provision at 8.33% for people with wages up to Rs 21,000 (on wages up to Rs 7,000) Leave Annual leave with wages (15 days), maternity 26 weeks, 12 weeks for a third child or adoption, 6 weeks for a miscarriage Holidays Republic Day, Independence Day, Gandhi Jayanti (add your state's festival holidays) Working time 8 hours a day, 48 a week, Sunday off; overtime at twice the rate Notice 30 days each way by default; probation up to 180 days (both can be changed in Pack settings) Letters Experience certificate, relieving letter and salary certificate, in English and Hindi Returns EPF ECR text file, ESI monthly contributions, salary TDS quarterly data (Form 138), salary certificate data (Form 130), professional tax and welfare fund by state Calendar EPF and ESI by the 15th, TDS deposit by the 7th, quarterly returns, salary certificates by 15 June, statutory bonus by 30 November The pack also carries contract clauses (English and Hindi), data protection defaults and electronic signature rules. State rules Professional tax and the labour welfare fund are set by each state. The pack carries one set of state rules (a state sub-pack) for each of these states: State Professional tax (monthly salary) Labour welfare fund (employee \u002F employer) Maharashtra Up to Rs 7,500 nil; up to Rs 10,000 Rs 175; above Rs 200 (Rs 300 in February). Women up to Rs 25,000 nil Rs 25 \u002F Rs 75 in June and December Karnataka From Rs 25,000: Rs 200 (Rs 300 in February) Rs 50 \u002F Rs 100 in December Tamil Nadu Half-yearly on six months' salary, from Rs 180 to Rs 1,250 (Chennai rates), taken in August and February Rs 20 \u002F Rs 40 in December Telangana Rs 15,001 to 20,000: Rs 150; above Rs 200 Rs 2 \u002F Rs 5 in December West Bengal From Rs 110 to Rs 200 in four steps above Rs 10,000 Rs 3 \u002F Rs 15 in June and December Gujarat From Rs 12,000: Rs 200 Rs 6 \u002F Rs 12 in June and December Delhi No professional tax Rs 0.75 \u002F Rs 2.25 in June and December Each person's state is the Work state field on the profile. Professional tax and the welfare fund are taken only for the state chosen there. For a state not in the list, choose Other state : add that state's charges yourself as pay components. Install the pack 1. Go to Settings → Legal entities and open the legal entity (its country must be India). 2. Click Install country pack and choose India: private sector, central rules with state sub-packs (draft) . 3. Read the preview. It lists what will be added to your setup: pay components, state rules, holidays, leave types, work rules, letters and employee fields. 4. Tick the notice that the pack is not yet verified and click Install . All state rules go into one India monthly pay group, so people in different states are paid in the same run. Letters arrive as drafts: read them and publish them in Documents and letters before use. Employee fields The pack adds a Statutory (India) section to every employee profile of that country: - Universal Account Number (UAN) : 12 digits. Needed for the ECR file. - ESI insurance number (IP number) : 10 digits. - Work state : decides professional tax and the welfare fund. - Not a provident fund member : Yes only for an excluded employee (joined above the wage ceiling and never a member before). - No pension scheme share : Yes for people who first joined the provident fund after 1 September 2014 with wages above the ceiling. - Provident fund on full wages : Yes when the company and the person contribute on wages above Rs 15,000. - ESI continues this period : Yes when the person was covered at the start of the contribution period (April to September, October to March) and the pay has since gone above Rs 21,000. - Exempt from professional tax and Outside the labour welfare fund : for people the state's act does not cover. Put the PAN under the employee's Tax ID and the Aadhaar number under National ID . These are not set from nationality: HR fills them in for each person. Payroll The pack replaces the starter India template's statutory lines. On the payslip you see: -",{"slug":432,"title":433,"group":303,"text":808},"Integrations and API Connect HR to your other tools: read HR data from your own software with an API key, get a signed message the moment something happens (an employee is added, a leave request is decided), compare your Google or Microsoft user directory with your employees, and send approved hours to Jira or Asana. Contents: Who can use it · API keys · What the API returns · API reference · Webhooks · Zapier and Make · Connectors · Example · FAQ Who can use it Every plan has the API, webhooks and connectors. - API keys and webhooks: staff with the List permission for HR integrations can look. Create lets them make and change keys and webhooks. Delete lets them revoke a key or remove a webhook. - Connectors: staff with the connector List, Create, Update and Delete permissions. Where: HR → Integrations , with three tabs: API keys , Webhooks and Connectors . API keys A key lets your own software read HR data. Click New API key and fill in: - Name , so you remember what uses it. - What it may do: one tick per kind of data the key may read: employees, departments and branches, leave, attendance, document records, payroll run summaries, approvals. Add Manage webhook endpoints if Zapier or Make will subscribe for you. - Allowed IP addresses , Requests a minute , Expires on and Branch (all optional). Click Create key . A key tied to a branch sees only that branch and the ones under it. The key is shown once , when you save. Copy it then. Revoke it any time with Revoke ; it stops working at once. A key reads as the person who made it. It can see only what that person may see on screen: their branches, their data scope and their field privacy. Personal details that person is not allowed to see (date of birth, national ID, pay, bank, medical and similar) come back empty, and the answer lists which fields were hidden. You can tick only scopes you could use yourself; the others are greyed out. If that person later loses access, or leaves, the key stops reading that data. After a person leaves, make a new key. What the API returns - Employees: the list has names, code, work email and phone, department, designation, branch, manager, status and dates. One employee adds the personal fields you may see. - Departments, designations, branches, positions. - Leave: leave types, leave requests and balances. The reason a person gave for leave is never returned. - Attendance: one row per person per day. With no dates, the last 31 days. - Document records: title, type, status and dates. Never the file. Sensitive document types appear only if the key's owner may open them. - Payroll runs: how many people, status and dates, and the run total only if the key's owner may see pay. Never anyone's individual pay. - Approvals: approval requests. A key whose owner may reassign approvals sees all of them; otherwise only the owner's own. A key can also add, change, deactivate and reactivate employees when you tick that permission; see Employee sync and the employee API, which also covers reading employees from your payroll or ERP software. Lists come in pages ( page , per page up to 100) with a meta block, and errors always look the same. Each key has a limit of requests per minute; the answer says how many are left, and how long to wait when you go over. API reference Your base address and a live description of every call (an OpenAPI document) are on the Integrations screen, under API keys . Send the key in the Authorization header. GET \u002Fapi\u002Fpublic\u002Fv1\u002Fhr\u002Femployees?status=active&department id=3&per page=50 Authorization: Bearer 9bx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx json { \"data\": [ { \"id\": 42, \"employee code\": \"E-0042\", \"full name\": \"Rahim Uddin\", \"email\": \"rahim@example.com\", \"department\": { \"id\": 3, \"name\": \"Sales\" }, \"branch\": { \"id\": 1, \"name\": \"Dhaka\", \"code\": \"DHK\" }, \"status\": \"active\", \"joining date\": \"2026-01-05\" } ], \"meta\": { \"page\": 1, \"per page\": 50, \"total\": 1, \"last page\": 1 } } Call Scope Filters GET \u002Fhr\u002Femployees employees search , status , department id , designation id , branch id , employment type , updated since GET \u002Fhr\u002Femployees\u002F{id} employees one employee with personal fields GET \u002Fhr\u002Fdepartments , \u002Fhr\u002Fdesignations , \u002Fhr\u002Fbranches departments and branches search , status GET \u002Fhr\u002Fpositions departments and branches search , status , department id , vacant GET \u002Fhr\u002Fleave\u002Ftypes leave GET \u002Fhr\u002Fleave\u002Frequests leave employee id , status (0 pending, 1 approved, 2 rejected, 3 cancelled, 4 processing), leave type id , from , to GET \u002Fhr\u002Fleave\u002Fbalances leave employee id , leave type id , fiscal year id GET \u002Fhr\u002Fattendance attendance employee id , status , from , to GET \u002Fhr\u002Fdocuments document records employee id , document type id , category , status , expiring within (days) GET \u002Fhr\u002Fpayroll\u002Fruns , \u002Fhr\u002Fpayroll\u002Fruns\u002F{id} payroll status , from , to (as 2026-10 ) GET \u002Fhr\u002Fapprovals approvals status , subject type Common answers: 401 the key is wrong, revoked or expired; 402 your workspace does not have the HR module; 403 the key lacks the scope, or its owner may no longer see that data; 404 not found or not visible to this key; 422 a filter is not valid; 429 too many requests. Webhooks A webhook sends a message to your own web address whenever something happens. Open the Webhooks tab and click New endpoint : enter the Endpoint URL (it must start with https:\u002F\u002F and be reachable from the internet), tick the Events to send , and click Create endpoint . The signing secret is shown once; copy it. Event Sent when employee.created An employee is added employee.updated An employee record changes. It names the fields that changed employee.status changed An employee becomes active, inactive or separated leave.decided A leave request is approved, rejected or cancelled attendance.punched An employee punches in or out approval.decided An approval request is approved, rejected or withdrawn payroll.run finalized A payroll run is locked candidate.hired A candidate is hired What is in the message. Only open fields: the ",{"slug":480,"title":481,"group":303,"text":810},"Languages and local formats Run HR in more than one language: give each employee their own language, show dates in the Hijri or Bengali calendar beside the usual date, write dates, numbers and addresses the way the employee's country does, and publish job openings in several languages on your careers page. Contents: Who can use it · An employee's language · Country formats · Local calendars · Holidays that follow the moon · Careers page in more languages · Example · FAQ Who can use it - Your own language: everyone, from the language switcher in the top bar. No permission is needed. - An employee's language: staff who can edit employees. - Country formats and local calendars: anyone who works with employees, holidays or openings sees them automatically once the legal entity has a country pack. - Opening translations: staff with the opening Update permission write and publish them; anyone who can see the opening can read them. - Every plan includes these features. An employee's language Open the employee, click Edit and pick a Language . Choose Follow the company language to use the language of the employee's legal entity, or of the workspace. The language decides what the employee receives: What In which language Notifications and emails to the employee The employee's language HR letters (appointment, experience, salary certificate...) The employee's language, when a letter template exists in it; otherwise the template without a language Answers from the HR assistant The language the employee writes in, with their language as the hint The screens The language the employee picks in the top bar. Their own choice always wins over the one HR set Right-to-left languages such as Arabic turn the whole screen, the letters and the PDFs right to left. Names, numbers and dates keep their own order inside the text. Which languages are offered? English and the languages 9bx support has switched on for everyone. Arabic and Chinese are switched on once their translation has been reviewed. Ask 9bx support if you need a language that is not in the list. Country formats When a legal entity has a country pack (under Settings → Legal entities ), the pack tells 9bx how that country writes things: Format Example Date and time 20\u002F03\u002F2026, 14:30 First day of the week and the weekend Week starts Sunday, weekend Friday and Saturday Numbers 1.234.567,50 or 12,34,567.50 Addresses Which lines come first, what the region is called (\"Emirate\", \"Province\"), which parts are required, the postal code pattern A second calendar Hijri or Bengali, shown beside the usual date Addresses. On Employee → Addresses , the form follows the country: the fields come in the country's order, with its own names and a hint for the postal code. An address in that country cannot be saved without the required parts or with a postal code in the wrong pattern (\"Write the postal code like this: 5 digits.\"). An address in another country (a permanent home abroad) is not checked. Without a country pack, the workspace's own date and time format is used and no second calendar is shown. Local calendars When the country pack names a local calendar, dates on the HR screens (holidays, leave and attendance calendars, your profile) show the local date beside the usual one, for example 20 Mar 2026 · 1 Shawwal 1447 . Calendar Notes Hijri (Umm al-Qura) The civil Hijri calendar used in the Gulf Hijri (tabular) The arithmetic Hijri calendar Bengali The revised Bengali calendar: the year starts on 14 April Hijri dates are calculated. A holiday that depends on the moon being sighted can fall a day earlier or later; see below. Holidays that follow the moon A country pack can list holidays that follow the Hijri calendar (Eid, for example) with how many days they last. When you install the pack with its holidays, 9bx adds them for this year and next year on the calculated dates. Each year on 1 November it adds the year after. These are ordinary holidays on HR → Holidays → Holiday list : when the official date is announced and differs by a day, open the holiday and move it. 9bx never adds the same holiday twice on the same date, and a date you changed stays as you set it. Careers page in more languages Translate an opening. Open the opening in HR → Hiring → Job openings and go to the Translations tab. 1. Click Add translation and pick the language. 2. Fill in Title , Location (optional) and Description . 3. Leave it Published to show it on the careers page now, or save it as Draft to finish later. 4. Click Save . Draft with AI. Instead of typing, click Draft with AI . The AI writes a draft in that language, marked Machine draft , and it stays off the careers page until someone reads it, corrects it and publishes it. A published translation is never replaced by an AI draft; delete it first if you want a fresh draft. The button shows only when AI writing help is on for your company. The intro. In Hiring settings , careers page section,, add the intro in other languages under Intro in other languages . What visitors see. The careers page opens in the visitor's browser language when the site has it, otherwise in your company language. A language switcher appears once at least one opening or the intro is published in another language. An opening without a translation in the chosen language shows in its original language. To share a link in a given language, add ?lang= and the language code to the careers page address, for example ?lang=ar . Example scenario Gulf Trading LLC has staff in Dubai and Dhaka. HR installs the UAE pack on the Dubai entity and the Bangladesh pack on the Dhaka entity. 1. Dubai screens show dates as 20\u002F03\u002F2026 with the Hijri date beside them; the weekend is Saturday and Sunday as the pack says. 2. HR sets Language: Arabic on Omar's profile. His leave approvals and his salary certificate arrive in Arabic, right to left. 3. Eid al-Fitr appears on the holiday list for this year and next. When the date is announced a day later, HR moves it by one day. ",{"slug":315,"title":316,"group":303,"text":812},"Leave Define leave types and policies, let people apply, route requests through approvers and track balances, late arrivals, short leave and compensatory leave. Contents: Who can use it · Menu · Set up leave · Leave type rules · Apply for leave · Approve · Balances · Optional holidays · Leave calendar · Leave encashment · Late leaves · Short leave · Compensatory leave · Approval workflow · Example · FAQ Who can use it Everyone with an employee record can apply and see their own balance. Approvers use the Approval inbox . Setup items need the leave type, policy and approval permissions. Where: HR → Leaves . Leave applications. The Leaves menu Menu item Purpose Leave applications Apply for leave and see requests Leave calendar Who is away and when, with team coverage warnings Leave encashment Ask for unused leave to be paid out, and decide requests Approval inbox Requests waiting for your approval Approval requests Requests you sent and where each one stands Leave balances Admin view of every employee's balance Short leaves Short leave requests (a few hours) Late leaves Late arrivals and their approval Adjust leaves Compensatory leave: credits and advances Leave types & policies Setup: Types , Policies , Members , Settings Approval workflow The approval flows leave requests follow, in the order they are tried The menu also has Delegations and Approval flows , which belong to the general approvals feature (every plan; see Approvals). Set up leave (admins) You must configure these before anyone can apply. If the application form says \"No leave types yet\", nothing is set up. 1. Leave types & policies → Types → New leave type. Enter the name (for example \"Casual Leave\") and colour. Choose Unpaid or paid, and Approval : Needs approval (manager reviews) or Automatic (auto-approved, with an optional threshold, such as sick leave of 2 days or less). Turn on the behaviours you need: - Allow half-day - Carry forward to next year (with Max carry days ) - Allow in probation - Late arrivals deduct from this leave type 2. Policies → New leave policy. Name it, optionally Set as default policy , then add a row per leave type with Fiscal Year and Total Days (or Unlimited days ). Click Create Policy . Under Who gets this policy you can also set Grade , Employment type , Minimum tenure (months) and Priority (used only for automatic assignment; an empty field matches everybody and the most specific policy wins), and Optional holidays a year (see Optional holidays). 3. Members. Pick the policy, select employees ( Select all is available) and assign. Unassign removes someone. Or, on the Policies tab, click Assign automatically : everyone without a policy gets the one that fits their grade, employment type, location and tenure. A message tells you how many people were assigned and how many had no matching policy. 4. Settings. Set Allow short leave , Max short leaves per month and Max hours per short leave , then Update settings . 5. Set up the approval workflow. Statutory leave. If your legal entity has a country set and you have the permission to install country leave packs, the Types tab shows a Statutory leave card with the leave types and days the country sets. Click Add to workspace to copy them in. Types you already have (same code) are left alone. If the card says the pack is not verified yet, check it against local rules first. Leave type rules The leave type form has a Rules section (not shown for short leave): Setting What it does Sandwich rule Weekly offs and holidays between two leave days count as leave Allow leave in hours People can take part of a day by the hour. Set Hours in a day (how many hours make one day of this leave) Supporting document Ask for a document, such as a medical certificate. Document needed from (days) : 0 means always Can be encashed Unused days can be paid out. Set Most days paid out per year (empty for no limit) and Pay out at year end (what cannot be carried forward is paid out instead of lapsing) Suggested minimum days a year For flexible leave: people who take less see a gentle reminder on their balance page With Carry forward to next year on, an empty Max carry days means no limit and 0 carries nothing forward. Apply for leave 1. Open Leave applications and click Apply for Leave . 2. Choose the Leave type . Only types available to you appear. 3. Pick the start and end date and time. The Per day breakdown lets you mark each day as full or half (first or second half). If the leave type allows hours, a day can also be set to By the hour with the Hours taken . 4. Below the breakdown, check what the request will count as before you send it: - how many days of leave are counted; - days left out because you do not work them (weekly off, holiday, optional holiday); - days counted because they fall between your leave days (sandwich rule); - your balance after the request, or that the leave is not limited by a balance; - a warning if a supporting document is required; - a warning if your department would drop below its minimum people on duty. This is a warning only; you can still submit. 5. Write your reason and optionally attach a document (PDF or JPG, up to 5 MB, for example a medical certificate). If the type needs a document and you attach none, the request is refused. 6. Click Submit leave request . It goes to the first step of the approval flow that applies to it, or straight to HR and your reporting manager when no flow applies. Click View my balance to check what you have left first. If you see \"Your account is not linked to an employee\", ask HR to link your login to your employee record. Click a request to see its Request details , Approval progress (every step, who approved or rejected and their comments, which step is waiting now) and Summary (total days and hours). You can Cancel a request that is still open. A request shows Pending until the first step approves it, then Processing until the last step decides. Approve or reject leave 1. Open Approval inbox . It lists ",{"slug":360,"title":361,"group":303,"text":814},"Country pack: Malaysia Run HR and payroll for a legal entity in Malaysia. The pack covers EPF, SOCSO and EIS contributions, the monthly tax deduction (PCB) and the HRD Corp levy. It also covers statutory reports, the IBG bank salary file, termination benefits, and leave, holidays and working time under the Employment Act 1955. Contents: Who can use it · What the pack contains · Install · Employee fields · EPF, SOCSO and EIS · Monthly tax deduction · End of service · Bank file · Reports and deadlines · Status of the figures · Example · FAQ Who can use it Admins and HR staff who can install country packs on a legal entity can use it. Payroll content also needs payroll on your plan. What the pack contains Area Malaysia: private sector EPF Below 60: 11% employee, 13% employer (12% above 5,000). From 60: Malaysians 0% \u002F 4%, permanent residents 5.5% \u002F 6.5% (6% above 5,000). Foreign workers 2% \u002F 2% SOCSO Below 60: 0.5% employee, 1.75% employer; from 60 and for foreign workers 1.25% employer only; wages up to 6,000 EIS 0.2% employee and 0.2% employer for Malaysians and permanent residents below 60; wages up to 6,000 Income tax Monthly tax deduction (PCB) with the 2026 resident rates, reliefs, the rebate and the 4,000 EPF relief cap; non-residents 30% HRD Corp levy 1% of basic and allowances for Malaysian employees End of service Termination benefit: 10 days' wages a year under two years of service, 15 up to five years, 20 after Leave Annual 8, 12 or 16 days and sick 14, 18 or 22 days by service; hospitalisation 60 days; maternity 98 days; paternity 7 days Holidays Labour Day, National Day, Malaysia Day, Christmas, Hari Raya Aidilfitri (2 days), Hari Raya Haji, Awal Muharram, Maulidur Rasul (other federal and state holidays added each year) Working time 8 hours a day and 45 a week; overtime 1.5 times, 2 times on a rest day and 3 times on a public holiday; at most 104 overtime hours a month Notice As in the contract; when the contract is silent, 4, 6 or 8 weeks depending on service Letters Service certificate and salary certificate in English and Malay Bank file IBG bulk salary file Reports EPF contributions (Form A), SOCSO and EIS, monthly tax deductions (CP39), HRD Corp levy, Form EA and Form E data Install the pack 1. Go to Settings → Legal entities and open the legal entity. Its country must be Malaysia. 2. Click Install country pack and choose Malaysia: private sector (draft) . 3. Read the preview, tick the notice that the pack is not yet verified and click Install . Letters arrive as drafts in English and Malay: read them and publish them in Documents and letters . The Hijri holidays follow the official moon sighting; adjust the date when it is announced. Employee fields The pack adds an EPF, SOCSO and income tax (Malaysia) section to employee profiles in Malaysia: - Contribution category : Malaysian , Permanent resident or Foreign worker . Empty means Malaysian. HR picks it; it decides the EPF, SOCSO and EIS rates and the levy. - EPF member number . - Spouse relief : Yes adds 4,000 of relief and the spouse rebate. - Children for tax relief (under 18) : each child adds 2,000 of relief. - Disabled individual (tax relief) : Yes adds 7,000 of relief. - Non-resident for tax : Yes deducts 30% of the pay each month. Put the MyKad number under National ID (12 digits) and the income tax number under Tax ID . The date of birth decides the age bands: a new rate starts the month after the 60th birthday. EPF, SOCSO and EIS - EPF is charged on wages without overtime and leave paid out, bonuses included. It follows the official table: steps of 20 up to 5,000 and of 100 up to 20,000, each share rounded up to the next ringgit. - SOCSO and EIS are charged on wages without bonuses, up to 6,000. The official table charges the middle of each 100 step, each share rounded up to 5 sen. Monthly tax deduction (PCB) Every month the payroll estimates the year's chargeable income: what was paid so far, plus this month's normal pay for every month left. It then takes off EPF (at most 4,000 a year) and the reliefs (individual 9,000 plus the fields above, plus the reliefs the employee declared and proved in Tax declarations ). The tax on the yearly rates is reduced by the 400 rebate (800 with the spouse) when chargeable income is 35,000 or less. It is spread over the months left, after what was already deducted. A bonus is taxed in the month it is paid. The deduction is rounded up to 5 sen, and amounts under 10 are not deducted. End of service When an offboarding settlement is worked out for a termination by the employer after at least 12 months, the pack adds the Termination benefit . It is 10 days' wages for each year of service under two years, 15 days from two to five years and 20 days after, with a part year counted by months. The daily rate is the monthly wage divided by 26. It is not paid on resignation or at the end of a fixed term. Unused annual leave is paid out, and final wages are due within 7 days. IBG bank salary file In a locked payroll run, open the Bank file tab and choose IBG \u002F bulk salary file (CSV) . The file has one line per payee: name, account number, the bank's BIC, ID number, amount, reference, payment details and employee ID. If anyone has no account number or BIC, the file is not made and those people are listed. The file is for ringgit only. To match your bank's template, set the column headings under Pack settings . Reports and deadlines In Compliance → Reports , choose the legal entity: - EPF contributions (Form A data) , SOCSO and EIS contributions and HRD Corp levy : monthly. - Monthly tax deductions (CP39 data) : income tax number, MyKad, pay and PCB. - Remuneration of the year (Form EA and Form E data) : run it for January to December. Compliance → Calendar shows the wage payment (within 7 days), the payments to EPF, PERKESO, LHDN and HRD Corp (15th of the next month), Form EA to employees (end of February) and Form E (31 March). Status of the figures The pack is draft . It was written fr",{"slug":336,"title":337,"group":303,"text":816},"Marking payments paid 9bx does not send money. You pay salaries, expense claims and cash advances from your own bank account or mobile wallet as you always do, and then record in 9bx that the money went out: how it was paid, from which company account, to which of the person's accounts, the reference, the date, a note and a proof file. Contents: Who can use it · Company payment accounts · Mark payroll paid · Mark expense claims and advances paid · The mark paid form · Paid via · Undo a payment · Example · FAQ Who can use it - Company payment accounts: people who manage payroll or payment setup see and change the list. People who pay salaries or expenses can pick from it. - Marking payroll paid: people allowed to mark payroll paid (usually whoever locks payroll runs). - Marking expense claims paid: people allowed to pay expense claims. Cash advances: people allowed to pay and settle advances. - Undoing a payroll payment: people allowed to undo payroll payments (usually whoever may mark payroll paid). Expense claims and advances: the same people who pay them. Company payment accounts Where: HR → Payroll → Company payment accounts . These are your organization's own accounts that money leaves from: a bank account, a mobile wallet (bKash, Nagad, Rocket or any other), a cash box. 1. Click Add account . 2. Fill in Name (for example \"Main bank\" or \"Payroll bKash\"), Type (Bank account, Mobile wallet, Cash or Other), Bank or provider , Branch (bank accounts), Account or wallet number and Currency . 3. Click Save . The number is stored encrypted. The list shows only its last four digits, for example ••4521 . When you edit an account, leave the number empty to keep the saved one. Switch Active off for an account you no longer pay from: it is no longer offered in the form. Delete removes it from the list; payments already recorded keep the account name they were paid from. Mark payroll paid Where: HR → Payroll → Payroll runs , open a run. - The whole run: click Mark paid at the top. Everyone selected in the run who is not paid yet is marked paid together, each to their main account on file. The form shows how many people and the total. - One person: once the run is locked, the Paid via column has a Mark paid button on each line not paid yet. Here you can pick which of the person's accounts the money went to. A run becomes Disbursed when its last selected person is paid. Loan instalments are booked and each person gets the \"salary paid\" notice when their line is marked paid. If you made a bank file for the run, its lines are marked paid with the same reference. A run waiting for approval cannot be marked paid: lock it first. Mark expense claims and advances paid - Expense claims: HR → Expenses → Expense claims , tab To pay . Tick the claims, click Mark paid . When you tick one claim you can pick the person's account; with several, each person's main account is used. See Expenses. - Cash advances: open the advance and click Mark as paid . See Travel and advances. The mark paid form Field What to enter Paid by Bank transfer, bKash, Nagad, Rocket, Cash, Cheque or Other Paid on The day the money went out. It cannot be in the future. Paid from Your company account. Choosing bKash, Nagad or Rocket picks your matching wallet account when you have one. Required for every method but cash: without a company account you can only record cash. Paid to The person's account the money went to. Shown when one person is paid. Accounts not verified yet are marked \"not verified\". Reference or transaction ID The bank transfer reference, wallet transaction ID or cheque number. Required for every method but cash and other. Note Anything worth keeping, for example \"Paid early for Eid\". Proof of payment Optional. A receipt or screenshot: PDF or image, up to 10 MB. If no company account is set up yet, the form says so and links to Set up accounts . Paid via Once paid, the Paid via column (payroll run lines, the All tab of expense claims, the advance details) shows the method, the reference, the company account and the person's account, for example \"bKash · BK-55 · Payroll bKash (bKash ••0111) · bKash ••4455\". View proof opens the proof file. Every marking is kept with who recorded it and when. Undo a payment When something was marked paid by mistake (wrong person, a transfer that bounced, paid twice), click Undo payment under its Paid via details, give the reason and confirm. - A payroll line becomes unpaid again. Its loan instalment is given back to the loan, a Disbursed run goes back to the state it was in before (for example Locked ), and the line's bank file entry is unpaid again. You can then mark it paid again. - An expense claim goes back to Approved , ready to pay. - A cash advance goes back to Approved . An advance already set against a claim or partly returned cannot be undone. The payment stays in the history with who undid it, when and why. The person was already told they were paid; tell them yourself if needed. A run that was reversed cannot have its payments undone; re-run the month instead. Example scenario Padma Net pays February salaries. Karim (Finance) adds two company accounts: \"Main bank\" (Bank account, City Bank, Gulshan, number ending 9012) and \"Payroll bKash\" (Mobile wallet, bKash). After the run is locked he uploads the bank file to City Bank. The bank confirms batch TRF-2027-02. He opens the run, clicks Mark paid , chooses Bank transfer , Main bank , enters TRF-2027-02 and attaches the bank's confirmation PDF. One driver has no bank account and was paid by bKash the day before: Karim marks that line on its own with bKash , Payroll bKash , the bKash transaction ID and the date. The run shows Disbursed . Troubleshooting and FAQ The Mark paid button is missing. The run is still being prepared or waiting for approval, everyone is already paid, or you are not allowed to mark payroll paid. \"Every selected line of this run is already paid.\" Nothing is left to pay in this run. \"Pick an active company accoun",{"slug":339,"title":340,"group":303,"text":818},"Multi-currency and multi-country payroll Pay people in more than one currency and more than one country from one workspace. Each legal entity pays in its own currency under its own country rules. Every payroll line keeps the exchange rate it was converted at, and the consolidated payroll report shows all entities together in one reporting currency. Contents: Who can use it · How currencies are decided · Reporting currency and rate type · Exchange rates · Running payroll in another currency · When a rate changes later · Pay calendars per legal entity · Consolidated payroll · Moving someone to another legal entity · FAQ Who can use it It's on every plan. Roles get these permissions on the Roles screen, under Payroll : - See exchange rates and the currency settings: Exchange rates (List) . - Add, revise or delete exchange rates: Exchange rates (Add) . - Change the reporting currency and the default rate type: the payroll settings permission. - See consolidated payroll and the legal entities overview: Consolidated payroll (View) . You only see payroll of the people you can already see. - Check a move to another legal entity: the employee transfer permission. Roles that could already list payroll runs get Exchange rates (List) and Consolidated payroll (View) . Roles that could already lock payroll runs get Exchange rates (Add) . How currencies are decided Each person in a payroll run is paid in one currency: 1. Their pay group's currency, if the pay group has one. 2. Otherwise the currency of the pay group's legal entity. 3. Otherwise the currency of the run's legal entity. Salary amounts are read in that currency. Each currency is rounded to its own decimals. For example, US dollars have two decimals and Japanese yen have none. A legal entity has a country, a currency and its own country pack. One workspace can have entities in different countries, each with its own tax, contribution, leave and notice rules, and its own tax year. Reporting currency and rate type Open Payroll → Settings → Currency . - Reporting currency: consolidated payroll is shown in this currency. If you leave it empty, your workspace currency is used. - Default rate type: how a line in another currency is converted: - Rate on the pay date: the rate in force on the day people are paid. The pay date comes from the pay calendar. Without a calendar, the last day of the pay period is used. - Average rate over the pay period: the average of the daily rates from the first to the last day of the period. - Fixed rate for the run: you type one rate per currency on the run. A pay group can have its own rate type, and so can a single run. The run's choice wins, then the pay group's, then the default. Tip: Set the reporting currency on purpose. Until you do, a run with a missing rate is still generated, but its foreign-currency lines stay unconverted and the run lists the missing rate. Once a reporting currency is set, a missing rate stops the run until you add it. Exchange rates Open Payroll → Exchange rates . 1. Click Add rate . 2. Pick the two currencies, type the rate and the date. A rate reads \"1 first currency = rate second currency\", for example 1 USD = 120 BDT. 3. Save. Your own rates win over the daily rates 9bx keeps for every workspace. A rate is used from its date until a newer one. You only need one direction: 1 USD = 120 BDT also answers BDT to USD. To check a rate before a run, use Look up . It shows the rate for a day, or the average over a period. If there is no rate, it says so. Saving a rate for a date that already has one replaces it. This counts as a revision. Deleting a rate is also allowed. Running payroll in another currency 1. Create the run for the legal entity (or pay group) as usual. 2. Optional: choose a Rate type for this run. For Fixed rate for the run , enter the rate for each currency, for example USD 110.25. 3. Click Generate . If a rate is missing, generating stops with a message such as \"No exchange rate from USD to BDT on or before 2026-09-30\". Nothing is converted one-to-one. Add the rate, then generate again. After generating, each line shows its currency, the rate, the rate type and the rate date. The run shows totals for each currency and the total in the reporting currency. Editing amounts on the register converts them again at the rates the run already holds. When a rate changes later A run keeps the rate it was generated with. Revising or deleting a rate never changes a run silently. - When you save a rate, 9bx lists the runs that used that currency pair from that date on and whose rate is now different. Final (locked or paid) runs stay as paid. - A run's Currency panel shows each rate it used, the rate on record today, and a Revised mark when they differ. - To use the new rate on a draft run, generate it again. Pay calendars per legal entity Open Payroll → Pay calendars and add a calendar with a Legal entity . Pay groups of that entity that have no calendar of their own use it. The order is: the pay group's calendar, then the legal entity's, then the workspace default. Each legal entity can have one calendar. Consolidated payroll Open Payroll → Consolidated payroll . 1. Pick the months, and optionally one legal entity. 2. Only final (locked or paid) runs are counted. Turn on Include drafts to see runs in progress. For each legal entity you see its country, currency, country pack and current tax year, the number of people and runs, and the amounts in its own currency and in the reporting currency. Totals per currency and a grand total in the reporting currency are at the top. - Amounts come from the rate stored on each line, so the report gives the same answer next year. - Lines from before multi-currency payroll, or converted to a reporting currency you have since changed, are converted at the rate of the last day of their month and marked Restated . - If a month has no rate, it is listed under Missing rates and left out of the totals. Add the rate to include it. Moving someone to another ",{"slug":369,"title":370,"group":303,"text":820},"Final settlement, terminations and exit interviews Settle what a leaver is owed (or owes), handle a dismissal with a legal review first, hear why people leave, and keep a list of former employees you may hire again. Who can use it Task Who Prepare a settlement, add lines, send it for approval Staff who can create settlements (HR) Approve, send back or dispute a settlement Staff who can approve settlements (usually whoever approves payroll runs). Never the person who prepared it. Record the payment Staff who can pay settlements. Propose a termination Staff who can propose terminations Clear or reject a termination Legal reviewers only Ask for and record exit interviews HR with the exit interview permission Fill in your own exit interview The leaver, under My resignation Where: HR → Offboarding : Final settlements , Terminations , Exit interviews , Alumni . The settlement and the exit interview also show on each Exit case . Final settlement What it includes 9bx works out each line from your own records and, where installed, the country rules of the legal entity: Line Where it comes from Pay through the last working day Monthly pay on file, from the day after the last finished payroll run that paid the person to the last working day. If no finished run ever included the person, from the first month your workspace ran payroll in 9bx Unused leave All days left in leave types marked as encashable, at the day rate. Days left in other types are listed in a note, not paid Income tax Taken the same way payroll takes it (tax slabs, or the tax component of a payroll template): a month's share of the yearly tax for each month of pay owed, and the extra tax the leave and notice pay add. Left out when the country rules carry a tax of their own Pay in lieu of notice When the company ends the job early and the country rules say to pay the notice Notice not served When the person resigns without serving their notice and was not released early, if the country rules say so Loan balance What is left of every open loan Gratuity, end-of-service, severance, statutory deductions The end-of-service rules of the country pack Lines added by hand An asset not returned, an agreed payment Each line has How this was worked out : click it to see the dates, rates and rule behind the figure. If the country rules have not been verified, a yellow Check these figures note shows on the worksheet and on the statement. If no country rules are installed, only the lines from your own records are included and the worksheet says why: the person has no legal entity, no country pack is installed for it, or the pack has no end-of-service rules. Install them from the country pack opens the legal entity's page. If no joining date is on file, the length of service is counted from the day the person was added to 9bx and a note says so; Set the joining date opens the employee. Click Recalculate after fixing either. Step-by-step Start a settlement 1. Open the exit case ( Offboarding → Exit cases ). 2. In the Final settlement card, click Start settlement . The worksheet opens. 3. Check the lines and Worked out from on the right. Correct it - Click Add a line under Owed to the employee or Taken back , give a description and an amount. - Remove a line you added with the bin icon. - Changed the last working day, repaid a loan or changed pay? Click Recalculate . Lines you added by hand stay. Approve it 1. Click Send for approval . The figures are now locked. 2. A second person opens the settlement and clicks Approve . If your company has an approval flow for final settlements, it waits in the approvals inbox instead and is approved there. 3. Wrong figures? Click Send back (or Dispute once approved) and say why. It returns to draft. Pay it 1. On an approved settlement click Record payment (or Record money received when the employee owes the company). 2. Choose the payment method and add the reference. 3. 9bx closes the open loans, marks the unused leave as paid and makes the statement. Click Download statement to get the PDF. A copy is filed in the employee's documents. A paid settlement is final. Payroll runs after the settlement no longer pay the person, so salary is never paid twice. Example scenario Rahim resigns with a last working day of 24 March. HR starts the settlement: 24 days of March pay, 6 days of unused leave, a gratuity line from the country rules and his loan balance of 400 taken back. HR adds \"Laptop charger not returned, 25.50\". The finance lead approves it, then records a bank transfer with reference TRX-1042. Rahim's loan is closed and his statement is in his documents. Terminations A termination is proposed first and reviewed by legal. Until it is carried out, only the person who proposed it and the legal reviewers can see it. The employee and the exit case list see nothing. 1. Offboarding → Terminations → Propose a termination . Pick the employee and last working day, choose a reason, and write the Grounds (what happened, warnings given). Click Send for legal review . 2. A legal reviewer opens it and clicks Clear , or Reject with a note. You cannot review your own proposal. 3. Once cleared, the proposer clicks Carry out , changing the last working day if needed. A normal exit case starts with its checklist, and the final settlement follows as above. 4. Withdraw drops a proposal that is still in review or cleared. Exit interviews 1. On the exit case, in Exit interview , click Ask the employee and choose an exit form (forms of the Exit category from the form builder). Leave the form empty to hold the interview in person. 2. The leaver sees the form under My resignation and sends their answers. 3. HR clicks Record interview to add the Reason for leaving , Would come back and a summary. You can also type the answers in for the person. If they will not take part, click Declined . The reason also classifies the exit. You can set or change it when you complete the exit case. Exit reasons: on Exit interviews , click Exit reasons to ",{"slug":426,"title":427,"group":303,"text":822},"Offboarding Take a leaving employee through one checklist: notice and last working day, handover, assets back, access removed, each department's sign-off, and the experience and relieving letters. Contents: Who can use it · The screens · Exit checklists · Resignations · Start an exit · Work an exit · Clearances · Close or cancel · Example · FAQ Who can use it - HR with the offboarding permissions (Exits, Resignations, Clearances, Exit checklists) starts and works exits, decides resignations and closes exits. - Department heads need only the clearance permissions to sign their own department's sign-off. IT, finance and admin each have their own sign permission ( Sign IT Clearance , Sign Finance Clearance , Sign Admin Clearance ) on top of Sign Clearances ; the manager signs the line handed to them. - Every employee can give notice, follow it and withdraw it. No permission is needed for their own resignation. Offboarding is part of the onboarding and offboarding checklists feature, which is on every plan that has HRM. Where: HR → Hiring & lifecycle → Onboarding & offboarding , section Offboarding : Exit cases (called Exits before), Resignations , Clearances , Exit checklists and more. The employee's own page, My resignation , is at HR → Self service → My resignation , and on the My HR page. The screens Screen What it shows Exit cases Everyone leaving, the exit type, the last working day (\"Leaves in 5 days\", \"Left 2 days ago\") and checklist progress. Filter by status. Start an exit is at the top. An exit The notice, the last working day, the tasks, what the person still holds or owes, the letters, and the buttons Move last day , Put on hold , Cancel exit and Close exit . Resignations Notice given by employees, Waiting for a decision , with Accept and Decline . Clearances Every department sign-off across all open exits. Filter by department and status. Exit checklists The task lists exits are built from. My resignation The employee's own page: Give notice , then the status, the last day and Withdraw . Exit types are Resignation , Termination and End of contract . An exit is In progress , Completed or Cancelled . Exit checklists The first exit you start creates a checklist called Standard exit if you have none. It holds a handover task, asset return, access removal, an optional exit conversation, and clearances for the manager, IT, finance and admin. You can edit it like any other. 1. Open Exit checklists and click New checklist (or open one to edit it). 2. Give it a name. Tick Default checklist to use it for every new exit, and Active to make it available. 3. Click Add task for each step and choose: - the type: Task (anything to be done), Clearance (a department signs off), Asset return (done when every item is back) or Access removal (remove accounts and tools by hand); - who does it: HR , Manager , IT , Finance or Admin ; - Due (days from last day) : a negative number is before the last day, so -3 means three days before; - Required , or leave it optional. 4. Use Move up and Move down to set the order, then save. Manager tasks go to the leaver's reporting manager. HR tasks go to the person who started the exit. IT, finance and admin tasks wait on the Clearances board until someone is assigned or signs them. Each assigned task also appears in the person's to-dos. Resignations The employee gives notice 1. Open My resignation and go to Give notice . 2. The page shows the notice period: \"Your notice period is 30 days\". It comes from the person's contract, or from the country rules when the contract has none. If neither has one, it says no notice period is on file. 3. Choose the Last working day . A day before the notice ends is an Early release request, which is decided together with the resignation. 4. Add a Reason (optional) and click Submit resignation . Only an active employee can resign, and only one resignation or exit can be open per person. HR decides If your organization has an approval flow for resignations (see Approvals), the request goes to the Approval inbox and the queue shows \"In the approvals inbox\". Otherwise it waits on Resignations for someone with the approve permission. 1. Open Resignations , find the row and click Accept or Decline . 2. When accepting, leave the last working day as it is to accept the day asked for, or change it. 3. When declining, say why. Accepting opens the exit straight away, with type Resignation . Nobody can decide their own resignation. Withdrawing: the employee (or HR) clicks Withdraw while the resignation waits, or after acceptance while the exit is still open. The exit is then cancelled and the person stays. Start an exit (termination or end of contract) 1. Open Exit cases and click Start an exit . 2. Choose the employee, the Type ( Termination , End of contract , or Resignation for notice handed in on paper) and the Last working day . Add a Reason if you want. 3. Click Start an exit . The checklist is copied, each due date is counted from the last working day, and the tasks are handed out. A resignation given on My resignation opens its own exit when it is accepted, so you do not start one for it. An exit can also be started by an automation. Such an exit is a termination whose last working day is the end of the notice period (from the contract, or the country rules), or else the end of the person's contract. If neither is on file, the automation starts nothing and its run says so; start the exit by hand. Move the day on the exit if it is not right. Work an exit Open the exit from Exit cases . Action What it does Mark done Closes a task. Clearances are signed instead (see below). Skip Skips an optional task. A required task cannot be skipped. Reopen Opens a closed task again. Assign Changes who does a task and its Due date . Mark returned Under Still held or owed , marks a company asset as back. The list comes from the Assets module. Move last day Moves the last working day. Open tasks move with it. Moving it earlier means the notice is shorte",{"slug":375,"title":376,"group":303,"text":824},"Onboarding Give every new hire a joining checklist, a welcome page with a first-week agenda and a buddy, and check in with them over the first months. When someone moves to another branch, department or role, the same tools give them a short \"cross-boarding\" checklist. Who can use it - HR with the onboarding permissions: builds templates, starts onboarding, works the checklist, and manages check-ins and probation reviews. - Managers with the welcome permission: edit the welcome page, agenda and buddy for their own team. - Every employee: sees their own welcome page, tasks and check-ins on My onboarding . No permission is needed for your own. Where: - HR → Onboarding , with Onboarding cases , Check-ins and reviews and Onboarding templates . - HR → Self service → My onboarding for the employee's own page (shown to people with an employee record). The screens Screen What it shows Onboarding templates The checklists. A cross-boarding template has a Cross-boarding (internal move) tag. Onboarding cases Everyone with a checklist in progress, with progress and what waits for HR to verify. Filter by status, or by onboarding and internal moves. A case Its tasks, the buddy, and the buttons Welcome page , Send link , Move start date , Cancel and Complete . Check-ins and reviews Two tabs: Check-ins (the 30-60-90 day check-ins) and Probation reviews . Settings is at the top right. My onboarding The employee's welcome page, their tasks, the check-ins they owe, and for managers the probation reviews waiting for them. Dashboard The Onboarding progress widget: open cases, tasks overdue, submissions to verify. Step-by-step Build a template 1. Open Onboarding templates and click New template . 2. Give it a name. Under Type , choose Onboarding for new hires or Cross-boarding (internal move) for people who change branch, department or role. The type cannot be changed later. 3. Under Applies to , leave fields on Any to use it for everyone, or narrow it to a legal entity, branch, department or worker type. 4. Write a Welcome message . You can use {first name} , {company} , {start date} , {manager} and {buddy} ; they are filled in for each person. 5. Under First-week agenda , click Add item for each item and set the Day from start , an optional Time and a title. 6. Add tasks. For each, choose the type and who it is Done by : - Task : someone does something and ticks it. Can be done by HR, the manager, the buddy, IT, finance, administration or facilities. - Form , Document , Acknowledgement : done by the new hire. - Policy : the new hire reads and acknowledges a published policy. Choose the policy. - Training : name the course and add a link if there is one. The person ticks it when done. 7. Click Save . Name the people who get team tasks 1. Open Check-ins and reviews and click Settings . 2. Under Who gets the team tasks , pick a person for HR, IT, finance, administration and facilities. 3. Click Save . From now on, a team's tasks go straight to that person. Without a person they wait in the team's queue, and HR tasks go to whoever started the onboarding. Manager tasks always go to the reporting manager, and buddy tasks to the buddy. Start onboarding 1. Open Onboarding cases and click Start onboarding . 2. Choose the employee and the Start date . 3. Leave Checklist template on Pick automatically , or choose one. 4. Choose a Buddy if you have one in mind. 5. Keep Email the new hire their personal link on to send the pre-boarding link. 6. Click Start . The tasks are handed out, the check-ins are scheduled and any policies are added to the person's My policies . Edit the welcome page, agenda and buddy 1. Open the case and click Welcome page . 2. Change the buddy, the Welcome message or the agenda items (date, time, title, notes). 3. Click Save . If you changed the buddy, the open buddy tasks move to the new buddy. The new hire sees the welcome page on their personal link before day one (without the team list), and on My onboarding after they sign in. Answer a check-in (new hire or manager) 1. Open My onboarding . Check-ins due appear under Check-ins . A reminder is also in your Todos. 2. Click Answer , choose how it is going, and fill in What is going well? and Where do you need help? (or the questions of your company's form). 3. Click Send . The new hire's answers are seen by them and by HR only. A manager sees that the check-in was answered, not what was said. Manage check-ins (HR) 1. Open Check-ins and reviews on the Check-ins tab. 2. Use Move date to change when a check-in is due, or Skip to set it aside. Write a probation review (manager) 1. Before someone's probation ends, you get a Todo and the review appears on My onboarding under Probation reviews . 2. Click Write review . Choose an Overall rating , a Recommendation ( Confirm , Extend probation or End employment ) and write notes. 3. Click Save review . Confirm starts the confirmation request, which then goes through the normal approval. If the manager is away, HR can write the review from the Probation reviews tab of Check-ins and reviews . Change the check-in and review settings 1. Open Check-ins and reviews and click Settings . 2. Turn Schedule check-ins for every new hire on or off, and set the Check-in days (default 30, 60, 90). 3. Optionally choose a Check-in form and a Probation review form . Leave them empty to use the built-in questions. 4. Set Ask for the review : how many days before probation ends the manager is asked (default 14). 5. Turn Start a checklist when someone moves branch, department or role on or off. 6. Click Save . Cross-boarding (internal moves) When an employee is transferred to another branch, or their department or designation changes, a cross-boarding checklist starts by itself, as long as a cross-boarding template fits and the setting is on. It works like onboarding, but there is no personal link and no check-ins. The person sees it on My onboarding under Your new team . Example scenario Nadia joins the Dhaka branch as a supp",{"slug":402,"title":403,"group":303,"text":826},"Org chart, people directory, teams and locations See who reports to whom, find a colleague, group people into teams and keep each office's details in one place. Contents: Who can use it · Screens · Org chart · Edit reporting lines · People directory · Teams · Locations · Example · FAQ Who can use it These pages are on every HR plan. On the Roles screen, the permissions are View Org Chart , View People Directory , Set Public Directory Fields , the Teams permissions (List, Create, Update, Delete) and the Locations permissions (List, Update). Roles that already used HR for themselves or others received the chart and directory permissions automatically. Teams went to roles that manage departments, and locations to roles that manage branches. Everybody who can open the chart or directory sees the name, title, photo, department, manager and teams of every active employee, in every branch. Where: HR → Org chart , HRM → People directory , HRM → Teams and HRM → Locations . The screens Screen Purpose Org chart The reporting tree, with search, zoom and export People directory Cards of every colleague, with filters Teams Groups of people under a department Locations Each branch as a place: address, timezone, holiday calendar, legal entity The org chart The chart opens with the top two levels expanded. Each card shows name, title, photo and department. A pill shows the total, for example \"120 people\". Control What it does Search box Type at least two letters of a name, title or department, then pick a result. The chart opens the path to that person and highlights the card Zoom out \u002F Zoom in \u002F Reset zoom Zoom from 30% to 160%. Ctrl (or Cmd) plus the mouse wheel also zooms Top levels Back to the top two levels Expand all \u002F Collapse all Open or close every branch that has loaded Number under a card How many direct reports; click it to show or hide them Click a card Opens the Profile panel Export PNG Saves a picture of the chart as it is expanded on screen Export PDF Saves the whole chart as an indented list: name, title and department per line The Profile panel shows Reports to (click the name to jump to the manager), Direct reports , teams, and, if you may see them, Employee ID , Work email , Work phone , Location and Joining date . If you only see the public details, the panel says so. Very large organizations (above 2,500 people) load the top levels first; each branch loads when you open it. Edit reporting lines by drag and drop Staff who may create job change requests see Edit reporting lines , on every plan. 1. Click Edit reporting lines . A hint explains the mode. 2. Drag a person's card onto their new manager. 3. Request a job change opens with New reporting line and the new manager already filled in. Choose Effective from , add a note and click Send for approval . 4. Click Done editing to leave the mode. The chart does not change until the request is approved and its date arrives. You cannot drop a person on someone who reports to them. See Employment changes for how approval works. People directory The directory shows a card per active colleague: photo, name, title, department, and the work email or location when you may see it. Search by name and filter by All departments , All titles and All teams . Clear filters resets them. Click a card to open the same Profile panel as the chart. What extra details everybody sees is controlled by Public fields (needs Set Public Directory Fields ): 1. Click Public fields . 2. Tick any of Employee ID , Work email , Work phone , Location and Joining date . 3. Click Save . Name, title, photo, department, manager and teams are always visible. People who can see an employee's branch, and the employee themself, see all the detail fields anyway. Teams Teams are HR groups under a department (separate from CRM teams). They show on profile cards and filter the directory. Each team card shows its department, member count and lead. 1. Click New team . 2. Enter the Team name , and optionally the Department and Code . 3. Pick the Team lead and the Members , and add a Description . 4. Click Save . Click Edit to change a team. Deleting a team removes only the group; the people in it stay. Locations Locations lists your branches as places, with sub-locations indented under their parent. Each card shows code, headcount, address, Timezone , Default holiday calendar and Legal entity . Inherited means the value comes from the parent location. 1. Click Edit on a location. 2. Set Address , Phone , Email , Timezone , Default holiday calendar and Legal entity . 3. Leave timezone or holiday calendar empty to inherit from the parent. Click Save . Attendance and shifts at the location use its timezone. New locations are added as branches, not on this page. Example scenario Padma Net Support reorganizes its NOC. HR creates the team \"Night NOC\" under the NOC department with Sabbir Ahmed as lead. In the People directory , HR makes Work phone public so agents can call each other. Later, the NOC head opens the Org chart , clicks Edit reporting lines and drags Rina Akter onto Sabbir, effective 1 March. After approval, Rina appears under Sabbir from that day. HR then exports a PDF for the board pack. Tips - Keep Reports to up to date on every profile; the chart is built from it. - Expand the branches you need before Export PNG ; the picture shows what is open on screen. - Set the timezone on the parent location only, and let sub-locations inherit it. Troubleshooting and FAQ \"Reporting loops found\". Older data has people who report to each other in a circle. Each loop shows as its own top card. Fix the Reports to on the profiles. Someone is missing from the chart or directory. Only active employees are shown. Check the person's status. I do not see \"Edit reporting lines\". It needs the permission to create job change requests. Ask an administrator. Sending the reporting-line change fails. Job change requests need an approval flow for job changes. See Employment changes. Expand all does not ope",{"slug":342,"title":343,"group":303,"text":828},"Payroll corrections, payments and accounting Fix a month that is already locked, pay extra amounts outside the regular cycle, pay people through a bank or wallet, post payroll to your books and give everyone a year-end statement. Contents: Who can use it · Off-cycle runs · Reverse and re-run · Retro pay · Commissions · Bonus guidelines · Paying payroll · Payroll accounting · Year-end statements · Example · FAQ Who can use it - Off-cycle runs, reversals, retro pay, commission imports and bonus guidelines are part of payroll. - Each action has its own permission (for example Reverse and Re-run and Apply Retro Pay ). People who could already run payroll received them automatically. Where: HR → Payroll , then the page named in each section. Off-cycle runs An off-cycle run pays chosen people outside the regular monthly run: a missed payment, a commission, arrears, a one-off bonus. It never clashes with the regular run of the same month. 1. Open Payroll runs and click Off-cycle run . 2. Give it a name, the month it belongs to and the people. Click Create run . 3. On the run, under Lines of this run , add a line per amount: choose the person, the Kind (for example Commission, Arrears, Tax, Recovery), a title and the amount. Earnings are paid; Tax, Recovery and Other deduction are taken off. 4. Click Generate . Each person's payable is their earnings less their deductions. 5. Lock and pay it like any run. Payslips and bank files work the same way. Adding or removing a line sends a generated run back to draft, so generate it again before locking. Reverse and re-run a month A locked or paid run is never edited. If it was wrong, reverse it. 1. Open the run and click Reverse run . 2. Write why. Click Reverse run . 3. You land on the reversal : a locked run that holds the negative of every row. Totals, year-to-date figures, journals and statements of the month now net to zero. 4. On the original run, click Run the period again . A new draft run with the same month, entity, branch and pay group opens. Generate it with today's data and lock it as usual. If the original run had already been paid (or its bank file was sent), the reversal is marked recover the money : collect it from the people, for example as a deduction in a later run. Loan installments the run took are given back to the loans. A reversal cannot be paid out. Retro pay Retro pay works out a locked month again with today's data (for example a raise back-dated to that month, or a corrected attendance record) and pays the difference. The locked run itself never changes. 1. Open Payroll → Retro pay (or Retro pay on a locked run). 2. Choose the run and click Work it out . The table shows per person what the run paid, what it would pay today and the Difference . 3. Choose where to pay it: - In a later month (default): an adjustment called \"Arrears for …\" (or \"Recovery for …\" when someone was overpaid) in the month you choose. The regular run of that month pays it and works out its tax. - In a correction run : an off-cycle run with the differences as lines. 4. Click Pay the differences . Differences are compared before tax and loan installments. A difference already paid is counted, so working out the same month again shows nothing left to pay. Each period uses the salary and payroll rules that were in force for that period. Import commissions and incentives 1. Open Payroll → Adjustments and click Import commissions . 2. Choose the month and a CSV file with the columns employee code and amount , and optionally category (commission or incentive), title and note . 3. Click Check file . Every problem is listed by row; nothing is imported while a row is wrong. 4. Click Import . Each row becomes an adjustment of the month and the run of that month pays it. Importing the same file twice is refused for the rows already imported. Bonus guidelines A bonus guideline proposes a bonus for everyone it covers. 1. Open Payroll → Bonus guidelines and click New guideline . 2. Choose how the bonus is worked out: a fixed amount, or a percentage of basic or gross pay. Optionally set a cap, a minimum service in months, and Pay people with less than a year a share . 3. Click Apply on the guideline, choose the bonus date and click Preview . Check the list, then Apply . The bonuses appear under Bonuses and the bonus or salary run of that month pays them. People who already have this bonus on that date are skipped. Paying payroll 9bx does not send money. You pay from your bank or mobile wallet as usual (for example by uploading the bank file from the run's Bank file tab), then record it with Mark paid on the run or on one person's line. The lines of a bank file made for those people are marked paid with the same reference. See Marking payments paid. Payroll accounting Payroll → Payroll accounting has three tabs. - Accounts : the accounts payroll posts to. A starting chart is created for you (salaries and wages, employer contributions, salaries payable, tax withheld, contributions payable, other payroll deductions, employee loans). Change codes and names to match your books. - GL mapping : which account each payroll line goes to (basic pay, overtime, tax withheld, net pay and so on). Earnings are debits, amounts owed are credits; the employer contribution has both. The Asset depreciation line is used by the monthly asset depreciation journal (Depreciation, cost centers and total cost). - Journals : choose a locked or paid run and click Build journal . The journal always balances. Choose the Export format (CSV, QuickBooks, Xero, NetSuite, SAP or Tally) and click Export . Salary costs are split by department and cost center in the journal. A reversal's journal posts the opposite entries, so the original and its reversal cancel out. Year-end statements 1. Open Payroll → Year-end statements . 2. Choose the legal entity and the tax year. The tax year starts in the month your country pack (or payroll settings) says. 3. Click Make statements . A statement is made for everyone ",{"slug":333,"title":334,"group":303,"text":830},"Payroll runs and payslips Calculate pay for a month, check it, get it approved and locked, make payslips and a bank file, and pay people. Contents: Who can use it · Payroll runs · Steps of a run · Checks · Variance · Payslips · Bank file · Example · FAQ Who can use it Staff with the payroll run permissions. The output steps have their own permissions: payslips (list, generate, send, download), payout batches, which are bank files (list, create, download), and validation (run checks). If Require approval is on in Payroll settings, the person who prepared a run cannot approve it. Where: HR → Payroll → Payroll runs . A payroll run with its totals. Payroll runs The list shows each run with legal entity, period, type, status and Total payable . Button \u002F control What it does New payroll run Creates a run Filters Branch, pay group Row click Opens the run Delete Removes a run that is not locked In New payroll run choose: Field Meaning Name For example \"Salary — October 2026\" Month The pay month Branch Pay one branch (and its sub-branches) or all What does this run pay? Salary only , Salary + festival bonus , or Bonus only Festival date Optional for bonus runs. Tenure and basic are taken at this date Pay period from \u002F to Optional custom period; give both dates or neither Pay group Pay one group or All pay groups Remark Optional note Step-by-step: run a month 1. Make sure attendance for the month is generated and leave, late and overtime approvals are done. 2. Click New payroll run and Create run . It starts empty (\"Nothing computed yet\"). 3. Open the run and click Generate . Pay is computed for everyone from attendance, leave, overtime, PF, tax and loans. 4. Review the columns: Gross , Overtime , Absent & late , PF , Tax , Loan , Payable . If you use the formula engine, click an employee's name to see how every component was worked out. 5. Untick the Pay box of anyone you do not want to pay now and click Save selection . Use Simulate to test changes without saving, or Regenerate after fixing data. 6. Open the Validate and Variance tabs below the table and deal with what they show (see below). 7. If approval is on, click Submit for approval . The approver chooses Approve or Send back (with \"What needs changing?\"). 8. Click Lock . A run with errors in Validate cannot be locked. A locked run's figures never change again. 9. In the Payslips tab, make and send payslips. In the Bank file tab, make the file for your bank. 10. Send the money from your bank or wallet, then click Mark paid and record how it was sent: method, the company account it left, the reference or transaction ID, the date, a note and a proof file if you have one. Loans are deducted and employees are notified. You can also mark one person paid with Mark paid on their line; the run becomes Disbursed when the last person is paid. See Marking payments paid. Validate: checks before locking The Validate tab lists what the checks found, with Level , Employee , Check and What we found . Check Level Meaning Basic pay is zero Error Usually a missing salary structure. Not checked on bonus runs Negative net pay Error Deductions are larger than the pay Shared bank account Error The same account number is on two employees No verified bank account Warning The person will be left out of the bank file; pay them another way Unapproved overtime Warning Overtime still waits for a decision and is not in this run Pay moved a lot Warning Net pay moved more than the variance threshold Errors block locking (\"Fix the errors below, generate the run again, then lock it.\"). Warnings only ask you to look. \"All clear\" means nothing was found. Variance against the previous run The Variance tab compares each person's net pay with the previous run of the same kind: Previous , This run and Change . Pay that moved by more than the threshold (10 percent unless your organization changed it) is marked. People shown as New were not in the previous run; Left were in it but not in this one. On the first run you see \"No earlier run to compare with\". Payslips Payslips are PDF files made from the final figures, so the tab says \"Lock the run first\" until the run is locked or disbursed. 1. Click Make payslips (N) . They are made in the background (\"They appear here as they finish\"). 2. Each row shows Ready or Sent with a version number, \"Not made yet\", or the reason a payslip could not be made. 3. Click Send payslips (N) to tell employees their payslip is ready, in the app and by email if their notification settings allow it. 4. Click Download on a row to open one payslip. Each payslip is also filed in the employee's documents. If a run is corrected and the figures change, the next version is issued and the earlier one is kept. Your organization can lock payslip PDFs with a password (none by default): the last characters of the employee ID or of an ID document, or the employee's own payslip PIN. When the rule is on and the employee has nothing to make the password from, no payslip is made for them. Only people allowed to see compensation can open someone else's payslip, and every download is logged. Bank file and reconciliation The Bank file tab also needs a locked or disbursed run. 1. Choose a file format (for example Generic CSV or Generic Excel , plus any bank formats your country pack offers) and click Make bank file . 2. The file appears with Format , Status , People , Left out and Total . Click Download and upload it to your bank's portal. 3. After sending it, click Mark as sent (status Sent to bank ). A file not yet sent can be cancelled. People without a verified bank account, with nothing to pay, or paid in another currency are left out of the file. The cards above the list show Run total , Bank file , Left out of the file and either Matched to the cent or Difference . Pay the people left out another way. Example scenario Padma Net Support runs October 2026 payroll. Ayesha (HR) creates \"Salary — October 2026\" and generates it. Validate shows an error \"Basic pay is zero\" ",{"slug":321,"title":322,"group":303,"text":832},"Payroll setup Prepare everything a payroll run needs: salary templates and structures, bonus rules, loans, adjustments, tax slabs, provident fund, employees' tax declarations, pay calendars and, if you use it, a formula-based payroll engine. Contents: Who can use it · Menu · Salary templates · Salary structures · Bonuses · Adjustments · Loans · Tax · Provident fund · Tax declarations · Pay calendars · Payroll settings · Order · Example · FAQ Who can use it Staff with the payroll permissions for each item. Pay figures are also protected by field security: see Employees. Where: HR → Payroll . Salary structures. The Payroll menu Item Purpose Payroll runs The monthly run. See Payroll runs and payslips Salary structures One pay setup per employee Bonuses Bonus rules (Eid, Puja and others) Adjustments Manual plus or minus entries Loans Loans and advances Tax Tax slabs Provident fund PF rules Salary templates Reusable formula sets Tax declarations Review employees' tax declarations and proofs Pay calendars Cut-off, pay day and part-month rules per pay group Payroll settings Components, slab tables, pay groups and engine settings Salary templates A template is a formula set. Assigning it to an employee creates their salary structure. 1. Click New template . 2. Name it, set the Standard working days , and define the parts: basic, House Rent , Medical , Conveyance , Mobile , Other . 3. Save. Mark one as Default if new employees should get it automatically. Salary structures A salary structure is one employee's copy of a template. Revisions take effect from a date, so history is kept. 1. Click New Salary Structure . 2. Choose the employee and Salary Template , and enter the Gross Salary (month). Allowances such as house rent, medical, conveyance, mobile and other are shown or entered. 3. Save. To raise pay later use Revise (effective-dated) , set the date and click Save revision . The list shows Template , Gross \u002F mo and Basic . An employee with no active salary structure for the period is not paid in a run. The same structure is on the employee's profile, in the Salary tab: the current revision with its breakdown, and the Earlier revisions below it. The tab shows to staff who can view salary structures. Bonuses Bonuses holds rules that you define once and attach to a run. 1. Click New bonus rule . 2. Enter a name (for example \"Eid bonus\"), Bonus type ( Percentage or fixed), what the percentage is based on (for example Gross Salary ), an optional Max limit , and the Bonus date . 3. Save. The rule is paid when a payroll run is set to Salary + festival bonus or Bonus only for that month. Adjustments Adjustments records every manual plus or minus applied to an employee's pay for a month, with who added it and why (for example \"Attendance correction\"). Click Add Adjustment . Loans Loans & Advances tracks money lent to staff. Installments are deducted automatically in each run. 1. Click New loan \u002F advance . 2. Choose the employee, Loan Type ( Short Term or Long Term ), amount, Installment Months , Interest Rate (optional, a yearly rate) and Start Date . Interest Amount and Monthly deduction are worked out: simple interest = amount × rate × months ÷ 12, instalment = (amount + interest) ÷ months. Example: 12,000 over 6 months at 0 % is 2,000 a month; at 5 % the interest is 300 and the instalment 2,050. 3. Open a row to see Remaining . A run deducts the instalment from the month the loan starts (never more than what is left); the repayment is booked when the run is disbursed . Tax Tax shows the income tax slabs (TDS) used to compute tax on projected annual taxable income. Click Create Tax Slab and enter Min Income , Max Income and Rate (%) . Keep the slabs in line with the current government schedule. Rates supplied in country templates are starting points, not legal advice. Provident fund Provident fund defines the fund rules: Employee Rate and Employer Rate accrue monthly, with vesting. Click Create PF Settings to set them. Tax declarations Employees declare their tax-saving investments and exemptions for the tax year, choose a tax regime and attach proofs. They do this themselves from the Tax declaration tile in My HR (see Employee self-service). Payroll reviews them here. Regimes and categories come from your country pack. Where: HR → Payroll → Tax declarations . You need the tax declaration permissions: list to see them, approve to decide and verify proofs. The list shows Employee , Tax year , Regime , Declared , Verified , Status and Submitted . Filter by status with Any status . Status Meaning Draft The employee has started but not submitted Waiting for a decision Submitted; needs approval Approved Accepted. Amounts that need a proof count once the proof is verified Rejected Sent back to the employee Withdrawn The employee withdrew it to make changes Review a declaration 1. Click Open on a row. The drawer shows Declared , Verified , Tax for the year and Tax per remaining month . 2. For each category whose proof shows Proof to check , open the file, enter the Amount to count and click Verify . To refuse it, fill in \"Why is the proof rejected?\" and click Reject . 3. For a declaration that is Waiting for a decision , add a Note for the employee and click Approve or Reject (rejecting needs a note). If your organization uses an approval flow for tax declarations, the drawer says \"This declaration is decided in the approvals inbox\" instead. A declaration marked Late was submitted after a payroll run of that tax year was locked. It takes effect from the next run; months already paid are not reopened. If a proof is rejected after tax was already reduced, the drawer shows the amount the next run takes back. Pay calendars A pay calendar sets, per pay group, when inputs close, the pay day, what happens when the pay day is a day off, and how a part month is worked out. Where: HR → Payroll → Pay calendars . You need the pay calendar permissions (create to add, update to edit or delete). 1. Click Add a calendar .",{"slug":462,"title":463,"group":303,"text":834},"Performance Run performance reviews: build the review form, launch a review cycle for a group of people, let employees and managers write their parts, then release the results for employees to sign off. Also in Performance: goals and OKRs, 360 feedback, feedback, one-on-ones, check-ins, development plans, skills and improvement plans are in Goals, feedback and development. To add 360 feedback to a cycle, switch it on when you create the cycle. Contents: Who can use it · Menu · Templates and scales · Review cycles · Writing a review · Release and sign-off · Statuses · Example · FAQ Who can use it - My reviews and Team reviews : anyone whose login is linked to an employee record. No extra permission is needed; you only see your own reviews and the ones you write as a manager. - Review templates : staff with the Performance template permissions (List, Create, Update, Delete). - Review cycles : staff with the Performance cycle permissions (List, Show, Create, Update, Launch, Close). - All reviews and the HR actions on a review: staff with the Performance review permissions (List, Show, Update, Submit, Release). Where: HR → Engagement → Reviews & goals (called Performance before). Your own reviews are in HR → Me → My HR . The Performance menu Menu item Purpose My reviews Your own reviews. A result appears only once HR releases it Team reviews The reviews you write as a manager All reviews Every review in the workspace, for HR Review cycles Set up, launch, follow and close review periods Review templates The review forms and the Rating scales they use Goals, Feedback, One-on-ones, Check-ins, Improvement plans, Competencies, Analytics See Goals, feedback and development Review templates and rating scales A template is the form a cycle uses: sections of questions answered on a rating scale. Rating scales. On Review templates , click Rating scales . A new workspace already has a 1 to 5 scale. Click New scale , enter a Name , the Lowest step and Highest step (up to 10), a label for each step (for example \"Meets expectations\") and optionally Use as the default scale . A scale that a template uses cannot be deleted. Build a template 1. Click New template . Enter a Name and optional Description . 2. Pick the Rating scale . Leave Employees write a self review first on if employees should rate themselves. 3. Under Sections , give the first section a Section title and a Weight (how much it counts in the overall rating). Use Add section for more. 4. In each section click Add question , write the Question and choose its Type : - Rating : answered on the scale, with an optional comment. - Free text : a written answer. - KPI : a number, filled automatically or by the manager (see below). 5. For Rating and Free text questions set Answered by : Employee and manager , or Manager only (not asked in the self review). Turn Required off for optional questions. 6. Use the arrows to reorder, then Save . KPI questions. Choose a Source and a Metric , and optionally a Target (shown next to the result): - Call center, tickets and QA metrics : the same numbers the call center boards and agent reports show, for the review period. - Sales targets : Deal value won , Deals won , Calls made or New leads , against the person's own sales targets in that period. - Entered by the manager : the manager types the number; you can set a Unit . Only sources your workspace has data for are offered. A missing number shows as Not available , never as zero. KPI questions are always answered on the manager side, and the numbers are frozen when the manager hands the review in. Overall rating: each section is the weighted average of its rating questions, and the overall rating is the weighted average of the sections. Review cycles Create a cycle 1. Open Review cycles and click New cycle . 2. Enter a Name , choose the Type ( Annual , Half-yearly , Quarterly or Project ), Period starts and Period ends . 3. Choose the Review form (an active template). 4. Under Who takes part , narrow by Branch , Department and Worker type . Leave them empty for Everyone active . 5. Leave Start with a self review by the employee on or off, and set Self review due and Manager review due . 6. Click Save . Nothing is sent yet; the cycle is a Draft . Check and launch 1. Open the draft. Participants shows how many active employees match, and warns about people with no manager (HR can assign a reviewer after launch) and people with no sign-in (they cannot write a self review). 2. Click Edit to adjust, or Delete to drop the draft. 3. Click Launch and confirm. One review is created per participant, with their current manager as reviewer, and the first people are notified. The form and the group can no longer change. While it runs the cycle page shows a count per status and every review. HR can: - Remind late reviews : send a reminder to whoever each open review is waiting on. 9bx also reminds late reviews by itself every few days. - Follow manager changes : move reviews still being written to each person's current manager. - Export results : download the results as a CSV file. - Release N result(s) : release every handed-in review at once. - Close cycle : nobody can write any more. Handed-in reviews can still be released and signed off. Reviews of people who leave during the cycle are cancelled automatically. Writing a review 1. Open My reviews (self review) or Team reviews (manager review) and click the review. A note at the top tells you when it is your turn. 2. Pick a rating for each rating question and add comments. Text questions need a written answer. 3. Managers also fill in manual KPI values and a Manager summary for the employee. 4. Click Save draft to continue later, or Hand in when done. Required questions must be answered first. After the self review is handed in, the manager is notified and can read it. The employee does not see the manager's side until HR releases the result. HR on an open review can Send reminder , Change reviewer (what was already writte",{"slug":378,"title":379,"group":303,"text":836},"Privacy Answer people's data requests on time, record consent and set how long employee data is kept. Who can use it Staff with the data-request, consent and privacy-settings permissions, usually HR and your data protection officer. Where: HR → Privacy : Data subject requests , Consent records , Privacy settings . Requests with their due dates. Privacy settings (do this first) Field Meaning Privacy law The law you answer under. It sets the due date of every new request (the statutory window is shown) Your own response window (days) Optional. Used only when it is stricter than the law Data protection officer , DPO email Who handles privacy Retention Months to keep each category after employment ends. Categories marked Legal record (such as payroll) are kept regardless. Field change history and data export files are also deleted once they pass their retention period (history of a person under legal hold is kept) Click save when done. Defaults are shown beside each category. Data subject requests A person can ask to see or export their data, correct it, erase it or restrict its use. 1. Click Log request . 2. Choose the employee or enter the person's name and email. Set Received on (record it the day it arrives, because the deadline counts from then) and describe What was asked . 3. Open the request and click Start . 4. Act on it: - Generate export builds a ZIP of everything HRM holds about the person. It is prepared in the background; refresh in a moment. Links work for a short time. Generate again if it has expired. - Erase personal data ( Erase permanently ) anonymizes names, identity numbers, contact, bank and medical data and photos. The employee must be inactive and not under legal hold. Payroll and legal records are kept for their required period. - Extend the deadline is allowed once for a complex request, where the law permits. 5. Finish with Complete request (note how it was answered), Reject request (the person must be told why) or Cancel request (withdrawn or logged by mistake). Requests past their due date show Overdue . Legal hold and restriction On an employee's History & privacy tab, Place hold keeps the data and blocks erasure while a case is open (state the reason, for example \"Labour court case 2026\u002F114\"). Release lifts it. A Processing restriction is set when a restriction request completes; Lift removes it. Consent records Consent records shows who agreed to what, when and how, and when they withdrew. 1. Click Record consent . 2. Select the employee and the purpose (pick a common purpose or type a key such as newsletter 2026 ). 3. Choose the decision ( Granted or Withdrawn ), the Policy version and a note on where the signed form is kept. 4. Use Withdraw on an existing record to log a withdrawal. Keep the evidence. Example scenario A former Padma Net Support technician emails asking for all his data. HR logs the request with the date received. The due date follows the chosen law. HR clicks Start , then Generate export , sends the ZIP, and completes the request with a note. Tips - Log requests the day they arrive. - Set retention before you need it. - Check for a legal hold before any erasure. Troubleshooting and FAQ Erase is disabled. The employee is still active, or is under legal hold. The export link does not open. It expired. Click Generate again . Overdue request. Answer as soon as possible. Extension is allowed only once. Related pages Employees · Hiring",{"slug":423,"title":424,"group":303,"text":838},"Recognition, polls, events and the company feed Let colleagues thank each other with kudos that earn points, ask a quick question with a poll, keep a company calendar with birthdays and anniversaries, and share news in one feed where people comment and react. Contents: Who can use it · Screens · Kudos · Polls · Events · The feed · Moderation · Settings · Example · FAQ Who can use it - Employees take part with no permission, as long as their login is linked to an active employee record: they give kudos, vote, answer events, read the feed, comment and react. - HR needs, in the Roles screen, the Engagement permissions: Kudos (List, Create), Polls (List, Create, Vote), Events (List, Create, Update, Delete), Feed (List, Create, Moderate) and Settings (List, Update). Roles that already write announcements receive the first four groups automatically; roles that publish announcements also receive Moderate and Settings. Where: HR's screens are in HR → Culture in the classic menu, and in the Engagement group of the new menu: Company feed , Moderation , Recognition (with a Settings tab), Polls and Events . Employees open the same things from HR → Self service : Give kudos , Polls , Events calendar and Company feed . The screens Screen Where Purpose Company feed Self service and Culture News posts, announcements for you and public kudos in one timeline Give kudos Self service Thank one or more colleagues; see what you gave and received Recognition Culture Every kudos (private and removed too), top received, top givers, values; give a company award Polls Self service (vote) and Culture (manage) Open polls and results; create, close and reopen polls Events calendar Self service and Culture Events for you with Going, Maybe, No; birthdays and anniversaries Moderation Culture Reported posts and comments Recognition → Settings tab Culture Points per kudos, monthly limit, company values, who may post Kudos 1. Click Give kudos . 2. Choose up to 10 colleagues (not yourself) and write a Message . 3. Optionally pick a Company value such as Teamwork, and untick Show in the company feed to keep it between you, the person and HR. 4. Click Send . Each person recognised is notified (the message itself is not in the notice) and earns the set number of points on the gamification ledger, so kudos count towards levels, badges and boards just like other points. Kudos sent together appear as one entry in the feed. You can give a limited number each calendar month; the form shows how many you have left. HR awards: in Recognition , click Company award to recognise someone from the company, with your own points (including none). Badges: on the Settings tab of Recognition , click Add starter badges to create Appreciated (5 kudos received), Team favourite (25), Culture hero (100) and Generous (10 given). Existing badges are never changed. Removing kudos: a moderator can remove a kudos with a reason. It disappears from the feed and its points are taken back. The record stays in HR's list under Removed . Polls 1. In Polls , click New poll . 2. Enter the Question and 2 to 10 Options (duplicates are ignored). 3. Choose One answer or Several answers , turn on Anonymous if nobody should see who voted for what, and set when results are shown: After voting (default), After the poll closes or HR only . 4. Optionally set Closes on , and choose the audience (empty means everyone). 5. Click Create . The audience is notified. People vote from their Polls page and can change their vote while the poll is open. HR sees counts, percentages and turnout (voters out of people invited); for a poll that is not anonymous HR also sees who chose what. In an anonymous poll nobody, HR included, can see who voted for what. Once the first vote is in, the options, the answer type and anonymity are locked; you can still correct the wording, the close date and the results setting. Close ends a poll now; Reopen opens it again; Delete removes it. Events and the calendar 1. In Events , click New event . 2. Enter a Title , Starts (and Ends ), and optionally All day , Location , a Link (for an online meeting), Details and a Type (Company, Celebration, Training, Social, Holiday, Other). 3. For a regular event choose Repeats weekly, monthly or yearly, with an optional Repeat until date. 4. Choose the audience and click Save . The audience is notified once. The Events calendar shows, for any window of up to two months, the events addressed to you, the birthdays and work anniversaries of colleagues, and your own answer. A person who turned off \"show my birthday\" in their own settings is left out of birthdays. Click an event and choose Going , Maybe or No ; HR sees the counts and who answered. The company feed The feed has three kinds of entries, newest first, with pinned ones on top: news posts , announcements addressed to you (written in Announcements) and public kudos . Scroll down to load older entries. - Post news: HR opens Company feed in the Culture group (Engagement in the new menu), writes in the box at the top (\"Write a post from the HR team…\") and clicks Post . There is no separate New post button. By default only HR posts; turn on Employees can post in the feed on the Settings tab of Recognition to let everyone share. You can edit or delete your own posts. - Comment and react: on any entry, write a comment or pick a reaction (Like, Celebrate, Love, Insightful, Support). Picking the same reaction again takes it back. Comments are closed on an announcement whose Lock comments option is on, and on a post HR locked. - Report: use Report on a post or comment you think does not belong. Moderation In Moderation , HR sees the open reports with the text and who reported it. For each, Remove (with a reason) takes the post or comment out of every feed and closes its reports, or Dismiss closes the report and keeps the content. HR can also Pin a post, Lock comments on it, and remove any post, comment or kudos from the feed itself. Everything removed stays on record wi",{"slug":474,"title":475,"group":303,"text":840},"HR report builder and dashboards Build your own people reports from HR data, save and share them, email them on a schedule, and see the company or your team on role-based dashboards. Contents: Who can use it · HR data you can report on · Build a report · Privacy rules · Save, share and schedule · HR dashboards · Team dashboard · Example · FAQ Who can use it You want to You need Open the HR data in the report builder Access to HR report building, plus access to the data itself (for example the employee list for People ) Report on pay Also access to compensation data Save, change or delete a report built on HR data The matching HR report building right (create, update, delete) See or change the HR dashboards Access to HR dashboards (see) or to change them (update) See your team dashboard Be an employee with people reporting to you Each dataset shows only if you hold its own access, so two people can see different lists of data. Where: the report builder is under Reports → Report builder , the same page you use for calls and quality scores. HR dashboards are under HR → HR dashboards , and the team dashboard under HR → My team → Team dashboard . HR data you can report on Pick one in What do you want to report on? Data One row is Counted by Good for People A person Joining date Headcount, service, worker type, department, branch Leavers A person who left Last day Turnover, retention, how long people stayed Headcount trend A day of headcount Day Headcount over time by department, branch, entity, worker type Attendance A person and a day Day Present, absent, late, overtime, hours worked Leave A leave request Day leave starts Requests and days by type and status Payroll lines A person and a payroll month Payroll month Gross, net, tax, deductions, employer contribution, total cost (approved runs only) Hiring A job application Day it came in Pipeline by opening, stage and source, hire rate, days to hire Expense claims A claim sent in Day submitted Claims and amounts by status, currency, department Performance reviews A person in a review cycle Cycle start Completion and average rating by cycle and department Goals A goal of a person Due date Progress, completed and at-risk goals Most people data can be grouped by Employee , Department , Designation , Legal entity , Branch , Worker type , Gender , Length of service and Age band . Build a report 1. Open Reports → Report builder and click New report . 2. In What do you want to report on? choose a data set, for example People . 3. Under Show or group by pick how to split it (for example Department ). Under Figures pick what to count (for example People ). With no figures, the report lists one row per record. 4. Set the Period and any Filters (for example Worker type is one of Full-time ). 5. Watch the Live preview . Switch the chart between Table , Bars , Lines and Pie . 6. Click Export for CSV, Excel or PDF. A large file is prepared in the background and you are notified when it is ready. Reports that list one row per record cover at most 92 days; reports with figures cover up to a year. Privacy rules - Small groups are hidden. A group of fewer people than the minimum size (5 by default) shows nothing in the preview, the file or the email. Slice a report finely and groups disappear: that is on purpose. A total that is itself below the minimum is hidden too. - Sensitive fields follow your access. Date of birth and Age band need access to identity data. Basic salary , Average basic salary , Total basic salary and all of Payroll lines need access to compensation data. Without that access the fields are simply not offered. - You see only the people you may see. Branch access and your own role limit every report, and a scheduled email is built for each recipient on their own access. A recipient without access to the data does not receive it. - Candidates are anonymous. The Hiring data has counts only, never names or contacts. - Amounts in Expense claims are in each claim's own currency. Group or filter by Currency before adding them up. Save, share and schedule 1. Click Save , give the report a name and choose Who can open it : Only me , A team or Everyone . 2. Click Schedule to email the saved report: how often, at what time, covering which period, and who receives it (people or outside addresses). 3. Others who may open the data can Make a copy of a shared report; only its maker changes or deletes it. Saving, changing and deleting a report on HR data need the matching HR right. Without it the buttons are not available, but you can still open and run reports shared with you. HR dashboards HR keeps four dashboard presets: CEO , CHRO , HR and Head \u002F Manager . Dashboard Shows CEO Headcount trend, turnover, payroll cost, hiring, performance, today's attendance and leave CHRO Headcount trend, turnover and tenure, hiring, performance, attendance, leave, contracts ending HR People, headcount trend, turnover, attendance, leave, joiners, birthdays, contracts ending Head \u002F Manager The manager's team: attendance, leave, performance, workload People get the dashboard that fits them (for example, a CEO designation gets CEO ) and see it among their dashboards on the home page. In HR → HR dashboards : 1. Open a dashboard to see its widgets and who gets it. 2. Add, remove and reorder widgets, set each widget's width and its scope ( Own , Team , Branch or Whole company ), and choose who gets it by role, department, designation or managers. 3. Click Save , or Reset to return to the shipped layout. Turn a dashboard off to hide it. The new widgets are: Widget Shows Headcount trend Average headcount and joiners for each of the last 12 months, and the change Turnover Leavers, turnover and retention rate, how long leavers stayed, people who left within a year, length of service of everyone active, departments people left from Hiring pipeline Open jobs, applications received, still in the process, hired, rejected, average days to hire, sources Performance progress Reviews finis",{"slug":471,"title":472,"group":303,"text":842},"HR reports Ready-made people, time, cost, payroll and compliance reports. Filter them, download them as CSV, Excel or PDF, or have them emailed on a schedule. Contents: Who can use it · The catalogue · Filters · Step-by-step · Privacy rules · Example · FAQ Who can use it Staff with the HR reports permissions (list and show to open the catalogue, export to download). Each report also needs its own permission, so the catalogue shows only the reports you may open: Report Also needs Headcount, New joiners and leavers Headcount report permission Attrition Attrition report permission Absenteeism, Leave liability Absenteeism report permission Payroll cost Payroll cost report permission and access to compensation data Diversity Diversity report permission Attendance Attendance summary permission Contracts Contracts list permission Payroll register, Payroll summary Permission to open payroll runs Bank file reconciliation Permission to list bank files (payout batches) Utilization, Project hours Timesheets or projects list permission Downloads need the report's export permission. Emailing a report on a schedule needs the report schedule permission. Where: HR → HR reports , or the HR reports card in the main Reports hub (people area). The catalogue The Reports page groups reports by what they are about. Each card shows the title, a short description and how many columns you will see. Click a card or Open . Group Report What it shows People Headcount Active people by group, today or as of a past day People Attrition Leavers against the average headcount: headcount at start and end, leavers, attrition rate People New joiners and leavers Each person who joined or left in the period, with dates Time and attendance Attendance Per person: present, absent, leave, late, short leave, working hours, attendance rate Time and attendance Absenteeism Absent days against days due, with leave days and the absenteeism rate Time and attendance Leave liability Unused paid leave in days and money Time and attendance Utilization Hours logged in approved timesheets, billable share and use of capacity Time and attendance Project hours Hours, billable hours, budget used and billable amount per project Contracts Contracts Contracts by status and end date, with days left Cost Payroll cost Gross pay, employer contribution, net pay and total cost Compliance Diversity Active people by gender, age band and length of service Payroll Payroll register Every person paid in the period, run by run Payroll Payroll summary One line per payroll run: people paid, pay, deductions, net Payroll Bank file reconciliation Run total against bank file total, with people left out Filters Each report shows only the filters it uses. Reset clears them. Filter Meaning Group by Department (default), Legal entity , Branch or Worker type Legal entity , Branch , Department , Worker type Narrow to one; All by default Status Contracts: contract status (active by default). Payroll cost: Approved and later runs (default) or Every run, drafts included As of Headcount and Leave liability: the day to report on From \u002F To The period for the other reports Headline figures (for example Active people ) appear above the table. Step-by-step Run and download a report 1. Open HR reports and click a report. 2. Set the filters. The table updates. 3. Click CSV , Excel or PDF . A large file is prepared in the background (\"This report has N lines, so it is being prepared\") and you are notified when it is ready. 4. Click All reports to go back. Email it on a schedule 1. On the report, click Schedule . 2. In Schedule this report , set How often ( Every day , Every week or Every month ), Send at , the day where asked, and Covering (for example Last month ). 3. Choose who to Send to and click Schedule . The schedule keeps your filter choices but not the dates; Covering decides the period each time. Privacy rules - Pay figures are compensation data. Columns such as Liability , contract Rate , and the pay columns of the payroll reports are left out for anyone without access to compensation. See Privacy and Employees. - Payroll cost does not open at all without compensation access, and it can never be scheduled for email. - Diversity is aggregate only. A group smaller than 5 people shows no count. If only one group would be hidden, the next smallest is hidden too, so the hidden one cannot be worked out from the total. People who gave no value count as \"Not stated\". - Reports follow your branch access: you see only people you are allowed to see. Example scenario Padma Net Support's HR head, Shirin, prepares the quarterly board pack. She opens Headcount grouped by Branch as of 30 September, then Attrition for July to September. Karim (Finance) runs Payroll cost for the quarter with Approved and later runs . Shirin schedules Absenteeism for Every month , covering Last month , to the three branch managers. Tips - Use Group by instead of running the same report once per department. - Use As of to compare headcount with an earlier date. - Download PDF for sharing and Excel for further analysis. Troubleshooting and FAQ The catalogue says \"No reports available\". You have no report permissions yet. Ask an administrator. A report I expected is missing. You lack its own permission, or (for Payroll cost) access to compensation data. There are no download buttons. You lack that report's export permission. There is no Schedule button. Your plan does not include advanced reports, you lack the schedule permission, or the report is Payroll cost. Diversity shows dashes for some groups. Those groups are below the minimum size and are hidden on purpose. Related pages HR report builder and dashboards · Attendance · Leave · Payroll runs and payslips · Employees · Privacy · Access control",{"slug":408,"title":409,"group":303,"text":844},"Salary bands and raise cycles Set the pay range of every grade, see where each person sits in it, and run a yearly raise round where managers propose raises and approvers sign them off. Contents: Who can use it · Salary bands · Band check · Raise cycles · Manager worksheet · Approval and applying · Raise letters · FAQ Who can use it Everything is on every plan. Each part has its own permissions on the Roles screen: Salary bands (List, Create, Update, Delete), Raise cycles (List, Create, Update, Delete, Apply) and Raise worksheets (List, Update, Submit). Anything that shows what people are paid also needs View Compensation under employee field permissions, so a manager needs it to open a worksheet. Where: HR → Compensation (bands, band check, raise cycles, worksheets). Salary bands A band is the monthly pay range of a grade: Minimum , Mid point and Maximum , in one currency, from a start date. 1. Open Salary bands and click New band . 2. Choose the Grade , the Currency , the three amounts and Effective from . Leave the mid point empty to use the middle of the range. 3. To make a band apply to one place only, choose a Branch or a Country . With neither it applies everywhere. The most specific band wins: branch first, then country, then the general one. 4. Click Save . Adding a new open-ended band for the same grade, place and currency ends the previous one the day before. Dates that would overlap another band are refused. On an employee's Compensation tab each pay period shows the Compa-ratio (pay divided by the mid point) and the Range position (how far through the range the pay is), with Below band , In band or Above band . Yearly pay is compared as a twelfth. Other rates are not checked. The band check Band check on the Salary bands page decides what happens when someone records pay outside the band: Setting What happens Off Nothing is checked Warn (default) The change is saved and a warning is shown Block The change is refused until the amount is inside the band Even with Block , a change that moves pay toward the range from the side it was already on (a raise for someone below the minimum) is allowed. Check an amount answers \"where would this pay sit\" for a grade and a place, for example before you make an offer. Raise cycles 1. Open Raise cycles and click New cycle . 2. Fill in the Name , Effective date of the raises, Currency , Budget % (the raise pool as a share of each team's monthly pay) and, if you like, Joined on or before to leave out recent joiners. 3. Choose a Performance cycle if you want guidelines to read ratings from it. Without one, each person's newest finished review is used. 4. Add Guidelines : rows with an optional rating range, an optional compa-ratio range and the suggested Min % and Max % . The first row that fits a person is used, so put specific rows first. 5. Click Open cycle . A worksheet is made for every manager. People with no manager go to one worksheet that HR fills in. Only active people with monthly pay in the cycle currency are included. Everyone left out is listed with the reason, for example \"No pay on record\". A cycle can be edited and deleted until it is opened; after that only the name and notes change. Close cycle stops further edits. The cycle page shows progress: worksheets by status, people, raises proposed, total increase and percentage, the budget, and how many raises are outside the band or the guideline. The manager worksheet A manager sees only their own team's worksheet; HR sees all of them. For each person it shows current pay, rating, compa-ratio, the suggested range and the budget left. 1. Type a Raise % or a New amount for each person you want to raise. Leave it empty for no raise. 2. Optionally choose a New grade if the raise comes with a promotion. 3. Add a Comment . It is required when a raise is outside the guideline or leaves pay outside the band. 4. Click Save , then Send for approval . Raises can never lower pay. With the band check on Block , a raise that ends above the band maximum is refused. A raise above the manager's budget is allowed but is marked Over budget , and the approval flow can add a step for it. Approval and applying A sent worksheet goes through an approval flow for Raise proposals . Approvers decide it in the Approval inbox. Their flow can react to the total raise %, being over budget, raises outside the band or guideline, and promotions. Withdraw pulls a waiting worksheet back so you can change it. A rejected worksheet comes back to the manager to edit and send again. If no flow exists, someone with the Apply permission approves the worksheet when sending it; everyone else is asked to have HR add a flow. When nothing is waiting any more, HR clicks Apply raises . Each approved raise is written to the person's pay history on the effective date, and a promotion also changes their grade. A raise dated in the future waits and starts on its day. A raise dated inside a locked payroll month shows Needs retro ; settle it in payroll under Retro pay . A person whose pay changed after the cycle opened, or who has left, is marked Failed with the reason; the others are still applied. Fix it and click Apply raises again: only failed people are retried and nobody is paid twice. Raise letters Once a raise has been applied and its date has come, click Raise letter on the person. It uses your published Increment letter template and can be filed in the document vault or emailed. For many people at once, use bulk letters with the same template. Troubleshooting and FAQ \"Nobody is eligible\" means no active person has monthly pay in the cycle currency. I cannot send my worksheet. Add a comment to raises marked outside the guideline or band, and propose at least one raise. Why does a person show no band? The grade has no band for that currency, place and date, or the band check is Off . Can I change a cycle's budget after opening? No. Delete is not possible either; close it and start a new one.",{"slug":399,"title":400,"group":303,"text":846},"Employee self-service What an employee can do for themselves in the web app. Contents: Who can use it · My HR · My profile · Pay history · Tax declaration · My team · On the web · Approvers · Example · FAQ Who can use it Any employee whose login is linked to an employee record. If you see \"Your account is not linked to an employee\", ask HR to link it. My HR, My profile and Pay history need no permission: everyone sees their own data. My HR My HR is one page for everything about you: your profile, time and leave, requests and approvals, and (for managers) your team. Where: HR → Self service → My HR . The Self service group also holds My documents , My letters , My timesheet , My announcements and My resignation . It shows only to people with an employee record. The top card shows your name, designation, department, branch, ID, joining date, who you report to and an In probation tag if it applies. Three counters open their page: Counter What it counts Opens Waiting for you Requests waiting for your decision Approval inbox My open requests Your requests still pending Approval requests Documents to look at Your documents that were rejected or expire within 60 days My documents Below are tiles in groups. You only see the tiles your role can open, so some may be missing. A number on a tile means something is waiting. Group Tile Opens Count on tile About me My profile Your employee profile Your pending change requests My documents Your IDs, certificates and contracts Documents to look at My letters Request and download letters Pay history Your payslips and pay periods Tax declaration Your income tax declaration Time and leave My attendance Clock in and out, see your days Attendance corrections Ask to fix a missed or wrong punch Leave balance Your balance by leave type Leave requests Apply for leave Requests and approvals Approvals inbox Everything waiting for your decision Waiting items Forms and requests Fill in request forms Requests I sent Where each request stands Your open requests My resignation Give notice and follow it (see Offboarding) My team My team (managers only) Your reports Direct reports Org chart Who reports to whom Probation (managers only) Who is in probation If you see \"Your account has no employee profile\", ask HR to link your login to your employee record. HR and admin accounts without an employee profile see \"This page is for employees\" on these personal pages. Where an HR page covers the same area, the menu opens it instead: My expenses opens Expense claims , My travel opens Travel desk , and My reviews opens All reviews . My profile and change requests My profile opens your own employee profile. You can see all of your own details, including bank and ID numbers. Some sections, such as Contact (addresses, emergency contacts), Family , Bank , IDs and Education and work , are not edited directly. Instead: 1. Open the tab and click Request to add , or Edit on an existing row. 2. Fill in the form. It says \"This change is sent for approval and is applied once it is approved.\" 3. Click Send request . The tab then shows Changes waiting for approval , with each request ( Add , Change or Remove ) and its status: Waiting , Approved , Rejected or Withdrawn . Click Withdraw to cancel a waiting request. Nothing changes on your profile until it is approved. HR staff with the \"Approve\" permission for profile change requests decide them in the Approval inbox . Nobody approves their own change: an HR person's own request goes to their manager. Pay history Pay history shows your own Payslips first (month, run, net pay, Download ; the PDF may need the password your organization set), then your pay periods, newest first: the amount and frequency, the dates it applied (to \"now\" for the current one), the reason for the change and a Current tag. The \"Payslip ready\" email opens this page with that payslip marked. You never see anyone else's payslip here. My tax declaration Tax declaration lets you declare investments and exemptions for the tax year. 1. Choose the Tax regime . It decides which categories you can declare. 2. Enter an amount per category. Each shows its yearly limit and whether it Needs a proof . 3. Click Save draft , then Attach proof where needed (save first). 4. Click Submit . The status becomes Waiting for a decision . Click Withdraw to change it. The right-hand card, Your tax so far and ahead , projects the year's tax. It is an estimate; payroll works out the real deduction. If you declare after a payroll run of the year was locked, the declaration applies from the next run. HR reviews declarations under HR → Payroll → Tax declarations ; see Payroll setup. My team (managers) My team lists the people who report to you with today's status: Present , Late , Absent , Half day , On leave or No punch yet . Switch between Direct reports and Whole chain , and search by name or ID. Click a person to open their profile if your role allows it. It is open to people with direct reports, and to roles given the \"My team\" List permission (for example HR business partners). You only see people inside your data scope. What you can do on the web Task Where Guide Apply for leave and view requests HRM → Leaves → Leave applications → Apply for Leave Leave Check leave balance and history View my balance Leave Apply for short leave Apply for Short Leave Leave Claim compensatory leave Apply for compensatory leave Leave Ask for a shift change New request in Shift change requests Shift change requests See your attendance and shift Attendances and All employee shifts Attendance Swap a shift, claim an open shift, set availability Shift swaps , Open shifts , Availability Shifts See who in your team is away Leave calendar Leave Cash out unused leave Leave encashment Leave Pick optional holidays View my balance Leave Download your payslip After your payroll run is locked or paid Payroll runs Respond to a job offer The link in the offer email (new hires) Hiring You always see your own data, including pay and",{"slug":330,"title":331,"group":303,"text":848},"Shift change requests Let employees ask to change their shift for a day, or let managers override it, with approval. Who can use it Staff with the shift change request permission. Both employee requests and manager overrides require approval from the next level up. Where: HR → Shifts → Shift change requests . Requests, pending first. The screen The list shows requests with pending ones first, then resolved ones. Button \u002F control What it does New request Opens New shift change request Approve \u002F Review Opens Review request with the shift times, status and an Add a note field Reject Opens Reject shift change request Delete Removes a request after you confirm Step-by-step Raise a request 1. Click New request . 2. Select the employee and the request date. 3. Choose From shift and the shift you want to move to. 4. Explain \"Why do you need this change?\" and click Submit request . Approve or reject 1. Open the request. 2. Review the times. Add a note if useful. 3. Approve, or reject with a reason. The employee is notified. Change one person's shift for a day from the grid 1. Open HR → Shifts → All employees shifts . It opens on the current week. 2. Click the person's day. The details panel opens below the grid. 3. Click Change shift . A custom shift form opens with the person and the day already filled in. 4. Set the start and end time, add a reason and save. The grid shows the custom shift on that day. Change shift shows only to people who may create custom shifts. The times you enter are kept exactly as entered, in the branch's own time. Example scenario Sumi has a family event on Thursday. She requests a move from the Morning to the Evening shift. Her team lead approves it with the note \"OK, Tanvir covers the morning\". Thursday's roster changes for that day only. Tips - Raise requests before the day. Past-dated changes may affect attendance already generated. - For permanent changes, use a shift assignment instead. Troubleshooting and FAQ I cannot approve my own request. Approval comes from the next level up by design. Approved, but attendance still shows the old shift. Regenerate attendance for that date. Related pages Shifts and schedules · Attendance",{"slug":309,"title":310,"group":303,"text":850},"Shifts and schedules Define working hours, assign them to people, rotate them, override a single day, plan the roster on a board, fill open shifts, swap shifts and record availability. Contents: Who can use it · Menu · Shift types · Work schedules · Assignments · Rotations · Overrides · All employee shifts · Roster board · Open shifts · Shift swaps · Availability · Example · FAQ Who can use it Staff with the shift permissions: shifts, work schedules, rotations, overrides, and the all-employees view. The roster board, open shifts, shift swaps and availability have their own permissions in the Roles screen (List, Edit, Publish, Create, Claim, Request, Approve), described in each section below. People without an Approve permission only see their own rows. Where: HR → Shifts . Shift types and the roster. The Shifts menu Menu item Purpose All employee shifts Who works which shift, every day Shift types Shift templates, plus Assignments and the weekly Roster Work schedules The weekly pattern, including the week start day Shift change requests See Shift change requests Shift rotations Repeating shift patterns Employee shift rotations Attach a rotation to employees Shift overrides Change timing for specific people on a specific day Roster board Drag shifts onto people and days, then publish Open shifts Shifts that still need people; staff claim them Shift swaps Trade a shift with a colleague, with approval Availability When someone can, cannot or would like to work Shift types Click New shift templates (shown as New shift template ). Field Meaning Shift name For example \"Morning shift\" Work Schedule The weekly pattern it follows Start time , End time Working hours. Overnight shifts are supported Break (min) Unpaid break length Flexible time (min) Extra minutes people may start late without being marked late Track late and overtime Turn lateness and overtime counting on Color Colour on the roster Effective at The date the shift starts to apply Set as default Used for everyone without their own shift Split shift Turn on \"This shift has several parts\" to work in two or more parts in one day with unpaid time between them. Set each Part 1 starts \u002F Part 1 ends , and Add a part (up to 6) Work schedules New work schedule defines a week (which days are working days) and the Week Start Day . Shifts reference it. Assign a shift 1. On Shift types , open the Assignments tab and click New shift assignments . 2. Choose Employees and Shifts . 3. Set Effective From and, if the change is temporary, Effective To . 4. Click Save Assignment . Shift rotations For crews that rotate (day, evening, night): 1. Open Shift rotations , click New shift rotations . 2. Enter a title. Under details choose the Shift , the Duration Days and the Sequence , then Add detail for each block. 3. Save with Save rotation . It takes effect from the anchor date. 4. Open Employee shift rotations , click New rotation and attach the rotation to employees. Shift overrides Use an override for one-off changes, such as staying late for a network cut-over. 1. Click New Shift Override . 2. Choose Employees , the override date , Start Time and End Time , and an optional reason. 3. Click Create Override . All employee shifts Switch between Week and Month and search by name or ID. Each cell shows whether the day is the organization Default , a Rotation , an assigned custom shift or a Holiday from the person's calendar. Click a day for details. Change shift lets you assign a different shift from there. Roster board Plan who works which shift on which day. Changes stay drafts until you publish them. Permissions: roster List to see the board, Edit to make drafts, Publish to publish or discard them. 1. Open Roster board . Pick the range ( 7 days , 14 days or 28 days ), move with the arrows or This week , and use Search people to narrow the list. 2. In the Shifts card, drag a shift (or Day off ): - onto one day of one person; - onto a person's name to fill the whole range for them; - onto a date heading to fill that day for everyone shown. You can also click a shift to pick it, then click the days. Click it again to stop. 3. Draft cells have a dashed border. Edits save on their own after a moment. 4. Read the things to check card. It warns about Rest (less rest between shifts than your country requires), Unavailable (the person said they cannot work that day) and Outside availability . A ! marks the cell. Warnings never block; you decide. 5. Click Publish (n) to make the drafts the real shifts, or Discard drafts to drop them. Both act on the range on screen. Published days become per-day shifts, so attendance uses them like an override. Split shifts show a Split tag. Open shifts Post a shift that still needs people; staff claim it and a manager confirms. Permissions: open shifts Create to post and cancel, Claim to ask for one, Approve to decide claims. Post an open shift 1. Click Post an open shift . 2. Choose the Shift , the Date (not in the past) and People needed , and add an optional Note . 3. Click Post an open shift . Claim a shift 1. Find a row with status Open and click Claim . 2. Your row shows \"Your claim: Pending\". Click Withdraw to take it back. You cannot claim a day on which you already work a shift, a shift for another branch, a past shift, or one that would leave you less rest than required. Decide claims 1. Click Claims on the row. \" n waiting\" shows how many claims are pending. 2. Click Decide on a claim, add a Note if you like, then Approve or Reject . If an approval flow handles claims, the row says \"Waiting in the approvals inbox\" instead. The first claims approved fill the slots (\" n of m filled\"). When the last slot is taken the shift becomes Filled and other waiting claims close. Cancel an open shift to close it and its waiting claims. Shift swaps An employee offers a shift to a colleague. The colleague accepts, then a manager approves. This is different from a shift change request, which moves one person to another shift. Permissio",{"slug":417,"title":418,"group":303,"text":852},"Signatures Send an issued letter or contract for electronic signature, follow who has signed, and keep a sealed copy with an audit certificate. Contents: Who can use it · The screen · Send for signature · Follow a request · The signer's page · Statuses · Expiry and changed documents · Example · FAQ Who can use it - HR needs the e-signature request permissions in the Roles screen: List and View to see requests, Create to send, Remind to send the link again or correct an email address, and Cancel to stop a request. - Signers need no login and no permission. The personal link in their email is enough. A signer can be an employee or someone outside the company, such as a director or a witness. Where: HR → Documents → Signatures . You can also start from Letters : the Send for signature action on an issued letter opens the same form. The Signatures screen Column \u002F control What it shows or does Search by title, All statuses Filter the list Document The title and the employee it is about. Click it to open the request Signers How many have signed, for example \"1 \u002F 2\", and \"Waiting for Karim Hossain\" Status Waiting, Signed, Declined, Cancelled or Expired Expires , Sent on When the links stop working, and when it was sent Row menu Open , Remind (or Send again when expired), Download signed copy , Cancel request Send a document for signature Only a letter or contract that was already issued can be signed. Issue it first on Letters. 1. Click Send for signature . 2. Choose the Document . The list shows letters and contracts you issued that nobody has signed yet. 3. Check the Title . It is filled from the template name. 4. Under Signers , the employee the document is about is already added as the first signer with the role \"Employee\". Click Add a signer for each extra person. Pick Employee and select the person, or Someone else and enter the name and email. Add a Role such as \"Employer\" or \"Witness\". You can have up to 10 signers, each with their own email address. 5. Set Link works until . Leave it empty for 14 days. 6. Leave Sign one after another on if order matters: each person is emailed when it is their turn. Turn it off to email everyone now and let them sign in any order. 7. Optionally write a Message to the signers . It is shown above the document. 8. Click Send for signature . Each signer whose turn it is gets an email with a personal link. Follow a request Open a request to see each signer with their status ( Not yet , Signed , Declined ). For a signed person you see how they signed ( Typed name , Drawn or Clicked to accept ), when, and from which IP address. For a waiting person you see when the link was sent, how many reminders went out and \"not opened yet\" if they never opened it. - Remind sends the link again to the person whose turn it is. A new link replaces the old one. - Change email fixes a wrong address. The old link stops working. - Download original and, once everyone has signed, Download signed copy . - Check the seal confirms the signed copy is genuine. It reports whether the document is unchanged since it was sent, whether the signed copy is unchanged, and whether the audit trail is unbroken. - Audit trail lists every step with its time and IP address: link sent, opened, code emailed, signed, reminder sent and so on. The signed copy has a certificate page at the end recording who signed, how and when. It is also filed in the employee's documents. The person who sent the request is notified when it is completed, declined or expires. People who have not answered are reminded automatically every few days (by default after 3 days, at most 3 times). What the signer sees The signer taps the link in the email. The page works on a phone and needs no login. 1. The page greets them by name (\"Hello Rahim\") and shows the title and your message. 2. They click Open the document to read it, and see the list of Signers with who has signed. 3. Under Your signature they choose how to sign, from the ways allowed for this document: Type (type your full name), Draw (sign with a finger or mouse; Clear starts again) or Accept . 4. If the document needs a verified signature, they click Email me a code and enter the 6-digit code. The code works for a few minutes. 5. They tick the consent box and click Sign the document . They see \"Thank you. Your signature was recorded.\" When everyone has signed, each signer gets an email with the signed copy, and the link opens the Signed copy and Certificate for 30 days. A signer can click I do not want to sign , give an optional reason and Decline ; that closes the request for everyone. If it is not their turn yet, the page says \"It is not your turn yet\" and who they are waiting for. Statuses Status Meaning Waiting Open; at least one signer still has to sign Signed Everyone signed; the sealed copy is ready Declined A signer declined. The reason is shown on the request Cancelled HR cancelled it with a reason. Every link stops working; signatures already given stay on record Expired The link date passed before everyone signed Expiry and changed documents - Expired: open the request and click Send again . The people whose turn it is get a new link, valid for another 14 days. - Changed document: the document's fingerprint is taken when you send it. If the file changes afterwards, signing is blocked, the audit trail records \"Signing blocked: the document was changed\", and you must send the new version. - Revoked letter: a letter revoked on Letters can no longer be signed. Example scenario Padma Net Support confirms Nasrin Akter after probation. HR issues her confirmation letter, then clicks Send for signature . Nasrin is signer 1; HR adds the managing director, Mahmud Hasan, as signer 2 with the role \"Employer\" and keeps Sign one after another on. Nasrin signs on her phone by drawing her signature. Mahmud is then emailed, types his name and signs. HR downloads the signed copy with its certificate page; a copy is already in Nasrin's documents. Tips - Issue the letter, c",{"slug":357,"title":358,"group":303,"text":854},"Country pack: Singapore Run HR and payroll for a legal entity in Singapore. The pack covers CPF contributions by category and age with the wage ceilings, the Skills Development Levy and self-help group funds. It also covers IR8A data, the GIRO bank salary file, and leave, holidays and working time under the Employment Act. Contents: Who can use it · What the pack contains · Install · Employee fields · CPF · SDL and self-help groups · Bank file · Reports and deadlines · Status of the figures · Example · FAQ Who can use it Admins and HR staff who can install country packs on a legal entity can use it. Payroll content (pay components, the bank file and the contribution reports) also needs payroll on your plan. What the pack contains Area Singapore: private sector CPF Rates from 1 January 2026 (employee \u002F employer): 55 and below 20% \u002F 17%; above 55 to 60 18% \u002F 16%; above 60 to 65 12.5% \u002F 12.5%; above 65 to 70 7.5% \u002F 9%; above 70 5% \u002F 7.5%. Graduated rates for permanent residents in their first and second year. Ordinary wage ceiling 8,000 a month, yearly ceiling 102,000 SDL 0.25% of the month's pay, at least 2 and at most 11.25, for every employee Self-help groups CDAC, ECF, MBMF and SINDA by total wages, as picked for each person Income tax No monthly withholding; the IR8A data of the year for the Auto-Inclusion Scheme Leave Annual leave 7 days in the first year, rising to 14 days. Outpatient sick leave 14 days and hospitalisation 60 days after six months. Maternity 16 weeks, paternity 4 weeks, shared parental 10 weeks, childcare 6 days, unpaid infant care 6 days Holidays New Year's Day, Labour Day, National Day, Christmas, Hari Raya Puasa, Hari Raya Haji (Chinese New Year, Good Friday, Vesak Day and Deepavali added each year) Working time 8 hours a day and 44 a week; overtime at 1.5 times, at most 12 hours a day and 72 overtime hours a month; Sunday rest day Notice As in the contract; when the contract is silent, 1 day to 4 weeks depending on service Letters Service certificate and salary certificate in English Bank file GIRO bulk salary file Reports Monthly CPF, SDL and self-help group contributions; IR8A data of the year The pack also carries the key employment terms clauses, final pay rules, local formats (day\u002Fmonth\u002Fyear dates, 6-digit postal codes), data protection defaults and electronic signature rules. Install the pack 1. Go to Settings → Legal entities and open the legal entity. Its country must be Singapore. 2. Click Install country pack and choose Singapore: private sector (draft) . 3. Read the preview, tick the notice that the pack is not yet verified and click Install . Letters arrive as drafts: read them and publish them in Documents and letters . The Hari Raya holidays are added for this year and the next; adjust the date when the official date is announced. Employee fields The pack adds a CPF and self-help group (Singapore) section to employee profiles in Singapore: - CPF category : the options are Full rates (citizen, or permanent resident from the third year), Permanent resident, first year , Permanent resident, second year or Not covered (work pass holder). Empty means full rates. HR picks the category; the payroll does not guess it from nationality. - Self-help group fund : CDAC, ECF, MBMF, SINDA or None or opted out . Empty means none. Put the NRIC or FIN under National ID (a letter, seven digits and a letter). The date of birth decides the CPF age band. A new rate starts the month after the birthday. CPF Every month the payroll splits pay into ordinary wages and additional wages (bonuses and leave paid out). Ordinary wages count for CPF up to 8,000. Additional wages count up to the yearly ceiling of 102,000, less the ordinary wages of the year. The year's ordinary wages are estimated from what was charged so far plus this month for every month left. The rate depends on the CPF category and age. Low wages are phased in: nothing up to 50, then only the employer's share up to 500, and the employee's share grows between 500 and 750. The total is rounded to the nearest dollar, the employee's share drops its cents and the employer pays the rest. The payslip shows CPF and CPF (employer) . Pay bonuses in the salary run (salary with bonus) so the additional wage ceiling is estimated correctly. SDL and self-help groups - Skills Development Levy is an employer cost for every employee, foreigners included: 0.25% of the month's pay, at least 2 and at most 11.25. - Self-help group fund is deducted from pay by the month's total wages, using the fund's table (for example CDAC 1.50 on wages above 3,500 up to 5,000). GIRO bank salary file In a locked payroll run, open the Bank file tab and choose GIRO bulk salary file (CSV) . The file has one line per payee: name, account number, the bank's BIC, amount, purpose code (SALA), reference, payment details and employee ID. If anyone has no account number or BIC, the file is not made and those people are listed. The file is for Singapore dollars only. To match your bank's template, set the purpose code and the column headings under Pack settings of the legal entity's country pack. Reports and deadlines In Compliance → Reports , choose the legal entity: - CPF, SDL and self-help group contributions (monthly) : NRIC or FIN, CPF category, ordinary and additional wages, employee, employer and total CPF, SDL, fund and fund amount. - IR8A: remuneration of the year : run it for January to December. It holds the salary, bonus, allowances, overtime, total, employee CPF and self-help group donations per person. Compliance → Calendar shows the salary payment (within 7 days), the CPF payment (14th of the next month) and the IR8A submission (1 March). Status of the figures The pack is draft . It was written from the CPF Act and the CPF Board's 2026 rate tables, the Skills Development Levy Act, the self-help group schedules, the Income Tax Act and the Employment Act. Every item gives its source and a list of points the reviewer must confirm. The pack becomes ",{"slug":411,"title":412,"group":303,"text":856},"Succession and the 9-box Mark the roles you cannot afford to leave empty, keep a ranked list of people who could step into each one, and hold talent review meetings that agree on fair ratings and place everyone on the 9-box. Contents: Who can use it · Critical roles · Successors · Talent reviews · Calibration · Potential and the 9-box · Closing a review · The 9-box page · Privacy · FAQ Who can use it Everything is on every plan. Talent data is kept to a small group: it needs its own permissions on the Roles screen, and nobody gets them by accident. Permission group Lets you Succession (List, Create, Update, Delete) See and change critical roles and their successors Calibration (List, Create, Update, Close, Delete) Run talent review meetings 9-box (List, Export) See the 9-box; Export downloads it as a file View \u002F Edit Talent Ratings (employee field permissions) See talent changes in an employee's field history When 9bx is updated, these permissions are given only to the roles that may already close a review cycle. Managers and employees never see this data. Employees are not told that they are a successor or where they sit on the 9-box. Where: HR → Talent (tabs Succession , Talent reviews , 9-box ). Critical roles A critical role is a seat whose loss would hurt: a position from your position list, or a designation if you do not use positions. 1. Open Succession and click Add critical role . 2. Pick the Position (or the Designation ). The title is filled in for you; change it if you like. 3. Set Risk of loss (how likely the person in it is to leave: Low, Medium, High) and Impact (how much it would hurt). 4. Click Save . Each role shows who holds it now (the active people in that position or designation) and its Bench strength : Bench strength Meaning Covered At least one successor is ready now At risk There are successors, but none is ready now No successor Nobody is named yet The list puts high-risk roles first. Filter by risk, bench strength or department to find the gaps. The summary at the top counts roles by bench strength and risk. A position or designation can be marked as critical only once. Successors Open a role and click Add successor : 1. Pick the Employee . The person who already holds the role cannot be added. 2. Choose the Readiness : Ready now , Ready in 1-2 years or Ready in 3+ years . 3. Optionally link their Development plan (one of their development goals from Goals and development) and add notes. Successors are listed in rank order; change Rank to reorder them. Each successor also shows their latest 9-box placement, so you can see at a glance whether your backup is a strong performer. An employee's Talent profile lists every role they are a successor for and their latest 9-box box. Talent reviews A talent review is a meeting where HR and leaders look at a group of people together, agree on fair ratings and rate potential. 1. Open Talent reviews and click New talent review . 2. Enter a Name and the Meeting date . 3. Pick the Review cycle whose ratings you will discuss. Everyone whose review the manager has handed in is added with their rating. Without a cycle, the active people of the chosen departments and branches are added without a rating, and you rate them in the meeting. 4. Optionally limit it to some Departments or Branches . 5. Click Save . If more reviews are handed in later, click Refresh people to add them. People you have not calibrated yet also get their latest review rating. Each person's potential starts from the last talent review they were in, so you only change what moved. Calibration The board shows how many people sit on each step of the rating scale, before and after your changes, next to a Target distribution . - The default target is a bell curve: on a 5-point scale 10%, 20%, 40%, 20% and 10%. Change it under Edit (the shares must add up to 100%), or clear it to calibrate without a target. - For each person, enter a Calibrated rating where the group agrees the review rating was too high or too low. Clear it to go back to the review's rating. - The Difference column shows how many people are above or below the target on each step. You can change several people at once by selecting them. Potential and the 9-box Rate each person's Potential : Low, Medium or High. The 9-box puts performance (the calibrated rating, or the review's rating) across and potential up: Potential \\ Performance Low Medium High High Rough diamond Future star Star Medium Inconsistent player Core player High performer Low Talent risk Effective Trusted professional Performance is read from the rating scale in thirds: on a 1-5 scale, up to 2.33 is low, up to 3.67 is medium and above that is high. Any scale works the same way. People without a rating or without potential are counted as Not placed . Closing a talent review When the meeting is done, click Close . - If your workspace has an approval flow for Talent review calibration , the review waits for approval and can no longer be changed. Approvers see the name of the review and how many ratings changed, never anyone's rating. If it is rejected, it opens again for changes. - On close, every calibrated rating is written to the person's performance review, with the matching rating label, if the review has not been released to the employee yet . Reviews already released keep their rating. The review shows how many ratings were applied. A closed talent review is read only. It becomes the source of each person's standing 9-box placement. The 9-box page 9-box shows everyone's placement from the most recent closed talent review they were in. Pick a talent review to see that meeting's placements instead (open ones update live). Filter by department. Click a box to list the people in it. Export downloads the placements as a spreadsheet file. It needs the 9-box Export permission. Privacy - Every time someone opens succession plans, a talent review or the 9-box, and every export, is recorded in the Audit log (category talent). - Changes to ",{"slug":429,"title":430,"group":303,"text":858},"Timesheets Log the hours you work on each project every week, send them for approval, and see hours, budgets and billable amounts per project. Contents: Who can use it · My timesheet · Timesheet approvals · Projects · Limits and rules · Reports and payroll · Example · FAQ Who can use it - My timesheet: every employee, for their own week. No permission is needed. Open HR → Self service → My timesheet . - Timesheet approvals: staff with the timesheet List permission. Approving or sending back a week needs the timesheet Approve permission. - Projects: staff with the project List permission. Create, Update and Delete are separate permissions. Where: HR → Timesheets → Timesheet approvals and HR → Timesheets → Projects . Screen What it is for My timesheet Your week as a grid: projects down the side, days across Timesheet approvals Weeks waiting for a decision, and past weeks Projects What people book hours to, with tasks, budgets and billing rates My timesheet A week runs Monday to Sunday. The top bar shows the dates, the week's status, and the Total , Billable and (for part-time staff) Weekly cap hours. Fill in a week 1. Use Previous week , Next week or This week to pick the week. 2. Click Add project . Choose a project in Choose a project , then a task (or No task ). 3. If the project is billable, the Billable switch is on. Turn it off for internal work on that project. 4. Type the hours in each day (quarter hours are fine, for example 7.5). The Day total row adds them up. 5. Add more rows with Add project . Remove one with the bin icon. 6. Click Save draft to keep your work, or Submit week to send it for approval. Submit also saves. Fill from attendance. If attendance recorded hours for the week, an Attendance row appears under the grid. Click Fill from attendance to copy those hours into the first row, on days that are still empty. Holidays show their name in the day header, and weekly offs show Day off . You can still log hours on them; the page reminds you \"You have hours on a holiday or a day off.\" Status Meaning Draft Saved, not sent. You can change it Submitted Waiting for approval and locked. Click Recall to take it back and edit it Approved Approved and locked for good Sent back Rejected. The reason is shown at the top. Change the hours and submit again Timesheet approvals The list shows submitted weeks first. Filter by status with Any status . 1. Click View to see the week's hours per project and task. 2. Click Approve (an optional Note ) or Send back (a Reason is required). If your organization has an approval flow for Timesheet ( HR → Leaves → Approval flows ), submitted weeks go to the Approval inbox instead and the list shows In approvals . A flow can use the hours in the week, billable hours and worker type. Nobody can approve their own week. Projects Click New project (or Edit from a row's menu) and fill in: - Name , an optional Code , and an optional Client from the CRM. - Budget (hours) , Starts on , Ends on and a description. - Hours on this project are billable . - Status (when editing): Active , On hold or Closed . - Tasks: Add task , give it a Task name , and choose Follows the project , Billable or Non-billable . Untick Active to hide a task from the grid. Tasks are optional. - Billing rates: Add rate , then an hourly rate and the date it starts. Leave the person empty for The whole project , or pick a person for their own rate. A person's rate beats the project rate; the latest rate that has started on the day of the work applies. The list shows Hours (approved, with submitted hours as \"+\"), Budget used as a bar (\"% of h\") and the Billable amount from approved billable hours times the rate. A project that has hours cannot be deleted. Set it to Closed instead. Limits and rules - A day cannot have more than 24 hours. Save draft and Submit week stay disabled until it is fixed. - A part-time employee cannot submit more hours than the weekly hours in their active contract. - Only Active projects can be picked. Hours already logged on a project that has since been put On hold or Closed stay, but you cannot add new ones. - You cannot submit an empty week. Reports and payroll - HR Reports has two time reports: Utilization (approved hours per person, billable share and how much of their capacity it fills) and Project hours (hours, billable hours, budget used and billable amount per project). - Payroll formulas can use approved timesheet hours and approved billable hours for the pay period, for example for hourly pay. See Payroll setup. Example scenario Padma Net Support bills a client for a fibre rollout. HR creates the project \"Khulna Fibre Rollout\" with the code KFR, a 400-hour budget, two tasks (Survey, Splicing) and a project rate of 1,500 per hour. Engineer Rakib Hasan logs 8 hours a day Monday to Thursday on Splicing, uses Fill from attendance for Friday, and clicks Submit week . His manager Farzana Akter opens Timesheet approvals , clicks View , and approves. The project now shows 40 hours, 10% of the budget used, and the billable amount. Tips - Save as you go; leaving a week with unsaved hours asks you to confirm. - Put internal work on a non-billable project so billable figures stay honest. - Close finished projects so people stop booking to them. Troubleshooting and FAQ \"No projects to log time to\". No active project exists yet. Ask HR to set one up. I cannot change my week. It is submitted or approved. Recall a submitted week; an approved week stays locked. Approve and Send back are missing. The week is waiting in the approval inbox, or you lack the Approve permission. \"You cannot decide your own timesheet.\" Another approver must decide it. The billable amount is zero. The project has no billing rate, or the hours are not approved yet. Related pages Attendance · Employees · Payroll setup · Holidays · Self-service",{"slug":438,"title":439,"group":303,"text":860},"Travel, cash advances, mileage and company cards Ask for a trip before you go, get a cash advance, log kilometres driven in your own vehicle, and match company card charges to expense claims. Everything ends up in your expense claims, so you are reimbursed in one place. Contents: Who can use it · My travel · Travel and advances (HR and finance) · Travel rates · Card statements · Example · FAQ Who can use it - My travel: every employee, for their own trips, advances and mileage. No permission is needed. Open HR → Self service → My travel . - Travel and advances: staff with the travel or advance List permission. Approving trips and advances needs the Approve permission; paying and settling an advance needs the Settle permission. - Travel rates: staff with the mileage List permission (adding or changing rates needs the Create permissions). - Card statements: staff with the card statement List permission; importing and matching are separate permissions. Where: HR → Expenses → Travel and advances , Card statements and Travel rates . My travel Three tabs: Trips , Advances and Mileage . Each is a list of cards that also works on a phone. Plan a trip 1. On Trips , click New trip . 2. Fill in Purpose , Destination , Country and City (these find the daily allowance), the dates in From and Until , and your expected Budget . 3. Click Save and send to send it for approval, or Save draft to finish later. After you save, the card shows the Daily allowance for the days of the trip when your organization has a rate for that destination. If a flow is set up in Approvals, the request goes to your approvers; if there is none, someone with the Approve permission decides it. You cannot decide your own request. Status Meaning Draft Saved, not sent. You can edit or delete it. Waiting Sent. You can take it back with Recall to change it. Approved You may travel. You can still Cancel it. Sent back Declined. The reason is on the card. Edit it and send it again. Once a trip is approved you can pick it when you start an expense claim or ask for an advance, so the costs stay together. Ask for a cash advance 1. On Advances , click New advance . 2. Enter Purpose and Amount . Pick the approved trip in For trip if it is for one. 3. Click Save and send . When finance pays it, the card shows Paid, to settle and the Balance you still hold. It is settled against your expense claims (see below) or by handing the rest back. Log mileage 1. On Mileage , click Log a trip . 2. Enter the date, From , To , Distance (km) and the Vehicle . Turn on Round trip to count both ways. 3. The form shows the estimate. Click Save . A trip is paid at the rate in force on its date, and a later rate change does not change it. If there is no rate for your vehicle, the form says so: ask HR to add one. To claim the kilometres, tick the trips, pick a draft claim in Pick a draft claim and click Add to claim . Each trip becomes one expense in the Mileage category. Take the expense off the claim and the trip is free again. A trip already on a claim cannot be edited or deleted. Travel and advances (HR and finance) Three tabs: Trips , Advances and Mileage . - Trips opens on requests waiting for a decision. Approve or Send back (a reason is needed to send back). When an approval flow applies, the row says In approvals and is decided in the approvals inbox. - Advances opens on requests waiting. After approval, click View to open the advance. 1. Approved: hand over the money, click Mark as paid and record how it was paid (method, company account, the person's account, reference, date, note, proof). See Marking payments paid. Advances are paid directly; nothing is taken from payroll and they are not loans. 2. Paid: under Set against an expense claim , pick one of the person's approved claims in the same currency and click Settle . Leave Amount empty to use as much as both allow. The claim then pays out only the rest. If the advance covers the whole claim, the claim is closed as paid. 3. Cash handed back: record cash the person returned, with an amount or empty for the whole balance. When the balance reaches zero the advance is Settled . - Mileage lists the trips people logged, with distance, rate and amount. Travel rates Daily allowance by destination. Add a row with a country and city (a city rate beats its country's rate), a country only, or neither ( Everywhere else ), with a currency and Per day amount. A trip uses the most specific active rate. Only one active rate can exist for a destination. Switch a row off to keep it without using it. Rate per kilometre. Add a vehicle, currency, Per km amount and the date it starts. The newest rate that has started applies. If you add no rate, the rate from your country pack is used when it has one, so most organizations only add a rate when they pay something different. Card statements 1. Click Import statement . Name the card (for example \"Company Visa 4821\"), choose the currency, and pick the CSV file. 2. The first row of the file must be headings: date , merchant (or description ) and amount . These are optional: employee (the employee code of the cardholder), currency and reference . 3. Click Import . A message tells you how many charges were imported, matched and skipped. Payments and refunds (amounts of zero or less) and rows that cannot be read are skipped and listed. Importing the same file twice adds nothing. Charges that belong to a known employee are matched automatically when exactly one of their expenses has the same currency and amount within three days. When two fit, the charge is left for you. Open a statement to see its charges. Find expense lists matching expenses with the closest amount and date first ( Same amount marks an exact one); click Match . Set aside is for charges that need no expense. Undo reopens a matched or set-aside charge. Match again repeats the automatic matching. An expense can match only one charge. Example scenario Rafi is going to Berlin for three days. He plans the trip with a",{"slug":348,"title":349,"group":303,"text":862},"Country packs: United Arab Emirates and Saudi Arabia Run HR and payroll for a legal entity in the UAE or Saudi Arabia: pension and social insurance, end-of-service pay, leave, holidays, working hours, notice, bilingual letters and the wage protection salary file. Contents: Who can use it · What the packs contain · Install · Employee fields · Payroll · End of service · Salary files · Status of the figures · Example · FAQ Who can use it Admins and HR staff who can install country packs on a legal entity. Payroll content (pay components, salary files, contribution schedules) needs payroll on your plan. What the packs contain United Arab Emirates (private sector, mainland) Saudi Arabia (private sector) Pension \u002F social insurance Pension for Emiratis: 11% employee and 15% employer for people who joined on or after 31 October 2023 (the government pays 2.5 points of the employer share below AED 20,000), 5% and 12.5% for earlier members; salary between AED 3,000 and 70,000 GOSI on basic plus housing, up to SAR 45,000: Saudis 9.75% employee and 11.75% employer (10.75% and 12.75% for people first registered on or after 3 July 2024, from July 2026); others 2% employer End of service Gratuity: 21 days of basic wage a year for five years, 30 days after, from one year of service, at most two years' wage Award: half a month a year for five years, a month after; on resignation nothing under two years, a third from two to five, two thirds from five to ten, all from ten Annual leave 30 days 21 days, 30 after five years Other leave Sick (15 full, 30 half, 45 unpaid), maternity 60 days, parental 5 days, bereavement, study Sick (30 full, 60 three-quarter, 30 unpaid), maternity 12 weeks, paternity 3 days, marriage, bereavement, Hajj, iddah, exam Holidays New Year, Commemoration Day, National Day (2 days), Eid al-Fitr, Arafat Day, Eid al-Adha, Islamic New Year, the Prophet's Birthday Founding Day, National Day, Eid al-Fitr (4 days), Eid al-Adha (4 days) Working time 8 hours a day, 48 a week; overtime at 125% (150% on rest days and holidays), at most 2 hours a day 8 hours a day, 48 a week (6 and 36 for Muslims in Ramadan); overtime at 150% Notice 30 days by default (30 to 90 allowed); probation up to 6 months 30 days by the employee, 60 by the employer; probation up to 180 days Letters Service certificate, salary certificate, no objection certificate, in English and Arabic The same set Salary file WPS salary information file (SIF) Wage protection salary file (Mudad) with the pay breakdown Statutory schedule Monthly pension contributions Monthly GOSI contributions Calendar Salaries through WPS and pension contributions, by the 15th GOSI by the 15th, salary file by the 10th Each pack also carries contract clauses (English and Arabic), data protection defaults and electronic signature rules. Install a pack 1. Go to Settings → Legal entities and open the legal entity (its country must be the UAE or Saudi Arabia). 2. Click Install country pack and choose United Arab Emirates: private sector (draft) or Saudi Arabia: private sector (draft) . 3. Read the preview: it lists what will be added to your setup (pay components, holidays, leave types, work rules, letters, employee fields). 4. Tick the notice that the pack is not yet verified and click Install . Letters arrive as drafts: read them and publish them in Documents and letters before use. Hijri holidays (Eid, Arafat Day, Islamic New Year, the Prophet's Birthday) are added for this year and the next on the Umm al-Qura calendar, and every following year on their own. The moon sighting or an official announcement can move them by a day: change the date in Holidays when that happens. Employee fields The pack adds fields to every employee profile of that country: - Citizen covered by the national pension : Yes for Emiratis (UAE) or Saudis (Saudi Arabia). Pension and GOSI are worked out from it. - Pension: registered under the current law : Yes for people who first joined the pension authority on or after 31 October 2023 (UAE) or GOSI on or after 3 July 2024 (Saudi Arabia). - Labour-registry person ID (UAE): the 14-digit person code from the labour card, needed for the WPS file. - GOSI registration number (Saudi Arabia). Put the Emirates ID, national ID or Iqama number under the employee's National ID . Payroll The pack's pay group keeps basic, housing, transport and other allowances, overtime and unpaid days, and adds: - Pension (GPSSA) and Pension (GPSSA, employer) for UAE citizens, or GOSI (annuities and SANED) and GOSI (employer) in Saudi Arabia. They appear on the payslip in the provident fund columns. - A monthly accrual of end-of-service pay (employer cost, not on the payslip). There is no income tax in either country. End of service When an offboarding settlement is worked out, the pack adds the gratuity (UAE) or the end-of-service award (Saudi Arabia) from the pay on file and the length of service. Unused leave is paid out, and notice not given is paid or taken back. In the UAE the gratuity is on the basic wage, so keep the basic wage as the pay on file; Emiratis in the pension scheme get no gratuity. In Saudi Arabia the award is on the last full wage; dismissal for gross misconduct forfeits it. Wage protection salary files In a locked payroll run, open the Bank file tab and choose the country's format. - WPS salary information file (SIF) (UAE): first enter the Establishment ID (13 digits) and the Employer bank routing code (9 digits) under Pack settings of the legal entity's country pack. Each person needs the labour-registry ID and a verified account with its 9-digit routing code; anyone missing one is listed and the file is not made. The file is named after the establishment and the time it was made, ready to send to your bank or exchange house. - Wage protection salary file (Mudad) (Saudi Arabia): one row per payment with the national ID or Iqama, IBAN, basic, housing, other earnings, deductions and net pay. Upload it to the wage protection platform or give i",{"slug":363,"title":364,"group":303,"text":864},"Country pack: United Kingdom Run HR and payroll for a legal entity in the United Kingdom for the 2026-27 tax year: PAYE income tax by tax code (with Scottish and Welsh rates), National Insurance by category letter, student and postgraduate loans, the workplace pension under automatic enrolment, statutory sick, maternity, paternity, adoption, shared parental, bereavement and neonatal care pay, holiday pay (rolled up for irregular hours), notice and statutory redundancy pay, leave and bank holidays, English letters, the BACS direct credit file and the data for the RTI returns, P60 and P45. Contents: Who can use it · What the pack contains · Install · Employee fields · Payroll · Tax codes · Statutory pay · End of employment · Returns and files · Pack settings · Status of the figures · Example · FAQ Who can use it Admins and HR staff who can install country packs on a legal entity. Payroll content (pay components, returns, the bank file) needs payroll on your plan. What the pack contains Area What you get Income tax (PAYE) Tax by the person's tax code, cumulative or on the week 1 \u002F month 1 basis. Rates 20%, 40% and 45% after the £12,570 allowance; Scottish rates 19% to 48% for S codes; Welsh rates for C codes; K codes, BR, D0, D1 and NT National Insurance Employee 8% between £1,048 and £4,189 a month and 2% above; employer 15% above £417 a month. Category letters A, B, C, H, J, M, V, Z and X Student loans Plan 1, 2, 4 and 5 at 9%, postgraduate loan at 6%, above the monthly thresholds, rounded down to the pound Workplace pension Automatic enrolment from age 22 to State Pension age above £833 a month: 5% from the worker and 3% from the employer on earnings between £520 and £4,189 a month. Net pay arrangement (before tax) or relief at source (4% from net pay) Statutory pay Sick pay from the first day (£123.25 a week or 80% of earnings if lower); maternity and adoption pay (6 weeks at 90%, then £194.32 a week to week 39); paternity, shared parental, bereavement and neonatal care pay at £194.32 a week Holiday 5.6 weeks (28 days) a year; rolled-up holiday pay of 12.07% for irregular-hours and part-year workers Leave Annual leave, sick leave, maternity, paternity, adoption, shared parental, parental bereavement, neonatal care, unpaid parental leave, carer's leave and time off for dependants Holidays New Year's Day, Christmas Day and Boxing Day (add the moving bank holidays and your nation's own each year) Working time 48 hours a week on average (opt-out allowed), 11 hours' daily rest, a 20-minute break after 6 hours; overtime at the contract rate Notice One week by default each way (the legal minimum); probation up to 180 days. Both can be changed in Pack settings, never below one week End of employment Statutory redundancy pay by age band with the £751 cap on a week's pay; untaken holiday paid Letters Offer of employment, employment reference, confirmation of employment and salary, acceptance of resignation Returns FPS and EPS data, P60 and P45 data Bank file BACS direct credit file (Standard 18) Calendar EPS by the 19th, PAYE payment by the 22nd, pension contributions by the 22nd, P60 by 31 May, P11D by 6 July, Class 1A by 22 July The pack also carries the clauses of the written statement of employment particulars, data protection defaults and electronic signature rules. RTI returns are not sent from 9bx: you get the data to send with your RTI software or HMRC's Basic PAYE Tools. Install the pack 1. Go to Settings → Legal entities and open the legal entity (its country must be the United Kingdom, currency GBP). 2. Click Install country pack and choose United Kingdom: PAYE, National Insurance, pensions and statutory pay 2026-27 (draft) . 3. Read the preview. It lists the pay components, holidays, leave types, work rules, letters and employee fields that will be added. 4. Tick the notice that the pack is not yet verified and click Install . The payroll goes into a UK monthly pay group and the tax year starts in April. The April run is tax month 1. Letters arrive as drafts: read them and publish them in Documents and letters before use. Employee fields The pack adds two sections to every employee profile of that country. PAYE and National Insurance (UK) - Tax code : as on the P45 or HMRC's latest notice, for example 1257L, S1257L, C1257L, K475, BR, D0, NT or 0T. Add W1, M1 or X for the emergency basis. - Week 1 \u002F Month 1 basis : Yes when HMRC's notice gives that basis apart from the code. - Starter declaration : A, B or C from the starter checklist of a new employee without a P45. - P45 tax year , Previous pay to date (P45) and Previous tax to date (P45) : the figures from the P45 of a new employee. They count only in the tax year you enter (2026 for 2026-27). - National Insurance category letter : empty counts as A. - Normal hours worked (RTI band) : reported on every FPS. Loans, pension and statutory pay (UK) - Student loan plan and Postgraduate loan . - Opted out of the workplace pension , Opted in to the workplace pension and Pension on relief at source . - Irregular hours or part-year worker : pays rolled-up holiday pay each month. - Average weekly earnings for statutory pay and Qualifying days a week (5 when empty). Put the National Insurance number under the employee's Social security number (the pack labels it National Insurance number). These details are never set from nationality: HR fills them in for each person. Payroll The pack replaces the starter UK template's statutory lines. On the payslip you see: - Income tax (PAYE) in the tax column. A refund shows as a negative amount. - National Insurance , and National Insurance (employer) as the employer's cost. - Student loan and Postgraduate loan when they apply. - Workplace pension (net pay arrangement, 5%) or Workplace pension (relief at source, 4% net) , and Workplace pension (employer 3%) . - Statutory Sick Pay , Statutory Maternity Pay and the other statutory pay in months with that leave. - Holiday pay (rolled up, 12.07%) for irregula",{"slug":532,"title":533,"group":533,"text":866},"9bx Connect Everything you need to talk with customers in 9bx: live chat on your website and chat apps, and SMS, WhatsApp, email and Telegram messages, from the daily screens agents use to the setup pages your administrator uses once. The full menu in the current layout is in the Menu map. Contents - How the area is organised - Daily use: the 9bx Connect menu - Setup: Chat setup - Setup: Messaging setup - What the customer sees - Suggested reading order How the area is organised Where Purpose Typical user 9bx Connect Answering chats, watching queues, sending and reviewing messages. Agents, supervisors Chat & Messaging → Chat settings Building live chat: widgets, teams, chatbot, knowledge base, channels. Administrators Chat & Messaging → Chat settings → Messaging Connecting SMS, email, WhatsApp and Telegram providers and rules. Administrators You only see pages your role may use, and some need your plan to include them. Several channels need accounts you must create first (SMS gateway keys, a WhatsApp Business number, a Telegram bot, a Facebook page). Each page says so. Daily use: the 9bx Connect menu Page What it is for Guide Chat inbox Answer every chat, email, web form message and missed call in one place Chat inbox Team chat Messages and calls with your colleagues Team chat Live chat board Queues, agents and visitors right now Live chat board Messages → Message log Every SMS, WhatsApp, email and push, with delivery Message log Messages → Broadcasts One message to many people, with approval Broadcasts Messages → Usage Monthly volume and delivery rate Usage Message button on records Start a chat or message from a client, lead, contact or ticket Start a chat or message from a record Setup: Chat setup Page Guide Chat analytics Chat analytics Widgets (including Install) Widgets Teams and agents Teams and agents Chatbot Chatbot Knowledge base Knowledge base Channels Channels Chat settings Chat settings Setup: Messaging setup Page Guide Providers, Sender IDs, Routing Providers, sender IDs and routing Events & templates, Quick templates Events & templates and Quick templates WhatsApp, Telegram, Opt-out & DNC Opt-outs, WhatsApp and Telegram Automation Messaging automation Settings Messaging settings What the customer sees The customer-side widget shows the chat box from the visitor's point of view. Suggested reading order 1. Administrators, live chat: Teams and agents, Widgets, Chat settings, then Chatbot and Knowledge base. 2. Administrators, messaging: Providers, Events & templates, Opt-outs, Settings. 3. Agents: Chat inbox, Customer-side widget, Message log. 4. Supervisors: Live chat board, Chat analytics, Broadcasts.",{"slug":548,"title":549,"group":533,"text":868},"Broadcasts Send one message to many people, with a second person approving it first. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Use broadcasts for notices and offers to a group: a maintenance notice, a payment reminder, an Eid offer. Every broadcast is checked by a second person before it goes out, so one person cannot message every customer alone. Who can use it - Broadcasts manage permission: create and edit. - Broadcasts approve permission: approve or send back. You cannot approve your own broadcast. Your administrator must have added at least one provider for each channel you plan to use (see Providers). Where to find it Chat & Messaging → Messages → Broadcasts The screen explained Broadcasts with status tabs and progress bars. List Item Meaning New broadcast Starts the wizard. Search (\"Search broadcasts…\") Finds by name. Tabs All , Waiting for approval , Scheduled & sending , Drafts , Finished . Columns Name , Channels , Progress (\"N of M handled\"), Recipients , When . Needs you flags broadcasts you may approve. Status Draft , Waiting for approval , Approved , Scheduled , Sending , Paused , Completed , Cancelled , Failed , Rejected . The wizard Four steps: Audience , Message , When & how , Review . Back and Next move between steps. Save draft keeps your work. Audience. Add one or more sources with Add who receives it \u002F Add more people : Source Meaning Contact groups Everyone in the groups you pick. Clients By Status (Active, Pending, Suspended, Inactive), Branches and Tags . Leads Leads at the Stages you pick. Tickets People who opened tickets: Open tickets , Resolved tickets or All tickets . CSV file Up to 5 MB. First line names the columns. Map the Phone column , Email column , Name column and Language column . Who receives it shows a live count (\"N will receive it\", \"of M found · K left out\") with an example list. People are left out when they opted out, are on the do-not-contact list, have an invalid number, are duplicates or have no address. Message. Field Meaning Name Only your team sees it. Kind Marketing (adds opt-out line, skips opted-out people, respects quiet hours) or Transactional (service notices such as maintenance or billing). Channels SMS, WhatsApp, email. WhatsApp needs an approved template for people who have not written in the last 24 hours. Write the text \u002F Template Same text for everyone with variables, or a template sent in each person's language. Email subject For people reached by email. When & how. Field Meaning Start As soon as it is approved or At a set time . Only send between Daily hours and days; sending pauses outside them. Messages per minute Pace. Slower is kinder to your provider and your support line. Send through One provider for this broadcast, or \"The usual routing\". Review. Estimate shows Recipients , SMS segments , Takes about , and Cost (reported) (information only), plus a breakdown by country and channel and how many recipients will wait for quiet hours. Send me a test sends a copy to you. Submit for approval sends it to approvers. Broadcast page Button What it does Approve (Approvers) approves after \"Approve this broadcast?\". Send back Rejects with a Reason the creator will see. Pause \u002F Resume Stops and restarts sending. Cancel Stops for good. Unsent messages will not go out. This cannot be undone. Send failed again (N) Retries only the failed recipients, optionally through another provider. Export Prepares the recipient list; you are notified when it is ready. Tabs Recipients (filter Handled , Queued , Not yet , Skipped ) and Details ( Kind , Audience , Start , pace, Created by , Approved by ). Counters: Delivered , Sent , Failed , Not sent , To go . Tasks Create and send a broadcast 1. Press New broadcast . 2. Add the audience and check the count. 3. Choose kind and channels and write or pick the message. 4. Set when to start and the pace. 5. In Review , press Send me a test , then Submit for approval . 6. An approver opens the broadcast and presses Approve . It then starts, or waits for the set time. Approve a colleague's broadcast 1. Open Broadcasts → Waiting for approval . 2. Open the item marked Needs you and read the message and estimate. 3. Press Approve , or Send back with a reason. Example scenario Rumana prepares \"Maintenance tonight 1 am to 3 am\" as a Transactional SMS to Active clients in the Mirpur branch, 600 people. She sends herself a test and submits it. Supervisor Imran approves it. Sending starts at 100 per minute and finishes in about six minutes. Three recipients had opted out and are listed as Skipped . Tips - Use Marketing only for promotions. Service notices belong to Transactional . - Keep the pace low for the first large send. - Use Send me a test every time. Troubleshooting \"No template fits these channels yet.\" Create one under Quick templates. I cannot approve my own broadcast. By design. Ask another approver. Recipients left out. Check opt-outs and do-not-contact in Opt-outs. Related pages - Message log - Usage - Messaging settings",{"slug":557,"title":558,"group":533,"text":870},"Chat analytics How your chats are going: volume, speed, quality and the AI assistant. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Managers use it to check whether customers wait too long, whether the bot helps, and how busy each agent is. Who can use it Users with the Chat analytics permission. Where to find it Chat & Messaging → Chat settings → Chat analytics The screen explained Summary tiles, chats per day and the agent table. Item Meaning Last N days The period. All teams Limits the figures to one team. Chats Number of chats in the period. First response How long customers wait for a first reply. Resolution time Time from start to resolve. Queue wait Time spent waiting for an agent. Missed Chats nobody answered. Solved by bot Chats the chatbot or AI finished alone. Agent utilisation How full agents' capacity was. N ratings Number of customer ratings behind the score. Chats per day Daily bar chart. \"Nothing in this period\" if empty. AI assistant Questions , Answered , Marked helpful , Marked not helpful . Agent table Agent and Chats for each person. Tasks Review last week 1. Open Chat analytics . 2. Choose Last 7 days and a team. 3. Compare First response with your target in Chat settings. Example scenario Missed rises on Fridays. The manager adds an evening shift to the Support team in Teams and agents. Tips - A low Marked helpful count means your Knowledge base needs better articles. Troubleshooting Everything shows zero. No chats happened in the period, or live chat is off. Related pages - Live chat board - Chat settings",{"slug":572,"title":573,"group":533,"text":872},"Channels Let customers reach you on WhatsApp, Telegram, Messenger and Instagram, and store the secrets the chatbot uses. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for The website widget is one way in. Channels bring other chat apps into the same Chat inbox. Who can use it Users with the Channels manage permission. Setup you must do first: each channel needs an account on that service. You need a Facebook page (Messenger), an Instagram business account linked to it, a WhatsApp Business number, or a Telegram bot. 9bx cannot create these for you. Where to find it Chat & Messaging → Chat settings → Channels The screen explained WhatsApp and Telegram These are connected under Messaging, not here. Connect them in Messaging setup and Opt-outs, WhatsApp and Telegram, then turn on Show WhatsApp and Telegram messages here in Chat settings. Messenger and Instagram Item Meaning Connect a channel Adds a page or account. \"Nothing connected\" until you do. Channel Messenger or Instagram. Name Your label. Page or account id The Facebook page id or the Instagram business account id. Access token A long-lived page access token with messaging permission. Stored encrypted. Webhook , Callback URL , Verify token Values to paste into your Meta app. Subscribe the page to messages. Chatbot lookup secrets Item Meaning New secret Adds a secret used by a chatbot API lookup step. Host The only host that may be called, for example api.shop.com , over https. Header name , Value For example Authorization and Bearer abc123 . Stored encrypted and never shown again. Tasks Connect Messenger 1. In your Meta app, create a page access token with messaging permission. 2. Press Connect a channel , choose Messenger , enter name, page id and token. 3. Copy the Callback URL and Verify token into your Meta app webhook and subscribe the page to messages. 4. Send a test message to the page. It appears in the inbox. Add a lookup secret 1. Press New secret . 2. Enter Host , Header name and Value , then save. 3. Choose it in a chatbot API lookup step. Example scenario Padma Net Support connects its Facebook page. Customers who message the page now appear in the inbox with the Messenger channel label and are answered by the same agents. Tips - Use a long-lived token and note when it expires. Troubleshooting No messages arrive from Messenger. Check the webhook subscription, the verify token and that the token has messaging permission. A lookup step fails. The secret's host must match the address host exactly. Related pages - Chatbot - Chat settings",{"slug":536,"title":537,"group":533,"text":874},"Chat inbox One place to answer every customer chat, from your website, WhatsApp, Telegram, Messenger, Instagram and the mobile app. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for The Chat inbox is the agent's workspace for live conversations. New chats appear the moment a visitor writes. You read the thread, reply, add private notes for colleagues, hand the chat over, turn it into a ticket or resolve it. Who can use it Users with the Inbox permission. Further actions need their own permissions: Action Permission needed Read chats Inbox view Reply, Take this chat Inbox reply Transfer Inbox assign Snooze , Make a ticket , Block visitor Inbox manage Whisper , Take over Whisper use Live chat is part of the 9bx Connect module. If your plan does not include it, the menu item is hidden. Where to find it Chat & Messaging → Chat inbox The screen explained The inbox with open-chat tabs, the conversation list, the thread and the visitor panel. The screen has four areas: the conversation list on the left, the open-chat tabs along the top of the thread, the thread and composer in the middle, and the visitor details panel on the right. Conversation list Item What it does Search box (\"Search name, email or phone\") Finds a chat by the visitor's name, email or phone. All channels Filters by channel: Website, Mobile app, WhatsApp, Messenger, Instagram, Telegram, SMS, Email, Web form, Phone, Call. A channel with unread chats shows how many, for example \"Email (3)\". All teams Filters by team (shown when you have more than one team). Unread Shows only chats with messages you have not read. If there are none: \"Nothing unread. You are all caught up.\" Filters Opens extra filters. Tabs Mine , Unassigned , All , Bot , Resolved Mine : chats assigned to you. Unassigned : waiting for someone to take them. Bot : still with the chatbot. Resolved : closed chats. Each tab except Resolved shows how many chats it holds. Overdue Marks a chat whose first reply is later than your target (set in Chat settings). A counter shows the minutes left (\"min left\"). Priority A chat can be Normal , VIP or Urgent . Chat status values you will see: Bot , Waiting , Open , Snoozed , Resolved , Missed . Open-chat tabs and split view Every chat you open becomes a tab above the thread, like browser tabs. Item What it does A tab Shows the visitor name. Moving dots mean the visitor is typing . A small amber dot means you have an unsent draft in that chat. x on a tab (or the Delete key while the tab is focused) Close chat tab. This only closes the tab. The conversation stays open. Split view \u002F Single view Shows two chats side by side, each with its own composer. Needs a wide screen. Click an open chat tab or a list item to fill a side (\"Pick a chat for this side\"). Keyboard: Alt + Up \u002F Alt + Down (or Ctrl + ] \u002F Ctrl + ) switch to the next or previous open chat. They work even while you are typing. Thread header Button What it does Take this chat Assigns the chat to you. Shown when it is not yours. Transfer Sends the chat to another agent ( To an agent ) or a team ( To a team ). Snooze Hides the chat until the date and time you choose in Snooze until . Resolve Closes the chat after you confirm \"Resolve this conversation?\". Reopen Reopens a closed chat. More → Summarise Writes a short AI summary of the chat. Needs AI turned on in [Chat settings. More → Make a ticket Creates a support ticket from the chat (\"Ticket created.\"). More → Take over Takes a chat from the agent who has it (supervisors). More → Block visitor Blocks the visitor and ends the chat after confirmation. A line under the name reads, for example, \"WhatsApp · With Rina · Support team\", or \"Not assigned\". Composer Switch the mode with the three tabs above the box. Mode Who sees it Reply The customer. It is sent on the chat's own channel (\"Replying on WhatsApp\"). Internal note Your team only (banner: \"Only your team sees this\"). Type @name to mention a colleague. Whisper Only the assigned agent. Supervisors use it to coach (banner: \"Only the assigned agent sees this\"). Needs the \"Supervisors may whisper\" option on. Control What it does Text box Enter sends, Shift + Enter adds a new line. Type \u002F to search saved replies. Paperclip ( Attach file ) Choose files. You can also drag and drop files anywhere on the thread (\"Drop files to attach\") or paste an image from the clipboard. A chip per file shows progress (\"Uploading\"). Remove file drops it. Emoji Opens the emoji picker. Saved replies Pick a ready-made reply. {name} becomes the visitor's name. Suggest replies AI proposes replies from the knowledge base. Click one to place it in the box, then edit it. Send \u002F Add note \u002F Send whisper Sends in the current mode. Each chat keeps its own draft, mode and attached files. Switching to another chat and back loses nothing. Ticks on your replies: Sent , Delivered , Seen . A message that failed shows not delivered with Retry . Visitor details panel Open it with Show details . Hide details closes it. Field Meaning Verified \u002F Blocked Verified means your website signed the visitor in. Email , Phone , Contact What the visitor told you. On page , Device , Country , Pages seen , First seen Where they are and what they use. Labels , Priority Tags and priority on the chat. Earlier chats Previous conversations with the same person. Once the person is linked to a client, this includes their conversations on every channel (an email, a missed call, a WhatsApp chat), each with its channel icon. Open client \u002F Create client Opens the matching client, or creates one from the chat (\"Client created.\" or \"Linked to the existing client.\"). See their screen Asks for co-browsing. The visitor must allow it and form fields stay hidden (\"Request sent. The visitor must allow it.\"). Needs Co-browse switched on for the widget. Email, web form and phone conversations The inbox is shared by every channel. Bes",{"slug":569,"title":570,"group":533,"text":876},"Knowledge base The articles that FAQ search and the AI answer from, plus your saved replies. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Good answers in one place serve three needs: visitors searching \"Search our help articles\" in the widget, the AI assistant, and agents inserting Saved replies . Who can use it Users with the Knowledge base manage permission. Agents can use saved replies in the inbox without it. Where to find it Chat & Messaging → Chat settings → Knowledge base The screen explained Tab: Articles Item Meaning New article \u002F Edit article Opens the editor. Search articles Finds an article. Title , Text Short paragraphs work best. Separate topics with a blank line. Language English or Bangla. Published \u002F Live Only published articles are used. Tab: Saved replies Item Meaning New saved reply Opens the form. Shortcut Agents type \u002F and this word to insert it. Title , Text The reply. {name} becomes the visitor name. Who can use it Only me or Everyone . Tasks Add an article 1. New article , enter Title and Text for one topic. 2. Choose Language and turn Published on, then save. Add a saved reply 1. Open Saved replies , press New saved reply . 2. Shortcut reboot , text \"Hi {name}, please switch off the router for 30 seconds and switch it on again.\" 3. Choose Everyone and save. In the inbox type \u002Freboot . Example scenario Padma Net Support adds articles on \"Router light colours\", \"How to pay by bKash\" and \"Package prices\". The widget's AI now answers these directly, and the \"Marked helpful\" count in Chat analytics rises. Tips - One topic per article. Write the way a customer asks. - Add both English and Bangla versions of your top ten articles. Troubleshooting \"No saved replies yet\" in the inbox. Add them here or ask an admin. The AI does not use my article. Check Published and that AI mode is on in Chat settings. Related pages - Chat inbox - Chat settings - Chatbot",{"slug":575,"title":576,"group":533,"text":878},"Chat settings Switches, limits, AI answers and proactive messages for live chat. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for One page to switch live chat on or off, set response targets and retention, and control the AI. Who can use it Users with any chat settings permission. Where to find it Chat & Messaging → Chat settings → Chat settings The screen explained General Field Meaning Live chat is on Off hides every widget at once. Show WhatsApp, Telegram and SMS messages here Messages to your connected numbers and bots, and SMS replies, open chats in the inbox. A message flow answers first when one is set up for the channel. Show emails here Emails to your support mailbox still become tickets, and each one also opens a chat in the inbox. Replies from either place reach the customer by email. Show web form messages here Web forms that open a ticket also open a chat in the inbox. Replies go to the customer by email when the form had one. Show lead form submissions here Lead forms still add a lead to your leads list, and each submission also opens a chat in the inbox, linked to the lead (the chat shows the lead number, and the lead has Open conversation ). Replies go by email, or by SMS when the form had only a phone number. Show missed calls and voicemails here Each caller gets one conversation with their missed calls and voicemails. Answer by calling back. Supervisors may whisper Allows the Whisper mode. Chats per agent Default capacity. Each agent can have their own. Longest wait (seconds) After this the visitor is offered a message instead. First reply target (seconds) Chats not answered in time are flagged Overdue . Keep chats (days) Older closed chats are deleted. Blocked words A visitor message with one of these is refused. AI answers Field Meaning AI answers visitors On: answers from your knowledge base, with the AI chosen in AI settings (9bx AI or your own provider). Off: no AI replies; knowledge-base search still suggests articles. AI confidence needed Below this percentage the AI stays silent and a person takes over. \"No AI is available yet. Visitors will reach an agent instead.\" Proactive messages Greet visitors on a page, after a time or when they are about to leave. Field Meaning New trigger , Name , Message The greeting. Page address contains Show only on matching pages, for example \u002Fpackages . Seconds on page , Pages seen at least Wait conditions. When leaving the page Exit intent. Returning visitors only Skip first-time visitors. Again after (hours) Do not repeat for this long. Active On or off. Tasks Turn on AI answers 1. Under AI answers , turn on AI answers visitors . 2. Set AI confidence needed , for example 70%. 3. Pick Answer from the knowledge base with AI on the widget. Greet visitors on the packages page 1. New trigger , name \"Packages help\". 2. Page address contains \u002Fpackages , Seconds on page 20. 3. Message \"Need help choosing a plan?\", save, make Active . Example scenario Padma Net Support sets First reply target to 60 seconds. Anything older is flagged Overdue in the inbox and the supervisor reacts. Tips - Tell visitors in your privacy notice how long you keep chats. - Start with a high confidence value and lower it if the AI is too quiet. Troubleshooting No widget appears anywhere. Live chat is on is off. Suggest replies says AI is not set up. Choose an engine here. Related pages - Widgets - Knowledge base - Chat inbox",{"slug":563,"title":564,"group":533,"text":880},"Teams and agents Decide who takes chats, how many at once, and for which skills. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for A team is a queue. Chats join a team's queue, and its members answer them. Skills route special topics to the right people. Who can use it Users with the Teams manage permission. Where to find it Chat & Messaging → Chat settings → Teams and agents The screen explained Teams on top, agents with their load below. Item Meaning New team \u002F Edit team Opens the team form. Default The team used when a widget names none ( Default team ). Team name Name shown to staff. Skills Chats that need a skill go to people who have it. Members People who answer. Each is an Employee or an Invited member . Team leads Leads of the team. Chats at once Capacity per member. Empty uses the organization default from Chat settings. Agent , Chats \u002F capacity Each agent and their current load. Agents appear when you add people to a team. \"No teams yet\": a team is a queue, so add the people who answer it. Tasks Create a team 1. Press New team . 2. Enter Team name , add Skills such as \"billing\". 3. Add Members and Team leads . 4. Set Chats at once if some people should take fewer. 5. Save, then pick the team on a widget under Team that takes the chats . Example scenario Padma Net Support has teams Support (default), Billing and Sales . Billing members have the skill \"billing\". The chatbot's handover step asks for that skill, so billing questions reach Billing agents only. Tips - Keep Chats at once between 2 and 4 for new agents. - Always keep a default team. Troubleshooting Chats wait with \"no agent online\". Nobody in the team is Online . See Live chat board. Related pages - Chat inbox - Chatbot",{"slug":560,"title":561,"group":533,"text":882},"Widgets Create the chat box that appears on your websites and apps, and install it. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for A widget is one chat box with its own look, opening hours, welcome message, team and chatbot. You can have several, for example one for your main site and one for the customer portal. Who can use it Users with the Widgets manage permission. You also need access to edit your website or tag manager to install it. Where to find it Chat & Messaging → Chat settings → Widgets The screen explained Widget list and the editor with the Look, Behaviour, Hours and Install tabs. The list shows each widget with its status ( On or Paused ). New widget creates one; the pencil opens Edit widget ; the bin deletes it after \"Delete widget … ? Its snippet stops working.\" A live preview of the chat box shows beside the editor. Tab: Look Field Meaning Name For your team. Colour Main colour. Position Bottom right or Bottom left . Logo address An https image shown in the header. Colour mode Follow the visitor , Always light , Always dark . Welcome line (English) , Welcome line (Bangla) Greeting for each language. WhatsApp link https:\u002F\u002Fwa.me\u002Fyour-number . Adds a WhatsApp card to the home screen. Telegram link https:\u002F\u002Ft.me\u002Fyour-bot . Adds a Telegram card. Tab: Behaviour Field Meaning Team that takes the chats Which team's queue the chats join. Chatbot A chatbot answers first. Leave empty to go straight to an agent. Answer from the knowledge base with AI AI answers from your articles. Needs AI mode on in Chat settings. A person takes over when the AI is not sure. Before the chat starts, ask for Name , Email , Phone , each with Ask and Required . Ask the visitor to agree to storing the chat Consent tick box. Show agents what the visitor is typing Live typing preview. Mention it in your privacy notice. Co-browse Agents may ask to see the page. The visitor must allow it and form fields are hidden. Call us button Visitors call a phone queue from the browser. Choose the Queue that takes the calls . Sites allowed to show this chat Exact hosts like shop.example.com or .example.com . Add mobile for your apps. \"No sites allowed yet\" means the widget will not show anywhere. Widget is on Pause or resume this widget. Tab: Hours Field Meaning Open all day, every day Skips hours. Time zone , From , Until and days Opening hours. When closed, the away form Makes a ticket or Sends an email ( Email to an address). Tab: Install Save the widget first (\"Save the widget first.\"). Then pick your platform. Every option already contains your widget key. Each guide has Copy , Download and Steps . Group Options Plugins WordPress, Shopify Website builders and tags Plain HTML, Wix, Squarespace, Webflow, Google Tag Manager Frameworks React, Next.js, Vue Mobile apps Android, iOS (SDK source link) Tasks Install with an HTML snippet 1. Open the widget, tab Install , choose Plain HTML . 2. Press Copy on the Install snippet . 3. Paste it just before the closing \u003C\u002Fbody tag on every page. 4. Add the site to Sites allowed to show this chat on the Behaviour tab. 5. Open the site. The chat button appears at the bottom corner. Install on WordPress 1. In Install , choose WordPress and press Download . 2. In WordPress open Plugins → Add New → Upload Plugin and upload the file. 3. Activate it and open Settings → 9bx Live Chat . The key and address are already filled in. 4. Optional: tick \"Logged-in users\" and paste the widget secret to mark logged-in people as verified. Install on Shopify 1. Online Store → Themes → Edit code . Add snippets\u002F9bx-chat.liquid using the first file shown. 2. In layout\u002Ftheme.liquid , add the render line just before the closing body tag. 3. Alternatively use the downloaded kit, which also holds a theme app extension for the Shopify CLI. Wix, Squarespace, Webflow, Google Tag Manager Builder Where to paste Wix Settings → Custom Code → Add Code. Paste, choose All pages, place in Body - end, publish. Squarespace Settings → Advanced → Code Injection → Footer, save. Webflow Project settings → Custom code → Footer code, save and publish. Google Tag Manager New tag, Custom HTML, trigger All Pages, save and publish the container. Recognise logged-in visitors (signed identity) Use this when your customers sign in to your site, so agents see them as Verified on every device. 1. On the Install tab, copy the Identity secret . Keep it on your server only. 2. On your server, compute an HMAC-SHA256 hash of external id timestamp using the secret. 3. Pass the person and the hash to the widget with the identify call shown in the Signed identity guide. 4. Agents now see Verified in the visitor panel. New secret replaces the secret. Your server must use the new one at once, or signed-in visitors fall back to anonymous. Add a proactive greeting Proactive messages are in Chat settings. Example scenario Padma Net Support creates \"Main website\": colour teal, bottom right, team Support, asks for Name and Phone, hours Sat to Thu 9:00 to 21:00, and when closed it Makes a ticket . They paste the snippet on padmanet.example and list padmanet.example and .padmanet.example as allowed sites. Tips - Ask only for what you need. Each required field loses some visitors. - Test outside opening hours to see the away form. - Keep the identity secret out of browser code. Troubleshooting The chat box does not show. Check that the widget is on, the site is in the allowed list, the snippet is before \u003C\u002Fbody , and Live chat is on in Chat settings. Visitors are never Verified. The hash must be computed on your server with the current secret. Shopify or Wix shows nothing. Publish the site after saving the code. Related pages - Customer-side widget - Chatbot - Teams and agents",{"slug":566,"title":567,"group":533,"text":884},"Chatbot Menus and questions that run before a person joins the chat. A newer visual builder is in Message flows. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for A chatbot flow greets visitors, shows buttons, asks for details, looks up information and hands over to the right team, so agents receive chats that already have the basics. Who can use it Users with the Chatbot manage permission. Where to find it Chat & Messaging → Chat settings → Chatbot The screen explained A flow shown as an outline of steps with the editor. Item Meaning New flow , Flow name Creates a flow. \"No flows yet\" until you do. Pick a flow Opens an existing flow (or create a new one). Flow (outline) The steps. \"not reachable\" marks a step nothing leads to. Add step Adds a step. Make this the first step Sets the starting step. Delete this step Removes it. Save draft Keeps work without going live ( Draft ). Publish Makes it live (\"Published.\"). Fix before publishing Lists problems that block publishing. Step types Type What the bot does Main fields Message Says something. What the bot says , Then go to Menu Shows buttons. What the bot asks , per button Button text and Goes to , Add button Ask a question Collects an answer. What the bot asks , Save the answer as (name, email, phone or your own like order id ), Check the answer is (any text, an email, a phone number, a number, a pattern), If the answer is wrong Knowledge base Searches your articles. If found, go to , If nothing found, go to API lookup Calls your system. API secret , Address (use {{field}} to insert an answer), Reply (use {{api.status}} for returned values), If it fails, go to Opening hours Branches by hours. If open, go to , If closed, go to Hand over to a person Puts the chat in a queue. Team , Skills needed End Finishes the flow. Tasks Build a simple greeting menu 1. Press New flow and name it \"Main menu\". 2. Add a Menu step: \"How can we help?\" with buttons \"Billing\" and \"Internet down\". 3. Point \"Billing\" to a Hand over to a person step for team Billing, and \"Internet down\" to an Ask a question step that saves phone . 4. Press Make this the first step on the menu, fix any items under Fix before publishing , then Publish . 5. In Widgets, pick the flow under Chatbot . Look up an order or account 1. Create a secret under Channels → Chatbot lookup secrets. 2. Add an API lookup step, pick the secret, and enter the address with {{order id}} . 3. Write the Reply and set If it fails, go to . Example scenario A visitor at Padma Net Support taps \"Check my bill\", types their customer ID, the bot calls the billing system and replies \"Your bill is 1,200 BDT, due 10 Nov.\" If the lookup fails it hands over to Billing. Tips - Always give every branch an ending: a handover or End . - Use Opening hours so the bot can offer the away form outside hours. Troubleshooting Cannot publish. Read Fix before publishing . Usually a step has no next step. The bot never starts. The widget must have the flow selected under Chatbot . Related pages - Widgets - Knowledge base - Channels",{"slug":593,"title":594,"group":533,"text":886},"The customer-side widget What your visitors see and can do in the chat box on your website or app. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Knowing the visitor's view helps you set up the widget well and answer \"I do not see the chat\" questions. Texts below are the English defaults. Your administrator can change any of them per language (English and Bangla). Who can use it Any visitor to a site where the widget is installed. Nothing to log in to. Where to find it A round Chat button at the bottom corner of the site (left or right, chosen in Widgets). A red badge shows unread replies. The screen explained The home screen, the pre-chat form and a chat in progress. Home screen Item What the visitor sees Header Your logo and name, with status \"Online\", \"Away\" or \"Typically replies in N min\". Greeting \"Hi there. How can we help you today?\" or your own welcome line. Send us a message Starts a chat. Continue the conversation Shown when there is an earlier chat. Search our help articles Searches your Knowledge base. \"No articles found. Send us a message instead.\" Call us Starts a browser call, if enabled. Chat on WhatsApp , Chat on Telegram Cards that open those apps, if you added links. Before the chat If you ask for details the visitor fills a short form ( Your name , Email , Phone , How can we help? ) and, if required, ticks \"I agree to the chat being stored to help with my request.\" then presses Start chat . In the chat Item What happens Messages Labels show Assistant (chatbot), AI assistant , or the agent's name. \"{name} joined the chat\" appears when an agent arrives. Chatbot buttons Tappable options. \"Was this helpful?\" with Yes and No follows AI answers. Queue notice \"You are number N in the queue\" with \"Estimated wait: about N min\" or \"An agent will be with you shortly\". Typing \"{name} is typing\". Ticks Delivered and Seen . Attach a file (paperclip) Sends a photo or file. \"This file is too large.\" if over the limit. Emoji, Send Picker and send button. Header icons Call us , Email me this chat (asks for an email), language switch (English and বাংলা), Close . Screen sharing \"An agent would like to see your screen. Allow?\" with Allow or Not now . When you are closed The visitor sees \"We are away right now. Leave a message and we will get back to you.\" with Your name , Email , How can we help? . Afterwards: \"Thank you. We received your message.\" The message becomes a ticket or an email, as you chose under Hours . After the chat \"This chat has ended.\" with Start a new chat . The visitor can rate \"How was your chat?\" with faces from \"Very bad\" to great, add an optional comment and send. \"Thanks for your feedback.\" Tasks Check what visitors see 1. Open your site in a private window. 2. Click Chat and read the home screen. 3. Repeat outside opening hours to check the away form. Example scenario A customer on the Padma Net website searches \"router red light\", finds an article, then still presses Send us a message . The bot asks for her phone number, then she sees \"You are number 2 in the queue. Estimated wait: about 3 min\" until Rina joins. Tips - Mention typing preview and storage in your privacy notice. - Keep welcome lines short. Troubleshooting Visitor says no chat button. The site is not in the allowed sites list, the widget is paused, or live chat is off. The visitor cannot send files. The file is too large. Related pages - Widgets - Chatbot - Chat inbox",{"slug":542,"title":543,"group":533,"text":888},"Live chat board A supervisor's real-time view of queues, agents and website visitors. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for The board shows who is waiting, who is available and who is browsing your site right now, so a supervisor can move people before customers wait too long. Who can use it Users with the Live board permission. Set offline needs permission to manage agents. Where to find it Chat & Messaging → Live chat board The screen explained Queues, agents and visitors on one board. Section What it shows Overdue Number of chats waiting past your first-reply target. Queues One card per team: N waiting , Longest wait , Estimated wait . \"no agent online\" warns that nobody can take the team's chats. \"No teams yet\" appears until you add teams. Agents Each agent with presence ( Online , Away , Offline ) and load ( Chats \u002F capacity ). Set offline forces an agent offline. \"No agents yet\" appears until people are added to a team. On the website now (N) Visitors browsing right now. \"Nobody is browsing right now\" when empty. Tasks Spot a queue with nobody online 1. Open Live chat board . 2. Look for \"no agent online\" on a team card. 3. Ask an agent to go Online , or transfer waiting chats from the Chat inbox. Set an agent offline 1. Find the agent under Agents . 2. Press Set offline . Their waiting chats return to the queue. Example scenario At 8 pm the Billing queue shows 4 waiting and a Longest wait of 9 minutes, and its only agent is at full capacity. The supervisor asks the Support team lead to take two chats. Tips - Leave the board on a wall screen during peak hours. - Read it together with Overdue in the inbox for a full picture. Troubleshooting No agents listed. Agents appear when people are added to a team in Teams and agents. Numbers look stale. Reload the page. The board updates live while connected. Related pages - Chat inbox - Chat analytics - Teams and agents",{"slug":596,"title":597,"group":533,"text":890},"Message flows Design the conversations customers have with you on every channel: menus, questions, answers from the AI and the handover to your team. Contents - Who can use it - Where to find it - The flow list - Build a flow - Building blocks - Test and publish - Troubleshooting - Related pages Who can use it Administrators with chat setup rights. A flow is the newer, visual way to build what the Chatbot page does. Where to find it Chat & Messaging → Settings → Live chat → Message flows The flow list Each row shows the flow name, its Status (Draft, Live, Paused, or \"Live, unpublished changes\"), the Channels it runs on, what it Starts with (keywords or any message), its Version , and the last 7 days: runs and handoffs to a person. Use New flow to start, or Import a chatbot flow to bring in a flow from the older chatbot. Build a flow 1. Click New flow and name it. 2. Open the Start block and decide which conversations enter: Channels , website widgets, connected numbers, Keywords (and whether a message must contain, equal or start with one), Only the first message , Any contact \u002F New contacts only \u002F Returning contacts only , and whether to run At any time , Only within business hours or Only outside business hours . The first matching flow, by priority, runs. 3. Add blocks from the Node palette and connect them in order. 4. Click Tidy up to arrange the canvas. Use Undo and Redo freely. 5. Open Problems to see anything that blocks publishing. Building blocks Block group Blocks Trigger Start Messages Send message (text, file, link buttons, suggested replies), Ask (keeps a checked answer), Menu (up to ten choices) Logic AI answer (from the knowledge base), Condition , Wait , Jump to another flow Actions Assign to a team and skills, Hand off to a person, Create record (a ticket or a lead), Set field (tags, contact fields, variables), Webhook (call an outside service) End End : close the conversation or leave it for the team A hints panel shows how each channel will show your message: buttons on one, a numbered list on another, links instead of files, and the shortest message limit among your channels. Test and publish 1. Click Simulate to chat with the flow without a real customer. 2. Click Publish , add a note for the history, and leave Make it live on to start answering new conversations at once. Switch it off to publish without starting. 3. Conversations already running finish on the version they started with. 4. History lists versions. Pause stops the flow from starting for new conversations. Troubleshooting Problem What to do \"The flow cannot be published yet\" Open Problems , fix each item (for example a block with no next step). A flow never starts Check the Start block: channel, keywords, business hours, first message only. Another flow with higher priority may match first. The canvas is view-only You can see flows but not change them. Ask an administrator for chat setup rights. Related pages - Chatbot - Knowledge base - Chat widgets - Teams and agents",{"slug":545,"title":546,"group":533,"text":892},"Message log Every SMS, WhatsApp message, email and push your organization sent or received, with its delivery result. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Use the log to answer \"Did the customer get it?\", to find out why a message failed, and to send it again. Who can use it Users with the Messages view permission. Reading the message text needs an extra permission; without it the text is hidden. New message and Send again need the matching send permissions. Where to find it Chat & Messaging → Messages → Message log The screen explained The log with filters, one row per message. Top bar Control What it does New message Sends one message, see below. Resend failed Sends again every failed message in the current view (\"Resend failed messages\"). Opted-out recipients are skipped. If more than the limit match, narrow the filters first. Search (\"Full number or email…\") Finds a recipient. Use the full number or address. Any date Date range. Channel , Purpose , Provider , Origin , Branch Filters. Show every message Clears a broadcast filter (\"This broadcast\") you arrived with. Columns Time , Recipient , Channel , Purpose , Segments , Cost , status. A marker In shows a received message; resent marks a resend. Statuses Status Meaning Queued Waiting to be handed to a provider. Held Waiting for quiet hours to end. Sending With the provider. Sent Accepted by the provider. Delivered Reached the phone or mailbox. Read Read (WhatsApp, where the provider reports it). Not delivered , Failed , Rejected It did not arrive. Open the message for the reason. Opted out The person opted out, so nothing was sent. Cancelled , Expired Stopped before sending, or too late to send. Origin Automatic , Sent by a team member , Developer API , Broadcast , Automation , Resend , Customer asked again , Support , Platform , Staff notification . Message detail Click a row to open the Message panel. Part What it shows Overview To , From , the Message text, and Details : Provider , Purpose , Kind (verification code, transactional or marketing), Origin , Segments , Cost reported (information only), Created , Sent , Delivered . Related The linked record, \"Resend of\", \"Fallback for\". Timeline What happened and when. Delivery Attempts (a later attempt reads \"after the first failed\"), the Route plan , and Delivery reports from the provider . Send again Opens \"Send again\". Cancel sending Stops a message that has not gone yet. Open record Goes to the ticket, client or other record. \"The text is not shown\" means you may not read message text, or the text is older than your retention period. Send again A new message is sent and the original stays unchanged. Option Meaning The usual way Routes it like any new message. Through one provider You choose the provider. Untick \"Try other providers if this one fails\" to try only that one. By another channel SMS, WhatsApp or email. The recipient needs an address and there must be a template for that channel. Use current details Writes the text again from the template with today's data. A verification code is never repeated. A new code is requested instead. Tasks Send a single message 1. Press New message . 2. Enter To (+8801… for phone, or an email) and choose Send by . 3. Choose a template, or Write my own if your organization allows it. Use Insert to add variables such as the customer name. 4. Choose Kind : transactional (about something they asked for) or marketing (offers; follows opt-outs and quiet hours, and adds an opt-out line). 5. Optional: Send later and pick a date and time. 6. Check How it goes (which provider, or \"Waits for quiet hours until …\"), then Send or Schedule . The counter shows characters and segments (\"N left in this segment\"). One SMS segment is a billing unit, and long or non-English text uses more segments. Find out why a message failed 1. Search the recipient's full number. 2. Click the row with Failed or Not delivered . 3. Read Attempts and Delivery reports from the provider . 4. Press Send again if appropriate. Example scenario A customer at 01711-000111 says she never got her payment confirmation. The agent searches her number, opens the message, sees Not delivered on the first provider and Delivered on the fallback provider one minute later. She did receive it. Tips - Filter by Origin = Broadcast to see only campaign traffic. - Cost is what providers report. Nothing is charged by 9bx. Troubleshooting \"Messages appear here as soon as they are sent.\" Nothing matches. Widen the date range or clear filters. The text shows as hidden. Ask your administrator for permission to read message text. New message cannot send by WhatsApp. A provider and an approved template must exist first, see WhatsApp setup. Related pages - Broadcasts - Usage - Providers, sender IDs and routing",{"slug":587,"title":588,"group":533,"text":894},"Messaging automation Send a message by itself when something happens, or at a time around a date on a record. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Rules replace manual reminders: follow up a missed call, remind a requester a day after a ticket opens, warn before a due date. Who can use it Users with the Automation manage permission. Where to find it Chat & Messaging → Chat settings → Messaging → Automation The screen explained Two tabs: Rules and Run log . Rules Item Meaning New rule Opens the drawer. Start from an example lists Examples . Search rules Finds a rule. Switch Rule switched on \u002F off . Results \"N sent · N skipped · N failed\". Rule form Section Fields Name For your team. When When something happens (choose the Event , and Wait first , where 0 sends at once) or At a time around a date ( Record : Ticket, Call, Lead, Client, Lead appointment; Date ; Send N minutes, hours or days before or after ). Only if Conditions, with Add condition and Remove condition . Operators include is, is not, is one of, contains, is more than, is empty, is yes. Only if still true when due checks again at send time. Send to Requester , Client , Assignee , Caller . Channels and text How and what to send. Wait out quiet hours Delay to the end of quiet hours. On Enables the rule. A rule sends at most one message per record. Opt-outs and quiet hours are respected. Run log Lists every time a rule acted on a record: Rule , record, Due , Done , status ( Scheduled , Sent , Skipped , Failed , Cancelled ). Filter by Any rule and Any status . Tasks Remind a requester after one day 1. New rule , name \"Remind requester after a day\". 2. When : something happens, event \"Ticket opened\", Wait first 1 day. 3. Only if : ticket status is Open, and tick Only if still true when due . 4. Send to : Requester . Write the text. Turn On . Example scenario A rule at Padma Net Support sends \"We tried to reach you, call us back on 09601000000\" 10 minutes after a missed call to the Caller . The run log shows it as Sent . If the caller has opted out it shows Skipped . Tips - Use Only if still true when due to avoid reminding people about solved tickets. Troubleshooting Rule never fires. Check it is On , that the event or record is chosen, and that conditions are not too strict. Skipped. The recipient opted out, has no address, or the message was already sent for this record. Related pages - Events & templates - Opt-outs - Messaging settings",{"slug":584,"title":585,"group":533,"text":896},"Opt-outs, WhatsApp and Telegram Respect who does not want messages, and set up the WhatsApp and Telegram connections. Contents - What it is for - Who can use it - Where to find it - Opt-out & DNC - WhatsApp - Telegram - Example scenario - Tips - Troubleshooting - Related pages What it is for Customers must be able to stop messages, and some channels only allow messages to people who agreed. These pages keep that safe. Who can use it Page Permission Opt-out & DNC Suppressions manage WhatsApp Connections, Templates, Suppressions or Settings manage Telegram Connections or Suppressions manage Where to find it Chat & Messaging → Chat settings → Messaging → Opt-out & DNC , WhatsApp , Telegram Opt-out & DNC People who must not receive messages: replies with STOP, unsubscribe links, bounces and your own lists. Customers using an unsubscribe link see \"Stop messages from Padma Net Support\" and can give an optional reason. Item Meaning Add opt-out Adds an address by hand. Choose the Address , channel ( All channels ) and Applies to : All messages (nothing is sent except one-time codes) or Marketing only (order, ticket and account messages still go). Add a Note . Import CSV Up to 5 MB, one address per row or a column named address, phone or email. Result: \"N added, N already on the list, N not valid.\" Export Prepares the list; you are notified when it is ready. Search By full number or email. Reason Replied STOP , Unsubscribed , Added by hand , Imported list , Email bounced , Marked as spam , Invalid number , Customer page , WhatsApp opt-out , Telegram \u002Fstop , Blocked the Telegram bot . Remove Lets messages go again. If the person opted out themselves you see \"Remove it only if they asked to hear from you again.\" Enter a reason. Keywords & footer The STOP words and the opt-out footer on marketing messages. WhatsApp opt-ins are kept separately, see below. WhatsApp Chat & Messaging → Chat settings → Messaging → WhatsApp You must set up first: a WhatsApp Business number from Meta. It is connected once under Phone System → WhatsApp calling and reused here for messages. Tabs Tab What it does Numbers Your connected numbers with Status (Connected, Pending, Error, Disconnected), Quality , and \"N of M approved\" templates. Switch Send messages from this number on. Templates then sync from Meta. If the number is not fully connected you see \"Finish connecting this number (status and access token) before turning messaging on.\" Templates Sync from Meta , New template , search and filters. Columns Template , Category (Marketing, Utility, Authentication), Status ( Approved , In review , Rejected , Paused , Disabled , In appeal , Limit exceeded ), Quality , Number , Synced . Actions Preview , Link to an event template , Delete . Deleting here also deletes it in your WhatsApp Business account. A Rejected by Meta note shows the reason. Opt-ins People who agreed. People who message you are opted in automatically. Add opt-in , Import , filters. Opt out blocks the number and adds it to the opt-out list. Column 24-hour window shows Window open or when they last wrote. WhatsApp rules Only message people who opted in (Meta policy; turning it off can get your number limited), Opt-in words (someone who sent STOP and then writes one of these is opted in again), and an explanation of the 24-hour window. New template form: Template name in lower-case letters, digits and underscores (for example ticket update ), category, language, header, body, footer and Add button . Meta reviews it, status shows In review until approved. The 24-hour window For 24 hours after the customer writes, any message including free text can be sent. After that only an approved template can restart the conversation. If WhatsApp cannot be used the message falls back to another channel when the event allows. Telegram Chat & Messaging → Chat settings → Messaging → Telegram You must set up first: create a bot with @BotFather on Telegram and copy its token. Tab What it does Bot Add your bot (paste the token as a provider). A checklist: Bot token saved , Bot checked (press Check bot ), Webhook registered (press Register webhook ). Remove webhook and Register again are also here. Send a test message goes to a person who has started the bot. Contacts People who started the bot, with Status ( Connected , Not linked , Stopped , Blocked the bot ), Linked to (client, lead or contact) and Last message . Unlink stops messages to that chat. A bot can only message people who started it. Open a client, lead or contact and choose Telegram link : a QR code and link appear (\"Telegram opt-in link\"). The person scans it and presses Start . Example scenario Padma Net Support connects +8801711000111 as its WhatsApp number, syncs three templates and links \"Ticket update\" to the event \"Ticket updated\". A customer replies STOP to an SMS and appears under Opt-out & DNC as \"Replied STOP\". Tips - Keep opt-in proof (web form, import note). - Do not turn off \"Only message people who opted in\" unless you have consent from another source. Troubleshooting Template stays In review. Meta decides. Check the Rejected by Meta reason if rejected. Telegram test says \"Nobody has started the bot yet.\" Open your own opt-in link from a record and press Start. Cannot remove an opt-out. Only remove if the person asked to hear from you again. Related pages - Providers, sender IDs and routing - Chat inbox - Start a chat or message from a record",{"slug":578,"title":579,"group":533,"text":898},"Providers, sender IDs and routing Connect the services that actually deliver your SMS, WhatsApp, email and push messages, and decide which one is used for what. Contents - What it is for - Who can use it - Where to find it - Providers - Sender IDs - Routing - Example scenario - Tips - Troubleshooting - Related pages What it is for 9bx does not send SMS or email by itself. You connect your own accounts with gateways such as Twilio, SSL Wireless, SendGrid, Mailgun, SMTP or a Dinstar SIM gateway. Then you set which provider handles which message and what happens when one fails. Who can use it - Providers and Sender IDs : Connections manage permission. - Routing : Routes manage permission. Before you start you need an account and API keys from each provider. 9bx cannot create these. Nothing sends until at least one provider is connected for the channel. Where to find it Chat & Messaging → Chat settings → Messaging → Providers , Sender IDs , Routing Providers Provider cards with status, test and default. The screen explained Item Meaning Add provider Opens the catalogue: search, filter by channel and country ( Bangladesh , Global , Worldwide ), Beta badge, Setup guide link. A card Name , Active or Off , Default , Test mode , Balance , \"Up to N a day\", \"N per second\", Last worked . Check \u002F Check again Tests the connection (\"Connection works\" or \"Connection failed\"). Send test message Sends a real message through it. Make default Used when no routing rule picks another provider. Turn on \u002F Turn off Routing skips a provider that is off. Edit, delete Delete means \"Messages can no longer go through it.\" Warning \"Paused after repeated failures\" The provider failed several times in a row and is retried at the time shown. Others are used meanwhile. Banner \"Not set up yet: …\" Channels with no provider. Provider form fields: Name (shown in routing and the log), Keys (encrypted, never shown again), Settings , Default for [channel] , Daily limit , Speed limit , Branch (only that branch's messages use it), On , and Test mode . After saving, 9bx shows the Webhook address . Paste it at your provider so you receive delivery reports and replies. Each provider has its own hint, for example Twilio Console status callback or SendGrid Event Webhook. Change address makes a new one; the old one stops working. For Telegram no paste is needed (use Register webhook on the Telegram page). Add a provider 1. Press Add provider and choose the service. 2. Enter Name and Keys . Press Save and check . 3. Fix any error shown, then paste the Webhook address at the provider. 4. Press Make default if it should be the main one for the channel. 5. Press Send test message to your own phone. Sender IDs Chat & Messaging → Chat settings → Messaging → Sender IDs The name, number or address your messages come from. Field Meaning Add sender ID Opens the form. Without any, each provider's own sender is used. Type Name (letters) (up to 11 letters or digits, for example PADMANET), Phone number , Short code , SIM port , Email address , Email domain , WhatsApp number . Provider Leave empty to use with every provider of the channel. Countries , Message types Two-letter codes such as BD. Empty means all. Registration Not needed , Pending , Approved , Not approved , with a Reference . Some countries deliver only from approved senders. Default sender Used for the channel when nothing more specific applies. Country rules are shown as hints, for example \"Letter sender IDs are not delivered in …. Use a number there.\" and \"Marketing texts: prefix …\". Routing Chat & Messaging → Chat settings → Messaging → Routing Pick the channel tab, then rules are tried from top to bottom. The first matching rule wins and the rest are tried in order if it fails. A message matching no rule uses the default provider. Item Meaning Add rule Opens the form. When Any message , A type of message (verification codes, transactional, marketing) or One event (for example ticket opened, missed call). Optional Country code , digits after +, such as 880. Send through Provider and Sender . Share Rules at the same priority split traffic by this number. Stop here If it matches, less specific rules are not tried as fallbacks. On Turn a rule off without deleting. Drag handle Drag to reorder . Higher rules are tried first. Tried in this order Preview of the chain. Route test Enter a number or address and press Test . It shows the providers that would be tried and why others were Passed over (for example Keys missing , Daily limit reached , Sender not registered ) without sending anything. Example scenario Padma Net Support connects SSL Wireless as default for SMS and Twilio as a backup. A rule \"Verification codes → SSL Wireless\" is placed first. When SSL Wireless is paused after failures, codes still arrive via Twilio. They use Route test with +8801711000111 to confirm the order. Tips - Always keep a default provider for each channel you use. - Set a Daily limit on pay-per-message providers. - Use Route test after every routing change. Troubleshooting \"No default SMS provider: messages that match no rule can't be sent.\" Press Make default on one provider. I see sent but never delivered. The Webhook address is not pasted at the provider. A provider shows Paused. It failed repeatedly. Check keys and balance, then Check again . Related pages - Events & templates and Quick templates - Message log - Usage",{"slug":590,"title":591,"group":533,"text":900},"Messaging settings Quiet hours, language, privacy and limits for every message your workspace sends. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Global rules that apply to all messages, so customers are not woken at night and you keep data only as long as needed. Who can use it Users with the Settings manage permission. Others see the page read-only. Where to find it Chat & Messaging → Chat settings → Messaging → Settings The screen explained Section Field Meaning Quiet hours Marketing and broadcasts , Transactional messages , From , to Messages due in these hours wait until they end, in the recipient's time zone. A country rule may add its own window. One-time codes are never held. Sending Default language Used when a recipient's language has no text. Fallback wait Starting value for \"then the other channel after N minutes\". Messages written by agents Off means agents can send only templates. Smart characters Replaces curly quotes and dashes so SMS stay in the cheaper standard alphabet. Privacy & alerts Keep message text for After this the text is removed. Delivery records and usage stay. Alert emails Told when a provider keeps failing (up to 10). Resend from the customer page Resends a day , Wait between resends Lets customers ask for a ticket message again. Daily limits per provider per provider After the limit, messages use the next provider in routing. Broadcast approval Every broadcast needs approval Always on: someone other than the author approves each broadcast. Tasks Set quiet hours for marketing 1. Open Settings → Quiet hours → Marketing and broadcasts . 2. Set From 21:00 to 08:00 and save (\"Messaging settings saved\"). Example scenario Padma Net Support holds marketing from 21:00 to 08:00. A broadcast prepared at 22:30 shows \"N recipients will wait for quiet hours to end\" and starts at 08:00. Tips - Add two alert emails so failures are seen by a team. - Keep message text only as long as your policy allows. Troubleshooting Settings cannot be saved. Check email format in Alert emails and that you have permission. Related pages - Broadcasts - Providers, sender IDs and routing",{"slug":581,"title":582,"group":533,"text":902},"Events & templates and Quick templates Choose which automatic messages go out, on which channels and with what text, and keep ready-made texts for agents. Contents - What it is for - Who can use it - Where to find it - Events and templates - Quick templates - Example scenario - Tips - Troubleshooting - Related pages What it is for 9bx sends many messages by itself: a ticket is opened, a call is missed, a payment is due. This page lets you switch each one on or off, choose channels, and edit the text. Who can use it - Events & templates : Events manage permission. Without it you can see the settings but not change them. - Quick templates : Templates manage permission. You need at least one working provider for each channel you turn on, see Providers. Where to find it Chat & Messaging → Chat settings → Messaging → Events & templates and Quick templates Events and templates Events are grouped by area: Tickets, Calls, CRM, Billing, Security, Sign-in, Customer page, Phone system, Platform, Broadcasts and others. Item Meaning Search Finds an event. SMS and WhatsApp choice Don't send , SMS only , WhatsApp only , Both (or All channels ), or one then the other (\"SMS, then WhatsApp after N min\" if not delivered). Email , Push switches Separate on\u002Foff switches per event. Required A required message cannot be switched off. \"Not sent at the moment.\" No working channel for this event. Built-in text \u002F Customize \u002F Edit \u002F View See or change the text for a channel. Template editor Field Meaning Languages , + Language One text per language. The recipient gets theirs, or the default language. Subject Email only. Plain text , HTML HTML is optional. Without it, plain text is sent with your brand. Insert a variable Adds placeholders such as the customer name. Unknown variables block saving. Preview , With sample data Shows the result. Send me a test Sends to you. Needs a provider on that channel. Default for this event , Active Which template the event uses, and on or off. WhatsApp approved template , Link approved template Outside WhatsApp's 24-hour window only approved templates deliver. Link one so this message always gets through. Quick templates Ready-made texts agents pick in the New message window. Item Meaning New quick template Opens the editor. \"No quick templates yet\" until you add one. Search templates Finds by name. Name , languages, Text , Active As in the editor above. Example scenario Padma Net Support sets \"Ticket opened\" to SMS only and email on. The built-in text is replaced with: \"Hello {name}, your ticket {ticket no} was received. We will reply within 4 hours.\" For \"Payment due\" they choose SMS, then WhatsApp if not delivered within 10 minutes. Tips - Keep SMS short. Every extra segment costs more. - Use the same wording in both languages. Troubleshooting Cannot save the template. Remove unknown variables it lists. Message not sent. See \"Not sent at the moment\" and check Providers. Related pages - Automation - Opt-outs, WhatsApp and Telegram - Message log",{"slug":551,"title":552,"group":533,"text":904},"Usage What your organization sent each month, and how much of it arrived. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for See message volume, delivery rate and failure reasons for a month, to spot a failing provider or a costly pattern. Who can use it Users with the Usage view permission. Where to find it Chat & Messaging → Messages → Usage The screen explained Monthly totals, per-day chart and breakdowns. Item Meaning Month picker Chooses the month. Export CSV Downloads the figures. SMS tile Messages and \"N segments\". Delivery rate Share of messages that arrived. Failed Messages that did not arrive. Messages per day Stacked chart by channel or purpose. By channel , By purpose , By provider , By country Tables with Messages , Segments . Top failure reasons Why messages did not arrive this month. Cost line \"Providers reported … this month (information only).\" Tasks Find which provider is failing 1. Open Usage for the month. 2. Read By provider and Top failure reasons . 3. Open Message log filtered by that provider. Example scenario In September, Padma Net Support sees a 91% delivery rate. By country shows the drop came from one provider's route to Bangladesh. The administrator adds a fallback in Routing. Tips - Cost is informational only. Nothing is billed here. Troubleshooting \"Nothing sent this month.\" Pick another month, or send a message first. Related pages - Message log - Providers, sender IDs and routing",{"slug":554,"title":555,"group":533,"text":906},"Start a chat or message from a record Open a conversation with a client, lead, contact or ticket requester without leaving their record. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Agents often need to write first: remind a customer of a visit, answer a ticket, follow up a lead. The Message button on a record lets you pick the right channel in one click. Who can use it Users who can see the record and have the matching messaging or inbox permission. Where to find it On a client , lead , contact or ticket page, look for the Message button. The same record can also show Telegram link (see Opt-outs, WhatsApp and Telegram). The screen explained Pressing Message opens a menu. While it looks for channels it says \"Looking for channels...\". Choice What happens Live chat inbox Opens the person's existing chat in the Chat inbox. WhatsApp Opens or starts a WhatsApp conversation (the 24-hour rule applies). Telegram Opens the Telegram chat, if the person started your bot. Website chat Continues a website chat. SMS or email Opens the New message window, see Message log. Continue Resumes an existing conversation. Feedback messages: \"Conversation opened.\" on success, \"Could not open the conversation.\" on failure, and \"No chat channel for this person yet.\" when the person has no way to chat. Tasks Write to a client on WhatsApp 1. Open the client. 2. Press Message → WhatsApp . 3. The inbox opens on that chat. If the 24-hour window is closed, send a template. Send an SMS to a ticket requester 1. Open the ticket and press Message → SMS or email . 2. Choose a quick template or Write my own , then Send . Example scenario A technician at Padma Net Support is delayed. From the ticket she chooses Message → SMS or email , picks the template \"Visit running late\" and sends it to the customer at +8801711000111. Tips - The same person's chat history stays in one thread, whichever record you started from. Troubleshooting \"No chat channel for this person yet.\" The record has no phone, email or chat identity. Add a phone number first. Telegram is not offered. The person must first start your bot from an opt-in link. Related pages - Chat inbox - Message log",{"slug":599,"title":600,"group":533,"text":908},"Team chat: settings and integrations Workspace rules for team chat, and how to connect your project tools, post their updates into channels and build your own apps. Contents - Who can use it - Where to find it - Team chat settings - Integrations - Troubleshooting - Related pages Who can use it Administrators. Everyone else uses Team chat as it is set up here. Webhooks, commands and apps depend on your plan. Where to find it Chat & Messaging → Settings → Team chat → Team chat settings and Team chat integrations Team chat settings Section Option What it does Channels Who can create channels Everyone or Administrators only . Channels Allow guests in channels Lets people from outside your company join a channel. Messages Keep messages for (days) Older messages are deleted for good. At least 7 days, or Forever . Messages People can edit and delete their own messages for (minutes) Empty means always. Messages People can delete their own messages On or off. Messages Show link previews On or off. Messages Allow administrators to export conversations On or off. Calls Allow audio and video calls Turns calls in team chat on or off. Calls Allow audio calls (through your phone system; people need an extension) Audio calls over your phone lines. Click Save . The message \"Settings saved.\" confirms it. Integrations The page has five tabs. Tab Use it to My tools Connect your own account for Jira, Asana, Trello, ClickUp, Linear or GitHub. Then create issues, tasks or cards from a message, and see previews of their links. Trello needs your own key and token. If a tool says it is not set up, ask your administrator. Incoming webhooks Make a private address for one channel. Paste it into a tool (GitHub, GitLab, Jira, Linear, Asana, Trello, ClickUp, monday.com or anything that can send JSON) and its updates appear as messages. A signing secret is optional. New URL replaces the address. Event subscriptions Give an address and choose events. 9bx sends a signed request when they happen in chat. Send test tries it, Deliveries lists every try and when a failed one retries, New secret replaces the signing secret. Slash commands Add a command: what people type after it goes to your address and the answer is posted in the chat. Apps and API An app is an API key with chat rights. It posts messages under its own name, reads history and can create channels. Create an API key , and copy it at once, it is shown only once. Rotating a secret or key stops the old one immediately. Troubleshooting Problem What to do Updates from a tool do not appear Check the address and secret in the tool, and open the webhook's received count. A delivery keeps failing Open Deliveries and read the detail. Fix your server, then Send test . \"Not part of your plan\" Connecting your own tools is included. Webhooks, commands and apps need a plan that has them. Related pages - Team chat - Developer API, privacy and audit",{"slug":539,"title":540,"group":533,"text":910},"Team chat Talk with your colleagues in direct messages, groups and channels, and call them from any conversation. Contents - What it is for - Where to find it - Tasks - Calls - Tips - Troubleshooting What it is for Team chat is for your own staff, not for customers. Use it for quick questions, group work and short calls. Where to find it Open the chat icon in the top bar, or Team chat in the menu. Tasks Mention someone. In a group or channel, type @ and a few letters of the name, then pick the person. The box shows @Name , and the person gets a notification. A one-to-one chat has no mentions, because the other person already gets every message. In a channel, @channel and @here notify everyone. See who read your message. Point at your message, open More and choose Message info . In a group you can also click \"Seen by\" under your message. The window lists who has seen the message, who has received it and who it was only sent to. Call or e-mail from a message. Phone numbers and e-mail addresses in messages are links. A phone number starts a call from your 9bx phone if you have one, or from your device's phone app otherwise. An e-mail address opens a new e-mail in a new tab. Calls Start a call with the phone button at the top of a conversation. The people in it get an incoming call card on whichever page they are on, with Accept and Decline . Keep working during a call. Click Minimize on the call panel, or just go to another page. The call keeps going in a small floating widget that shows the conversation, the call time, Mute , Show the call and the red hang-up button. Drag the widget anywhere on the screen; it remembers its place. Click the conversation name to open the chat again. When nobody else is there. If you are alone in a call for two minutes, 9bx asks \"No one else is here\" and shows a countdown. Choose Stay to keep waiting or End now to hang up. If you do nothing, the call ends by itself after five minutes alone. After a call the call card in the conversation shows how long it lasted, and the Join button goes away. Team chat calls are separate from your phone line's calls: they do not show in the phone panel or its call history. Administrators set channel creation, message retention and calls, and connect project tools, in Team chat: settings and integrations. Tips - Closing the browser tab leaves the call. Moving between pages does not. - On a phone screen the call widget sits at the bottom. Drag it if it covers a button. Troubleshooting Problem What to do \"The call did not connect. Check your phone line, then try again.\" Your 9bx phone is not connected. Open the phone button at the bottom of the screen, wait until it shows that it is ready, then call again. The call button is greyed out Point at it to see why. Usually you or the other person has no phone line yet. Ask your administrator. \"This window could not be shown.\" Close the window and try again. If it keeps happening, contact 9bx support.",{"slug":179,"title":180,"group":180,"text":912},"Tasks & support Everything that is waiting for you today: your to-dos, customer tickets, outages and your calendar. The Tasks & support section of the menu holds four pages. The setup pages that control them live under CRM → CRM settings → Tickets and service . Menu item What it is for Guide My tasks Follow-ups, call-backs and to-dos with reminders My tasks Tickets The help desk: customer requests, SLA, automation Tickets Incidents Group tickets that share one outage Incidents Events Your own calendar of meetings and visits Events and calendar The tickets menu is under CRM → Service in the current layout; see the Menu map. Setup and reports: - Ticket setup: General settings, Teams, Statuses, Templates, Task categories, Task areas, Email channel, Web forms. - Ticket fields: your own fields on tickets, a ticket form per category or service, the list filter, macros, workflows and web forms. - Customer's devices and assets: the devices and material recorded with a client, on the ticket, the client page and the incoming call. - Ticket macros and split: one-click replies with ticket changes, splitting a ticket, who else is on a ticket. - Field visits: send a technician from a ticket, with shift and leave from HR; the technician's day, report and photos. - Payment links: ask a customer to pay by SMS link (bKash, Nagad, bank) and confirm the payment. - Assignment routing: skip people on leave, off shift or away on the phone when tickets and chats are given out. - SLA policies and reports: response and resolution targets, escalation, SLA compliance and CSAT reports. - Customer self-service: the public ticket page, web forms and the satisfaction (CSAT) survey. Which items you see depends on your role and your plan. If a page is missing from your menu, ask an administrator for the permission. The Tickets and Incidents pages need the Tickets module in your plan.",{"slug":213,"title":214,"group":180,"text":914},"Assignment routing When tickets and live chats are given out automatically, skip the people who are not working right now: on leave, outside their shift, or away on the phone system. Contents: Who can use it · Turn it on · Right now · How it works · Example · FAQ Who can use it Staff who manage ticket settings. Where: CRM → CRM settings → Tickets and service → Assignment routing (classic menu: Tickets settings → Assignment routing ). Turn it on Switch What it does Skip people on leave Skips anyone with approved leave in HR today Skip people outside their shift Skips anyone whose HR shift does not cover this moment (holidays, weekly offs and night shifts included) Skip people away on the phone system Skips queue agents in the states you pick: Logged out , On break (the default), and optionally On a call , Ringing , Wrap-up Ticket auto-assignment \u002F Live chat routing Which kinds of work the rules apply to When everyone is skipped Leave it unassigned (in the queue) or Assign anyway Every change is saved at once (\"Routing saved.\"). All switches are off until you turn them on, so nothing changes for you before that. Right now The Right now list shows your active members and, for each, Available or why they would be skipped at this moment ( On leave , Off shift , Phone: On break ). Use it to check your rules before a busy shift. How it works - Ticket auto-assignment rules (the call's agent, the category owner, a team by round robin or fewest open tickets) and team assignment try the next person when one is skipped. A rule that names one person moves on to the next rule. - Live chat gives the chat to the least busy online agent who is not skipped; if nobody is left the chat waits in the queue. - People without an HR record or without a queue extension are never skipped for that rule. Example scenario Night shift starts at 20:00. With Skip people outside their shift on, a ticket created at 21:00 goes to Selim (night shift) instead of Karim (day shift, gone home). When Selim presses break on his phone, new chats go to the other night agent. Troubleshooting and FAQ Tickets stay unassigned. Everyone in the rule was skipped and When everyone is skipped is Leave it unassigned . Check Right now , or choose Assign anyway . Someone on leave still got a ticket. The leave must be approved in HR, and Skip people on leave must be on for Ticket auto-assignment .",{"slug":201,"title":202,"group":180,"text":916},"Customer's devices and assets See everything the Assets module records as being with a client: devices installed at their premises (any type: a router, a set-top box, a meter, a laptop) and material issued to them (such as cable). Link the ones a ticket is about, so whoever works on the ticket knows exactly which device to check. Who can use it Anyone who can see tickets sees the devices on a ticket; linking and removing needs permission to update tickets. The client page's Devices tab is for anyone who can see clients. Devices are recorded in Asset management (installing a device at a customer, issuing material to a customer). On a ticket The Customer's devices \u002F assets card on the ticket page has: - On this ticket : the items linked to the ticket. Remove from the ticket (×) unlinks one. - With this client : the client's other items. Tick the ones the ticket is about and select Link 1 item (or Link 2 items ...). - Find a device : search any device by tag, serial number, MAC or IMEI, for example when the client brings a device that is not recorded with them. Each item shows its name, category, tag, serial number and other identifiers (MAC, IMEI), since when it is with the client, and its status: With the client , Issued , Recovered or Not recovered . Linking and removing are written to the ticket's history. When you create a ticket for a client who has devices, the Customer's devices \u002F assets card on the right lists them; tick the ones the ticket is about. On the client page The Devices tab lists the same items for the client. Switch on Show earlier items to also see devices that were taken back or not recovered. On an incoming call When a known client calls, the call pop-up shows their devices (the latest five) under Devices and assets , next to their open tickets. Example Karim Uddin calls: \"My internet is down.\" The call pop-up shows his router WR-1. The agent creates a ticket, ticks WR-1 in Customer's devices \u002F assets and saves. The technician opening the ticket sees the router's serial number and MAC address without asking.",{"slug":192,"title":193,"group":180,"text":918},"Events and calendar Your own calendar of meetings, site visits and reminders, with a calendar view and a list view. Who can use it Anyone with the events permission. The calendar is yours : \"Your own calendar - nobody else can see these events.\" Where: Tasks & support → Events . To connect Google or Outlook and share booking links, see Calendar and booking links. The Events page in Calendar view. The screen Element What it does Calendar \u002F List Month-style calendar, or a table of events Search events Find an event by title Type, repeat and status filters All types , All repeats , All statuses Add new Create an event. Clicking a day offers Add on this day Row actions Open details, edit, Mark complete , Reopen , Cancel event , delete Event fields Title, type, Start Date and time, end, Repeat (and Repeat until , or \"Never ends\"), Color , Attach to (a client, lead or similar record), Remind me (on the day, or the day before; a repeating event is reminded before each occurrence) and description. Deleting an event removes it together with every repeat of it. Add an event 1. Open Events → Add new . 2. Enter a title, choose the date and time, and a colour. 3. To repeat it weekly, choose Repeat and set Repeat until . 4. Use Attach to to link it to a client so it shows on the client's timeline. 5. Choose a reminder and save. Example scenario A field engineer books site visits. Imran adds \"Fibre splice check - Uttara office\" for Thursday 11:00, attached to the client, reminder \"The day before\". After the visit he opens the event and chooses Mark complete ; it also appears in the client's Activity timeline. Tips and FAQ - Events I booked through a booking link are not here. They appear when the calendar is connected and sync has run; use Sync now in Calendar & booking. - \"Couldn't load your calendar\". Check your connection and try again. Related pages Calendar and booking links · My tasks · Clients",{"slug":207,"title":208,"group":180,"text":920},"Field visits Send a technician to the customer from a ticket: pick the day and time window, choose someone who is actually working then (their shift and leave come from HR), and follow the visit from \"on the way\" to \"done\" with a report and photos. Contents: Who can use it · Schedule a visit · Choose the technician · The technician's day · Change or cancel · The schedule · Example · FAQ Who can use it - Schedule, change and cancel visits: staff who may schedule visits (usually dispatchers and team leads). Existing roles that can update tickets get this. - Work their own visits: technicians see My visits and move their own visits on. Existing roles that can see tickets get this. - See the whole schedule: staff who may list all visits. Where: the Field visits card on a ticket, and Tasks & support → Field visits (classic menu: Tickets → Field visits ). The page needs the Tickets module. Schedule a visit from a ticket 1. Open the ticket. In the right column find the Field visits card and click Schedule visit . 2. Set Day , From and To (the time window you promise the customer). 3. Choose the Technician (see below). 4. Address is filled from the ticket's customer address; change it if needed. 5. Add Instructions for the technician (what to bring, who to ask for). 6. Optional: link an Asset work order when the visit carries out a maintenance job from Asset management. 7. Click Schedule visit . You see \"Visit scheduled.\" The technician gets a notification, the visit appears on their day, and the ticket's activity shows \"Field visit scheduled\". Choose the technician The list shows every active employee who has a login, with: Label Meaning On shift 09:00–17:00 (green) Their HR shift covers the start of your window Off shift (14:00–22:00) (amber) They work that day, but not at that time Weekly off , Holiday , Day off They do not work that day On leave (red) Approved leave that day Not in HR No employee record, so their shift is unknown Busy then They already have a visit that overlaps your window 2 visits that day How many visits they already have People who are free come first. You can still pick anyone: the labels are a guide, not a block. The technician's day Open Field visits → My visits . Use the arrows or the date to move between days, Today to come back. Each visit card shows the time window, the ticket, the customer (tap the phone number to call), the address with a Map link, the instructions and any linked work order. Work it step by step: 1. On the way when you leave. 2. I have arrived when you reach the customer. With Share my location when I arrive ticked, your phone's position is saved with the visit (your browser asks once for permission). If you refuse or have no signal, the step still works without it. 3. Add photos of the installation or the fault, as many as you need (pictures only). 4. Write the Report (what you found and what you did) and tap Mark done . Steps can be skipped forward (for example straight to I have arrived ) but never back. Every step, photo and the report show on the ticket's activity; the photos also appear in the ticket's attachments. Change or cancel a visit On the ticket's Field visits card, an open visit has Change (another technician, day or window; the new technician is notified) and Cancel visit (with an optional reason). A done or cancelled visit cannot be changed. The schedule Field visits → Schedule lists every visit between two days, grouped by day, filtered by status ( Active by default: scheduled, on the way, arrived). It follows your branch access like the ticket list. Example scenario Karim Uddin calls: no internet since morning. Nadia (dispatcher) opens his ticket, clicks Schedule visit , sets today 15:00–16:00 and sees that Selim is On shift 09:00–17:00 with no other visits, while Jamal is On leave . She picks Selim, writes \"Bring a spare ONU\" and links the router's work order. Selim taps On the way , then I have arrived (location shared), photographs the replaced ONU and writes \"Replaced the ONU, link is up\". Nadia sees each step on the ticket and closes it. Troubleshooting and FAQ The technician list is empty. Only active employees with a login are listed. Add the person in HR and give them a login. Everyone shows \"Not in HR\". The people have no employee record, or no shift is set for them. Shifts come from HR → Shifts. The location is missing on an arrived visit. The technician refused the browser's location request, had no signal, or unticked Share my location when I arrive . It is optional. I cannot see My visits. Your role needs permission to work your own visits; ask an administrator.",{"slug":189,"title":190,"group":180,"text":922},"Incidents Group the tickets caused by one outage, and optionally tell callers about it in your phone menus. Who can use it Staff with the ticket permissions. The Tickets module must be in your plan. Where: CRM → Incidents . The screen A table of incidents with Incident Number , title, status, the affected area or category, Ticket Count , Calls and whether it is Announced . New incident creates one; row actions edit or delete it. Incident fields Field Meaning Title and details What happened Status Open, Resolved or Closed Affected area The area, or Any area Affected category The task category, or Any category Announce in phone menus Callers in the affected area (everyone, if no area is chosen) hear a message before the menu Recorded message An audio file from the Audio library, for example \"Fibre cut near Khalishpur, fix expected by 6 pm.\" Create an incident 1. Open Incidents → New incident . 2. Enter a title and choose the affected area and category . 3. To warn callers, switch on Announce in phone menus and pick a Recorded message . 4. Save. With the ticket automation Incident linking on, every new ticket of that area or category is linked to the incident while it is open. 5. When the fix is done, set the status to Resolved , then Closed . Example scenario A fibre cut in Khalishpur: Rubel, the support lead, creates the incident \"Khalishpur fibre cut\" with an announcement. During the next hour 40 tickets arrive and link themselves to the incident, so the team sees at once that they are one problem and can answer them with one message. Tips and FAQ - Tickets are not linking. Switch on Incident linking in Ticket setup → General and check that the ticket's area or category matches the incident. - A client's Area (set on the client record) decides whether an outage message is played on their calls. Related pages Tickets · Ticket setup",{"slug":183,"title":184,"group":180,"text":924},"My tasks Your personal to-do list: follow-ups, call-backs and reminders, linked to the clients, leads and tickets they are about. Contents: Who can use it · The screen · Add a task · Work through tasks · Example · Tips · FAQ Who can use it Anyone with the task permissions of the CRM module. You see your own tasks by default. Managers who may see other people's tasks get the extra Whose tasks filter. If you see \"You cannot see tasks\", ask an administrator for the task permissions. Where to find it CRM → Tasks. The menu item shows a badge with your overdue tasks. The same task list also appears inside a client record ( Tasks tab) and inside the lead, ticket and contact records, already filtered to that record. The My tasks page. The screen Element What it does Overdue \u002F Today \u002F Upcoming \u002F Done tabs Group tasks by when they are due. \"Upcoming\" also holds tasks with no date. \"Done\" shows tasks you ticked off or cancelled. List \u002F Week Switch between a simple list and a week calendar. In Week view use Previous week , This week and Next week . New task quick box Type a title and press Enter. Pick No date , In an hour , This evening , Tomorrow or Next week for a quick due time, or choose More options . Search tasks Searches task titles. Whose tasks Assigned to me , Mine and ones I gave , or Everyone (managers only). Priority filter Any priority , Urgent, High, Medium, Low. Linked to anything Narrow to Client tasks , Lead tasks , Ticket tasks , Contact tasks or Not linked . Hide done \u002F Show done Show or hide finished tasks in the list. Clear filters Resets every filter. Show more (n) Loads the next page of tasks. Task fields Field Notes Task A short title, for example \"Call back about the router\". About Optionally link the task to a client, a lead or a contact. Due Date and time. Required if you want a reminder or a repeat. Priority Urgent, High, Medium or Low. Repeat Does not repeat, Daily, Weekly or Monthly. When you finish a repeating task the next one is scheduled automatically. Reminder None, at the due time, or minutes, hours or days before. Assigned to The person who must do it. They are reminded and told when it is overdue. Notes Anything the assignee should know. Add a task 1. Open CRM → Tasks . 2. In the New task box, type \"Call Rahim Uddin about the fibre upgrade\". 3. Press Enter to save it with no date, or choose Tomorrow to set a due time first. 4. To add details, click More options , set Priority , Reminder and Assigned to , then Add task . Work through tasks - Mark as done: tick the task or choose Mark as done . A repeating task shows \"Task done. The next one is scheduled.\" - Open again: from the Done tab choose Open again . - Edit task \u002F Cancel task \u002F Delete: use the More actions menu. Delete cannot be undone; Cancel keeps the task in the Done tab. - Remind me to call back: from a call, you can create a \"Call back {name}\" task directly. Example scenario Nusrat, a sales executive at a Dhaka ISP, finishes a call with Tahmina Akter, who wants a corporate quote. Nusrat adds the task \"Send corporate quote to Tahmina\" linked to the client, due tomorrow 10:00, priority High, reminder \"1 hour before\". The next morning at 09:00 she gets the reminder. After sending the quote she ticks the task. Her manager, using Whose tasks → Everyone , can see that nothing is overdue. Tips - Link tasks to the client or lead so the task shows on their record and timeline. - Use Repeat → Monthly for routine jobs such as a monthly account review. - Assign a task to a teammate to hand over a follow-up; you can still see it with Mine and ones I gave . Troubleshooting and FAQ I set a reminder but it says \"Set a due date to be reminded before it.\" A reminder is counted from the due time, so give the task a due date first. A repeating task will not save. A repeating task needs a due date. I cannot see my colleague's tasks. Only users with permission to see other people's tasks get the Everyone option. Related pages - Clients (Tasks tab) - Leads - Workflows and Sequences can create tasks automatically.",{"slug":210,"title":211,"group":180,"text":926},"Payment links Ask a customer to pay a bill or charge by link: they open it on their phone, see the amount and how to pay (your bKash, Nagad or bank account), pay, and type the transaction ID. Your team checks it and marks the link paid. Contents: Who can use it · Set up how customers pay · Request a payment · What the customer sees · Confirm a payment · The list · Example · FAQ Who can use it - See payment links: staff who may see tickets get this. - Create and send links: staff who may update tickets get this. - Mark paid or cancel: only the people and roles picked under Who can confirm payments in the payment settings. When nobody is picked, everyone whose role has the Confirm payments permission (roles that could update tickets have it). Others do not see Mark paid or Cancel . - Payment settings: staff who manage ticket settings. Where: the Payment links card on a ticket, and Tasks & support → Payment links (classic menu: Tickets → Payment links ). Set up how customers pay 1. Open Payment links and click Payment settings . 2. Under Accounts to pay into , click Add account for each way to pay: a name ( bKash merchant ) and the number or account ( 01811-000000 ), with an optional note ( Use Payment, not Send Money ). 3. Write Instructions shown on the payment page, for example \"Write your customer ID as the reference\". 4. Set Links stay open for (days) (0 keeps links open until paid or cancelled). 5. Under Who can confirm payments , pick People and\u002For Roles (several of each) who may mark links paid or cancel them, for example your accounts team. Leave both empty to let every role with the Confirm payments permission do it. 6. Save . Payments go straight to your own accounts; 9bx never holds the money. Online checkout through a payment gateway with your own merchant account can be added later by 9bx support. Request a payment from a ticket 1. On the ticket, find the Payment links card and click Request payment . 2. Enter the Amount (in your workspace currency), What it is for and, if you have one, the Bill or invoice no. 3. Customer name and Customer phone come from the ticket; change them if needed. 4. Keep Send it by SMS now ticked to text the link right away. 5. Click Create link . The link gets a number such as PAY-0012 . From the card you can also Copy link (to paste in WhatsApp or chat) or send it again by SMS , WhatsApp or Email . Messages go through your own messaging connections and follow your consent and quiet-hour rules. What the customer sees The link opens a simple page with your organization's name, what the payment is for, the amount, your accounts and instructions. Under Already paid? the customer chooses how they paid, types the Transaction ID and taps Send . The link then shows Reported paid to your team, and the ticket's activity says \"Customer reported paying PAY-0012 by bKash merchant\". A paid, cancelled or expired link tells the customer it is closed. Confirm a payment 1. Check the transaction ID in your bKash, Nagad or bank statement. 2. On the link, click Mark paid . Paid by and Transaction ID are filled from what the customer reported; correct them if needed. 3. Click Mark paid . The link shows who confirmed it and when. You can mark a link paid without a customer report too (for example cash at the office). Cancel closes an open link. The payment links page The top shows Waiting to be paid (open and reported links), Reported paid (to check) and Paid in 30 days . Search by number, customer, phone or transaction ID, and filter by status: Open , Reported paid , Paid , Cancelled , Expired . Each row shows whether the customer opened the link and how many times it was sent. Example scenario Rahim Uddin's October bill is due. Sumi opens his ticket, clicks Request payment , enters 1,200, \"October internet bill\", bill no. INV-2041 , and sends it by SMS. Rahim pays the bKash merchant number on the page and types 8N7A6B5C4D . Sumi sees Reported paid , finds the transaction in the merchant statement and clicks Mark paid . Troubleshooting and FAQ \"The message could not be sent\". Your SMS connection is not set up or refused the number. Check Messaging settings , or copy the link and send it another way. The customer says the link is closed. It expired or was cancelled. Create a new link. I cannot see Mark paid. You are not among the people or roles picked under Who can confirm payments , or (when nobody is picked) your role lacks Confirm payments . Ask an administrator. Can the customer pay by card online? Not yet through 9bx; ask 9bx support about connecting your own payment gateway account.",{"slug":216,"title":217,"group":180,"text":928},"SLA policies and reports Promise your clients a response and resolution time, get warned before you miss it, and report on how often you keep the promise. Contents: Who can use it · SLA policies · Create a policy · How the SLA runs on a ticket · SLA compliance report · CSAT report · Example · FAQ Who can use it Managers and administrators with the SLA policy permission (setup) and the report permissions (reports). Needs the Tickets module. Where: CRM → CRM settings → Tickets and service → SLA policies . The reports open from the same area; the SLA report has a SLA policies shortcut. SLA policies One policy applies per ticket priority . A ticket gets its SLA from the policy of its priority. Column \u002F field Meaning Policy name Your label Priority The ticket priority it applies to First response Target in minutes for the first answer to the client Resolution Target in minutes to resolve Warn at (% of time used) Raises an \"At risk\" warning when this share of the time has passed (1 to 99). Leave empty for no warning On breach What happens, once, when a clock passes its target: Notify (a person or department), Reassign (escalate to a person or department), Raise priority (one step up), Add watchers Escalation levels Extra steps that run once each a number of business minutes after the breach: Add level , then Add action . Each level applies to Both clocks, First response only or Resolution only Times count business minutes. Targets are not changed when the priority is raised by an escalation. Create a policy 1. Open SLA policies → Add new policy . 2. Enter the Policy name and choose the priority. 3. Set the first response and resolution minutes, for example 30 and 240 for High. 4. Set Warn at to 80. 5. Under On breach choose Notify , target Ticket's team . 6. Optionally add Level 1 : after 60 minutes past the breach, Reassign to the duty manager. 7. Save. How the SLA runs on a ticket - The ticket shows two clocks: First response and Resolution , each On track, At risk, Breached, Met or Missed. - A status that Pauses the SLA (for example \"Waiting for customer\") stops the clocks; the due times move on when work resumes. - A status that Counts as resolved stops the clocks. - The Escalation history on the ticket lists warnings, breaches and each escalation level. SLA compliance report Shows first-response and resolution targets met, by period. - Filters: date range, All priorities , All teams , All agents , Clear filters . - Cards: Tickets with an SLA, First response met, Resolution met, First responses missed, Resolutions missed. - Weekly trend and tables by Priority, Team, Agent and Week. - Download CSV exports the current view. CSAT report Shows customer satisfaction after tickets are resolved: CSAT (share of answers scoring 4 or 5), Average score, Answers, Response rate, Scores distribution, CSAT by week , tables by Agent, Team and Week, and the clients' Comments . Download CSV is available. If the page is empty, turn on CSAT survey in Ticket setup. Example scenario An ISP sets High: 30 min first response, 4 hours resolution, warn at 80%. At 24 minutes a ticket turns \"At risk\" and the team lead is notified. At 30 minutes it breaches; the policy reassigns it to the duty manager. The weekly report shows the Dhaka team met 92% of first responses. Troubleshooting and FAQ A ticket has no SLA. There is no policy for its priority. Create one. The SLA clock is not running. The ticket is in a status that pauses the SLA, or it is resolved. I see \"No access to the SLA report\". Ask an administrator for the report permission. Related pages Ticket setup · Tickets · Customer self-service",{"slug":198,"title":199,"group":180,"text":930},"Ticket fields Ask for the details your team needs on a ticket: a contract number, the router model, the date the fault started. Group fields into ticket forms and choose which categories or services each form is for. A \"Fibre cut\" ticket can ask for the cut length while a \"Billing\" ticket asks for the invoice number. Who can use it People who can open Ticket settings set up the forms. Anyone who creates or edits tickets fills them in. Where: CRM → CRM settings → Tickets and service → Ticket fields . The Ticket fields page Each ticket form is a card with its name, where it applies ( Every ticket , or the categories and services it is for), and its fields with their type. Required and Web form badges show which fields must be filled in and which are also asked on your public web forms. Edit and Delete are at the bottom of each card; New ticket form is at the top. Create a ticket form 1. Open Ticket fields and select New ticket form . 2. Enter a Form name , for example \"Connection details\". 3. In Categories , pick \"Fibre cut\" and \"No internet\". Leave Services empty. A form with no category and no service is asked on every ticket. 4. Add fields with Add field . For each field set: Setting Meaning Label The field's name on the form, for example \"Cut length (m)\" Type Text, Long text, Number, Date, Dropdown, Multiple choice, Checkbox or File Choices For Dropdown and Multiple choice: type a choice and press Enter Placeholder , Help text Hints shown in and under the field Required The ticket cannot be saved without an answer (a required checkbox must be ticked) Ask on web forms Also asked on your public web forms (not for files) Filter in ticket list Offered in the ticket list's Field filter Active Switch a field off to stop asking it, keeping earlier answers 5. Use the arrows to change the order, then select Save . Filling in the fields On Create ticket and Edit ticket , the fields of the chosen category and service appear below the description, grouped by form. Changing the category changes the fields. A file field takes files from your Drive; files already on the ticket can be removed with ×. On the ticket page the Ticket fields card shows every answer. Edit opens the ticket form. Tickets the system opens by itself (from an email, a voicemail or a missed call) are not stopped by required fields; fill them in when you work on the ticket. Finding tickets by a field In the ticket list, open Field , pick a field and the value: - text: tickets whose answer contains what you type; - a choice or a checkbox: tickets with that answer; - a number or a date: From and To (either can be empty). Macros, workflows and web forms - Macros: in a macro, Set ticket fields sets answers when the macro is applied. A field the ticket's category does not ask is left out; a value that no longer fits (a removed choice) is skipped. - Workflows: choose the trigger A ticket is created . Conditions can test the ticket's priority, source, category, service, team, subject, tags and any ticket field. Actions: assign, update a field (priority or a ticket field), add a tag, notify. - Web forms: fields marked Ask on web forms appear on ticket web forms; a field for some categories appears once the visitor picks one of them. - API: tickets created through the API can send answers to ticket fields by their key; tickets read through the API include the answers. Tips and FAQ - A field's key (shown in small grey text when you edit it) never changes, so renaming a field keeps its answers, macros and workflows working. - Deleting a form stops asking its fields. Answers already given stay in the ticket's history. - A field does not show on my ticket. Check the form and the field are active and the ticket's category or service is one the form is for.",{"slug":204,"title":205,"group":180,"text":932},"Ticket macros, split and working together Answer common requests in one click, move a second problem into its own ticket, and see who else is working on a ticket right now. Contents: Who can use it · Macros · Create a macro · Apply a macro · Split a ticket · Working together · Example · FAQ Who can use it - Use macros: staff who may see macros and update tickets. An internal-note macro also needs the right to read internal notes. - Personal macros: staff who may create personal macros. Only they see their own. - Shared macros: staff who may manage shared macros (usually team leads). A shared macro is offered to everyone who uses macros, and only these people can change or delete it. - Split a ticket: staff who may split tickets. Splitting counts as a new ticket against your plan's ticket limit. Existing roles that can update tickets can use and create personal macros; roles that manage ticket templates can manage shared macros; roles that can merge tickets can split them. Where: CRM → CRM settings → Tickets and service → Macros (classic menu: Tickets settings → Macros ), and the Macros and Split buttons at the top of a ticket. Macros A macro is a saved reply (or internal note) plus changes to the ticket, done together: Part What it does Message A Reply to client or an Internal note . Variables such as {{client name}} , {{ticket id}} , {{agent name}} and {{hotline}} are filled from the ticket. Optional. Set status Moves the ticket to a status, for example \"Waiting on client\". Set priority Low, Medium, High or Urgent. Assign to Replaces who holds the ticket. Assign to whoever applies the macro gives it to the person who clicks. Add tags \u002F Remove tags Adds or removes tags (case does not matter). A macro must do at least one thing: a message or a change. The Macros page has the tabs All , My macros and Shared macros , a search box, and one card per macro with its message, its changes, how often it was used and when. Inactive macros are greyed and not offered on tickets. Create a macro 1. Open Macros and select New macro . 2. Type a Name (for example \"Waiting on client – line check\") and, if you like, a Description . 3. Under Who can use it , switch on Shared with the team to offer it to everyone (only if you may manage shared macros). Otherwise it is personal. 4. Under Message , pick Reply to client or Internal note and write the text. Click a variable to add it. 5. Under Changes to the ticket , pick what should change. Leave a field empty to keep it as it is. 6. Select Create macro . To change a macro, use the pencil on its card; to remove it, the bin. Tickets a macro was applied to keep their replies and changes. Apply a macro on a ticket 1. Open the ticket and select Macros . 2. Pick a macro on the left. On the right you see Message for this ticket with the variables already filled, and the changes as small chips. 3. Edit the text if this ticket needs something different. The saved macro does not change. 4. Select Apply macro . The reply is sent (by email, as any reply), then the status, priority, people and tags change. Everything shows in the ticket's history with \"Macro … applied\". Insert text only puts the message into the reply box without changing the ticket, so you can finish it and send it yourself. If someone replied while you were looking, you are asked first: Read it first stops (nothing is sent or changed), Apply anyway goes ahead. If the macro's status is not used in this ticket's branch, the rest is applied and you are told the status was left as it was. Split a ticket Use this when a client raises a second problem inside one ticket. 1. Open the ticket and select Split . 2. Check the Subject of the new ticket . 3. Tick the messages about the other problem. 4. Select Split n messages . The messages move, with their files, into a new ticket for the same client, with the same priority, service, team, category and the same people. You are taken to the new ticket. Both tickets show a link: Split from on the new one, Split into on the old one, and both histories record it. A client who answers one of the moved emails lands on the new ticket. If an agent's answer is among the moved messages, it counts as the new ticket's first response. Internal notes can only be picked by staff who may read them. A ticket that was merged into another cannot be split. Working together on one ticket At the top of a ticket you see who else has it open, and \"… is replying\" while a colleague is typing a reply. When someone else's reply or note is saved, a bar offers to show it. If you send a reply after someone else already answered, you are asked Read it first or Send anyway . This also protects macros. Example scenario At a Khulna ISP, many clients write \"my internet is slow\" in the evening. The team lead creates a shared macro \"Slow speed – line check\": a reply asking the client to restart the router, status \"Waiting on client\", tag \"speed-check\" and Assign to whoever applies the macro . Agent Sumi opens Mr Karim's ticket, sees Rahim is already viewing it, and waits. Rahim applies the macro in one click. Mr Karim later adds a billing question in the same thread; Rahim selects Split , ticks those two messages and creates \"Wrong bill (split)\", which the billing team picks up. Troubleshooting and FAQ I do not see the Macros button. You need the rights to use macros and to update tickets. A merged ticket shows no Macros button. I cannot switch on Shared with the team. Only people who may manage shared macros can share one. The Split button is missing. You need the split right, and the ticket must have at least one message. \"Write a message or pick at least one change to the ticket.\" A macro must do something. Related pages Tickets · Ticket setup · Incidents",{"slug":195,"title":196,"group":180,"text":934},"Ticket setup Configure how tickets are numbered, routed, answered and closed: teams, statuses, templates, categories, areas, the email channel and web forms. Contents: General · Teams · Statuses · Templates · Task categories and task areas · Email channel · Web forms · Example · FAQ Who can use it Administrators and managers who hold the matching setup permission for each page. SLA policies have their own guide: SLA policies and reports. The Tickets module must be in your plan. Where: CRM → CRM settings → Tickets and service , with the pages General, Teams, Statuses, SLA policies, Templates, Task categories, Task areas, Email (Gmail \u002F Outlook) and Web forms. General settings CRM → CRM settings → Tickets and service → General has three tabs: General , Mailbox and Self-service . Auto-assignment Rules are checked from top to bottom and the first match wins. Rule What it does Ticket created from a call Goes to the agent who answered or placed the call Category has an owner Goes to the owner set on the ticket's task category Otherwise, a team member Goes to one of the chosen Team , picked by Round robin or Fewest open tickets Automation and CSAT Switch What it does CSAT survey A resolved ticket asks the client to rate the help Merge duplicates Flags a new ticket that repeats an open one so an agent can merge them. Nothing is merged automatically. Set Look back (hours) Incident linking A new ticket of an area or category with an open incident is linked to that incident Auto-nudge clients Emails one reminder to clients whose ticket has waited on them. Set Remind after (days). Needs the email channel Missed-call follow-up A missed call from outside gets a callback task or a ticket ( Follow up with ) Create ticket from voicemail Every new voicemail opens a ticket that plays the message Close resolved tickets after (days) Resolved tickets move to Closed after this many days. Leave empty to keep them resolved The Self-service tab controls the public ticket page; see Customer self-service. Teams Teams group agents so that tickets given to a team reach all its members. 1. Choose New team . 2. Enter a name and purpose, pick a Team lead (always a member) and the Members . People may be in several teams. 3. Choose the Ticket routing : Manual (tickets wait in the team queue), Round robin (each new ticket goes to the next member) or Fewest open tickets . 4. Select Create team . Deleting a team does not delete its tickets; they stay with their assignees but leave the team. Statuses Statuses are the steps of your workflow and the columns of the ticket board. Column \u002F option Meaning Name, Order Position on the board. Columns run left to right from 1 Colours Light and dark background and text colours Counts as resolved The SLA clock stops and the ticket counts as Resolved Default for new tickets Email, web form, voicemail and API tickets start here, and a client reply reopens a resolved ticket into it. A resolved status cannot be the default Pauses the SLA The SLA clocks stop while a ticket sits here, for example \"Waiting for customer\" Create one with New status ; edit or delete from the row actions. Templates Reusable text for ticket replies and SMS. Insert one in any reply by typing \u002F . 1. Choose New template . 2. Enter a Template name , choose the Channel (SMS or Ticket reply), the Language and optionally a category. 3. Write the Body . Click a variable to insert it at the cursor. Unknown variables block saving. 4. For a ticket reply you may set Also send SMS . 5. Save template . Task categories and task areas - Task categories classify tickets (for example \"Billing\", \"Slow internet\", \"New connection\"). Each can have an Owner : new tickets of that category go to the owner when the \"Category has an owner\" rule is on. - Task areas are locations or zones (for example \"Mirpur\", \"Khalishpur\"). An area can belong to a category. Both pages work the same way: New task category or New task area , then edit or delete from the row actions. Email channel Open Ticket setup → General → Mailbox (the tab) for the support mailbox. There is also a separate page, Email (Gmail \u002F Outlook) , which connects a personal mailbox to the CRM; that one is explained in Email sync. Section Fields Email replies to clients Switch on to email every public reply (never an internal note), threaded on the ticket. From name and Support address (clients write to this address) Outgoing mail (SMTP) Optional. Without your own SMTP server mail is sent by 9bx from the platform address. With your own: host, Port , Encryption (SSL\u002FTLS, STARTTLS, None), Username , Password (for Gmail or Outlook create an app password) Incoming mail (IMAP) Turn emails into tickets : the inbox is checked every minute; only mail arriving after you switch it on is read, and messages are never moved or deleted. IMAP host, Folder Acknowledgement Sends one automatic email when a new ticket opens, with its number. Use {ticket} and {client} in the subject or message Tests Send test email , Test inbox Web forms Web forms are also found here; they are explained in Customer self-service. Example scenario A Dhaka ISP sets up its desk. The admin creates the statuses New (default), In progress, Waiting for customer (pauses the SLA), Resolved (counts as resolved) and Closed. Two teams, \"Support Dhaka\" (round robin) and \"Billing\" (least open). Categories Billing, Slow internet and New connection, with the billing manager as owner of Billing. Areas Mirpur, Uttara and Khalishpur. Finally the admin connects the support mailbox so emails to support@isp.example become tickets. Troubleshooting and FAQ Emails to support do not become tickets. Check that Turn emails into tickets is on, that the IMAP details are right (use Test inbox ) and remember only mail arriving after switching it on is read. \"A status that counts as resolved cannot be the default for new tickets.\" Pick another status as the default. Template will not save. It contains an unknown variable; remove it or pick one from the li",{"slug":186,"title":187,"group":180,"text":936},"Tickets The help desk: log every customer request, assign it, track the SLA, reply by email, SMS or WhatsApp, and close it. Contents: Who can use it · The ticket list · Create a ticket · The ticket page · Reply to a client · Merge tickets · Macros and split · Saved views · Bulk actions · Example · FAQ Who can use it Staff with the ticket permissions. Plan: the Tickets module must be in your plan. What you see in the list depends on your role: managers see All tickets ; agents see Mine & my team . Exporting needs the ticket export permission. Where: CRM → Tickets . The ticket list, Board layout. The ticket list Summary cards Open tickets, Total tickets, SLA at risk, SLA breached today, Avg first response, Resolved today, Resolved yesterday, From calls (percentage) and From voicemail. Scope tabs Tab Shows All tickets (managers) or Mine & my team Everything you are allowed to see My tickets Tickets you created My team Tickets of the teams you belong to Watching tickets Tickets where you are a watcher Assigned tickets Tickets assigned to you Filters, layout and columns - Search looks in subject, number, client, descriptions, replies and notes. Results show where the match was (Description, Reply, Note, Client, Number). - Filters: Status, Priority (High, Medium, Low) and SLA (On track, At risk, Breached). - Layout: Board (columns are your statuses; drag a ticket to change its status) or List . - List columns: Ticket number, Subject, Client, Status, Priority, Assigned to, Department, Team, SLA, Created. You can sort and show or hide columns. - Export downloads the current list as CSV or Excel. - New ticket opens the create page. Create a ticket 1. Click New ticket . 2. Choose an existing client with Select client , or choose New client and enter Full name, email, phone and address. 3. Fill in Subject , description, Priority , Task Area , Ticket Status and, if you use them, Ticket Template . 4. Use Add attachments for screenshots or documents. 5. Select Create Ticket . The selected client's details appear beside the form as a check. A ticket can also arrive by itself: from a phone call (create a ticket from the call), a voicemail, an email to your support address, a public web form or the API. The ticket page Area What it holds Header actions Show activities (history), Create task , Merge ticket , Move to archive , Update ticket SLA indicator First response and Resolution clocks with the state On track, At risk, Breached, Met or Missed; Paused while waiting on the customer; an Escalation history Ticket Replies The conversation: client replies, your replies, internal notes, call records and voicemails (with a player when you may listen) Properties Status, Priority, Assigned to, Group \u002F Department, Team, Task Category, Tags, Watchers, Service, Lead Customer view A private link the client can use to follow and answer the ticket, and the client's rating (see Customer self-service) Time spent The total time logged on the ticket and each person's share. Log time with Minutes , Day and an optional Note , then Log time . Each entry can be removed by the person who logged it (or by someone allowed to delete tickets); the ticket history records both. Presence Shows who else is viewing the ticket or typing a reply, so two agents do not answer at once Tickets are assigned automatically if auto-assignment is configured (see Ticket setup). Assignees must be members of the ticket's team. Email and web form tickets can also be answered from the shared inbox: see Chat inbox. Reply to a client 1. At the bottom of the ticket choose Reply to client or Internal note . 2. Type your message. Type \u002F to insert a Template ; use Mention someone to notify a colleague. 3. For a client reply you can set Also send by : Not by SMS or WhatsApp, SMS, WhatsApp, SMS and WhatsApp, or WhatsApp then SMS if not delivered. 4. Select Send reply (or Add note ). Below the box you are told what will happen, for example \"Reply will be emailed to ...\". An Internal note is never visible to the client. If someone replied while you were writing, you see \"Someone replied while you were writing\" and can choose Read it first or Send anyway . Merge duplicate tickets 1. Open the ticket you want to keep and choose Merge ticket ( Merge other tickets into this one ). 2. Under Likely duplicates tick tickets from the same client, phone or email. Use Find another ticket to search, and the Within n days choice to change the period. 3. Read \"Everything moves into ...\" and select Merge n tickets . Replies, notes, files, watchers and history move to the kept ticket. The merged tickets close and point to it; later email replies to them land on the kept ticket. When a new ticket repeats an open one, a banner offers Merge into it or Not a duplicate (this needs the Merge duplicates automation to be on). Saved views A view remembers your filters, search, sort, columns and layout. 1. Set up the list the way you want it. 2. Open Views → Save as new view… and give it a name. 3. Optional: Share with the team (everyone who can open tickets sees it; only you and other sharers can change it) or Open the ticket list with this view to make it your default. 4. Later use Save view to update it, Rename or share… , Stop opening by default or Delete view (this deletes only the view, never tickets). Bulk actions Tick tickets in List layout, or choose Select all n matching tickets . Then use Assign (replaces the assignees), Team (give tickets to a team, or No team ), Add tag with Apply , or Close tickets . Large selections run in the background and you are notified. Skipped tickets are listed with a reason: not visible to you, merged, already set, status not used in its branch, or no closed status. Example scenario At a Dhaka ISP, the line of Mr Karim in Mirpur drops at night. A support agent creates the ticket \"Frequent disconnects\", task area Mirpur, priority High. The SLA policy for High sets a first response of 30 minutes. The agent answers with the template \"We are checking",{"slug":31,"title":32,"group":32,"text":938},"PBX & Call Center Everything you need to take, make, route, monitor and improve phone calls in 9bx, from the daily screens your agents use to the setup pages your administrator uses once. The full menu in the current layout is in the Menu map. Contents - How the Phone area is organised - Daily use: the Phone menu - Setup: Phone → Setup and Advanced - Advanced setup - Suggested reading order - Words used in this guide How the Phone area is organised The phone system lives in two places in the left-hand menu: Where Purpose Typical user Phone Running the phones today: who is on a call, call history, voicemail, queues, campaigns. Agents, supervisors, receptionists Phone → Setup Building the phone system: extensions, trunks, routes, menus, hours, devices. Administrators Phone → Advanced Less common features: rate decks, number masking, call tracking, blocked numbers, conference rooms, paging, security, your own phone server. Administrators You only see the pages your role is allowed to use, and some pages only appear when your plan includes them. If a page is missing, ask your administrator (see each page's \"Who can use it\"). Every PBX & Call Center page opens at an address that starts with \u002Fpbx\u002F (for example \u002Fpbx\u002Fcall-history , \u002Fpbx\u002Fextensions , \u002Fpbx\u002Fqueues , \u002Fpbx\u002Flive-calls ). Older links that start with \u002Fcrm\u002F (bookmarks, emails, notifications) still work and open the same page under \u002Fpbx\u002F . Clients and tickets stay under \u002Fcrm\u002F . In the top bar you also have the web softphone , a phone inside the browser, and in your profile menu the Browser extension for click-to-dial. Daily use: the Phone menu Page What it is for Guide Phone dashboard Health and activity of the phone system at a glance Phone dashboard Live calls Who is on a call right now Live calls Call history Every call, with recordings and wrap-up notes Call history Voicemail Messages left on your extension Voicemail Call back People who rang and were not answered Call back Switchboard Operator console: transfer, park, pick up, monitor Switchboard Queues Hold callers in line until an agent is free Queues and wallboard Queue wallboard Live queue board for a wall screen Queues and wallboard Dialer campaigns Outbound calling by list Dialer campaigns Call insights Search transcripts and AI summaries Call insights Also for daily use: Web softphone and Browser extension. Setup: Phone → Setup and Advanced Page Guide Extensions & call groups Extensions and call groups Trunks Trunks and rate decks Inbound routes Inbound and outbound routes Outbound routes Inbound and outbound routes Call flows Call flows, IVR menus, office hours and audio IVR menus Call flows, IVR menus, office hours and audio AI receptionist AI receptionist Office hours Call flows, IVR menus, office hours and audio Audio library Call flows, IVR menus, office hours and audio Phone devices, IP phone guide Phone devices Do not call, Call outcomes, Dialer settings Dialer campaigns Advanced setup Page Guide Rate decks Trunks and rate decks Number masking Number masking Call tracking Call tracking Blocked numbers, Conference rooms, Paging & hot desk, Feature codes & security Advanced features Phone server, Import from 3CX, WhatsApp calling Phone server, 3CX import and WhatsApp calling Suggested reading order New phone system? Follow this path: 1. Trunks: connect your provider. 2. Inbound routes: add the number customers call. 3. Extensions: give your team lines. 4. Office hours and IVR menus. 5. Queues. 6. Phone dashboard to confirm everything is healthy. Words used in this guide Term Meaning Extension A short internal number (for example 1001) that belongs to a person or a shared desk. Trunk The connection to your phone provider that carries calls in and out. Inbound route A public number customers dial (the number itself is the \"Number\" field of the route). Ring group Several extensions that ring together or in turn. Queue A waiting line for callers, with agents who answer in turn. IVR menu An automatic \"press 1 for sales\" menu. Wrap-up The short note an agent saves after a call. The Phone group in the left-hand menu.",{"slug":92,"title":93,"group":32,"text":940},"Advanced features Blocked numbers, conference rooms, paging and hot desking, and feature codes and security. Contents - Blocked numbers - Conference rooms - Paging and hot desking - Feature codes and security - Example scenario - Tips - Troubleshooting - Related pages All four pages are under Phone → Advanced and need the matching permission (Blocked numbers, Conference rooms, Paging groups \u002F Hot desk, Phone system settings). Blocked numbers What it is for: refuse spam callers, and stop anyone dialling numbers they must not call. Where: Advanced → Blocked numbers Item Meaning Block a number Add a number. Match : Exact number or Starts with (a prefix). Any number format works. What to block Incoming , Outgoing or Both ways . What the caller gets Busy , Number not reachable or Drop silently . Reason A note for your team. List Number , Blocks , Caller gets , Blocked calls and last hit , Added by . Filter by Stops callers , Stops dialling , Both ways only . Unblock Removes it after confirmation. Blocking applies before everything else. Extensions that dial a blocked number get \"403 Forbidden\"; an extension can be exempted in its call settings. Every block is logged. You can also block a number from a row in Call history. Task, block a spam caller: press Block a number , enter the number, choose Exact number , Incoming , Busy , add a reason and save. Conference rooms What it is for: dial-in rooms where several people talk on one call. Where: Advanced → Conference rooms . Plans may limit rooms (\"N of M rooms used\"). Item Meaning Add room Room number , Maximum people , Member PIN , Moderator PIN , Mute people when they join , Wait for a moderator , Room is on . If Wait for a moderator is on, set a moderator PIN, otherwise nobody can start the room. Live tab Participants with name, time in the room, Talking or Muted . Buttons: Mute \u002F Unmute , Remove from room , Lock \u002F Unlock the room (nobody else can join). History tab Past sessions with who joined and left, a Timeline , and Export as CSV . Task, host a team call: press Add room , set number 800 and a member PIN, save. Share \"dial 800, PIN 4321\". Open the Live tab to mute or remove people. Paging and hot desking Where: Advanced → Paging & hot desk , two tabs. Paging groups: dial the group's number to speak to every phone in it. Phones answer on the speaker by themselves; nobody can talk back. Fields: Number (2 to 10 digits, unique), Members (the phones paged), Who may page , Paging group on . Hot desking: lets staff log in to any shared desk phone and take their own extension with them. Item Meaning List Each desk phone with Hot desk On\u002FOff , Logged in now , Own line . Filters: All phones , Hot desk on , Someone logged in . Log someone in Choose an extension; the phone restarts on that line. If the extension is logged in elsewhere, that login ends. Log out The phone returns to its own line. Login history Who logged in or out, how and why (phone, auto-logout, replaced, panel, hot desking switched off). Auto-logout Log everyone out at a time each day, or Never log out automatically . Hot desking needs IP desk phones (see Phone devices). Feature codes and security Where: Advanced → Feature codes & security. Save or Discard changes at the top. Sections: Section What you set Feature codes Star codes dialled from a phone: Check voicemail , Check any mailbox , Forward all calls on\u002Foff , Do not disturb on\u002Foff , Call waiting on\u002Foff , Park a call (slots shown), Group pickup ( 8 ), Directed pickup , Echo test , Queue log in \u002F out , Queue break on \u002F off , Intercom , Hot desk log in\u002Fout . Each code can be changed or reset to default. Toll-fraud protection Daily caps for international Calls per day and Minutes per day , and Alert emails . Without caps a stolen password can run up a large bill. Caller name Add a company or client tag to the caller name shown on phones. Music on hold Default music on hold . Queue break reasons The reasons agents can pick when pausing. Call wrap-up Ask agents for a wrap-up : Off , Optional or Required , with a Longest hold . Call recovery Keep the caller waiting after an agent's page reloads, Waiting time , Resume automatically , and If the agent does not come back : Agent's voicemail , A queue or Hang up . Call recordings Keep recordings for N days or forever (your plan sets the maximum). Calls on legal hold are never removed; removal runs every night. After-call survey The Question , Intro and Thank you prompts shared by all queues, and IVR menus that ask . Outside-call guard and emergency numbers Outside call minutes per hour limit, Emergency numbers that are always callable, Allow international calls . Consent announcement The message played before ringing on numbers that turn it on, for example \"This call may be recorded\". Example scenario Padma Net Support sets international calls to 10 per day and 30 minutes per day with alerts to the IT manager, blocks a known robocall prefix 0900 for both directions, creates conference room 800 for the Monday meeting, and turns on hot desking for the three shared reception phones. Tips - Set the international caps before opening international routes. - Choose Required wrap-up only where it matters; it holds new calls briefly. - Give moderators a different PIN from members. Troubleshooting Problem Fix \"Your plan's room limit is reached.\" Delete a room or upgrade. Nobody can start a conference Wait for a moderator is on but no moderator PIN is set. Hot desk login does nothing The phone must have hot desking on and be online; it restarts within a moment. A feature code does not work Check the code under Feature codes ; some can be switched off. Related pages - Phone devices - Extensions - Call history",{"slug":80,"title":81,"group":32,"text":942},"AI receptionist A virtual receptionist that answers calls in the caller's language, answers from your knowledge base, and hands over to people when it should. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for The AI receptionist takes the first part of a call: greets, understands the request, answers common questions, takes messages, books callbacks and transfers to a person. Who can use it Users with the AI receptionist permission. It needs: - AI switched on for the platform (an administrator at 9bx controls this, and it may not be available in your workspace yet), - 9bx AI turned on for your workspace or your own AI provider, chosen in AI settings, - AI minutes remaining for the month if you use the 9bx engine. Where to find it Phone → Setup → AI receptionist The screen explained Tabs: Receptionists , Calls , Live , Knowledge . The list shows each receptionist with On\u002FOff , Ready or Needs setup , Languages , calls today and AI minutes this month. New receptionist creates one. The editor has five tabs: Tab Settings General Name , Answer calls (switch on only after the fallback is set), and a readiness check: a fallback destination, a voice for each language, and available engines. How it speaks holds your Instructions : tone, what the company does, what it must never promise. Languages Bangla and English are always available; add others. Default language , Which language a call starts in (from the IVR choice only, detect from the first thing the caller says, or always the default), Greeting in {language} and Voice . Actions What it may do: Answer questions (from the knowledge base), Transfer the call (only to the listed Transfer targets ), Take a message (creates a ticket), Look the caller up , Book a callback , Send a text afterwards (SMS, WhatsApp or Telegram, at most twice per call), End the call . Fallback destination is where the call goes when the receptionist cannot help or the caller presses 0. AI Which AI it runs on (9bx AI or your own provider, and your own voice keys) is set once for the workspace in AI settings; the editor shows Open AI settings . Limits and privacy Longest call , Most exchanges , Wait for the caller , Record the call , Keep the transcript (word for word, redacted, or not at all), Hide numbers and e-mail addresses from the language model , Delete calls after N days. The Calls tab lists calls it handled with Language , Result ( In progress , Completed , Sent to fallback , Failed ), Exchanges , Minutes , Cost , the transcript and Actions taken . Live shows calls happening now. Tasks Create a receptionist for after-hours 1. Open AI receptionist and press New receptionist . 2. On General , name it \"After hours\" and write short instructions. 3. On Languages , add a greeting for Bangla and English and pick voices. 4. On Actions , turn on Answer questions , Take a message , Book a callback , and set the Fallback destination to voicemail. 5. Check the readiness list; then switch on Answer calls and Save . 6. Make it the destination for after-hours on an inbound route, an IVR key or a call-flow node. Example scenario At night a customer of Padma Net Support calls to say the internet is down. The receptionist asks for the area, checks the knowledge base, creates a ticket, and says a technician will call at 9:00. Tips - Keep instructions short. - Set the fallback before anything else. - Use Calls to read transcripts weekly and improve the knowledge base. Troubleshooting Problem Fix \"AI is switched off for the platform right now.\" Not available yet. Contact 9bx. \"This month's AI minutes are used up.\" Calls go to the fallback until next month, or choose your own provider in AI settings. \"No speech or language engine is set up yet.\" Choose the AI in AI settings. Cannot delete a receptionist A number, menu or flow still sends calls to it. It will not answer Answer calls is off or the readiness check failed. Related pages - IVR menus - Routes - Call insights",{"slug":98,"title":99,"group":32,"text":944},"Authorization codes PINs that people dial before an outbound route lets a call out, so every call can be charged to a person, department or customer. Contents - What it is for - Who can use it - Where to find it - Tasks - What the caller experiences - Troubleshooting - Related pages What it is for Use authorization codes when you want to control or track who places outside calls, for example international calls from a shared desk. Each call made with a code carries the code's label and account in the call records. Who can use it Administrators who manage the phone system. Where to find it Phone → Advanced → Authorization codes Tasks Create a code 1. Click New code . 2. Enter a Label (for example \"Accounts desk\") and an Account (the department or customer to charge). 3. Under Belongs to , choose an extension to make the code personal, or leave it on \"Nobody, a shared code\". 4. Type a PIN , or leave it empty and 9bx makes one for you. 5. Click Create code . Copy the PIN from the \"Save this PIN now\" window and give it to the person. 9bx keeps only a scrambled copy and cannot show it again. Ask for a code on a route 1. Open Phone → Setup → Numbers & trunks → Outbound routes and edit the route. 2. In the Authorization code section choose On every call through this route , or Only for some numbers and type dial patterns such as 00. for all international calls. Press Enter after each pattern. 3. Save. Create at least one code first, or nobody can place a call on that route. Change a PIN. Open the code and choose Change PIN . The old PIN stops working at once and you see the new one once. Switch a code off or on. A code that is off is refused at the prompt. Calls already made keep its label. Find calls by code. In Call history use the Authorization code filter. What the caller experiences The caller dials the number, hears a prompt, keys in the PIN and presses hash. Three wrong tries end the call with an announcement. Emergency numbers never ask for a PIN. Troubleshooting Problem What to do Nobody can dial out on a route The route asks for a code but none exists, or all are off. Create or switch on a code. A person lost the PIN Use Change PIN and give them the new one. A personal code is refused It works only from its own extension. Make it shared or call from that extension. Related pages - Routes - Call history - Advanced features",{"slug":65,"title":66,"group":32,"text":946},"Browser extension (click to dial) Click any phone number on a web page and call it with your 9bx extension. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for The extension turns phone numbers on other websites into click-to-call links. If 9bx is open in a tab, the call is dialled there. If not, your extension rings first and then the number is called. Who can use it Staff with an extension. Connecting a browser works for your own account only and lets that browser place calls from your extension, nothing else. Note: the extension is installed manually, as an unpacked extension (steps below). Where to find it Click your profile picture, then Browser extension . The screen explained Section What it does How it works Three steps: install, connect, click a number. Install the extension Chrome and Edge (.zip) and Firefox (.zip) downloads. Connect a browser Enter a Browser name (for example \"Chrome on my laptop\") and press Connect . Connection code Shown once. Copy it with Copy code and paste it in the extension settings, then press I have pasted it . Connected browsers Your browsers, with Last used , and Disconnect . Tasks Install and connect 1. Open Profile menu → Browser extension . 2. Download the .zip for your browser and unzip it. 3. Chrome or Edge: open chrome:\u002F\u002Fextensions (or edge:\u002F\u002Fextensions ), turn on Developer mode and choose Load unpacked . Firefox: open about:debugging , choose This Firefox , then Load Temporary Add-on . 4. Back in 9bx, type a browser name and press Connect . 5. Copy the code and paste it in the extension's settings. 6. Allow the websites you want numbers recognised on. Call a number from a website 1. Open a page you allowed that shows a phone number. 2. Click the number. 3. Answer your extension if it rings first; the other party is then dialled. Remove a lost laptop 1. Open Browser extension . 2. Under Connected browsers press Disconnect next to it. Example scenario Farzana looks up a customer's company on a business directory website and clicks its number. Her 9bx tab is closed, so her extension rings; she answers and the number is dialled. Tips - Connect each browser separately and name it clearly. - Disconnect browsers you no longer use. Troubleshooting Problem Fix \"The browser could not be connected.\" Try again; check the name and your internet. Numbers are not clickable Allow the site in the extension settings. Firefox extension disappears Temporary add-ons are removed when Firefox restarts; load it again. Nothing rings You need an active extension; see Web softphone. \"Your connected browsers could not be loaded.\" Press Try again . Related pages - Web softphone - Extensions",{"slug":47,"title":48,"group":32,"text":948},"Callbacks A to-do list of people who rang, got nobody, and have not been spoken to since. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Callbacks (called Call back before) makes sure no missed caller is forgotten. A caller stays on the list until someone talks to them. It also holds follow-ups from call wrap-ups and automatic callback requests from queues. Who can use it Users with the callback permission, usually agents and supervisors. Where to find it PBX & Call Center → Calls → Callbacks The screen explained Summary tiles People still waiting , Missed calls , Waiting the longest since . Tabs Tab Shows Still waiting Everyone not yet called back. Overdue Callers past their call-back target. Resolved Callers who were called back or marked handled, with How they were resolved ( Called back or Marked handled ). Follow-ups Calls where the agent asked for a follow-up at wrap-up, with About , Asked by and the time to call. Press Done when finished. Columns Caller , Tries (how many times they rang), Waiting , Last missed , Number they called , and Call back by with a state: Due , Due soon , Overdue , On time , Late . Buttons Button What it does Call back Dials the number from your extension. Mark handled Closes their missed calls when you reached them another way, for example from a mobile. You can add a Note . Open in call log Jumps to the call in Call history. Call-back target: ... Sets how soon missed callers should be called back, counted in office hours only. Choose No target to switch it off. Cancel auto callback Stops an automatic callback created by a queue. Search a number Filters the list. Automatic callbacks When a queue offers callbacks, a caller can press a key and hang up without losing their place. Each request appears here with a status: Auto callback queued , Calling back now , Called back , Auto callback failed or Auto callback cancelled , and the attempt count (\"Attempt 1 of 3\"). Tasks Clear the morning's missed calls 1. Open PBX & Call Center → Calls → Callbacks , tab Still waiting . 2. Press Call back on the oldest caller. 3. After the call, the caller moves to Resolved . If you called from a mobile, press Mark handled instead and add a note. Set a 30-minute call-back target 1. Press Call-back target . 2. Choose Call back within 30 minutes and save. 3. Late callers now appear under Overdue . The target applies to missed calls from now on. Example scenario Padma Net Support sets a 30-minute target. A caller at +880 1700 000000 (example number) rings at 17:40, 20 minutes before closing. The clock pauses overnight, and the caller shows Due soon at 9:10 the next morning. Tips - The target counts office hours only, so nights and holidays do not count against the team. - Review Overdue twice a day. Troubleshooting Problem Fix \"This number cannot be dialled.\" The number is withheld or invalid. Use Mark handled after trying another way. A caller disappeared from the list They were called back or marked handled. See Resolved . Auto callback failed Check the reason shown: No answer , No agent took it , Number is blocked , No outbound route , Invalid number . Automatic callbacks only run inside office hours and refuse international numbers. Related pages - Queues (callback offer) - Call history - Office hours",{"slug":77,"title":78,"group":32,"text":950},"Call flows, IVR menus, office hours and audio library Design what callers experience: a greeting, \"press 1 for sales\" menus, opening hours, hold music and the visual map that ties them together. Contents - What it is for - Who can use it - Where to find it - Call flows - IVR menus - Office hours - Audio library - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for These four pages build the \"front door\" of your phone system. The audio library holds your recordings, IVR menus use them, office hours decide when you are open, and Call flows shows the whole journey for each number on a canvas. Who can use it Administrators with the Call flows, IVR menus, Office hours (call settings) and Audio library permissions. Plans may limit the number of IVR menus and the audio storage (\"N of M menus used\", \"N of M MB used\"). Where to find it Phone → Setup : Call flows , IVR menus , Office hours , Audio library . Call flows A call flow on the canvas: caller rules, office hours, an IVR menu and queues. The list shows each inbound number with its Branch , Live version and whether there is an unpublished Draft . Press Open to see the flow. Press Open as flow from an inbound route for the same view. Toolbar button What it does Edit \u002F Done Starts or ends editing. If a colleague is editing, you can look but not change it. Undo \u002F Redo , Tidy up , Fit Canvas helpers. Problems Lists issues that block publishing. Simulate Plays a test call: Caller , Time of the call , Keys pressed , Agents available , Caller waited too long . Shows Where the call ends . Use my unpublished draft tests before you publish. History Every published version, with Roll back to before this . Publish \u002F Submit for approval Applies everything in one step; if anything fails, nothing changes. When approval is required, a second person presses Approve and publish or Send back . Discard draft Throws the draft away. The Node palette adds Logic nodes (caller rules, office hours), Menus and queues and Destinations (inbound number, IVR menu, call queue, AI receptionist, ring group, announcement). Select a node to edit it in the Node details panel. A note appears when other numbers share the node (\"Changing it changes them too\") or when it belongs to a branch you cannot access. Editing the canvas is view-only on small screens. IVR menus What it does: callers hear a greeting and press a key to reach the right team. Field Meaning Name , Number Optional 2 to 10 digit number to dial the menu from an extension. Menu is on Off: calls use the fallback for nobody pressing a key. Greeting A recording from the audio library. Keys Up to 12 keys. Each has a Key , a Label (only for you) and a Destination : extension, queue, ring group, voicemail, outside number, another menu, an AI receptionist, or back to the previous menu. Press to go back Adds a key that returns callers to the previous menu. Wait for a key 1 to 60 seconds after the greeting. Between keys 500 to 10,000 ms, for multi-digit extensions. Tries 1 to 10 attempts before the fallback. Let callers dial an extension directly Callers who know the extension can type it during the greeting. When nobody presses a key \u002F When a wrong key is pressed Fallback destinations; Wrong key message plays after an invalid key. Languages Offer a choice of language: each language has its own key and greeting, and later prompts follow. Outage announcements Announce open outages first : callers in an incident's area hear a recorded notice before the menu. Skills this key asks for Route a key to agents with certain skills. Office hours Where: Phone setup → Office hours. Defines when your official numbers are open. Item Meaning Weekly schedule Add one or more opening ranges per day. A range that ends before it starts runs past midnight. Open 24\u002F7 , Open 24 hours and Copy to open days save time. Time zone Hours are read in the office timezone. Closed on holidays On an organisation-wide HR holiday, calls follow the after-hours action all day. Holidays come from HRM → Holidays ( Manage holidays ). Organization default and branch hours Each branch follows its parent's hours until you save its Own hours . Use inherited hours resets a branch. Numbers set to Custom schedule use these hours; otherwise a number may use its own work schedule. Audio library Where: Phone setup → Audio library. Recordings for IVR greetings, music on hold and announcements. Item Meaning New recording Choose a Category ( IVR prompt , Music on hold , Announcement ), then Upload a file or Record in browser (allow the microphone, press Start recording , Stop , listen, then save). List Audio , Duration , Format , Listen , Used by , Uploaded . A recording in use cannot be deleted. Storage meter \"N of M MB used\" for your plan. Tasks Create an IVR menu with 3 options 1. Record or upload a greeting under Audio library , category IVR prompt : \"Welcome to Padma Net. Press 1 for support, 2 for billing, 0 for the operator.\" 2. Open IVR menus and press New IVR menu . 3. Name it \"Main menu\" and pick the greeting. 4. Under Keys press Add key three times: 1 to the Support queue, 2 to the Billing queue, 0 to extension 1000. 5. Under Timing , Tries = 3. Under Fallbacks , set When nobody presses a key to the operator. 6. Save. Point your inbound route's destination at \"Main menu\" (see Routes). 7. Use the route's Test a call to check. Set office hours with a lunch gap 1. Open Office hours . 2. For Sunday, add a range 09:00 to 13:00, then Add range 14:00 to 18:00. 3. Press Copy to open days , switch off Friday and Saturday. 4. Save. Change routing safely with approval 1. In Call flows , open the number, press Edit , change the flow. 2. Press Simulate with your draft. 3. Press Submit for approval . The approver presses Approve and publish . Example scenario Padma Net Support answers 9:00 to 18:00 Sunday to Thursday. Callers hear the main menu; the IVR's key 1 goes to the Support queue. On Eid holidays (from the HRM calendar) callers hear a closed mes",{"slug":41,"title":42,"group":32,"text":952},"Call history The full log of every call, with recordings, notes, topics and quick links to create tickets or leads. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Use Call history to find a call, hear its recording, see who handled it, record what it was about and turn it into follow-up work. Who can use it Users with the Call history permission. Who may play a recording can be restricted: if the recording is private to the contact's owner you see \"The recording is private to the contact's owner.\" Where to find it Phone → Call history The screen explained The call log with filters and a call details panel. Table columns Column Meaning When Start time of the call. Caller \u002F Receiver The two parties. The outside party can be a client, lead or contact. Call type Incoming, outgoing, internal. Received by The agent or extension that answered. Ring group The group the call came through, if any. Call topic What the call was about, saved at wrap-up. Duration , Status Talk time and outcome. Rec A recording exists. Press Play Recording . Ticket \u002F lead Counts of linked Tickets and Leads . Follow-up A follow-up is pending (see Call back). Disposition The result chosen after a campaign call. Filters Date Range ( Start Date , End Date ), Call Type , Call Topic , Received by , Ring Group , and More filters : Extension , Official number , Talk time (at least \u002F at most seconds), Recording (with, without, removed, on legal hold), Channel ( Phone line , WhatsApp , Internal ) and Missed (any) . Export CSV downloads the filtered list. Row actions and call details Button What it does Call back Dials the caller from your extension. Create ticket \u002F Create lead \u002F Add to Lead Starts a ticket or lead from the call. Create event Adds a calendar event. Play recording \u002F Pause recording \u002F Mute Plays the audio inside the page. Hangup Ends a call still in progress. Update client info , Call received by , Call topic , Add a note about the call , Update Now Edit the record of the call. Caller category Classify the outside party. Follow-up Pick a time to ask again; it shows on the call-back list until marked done. Caller rating The score (1 to 5) given in the after-call survey. Insights tab AI summary and transcript, when switched on (see Call insights). Block number Adds the number to Blocked numbers. Tasks Find yesterday's long call from a customer 1. Open Phone → Call history . 2. Pick Date Range = yesterday. 3. Open More filters and set Talk time, at least to 300 seconds. 4. Press the play icon in Rec to listen. Add a note and create a ticket 1. Open the call row. 2. Choose a Call topic , type a note and press Update Now . 3. Press Create ticket . Example scenario Rahim at Padma Net Support receives a complaint about slow internet. After the call he opens the log entry, sets the topic \"Slow speed\", adds the note \"Router reset, retest tomorrow\", sets a Follow-up for tomorrow 10:00, and presses Create ticket . Tips - Ask agents to complete the wrap-up in the softphone. It fills topic and notes automatically. - Use Export CSV for monthly reporting. - Call topics are managed under CRM settings (Call topics). Troubleshooting Problem Fix \"This call was not recorded.\" Recording was off for that extension, queue or number. See Extensions. \"The recording could not be loaded.\" Try again; if it stays, the storage may be unavailable. Tell your administrator. Recording removed It passed its retention period. Calls on legal hold are never removed. A call is missing Widen the date range and clear filters. Related pages - Voicemail - Call back - Call insights",{"slug":59,"title":60,"group":32,"text":954},"Call insights and live assist AI transcripts, summaries and sentiment for your calls, searchable in one place, and a live helper for agents during a call. Contents - What it is for - Who can use it - Where to find it - Call insights search - Insights on a single call - AI settings - Live assist - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for After an answered, recorded call ends, 9bx can transcribe it, summarise it, judge the customer's mood and list action items. Call insights lets you search all of that. Who can use it - Search: users with the Call insights permission. - Settings: users with the AI settings permission (administrators). - 9bx AI must be switched on for your workspace, or your own AI provider chosen in AI settings. If you see \"The 9bx AI engine is not switched on for your workspace\", ask your administrator. A transcript is hidden if you may not listen to that call's recording (\"Transcript hidden\"). Where to find it - Phone → Call insights (search) - Settings → Settings → AI (settings) - The Insights tab on any call in Call history Call insights search Type words to search what was said on calls. Use \"quotes\" for an exact phrase, -word to leave a word out and or between alternatives. Filter by Any sentiment ( Positive , Neutral , Negative , Mixed ) and Any outcome ( Resolved , Unresolved , Follow-up needed , Information , Other ). Words are matched as written, so also try other forms of a word. Insights on a single call Part Meaning Summary A short summary in the Summary language ( Bangla or English ). Action items Next steps with a priority ( Low to Urgent ) and buttons Create ticket and Create task . Transcript Speaker by speaker. Click a line to play from there. Analyse now , Analyse again , Try again Run or repeat the analysis. It usually takes a minute or two. The page always warns: names, numbers and amounts can be misheard, so check the recording before acting. Why a call was not analysed Reasons shown include: nobody talked, no recording, the call direction, queue or number is excluded in settings, too short or too long, no recording-consent announcement was played, no speech found, or this month's AI minutes are used up. AI settings Analyse calls switches analysis on. You can limit it by Calls (incoming, outgoing, internal), Queues and Numbers (empty means all), set minimum and maximum lengths, choose languages and require a recording-consent announcement ( Settings → AI call analysis ). Which AI runs it is chosen in AI settings. Live assist During a call, an assist panel can show a live Transcript , Suggestions (answers from the knowledge base, next steps, objection help, script lines; mark Helpful or Not helpful ) and a Checklist , plus Customer mood . It warns \"The customer sounds upset\" or when a keyword is said. It only runs when enabled for your queue or team and uses AI minutes. It never changes your call; if it is slow, \"Your call is not affected.\" Tasks Find every unhappy customer this week who asked about a refund 1. Open Phone → Call insights . 2. Type refund . 3. Set Any sentiment to Negative . 4. Open a result to read the summary and play the key moment. Turn a call into a ticket 1. Open the call, Insights tab. 2. Under Action items , press Create ticket . Example scenario A subscriber of Padma Net Support says \"no refund, I will cancel\". The call is analysed with sentiment Negative and outcome Follow-up needed . The next morning the supervisor searches cancel , opens the summary and creates a retention ticket. Tips - Turn analysis on for a few queues first to control AI minutes. - Play the audio before acting on amounts or phone numbers in a summary. Troubleshooting Problem Fix \"Not analysed yet\" Wait a few minutes, or press Analyse now . \"This month's AI minutes are used up.\" Wait for next month or choose your own provider for Speech to text in AI settings. \"No recording consent announcement was played\" Switch on the consent announcement on the inbound number. See Routes. Live assist does not appear \"Live assist is not enabled for your queue or team\", or no speech engine is set up. Related pages - Call history - Quality (QA) uses the same transcripts for AI scoring",{"slug":89,"title":90,"group":32,"text":956},"Call tracking Know which ad, web page or billboard made the phone ring by giving each source its own number. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Each official number can stand for a marketing source (a Facebook campaign, a billboard, Google). Every call on it is tagged, and the Report shows calls, answers, leads and deals by source. A website pool can show each visitor their own number so calls are tied to the page or ad that brought them. Who can use it Users with the Call tracking permission. Where to find it Phone → Advanced → Call tracking The screen explained Three tabs. Report Item Meaning Calls , Answered , Missed , First-time callers , Talk time , Avg talk Totals for the period, per Source and Campaign . Leads , Clients , Deals won Business results. Leads come from calls turned into leads, clients are people whose record began after their call, deals won are closed deals of those leads and clients. Download CSV Exports the table. Numbers Each official number has a Source (or Not tracked ), a Campaign , a Website pool switch and Save . Add numbers first under Inbound routes. Website Item Meaning Add website Enter a Name , Allowed domains and Visit lasts (minutes) . Script A Script to add before the closing body tag ; press Copy . Then mark every phone number on your pages to swap. New key Creates a new key; the old script stops working until you replace it. Remove Stops showing numbers; calls already tagged keep their source. One pool number serves one visitor at a time, so keep a few more pool numbers than your busy hour. Tasks Set up a call tracking number for a Facebook campaign 1. Add a new official number under Inbound routes (for example +880 9600 000123, an example number) and send it to your sales queue. 2. Open Call tracking , tab Numbers . 3. For that number set Source to \"Facebook\" and Campaign to \"Eid offer\". 4. Press Save . 5. Put this number only in the Facebook ad. 6. After a few days, open Report and compare Facebook with your other sources. Show tracking numbers on your website 1. Make at least three numbers Website pool numbers on the Numbers tab. 2. On Website , press Add website , enter your domain and save. 3. Copy the script and give it to your web developer to add before the closing body tag. 4. Ask them to mark each phone number on the page that should be swapped. Example scenario Padma Net Support runs a Facebook ad with +880 9600 000123 (example) and a billboard with +880 9600 000124 (example). After a month the report shows the billboard produced 120 calls but 4 leads while Facebook produced 60 calls and 18 leads. They move budget to Facebook. Tips - One number per source and campaign keeps the report clear. - Never reuse a tracked number in two places. - Set a short Visit lasts (for example 30 minutes) so pool numbers are released quickly. Troubleshooting Problem Fix \"No tracked calls in this period\" Give a number a source on Numbers ; calls count from then on. \"Add numbers under Inbound routes first.\" No official numbers exist yet. Website shows no numbers \"Add the website's domain so numbers are shown\", and mark at least one pool number. Pool runs out Add more pool numbers. Related pages - Routes - Call history",{"slug":56,"title":57,"group":32,"text":958},"Dialer campaigns Call a list of customers automatically, with agents or with a recorded message, and keep every campaign compliant. Contents - What it is for - Who can use it - Where to find it - Campaign types - The campaign list - The new campaign wizard - The campaign screen - Results - Setup pages for the dialer - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Dialer campaigns replace manual dialling for outbound work such as payment reminders, surveys, renewals and notices. The dialer skips numbers on the do-not-call list, respects calling hours and stops itself when something goes wrong. Who can use it Access is split by task. Typical roles: Task Permission See campaigns View Create and edit Manage Approve or reject Approve Start, pause, cancel Run Work calls as an agent Use the agent dialer Do not call list Manage the do-not-call list Export results Export Dialer settings Manage dialer settings Marketing campaigns, and service campaigns if your organisation requires it, must be approved by a second person before they start. Dialing may also be switched off for the whole platform (\"Dialing is switched off for the whole platform\"). Where to find it Phone → Dialer campaigns . Setup pages: Phone → Setup → Do not call , Call outcomes , Dialer settings . Campaign types Type How it works Preview An agent sees the customer's details and clicks Call . Power One call per free agent. An answered call always has an agent. Predictive Dials ahead of the agents to keep them talking, held back by an abandon-rate limit. Needs at least 3 agents; with fewer it runs as power dialing. Voice broadcast Plays a recording or a spoken message. No agents needed. Press 1 Plays a message with keys: connect to an agent, opt out, confirm or cancel. The campaign list Tabs: All , Waiting for approval , Running , Drafts , Finished . Columns: Campaign , Type , Numbers , status and Needs you (an action is waiting for you). Statuses: Draft , Waiting for approval , Approved , Running , Paused , Completed , Cancelled , Rejected . New campaign starts the wizard. The new campaign wizard Six short steps. Nothing is dialled until it is approved. Step What you set Type Campaign name , What are the calls for? ( Marketing , Transactional , Service ), the call type, and Agents (queue) : the queue whose agents take calls. Optionally limit to certain extensions. Audience Who to call : A file of numbers (CSV with a header, choose the Phone column , Name column , Time zone column ), Type or paste numbers (one per line, up to 5,000; a name may follow a number), Phone book groups , CRM clients (optionally by tags) or CRM leads (by stage). Press Build audience to see In the list , Can be called , On do-not-call , Invalid or unsayable and Duplicates . Message and keys For broadcast and Press 1: A recording (from the audio library) or A written message (spoken) with a Voice and Language . Use {name} or a file column such as {order ref} in the text. Optional Script for agents , Leave the message on answering machines (beta), Menu prompt , keys and what they do ( Connect to an agent , Opt out (never call again) , Confirm , Cancel , Hear it again , End the call ), and a \"Please hold\" message for predictive campaigns. Hours Calling hours (From, To, Days), Time zone , optional Start at and Stop at . Marketing calls also follow the country's quiet hours. Dial settings Caller ID (the route's own, one number, or several in turn; only your official numbers), Trunk , Most calls at once , Seconds to ring , Retries for no answer, busy, failed and machine, Most dials per number , Abandon limit and Most lines per free agent for predictive, Detect answering machines (beta), Record the calls . Review Check the numbers and the estimated cost, tick that the people on the list agreed to receive these calls, then Submit for approval (or Submit ). Save draft keeps it for later. The campaign screen Live tiles show Dialed , Ringing , Answered , Connected , Machines , Abandoned , Talk time , agents ( Free , Talking , Wrap-up ), Dial ratio , Abandon rate against its limit, Answer rate and Trunk channels . \"Held back by: ...\" tells you what limits dialing right now. Button What it does Approve \u002F Reject For approvers. Rejecting asks \"Why are you rejecting it?\". Start , Pause , Resume Controls dialing. Cancel campaign Calls in progress finish; nothing new is dialled. Test call Calls one number you enter. You must confirm its owner agreed to receive the call. Edit , Delete Drafts only for delete. View numbers Per-number state: Waiting , Scheduled , Calling , Connected , Done , Do not call , Invalid , Outside hours , Gave up . Download CSV exports it. Results Opens the results page. A campaign pauses itself, with a reason, when the phone server cannot be reached three times, no outbound route works, very few calls are answered (the carrier may be blocking the caller ID), a spoken message cannot be made, or dialing is switched off. The agent screen Agents on preview, power or predictive campaigns use the Dialer screen: choose the Campaign , see Next number , press Call or Skip , read the Script , and afterwards choose How did it go? with a Note and Call back at . Open record opens the client. In power and predictive modes calls connect to your phone as people answer (\"Waiting for the next call\"). Results Phone → Dialer campaigns → (campaign) → Results has two lists: Calls ( When , Customer , Outcome , Key , Agent , Talk , Result ) and Numbers ( State , Dials , Next try ). Filter by All outcomes and All states , search by name or number, and Export CSV . Outcomes include Answered , No answer , Busy , Failed , Answering machine , Abandoned , Connected , Message played and Pressed a key . Setup pages for the dialer Do not call Phone setup → Do not call. Numbers your campaigns never dial. Add a number , Import a list (one number per line or the first CSV column), search by the end of a number. Each entry has a Reason ( Customer request ",{"slug":68,"title":69,"group":32,"text":960},"Extensions and call groups Give people phone lines (extensions) and group them so one number rings several people. Contents - What it is for - Who can use it - Where to find it - The screen explained - Extension settings - Ring groups - Per-extension call settings - Import extensions from a CSV file - Concurrent calls and your plan - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for An extension is a person's line, used by the web softphone, a desk phone or the mobile app. A ring group (call group) rings several extensions together or in turn. Who can use it Administrators with the Extensions and Ring groups permissions. The number of extensions may be limited by your plan (\"Your plan allows N more extension(s)\"). Where to find it Phone → Setup → Extensions & call groups The screen explained Two lists: Employees with their extension, status and connection details, and Ring groups . Buttons: New extension , New ring group , search (\"Search extension or employee\"), per-row Edit , Change extension status , Connection details and Delete . Connection details shows how to sign a desk phone or app in to the extension. Use the IP phone guide for desk phones. Extension settings Section Field Meaning Main Employee The person it belongs to. An employee can have only one extension; several employees can share one. Users Owners, admins and others without an employee record. Extension number Usually 3 to 6 digits; letters, digits, dot, dash and underscore allowed; must not match another extension or ring group number. Caller ID name Shown on the other phone. Empty uses the employee's name. Outbound caller ID One of your official numbers shown on outside calls. It beats the route's and trunk's number unless the route forces its own. Ringing Ring mode Which signed-in devices ring. Preferred device Only devices of this type ring; If that device is offline, ring all devices is a fallback. Pickup group Dial 8 on any phone in the same group to answer a call ringing someone else in it. Recording Record and Keep recordings for Which calls are recorded and for how long (empty uses the organisation's setting). With \"on demand\", nothing is recorded until the person presses Record in the softphone. Voicemail Voicemail on , Voicemail PIN Where unanswered calls end; PIN of 4 to 10 digits for listening from a desk phone. Ring groups Field Meaning Ring group number 2 to 15 digits; dial it to ring the group. Must be unique. Members Extensions in the group. Ring strategy How members ring (together, in order, and so on). Ring timeout (seconds) 5 to 300 seconds before the no-answer action. If no one answers Forward to a number, another ring group, voicemail or a menu. Per-extension call settings The Call settings page of an extension controls Presence , Call forwarding , outbound access and voicemail. Users can change presence and forwarding themselves in the softphone. Import extensions from a CSV file Add or update many extensions at once with Import CSV on the Extensions & call groups page. You need the right to create extensions and to import into the phone system. 1. Press Import CSV , then Download sample CSV . The sample has the header row and three example rows (a copy is here). 2. Keep the header row. Replace the example rows with your extensions, one per row. 3. Drop the file in the dialog and press Upload and preview . Nothing changes yet: this is a dry run. 4. Check the preview. Each row shows Will be created (a new number), Will be updated (an extension with that number exists) or Not supported with the reason (a row with an error). 5. If some rows have errors, press Download errors CSV . It lists the row number in your file, the extension and what is wrong. Fix the file and import it again, or apply the good rows now. 6. Press Apply . The dialog shows the progress, then how many were created, updated, failed or left out. Rows are matched by extension number, so importing the same file again updates the same extensions and never adds them twice. Column What to write extension number Required. Letters, digits, dot, dash or underscore, for example 1001 . name Shown as the caller name, for example Rahim Uddin . email The email of a person with an account. The extension is linked to them. ring group The name or number of an existing ring group. Several: separate with ; . The extension is added as a member. voicemail enabled yes or no . voicemail pin 4 to 10 digits. outbound caller id One of your official numbers. sip password Leave empty and a strong password is generated. If you set one: 12 to 64 characters, letters and digits, no spaces. An existing extension keeps its password when the cell is empty. enabled yes or no . no switches the extension off: its phones cannot sign in. branch The name or code of one of your branches. Your plan's extension limit applies. Updates always go through; new extensions past the limit are reported as failed, and the rest are imported. Concurrent calls and your plan Your plan sets how many outside calls can run at the same time: calls through a trunk, a gateway or WhatsApp, in or out. Calls between your own extensions (and to your ring groups, queues, IVR, voicemail and conference rooms from an extension) are free. They never count toward this limit and never use call minutes. When the limit is reached, a new outside call gets a busy signal; internal calls still work. Ask 9bx support if you need a higher limit. Tasks Create an extension for a new agent 1. Open Extensions & call groups and press New extension . 2. Choose the Employee . Enter an Extension number , for example 1015. 3. Set Outbound caller ID to one of your official numbers. 4. Open Recording , choose when to record. Open Voicemail and set a PIN. 5. Press Save Extension . 6. Ask the agent to open the web softphone. The status should become Ready . Create a ring group for sales 1. Press New ring group . 2. Enter number 700 and select members 1011, 1012 and 1013. 3. Set Ring timeout to ",{"slug":101,"title":102,"group":32,"text":962},"Phone firmware, rollouts and phone vendors Update desk phones in safe batches, and let new phones set themselves up the first time they are plugged in. Contents - Who can use it - Where to find it - Phone firmware - Firmware rollouts - Phone vendors (zero-touch) - Troubleshooting - Related pages Who can use it Administrators who manage phone devices. Where to find it Phone → Advanced → Phone firmware , Firmware rollouts and Phone vendors . Phone firmware The firmware list holds the builds your phone models can be updated to. 1. Click Add firmware . 2. Choose the Brand , enter the Phone model and the Version . These cannot be changed once saved. 3. Under Where is the build? choose A download address (the phone downloads it from the maker or your server) or Upload the file (9bx hosts it and gives the phone a private link). 4. Optionally paste the checksum to verify the download and add release notes (what changed, known issues, who tested it). 5. Save. A build used by an active rollout cannot be deleted until the rollout finishes. Phones already updated keep their new version. Firmware rollouts A rollout updates phones in batches and shows each phone confirming its new version. 1. Open Firmware rollouts and click New rollout . 2. What: choose the firmware build, then All phones of this model or Choose phones (good for a pilot group). 3. When: choose how to update, either at the phone's next settings check or Update now , and set a start time. 4. Review: you see how many phones will be updated, which are skipped (different model, already on the version, not registered, switched off), then click Start rollout or Schedule rollout . A rollout shows Scheduled , Running , Paused , Completed or Aborted . Each phone shows Waiting , Sent , Updated , Failed , Skipped or Cancelled . You can pause or abort at any time. Tip: update two or three phones first, check them, then roll out to everyone. Phone vendors (zero-touch) Save the account you have with each phone maker. When you claim a phone, 9bx registers its hardware address with the maker's cloud and points it to your phone system. The phone then configures itself when it first starts, on any network. - Some makers register each phone one by one, others use one address for the whole office. - Some makers can use an account provided by 9bx. Add your own details to use your own account instead. - Secrets are stored encrypted and not shown again. Claim phones in bulk (on Phone devices , tab Zero-touch ): paste one phone per line as hardware address, model and extension (for example 00:15:65:AA:BB:CC, T46U, 1010 ), or upload a CSV with the header mac,model,extension,brand (up to 500 rows). Click Check list , fix lines with problems, then Claim phones . The tab shows Waiting , Registered , Ready or Failed , and Retry for failed ones. Troubleshooting Problem What to do \"Phones cannot be updated from here yet\" That brand is not supported for rollouts. Update those phones from their own web page. A phone shows Skipped It is a different model, already on that version, not registered or switched off. A claimed phone stays Waiting The maker account is not saved or is wrong. Check Phone vendors , then Retry . Related pages - Phone devices and IP phone guide - Extensions and call groups",{"slug":38,"title":39,"group":32,"text":964},"Live calls See who is on a call right now, how long they have been talking, and what each queue looks like at this moment. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Live calls reads calls directly from the phone system every few seconds, so a call appears the moment it starts, not when it ends. Supervisors use it to end a stuck call or to listen in. Who can use it Users with the Live calls permission, usually supervisors and administrators. Where to find it Phone → Live calls The screen explained Live calls with the count tiles, the call table and the queues panel. Area What it shows Count tiles On a call , Talking , Ringing , Incoming , Outgoing . State column Ringing , Talking , On hold , In menu \u002F queue . Caller , Called , Extension Who is calling, who was dialled, and which extension is involved. Number \u002F trunk The official number or trunk the call uses. Internal calls show Internal . Duration How long the call has lasted. Call log button Opens Call history. End call Hangs up the call after you confirm \"End the call with ...?\". Monitor actions Listen, whisper or barge in through your own phone (see below). Queues now For each queue: callers waiting , Longest wait , how many are talking, and agent states ( Free , On call , Ringing , Wrap-up , On break , Logged out ). Monitoring modes Mode Who hears whom Listen You hear both sides. Nobody hears you. Whisper Coach the agent. Only the agent hears you. Barge You join the call. Both sides hear you. Your own extension rings first. Answer it to join the call. The agent's call shows \"A supervisor is monitoring this call\". Tasks Listen to an agent's call 1. Open Phone → Live calls . 2. Find the call and choose Listen (or Whisper \u002F Barge ). 3. Your phone, or the web softphone, rings. Answer it. 4. Press Stop in the banner when you have heard enough. End a stuck call 1. Find the call in the table. 2. Press End call . 3. Confirm. You will see \"Call ended.\" Example scenario A customer of Padma Net Support is angry on extension 1003. Supervisor Nusrat opens Live calls, chooses Whisper on that call, and tells the agent quietly: \"Offer the free technician visit.\" The customer hears nothing. Tips - Keep the page open on a second monitor; it refreshes by itself. - Use the Queue wallboard for a wall screen instead. Troubleshooting Problem Fix Call not showing in Live calls The list updates every few seconds. If it stays empty during a real call, the phone server may be unreachable; you will see \"Could not read calls from ...\". Check the system status on the Phone dashboard. \"Could not refresh live calls. Trying again shortly.\" Temporary. If it persists, check your internet connection. Monitor buttons do nothing Your user must be linked to an extension (see Extensions). Related pages - Switchboard for transfers - Queues and wallboard - Call history",{"slug":86,"title":87,"group":32,"text":966},"Number masking Let two people, for example a customer and a delivery rider, call each other through a temporary number so neither sees the other's real number. Contents - What it is for - Who can use it - Where to find it - How it works - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Number masking protects privacy for services where customers and staff or partners must talk, such as deliveries, rides or field service. Who can use it Users with the Number masking permission. It needs a plan that includes masking (\"Number masking isn't in your plan yet\"). Without it you can look around, but sessions, the pool and settings cannot be changed. Where to find it Phone → Advanced → Number masking How it works 1. Put one or more official numbers in the pool . Pool numbers stop taking normal inbound calls. 2. Your app (or you, for a test) creates a session for two parties. A pool number is picked. 3. When either party calls that number, the call goes to the other party, who sees the pool number. 4. When the session ends, callers hear that the number is no longer active. Sessions are normally created by your own system through the Developer API (see Developer API in the app: API keys and webhooks). The screen explained Top tiles: Live sessions , Numbers in the pool , Your plan ( Included or Not included ). Three tabs: Tab Contents Sessions Parties , Pool number , Ends , Calls , source ( API or Panel ). Filters: All statuses , Active , Expired , Closed ; search a number or order. Buttons: New session , Extend (the session then lives that long from now), Close now . Pool Official numbers available for masking. Settings Defaults for new sessions. New session fields: Party A (for example the customer), Party B (for example the rider), Order reference , Lives for (minutes, up to the maximum shown), Record calls . Tasks Create a test session 1. Open Number masking → Pool and add at least one number. 2. Open Sessions and press New session . 3. Enter Party A and Party B numbers, an order reference such as \"ORD-1001\" and Lives for 60 minutes. 4. Press Create session . Note the pool number shown. 5. Call the pool number from party A's phone. Party B's phone rings and shows the pool number. End a session early 1. Find the session and press Close now , then confirm. Example scenario A grocery delivery rider for a Dhaka shop is told to call the customer. The rider's app starts a session for order \"ORD-1001\" lasting 90 minutes. Both people call the pool number +880 9600 000200 (example) and are connected without exchanging real numbers. After delivery the session closes. Tips - Keep the pool large enough for your peak number of simultaneous sessions. - Turn on Record calls for disputes, and mention recording to callers where required. Troubleshooting Problem Fix \"Add numbers to the pool first; sessions need a pool number.\" Add a number to the Pool . \"Could not create the session\" See the reason: no free pool number, or the feature is not in the plan. Callers hear \"no longer active\" The session expired or was closed. Create or Extend one. Related pages - Routes - Call history",{"slug":35,"title":36,"group":32,"text":968},"Phone dashboard A single page that shows how your phone system is running today: call volumes, who is waiting for a call back, and anything that needs fixing. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for The Phone dashboard is your morning check. It tells you whether calls can come in and go out, how busy the lines were, and which callers still need an answer. Who can use it Users whose role includes the Phone dashboard permission, typically administrators and supervisors. It appears when your organisation has the PBX & Call Center module. Where to find it Phone → Phone dashboard The screen explained The Phone dashboard with call activity, system status and waiting call backs. Area What it shows Today \u002F Last 7 days Switches every figure between today and the last week. Refresh reloads the numbers. KPI tiles Total calls , Answered (with the answer percentage), Missed (outside callers nobody answered), Internal (between extensions) and Average talk time . Each shows the change against the period before. Call activity A chart of answered, missed and other unanswered calls. Today is shown by hour; the week is shown by day. Full report opens the detailed call report. Call types Split of Incoming , Outgoing and Internal calls. System status Live calls (and how many are talking), extensions, official numbers, your trunk and the phone server ( Online , Offline or Not seen yet ). Waiting for a call back People who rang and have not been spoken to. See all opens Call back. Top callers and Busiest extensions Who calls most, and which extensions handled the most calls. Warnings Cards for problems, each with a fix button (see below). Setup checklist On a new system: \"Get your phone system running\", three steps with Next step , Skip this step and Hide setup . Warnings you may see Warning What to do No phone server is set up Ask your 9bx administrator to assign one. No call can work until then. Phone server stopped reporting Calls may fail. Contact support if it does not recover in a few minutes. No trunk added \u002F a trunk is down Add a trunk or Check trunks . See Trunks. No official number Add a number . Nobody can call you without one. No extensions Create extensions . Calls are recorded but there is nowhere to store them Fix storage , or recordings are lost. Extensions can call abroad with no daily limit Set a limit under Feature codes & security. Tasks Get a new phone system running 1. Open Phone → Phone dashboard . 2. In the setup card, choose your provider under Connect your SIP trunk and enter the details from your provider's welcome letter. 3. Under Add your official number , add the number customers call and choose where it rings. 4. Under Extensions and a test call , create extensions for your employees, then press Test call . You will hear your own voice back (an echo test). The softphone must be open and signed in. 5. Press Hide setup when finished. Check the day 1. Leave the switch on Today . 2. Read the warnings first, then the Missed tile. 3. Open Waiting for a call back and press See all to clear them. Example scenario Dhaka ISP \"Padma Net Support\" opens at 9:00. The supervisor, Nusrat, opens the dashboard and sees Missed: 6 and a warning \"1 SIP trunk is down\". She presses Check trunks , finds the backup trunk \"Demo Provider B\" is Unreachable, and reports it to the provider. She then opens the six waiting call backs and assigns them to her team. Tips - Use Last 7 days to spot a pattern, such as more missed calls every Sunday morning. - Set a daily limit for international calls before you go live. It is the cheapest protection against toll fraud. Troubleshooting Problem Fix The page shows only the setup card Finish or Hide setup ; the dashboard appears below it. Figures are zero but calls were made Check the phone server is Online in System status. \"Not seen yet\" next to the phone server The server has not reported in. Your administrator should check it. Related pages - Live calls - Call back - Trunks",{"slug":83,"title":84,"group":32,"text":970},"Phone devices and IP phone guide Add desk phones and gateways so they set themselves up, and find the step-by-step guide for connecting a phone. Contents - What it is for - Who can use it - Where to find it - The screen explained - IP phone guide - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Phone devices lists your IP desk phones and gateways. Add a phone by its MAC address and it fetches its settings on its own: extension, password, time, language and line keys. Gateways (for example a Dinstar box) can also hand over their call recordings. Who can use it Administrators with the Phone devices permission. Your plan may limit phones (\"N of M phones\", \"Your plan does not include IP phones\"). Where to find it Phone → Setup → Phone devices and Phone setup → Advanced → IP phone guide . The screen explained The page is titled \"Phones & devices\" with two tabs: IP phones and Gateways . Control What it does Add phone \u002F Add gateway Opens the device form. Import CSV Adds many phones at once. Setup guide Opens the guide. Phone defaults Settings applied to every phone. Check status Asks which phones are online; the list updates in a few seconds. Search By name, MAC or model (phones), name, IP or serial (gateways). Phone columns Phone , Extension , Status ( Online , Offline , Not checked , Switched off ), Settings (when it last fetched them, or Set up by hand ), Branch . Row actions Setup card (the provisioning address and sign-in details), Show admin password , Edit , Restart & reload , Switch on \u002F Switch off , Delete . Device form Field Meaning Device type IP desk phone or Gateway . MAC address , Brand , Model The brand is recognised from the MAC; other brands are set up by hand with the setup card. Name , Extension , Used by Which extension the phone rings for and who uses it. Screen language Or the organisation default. Allowed IP addresses Optional security limit. Line keys Keys that show colleagues (BLF). Gateways IP address , Serial number , and Recordings over FTP . IP phone guide A step-by-step page for connecting each supported phone brand: how to open the phone's web page, where to enter the provisioning address or sign-in details, and what to check. Use it together with the Setup card of the device. Tasks Add a desk phone 1. Open Phone devices , tab IP phones , press Add phone . 2. Type the MAC address from the sticker under the phone and pick its extension. 3. Save and open the Setup card . 4. Put the provisioning address in the phone's auto-provisioning setting, or set DHCP option 66 once on the office router. 5. Power the phone. It restarts, signs in and the status becomes Online . Add many phones 1. Press Import CSV and upload your list. 2. Review and confirm. Example scenario Padma Net Support installs 12 desk phones in a new Chittagong branch. The IT person imports a CSV of MAC addresses and extensions, sets DHCP option 66 on the router, and all phones configure themselves within minutes. Tips - Set Phone defaults first so every new phone gets the right language and time. - Use Restart & reload after changing an extension's settings. Troubleshooting The status line explains why a phone is not working: Message Fix Switched off Switch the phone on. No extension Edit the phone and choose its extension. Extension switched off Switch the extension on. Has not fetched its settings Put the provisioning URL in the phone, or set DHCP option 66. Settings fetched, not signed in The phone cannot reach the phone system. Check office internet and firewall. Never signed in Compare the details typed into the phone with the setup card. Lost connection Check power, the network cable and the office internet. PBX server not reachable Try again in a few minutes; contact support if it persists. Related pages - Extensions - Advanced features: hot desking See also Phone firmware, rollouts and phone vendors.",{"slug":53,"title":54,"group":32,"text":972},"Queues and queue wallboard Hold callers in line with music until an agent is free, and watch every queue live on a wall screen. Contents - What it is for - Who can use it - Where to find it - Queues: the list - Queue settings explained - Tasks - Queue wallboard - Example scenario - Tips - Troubleshooting - Related pages What it is for A queue sends incoming calls to a team of agents. Callers wait in line, hear music and announcements, and are answered in the order they arrived. The wallboard shows the state of every queue for a team screen. Who can use it - Queues needs the Queues permission. Plans may also limit how many queues you can create (\"N of M queues used\"). - Queue wallboard needs the Live calls permission. Where to find it Phone → Queues and Phone → Queue wallboard Queues: the list The queue list with number, strategy, agents and wait limits. Each row shows the queue name, its Number (optional, dialled from an extension), Ring strategy , Agents , Wait limits and whether it is On or Off . New queue opens the editor, a search box filters by name or number. A side card shows the Agent codes : Log in \u002F out and Break on \u002F off , which agents dial from their extension. Queue settings explained Section Settings Queue Name , Number (2 to 10 digits), Ring strategy , Queue is on . If off, callers go straight to the timeout destination. Agents Add extensions. Level (1 to 9): level 2 agents ring only when every level-1 agent is busy or away. Move agents up or down (the order matters for \"Top down\"). Ringing & waiting Ring each agent (5 to 120 s), Maximum wait (0 = no limit), Maximum callers waiting , Wrap-up time (0 to 600 s rest after a call), Callers may join when no agent is logged in , Callers leave when every agent logs out . What callers hear Announce position , Announce every (15 to 600 s), Include estimated wait , a Music on hold choice and an Announcement with Repeat every . When the wait runs out Send the caller to an extension, queue, menu, voicemail or Hang up . Service level & alerts Answer within (SLA target) , for example 20 seconds; Alert supervisors after a caller waited this long. Priority & returning callers VIP callers first (by client tag), Back to the same agent (a returning caller rings the agent who last spoke with them, within Remember for days). Required skills Callers reach agents with these skills first. Fall back to other agents lets anyone answer if no skilled agent is free. Skills are managed in Manage skills . Call recordings Keep recordings for a different period than the organisation. Callback Offer a callback : after a wait, or when the estimated wait is long. Choose the Key to press , Offer prompt , Attempts and Minutes between attempts . Callbacks run only inside office hours, go through your outbound routes and refuse blocked and international numbers. After-call survey Ask callers to rate the call (1 to 5) after the agent hangs up; Tell callers at the start . Ring strategies Strategy Meaning Ring all Every free agent rings at once. Longest idle agent The agent free the longest rings first. Round robin Agents take turns. Top down (in order) Always starts from the first agent in the list. Fewest calls The agent with the fewest calls today rings. Random A free agent at random. Tasks Create a support queue 1. Open Phone → Queues and press New queue . 2. Enter Name \"Support\" and choose Ring strategy \"Longest idle agent\". 3. Under Agents , press Add an agent for each extension. 4. Set Maximum wait to 300 seconds and pick a timeout destination, for example voicemail. 5. Turn on Announce position . 6. Save. Then point an inbound number or IVR key at the queue (see Routes and IVR menus). Let agents take a break 1. The agent opens the softphone and chooses Call queues , then a break reason; or dials the break code. 2. To return, choose Take queue calls . Offer callbacks to long waits 1. Edit the queue, open Callback . 2. Turn on Offer a callback and set Offer after waiting to 60 seconds. 3. Check Call back later for requests. Queue wallboard A live, full-screen board for a wall TV. Control Meaning Light screen \u002F Dark screen Changes the theme. Full screen \u002F Exit full screen Fills the display. Live \u002F Reconnecting... Connection state. \"Today's figures not updated\" appears if totals are late. Today across all queues Waiting now , Longest wait , Answered today , Service level today , Abandoned today , Agents free . Queue cards Per queue: callers Waiting , Target , SLA today , Abandoned , Answered , ASA (average speed of answer) and Agents . A card turns Over target or \"Waiting too long\" when limits are passed. Open it from the menu, or from the Queue report. Example scenario Padma Net Support creates two queues, \"Support\" (extension 600) and \"Billing\" (601). Support uses Longest idle agent , a 20 s SLA target and Alert supervisors after 120 s. The wallboard on the wall shows Support in amber (\"Over target\") during the 10:00 rush, so Nusrat asks two back-office staff to log in with the queue login code. Tips - Keep level 1 for your best agents, level 2 for overflow. - Add a short announcement (\"Your call is important to us\") and repeat it every 45 to 60 seconds. - A queue with no agents logged in sends callers to the timeout destination at once; check Callers may join when no agent is logged in . Troubleshooting Problem Fix \"Your plan's queue limit is reached.\" Delete a queue or upgrade the plan. Callers never reach the queue Point an inbound number, IVR key or call flow at it. Agent does not ring They may be Logged out , On break , on Do not disturb , or in Wrap-up . Wallboard empty \"Create a call queue and turn it on; it appears here with its callers and agents.\" Related pages - Call back - Switchboard - Live calls - Workforce planning",{"slug":74,"title":75,"group":32,"text":974},"Inbound and outbound routes Decide which number rings where, and which trunk carries each outgoing call. Contents - What it is for - Who can use it - Where to find it - Inbound routes - Outbound routes - Outbound caller ID - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Inbound routes (each one is a number customers dial) say what happens when someone calls: which extension, group, queue, menu or AI receptionist answers, by time of day and caller. Outbound routes choose the trunk for each number your team dials. Who can use it Administrators with the Official numbers (inbound) or Outbound routes permission. Where to find it Phone → Setup → Inbound routes and Outbound routes . For a visual map of an inbound route use Call flows (guide). Inbound routes Add route creates one. Fields: Section Field Meaning Number Name Shown in the list; the number is shown when empty. Number called The public number (digits, optional leading +). Trunk The trunk it arrives on. Without one, calls are taken on any enabled trunk. Destination Destination Extension, ring group, queue, IVR menu, AI receptionist, voicemail, and so on. If no one answers What happens when nobody picks up in time. Office hours Work schedule Use the organisation's hours, a custom weekly schedule or a work schedule. After-hours action Where calls go when closed (pick an action, Forward to a number, or play a closed message). Holiday routing On holidays : same as after hours, or a message. Calls Record calls , Play the consent announcement Recording and \"This call may be recorded\". Caller rules Rules checked from the top before office hours Number is , Number starts with , Client tag , Contact group , Anonymous caller ; apply Any time , During office hours or Outside office hours ; then route the call or Block it ( Reject as busy or Hang up , optionally playing a message first). Top rule wins. Test a call simulates a call: enter Number called , an optional Caller number and Date and time , press Run test . You see whether the office is Open or Closed , which rule matched, and where the call goes. No call is made. Warnings tell you when a number cannot receive calls: no trunk and no enabled trunk, or its trunk is disabled. When you pick a Trunk and that trunk has no default caller ID yet, saving the route sets the trunk's caller ID to this route's number. A caller ID you set on the trunk yourself is never replaced, and with several routes the first one wins. Outbound routes Routes are checked from the top; the first match wins. Drag a card or use the arrows to reorder. Field Meaning Name For example \"Bangladesh mobile\". Dial patterns Up to 20, press Enter after each. Trunks (failover) The first trunk is tried first; the next is used if it fails, is down or is full. Routing mode Priority order or Least cost (see Rate decks). Strip digits \u002F Prepend Rewrite the number for the provider. Caller ID One of your numbers; Force this caller ID overrides the extension's own. Who can use it All extensions or Only some extensions . Enabled A disabled route is skipped. Add Bangladesh starter routes adds emergency 999, mobile (01...), IPTSP (09...), +880\u002F880 mobile and international routes, all disabled so you can review and enable them. Dial pattern syntax Character Meaning X Any digit 0 to 9 Z Any digit 1 to 9 N Any digit 2 to 9 [135] or [3-9] One digit from a set or range . One or more digits (last character only) ! Zero or more digits (last character only) + A leading plus (first character only) Examples: BD mobile 01[3-9]XXXXXXXX ; international 00. or +. . Test a number : enter a number and optionally the extension it is Dialed from , press Test . You see the matched route, the Number sent , and the Trunk order . Outbound caller ID The number the called person sees comes from the first that applies: the route's caller ID when forced, the number the customer called (when returning a missed call), the extension's own outbound caller ID, the route's, the trunk's default, then the provider's default. Calls through a GSM gateway always show the SIM's own number. Tasks Add the number customers call 1. Open Inbound routes and press Add route . 2. Enter the number (for example +880 2 5550100, an example number) and choose its trunk. 3. Choose the destination, for example the IVR menu \"Main menu\". 4. Under Office hours choose the after-hours action: voicemail. 5. Save, then press Test a call to check the result. Send mobile calls over a cheap trunk with failover 1. Open Outbound routes and press Add route . 2. Name \"Bangladesh mobile\", pattern 01[3-9]XXXXXXXX . 3. Add \"Provider A\" as primary and \"Provider B\" as Failover 1 . 4. Save, enable, and verify with Test a number . Block anonymous callers 1. Edit the inbound route, Caller rules , Add rule . 2. Match = Anonymous caller , When = Any time , turn on Block , How to block = Reject as busy . Example scenario Padma Net Support has public line +880 2 5550100 (example) on Provider A. Office hours 9:00 to 18:00 go to the IVR; after hours go to voicemail; VIP clients with the tag \"Corporate\" are routed straight to extension 1002 by a caller rule. Tips - Always run Test a call after editing hours or rules. - Keep an enabled route for emergency 999. - Put specific patterns above general ones. Troubleshooting Problem Fix \"This number can't receive calls\" Add or enable its trunk. \"This number would not go out\" No enabled route matches, the extension is not allowed, or no trunk is enabled. Caller ID not shown as expected See Outbound caller ID. Providers often reject numbers you do not own. Calls ring the wrong place after hours Check Work schedule , Office hours and holidays. Related pages - Trunks and rate decks - Call flows, IVR menus, office hours and audio - Call tracking See also Authorization codes to ask for a PIN before a route dials.",{"slug":95,"title":96,"group":32,"text":976},"Phone server, 3CX import and WhatsApp calling Run the 9bx phone system on your own server, bring your setup over from 3CX, and take calls on a WhatsApp Business number. Contents - Phone server - Import from 3CX - WhatsApp calling - Example scenario - Tips - Troubleshooting - Related pages Phone server What it is for: by default 9bx hosts your phone system for you. If your plan includes your own phone server , you can install it on a server you control. You run one command; 9bx never logs in to your server. Who: the account owner or an administrator with the Phone server permission, on a plan with the own-server feature. To send the request you confirm with your account password, plus your authenticator code if two-factor authentication is on for your account. Where: Phone → Advanced → Phone server The process Step What you do Request Enter the Server IP (egress) (the public address the server reaches the internet from), Public SIP IP if phones connect to a different address, and your Address for browser calls : 9bx address (recommended) , where 9bx creates the DNS record, or Use my own domain , where you create one DNS record (copy it from the box under the domain): a CNAME (recommended) to a 9bx address shown there, so you add a single record and never touch it again if your server's address changes, or an A record that points to your server. You can send the request before the record exists; Check DNS is optional. Add a certificate contact email. Press Send request . DNS record For your own domain, the page shows Waiting for DNS with the exact record, when it last checked and when it checks next. 9bx checks every minute for the first 15 minutes, then less often, for up to 48 hours, and sends you a notification and an email when the record is found ( Verified ). Press Check now to look at once. If it is not found within 48 hours the status becomes Not found with the reason; fix the record and press Check now , or cancel. Where do I add this record? shows the steps. Approval The 9bx team reviews new requests, usually within one working day, and you are notified. Approval and the DNS check run at the same time. Install command Press Generate install command . It holds a one-time token that works for 30 minutes and only from your server's IP. It is shown once ; copy it. Run it Log in to the server as root and run both lines. The second line checks the file before running it. Progress A five-step tracker at the top shows Send request , Approval , DNS record , Run the command and Connected . During the install the page shows stages: Request sent , Approval , Install command run , Server checks , Reachable from the internet , Installing the PBX , Connected to 9bx . Other buttons: Cancel request , Cancel this install , Request update (when a newer installer is available; the update runs on the same server with a new one-time command), Request new server (move to a new server; the old one is cut off when the new one is ready) and Remove server (phones registered through it stop working; nothing on the server is deleted). Sensitive actions ask you to Confirm it's you with your password, and with an authenticator code only when two-factor authentication is on for your account. Import from 3CX What it is for: bring extensions, ring groups, queues, IVR menus, office hours, inbound and outbound rules, SIP trunks, prompts and hold music across from 3CX in a few minutes. Who: users with the Import permission. Where: Phone setup → Advanced → Import from 3CX . Four steps: Upload , Review , Options , Import . 1. Upload: drop a 3CX backup (.zip) or a CSV export (Extensions CSV or Phonebook CSV), up to the shown size. In 3CX, create the backup under Admin console, Backup, Create backup, leaving out recordings and voicemail to keep it small. For CSV use Users (or Extensions), Export, and Contacts, Export. 2. Review: see what will be created, by type: audio, SIP trunks, extensions, ring groups, call queues, IVR menus, office hours, holidays, inbound and outbound routes. 3. Options: choose how conflicts and people are handled. 4. Import: watch progress and read the report. Your file is deleted when the import finishes, or after a few hours at the latest. Trunk passwords are never taken, so re-enter them on each trunk. Import statuses: Ready to review , Waiting to start , Importing , Completed , Stopped , Discarded , File expired . WhatsApp calling What it is for: take and make calls on your own WhatsApp Business number, routed like any other line to extensions, IVR and queues, with recording. Who: users with the WhatsApp calling permission. It is an add-on to your plan (\"WhatsApp calling is an add-on\"). Where: Phone setup → Advanced → WhatsApp calling Item Meaning Connect WhatsApp Opens a Meta window where you sign in and pick your WhatsApp Business account and number. Connect manually is available if self-service sign-up is not available. Calls follow The inbound route whose office hours, IVR, queue and caller rules apply to WhatsApp calls. Show the call button in WhatsApp Customers see a call icon in their chat. Allow calls out Agents can call people who gave permission. Meta charges these calls to your WhatsApp Business account ; 9bx does not bill them. Meta status , Call permissions , Minutes this month Health and usage, for your information. Disconnect Turns calling off at Meta; its calls stop reaching 9bx. Example scenario Padma Net Support installs its phone server in its own Dhaka data centre. They send the request for pbx.padmanet.com straight away, add the A record afterwards, get an email when the DNS record is verified, the request is approved the next morning, the install command is run, and after about ten minutes the page shows Connected to 9bx . They then import their old 3CX backup and re-enter two trunk passwords. Tips - Copy the install command immediately; you can always generate a new one (the old one stops working). - Run the 3CX import on a quiet day and check the report line by line. -",{"slug":62,"title":63,"group":32,"text":978},"Web softphone A phone inside your browser: dial pad, directory search, hold, transfer, park, conference, queue controls and call recovery after a page refresh. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for The softphone lets you make and take calls from 9bx using your headset, with the customer's details shown on screen. Who can use it Staff whose user is linked to an extension that is switched on, and whose role includes the phone. Your administrator sets this up (see Extensions). Where to find it The Phone button in the top bar (\"Open phone\"). The status shows Ready , Connecting... , Offline , Can't connect or Not set up . The screen explained The softphone dial pad, history tab and an active call. Dial pad and history Item Meaning Dialpad tab Type a name, ID, number or extension; matching Colleagues , Clients , Contacts and Leads appear (with Favourites ). Press Call . History tab Calls on this extension. Press a row to redial (\"Call ... again\"); Load more shows older calls. Status can be Answered , Missed , Busy , Failed , Voicemail . Ext. choice If you have several extensions, choose which to call from. Presence Available , Away , At lunch , Do not disturb (calls skip your phone and follow your forwarding or voicemail). During a call Button What it does Mute \u002F Unmute Stops your microphone. Hold \u002F Resume Puts the caller on hold. Keypad Sends key presses, for example to an automated menu. Transfer Blind moves the call straight away; Consult first puts the caller on hold while you talk to the new person, then you press Complete transfer (or Cancel ). Add call Calls a second number; the first call goes on hold. Merge \u002F Split \u002F End all Builds a conference (everyone hears each other; audio is mixed in your browser, so keep the tab open). Record Appears when recording is \"on demand\" for your extension. Hang up Ends the call. Switch Moves between several calls. Call waiting A second incoming call offers Hold & answer , End & answer or Decline . Park a call Dial the park feature code (shown under Feature codes ) to park a call and pick it up from another phone by dialling the slot number. Incoming calls An incoming call shows who is calling (the client, lead or contact record is found automatically, with open tickets and last call) and Accept \u002F Decline . Open record opens the customer profile. Wrap-up After a call, a Wrap up the call window asks What was it about? (call topic), Caller category , a Note , and Follow-up needed . Quick actions: Create ticket and Create lead . Wrap-up can be Required , in which case new calls are held for a short time while you finish. Queue and forwarding - Call queues : Take queue calls , choose a break reason, or Log out of queues . My queues shows waiting callers and Pick up to answer one out of turn. - Call forwarding : Always , When busy , When not answered , When offline , to an extension, ring group, external number or voicemail. While \"Always\" is on, other rules are skipped. - Feature codes : a reference list of star codes. Supervisor monitoring Your phone rings when you start monitoring. Choose Listen , Whisper or Barge (see Live calls). Settings Setting Meaning Microphone \u002F Speaker Choose devices; microphone changes apply from the next call. Relay only Sends audio through the relay server. Turn on if people cannot hear you on a strict office or mobile network. Incoming call notifications Browser notification when 9bx is in the background. Resume a call automatically after a reload Or Follow the organization . Call recovery after a refresh If you refresh the page or it reloads during a call, the caller is kept on hold for a short grace period and a Call in progress - Resume banner appears. Press Resume to carry on, or Hang up . A countdown shows the time left. If the time runs out the caller is sent to the fallback (voicemail, a queue or hang up) set by your administrator. Tasks Make a call 1. Open the softphone and wait for Ready . 2. Type a name or number. Pick a match, or press Call to dial what you typed. 3. Allow microphone access if the browser asks. Transfer with an introduction 1. During the call press Transfer and choose Consult first . 2. Enter the extension and press Call . Talk to the colleague. 3. Press Complete transfer . If they cannot help, press Cancel and press Switch to return to the caller. Recover a call after refreshing 1. Press Resume in the Call in progress banner within the time shown. 2. Check your microphone and carry on. Example scenario Imran at Padma Net Support answers a call from a customer. The softphone shows \"Open tickets: 1\" and the last call yesterday. He puts the customer on hold, consults the billing colleague on extension 1012, then completes the transfer and saves the wrap-up with the topic \"Billing\". Tips - Use a headset; allow notifications so you do not miss calls when 9bx is in another tab. - Do not refresh during a call; if it happens, resume immediately. - Press Reconnect if the status says Offline . Troubleshooting Problem Fix \"No extension linked to you\" Ask your administrator to link you to an extension. \"Your extension is switched off\" An administrator must switch it back on. \"Phone system not set up yet\" \u002F \"Phone system is getting ready\" Your organisation has no phone server yet, or it is still being prepared. Try again in a few minutes. \"Calling isn't enabled for you\" Your role does not include the phone. Microphone blocked Allow microphone access from the browser's address bar, then try again. People cannot hear me Turn on Relay only in softphone settings. \"Your line is connected in another 9bx tab\" Only one tab carries call audio. Switch to that tab. Transfer failed \"The transfer didn't go through. The call is still connected.\" Try again. Related pages - Browser extension - Extensions - Switchboard - Advanced features",{"slug":50,"title":51,"group":32,"text":980},"Switchboard The operator console: every call and every colleague on one screen, with drag-and-drop transfer, park slots, pick up and monitoring. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for A receptionist or operator uses the Switchboard to see who is free, who is on a call and which callers are waiting, and to send calls to the right person without picking up a handset. Who can use it Users with the Switchboard permission. To use actions that ring your own phone (pick up, intercept, listen), your user must be linked to an extension. Where to find it Phone → Switchboard The screen explained Switchboard with the Calls tab, people list and park slots. At the top, a status shows Live , Refreshing or Not connected , and tiles count Active calls , Ringing , Parked and In queues . Shortcuts lists the keyboard shortcuts. Tabs Tab What it shows Calls Live calls with state ( Ringing , Talking , On hold , Waiting , Parked , In queue ), direction, the line used and whether the caller is in your phonebook. \"Being monitored\" marks a call a supervisor is listening to. People Colleagues with presence ( Available , Ringing , On a call , Do not disturb , Away , At lunch , Offline ). Search by name, extension or department; filter by branch and department; mark Favourites ; press Call . Queues Each queue with callers waiting, Longest wait , free and busy agents, and Take next \u002F Take to answer a caller yourself. VIP callers are marked. Park Numbered park slots. A slot shows Free or In use and who parked the call. Take call retrieves it. Recent Recent calls with Missed and Call back . Call actions Action What it does Transfer Opens \"Send call\". Choose a colleague, then Transfer now (rings them straight away), Speak to them first (caller waits on hold while you talk) or Send to voicemail . For a call between two people choose which side moves. Pick up Rings your phone with a ringing call. Intercept Takes a talking call over on your phone. Hold \u002F Resume Puts the call on hold or back. Park Puts the call in the first free park slot. Take back removes it. Voicemail Sends the caller to the voicemail of the person called. Hang up Ends the call after confirmation (\"Both people will be disconnected\"). Listen , Whisper , Barge Supervisor monitoring through your phone. Dragging a call onto a colleague transfers it; dropping it on a park slot parks it. Tasks Transfer a live call from the switchboard 1. Open Phone → Switchboard , tab Calls . 2. Drag the ringing or talking call onto a colleague in People . Or select the call and press Transfer . 3. Choose Transfer now . \"Call transferred.\" confirms it. Announce a transfer (consult first) 1. Press Transfer on the call and pick the colleague. 2. Choose Speak to them first . The caller hears hold music. 3. Talk to your colleague on your phone, then press Complete transfer , or Cancel and take the caller back . Park a call for a colleague 1. Select the call and press Park (or drop it on a free slot in Park ). 2. Tell your colleague the slot number, for example \"slot 2\". 3. They open Park and press Take call , or dial the slot number from their phone. Example scenario At Padma Net Support the receptionist, Farzana, sees a caller from the \"Billing\" queue waiting 90 seconds. She presses Take next on the queue; her phone rings with the caller. After hearing the issue she drags the call onto \"Imran (ext 1007), Technical\" and chooses Speak to them first , briefs Imran, then presses Complete transfer . Tips - Pin the five colleagues you transfer to most as Favourites . - Use keyboard shortcuts (arrow keys to select a call, then the shortcut key) for fast operation. Troubleshooting Problem Fix Transfer greyed out The call must be selected, and a transfer needs a colleague with an extension. Voicemail transfer is also unavailable for people without voicemail (\"... has no voicemail\"). \"No extension is linked to your account.\" Ask your administrator to link you to an extension. Pick up, intercept and listen ring your own extension. \"Your role or plan does not include the switchboard.\" The Switchboard permission is needed. Some actions fail or do nothing Switchboard actions depend on the phone server running a recent version. If actions fail while Live calls works, ask your administrator to run the phone server update (see Phone server). Platform-hosted servers are updated by 9bx. \"Could not read the PBX. Showing the last known state.\" The phone server did not answer. The screen shows the last known state and retries. Everyone shows Offline \"Who is signed in could not be read, so nobody is shown as offline.\" Presence will return when the server answers. Related pages - Live calls - Queues - Web softphone - Extensions",{"slug":71,"title":72,"group":32,"text":982},"Trunks and rate decks Connect your phone provider (trunk) and record what each provider charges (rate decks) so the cheapest route can be used. Contents - What it is for - Who can use it - Where to find it - Trunks - Rate decks - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for A trunk is the connection between your phone system and your provider (IPTSP) or a GSM gateway. All calls in and out of your inbound routes go through trunks. A rate deck is the provider's price list for one trunk. Who can use it Administrators with the Trunks permission. Rate decks use the same permission. If your organisation has no phone server yet, you can still save trunks; they are sent to the server once one is assigned. Where to find it - Phone → Setup → Trunks - Phone → Advanced → Rate decks Trunks The trunk list with registration status. Each trunk card shows Host , Port , Transport , Auth , Channels , Numbers (inbound routes using it) and a Status : Status Meaning Registered \u002F Reachable Working. Syncing Being sent to the phone server. Registration failed \u002F Unreachable Provider not accepting or not answering. Disabled Not used for any call. Sync failed The change could not reach the phone server. Gateway not registered A GSM gateway has not signed in. PBX not configured No phone server assigned yet. Buttons: Add trunk , Sync now , Check status , Edit , Delete (blocked while inbound routes still use it). Add trunk wizard Four steps: Provider , Details , Connect & test , Done . Choose a provider from Bangladesh or Global , or GSM gateway or Set up by hand . Starting values are filled in; providers marked Verify with provider need you to compare values with your welcome letter. Field Meaning Trunk name Display name, for example \"Provider A main\". Server address (Host) , Port , Transport From your provider. How the provider knows you Registration (username and password), IP auth (the provider trusts your server's IP) or GSM gateway . Username , Password The password is stored encrypted and never shown again. Registration interval 60 to 3600 seconds. Default caller ID Optional. The number shown on outside calls when a route does not set one. Leave it empty: it is filled from the first inbound route you add on this trunk (never replaced once set). The trunk list shows the inbound numbers on each trunk, and a warning \"Add an inbound number or caller ID — outside calls will fail\" while there is none. Max channels Concurrent calls your provider allows. Strip digits \u002F Prepend Digits removed or added in front before sending. Codecs In order of preference; PCMA is standard in Bangladesh. DTMF mode How key presses are sent. After saving, 9bx signs in and shows Connected , Could not connect , Still waiting or Saved, phone system not set up yet . The final screen offers Outbound routes and Rate deck as next steps. Rate decks A rate deck with prices per prefix. A deck holds Currency , Connect fee (once per answered call), Billing increments (minimum seconds, then step; 60\u002F60 bills whole minutes, 1\u002F1 by the second) and a list of Prefix , Destination and Rate per minute . One deck per trunk. Buttons: New rate deck , Edit deck , Export CSV , import a provider CSV, add prefixes by hand, Delete . When an outbound route uses the routing mode Least cost , the cheapest trunk for each dialled number is tried first from your decks and the rest stay as backup. The Call costs report uses decks to estimate spend. Tasks Connect a provider by registration 1. Open Phone setup → Trunks and press Add trunk . 2. Choose your provider, then Continue . 3. Enter host, username and password from the welcome letter. 4. Press Connect & test . Wait for Connected . 5. Press Outbound routes to send calls through it. Use the cheapest trunk 1. Open Advanced → Rate decks and press New rate deck for each trunk. 2. Import the provider's price CSV, or add prefixes one by one. 3. Open your outbound route and set Routing mode to Least cost . 4. Use Test a number on the route to see the ranking (\"1 min ≈ ...\"). Example scenario Padma Net Support has \"Provider A\" (cheap for mobile) and \"Provider B\" (cheap for international). They create a deck for each and set the international route to Least cost . Calls to +44 numbers go through Provider B first, and Provider A takes over if B is down. Tips - Keep a second trunk as failover; list it second in the route. - Set Max channels to what your provider allows so you never exceed it. - If your provider uses IP authentication, ask them to allow your phone server's address. Troubleshooting Problem Fix Registration failed Check host, username and password. Some providers only accept calls from addresses they know. Cannot delete a trunk \"N inbound route(s) still use this trunk.\" Move them to another trunk first. Sync failed Press Sync now . If it repeats, contact support. Least cost does not pick the cheapest The trunk may have no deck, no rate for that number, a different currency, or be unreachable (tried last). Related pages - Routes - Phone dashboard - Phone server",{"slug":44,"title":45,"group":32,"text":984},"Voicemail Listen to messages callers left when nobody could answer. Contents - What it is for - Who can use it - Where to find it - The screen explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Voicemail lists messages left on your extension (or, if you are allowed, on other mailboxes) so you can play, download and mark them. Who can use it Everyone on the phone system. Normal users see their own extension's messages; users with wider access can pick All mailboxes . Where to find it Phone → Voicemail The screen explained Item Meaning All \u002F New \u002F Heard filter Shows every message, only unheard ones, or only heard ones. The \"N new\" badge counts unheard messages. Caller Who left the message (\"Unknown caller\" when withheld). Mailbox The extension it was left for. Length , Received Duration and time. Play \u002F Pause Plays the message in the page. Mark as heard \u002F Mark as new Changes its status. Download Saves the audio file. Emailed The message was also sent to an email address. Heard on the phone You already listened from a desk phone. Delete Removes the message after confirmation. Tasks Listen to your messages 1. Open Phone → Voicemail . 2. Choose New . 3. Press Play on a message. 4. Press Mark as heard , or return the call from Call back. Check voicemail from a desk phone 1. Dial the voicemail code (by default 97 ). 2. Enter your voicemail PIN (set on your extension). Example scenario At 8:30 Tahmina opens Voicemail and finds two new messages left overnight on the support line. One is from a customer asking for a plan upgrade. She plays it, marks it heard and creates a lead from the call history. Tips - Set a voicemail PIN of 4 to 10 digits on every extension so people can check from a desk phone. - An administrator can have voicemail audio emailed to the owner too. Troubleshooting Problem Fix No voicemail shown Voicemail must be on for the extension ( Extensions & call groups , edit, Voicemail ). \"The message could not be played. Try again.\" Try again. If it persists the recording storage may be unavailable. Callers hear busy instead of voicemail Voicemail is switched off for that extension. Related pages - Extensions and call groups - Feature codes",{"slug":163,"title":164,"group":164,"text":986},"Team performance Plan staffing, score quality, motivate agents and review agent screens, all in the Team performance section of the PBX & Call Center app, for call centres and support teams. Contents - The four areas - Where setup lives - Plans and permissions - Suggested order The four areas Area What it does Guide Workforce Forecast volume, build schedules, track adherence live, handle time off and swaps. In the Scheduling hub: Live staffing, Schedules, Forecast, Time-off & swap requests, Scheduling reports. My schedule is under Home → My work . Workforce Quality Scorecards, manual and AI evaluations, review queue, calibration, QA reports. In the Quality checks hub: Review queue, Evaluations, Scorecards, Score calibration, QA reports. My evaluations is under Home → My work . Quality Gamification Points, levels, leaderboards, badges and contests. In the Leaderboards & contests hub: Leaderboard, Wallboard, Badges, Contests. My progress is under Home → My work . Gamification Screen recordings Consent-based agent screen capture with audit. Page: Recordings. Screen recordings Where setup lives Each area has a setup page under PBX & Call Center settings → Team performance : Setup page Belongs to WFM setup Workforce: rules, queues and teams, people. QA settings Quality: on\u002Foff, dispute window, AI caps, sampling rules. Gamification setup Gamification: points rules, goals, badges, fairness. Recording policy Screen recordings: mode, privacy, retention. Plans and permissions Every area is a separate plan feature (Workforce, Call QA, Gamification, Screen recording). If the menu item is missing, either your plan does not include it or your role lacks the permission; ask your administrator. Agents usually get the personal pages only (My schedule, My evaluations, My progress); supervisors and managers get the rest. Suggested order 1. Quality: create a scorecard and a weekly sampling rule. 2. Workforce: add queues and people, run a forecast, publish a schedule. 3. Gamification: add two or three points rules and a goal. 4. Screen recordings: only if your policy and law allow it; start with \"On request only\". Related: PBX & Call Center, especially Queues and Call insights.",{"slug":173,"title":174,"group":164,"text":988},"Gamification Points, levels, leaderboards, badges and contests that make everyday targets more engaging, with fairness controls for managers. Contents - What it is for - Who can use it - Where to find it - Pages for agents - Gamification setup - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Agents earn points for work such as calls handled, tickets resolved, deals won or QA score. Managers define the rules, goals, badges and contests. Boards refresh every few minutes. Who can use it Needs one of the PBX & Call Center, Inbox or CRM modules. Permission Lets you View (players) See My progress, Leaderboard, Wallboard, Badges, Contests. Manage Open Gamification setup and manage contests. Export Export leaderboard data. Where to find it PBX & Call Center → Team performance → Leaderboards & contests : Leaderboard , Wallboard , Badges , Contests . My progress is under Home → My work . Managers: PBX & Call Center settings → Gamification setup . Pages for agents Page What it shows My progress Level and Total points (\"N points to level N+1\"), Today , This week , Rank , Streak (earn the minimum points in a day to start one), My goals , Latest badges , Running contests and Team activity . The switch Show my name on leaderboards controls whether others see your name; off shows you as an anonymous agent. Leaderboard Ranking by Today , This week , This month , Last week , Last month , for Everyone , a Team or a Queue . Export CSV . Notes tell you when names are hidden or only agents who opted in are named. Wallboard The leaderboard as a big TV mode screen with Live status, Toggle full screen , Leave the wallboard and the running contest. Badges Earned and still-to-earn badges in tiers ( Bronze , Silver , Gold , Platinum ), how many agents hold each, and whether it is Weekly . Contests Contest (ranking) and Challenge (target) . Phases: Running , Starts soon , Finished , Draft , Cancelled . Shows prizes, Standings and Winners . Metrics that can earn points include Calls handled , Average handle time , Call CSAT , Answer rate , First call resolution , Tickets resolved , Ticket CSAT , Deals won , Deal value won , New leads , Calls made , Tasks completed , Chats resolved , Chat CSAT , QA score , Sales and successful dispositions and Schedule adherence . Gamification setup Tabs: Points rules , Goals , Badges , Settings . Tab What you set Points rules Add rule : Name , Metric , How it pays ( Points for every unit or Flat award for reaching a value ), Points , Minimum samples (calls or ratings needed before an average counts), Daily cap per agent , Applies to , Active . Rules apply from the next refresh and the last three days are recalculated. Goals KPI targets for everyone, a team, a queue or one agent, per Daily , Weekly or Monthly period. Goal is met when the value is at least or at most the target (lower is better). Reward points . Badges Add badge : name, Tier , Bonus points , icon and Earned when : a metric reaches a value in one day, a lifetime total, total points, a streak of active days, or a goal met several periods in a row. Can be earned every week . Retiring a badge keeps it for those who earned it. Settings Gamification is on ; Names on leaderboards ( Everyone sees names , Anonymous , or Opt-in ; managers always see names); Points for an active day ; Level curve ; Activity feed ; Fairness : most points per day, Shortest call that counts as handled , Call outcomes that never count , People left out of the game ; Wallboard period and refresh; and Adjust points by hand (agent, points, reason; recorded with your name). Contests: New contest (name, description, type, target, Better is higher or lower, start and end, prizes). Use Finish now to award prizes and Cancel contest to stop without prizes. Tasks Reward resolved tickets 1. Open Gamification setup → Points rules → Add rule . 2. Metric : Tickets resolved. How it pays : Points for every unit, 5 points. 3. Set Daily cap per agent to 100 and save. Start a weekly contest 1. Open Contests , press New contest . 2. Type Contest (ranking) , metric Calls handled, start Sunday, end Thursday. 3. Add prizes and save; Finish now awards them early if needed. Keep it fair 1. In Settings → Fairness , set the shortest call that counts as 30 seconds. 2. Add supervisors and test accounts to People left out of the game . Example scenario Padma Net Support runs a contest \"Fastest first response\" for a week. Imran leads the TV wallboard in the break room, earns the Gold badge \"Streak of 10 days\", and reaches level 4. Nusrat later corrects a wrongly counted day with Adjust points by hand and a reason. Tips - Cap daily points so one metric cannot dominate. - Prefer teamwork goals (team queue targets) as well as individual ones. - Choose Opt-in or Anonymous names if morale is a concern. Troubleshooting Problem Fix \"Gamification is not available\" Ask your administrator to switch it on. Leaderboard is empty \"Nobody has scored yet\". Points appear as agents handle calls and chats; boards refresh every few minutes. Points look low Check Minimum samples , Daily cap , and fairness exclusions. Your name does not appear Opt-in is on and Show my name on leaderboards is off, or the organisation hides names. Related pages - Quality - Workforce - Team performance overview",{"slug":170,"title":171,"group":164,"text":990},"Quality (QA) Score calls and chats with scorecards, by people and by AI, then coach, calibrate and report. Contents - What it is for - Who can use it - Where to find it - The pages explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Quality shows what \"good\" looks like (scorecards), scores real interactions against it, lets agents acknowledge or dispute their scores, and reports where coaching is needed. Who can use it Needs the PBX & Call Center module. Permission Lets you Manage Scorecards, sampling rules, settings, resolve disputes, reports and export. Evaluate Pick interactions, score them, work the review queue, review AI scores. Calibrate Calibration sessions and their variance. View own An agent's own evaluations: acknowledge or dispute. Where to find it PBX & Call Center → Team performance → Quality checks : Review queue , Evaluations , Scorecards , Score calibration , QA reports . My evaluations is under Home → My work . Settings: PBX & Call Center settings → QA settings . The pages explained Scorecards The questions, their weights and the pass mark. Status Draft , Active , Archived . Buttons: New scorecard , Duplicate , Activate , Archive . Editor field Meaning Name , Channel ( Call or Chat ), Description Basics. Pass mark A score at or above this passes. Applies to Queues, chat teams or teams (departments). Empty means everywhere. The most specific card wins: queue, then team, then the default. Sections and criteria Each section has a Weight . Each criterion has an Answer type ( Yes \u002F no or Scale with Lowest and Highest ), Help text , Guidance for the AI , Can be N\u002FA , and Critical (auto-fail) : a failing answer fails the whole evaluation. AI auto-QA Score with AI , Share to score (below 100% scores a steady sample), Shortest call , Fewest messages , Flag scores below , Show AI scores to the agent , Extra instructions for the AI . When a scorecard already has evaluations, changing questions, weights or pass mark saves a new version ; finished evaluations keep their version. Evaluations Every scored call and chat. Tabs: Evaluations , Find a call or chat , My drafts . Filters: channel, source ( Human or AI ), status, result, flag ( Low score , Critical fail , Compliance miss , Unhappy customer ), agent, Only disputed . Export CSV . Find a call or chat: choose channel, scorecard, agent, direction, dates, Longer than (seconds) , and Not scored by a person yet , then Search or Random pick . Only answered calls with a recording and chats an agent resolved are listed. Press Evaluate to open the workspace. The evaluation workspace The call or chat transcript with the recording on one side, the scorecard on the other. Answer each criterion ( Yes , No , N\u002FA ) with notes. Buttons: Save draft , Submit , Discard draft , comments with timestamps, Coaching notes and Mark coaching done \u002F Reopen . For AI-scored items: Confirm AI score , Override answers , Save review . For disputes: Adjust answers and Resolve dispute ( Uphold keeps the score, Adjust recalculates). My evaluations (agents) Your Average score , Pass rate , evaluations, items Waiting for you and a weekly trend. Open one to read it, then Acknowledge or Dispute (say what you disagree with; a manager reviews the call; you can dispute within the number of days set in QA settings). Review queue The calls and chats picked for you to score this week by sampling rules. Start to score, Skip to remove an item, Show everyone's for managers. Calibration Several evaluators score the same call or chat blind so you can see how far apart they are. New session : Name , Call or chat ID (from Call history or the chat inbox), at least two Evaluators (not the agent of the interaction), Due . Score it to take part; Close session shows the Mean score , Range , Spread , each evaluator against the mean or a Reference , and the Criteria where evaluators disagree most. QA reports Tabs: Overview (average, pass rate, evaluations, AI against human, critical fails, open disputes, a trend, and breakdown by agent, team and queue), Failure heatmap (pick one scorecard; share of answers that failed each criterion), AI vs human (how far the AI can be trusted: answers left unchanged, mean score difference, independent comparisons) and Coaching (open coaching items by age). QA settings Quality assurance is on (off stops AI scoring and sampling for the whole organisation), Dispute window in days, AI evaluations a month \u002F a day caps, and Sampling rules : Add rule to pick random calls or chats per agent per week , optionally for chosen agents, with Run now . AI scoring uses your own AI keys first; the platform engine is used only while your plan includes AI and minutes remain. Tasks Create and activate a call scorecard 1. Open Scorecards and press New scorecard . 2. Name it \"Support calls\", channel Call , pass mark 80. 3. Add a section \"Opening\" (weight 20) with the criterion \"Greeted with company name\" (Yes\u002Fno). 4. Add a section \"Resolution\" (weight 50) with \"Solved the issue\" (Yes\u002Fno) and mark \"Verified the customer's identity\" as Critical . 5. Save and press Activate . Score a call 1. Open Review queue , press Start on an item. 2. Listen, answer each criterion, add an overall comment and coaching notes. 3. Press Submit . Dispute a score (agent) 1. Open My evaluations , open the evaluation. 2. Press Dispute , explain, submit. Set up weekly sampling 1. Open QA settings → Add rule , choose 3 per agent per week. 2. Press Run now to test; items appear in each evaluator's Review queue . Example scenario Padma Net Support sets a \"Support calls\" scorecard, pass mark 80, with AI scoring on for 30% of calls. Every week 3 calls per agent land in the review queue. Imran scores 72 on one call because he skipped identity verification (a critical fail). He reads the coaching notes, acknowledges them, and Nusrat marks coaching done after a short chat. Tips - Keep scorecards short (8 to 12 questions). - Run a calibration session each month so al",{"slug":176,"title":177,"group":164,"text":992},"Screen recordings Record agent screens during calls and chats for quality and compliance, with consent, privacy controls and a full audit trail. Contents - What it is for - Who can use it - Where to find it - Recording policy - The recordings list - What agents see - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for Screen recordings show what the agent did on screen during an interaction, to coach, resolve disputes and prove compliance. Every view and download is audited. Who can use it Permission Lets you View Open the list, watch recordings, place or release a legal hold, download. Manage Change the Recording policy and purge recordings. Request Ask an agent to record their screen. Where to find it PBX & Call Center → Team performance → Screen recordings. Policy: PBX & Call Center settings → Recording policy . Recording policy Setting Meaning Recording mode Off (nothing is recorded), Every interaction , A sample (a percentage; the same call always gets the same answer) or On request only (a supervisor asks and the agent accepts). Share recorded The percentage for sampling. Channels Calls, chats or both. Longest recording Capture stops at this length. Private pages Capture pauses while the agent is on a page whose address starts with one of these. Keep recordings for After this the video is deleted; a legal hold keeps it. Each agent must agree in their browser's share dialog every time. Nothing is recorded without that consent. The recordings list Columns: Agent , Started , Call or chat (opens the interaction), Length , Why recorded ( Every interaction , Sampled , Supervisor request ), Status ( Recording , Processing , Ready , Failed , Purged ) and the number of pauses . Open a recording to see Agent screen with Load the screen recording , Match audio position (syncs with the call audio), Paused time , Call history and the Access audit (who started, watched, downloaded, purged, requested, held or released it). Button What it does Download Saves the video; recorded in the audit log. Place legal hold \u002F Release hold A held recording is never deleted by retention. Purge Deletes the video for good after confirmation. The audit trail is kept. Ask an agent to record Sends a request; the agent can decline. What agents see - A prompt \"Record your screen?\" explaining that only the screen or window they choose is recorded, only until the interaction ends. - A red indicator \"Recording your screen\" with Pause recording , Resume recording and Stop recording . Private pages pause it automatically (\"Paused: private page\"). - On a supervisor request: \"Screen recording requested\" with Accept or Decline . - If the browser's share dialog is refused, nothing is recorded. Tasks Record a sample of calls 1. Open Recording policy . 2. Set Recording mode to A sample , Share recorded to 10%, channels Calls . 3. Add private pages such as \u002Fsettings\u002Fbilling . 4. Set Keep recordings for 30 days and save. Ask an agent to record a call 1. Set the mode to On request only . 2. Press Ask an agent to record , choose the agent and press Send request . 3. The agent presses Accept on their next call or chat. Watch and hold a recording for a dispute 1. Open Recordings , open the item. 2. Press Load the screen recording and watch with Match audio position . 3. Press Place legal hold so retention cannot delete it. Example scenario A customer of Padma Net Support disputes a plan change. Nusrat opens the screen recording linked to the call, sees exactly which screens the agent used, places a legal hold and shares the finding with the manager. Tips - Tell agents the policy in writing; consent is requested each time anyway. - Mark payment, password and personal-data pages as Private pages . - Use the shortest retention that satisfies your rules. Troubleshooting Problem Fix \"No screen recordings\" The policy is off or no agent has worked yet. Status Failed The capture did not upload. Ask the agent to try the next interaction. Recording is Purged \"The video was purged after its retention period. The audit trail is kept.\" Agent is not asked The browser's share dialog was refused, or the mode is On request only . Cannot delete a recording Release its legal hold first. Related pages - Quality - Call history - Team performance overview",{"slug":167,"title":168,"group":164,"text":994},"Workforce management (WFM) Forecast call and chat volume, plan the shifts to cover it, follow the day live and measure how well the plan held. Contents - What it is for - Who can use it - Where to find it - The pages explained - Tasks - Example scenario - Tips - Troubleshooting - Related pages What it is for WFM answers three questions: how many contacts will arrive, how many agents do we need at each time, and are people where the schedule wants them. It plans queues and chat teams and works with the shifts HR already has. Who can use it Needs the PBX & Call Center module. Four permissions: Permission Lets you Manage Change rules, forecast and setup. Schedule Build schedules, see Live staffing, Requests and reports. Publish Write the proposed schedule into HR shifts. View own See My schedule , request time off, swap shifts. Where to find it PBX & Call Center → Team performance → Scheduling with the pages Live staffing (called Intraday before), Schedules , Forecast , Time-off & swap requests , Scheduling reports . My schedule is under Home → My work . Setup: PBX & Call Center settings → WFM setup . The pages explained Live staffing Today as it happens. The top shows Need N more agents now or Staffing covers the next interval , Contacts today against forecast, Adherence and who is Out of adherence now . A chart compares Forecast , Re-forecast and Actual per interval with Service level and Abandoned . Agents against schedule lists each agent with Scheduled , Doing now , Adherence and Conformance ; status is In adherence , Out of adherence , Starts later or Shift over . Adherence is measured for people with a published schedule and a planning profile. Live states are Available , On a call , Ringing , Wrap-up , On break , Logged out . Forecast Volume and handle time by interval, against what happened. Pick a Queue or team and a Day . Shows Accuracy , Peak agents needed , the Forecast and Actual lines and Agents needed . Re-forecast replaces the model's numbers for the coming days (pinned intervals are kept). Campaigns and events adds known peaks: Add campaign with From , To , a Multiplier (1.5 = half as much again) and Extra per interval . Schedules Propose a schedule builds a draft from the forecast, the planning list, availability, leave and the labour rules, for a From \u002F To period. Item Meaning Draft Review coverage: Covered , Short , Over . Drag a bar to move a shift, drag its ends to resize, drop it on another row to hand it over, double-click an empty row to add a shift. Rule issues Violations such as overlaps, not enough rest, shift too long or short, too many hours or days in a row, outside availability, on leave. Applying a rule-breaking change asks you to confirm. Create shifts \u002F Publish Writes the shifts into HR and tells agents. Days an HR administrator set by hand are left alone. Nothing changes in HR until you publish. Take back Removes the shifts WFM wrote; the draft stays. Requests Time off ( Vacation , Sick , Personal , Unpaid ) and Swaps waiting for a decision; Approve or Reject . WFM reports Adherence , Shrinkage (planned against actual), Schedule efficiency (coverage, overstaffing, understaffing) and Forecast accuracy (with bias). Export CSV . My schedule Your published shifts, time off and swaps. Request time off (kind, dates, reason). Swap : offer a shift to a colleague or to anyone, or ask for their shift in return; a supervisor approves. Offers sent to you appear with Accept or Decline . You can cancel a pending request. WFM setup Tab Settings Rules Interval (minutes) , Service level target , Answer time , Shrinkage , Occupancy cap , Longest shift , Shortest shift , Most per week , Rest between shifts , Most days in a row , Break length , Lunch length , Adherence grace , Alert after , Forecast horizon . Queues and teams Which call queues and chat teams are forecast and staffed. Add new queues and teams imports any not yet listed. People Who WFM plans. Add queue members or Add person ; each has Contracted hours per week , Days per week and skills. Tasks Plan next week 1. Open WFM setup , Queues and teams , press Add new queues and teams ; on People press Add queue members . 2. Open Forecast and press Re-forecast ; check the days. 3. Add a Campaign for any promotion that will raise volume. 4. Open Schedules , press Propose a schedule , set the dates. 5. Fix red bars by dragging shifts. 6. Press Create shifts \u002F Publish . Approve a swap 1. Open Requests , tab Swaps . 2. Read who gives and who gets the shift; press Approve . Example scenario Padma Net Support expects 30% more calls on the Eid offer week. Nusrat adds a campaign with multiplier 1.3, re-forecasts, proposes the week, drags two agents into the evening gap and publishes. On the day, Live staffing says \"Need 2 more agents now\" at 11:00, so she asks two back-office agents to log in to the queue. Tips - Re-forecast weekly, and after any campaign. - Set a realistic Shrinkage (breaks, training); 25 to 35% is common. - Watch Adherence trends, not single minutes; use the Adherence grace setting. Troubleshooting Problem Fix \"No queues or chat teams are planned yet\" Add them in WFM setup first. \"Nobody is on the planning list\" Add people in WFM setup. \"No forecast for these days\" Run Re-forecast . Adherence is empty It needs published shifts that have started, and agents on the planning list. Publish disabled You need the Publish permission. Efficiency report empty It needs a forecast and shifts in HR's roster. Related pages - Queues - Gamification (schedule adherence is a game metric) - Team performance overview",{"slug":101,"title":102,"description":996,"html":997,"headings":998,"group":32},"Update desk phones in safe batches, and let new phones set themselves up the first time they are plugged in.","\u003Ch1 id=\"phone-firmware-rollouts-and-phone-vendors\">Phone firmware, rollouts and phone vendors\u003C\u002Fh1>\n\u003Cp>Update desk phones in safe batches, and let new phones set themselves up the first time they are plugged in.\u003C\u002Fp>\n\u003Ch2 id=\"contents\">Contents\u003C\u002Fh2>\n\u003Cul>\n\u003Cli>\u003Ca href=\"#who-can-use-it\">Who can use it\u003C\u002Fa>\u003C\u002Fli>\n\u003Cli>\u003Ca href=\"#where-to-find-it\">Where to find it\u003C\u002Fa>\u003C\u002Fli>\n\u003Cli>\u003Ca href=\"#phone-firmware\">Phone firmware\u003C\u002Fa>\u003C\u002Fli>\n\u003Cli>\u003Ca href=\"#firmware-rollouts\">Firmware rollouts\u003C\u002Fa>\u003C\u002Fli>\n\u003Cli>\u003Ca href=\"#phone-vendors-zero-touch\">Phone vendors (zero-touch)\u003C\u002Fa>\u003C\u002Fli>\n\u003Cli>\u003Ca href=\"#troubleshooting\">Troubleshooting\u003C\u002Fa>\u003C\u002Fli>\n\u003Cli>\u003Ca href=\"#related-pages\">Related pages\u003C\u002Fa>\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Ch2 id=\"who-can-use-it\">Who can use it\u003C\u002Fh2>\n\u003Cp>Administrators who manage phone devices.\u003C\u002Fp>\n\u003Ch2 id=\"where-to-find-it\">Where to find it\u003C\u002Fh2>\n\u003Cp>\u003Cstrong>Phone → Advanced → Phone firmware\u003C\u002Fstrong>, \u003Cstrong>Firmware rollouts\u003C\u002Fstrong> and \u003Cstrong>Phone vendors\u003C\u002Fstrong>.\u003C\u002Fp>\n\u003Ch2 id=\"phone-firmware\">Phone firmware\u003C\u002Fh2>\n\u003Cp>The firmware list holds the builds your phone models can be updated to.\u003C\u002Fp>\n\u003Col>\n\u003Cli>Click \u003Cstrong>Add firmware\u003C\u002Fstrong>.\u003C\u002Fli>\n\u003Cli>Choose the \u003Cstrong>Brand\u003C\u002Fstrong>, enter the \u003Cstrong>Phone model\u003C\u002Fstrong> and the \u003Cstrong>Version\u003C\u002Fstrong>. These cannot be changed once saved.\u003C\u002Fli>\n\u003Cli>Under \u003Cstrong>Where is the build?\u003C\u002Fstrong> choose \u003Cstrong>A download address\u003C\u002Fstrong> (the phone downloads it from the maker or your server) or \u003Cstrong>Upload the file\u003C\u002Fstrong> (9bx hosts it and gives the phone a private link).\u003C\u002Fli>\n\u003Cli>Optionally paste the checksum to verify the download and add release notes (what changed, known issues, who tested it).\u003C\u002Fli>\n\u003Cli>Save.\u003C\u002Fli>\n\u003C\u002Fol>\n\u003Cp>A build used by an active rollout cannot be deleted until the rollout finishes. Phones already updated keep their new version.\u003C\u002Fp>\n\u003Ch2 id=\"firmware-rollouts\">Firmware rollouts\u003C\u002Fh2>\n\u003Cp>A rollout updates phones in batches and shows each phone confirming its new version.\u003C\u002Fp>\n\u003Col>\n\u003Cli>Open \u003Cstrong>Firmware rollouts\u003C\u002Fstrong> and click \u003Cstrong>New rollout\u003C\u002Fstrong>.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>What:\u003C\u002Fstrong> choose the firmware build, then \u003Cstrong>All phones of this model\u003C\u002Fstrong> or \u003Cstrong>Choose phones\u003C\u002Fstrong> (good for a pilot group).\u003C\u002Fli>\n\u003Cli>\u003Cstrong>When:\u003C\u002Fstrong> choose how to update, either at the phone's \u003Cstrong>next settings check\u003C\u002Fstrong> or \u003Cstrong>Update now\u003C\u002Fstrong>, and set a start time.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Review:\u003C\u002Fstrong> you see how many phones will be updated, which are skipped (different model, already on the version, not registered, switched off), then click \u003Cstrong>Start rollout\u003C\u002Fstrong> or \u003Cstrong>Schedule rollout\u003C\u002Fstrong>.\u003C\u002Fli>\n\u003C\u002Fol>\n\u003Cp>A rollout shows \u003Cstrong>Scheduled\u003C\u002Fstrong>, \u003Cstrong>Running\u003C\u002Fstrong>, \u003Cstrong>Paused\u003C\u002Fstrong>, \u003Cstrong>Completed\u003C\u002Fstrong> or \u003Cstrong>Aborted\u003C\u002Fstrong>. Each phone shows \u003Cstrong>Waiting\u003C\u002Fstrong>, \u003Cstrong>Sent\u003C\u002Fstrong>, \u003Cstrong>Updated\u003C\u002Fstrong>, \u003Cstrong>Failed\u003C\u002Fstrong>, \u003Cstrong>Skipped\u003C\u002Fstrong> or \u003Cstrong>Cancelled\u003C\u002Fstrong>. You can pause or abort at any time.\u003C\u002Fp>\n\u003Cp>Tip: update two or three phones first, check them, then roll out to everyone.\u003C\u002Fp>\n\u003Ch2 id=\"phone-vendors-zero-touch\">Phone vendors (zero-touch)\u003C\u002Fh2>\n\u003Cp>Save the account you have with each phone maker. When you claim a phone, 9bx registers its hardware address with the maker's cloud and points it to your phone system. The phone then configures itself when it first starts, on any network.\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Some makers register each phone one by one, others use one address for the whole office.\u003C\u002Fli>\n\u003Cli>Some makers can use an account provided by 9bx. Add your own details to use your own account instead.\u003C\u002Fli>\n\u003Cli>Secrets are stored encrypted and not shown again.\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>\u003Cstrong>Claim phones in bulk\u003C\u002Fstrong> (on \u003Cstrong>Phone devices\u003C\u002Fstrong>, tab \u003Cstrong>Zero-touch\u003C\u002Fstrong>): paste one phone per line as hardware address, model and extension (for example \u003Ccode>00:15:65:AA:BB:CC, T46U, 1010\u003C\u002Fcode>), or upload a CSV with the header \u003Ccode>mac,model,extension,brand\u003C\u002Fcode> (up to 500 rows). Click \u003Cstrong>Check list\u003C\u002Fstrong>, fix lines with problems, then \u003Cstrong>Claim phones\u003C\u002Fstrong>. The tab shows \u003Cstrong>Waiting\u003C\u002Fstrong>, \u003Cstrong>Registered\u003C\u002Fstrong>, \u003Cstrong>Ready\u003C\u002Fstrong> or \u003Cstrong>Failed\u003C\u002Fstrong>, and \u003Cstrong>Retry\u003C\u002Fstrong> for failed ones.\u003C\u002Fp>\n\u003Ch2 id=\"troubleshooting\">Troubleshooting\u003C\u002Fh2>\n\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth>Problem\u003C\u002Fth>\n\u003Cth>What to do\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\n\u003Ctr>\n\u003Ctd>"Phones cannot be updated from here yet"\u003C\u002Ftd>\n\u003Ctd>That brand is not supported for rollouts. Update those phones from their own web page.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>A phone shows Skipped\u003C\u002Ftd>\n\u003Ctd>It is a different model, already on that version, not registered or switched off.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>A claimed phone stays Waiting\u003C\u002Ftd>\n\u003Ctd>The maker account is not saved or is wrong. Check \u003Cstrong>Phone vendors\u003C\u002Fstrong>, then \u003Cstrong>Retry\u003C\u002Fstrong>.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\n\u003Ch2 id=\"related-pages\">Related pages\u003C\u002Fh2>\n\u003Cul>\n\u003Cli>\u003Ca href=\"\u002Fdocs\u002Fphone\u002Fphone-devices\">Phone devices and IP phone guide\u003C\u002Fa>\u003C\u002Fli>\n\u003Cli>\u003Ca href=\"\u002Fdocs\u002Fphone\u002Fextensions-and-call-groups\">Extensions and call groups\u003C\u002Fa>\u003C\u002Fli>\n\u003C\u002Ful>\n",[999,1003,1006,1009,1012,1015,1018,1021],{"id":1000,"text":1001,"level":1002},"contents","Contents",2,{"id":1004,"text":1005,"level":1002},"who-can-use-it","Who can use it",{"id":1007,"text":1008,"level":1002},"where-to-find-it","Where to find it",{"id":1010,"text":1011,"level":1002},"phone-firmware","Phone firmware",{"id":1013,"text":1014,"level":1002},"firmware-rollouts","Firmware rollouts",{"id":1016,"text":1017,"level":1002},"phone-vendors-zero-touch","Phone vendors (zero-touch)",{"id":1019,"text":1020,"level":1002},"troubleshooting","Troubleshooting",{"id":1022,"text":1023,"level":1002},"related-pages","Related pages"]