One place
no switching between phone, WhatsApp Web, Gmail and meeting apps
COPS 360
Communications Module: Complete Feature Guide
COPS 360 Communications brings WhatsApp, email, chat, calls and meetings with staff and clients into one AI-enabled workspace, with every conversation logged against the right contact, deal or project.
WhatsApp
Email
Chat
Calls
Meetings
AI call summary ready
6 min call · Vikram Deshpande
6 min call · Vikram Deshpande
Quote opened 2 times
QT-2026-0231 · Apex Engineering Works
QT-2026-0231 · Apex Engineering Works
Unified inbox · 16 Oct 2026
Vikram Deshpande · Apex Engineering Works
Deal DL-2026-0352 · ₹2,73,760
Owner Rahul Verma
Lead score 78
AI suggested reply
High intent
Sales enquiry
Hi Vikram, yes, we can deliver all 4 pumps to your Chakan plant by 28 Oct, with installation and commissioning included as quoted in QT-2026-0231. Shall I convert the quote to an order today?
COPS 360 Communications
Overview
Full context
every message, call and meeting sits on the customer's CRM timeline
AI built in
suggested replies, call summaries, sentiment and custom AI agents trained on your business
Consistent and compliant
approved templates, call recordings and a complete audit history
5 sections · 87 features
Complete Feature Guide
1 Inbox
Unified Inbox
One inbox shows every client and staff conversation across all channels, threaded by contact.
Key Features · 8
- WhatsApp, email, website chat, SMS, call logs and meeting notes in a single timeline per contact
- Auto-linking of each conversation to the lead, customer, deal, ticket or project it belongs to
- Shared team inboxes (sales@, support@, accounts@) with assignment, ownership and status (open, pending, closed)
- Round-robin or rule-based auto-assignment by channel, language, region or customer tier
- Internal notes and @mentions on any conversation, invisible to the client
- Collision detection so two agents never reply to the same message
- Snooze, star, label and filter conversations; unread and SLA indicators
- Create a lead, task, quote, invoice or ticket straight from a message
Shared team inboxes · 16 Oct 2026, 10:05
Sahyadri Industrial Supplies
2 Channels
Messaging Channels
4 areas · 23 features
Messaging channels · Oct 2026
One business, every channel
AE
Apex Engineering Works · AccountsBusiness number +91 20 6718 4400
Owner Amit Joshi
Today
Approved template · payment_reminder
INV-26-27-0461.pdf1 page · 182 KB
Hello Apex Engineering Works, invoice INV/26-27/0461 for ₹29,600 is due on 20 Oct 2026. You can pay securely by UPI, card or net banking.
10:02Tap a quick-reply button as the customer would.
Segment:
Campaign
Diwali service offer
Opted out
Removed from future sends
Leads created
From replies, owner assigned
Sent from COPS 360 · synced with Gmail
Quote QT-2026-0231 · 4 x Centrifugal pump 5 HP
To [email protected] · from [email protected]
Auto-follow-up sequence
Reminder in 3 days if there is no reply
deal-apex-chakan · linked to DL-2026-0352
Rahul · available
Kavita · in a meeting
Sneha · on leave
RV
Rahul Verma 09:40
@Kavita Rao Apex wants 4 pumps by 28 Oct. Can we offer 5% off on installation?
KR
Kavita Rao 09:52
Approved up to 4%. Attach the revised quote here.
RV
Rahul Verma 09:58
QT-2026-0231-v2.pdfRevised quote · 4% off installation
Reply in thread…
- Official WhatsApp Business API with green-tick eligibility; multiple numbers per organisation
- Shared team access to one business number, with each chat assigned to an owner
- Pre-approved message templates for notifications, reminders and marketing
- Rich messages: documents, images, invoices, quotes, location, quick-reply buttons and list menus
- Broadcast campaigns to CRM segments, with opt-in tracking and delivery, read and reply reports
- Click-to-WhatsApp ads and website widget leads captured straight into the CRM
- WhatsApp chatbot for FAQs, lead qualification, appointment booking and order status
- Send invoices, payment links and reminders directly from the Accounting module
- Connect Gmail, Google Workspace, Microsoft 365, Outlook or any IMAP/SMTP mailbox
- Two-way sync: emails sent from COPS 360 or your mail app appear on the CRM timeline
- Open, click and reply tracking with real-time notifications
- Email templates with merge fields, signatures and attachments
- Schedule send, follow-up reminders and auto-follow-up sequences
- Bulk and newsletter emails with unsubscribe handling and bounce management
- Email-to-ticket and email-to-lead conversion
Internal Team Chat
5- One-to-one and group chat for staff, plus channels by team, department, branch or project
- File sharing, voice notes, reactions, threads and message search
- Discuss any record (lead, deal, invoice, ticket) in a chat linked to that record
- Announcements and broadcasts from management, with read receipts
- Presence status (available, busy, in a meeting, on leave) synced with attendance
Website Live Chat & SMS
3- Live chat widget on your website with visitor details, pages viewed and lead capture
- AI chatbot handles conversations outside office hours and hands over to an agent
- Transactional SMS with DLT-registered templates for OTPs, alerts and reminders
3 Voice
Calls & Meetings
3 areas · 22 features
Calls & meetings · 16 Oct 2026
Rahul Verma · Sales, Pune
Incoming · IVR 1 Sales · routed to assigned owner
Vikram Deshpande
Purchase Head, Apex Engineering Works · +91 98•••• 4417
Open dealDL-2026-0352₹2,73,760 · Negotiation
Dues₹29,600INV/26-27/0461 · due 20 Oct
Last conversationWhatsApp · 09:31"Quote looks fine. Can you deliver by 28 Oct?"
06:12
AI call summary
- Key point4 pumps for the Chakan plant, delivery by 28 Oct
- ObjectionInstallation price higher than another supplier
- CommitmentRevised quote with 4% off installation today
- Next stepConvert to order once Vikram confirms
Sentiment
Positive · 78%Competitor mention alert
Script score
8.5 / 10Missed: confirm decision maker
Recording stored on Vikram's contact
Booking link · cops360.in/meet/rahul-verma
Site review · 30 min · Google Meet
Free slots from Rahul's synced Google Calendar
Pick a slot as the client would. The meeting, reminders and follow-up tasks appear here.
Calling (Cloud Telephony)
8- Click-to-call from any lead, customer or deal, on desktop or mobile
- Virtual business numbers (landline, mobile or toll-free) with IVR menus
- Inbound call routing by IVR choice, team, round-robin or the customer's assigned owner
- Screen pop on incoming calls: caller name, open deals, dues and last conversation
- Mobile-SIM call tracking through the COPS 360 app for field and remote staff
- Missed-call alerts, auto-callback tasks and voicemail
- Call transfer, conference, hold and call disposition codes
- Power dialer and call lists for outbound campaigns
Call Recording & AI Call Intelligence
8- Automatic recording of every inbound and outbound call, stored against the contact
- Speech-to-text transcripts in English, Hindi and Hinglish
- AI call summary with key points, objections, commitments and next steps
- Sentiment and tone analysis; keyword and competitor-mention alerts
- Auto-created follow-up tasks and CRM field updates from what was agreed on the call
- Call scoring against your sales script for coaching and quality checks
- Managers can listen live, whisper to the agent, or barge in
- Role-based access to recordings, with retention rules
Meetings
6- Built-in video meetings, plus Google Meet, Zoom and Microsoft Teams integration
- Online booking links so clients pick a free slot from your calendar
- Calendar sync with Google and Outlook; automatic WhatsApp and email reminders
- Meeting recording, AI transcript, minutes of meeting and action items
- Action items become CRM tasks assigned to owners with due dates
- Field visits logged with GPS check-in and check-out, linked to the attendance module
Templates & AI · 16 Oct 2026
Support inbox · Pooja Nair
NK
Neha Kapoor · Kaveri Retail
WhatsApp · 09:47 · 14 messages in thread
This is the second time the delivery is late. We need the cold room pumps by Monday or we will cancel the order.
Urgent
Unhappy
Complaint
Order SO-2026-0447
Suggested reply
Context used: order SO-2026-0447, dispatch DC-2026-0731, 14 earlier messages.
/payment-reminder
Approved
Price list Oct 2026
Product catalogue
42 FAQs
Returns policy
Every AI response is logged for audit.
Templates
6- Central template library for WhatsApp, email, SMS and chat, organised by team and purpose
- Merge fields pull live CRM data: name, company, invoice number, amount due, meeting time
- Quick replies and canned responses inserted with a shortcut (for example, typing /pricing)
- Template approval workflow, so only reviewed content reaches clients
- Multilingual versions of each template (English, Hindi and regional languages)
- Template performance: open, read, reply and conversion rates
AI Assist
6- Suggested replies: AI drafts a response using the conversation history and CRM context; the agent edits and sends
- Rewrite tools: make a message shorter, more formal, friendlier or translated, in one click
- Conversation summaries: catch up on a long thread or a hand-over in seconds
- Intent and sentiment detection: flags urgent, unhappy or high-intent messages for priority attention
- Smart categorisation: auto-tags conversations as sales enquiry, support, billing or complaint
- Lead scoring signals: buying intent from messages and calls feeds into the CRM lead score
Custom AI Responses
7- Train on your business: upload price lists, product catalogues, FAQs, policies and past conversations to build a knowledge base
- Brand voice: define tone, language, do's and don'ts and approved claims
- AI agents per channel: autonomous replies on WhatsApp and website chat for FAQs, quotes, order status and appointment booking
- Human hand-off rules: AI passes the conversation to a person when confidence is low, the customer asks, or keywords appear
- Guardrails: AI never commits to prices, discounts or dates outside the limits you set
- Review mode: start with AI drafts approved by agents, then move to auto-reply once you trust it
- Full log: every AI response is recorded and can be audited
5 Control
Automation, Analytics & Security
3 areas · 15 features
Automation, analytics & security · Oct 2026
Sahyadri Industrial Supplies
When:
First response time by agent · SLA 15 min
AI insight
Customer phone on Vikram Deshpande's record
Staff exit · Nikhil Patil
186 chats, 1 business WhatsApp number, 412 call recordings
Automation
5- Trigger messages on CRM events: new lead, deal stage change, invoice due, payment received, meeting booked
- Multi-step drip sequences across WhatsApp, email and SMS, stopping automatically when the client replies
- Birthday, anniversary and renewal greetings
- SLA rules with escalation when a conversation goes unanswered
- Auto-assignment and auto-tagging rules
Analytics
5- Response time, resolution time and SLA compliance by agent and team
- Call volume, talk time, missed calls and connect rates
- Campaign reach, delivery, read, reply and conversion
- AI insights: common customer questions, objections and sentiment trends
- Leaderboards and productivity reports linked to the workforce module
Security & Control
5- Role-based access to channels, inboxes and recordings
- Business numbers and chats stay with the company when staff leave
- Full audit history of messages, calls and AI responses
- Masked customer phone numbers for agents, where required
- Consent and opt-out management for WhatsApp, email and SMS
Advantage
The COPS 360 Advantage
| Need | Separate tools | COPS 360 |
|---|---|---|
| WhatsApp, email, chat, calls, meetings | 4–6 apps and logins | One workspace |
| Conversation history per client | Scattered across phones and inboxes | One timeline on the CRM record |
| Call recording and AI summaries | Separate telephony and AI tools | Built in |
| Replies with live CRM and accounts data | Copy-paste | Merge fields and AI context |
| Staff chat linked to deals and tasks | Separate chat app | Built in |
| Client data when an employee leaves | Leaves on their phone | Stays with the company |
COPS 360 Communications