Frequently Asked Questions

What is a workspace?

A workspace is a purpose-built cockpit for one type of job. BusinessOS organizes work into role-specific workspaces — Sales, Support, Customer Success, Marketing, Operations, Executive, AI Workforce, and Merchant Success. Each workspace has its own layout, queue, and tools, but they all share the same customer data.

How do I switch workspaces?

Click any workspace name in the left sidebar. The sidebar, dashboard, and communication screen all update instantly. You can switch at any time — your data stays the same, only the tools and layout change.

Why are there multiple workspaces?

Different roles need different tools. A sales rep needs a lead queue and softphone. A support agent needs a ticket queue and chat interface. A marketing manager needs campaign tools and analytics. Instead of cramming everything into one screen, each workspace shows only what matters for that job.

Do all workspaces share the same data?

Yes. Every workspace shares People, Timeline, Communications, Documents, Tasks, and AI. When a sales rep logs a call, the support agent sees it. When marketing sends a campaign, the success manager knows about it. One customer record, many perspectives.

Can I customize which workspaces are available?

Yes. Organization managers can go to Settings in the sidebar footer to activate or deactivate workspace types. You can also create custom workspaces based on any preset.

What is BusinessOS?

BusinessOS is a customer growth operating system that combines CRM, unified communications (voice, SMS, email), billing, automation, and team management into role-specific workspaces. Every interaction is designed to answer one question: what is the next step to move this customer forward?

How do I create an account?

Click "Get Started" on the login page, fill in your details, and verify your email. You'll set up two-factor authentication and be prompted to create or join an organization on your first login.

How do I set up my organization?

After registration, create a new organization and invite team members. Go to Members in the sidebar to manage roles — Owner, Admin, and Member permissions control access across your org.

Is two-factor authentication required?

Yes. BusinessOS uses TOTP-based two-factor authentication for all accounts. You'll set this up during registration to ensure your data stays secure.

Which workspace should I start with?

Start with the workspace that matches your primary role. Sales reps should start with the Sales workspace. Support agents with Support. If you're not sure, the General workspace gives you access to all core features. You can switch workspaces at any time.

What is the Sales workspace?

The Sales workspace is a call center optimized for converting prospects into customers. It features a lead queue, softphone, bulk calling mode, and AI coaching. The left panel shows your leads, the center shows the customer workspace, and the right panel shows the journey pipeline, AI insights, and tasks.

How do I navigate the Sales workspace?

Select a lead from the queue on the left to load their workspace in the center. Use the tabs to switch between Communication history, Details, and Custom Fields. The right panel contains live notes, the journey pipeline, AI assistant, and tasks — all updating in real time as you interact.

What is Bulk Calling mode?

Bulk Calling mode is designed for outbound campaigns. It shows one lead at a time with Start Call, Skip, Not Interested, Call Back, and Qualified buttons. Clicking Next Lead instantly loads the next contact — no extra navigation needed.

What are pipelines and journeys?

Pipelines represent your sales stages (e.g., Prospect → Contacted → Qualified → Proposal → Negotiation → Won). Journeys are individual deals that move through these stages. The journey panel stays visible in the workspace so you can advance deals without leaving the communication screen.

What is the Support workspace?

The Support workspace is a chat center optimized for resolving issues quickly. Instead of a lead queue, it shows a ticket queue with chat-app-style cards. Messages appear as chat bubbles (inbound gray, outbound blue). It includes canned responses, AI-suggested replies, and a customer context panel.

How does the ticket queue work?

Tickets are organized by filter tabs: All, My Tickets, Waiting on Customer, Unresolved, Resolved. Each card shows the customer name, message preview, priority badge, and unread indicator. Click a ticket to load the conversation thread.

What are canned responses?

Canned responses are pre-written replies for common questions. Access them from the composer bar to quickly respond to frequent issues without typing the same answer repeatedly.

How does AI Suggest work?

Click AI Suggest in the composer to generate a contextual response based on the conversation history, customer data, and knowledge base. Review and edit the suggestion before sending.

What is the Customer Success workspace?

The Customer Success workspace focuses on retention and expansion. Instead of leads or tickets, the queue shows customers organized by health and action needed: Renewals, Inactive, Expansion, Low Health, Follow-ups. The center panel shows health scores, usage trends, and meeting history.

How is health score calculated?

Health score is based on engagement, satisfaction, adoption, and support metrics. It's displayed as a circular gauge (green/yellow/red) in both the center panel and right panel. AI recommends actions to improve health scores.

What are expansion opportunities?

The AI identifies customers who might be ready for upgrades, additional services, or renewals. These appear in the right panel as expansion opportunities with confidence scores and recommended next steps.

What is the Marketing workspace?

The Marketing workspace focuses on campaigns, segments, and audience analytics. The left panel shows campaigns organized by status and audience segments. The center panel is a campaign builder with email/SMS templates, merge tags, and preview. The right panel shows reach predictions, open rate estimates, and AI-generated campaign suggestions.

How do audience segments work?

Segments are groups of contacts filtered by criteria (e.g., Restaurant Owners, VIP, Inactive). Use segments to target specific campaigns. The AI can suggest segments based on your data patterns.

Can AI generate campaigns for me?

Yes. The AI Campaign Builder analyzes your audience, past campaign performance, and best send times to generate campaign suggestions. Review and customize before sending.

What is the AI Workforce?

The AI Workspace shows your AI team — 17 specialized agents that work across all workspaces. Instead of a chatbot, you see a roster of agents (Triage, SDR, Sales Coach, Customer Success, Marketing, Support, Operations, Analyst, Competitor Intelligence, Scheduler, Content Writer, Forecasting, Social Media, Recruiter, Compliance, Prospecting, and Communications) with their status, current tasks, and performance metrics.

What do AI agents do?

Each agent specializes in one area: qualifying leads, reviewing calls, monitoring health, building campaigns, summarizing tickets, monitoring automations, or preparing reports. They work autonomously but require human approval for high-impact actions. Every agent has typed input/output schemas, tool risk levels, and guardrails.

How do multi-agent crews work?

Agents collaborate in crew patterns. A Sequential crew runs steps in order (e.g., discover leads → score → enrich). A Parallel crew runs multiple agents at once (e.g., scrape + search + social simultaneously). A Debate crew has agents argue before reaching a decision. Crews are orchestrated by a central system that manages handoffs and error recovery.

What are guardrails?

Guardrails are safety checks that run before and after every AI interaction. Input guardrails check relevance, safety, and PII detection. Tool risk guardrails block high-risk actions (like deleting data) from running without human approval. Output guardrails ensure responses are complete, safe, and on-topic.

How do I approve AI actions?

The right panel shows a Pending Approvals card. Click approve, reject, or review for each action. High-risk tools always require approval. Medium-risk tools require approval in assistant mode but run autonomously in autonomous mode.

How do I set up my phone provider?

Calling and SMS are included on all plans through the platform. Pick a phone number from Phone Numbers in the sidebar and start using it immediately — no API keys needed.

How does the end-call experience work?

When you end a call, a disposition drawer appears. Select the outcome (Interested, Not Interested, No Answer, Busy, etc.), add notes, and save. One action saves the recording, updates the timeline, adjusts the journey if needed, and schedules the next task.

Can I import leads from any CSV format?

Yes. BusinessOS automatically detects columns by name — even non-standard headers like "Full Name," "Mobile Number," or "Contact Email" are recognized. Unrecognized columns are preserved as custom fields.

Where can I find call recordings?

Call recordings are available under Recordings in the sidebar. They are automatically synced from your provider and include duration and playback for each call.

How do I change my subscription plan?

Go to Billing in the sidebar to view your current plan, see available options, and upgrade or downgrade at any time. All billing is handled through Stripe.

How do I invite team members?

Go to Members in the sidebar and use the Invite button. Enter their email and assign a role. They'll receive an invitation to join your organization.

How do I export my data?

Contact support at tech@jamdriveja.com for data export requests. We'll provide your data in a standard format.

How do I manage workspace settings?

Go to Settings in the sidebar footer (visible to managers). From there you can activate or deactivate workspace types, create custom workspaces, and manage which modules appear in each workspace's sidebar.

What browsers are supported?

BusinessOS supports the latest versions of Chrome, Firefox, Safari, and Edge.

Is my data secure?

Yes. All data is encrypted in transit (TLS 1.3) and at rest. We use two-factor authentication, organization-level permissions, and regular security audits. See our Privacy Policy for details.

How do I get help if I'm stuck?

Check the Help Center for detailed guides, view the FAQ, or contact support at tech@jamdriveja.com.