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Set up your Polser account and keep it running well: your team, templates, labels, AI, and CRM, plus the maintenance that keeps it all working.

This guide is for the account administrator: the person or team who sets Polser up and keeps it running well. It's the companion to the day-to-day feature guides. Where those explain how to handle conversations, this one explains how to prepare and look after the account so your whole team can do that well.

What an admin does

As an admin you have access to everything a regular team member doesn't: account configuration, users and numbers, the template catalogue, the AI's responses and knowledge base, broadcasts, and the channel's metrics.

The rest of your team works as members: they live in the inbox, handle their own conversations and labels, and respond. They don't configure anything. That separation is deliberate. It keeps daily work simple for the people handling conversations, and concentrates the account-wide decisions with you. For the full breakdown of what each role can do, see Roles & Permissions.

Your work as an admin comes in two moments: the first-time setup you do once, and the ongoing maintenance that keeps everything clean over time. This guide covers both.

First-time setup

A sensible order for a new account. Each step links to its full guide.

1

Build your team

Invite your users, set their roles, assign each one at least one number, and decide how much of the inbox each person can see (number visibility). See Users & Phone Numbers.

2

Set up your templates

Polser gives you some ready-made templates to get started, but think of these as a starting point that you can easily customise to fit exactly what you need. Prepare your opening messages, your expired-conversation openers, and your broadcast templates, and understand Meta's rules and approval timing. See Working with Meta Templates and Templates.

3

Create your labels

Build the set of labels you'll use to organise conversations and segment audiences. A little thought here pays off everywhere later. See Labels.

4

Set up your AI helpers

Create Smart Responses to give your team a go-to script for those common, repeat questions. This is where you shape your team’s voice—deciding how everyone should respond. After that, load up the Knowledge Base so the AI can suggest helpful answers for your team to send.

5

Connect your CRM (or other tools)

Link Polser to the other tools your team already uses. Our native HubSpot integration keeps WhatsApp conversations and contact data in sync with your CRM automatically. See HubSpot integration to get a sense of what's possible when connecting tools.

Beyond the CRM, you can connect Polser to other tools through automation platforms like Zapier and Power Automate, to move data between systems, log activity, or trigger automated follow-ups. See Integrations.

Ongoing maintenance

None of these are hard. The risk isn't difficulty, it's neglect: most problems in a mature account come from things left to pile up. A few minutes every so often prevents them.

• Users joining and leaving. Every time someone joins, run the full setup and confirm they're operational. Every time someone leaves, deactivate them and decide what happens to their number and open conversations. See Users & phone numbers.

• Template naming discipline. Polser recognises templates by their name, so a mistyped name means a template silently won't appear where it's needed. Keep to the conventions.

• Fresh knowledge. Prices, policies, and programmes change. Update or re-import sources when they do, and retire anything out of date: a stale knowledge base gives plausible but wrong answers, which is worse than none. See the Knowledge base.

• A tidy label catalogue. Labels power both broadcast audiences and CRM sync, so a messy catalogue costs you in both places. Watch for duplicates, unused labels, and inconsistent names.

• Clean contacts. Junk records (empty names, test entries) pollute imports, audiences, and metrics. Tidy the list now and then.

Other account settings

A handful of settings you'll rarely touch but should know exist: your business profile and description, the account language, sharing a number by QR, your subscription, and exporting contacts. See Account settings (admin).

An exported contacts file contains personal data (names and phone numbers). Store it securely, don't share it over open channels, and delete it when you're done. Under GDPR and similar regimes, a contact export is exactly the kind of file to handle with care.

Keeping an eye on things

Beyond setup and maintenance, it's worth checking in on the health of your channel regularly. The Dashboard Panel gives you that at a glance: whether messages are getting through, whether anything is failing, and where. A quick look once a week is usually enough to catch a problem before your team or your customers run into it.