> For the complete documentation index, see [llms.txt](https://imbrace.gitbook.io/imbrace-documentation/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://imbrace.gitbook.io/imbrace-documentation/onboarding-guide/general.md). # General ### Welcome to iMBrace iMBrace is an AI-powered business platform that brings customer communication, data management, document intelligence, AI Agents, workflow automation and governance into a single workspace. This manual covers the features available in iMBrace version 4.4.5 and explains how to access and use each module. > The modules, pages and actions available to you depend on your organization's configuration and your assigned role (Super Admin, Admin, Builder or Member). #### Navigating the Platform The main navigation menu is displayed on the left side of the screen. Select a menu item to open it; items with a drop-down arrow expand to show their sub-pages. The active page is highlighted in orange. * **Applications** * **Conversations** - Our Communication Core - A Multi-Channel Inbox for seamless communication. Conversations can be filtered by Views (All Chatroom, Joined), Teams, Status and Channels. * **CRM** - Manage customer profiles, leads and related records in data boards. Use the board dropdown (e.g. Contacts) to switch between boards. Each record shows its details in columns, such as Name, Scan History, Company Size and Industry. Use the icons at the top right to configure the board (gear), filter records (funnel), search, or add a new record (+). * **Marketing Campaigns** - Manage all your Campaigns and Events in one place. Campaigns can be grouped by category, and each campaign card shows its status, source, date range and tracking (link clicks and QR code scans). * **InsightsIQ** - Chat directly with your AI Agents. Select an agent, ask questions in plain language, and attach files if needed. Past chats are saved and grouped By Agent and under Recents. * **Knowledge** * **DocIQ** - Extract structured data from documents such as invoices, business cards and forms using AI. * Document Models - Define the schema (fields) that DocIQ should extract from each document type. * Document Boards - Store the extracted records. Each board can be linked to a Document Model. * Processing Logs - Track every processed file, including the target board, the model used, and the result (Saved, Failed or No Schema Found). * Settings - Configure the AI models (VLM Image Analyst and LLM Data Analyst), source languages, handwriting support and time offset. These settings apply to every document processed through DocIQ. * **DataIQ** - Manage an array of information including customer profiles, leads, social media and customized data boards/tables. * **CommsIQ** - Extract structured insights from communications such as sales, recruitment, customer service and meeting conversations. * Document Models - Define the attributes to extract for each conversation type. Models can be organised into categories and sub-categories. * Document Boards, Processing Logs and Settings - Work the same way as in DocIQ. * **Sources** - Connect the places your knowledge comes from. * Drives - Google Drive and OneDrive. * Channels - Web Widget, Facebook, Instagram, WhatsApp, WeChat, LINE and Gmail. * **KB (Knowledge Base)** - Store the reference content your AI Agents use to answer questions. * Knowledge Drive - Folders of uploaded files, such as contracts, FAQs and manuals. * Knowledge Board - Structured knowledge tables with names, details, tags and links. Each entry has an Embedding ID so AI Agents can search it. * **Actions** * **AgentIQ** - Create, edit and manage your AI Agents. * Marketplace - Browse available AI Agents. * My AI - View and edit your organization's active AI Agents, filtered by team and type. * **FlowOps** - Explore, create and edit workflows for conversations, automations, integrations and campaigns. It's a powerful tool to streamline your operations. See the FlowOps (Workflows) section below. * **ConnectIQ** - Streamline connections to your external tools and interaction channels. * MCP - Connect AI tools such as Claude Code, Cursor, Codex or Claude Desktop to iMBrace through the MCP server. The AI tool can then work with your iMBrace data directly, for example listing CRM boards, reading conversations and checking workflow runs. You need an API key, which you can create under Settings > Generate External Token. * Channels - Set up and manage your channel accounts (Web Widget, LINE, WhatsApp, Facebook, Gmail, WeChat, Instagram). Use Add New to connect another account. * **Governance** - Monitor activity, usage and AI behaviour across your organization. * Audit Log - A record of all activity, such as data board updates. Each entry shows the type, action, source link, timestamp and user. You can filter by activity, action and date range. * Hardware Metrics - Live CPU, memory, disk and network usage over the last 5, 15, 30 or 60 minutes. You must be on the company VPN/LAN, and your organization must be authorised for hardware monitoring. * Token Usage - Analyse AI token usage and estimated cost over the last 30 days, broken down by department, model and AI Agent. * Conversation Logs (AI Tracing) - Review AI conversations By Session or By Agent to see how an agent responded. * **Settings** * Teams - Teams that you are invited to or have joined. You can also create teams and invite other people. Use All Teams / My Teams to switch views, and the Active toggle to enable or disable a team. * Org Members - View and add team members to your organization/business unit. Invite, edit or deactivate as needed. Members are grouped by role: Super Admin, Admin, Builder and Member. * Access Control - Map Azure AD groups to iMBrace roles, and set a default role for users who aren't in a mapped group. Requires a premium license (Group Sync). * LLM Providers - Manage the AI model providers your organization uses, such as Amazon Bedrock, Google AI, Ollama and vLLM. The provider marked Chat default or OCR default is used automatically. * Guardrail Provider - Set up guardrail services, such as LlamaGuard, that check AI inputs and outputs for safety. * Conversation Templates - To edit/add message templates for quick, curated responses. Also for WhatsApp template use. * Generate External Token - Create an API access token for external systems, including the MCP server. Set an expiry in days, or tick Never expire. * **Get Support** - Contact the iMBrace support team. Enter your reply-to email, choose an Issue Category (e.g. AI & Agents), describe the issue and click Send. You can also email directly. * **Notifications** - Receive alerts for new chat rooms initiated by new customers, ensuring you're always on top of incoming messages. In grab mode teams, this is where grab mode team members can grab conversations to join. ### **Conversations Status:** * **Online**** -** Indicates the online status of customers in the web chat. * **Rep Needed**** -** Identifies a new, unserved conversation. (No team member joined yet) * **Pending**** -** Indicates a conversation awaiting a team member’s reply. (Team member joined) * **Soon to be**** -** Waiting for a team member to join for more than 3 minutes. * **Overdue**** -** Waiting for a team member to join for more than 5 minutes. * **Closed**** -** Inactive conversations auto-close after 24 hours, reopening upon re-engagement. Auto-close applies only to the last message sent by team members; others can be manually closed. ### **FlowOps (Workflows):** The Flows tab lists all workflows, with each workflow's name, channel, on/off status and last modified date. The Runs tab shows workflow run history. Use New Flow to create a workflow. The More menu contains: * Connections - Set up the connections and credentials for the third-party services your workflows integrate with. * MCP - Manage MCP (Model Context Protocol) settings for workflows. ### Workflow Categories: * Channel Workflow - Workflows designed for specific communication channels like WhatsApp, WeChat, Telegram, Facebook, LINE, Web Widget and more. * Board Automation - Workflows triggered by changes in a data board, such as when records are created or fields are updated. * AI Agent Skills - Workflows used as skills or tools by AI Agents. * Others - Versatile workflows that can be triggered manually or through methods like webhooks or schedules. They integrate with third-party software for a wide range of applications. (Example: Create a record on Salesforce, then get a record on Monday.com, and then delete a record on Google Sheets.) ### Common Controls The following controls appear throughout iMBrace: * Search field (top right) — filter the items on the current page. * \+ button (blue, top right) — create a new item on the current page, such as a team, document model, data board, folder or AI Agent. * ⋮ or … menu — open additional actions for an item, such as edit, rename or delete. * Display per page and page navigation (bottom of the page) — control how many records are shown and move between pages. ### Bottom Toolbar The icons at the bottom of the navigation menu provide quick access to: * Support (headset icon) — contact the iMBrace support team. * Notifications (bell icon) — view alerts, such as new chat rooms started by customers. * Profile (your initial) — view your account options and log out. The current platform version is displayed below the toolbar (for example, Version: 4.4.5).