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How-to

Runbook: Activate CRM Modules

Account: VITAG (Vitagen Labs)

When to Use This Runbook​

Use when VITAG is ready to enable CRM-related features — AI chat agents, webchat widget, SMS support, phone system. None of these modules are active by default. This runbook covers how to request activation and what to verify after each module is turned on.

Who handles this: Owner. Module activation requires account-level changes by UltraCart support.

References:

  • 13-ai-agents-chat-sms.md — AI Agents, webchat, SMS setup

  • 14-crm-calls-phone.md — CRM Calls phone system setup

  • 15-tasks-workforce-permissions.md — Permissions for CRM users

Modules and What They Unlock​

Contact MethodDetails
Emailsupport@ultracart.com
Phone1-209-383-9870
In the backendHelp → Submit a Ticket

What to say:

"We'd like to activate the following modules on our VITAG account:

  • Conversations (webchat and SMS chat)

  • Workforce (supervisor console and AI Agent management)

  • AI Agents (AI-powered chat)

We'd also like to activate CRM Calls (phone system) when ready.

Please advise on pricing for each module and next steps."

Request pricing and any setup requirements in the same message. Ask about:

  • Monthly cost per module

  • Any per-seat or per-agent fees

  • Twilio integration requirements for SMS

Step 2: Verify Conversations Is Active​

After UltraCart enables Conversations, confirm:

  1. Log into UltraCart backend

  2. Check the left sidebar — CRM should now appear

  3. Click CRM → Conversations — it should load without an error

  4. If it still shows "The system was unable to process your request," the module is not yet active — contact support again

After Conversations is active, connect the VITAG storefront to the CRM:

  1. Go to StoreFronts → [vitag.ultracartstore.com] → Settings

  2. Find the CRM Integration or Workspace section

  3. Select and link the VITAG CRM workspace

  4. Save

This connection allows the webchat widget and AI Agents to receive messages from the storefront.

Step 4: Set Up Chat Departments and Queues​

Before AI Agents or human agents can receive chats, you need at least one department:

  1. Go to CRM → Conversations → Departments (or Configuration → Conversations → Departments)

  2. Click Add Department

  3. Create: "Customer Support"

  4. Create a queue associated with the department

Once the department exists, you can assign agents (human or AI) to it.

Step 5: Verify Workforce Is Active​

  1. Check the left sidebar for CRM → Workforce

  2. Click it — you should see the Workforce overview with Dashboard, Timeline, Daily Summary, Settings, and AI Agents sections

  3. If AI Agents is not visible, the AI Agents permission may need to be enabled on your user account (Configuration → Account → Users → [your account] → Permissions)

Step 6: Configure Workforce Settings​

In CRM → Workforce → Settings:

  1. Status & Timezone:

    • Set the Default Timezone to VITAG's operating timezone

    • Add custom statuses: Lunch, Training, Admin Work, Meeting (see 15-tasks-workforce-permissions.md Part 4)

  2. AI Budgets:

    • Set Daily Cap: $10

    • Set Monthly Cap: $200

    • Adjust after the first 30 days based on actual usage

  3. AI Capabilities:

    • Enable all recommended capabilities (see 13-ai-agents-chat-sms.md Part 3)

Step 7: Create the AI Agent​

Follow set-up-ai-agent.md for the full AI Agent setup. At minimum:

  1. Create the AI Agent user account (Configuration → Account → Users)

  2. Assign to the Customer Support department

  3. Check "Use AI to handle chat as this agent"

  4. Configure in CRM → Workforce → AI Agents

  5. Write the personality prompt, chat instructions, and SMS instructions

  6. Upload knowledge base documents

Step 8: Add the Webchat Widget to the StoreFront​

Follow set-up-ai-agent.md Part 5 for the webchat widget setup. Quick summary:

  1. Open the Visual Builder

  2. Open the footer template

  3. Add the AI Agents Webchat element

  4. Select the VITAG AI Agent

  5. Set trigger mode to Icon Only

  6. Publish

Step 9: Verify Workflows Are Active (If Applicable)​

Navigate to CRM → Calls → Settings — if Calls is now active:

  1. Confirm you can reach the Calls settings without an error

  2. Proceed with onboard-a-call-center-agent.md for phone system setup

Activation Checklist​

Conversations + Workforce + AI Agents​

  • [ ] UltraCart support contacted to enable modules

  • [ ] Confirmed pricing and billing details

  • [ ] CRM left nav appears after activation

  • [ ] StoreFront linked to CRM workspace

  • [ ] At least one chat department created

  • [ ] Workforce Settings configured (timezone, custom statuses, AI budgets, AI capabilities)

  • [ ] AI Agent user account created

  • [ ] AI Agent configured in Workforce (personality, instructions, capabilities)

  • [ ] Knowledge base documents uploaded

  • [ ] Webchat widget added to storefront footer template

  • [ ] Webchat tested in incognito browser — AI Agent responds correctly

CRM Calls (when ready to add phone)​

  • [ ] UltraCart support contacted to enable Calls module

  • [ ] Confirmed pricing (per-minute rates, DID number fees)

  • [ ] Calls settings accessible without error

  • [ ] Proceed with onboard-a-call-center-agent.md

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