The CRM (Customer Relationship Management) is the primary workspace for agents servicing borrowers on the Peach platform. Use it to accept tasks, search for borrowers, manage cases, and communicate with borrowers across all channels. The CRM is the default screen agents see after logging in.
Availability: All clients
Required permissions: None required to access the CRM. Individual features require specific permissions documented on their respective pages.
The CRM main page uses a three-column layout:
- Left panel — Task queue. Displays your assigned tasks from the task router. Accept tasks here to begin working them. See Work the task queue for details.
- Center panel — Find a Borrower. Search for borrowers by name, phone, email, or Peach ID. See Search for borrowers for details.
- Right panel — Contact card. Displays a preview of the selected borrower's information. Appears when you select a search result. From here you can verify the borrower's identity, open the borrower portal, or navigate to the full borrower detail page.
- Search for a borrower using the center panel.
- Select a result to load the contact card in the right panel.
- On the contact card, select View more to open the borrower detail page.
The borrower detail page has two parts:
- NavColumn sidebar (left) — Displays the borrower's name, timezone, and verification status. The header includes quick action buttons to start an email, phone call, text, or mail interaction, a Borrower portal link, and a View notes link. Below that: a list of cases with an Add case button, and interaction history with search and filters.
- Content area (right) — Shows the borrower's notes and contact information by default. When you select a case from the NavColumn, this area displays the full case detail view.
See View borrower details for a full walkthrough.
Agents can view the borrower portal — the same interface borrowers see — to review loan details, payment history, and account settings.
Select Borrower portal from either the Contact Card (right panel on the main CRM page) or the NavColumn header on the borrower detail page. The borrower portal opens in a new browser tab.
The agent-view borrower portal includes these pages:
| Page | What it shows | Required permissions |
|---|---|---|
| Loans (default) | All borrower loans and loan details with sub-sections. | — |
| Account Settings | Borrower account settings. | — |
| Borrower Information | Borrower personal info (name, address). Editable by agents. | person:update |
| Identifying Information | Identity documents (SSN, ID uploads). | person.identity:update, person:read.sensitive |
| Manage Consents | Communication and data consents. | consent:update |
To return to the CRM, switch back to the original browser tab.
From the CRM main page, you can reach these areas:
| Destination | How to get there |
|---|---|
| Borrower detail page | Search for a borrower → select result → select View more on the contact card. |
| Case detail page | From the borrower detail NavColumn, select a case. Or accept a task that links to a case. |
| Agent-view borrower portal | Select Borrower portal from the Contact Card or the borrower detail NavColumn header (opens in new tab). |
| Manager Dashboard | Select Manager Dashboard in the navigation. Requires managerdashboard:read. |
| Supercases | Select Company-wide cases from the user menu (opens in new tab), or select Supercases from the sidebar. |