- Overview
- Prerequisites
- System Configuration
- Merchant Boarding
- CRM Integrations
- Leads
- Helpdesk
- Communications
Overview
Administrators play a critical role in enabling efficient, consistent operations by configuring, securing, and maintaining Merchant Central.
This guide introduces the core administrative tools you’ll use to support daily operations and long-term scalability across the platform, including the ability to:
- Control access and permissions
- Configure system-wide settings
- Standardize merchant boarding workflows
- Manage integrations and APIs
- Ensure data quality, security, and compliance
For assistance, contact support@iriscrm.com or start a live chat with our Support team using the Help icon near your username in Merchant Central.
💡 Review the Merchant Central Introduction and other Getting Started guides if you’re new to the platform.
Prerequisites
- Administrator-level access in Merchant Central
- Understanding of your organization’s internal workflows
- Coordination with Sales, Operations, Support, and IT teams
System Configuration
System Configuration settings define how users access Merchant Central, how your brand is represented, and how information is organized and displayed.
Users & Groups
Administrators manage user accounts, permissions, and access using User Classes, Groups, and Single Sign-On (SSO). Proper configuration ensures users only see the data and tools relevant to their role, improves security, and simplifies onboarding and offboarding.
Learn more:
- Controlling Access with User Class Permissions
- Managing User Accounts
- Using Groups to Segment Access to Leads, Merchants, and More
- Setting Up Single Sign-On (SSO)
Branding
Use logos, custom domains, and site-level CSS settings to align Merchant Central with your company’s brand identity. Administrators can apply corporate colors, logos, and styling across the CRM to create a consistent, professional experience for both internal users and merchants.
Branding settings impact emails, hosted pages, and in-app visuals—helping reinforce brand recognition while maintaining a cohesive look and feel throughout the platform.
Learn more:
Email Configuration
Email configuration enables sending and receiving emails directly within Merchant Central while ensuring reliable delivery and proper brand authentication. By verifying domains and adding the required DNS records, administrators can support seamless in-CRM communication without relying on external inboxes.
Proper setup improves deliverability, reduces spam filtering, protects your brand reputation, and ensures messages sent from the CRM reach merchants and prospects consistently.
Learn more:
- Setting Up a Custom Sub-Domain
- Configuring SPF / DKIM / DMARC Records
- Checking the Health of Your Email Domains
Documents & Labels
Document Management allows administrators to upload and organize shared documents, while labels help categorize and control visibility. This ensures teams always reference current materials and reduces reliance on external storage tools.
Learn more:
Home Page Tabs
Home page tabs allow administrators to configure default dashboards for users. This helps surface relevant metrics, tasks, and alerts immediately upon login, improving productivity and adoption.
Learn more: Home Tabs
Merchant Boarding
Merchant Boarding tools support accurate, scalable merchant setup by coordinating merchant profiles, processor configurations, and automated boarding workflows. Administrators can manage merchant data, compliance visibility, and processor integrations while leveraging TurboApp automation, APIs, and defaults to reduce manual entry, accelerate activation, and maintain consistent, compliant merchant records across the platform.
Merchants
Through control of merchant profiles, settings, compliance reporting, and bulk imports, Administrators ensure consistent data, PCI compliance oversight, and efficient merchant scaling.
Learn more:
- Run Merchant Reports
- Import New Merchant Records with Merchant Importer
- Configure Profile Tabs on Merchant Details Page
- PCI Compliance Setup
Processors
Merchant Central provides an easy way to add and manage processor integrations, as well as configure the processor tabs displayed on merchant records. Processor options also include batch health monitoring and the ability to configure processor information shown on the Account Status tab of the Merchant Details page.
Learn more:
- Manage Processor Credentials
- Configure Processor Tabs on Merchant Records
- View Settled Batch Counts By Processor
- Manage Account Status Tab Information By User Class
TurboApp
TurboApp automates merchant boarding workflows using predefined defaults, APIs, and processor integrations. This reduces manual data entry (to an average of 5 minutes per merchant), speeds activation, and improves boarding accuracy at scale.
Learn more:
- Manage Boarding API Credentials
- Set up Field Mappings from CRM Lead to TurboApp
- Configure TurboApp Default Values
CRM Integrations
Integrations extend Merchant Central by connecting it with external platforms, payment processors, and internal systems to create a more unified and automated ecosystem.
By enabling secure data exchange and workflow coordination across tools, integrations reduce manual effort, improve data consistency, and allow teams to manage leads, merchants, payments, and operations more efficiently from a single platform.
Processors and Tools
The Merchant Central integration guides provide setup instructions for supported processors (including Fiserv, TSYS, WorldPay, and others) and third-party tools (such as ScanX, Zapier, Parafin, and others), enabling data sync and workflow automation.
Learn more: Integration Guides
Open API
The Open API allows developers to securely access and manage lead and merchant data programmatically. This supports custom integrations, reporting pipelines, and automation.
Learn more: Open API
Payments & Invoices
Payment tools in Merchant Central enable you to collect fees from your clients using Paya ACH or Authorize.Net payment profiles and to issue invoices directly within the CRM.
Learn more: Payments & Invoices
Leads
Lead configuration determines how incoming data is captured, secured, and processed. You can easily customize lead page tabs and fields to align with your specific workflows, as well as configure access permissions at the field or tab level.
Sales pipelines are established by creating lead categories and lead status states that leads progress through.
Advanced configuration options are available for task automation via lead status triggers, while custom lead properties enable structured data capture and automation by driving assignments, visibility rules, and actions based on selected values.
Manage Lead Fields and Tabs
Administrators control which fields and tabs appear on lead records and how they behave. They can configure access permissions for fields and tabs, define default values, and adjust field alignment to make the lead form more intuitive to use.
Learn more: Manage Lead Fields
Logs & Security
Logs and security controls provide visibility and protection across Merchant Central by tracking data changes, exports, and sensitive activity.
Export logs, security alerts, secure fields, and status change tracking work together to support audits, compliance requirements, and operational monitoring—helping teams detect issues, safeguard sensitive data, and maintain accountability across the platform.
Learn more:
POST API
The POST API enables clients to securely submit leads from their own web forms and external systems directly into Merchant Central.
Submissions are authenticated and validated using POST tokens and standardized fields, with optional file uploads, so lead data and documents flow directly into downstream workflows.
Learn more:
- Creating POST Token URLs
- Manage Incoming Leads
- Manage Incoming POST Data
- Uploading Files with POST Tokens
Helpdesk
Helpdesk configuration ensures a smooth and consistent support experience by centralizing how requests are received, routed, and resolved. It defines intake channels, assignment rules, resolution checklists, SLAs, and visibility so teams can respond faster, reduce manual effort, and maintain accountability across all support interactions.
Learn more: Helpdesk Overview
Ticket Types, Categories & Outcomes
Ticket types, categories, and outcomes provide a standardized framework for classifying and managing support requests. By clearly defining these structures, teams can streamline triage, improve reporting accuracy, enforce consistent workflows, and gain better insight into request volume, root causes, and resolution effectiveness.
Learn more:
- Configure Ticket Types, Categories, and Outcomes
- Automated Ticket Creation from Emails
- Automated Ticket Creation from Status Triggers
Communications
Communication tools support both client-facing and internal collaboration workflows within Merchant Central.
The CRM Dialer enables teams to place and manage outbound and inbound calls with merchants directly from the platform, while internal chat supports real-time messaging between users for coordination and collaboration.
Together, these tools centralize conversations, improve responsiveness, and keep communication context tied to the relevant records and workflows.
Merchant Central Dialer
The dialer allows teams to place and receive calls with merchants directly from Merchant Central. Administrators configure dialer settings, extensions, phone numbers, and IVR flows to support call routing, tracking, and a consistent client-facing communication experience.
Learn more: Introduction to the Dialer
Merchant Central Chat
Merchant Central Chat provides real-time, internal messaging within the platform, supporting direct messages, group chats, and public topics to keep team communication centralized and searchable.
It includes configurable chat permissions, message logging, and administrative moderation tools such as message removal and user banning to ensure secure and compliant collaboration across the organization.
Learn more: Merchant Central Chat