Coherence is an agentic customer operations platform that connects CRM data, email, campaigns, websites, workflows, and AI agents in one shared context. It is operated by Brightyard, Inc.

How is Coherence different from a traditional CRM?

CRM is Coherence's shared data foundation, not the product boundary. Coherence connects flexible XRM-style records to email, campaigns, websites, workflows, and agents so teams can run the customer lifecycle from one context.

Does Coherence have an API and MCP server for agents?

Yes. Coherence publishes an OpenAPI 3.1 spec at https://getcoherence.io/openapi.json and ships an official MCP server (@coherenceos/mcp-server) so AI agents can read and write workspace data and delegate tasks to the Nash agent.

How much does Coherence cost?

Coherence has a free tier (no credit card required), plus Starter at $12, Pro at $29, and Team at $79 per user per month.

Cases | Coherence

Name: Coherence
Brand: Coherence
Rating: 4.8 (50 reviews)

Cases tracks requests from intake to resolution. Open it from Cases in the workspace navigation.

Availability and permissions

Cases is included with Pro, Team, and Enterprise. Use Record permissions → Cases to control View, List, Create, Update, Delete, Export, and Import. Permission to use another module does not automatically grant access to Cases.

Open a case for a caller

Choose New record in Cases.
Enter the subject and any fields configured for creation.
Set Source to Phone, Email, or the appropriate intake source.
Link an existing Person or Account when useful and assign the case.

Staff intake does not require a portal or a portal login. Each case receives an autonumber, initially formatted like CAS00023.

Work with cases

The list uses the standard record toolbar: saved views, display settings, filter builder, import, and export. Actions depend on the staff member's permissions.

In a case, Details includes the subject and staff-only Note. Activity shows customer replies and internal notes together. The right sidebar contains status, assignee, account, person, source, attachments, and linked Knowledge. Staff-only attachments and internal notes are not shown to portal visitors.

The Relationships tab shows the relationship graph. Separately configured related-record tabs can show lists such as Tasks or People.

Customize in Module Builder

Cases is a system module that permits custom fields, Create Form configuration, filters, views, related-record tabs, and permissions. Core fields remain protected so case workflow continues to work. Configure the Create Form tab to choose which additional fields appear when staff creates a case.

Customers can submit and follow cases through an enabled portal. Portal access is evaluated separately from staff role permissions.