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User manual

CRM System

Every WhatsApp message from a new number enters the sales pipeline automatically as a lead, and Instagram and website enquiries are logged in the same place with their source, so no customer is lost because a salesperson forgot.

Every enquiry that reaches the company has an owner, a follow-up and a stage, and you can see at any moment how many deals will close this month and where they come from.

16 tasks 6 FAQs

What the system does

  • Leads
  • Sales pipeline
  • Contacts and companies
  • Activities and follow-ups
  • Sales dashboard
  • Permissions
  • Quick glance on the home screen

Tasks

How do I add a new lead?

  1. From the side navigation, go to CRM and select Leads.
  2. Click the New lead button (or Created) to open the lead creation modal.
  3. Enter Name, Company (if applicable), Phone, and Email.
  4. Select the Source from the list (WhatsApp, Instagram, Website, Referral, Visit, Phone Call).
  5. Assign the sales rep Owner responsible for follow-up and write initial notes.
  6. Click the Save button.
Screen
CRM › Leads
Permission needed
CRM - Leads / Add

How do I set a lead's source and current stage?

  1. In the Leads screen, click the edit button on the lead row to open their profile.
  2. In the Source field, choose the accurate acquisition channel to evaluate advertising ROI.
  3. In the Status field, set their status: New, Contacted, Qualified, or Unqualified.
  4. Click the Save changes button.
Screen
CRM › Leads
Permission needed
CRM - Leads / Edit

How do I convert a lead into a confirmed deal?

  1. Go to Leads and click the Convert to deal action button on the qualified lead's row to open confirmation.
  2. The system automatically creates a contact (and company if company name was provided), initiates a new deal in the first pipeline stage, and migrates previous activity and communication history into the deal record.
  3. The lead's status updates immediately to Converted.
Screen
CRM › Leads
Permission needed
CRM - Leads / Convert to deal

How do I view the sales pipeline and move deals?

  1. From the side navigation, select Sales pipeline.
  2. The Kanban board appears displaying pipeline stages as columns (New, Contacted, Proposal, Negotiation, Won).
  3. Drag and drop a deal card to advance it from one stage to the next as customer negotiations progress.
  4. The system automatically updates close probability and total probability-weighted pipeline value.
Screen
CRM › Sales pipeline
Permission needed
CRM - Deals / View

How do I create a new deal directly?

  1. From the side navigation, go to Deals.
  2. Click the New deal button to open the deal creation modal.
  3. Enter the Deal title (e.g., IT Hardware Supply - Horizon Corp).
  4. Select the Stage, and enter the expected monetary Value and currency.
  5. Set the Expected close date, and choose the Contact or Company.
  6. Designate the Owner managing the deal and click Save.
Screen
CRM › Deals
Permission needed
CRM - Deals / Add

How do I mark a deal as won when sales succeed?

  1. Go to Deals and locate the completed deal in the table.
  2. Click the Mark as won action button.
  3. The deal status updates to Won, immediately counted within "Sales this month" metrics on the dashboard.
Screen
CRM › Deals
Permission needed
CRM - Deals / Edit

How do I mark a deal as lost and document the loss reason?

  1. In the Deals table, click the Mark as lost action button.
  2. A popup window opens prompting you to record the Lost reason (e.g., High Price, Chose Competitor, Project Cancelled by Client).
  3. Enter the reason and click Confirm; the deal is logged as Lost, removing it from active forecast totals.
Screen
CRM › Deals
Permission needed
CRM - Deals / Edit

How do I generate an accounting draft invoice from a won deal with one click?

  1. Open the won deal bearing Won status in the Deals list.
  2. Click the Create invoice draft action button.
  3. The system generates an integrated draft sales invoice in the accounting module referencing the client, deal title, and monetary value.
  4. Click Open invoice to review invoice items, add tax rates, and post it officially.
Screen
CRM › Deals
Permission needed
CRM - Deals / Create invoice from won deal

How do I record a follow-up activity (call, meeting, WhatsApp message)?

  1. From the side navigation, open Activities & follow-ups.
  2. Click the New activity button.
  3. Select Type (Call, Meeting, WhatsApp, Email, Note, Task).
  4. Enter the Subject, select the linked Deal or Lead, and record discussion notes in Details.
  5. Click Save; the activity is documented in the client's timeline.
Screen
CRM › Activities & Follow-ups
Permission needed
CRM - Activities & follow-ups / Add

How do I schedule a future follow-up task with a due date?

  1. In the Activities & follow-ups screen, click New activity.
  2. Specify the planned task type and subject.
  3. In the Follow-up due field, set the scheduled future date and time.
  4. Assign the task to the responsible sales rep in Owner and click Save.
Screen
CRM › Activities & Follow-ups
Permission needed
CRM - Activities & follow-ups / Add

How do I mark a follow-up activity as "Done" after completion?

  1. In the Activities & follow-ups table.
  2. Locate the scheduled task and click the Done button (or checkmark icon).
  3. The status turns to Done, archiving the activity in completed history and removing it from overdue alerts.
Screen
CRM › Activities & Follow-ups
Permission needed
CRM - Activities & follow-ups / Edit

How do I add a new contact and link them to a client company?

  1. From the side navigation, go to Contacts.
  2. Click the New contact button.
  3. Enter Name, Job title, Phone, and Email.
  4. Link the contact to their employer in the Company field.
  5. Click Save.
Screen
CRM › Contacts
Permission needed
CRM - Contacts / Add

How do I add a new corporate account in the company directory?

  1. From the side navigation, go to Companies.
  2. Click the New company button.
  3. Enter Company name, Industry (e.g., Tech, Construction, Retail), Phone, Website, and corporate address.
  4. Assign the account Owner and click Save.
Screen
CRM › Companies
Permission needed
CRM - Companies / Add

How do I customize sales pipeline stages and win probabilities?

  1. Navigate to the Pipeline stages menu.
  2. Click New stage (or edit existing stages).
  3. Enter Stage name, Order sequence on the Kanban board, and Probability percentage (0% to 100%).
  4. Choose Stage type (Open, Won, Lost) and click Save.
Screen
CRM › Pipeline Stages
Permission needed
CRM - Pipeline stages / Add · CRM - Pipeline stages / Edit

How do I view the sales dashboard and key metrics?

  1. Open the Sales dashboard from the side navigation.
  2. Review KPI cards:
  • Total pipeline value and Probability-weighted value.
  • Sales this month (won deals).
  • New leads.
  • Follow-ups today and the list of Overdue follow-ups requiring immediate action.
Screen
CRM › Sales dashboard
Permission needed
CRM - Deals / View

How does a sales rep check their daily task summary in the morning?

  1. The system dispatches a daily morning notification to the rep titled: "Your follow-ups today: X, Overdue: Y".
  2. The rep can click the Open follow-ups link in the alert to navigate directly to their scheduled task queue and commence calls.
Screen
CRM › Activities & Follow-ups
Permission needed
CRM - Activities & follow-ups / View

Frequently asked questions

Why does the message "This number is already registered for another lead" appear?

To prevent lead conflict and duplicated outreach across sales reps, the system validates phone numbers upon creating any lead. If the number already exists, saving is blocked. You can search the phone number in the leads table to locate the assigned owner and coordinate.

Screen
CRM › Leads
Permission needed
CRM - Leads / Add
Why does the system refuse to convert a specific lead into a deal?

The message "This lead has already been converted" appears because the lead was previously processed and a deal/contact was already generated. To prevent duplicate deals for the same client, open the lead card where you will find the direct link to the existing deal.

Screen
CRM › Leads
Permission needed
CRM - Leads / Convert to deal
Why does the system require a lost reason when marking a deal as lost?

Effective sales management relies on analyzing deal failure patterns; the system requires entering the lost rationale in Lost reason (e.g., High price, Delayed response, Out of stock) before confirming lost status, and cannot be bypassed.

Screen
CRM › Deals
Permission needed
CRM - Deals / Edit
Why can't I drag a deal directly into the Lost column on the Kanban board?

On the Sales pipeline screen, a note states: "To mark a deal as lost, open deals and write the reason." The board is designed this way to prevent accidental closures without documenting the mandatory root loss cause. Open the deals list and click Mark as lost.

Screen
CRM › Sales pipeline
Permission needed
CRM - Deals / Edit
Why can't I generate an accounting invoice for a specific deal?

Error alerts occur in the following cases:

  1. "Accounting module is not enabled for this business": Enable the accounting module in the workspace admin console.
  2. "Invoices can only be created from won deals": Click Mark as won prior to billing.
  3. "Deal already has an invoice": An invoice was already generated for this deal and cannot be duplicated.
  4. "Specify deal value first": The deal must carry a monetary value greater than zero.
Screen
CRM › Deals
Permission needed
CRM - Deals / Create invoice from won deal
Why can a sales rep only view their own deals and leads?

The system defaults to protecting sales privacy by showing each representative only their assigned records. For a supervisor or manager to view all deals across the team, they must be granted the View everyone's records permission (crm.deals.view_all and crm.leads.view_all).

Screen
CRM › Deals
Permission needed
CRM - Deals / View all records (not just their own)

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