CRM & Leads FAQ#

What is the difference between a company and a contact?#

A company is the organization you are selling to; a contact is a person who works there. Every contact belongs to exactly one company — Company is a required field on the contact form — so the company record is the anchor that ties contacts and deals together. Open a company to see its Deals, Contacts, Notes, and Files tabs in one place.

This link matters later: a deal reaches its company through its Point of Contact, and that is how conversion finds or creates a client record. See Companies and Contacts.

Who can be a Relationship Owner, and how do I assign one?#

Relationship owners are drawn from your existing employees. Go to CRM → Relationship Owners, click Assign Owners, and tick the people you want — the dialog lists only employees who are not already owners, and you can narrow it by branch, department, or role. Once assigned, a person becomes selectable as the Relationship Owner on a deal and appears in the dashboard's owner filter.

When someone leaves the sales team, open their detail page and click Archive rather than deleting them; their history stays on record and you can Activate them again later. Full detail: Relationship Owners.

Is there a faster way to add contacts than typing them in?#

Yes. On the Contacts list, click Scan Business Card, upload a photo of the card (JPG, PNG, HEIC, HEIF, or WEBP), and the scan reads up to seven details — name, email, phone, job title, company, website, and address — each with a confidence level so you know which ones to double-check. Click Use Results to open the Add Contact form pre-filled.

Two things to remember: the scanner does not set the Company link for you, so pick it before saving, and scanning needs AI credentials configured in Settings. See Business Card Scan.

How do deals move through the pipeline stages?#

The Deals page offers three layouts — Board (the default kanban view, one column per stage), Grid, and Spreadsheet. In Board view you advance a deal by dragging its card to the next column; anywhere else, open the deal, change the Stage field, and save. The out-of-the-box stages run Prospect → Initial Meeting → Technical Meeting → Proposal → In Negotiation.

All three views can be filtered by stage, deal type, owner, and closing date. See Deals.

Can I change the pipeline stages to match our sales process?#

Yes. Open CRM → Deals in Board view and click the gear icon to reach Pipeline Settings, where you can add stages, rename and recolor them, reorder them with the up and down chevrons, disable ones you are not using, and delete the rest. Changes appear on the board immediately.

Two limits apply: the Win and Lost stages are protected and cannot be deleted, and any other stage must be emptied of its deals before deletion will succeed. See Pipeline Settings.

What happens when I mark a deal Won, Lost, or Unqualified?#

In Board view, start dragging a deal card and a resolution drop zone appears at the right edge with Won, Lost, and Unqualified targets. Drop the card on one, enter a Reason when prompted, and confirm. The deal leaves your active pipeline and appears on the Resolved Deals page.

Why is a deal flagged as needing manager approval?#

Because it was discounted past the ceiling set on its pricing tier. Pricing tiers hang off a deal type and carry standard figures — approved budget, monthly recurring revenue, implementation fee, and total contract — plus an optional Max Discount %. Picking a tier on a deal auto-fills those amounts, and every figure you then change shows a variance indicator against the standard.

If the Total Contract falls below the tier's standard by more than the allowed percentage, the deal carries a Discount Approval Required banner where a manager can add a note and click Approve or Reject. Upsells above the standard are never flagged. See Pricing Tiers.

How do I produce a quotation or proposal for a deal?#

Open the deal and go to its Proposals tab. Click New Quotation to start one, or click an existing proposal to reopen it. In the quotation dialog, Export PDF renders the quotation as it currently stands — company header, line items, subtotal, VAT if taxed, total, payment terms, notes, and signature lines — and downloads it.

You do not have to finish or save the proposal first: the PDF always reflects what is on the form, so you can send a preview early. The only requirement is at least one line item. See Deals.

How do I find deals that have gone quiet?#

The CRM Dashboard has a Stale Deals (14+ Days Inactive) table listing every deal with no activity for a fortnight, together with how many days it has been idle and who owns it. Alongside it, Closing This Month shows what is due to land, and Recent Activity gives a running feed of who did what.

For one specific deal, open it and read the Activity tab — a timeline of every change made to that deal, including its conversion if it has been converted. Use the All Owners filter at the top of the dashboard to review a single salesperson's book.

Where do I see our win rate and the reasons we lose deals?#

On Resolved Deals. It leads with Win Rate, Revenue Won, Avg. Sales Cycle, and Deal Velocity, then charts Loss Reasons and a Win Rate Trend so you can see whether performance is improving month over month.

One subtlety worth knowing: win rate is calculated only from decided deals — those marked Won or Lost. Deals marked Unqualified count toward Total Closed but are excluded from the percentage, so disqualifying weak leads does not drag your win rate down.

How do I collect leads from a landing page or campaign?#

Use Capture Pages — public pages with a form you can share by email, social media, or ads. You choose the form fields, build the look either by describing it to the AI designer or by pasting your own HTML, then copy the public link. Everyone who fills in the form lands on the page's Submissions tab with their contact details ready to follow up, and a Deal # badge once the submission has been linked to a deal.

Assign a Deal Source to the page so leads are tagged with where they came from, and when a campaign ends click Deactivate rather than Delete — the page goes offline but its submissions are kept. If you change the form fields after generating the design, a "Design is out of date" banner reminds you to regenerate so the new fields appear on the live page.

How do I import deals from a spreadsheet, and can I undo it?#

Import Deals walks you through four steps — upload, validate, process, complete. Download the template if you are starting fresh, or upload your existing spreadsheet directly: common headings such as Opportunity, MRR, Probability, and Closing Date are detected automatically, including exports from a Google Sheets CRM. Rows with errors are skipped, and rows with warnings must be ticked and approved before the import will continue, so nothing is created without your say-so.

Every completed batch is listed under Previous Imports. To undo one, click Delete Import and confirm; the batch is then marked Rolled Back and cannot be deleted again.

What happens when I convert a deal into a project or engagement?#

Conversion does several things in one step: it creates the new Project or Engagement from the form you fill in, attaches it to a Client — reusing the existing client for the deal's company, or creating one from that company and the deal's point of contact — links the new record back to the deal, adds you as its first member, marks the deal Won, and logs the whole thing on the deal's Activity timeline. You land on the new project or engagement when it finishes.

The Convert to Project button only appears when the deal is in Proposal, In Negotiation, or Won. If it is missing, move the deal forward first. The deal also needs a point of contact with a linked company, otherwise there is nothing to build the client from and conversion reports an error. See Convert a Deal.