CRM and contacts

The CRM holds everyone you talk to and every deal you work on. Contacts stores the people. CRM follows each sale from lead to deal to won or lost, on stages you name yourself.

Where to find it

CRM spans two icons in the left rail:

Rail icon	Panel items
Contacts	All contacts, Contact groups · under Data: Import & sync, Custom fields · under Governance: Consent & compliance
CRM	Leads, Deals · Campaigns · Funnel

Some CRM screens are not in the panel:

• Boards — the List | Board toggle on Deals and Campaigns.
• Stages & fields — the Stages & fields button on each board.
• Import — the Import button on Leads and Deals.
• Campaign Templates — the Templates button on Campaigns.
• Sales Quotas — Manage quotas on Forecast.
• Dashboard, Accounts, Automations, Forecast, Activities, Activity Calendar, Notes and Sales reports — type the name in the search box at the top, or press Ctrl+K (⌘K on Mac) and pick it from Go to….
• Pipelines, Lead Sources and Products — click your initials bottom-left, then Settings → CRM.

Before you start

• Your workspace has the CRM module, and your role has CRM access. Otherwise the Contacts and CRM icons do not appear. Ask your admin — see Manage team members, roles and permissions.
• For contacts to arrive on their own from chats, your WhatsApp number is connected.
• Dashboard, Funnel, Forecast and Sales reports need CRM reports access. Automations needs automation access.

Contacts

See Contacts for every guide in this part.

Guide	Use it when
Manage contacts	You want to add, find, filter, edit, tag, merge or export contacts.
Call contacts and review your calls	You call a contact and want to record the outcome and a follow-up.
Call many contacts in a row with Auto Calling	You have a list of contacts to call one after another.
Send a welcome email to a contact	You want to email one contact with your brochures attached.
Set up the welcome email and your brochures	You want a default welcome message and a shared brochure library.
Jump back to recent contacts	You want the contacts you opened or called lately.
Recover abandoned carts with Commerce leads	Shoppers left your online store without paying.
Create and manage contact groups	You want a saved list of contacts to message together.
Import and sync contacts	You have contacts in a file, or want them to flow in from WhatsApp, a store or Zapier.
Add custom contact fields	You need to store something about contacts that the built-in fields do not cover.
Track contact consent	You need to check or change who agreed to hear from you, or export a consent log.

CRM

See CRM for every guide in this part.

Guide	Use it when
Work with leads	You want to call new leads, decide who is the right customer and convert them.
Build lead phases and steps	You want to set the steps every lead and customer follows, and how calls are timed.
Move leads through your stages	You look for the old Leads list and board, and which status each choice sets.
Create and manage deals	You want to add a deal, move it through stages and close it.
Set up stages and fields	You want your own stages and the extra fields your team fills in.
Import leads and deals	You have leads or deals in an Excel or CSV file.
Read the CRM dashboard	You want your open pipeline, wins and the deals going cold.
Add and manage accounts	You want to track the companies you sell to.
Log activities and notes	You want to plan calls and meetings and keep notes on a contact or deal.
Track campaigns and campaign templates	You want to record a campaign, its audience and its results.
Manage CRM automations	You want to see, pause or resume the rules running on leads and deals.
Read the funnel and move leads on the board	You want to see where leads drop off.
Read the sales forecast	You want to compare the pipeline with your targets.
Run the sales reports	You want a report as an Excel or PDF file.

Configure the CRM

Follow these when you set up the CRM for the first time. See Configure the CRM.

Guide	Use it when
Set up pipelines	You create the stages a deal moves through.
Manage lead sources and see which ones convert	You add the channels your leads come from.
Add products	You add what you sell.
Set sales quotas	You give each salesperson a monthly target.

Related

• Email — send campaigns to your contacts by email.
• Schedule — see CRM activities alongside everything else that is scheduled.
• Analytics — see how your WhatsApp broadcasts and store perform.