CRM

Create a campaign#

Every lead belongs to a campaign: one source of enquiries with its own form, people and rules.

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   Step 1: Open Campaigns and press New campaign

   Give it a Name and choose how leads are shared out (Distribution: round robin, sticky or manual), a Fallback owner, how Duplicates are handled, and after how many days a quiet lead is Going cold. Press Create campaign.

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   Step 2: Add the people who work it

   On the campaign's Members tab, Add people as a Manager (sees every lead in the campaign), Agent (sees only their own leads) or Viewer (read-only). The Available switch takes someone out of the rotation for a while.

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   Step 3: Add your own fields

   On Form fields, name, phone and email are always there. Add field (or Reuse a field from another campaign): Text, Long text, Number, Date, Dropdown, Multiple choice, Yes / No or Link.

Bring leads in#

Public form

Build a form under the campaign (Public form → Build one in Forms), Publish it, and share its link or Copy embed code to put it on your site. Make it live / Turn off on the campaign switches it.

Webhook

On the Webhook tab, New webhook gives you an address to paste into Zapier, Make, an ad-leads tool or your own website. Leave the mapping empty and name, email, mobile and company are matched automatically.

Import

On Leads, Import a CSV or Excel file — up to 10,000 rows and 5 MB — choose the campaign, then map each column. Campaign managers can import.

Google Sheet

Paste a sheet link on the Google Sheet tab and press Use this sheet; a row added to the sheet becomes a lead. It needs Google connected under Integrations, where your workspace offers it.

Your agent

A Lead Capture step saves chat leads into the campaign you choose, with the source Bot — see Workflows.

By hand

Add lead on Leads: the campaign, a name, and a phone or email.

Assign leads automatically#

On the campaign's Distribute tab, Add rule to send particular leads to particular people. Rules are checked from the top; the first that matches wins, and anything no rule catches follows the campaign's distribution.

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   Step 1: Say which leads the rule is for

   When all/any of these are true — on name, email, phone, company, source or any custom field, with operators such as is, contains, starts with, is one of, or is empty.

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   Step 2: Say who gets them

   Then give the lead to: a specific person, round robin among chosen people, sticky (whoever had this customer before), or leave it unassigned.

Assign by hand, and in bulk#

• One lead: open it and use Assign (or Reassign), or the Owner list in the lead's panel. Its open tasks move to the new owner.
• Many leads: tick them on Leads and press Assign in the bar that appears. Only managers and agents of every selected lead's campaign can be picked; someone who is not on the campaign shows Add as agent. Press Assign N leads — or pick Nobody (unassign).

Work your leads#

• Find them: search by name, phone, email, company or ID, and filter by campaign, owner, disposition, source, list, date, follow-up (overdue, due today, next 7 days) or duplicates. Save current filters as a view keeps a filter, for you or your team.
• Update them: open a lead and save its disposition — New, Contacted, Interested, Quotation sent, Won, Not interested and so on — with a next follow-up date. Add notes and tasks; everything lands on the lead's timeline.
• Score: each lead shows a score with the reasons behind it — Hot, Warm or Fresh — from the details on file, the activity on it and its outcome.
• Duplicates: each campaign checks phone and/or email, in that campaign or across all of them, and links, merges, blocks or allows a repeat. A duplicate shows a badge and Open the original.
• Export: CSV or Excel of what your filters show, up to 50,000 leads.

Follow up with drips#

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   Step 1: Open Drips and press New drip

   Choose who enters (Starts: when a lead arrives, on a disposition, or by hand) and when they leave (Stop when a lead gets a disposition you pick).

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   Step 2: Choose the channels

   Email (SMTP) and/or WhatsApp (Cloud API). Each needs a connected, verified sending channel — if there is none, Connect one takes you to add it.

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   Step 3: Add the steps

   An email (subject and plain-text message), an approved WhatsApp template, or a task for the lead's owner — each after a wait of minutes, hours or days. Up to 30 steps.

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   Step 4: Save as draft, then Start drip

   To enrol a campaign's new leads automatically, link the drip on that campaign's Drips tab. Enroll leads adds people by hand.

Reports and scheduled reports#

Reports shows new, won, open, unassigned and lost leads, first-response time and overdue follow-ups, by source, disposition, person and campaign, for the range you choose.

Scheduled reports → New schedule emails a report — a daily summary, weekly performance, monthly review, pipeline snapshot or appointments digest — daily, weekly or monthly, as PDF and/or CSV, to addresses, a team member or all lead owners. Send now sends one at once.

Send lead events to other tools#

CRM Settings → Outgoing webhooks (workspace admins) sends lead events — created, updated, assigned, merged, disposition changed — to another system, signed so it can check they came from you.