Give every enquiry an owner and a next step.

1. Create your first enquiry

A contact has a sales enquiry, an accountable owner and a next action.

1. Open CRM in your company workspace. Choose Lead tracker for a simple process, Sales for a sales pipeline, or Appointments for bookings. Start with one pipeline.
2. Search for the contact before creating another record. Open or create an enquiry from the contact or conversation, or use New enquiry in CRM.
3. Give the enquiry a specific title, such as “Annual plan for Acme”, select the pipeline and review the stage.
4. Assign an enquiry owner. Add the requirement and a short internal note with what the customer needs.
5. Schedule a follow-up with a clear task title, due date, timezone and assigned member. The enquiry owner and task assignee can be different people.

Best practice: A contact is a person. An enquiry is a sales opportunity. The same contact may have multiple enquiries; check existing work first.

2. Manage your day and quick actions

Every active enquiry has a clear next step and useful history.

1. Open My day and review overdue work before today’s follow-ups. Review enquiries missing a next action and unassigned work that your role can access.
2. Use the lead list search and pipeline, stage, owner or outcome filters. Save a view for work you repeat.
3. Open quick view to review recent history, add an internal note or change stage. Use the full enquiry for the complete notes, tasks and activity timeline.
4. Use the available call or conversation shortcut to contact the person. Record the result in an internal note.
5. Complete or reschedule the follow-up and create the next action. Update the sales stage after a meaningful change. Record the result when an enquiry is won or lost.

Best practice: A stage describes sales progress; a follow-up describes work to do. Completing a call does not mean the enquiry is won.

3. Review your pipeline as a team

Stages and assignments reflect the real sales process.

1. Open Pipeline and review enquiries by stage. Open a card to inspect its owner and next action.
2. Use the stage update control when progress changes. Review the reason when closing an enquiry as lost.
3. Agree on what each stage means, such as “Qualified = requirement and timeline confirmed”. Keep stage names short and distinct.
4. Review overdue, stalled and unassigned work together. Reassign ownership explicitly and confirm the next follow-up member.

Best practice: Use a few stages your team understands. Add more only when they represent a different decision or handoff.

4. Import leads and configure inbound capture

New enquiries are reviewed before bulk changes or automated capture.

1. Open the import or adoption preview and select the source and target pipeline. Review potential matches, duplicates and row errors.
2. Review the saved batch and explicitly confirm the intended rows. Permissions and duplicates are checked again at confirmation.
3. Read the per-row results. Correct rejected or skipped rows rather than repeatedly submitting a whole file.
4. For inbound capture, define an opt-in rule and assignment behavior. Run a dry-run preview with a sample before enabling the rule.
5. Verify that the selected owner can see the enquiry and that the captured lead has a useful next action.

Best practice: Importing a phone number or receiving an enquiry does not grant customer marketing consent.

5. Set up a member’s WhatsApp notifications

A member controls their own opted-in, verified work number.

1. Open CRM → Notifications in your company workspace. Enter your own work WhatsApp number and explicitly choose whether to opt in.
2. Save the setup. If verification is needed, copy the one-time code shown on the page.
3. From that work number, send the code to the connected business WhatsApp number shown in the instructions before the code expires.
4. Use Check status. Verification depends on the business receiving a valid signed callback; merely pressing the button does not verify the number.
5. If the code expires, use the retry control. Reset and release your setup when changing numbers. Owners can revoke a setup but cannot opt another member in.

Best practice: Saving a number does not send a reminder. A missing owner or assignee does not silently redirect a notification to a manager.

6. Install and configure your first CRM flow

A reviewed starter remains a disabled draft until you publish it explicitly.

1. As the workspace owner, open CRM → Notifications → Get started with CRM flows. Choose Assigned follow-up for your first recipe.
2. Confirm Create a new disabled draft. The connected starter opens in Flow Maker; installation does not send, publish or enable it.
3. Review the CRM event. Assigned follow-up uses the task-assigned event; new tasks with an assignee and later assignment changes can produce this event.
4. In CRM notification, keep Assigned follow-up member or explicitly choose Enquiry owner, Specific team member or Customer.
5. Choose an approved utility template for staff. Map every numbered body field to an allowed CRM field, such as recipient name, enquiry title or follow-up due time.
6. Open Preview eligibility and message inside the notification. Load a sample enquiry, choose a matching follow-up and review eligibility, masked destination and message content.
7. Fix missing assignment, verification, opt-in or template settings. Save as draft when incomplete. Use Checks and connect every required output.
8. Publish changes only after review. Publishing preserves the flow’s active state; enable it separately only after your workspace’s rollout and delivery checks are approved.

Best practice: Changing a selection invalidates the old preview. Preview again. An eligible sample is not a guarantee of delivery later.

7. Add decisions or conversation actions

Automation uses explicit enquiry context and clear branches.

1. For event-driven notification flows, use CRM event → CRM decision → CRM notification → End. Connect both Yes and No outputs of a decision.
2. Choose event fields to check what happened then, or current fields to check the enquiry or task when the step runs.
3. Keep conversation action flows separate from the event-driven notification graph. Use Find Enquiry before changing an existing enquiry from a conversation.
4. Connect all three Find Enquiry outputs: single, none and ambiguous. Use single for the identified enquiry, none for a reviewed creation path, and ambiguous for clarification or a human handoff.
5. Use Create Enquiry, Assign Enquiry, Update Sales Stage, Add Internal Note or Schedule Follow-up only with the intended pipeline, enquiry and member. Test with a sample contact first.

Best practice: Never select the first enquiry when multiple open enquiries match a contact. Notes stay internal and are unavailable as customer notification variables.

8. Preview campaign audiences and nurturing

Outreach reaches eligible customers with appropriate content.

1. Open Campaign audiences and define the relevant pipeline, stage or other supported segment filters.
2. Choose the supported approved message template and preview the audience before confirming. Review eligible and excluded contacts and their reasons.
3. Check recorded marketing consent, subscription, suppression and template cooldown requirements. An owner or task assignment is not consent.
4. Start with a small, reviewed audience. Enable nurturing only after its rule, recipient scope and pause behavior are understood.
5. Stop or adjust outreach when the customer opts out, the enquiry closes or the current eligibility changes. Review results before expanding.

Best practice: The CRM notification node’s customer option currently supports approved static marketing text, without internal enquiry or task field bindings.

9. Review results and improve the workflow

Your team learns where enquiries stall and which sources perform.

1. Open CRM reports and choose the supported date range, pipeline and owner filters.
2. Review intake, outcomes, conversion, source breakdown and stage age together. A completed follow-up is an activity, not proof of a sale.
3. Review a few stalled or lost enquiries each week. Look for missing owners, late follow-ups, unclear requirements and poor source fit.
4. Change one process at a time and compare the same filters and period definitions. Reconcile reported outcomes against the enquiry history.

Best practice: Reports use bounded datasets. Read any truncation or coverage notice before treating a report as a complete business total.

Four starter flows, installed as drafts

Troubleshooting