CRM Configuration

Overview

CRM Configuration lets you tailor the CRM to your team's workflow — from deal pipelines and lead statuses to custom tabs and dashboard widgets. Changes here apply across the entire organization.

Open CRM Admin and scroll to the CRM Configuration section, or type into the Search settings… box at the top of the page to filter the cards by name. Clicking a card slides up a panel over the card grid; close it with the X in the panel header, or with Back to CRM Admin where that link is shown.

Opening a panel also adds ?panel=… to the address bar, so you can bookmark a panel or refresh without losing your place. Browser back and forward move between panels.

Who can use these cards

Anyone with the organization role org:admin or org:owner has full read and write access to every card below. For everyone else, access is controlled per card by the permission entries listed in the table — an admin sets these per member on the Members permissions screen. Read access shows the card; write access enables the add, edit, reorder, and delete controls inside it. A member who has never had permissions assigned keeps access by default.

Pipeline Configuration

Pipelines define the stages a record moves through. Deal pipelines drive the board and stage dropdown on Deals; engagement pipelines drive the same things on Engagements. Each stage has a name, a color, and a flag that decides whether records sitting in it are counted in the pipeline totals.

Who can use it: org admins and owners, plus anyone granted the Pipeline permission. Read access shows the pipelines and stages; write access is required for New Pipeline, Add Stage, the reorder arrows, the $ toggle, and the edit and delete icons.

Add a pipeline

1. Open Pipeline Configuration.
2. Choose the Deal Pipelines or Engagement Pipelines tab. The new pipeline is created in whichever tab is selected.
3. Click New Pipeline at the bottom of the panel.
4. Enter a Pipeline Name * (for example Enterprise Sales) and click Create. Pressing Enter also saves.
5. The pipeline appears as a pill at the top of the panel and starts with no stages.

Add, edit, and reorder stages

1. Click the pipeline's pill to select it. The card below shows Stages — "Pipeline name".
2. Click Add Stage. Enter a Stage Name * (for example Proposal Sent), pick a Stage Color from the eleven swatches or set your own with the Custom color picker, then click Add Stage.
3. To change a stage, click its pencil icon, edit the name or color, and click Save.
4. Use the up and down arrows on a stage row to move it. The new order saves immediately and is the order shown on the deal or engagement board.
5. Click the $ button on a stage to include or exclude it from the pipeline total. Included deal stages show a green $ next to the name; included engagement stages show a green MRR.

Delete a stage or pipeline

1. To remove a stage, click its red trash icon. It is removed straight away — there is no confirmation prompt.
2. To remove a pipeline, click the small red x next to its pill. The x only appears when the tab has more than one pipeline; trying to remove the last one shows At least one pipeline is required.

Fields and limits

What you start with

What happens to existing records

• Deals and engagements store the pipeline and stage by name. Renaming a stage does not rewrite the records already in it — they keep the old text and stop matching any column on the board until you move them.
• Deleting a stage or pipeline hides it from the dropdowns and the board. Records that referenced it keep their saved value and are not deleted, but they will no longer line up with a visible stage.
• If you plan to rename a stage that is in use, move the records to the new stage first, or expect to re-stage them afterwards.

Lead Statuses

Lead statuses describe where a person is in your funnel. They appear as the Lead Status dropdown on a contact, as a column and filter on the Contacts grid, as an audience filter in Email Campaigns and the bulk tools, and as a condition or action in workflows on Data & Automation.

Who can use it: org admins and owners, plus anyone granted the Lead Statuses permission. Write access is required for Add Status, the reorder arrows, and the edit and delete icons.

Add, edit, reorder, delete

1. Open Lead Statuses and click Add Status at the bottom of the panel.
2. In the Add Lead Status window, type the name in Lead Status *, pick a Color, and click Add. Pressing Enter also saves.
3. To change one, click its pencil icon, edit the name or color in Edit Lead Status, and click Save.
4. Use the up and down arrows to set the order. This is the order of the dropdown everywhere it appears, and it saves immediately.
5. Click the red trash icon to remove a status. There is no confirmation prompt.

Fields and limits

Your organization starts with: New, Open, In Progress, Open Deal, Unqualified, Attempted to Contact, Connected, Bad Timing, and Unassigned.

What happens to existing records

• Contacts store the lead status as text. Renaming a status leaves every contact on the old wording, so the contact no longer matches the renamed option.
• Deleting a status removes it from the dropdowns and filters. Contacts already set to it keep the value — it simply cannot be picked again.

Dispositions

As the panel itself explains: dispositions track the outcome of each contact interaction. They appear as a dropdown on the contact profile and in the Last Disposition column on the contacts grid. Dispositions also drive the Disposition Changed workflow trigger and the Check Disposition and Set Dispositionworkflow nodes on Data & Automation.

Who can use it: org admins and owners, plus anyone granted the Dispositions permission. Write access is required for Add Disposition, the reorder arrows, and the edit and delete icons.

Add, edit, reorder, delete

1. Open Dispositions and click Add Disposition at the bottom of the panel.
2. In Add Disposition, type the name in Disposition *, choose a Color, and click Add.
3. Click a row's pencil icon to open Edit Disposition, change the name or color, and click Save.
4. Use the arrows to reorder; the order is saved immediately and controls the dropdown order.
5. Click the red trash icon to remove one. There is no confirmation prompt.

Fields and limits

Your organization starts with: Voicemail-1, Voicemail-2, No Answer After Voicemail, No Answer-1, No Answer-2, No Answer-3, Emailed Information, Slight Interest, Scheduled, Bad Timing, Not Interested, and Bad Number.

What happens to existing records

The disposition is stored on the contact as text, so renaming one leaves past interactions labelled with the old wording, and deleting one only removes it from the dropdown — the value already saved on a contact stays visible.

Contact Sources

Sources record where a contact came from. They fill the Source field on a contact, the Source column and filter on Contacts, the Default Source step of Import Contacts, the audience filters in Email Campaigns, and the Check Source workflow node.

Who can use it: org admins and owners, plus anyone granted the Contact Sources permission.

Add, edit, reorder, delete

1. Open Contact Sources and click Add Source at the bottom of the panel.
2. Type the name in Source * and click Add.
3. Click a row's pencil icon to rename it, then click Save.
4. Use the arrows to reorder. This sets the order of the Source dropdown.
5. Click the red trash icon to remove one. There is no confirmation prompt.

Fields and limits

Your organization starts with: Website, Google, Referral, LinkedIn, Cold Call, Email Campaign, Event, and Other. Sources have no color — the list shows the name only.

What happens to existing records

Contacts keep the source as text. Renaming a source does not update the contacts already tagged with it, and deleting a source only removes it from the dropdown and the filter lists.

Industries

Industries fill the Industry field on a company profile and the Industry column and filter on the Companies grid. They are also offered as a filter value when you build dashboard widgets.

Who can use it: org admins and owners, plus anyone granted the Industries permission.

Add, edit, reorder, delete

1. Open Industries and click Add Industry at the bottom of the panel.
2. Type the name in Industry * and click Add.
3. Click a row's pencil icon to rename it, then click Save.
4. Use the arrows to reorder the dropdown.
5. Click the red trash icon to remove one. There is no confirmation prompt.

Fields and limits

Your organization starts with: Technology, Healthcare, Finance, Education, Retail, Manufacturing, Real Estate, Legal, Marketing, Consulting, and Other.

What happens to existing records

Companies store the industry as text, so a rename leaves existing companies on the old wording and a delete only removes the option from the dropdown. Nothing on the company record is cleared.

Email Templates

Email templates appear as quick-fill buttons in the compose email window on contact profiles, and can be loaded into an email campaign. The full guide to writing a template — the rich editor, HTML mode, preview, merge tags, and attachments — lives on the Email Templates page. This card is where you manage the org-wide list.

Who can use it: org admins and owners, plus anyone granted the Email Templates permission.

Manage the list

1. Click New Template at the bottom of the panel to open New Email Template, or click a row's pencil icon to open Edit Template.
2. Fill in Template Name *, Subject Line *, and Body *, pick an icon, and save. All three are required.
3. Use the up and down arrows to change the order the quick-fill buttons appear in.
4. If the list is completely empty, a Load Defaults button appears in the panel header and adds three starter templates: Thank You for Call, Tried Calling You, and Follow Up.
5. Click the red trash icon to delete. A confirmation window titled Delete Email Template names the template and warns: This action can't be undone. The template will be removed from the compose-email quick-fill dropdown for everyone in your organization. Confirm with Delete Template.

Fields and limits

What happens to existing records

Templates are only used at the moment someone composes a message — emails already sent are untouched by a rename or a delete. Deleting a template removes its quick-fill button for everyone in the organization and cannot be undone.

SMS Templates

As the panel explains: SMS templates are plain text and can be selected in the Send SMS workflow action. They are not used anywhere else — there is no quick-fill for manual texting — so an SMS template only does something once a workflow on Data & Automation points at it.

Who can use it: org admins and owners, and any member who can open CRM Configuration. There is no separate SMS Templates permission entry, so access cannot be granted or revoked for this card on its own.

Add, edit, reorder, delete

1. Open SMS Templates and click New SMS Template at the bottom of the panel.
2. Enter a Template Name * (for example Appointment Reminder) and pick an Icon.
3. Write the Message *. A live counter above the box shows the character count and how many SMS segments it will use.
4. Click Create. The button stays disabled until both the name and the message have content. Use the pencil icon and Save to change a template later.
5. Use the up and down arrows to reorder the list.
6. Click the red trash icon to delete. A window titled Delete SMS Template names the template and warns: This action can't be undone. Workflows using this template will fall back to their inline message. Confirm with Delete Template.

Fields and limits

Merge tags

The hint under the Message box lists the four most common tags, but the workflow engine fills in all of these when it sends:

A tag with no value is replaced with nothing, so the sentence around it still has to read correctly when the field is empty.

Using a template in a workflow

1. Open Data & Automation → Workflows and add a Send SMS action.
2. Pick your template from the SMS Template dropdown. Choosing one copies its text into the Message box below; choosing Custom (no template) leaves whatever text is there as a one-off message.
3. Choose the From Phone Number the text is sent from.
4. Choose To — Phone (Primary), Phone 2, or Phone 3. If the contact has no number in that slot, the action fails for that contact.

What happens to existing records

• Editing a template updates every future workflow run that points at it, even though the workflow node still shows the copy that was made when you picked it. The live template text always wins at send time.
• Deleting a template makes each workflow fall back to the text sitting in its own Message box. If that box is empty, the Send SMS step fails with No SMS message configured.

Custom Tabs

A custom tab adds an extra tab to the contact, company, deal, or engagement window, with your own fields inside it. Use it to group information that does not fit the standard record — qualification questions, shipping details, preferences. The list shows every tab you have created across all four record types.

Who can use it: org admins and owners, plus anyone granted the Custom Tabs permission. Write access is required to open a tab for editing and to delete one.

Create a tab

1. Open Custom Tabs and click New Tab at the bottom of the panel.
2. Under Apply To *, choose Contact, Company, Deal, or Engagement. This cannot sensibly be changed later without stranding the values already saved.
3. Enter a Tab Name * (for example Qualifications, Preferences, Shipping) and pick an Icon.
4. Click Add Field for each field you want on the tab and fill it in — see the field table below.
5. Click Create Tab. The tab now appears on every record of that type.

Edit, reorder fields, delete

1. Click a tab's row to open Edit Tab, make your changes, and click Save Changes.
2. Inside the editor, use the chevron up and chevron down buttons on a field card to move it, and the trash button to remove it. The fields render on the record in this order.
3. To remove a whole tab, click the red trash icon on its row. A window titled Delete Custom Tab asks Delete this custom tab? and warns This will permanently remove the tab and all saved field values for every record. Confirm with Delete Tab.

Tab settings

Field settings inside a tab

The option email is explained in the editor: enter an email next to an option to notify that address whenever this option is selected on a record. It uses your organization's SMTP settings from Team Settings → Email Settings, and only fires when the value actually changes to that option.

What happens to existing records

• Renaming the tab is safe — the values already entered stay attached and keep showing.
• Renaming a field inside a tab is not. The values users have already typed are stored against the old field name, so they stop appearing under the new one. Add a new field instead of renaming a field that is already in use.
• Deleting the tab is permanent. It removes the tab, every field on it, and every value that has been saved on every record — including any Custom Field you attached to that tab. This cannot be undone.

Custom Fields

Custom Fields creates a single field on contacts, companies, deals, or engagements. A field can sit directly in the record's main section, or you can attach it to one of your Custom Tabs — it does not need a tab at all. This is the screen to use when you want one extra box on a record rather than a whole new tab.

Who can use it: org admins and owners, plus anyone granted the Custom Tabs permission — Custom Fields shares that entry and has none of its own.

Create a field

1. Open Custom Fields and choose the record type with the pills at the top: Contact, Company, Deal, or Engagement. The list below only shows fields for the selected type.
2. Click New Field at the bottom of the panel.
3. Enter a Field Name * (for example Budget, Region, Preferred Contact Method) and pick a Type.
4. Set Required and Unique if you need them, choose a Width or tick Full row, and fill in whatever extra boxes the type reveals.
5. Choose where it renders under Tab — Main section (no tab) or one of the custom tabs for that record type.
6. Click Create Field. Use a row's pencil icon and Save Changes to edit it later.

Fields render in the order they were created. There is no reorder control on this screen; to control position, put the fields on a custom tab, where they can be reordered with the chevron buttons.

Delete a field

1. Click the red trash icon on the field's row.
2. The Delete Custom Field window asks Remove this custom field? and explains: It stops showing on forms/grids but saved values are kept — you can restore it later from the database if needed. Confirm with Remove Field.

Field settings

Field types

Calculated fields

Reference another field on the same record by wrapping its name in braces, as in {Seat Count} * {Hourly Rate}. A formula may contain field references, numbers, a decimal point, +, -, *, /, and parentheses — nothing else. Percentages, exponents, functions, and text are not supported.

• If any referenced field is empty or not a number, the calculated field shows --.
• The result is formatted as currency when the field name contains revenue, amount, price, cost, total, rate, fee, salary, or budget. Otherwise it is shown as a plain number with up to two decimals.
• The formula is not checked when you save it. A typo or a misspelled field name simply shows -- on every record, so test it on a real record after creating it.

Relation fields

A relation field stores the id of the related record. The form itself says so: Stores the related record's id. No search picker yet — enter the id directly when filling out the field. On the record the box is labelled with your field name followed by the record type in brackets, with the placeholder Record id. Until a search picker is added, whoever fills the field has to know the numeric id of the record they are linking to.

What happens to existing records

• Renaming a custom field changes the label people see and keeps every value already entered.
• Moving a field between the main section and a tab, or between tabs, keeps its values.
• Removing a field hides it from forms and grids but keeps the saved values in the database. There is no way to bring it back from the admin screen.
• Deleting the tab a field is attached to is different — that permanently removes the field and all of its values. Move the field to the main section first if you want to keep it.

Dashboard Widgets

As the panel explains: create dashboard widgets that all team members can add to their CRM dashboard. Widgets can show text notes, KPI metrics, data lists, or visual charts from contacts, companies, deals, tickets, and engagements. Everything you create here is organization-wide.

Who can use it: org admins and owners, plus anyone granted the Dashboard Widgets permission. Write access is required for the New Widget button.

Create a widget

1. Open Dashboard Widgets and click New Widget at the bottom of the panel.
2. Enter a Widget Title * (for example Open Deals This Month) and pick an Icon.
3. Choose a Widget Type *: Text Note, KPI Metric, Data List, or Chart.
4. Fill in the settings that type reveals — see the tables below.
5. Optionally click Add Filter to narrow the records. Each filter is a field, an operator (Equals, Not Equals, Contains, Greater Than, Less Than), and a value. With no filters the widget looks at all records.
6. Click Create. Use a row's pencil icon and Save to change a widget later.

Create a widget with the AI assistant

1. In the AI Widget Creator box at the top of the panel, describe the widget in plain English, or click one of the suggested chips such as Pie chart of deals by stage to fill the box.
2. Click Create (or press Enter).
3. The widget is built and saved straight away — there is no preview step. Open it with the pencil icon afterwards to check the data source, filters, and title.

Settings by widget type

Options and limits

How team members get the widget

• A new widget appears on everyone's CRM dashboard automatically — nobody has to add it.
• On the dashboard, Add Content lists your widgets under Organization Widgets, each marked Admin Widget, with a toggle to show or hide it for that person only.
• Each person can drag their cards into whatever order they like, and use a card's menu to Rename it or Remove from Dashboard. Both choices are personal and do not affect anyone else.
• Members only see their own records in data widgets — contacts, deals, tickets, and engagements are limited to the ones they own. Companies are not limited this way.

Rename and delete

• Renaming a widget updates the title for everyone — except for anyone who renamed that card on their own dashboard. Their personal name wins from then on.
• Changing a widget's type, data source, or filters takes effect for everyone immediately.
• Deleting asks Delete this dashboard widget? Users who have it on their dashboard will no longer see it. Confirm and the card disappears from every dashboard. There is no reorder control here — widgets are listed in the order they were created.

Custom Objects

Custom objects are whole new record types with their own fields, list page, and reports — for anything the standard contact, company, deal, and engagement records do not cover, such as Properties, Assets, or Claims. The panel describes them as custom objects and entities that handle different logic and store any type of data.

Who can use it: org admins and owners, plus anyone granted the Custom Objects permission, in an organization where the feature is enabled.

Create an object

1. Open Custom Objects and click Add Custom Object.
2. Fill in Name, Singular Label, and Plural Label. Typing the name fills the two labels in for you — check the plural, because it is simply the name with an s added.
3. Click Save. The object editor opens with seven tabs: General, Object Fields, Tabs Configuration, Table Columns, Search Bar, Populate Data, and Report Configuration.

Add fields and lay out the form

1. On Object Fields, click New Field.
2. Pick a Field Type, then on the Information step fill in Name of the field, an optional Custom label and Placeholder, and tick Is Required or Is Unique if needed. The right-hand Preview shows how the field will look.
3. Number, Dropdown List, Radio Button, Relation, Text Area, and Auto Number fields each reveal their own extra settings — minimum and maximum, the list of options, the entity to relate to, the number of rows, or the prefix, suffix, padding, and date format of the generated number.
4. Use the Form Builder on the right to drag fields into position, and tick Use the entire row on a field that needs the full width. Click Save form.
5. On General, set the Display Format that controls how a single record is labelled in lists — wrap each field in braces, as in {First Name} {Last Name}. Add at least one field before setting this.

Finish the setup

1. Tabs Configuration — optionally pick one Dropdown List or Radio Button field whose options become tabs above the record table. Choose None (no tabs) to turn this off.
2. Table Columns — choose which fields appear as columns and in what order. Left alone, the first seven fields are used.
3. Search Bar — choose the fields the page search box should match on. Dropdown, radio, and relation fields are handled by the column filters instead and are not listed.
4. Populate Data — add records one at a time with New Record, or bulk-load them under Import from CSV. Column names must match the object's field names; use Download Template to get the right header row. Relation fields are not supported in CSV imports.
5. Report Configuration — build reports over the object as Table, Bar, Line, Pie, or KPI.

Settings and limits

What happens to existing records

• Renaming a field is safe — the values on existing records stay attached.
• Removing a field hides it and its values without deleting them.
• Deleting an object hides it and its records rather than erasing them, but there is no confirmation prompt and no way to restore it from the admin screen — one click on the trash icon is enough.
• Renaming an object changes its page address and the identifier its per-member access is granted against. Existing links stop working, and members who had been given access to the object may lose it until an admin grants it again under the new name.

Custom Labels

As the panel explains: rename the Contact and Company objects for your organization. This only changes what your team sees — it does not affect other organizations. A medical practice can call companies Clinics, a property manager can call them Buildings, and the menu, page titles, buttons, and form labels follow.

Who can use it: only org admins and owners can save a change here. Anyone granted the Custom Labelspermission can open the card and read the current labels, but saving is refused for anyone below admin.

Rename Contact or Company

1. Open Custom Labels. There is one card for Contact and one for Company.
2. Type the new wording into Singular label and Plural label. The boxes show the current defaults as grey placeholder text.
3. Click Save on that card. Each card saves on its own.
4. To go back, click Reset to default — this fills the boxes with the original wording but does not save on its own. Click Save afterwards.

Fields and limits

Only Contact and Company can be renamed. Deal and Engagement always keep their own names.

Where the new wording shows up

• The navigation menu entries for Contacts and Companies.
• The Contacts and Companies page headings, and the contact and company windows.
• The company picker and Add company window used from a contact.
• The Deals page and the new-deal form.
• Workflow lists and the workflow builder on Data & Automation.
• The record-type pills on Custom Tabs and Custom Fields, and the relation-field picker on Custom Objects.

What happens to existing records

Nothing — a label is only wording. No contact or company data is changed, no field is renamed, and reports and exports are unaffected.