CRM Setup
CRM Setup collects the configuration records the workspace runs on, so a CRM manager can set the platform up without needing a billing backend login. It sits in the Settings group of the menu.
Each entry either opens the record list directly in the workspace, or opens the workspace’s own page for it where one exists.
What you need: access to CRM Setup, plus the permission for each record type. Most of these answer to the CRM Configuration settings permission; a few have their own.
| Setting | What it controls |
|---|---|
| Deal Pipelines | Sales pipelines and their default-selection rules |
| Deal Stages | Stages, probabilities, forecast categories and close outcomes |
| Deal Product Families | Product groupings used to classify opportunities |
| Deal Loss Reasons | Consistent reasons for lost and dropped deals |
| Deal Quick Actions | Reusable actions shown against deals |
| Renewal Rules | Rules that identify expiring services and prepare renewal deals |
| Packages | Reusable product bundles offered on deals |
| Stock Numbers | Memorable and premium number inventory held for sale |
| Attachment Library | Shared documents attached to proposals and confirmations, per dealer or platform-wide |
| Usage Profiles | Reusable usage assumptions for deal pricing, subject to CRM Packages permission and Usage Pricing access |
| Teams | Sales teams, membership and display settings |
| Sales Targets | Targets used by forecasting and team scoreboards |
Engagement
Section titled “Engagement”| Setting | What it controls |
|---|---|
| Campaigns | Campaign audiences, linked deals and correspondence sends |
| Sequences | Sales outreach sequences and how their steps run |
| Sequence Steps | Ordered emails, calls and tasks within sequences |
Credit Control
Section titled “Credit Control”| Setting | What it controls |
|---|---|
| Credit Request Reasons | Reasons offered when raising a credit, goodwill or refund request |
| Chase Pipelines | Debt-chasing pipelines, entry rules and operating windows |
| Chase Stages | Timed collection stages and their required actions |
| Late Payment Profiles | Late-payment charge and interest policies used by chasing |
| Late Payment Rates | Effective-dated interest rates assigned to late-payment profiles |
| Late Payment Bands | Effective-dated fixed-fee bands assigned to late-payment profiles |
Customer Services
Section titled “Customer Services”Open Case Categories, Canned Case Replies and Complaint Categories from CRM Setup.
Case categories control routing, default departments and response targets. Canned replies provide reusable wording. Complaint categories organise the complaints register.
These settings retain their own record permissions. Protected or historic records may be available to view without being editable or deletable.
The backend Settings menu offers an alternative route to these records.
Other settings that shape the CRM
Section titled “Other settings that shape the CRM”Several things that change how the CRM behaves are ordinary platform parameters rather than records, and are usually set per dealer:
| Setting | Effect |
|---|---|
| Enabled CRM Sections | Which sections the platform or a dealer offers at all |
| Inbound Mail Opens Cases | Unmatched customer email opens a case instead of a ticket |
| Inbound Case Address Categories | Which recipient address maps to which case category |
| Inbound Enquiry Addresses | Which addresses feed the Enquiries inbox |
| Proposal Approval Mode and its margin floor | Whether proposals need approval before sending |
| Proposal Acceptance Signature | Whether a typed signature is required, optional or off |
| Confirmation Expiry Grace Days | How long after expiry an acceptance can still be recorded |
| Finance Release Required, Finance Release Warning Hour and Finance Forced Release Hour | The Finance release gate on the daily Credit Control run |
| Finance Automatic Release Hold | Keeps automatic Finance release on hold across the platform until removed. You can still release today’s run manually |
| Chase Promise Grace Days | How long after a promised date before a promise counts as broken |
| Stock Number Reservation Nudge Days | When a stock number hold is badged stale |
| Commit Deal Idle Days and Probability Drift Percent | The forecast-integrity nudges in Deals needing attention |
| ADR Scheme Name and ADR Scheme Contact Details | Named on the ADR and deadlock letters |
| Telephone (MOTO) payments | Whether card payments over the phone are offered. Set under the Payment Cards module |
| CRM Daily Tasks Sections Required and Daily CRM Tasks Send Hour | Which sections a user’s digest covers, and when each edition goes out |
Field permissions
Section titled “Field permissions”The CRM has its own Display (CRM) and Edit (CRM) columns in Form Fields, so you can trim a record for the workspace without changing what the backend shows. Where they are not set, your normal Display and Edit settings apply. See Access and roles.
Check chasing settings
Section titled “Check chasing settings”Open a saved Chase Pipeline’s Visualisation to review the stage flow. It shows saved settings, not an invoice’s calculated schedule.
On each Chase Stage, contact execution defaults to Create for Approval. Choose Automatic only when that stage should send without operator approval.
Promise Reminder Requires Approval and Broken Promise Notice Requires Approval are on by default. These controls govern their own notices, separately from the main stage’s execution mode.
See chasing settings and the approved Finance release procedure.
Messaging and customer links
Section titled “Messaging and customer links”- Twilio setup controls the sending account, region and non-live test destinations.
- SMS settings cover optional short links and message history.
- Invoice landing pages use MyAccount settings for availability, payment/setup providers and Customer Services questions.
- Non-live email settings control the TEST whitelist.
Proposal email settings
Section titled “Proposal email settings”Under Customer Email Settings, select Proposal in Email Settings to configure proposal sender and delivery headers.
Standard proposals and reminders use Proposal settings, falling back to Letter settings where unset. A custom correspondence type uses its selected Email Settings.
A configured CRM inbound reply address takes precedence when the message carries a CRM reply or Case token. Otherwise, the normal Reply-To setting applies.
Check this routing before changing an address that receives customer replies.