CRM settings
Overview
This holds the master data from which the whole CRM draws its selectable values. The tabs: Pipelines & stages, Lead statuses, Sources, Loss reasons, Deal roles, Activity types, Reminders and Intake.
This page determines the meaningfulness of your reporting more than any other. The probability on a stage governs the weighted value of every deal; the loss reasons govern whether Funnel & analysis has anything to show.
Core tasks
Maintain pipelines and stages. Choose a pipeline on the left, edit its stages on the right. There are two kinds:
| Kind | For what |
|---|---|
| Lead pipeline | working unqualified opportunities |
| Deal pipeline | the path of a sales opportunity to close |
The kind cannot be changed after creation. Choose it deliberately; a wrongly created pipeline is replaced, not converted.
Set up stages. Every stage carries a name, type, probability in percent, category, status key and colour; the order is set with arrow buttons.
Two fields deserve particular attention:
- The probability is not cosmetic — it produces the weighted pipeline value. If every stage sits
at similar values, the weighting is worthless.
- A lead stage's status key carries the lifecycle (
qualified, for instance) and governs whether
a lead is convertible and which automations take effect. The category — open, active, done, cancelled — groups the steps for reporting.
Maintain lead statuses. The possible states of a lead. Lead pipeline stages map onto these values through the status key — the two lists belong together.
Maintain sources. Where a lead came from. Keep the list short: twenty sources of which eighteen occur once each are not an analysis.
Maintain loss reasons. Selectable when a deal is marked as lost. The same applies here: few, clearly distinct reasons beat many fine ones.
Maintain deal roles. The roles of the people involved in a deal — decision maker, economic buyer, champion, influencer, technical evaluator, end user and blocker come preset. One person can hold several roles on a deal. The category says which side the role is on: decides, influences, uses/evaluates or slows down. A role that is still assigned cannot be deleted — switch it to inactive instead.
Maintain activity types. The types an activity can have. Note, task, call, meeting and email come preset; create your own types such as "trade fair contact" or "site visit" here — they are immediately selectable in the activity list and on the deal. Two properties control the behaviour:
- Timed — the type blocks time: it carries a duration, appears in the busy time of the booking
page and gets an automatic reminder before it starts.
- Customer-facing — the type counts as a touchpoint in contact frequency and the customer history.
A type that is still attached to activities cannot be deleted — switch it to inactive; existing activities keep their type, it is just no longer offered.
Control how new leads come in. The Intake tab sets what happens to new leads automatically:
- Enrich new leads automatically — fills empty fields from the email's company domain and a
matching existing customer; with AI switched on, also company, industry and website. Off means: on demand only, in the lead view.
- WhatsApp or SMS first contact from an unknown number — Ticket (as before), *Lead instead of
ticket* or Lead and ticket. Applies only if the number belongs to no contact and no ticket runs from it; the lead carries the number, the source WhatsApp or SMS and the message in its history. Further rules are automations on Lead created.
Fields in detail
The What it does column answers what changes in the system — not what the field is called. The grey name behind the label is the API field: the same thing runs under that name through automation, import and AI tools.
Pipeline
| Field | Required | Values / format | What it does |
|---|---|---|---|
Name name | yes | text, max. 255 characters | What the pipeline is called in selection, board and report. |
Pipeline type type | yes | lead or deal | What the pipeline is for. Not changeable after creation — a switch would leave every record on it homeless. |
Default isDefault | no | yes/no | This pipeline is proposed when no other is chosen. There is exactly one default per type; the mark moves rather than duplicating. |
Active active | no | yes/no | Off means no new assignments. Existing records stay where they are — which is why switching off is the gentle route instead of deleting. |
Brand brandId | no | one of your brands | Limits the pipeline to one brand. Empty means selectable for all. |
Stages stages | no | list of stages | The path through the pipeline — see below. Without a stage nothing can be filed. |
Stages of a pipeline
| Field | Values / format | What it does |
|---|---|---|
| Name | text | Label of the stage in list and board column. |
| Type | open, won, lost | Decides how reporting counts. Only won counts towards revenue, only lost towards the loss rate; everything else is open pipeline. |
| Category | on lead pipelines: new, working, qualified, nurture, archived, converted | The status a lead carries on this stage. The list changes status through it: if the pipeline has no stage with the wanted category, the system says "Not moved". |
| Prob. % | 0–100 | Default probability. A deal moving onto this stage adopts it — that keeps the forecast realistic without anyone maintaining it by hand. |
| Colour | colour value | Colour of the stage in list and board. |
| Order | number | Position on the path. Determines the column order of the board and the direction of the funnel. |
Sources, lost reasons, deal roles and activity types
All four are master data and carry the same base fields; activity types have two properties of their own (last two rows).
| Field | Required | Values / format | What it does |
|---|---|---|---|
Key key | yes | short, stable text | The technical identifier automation, import and reporting address the entry by. Do not change it once records hang on it — change the label instead. |
Label label | yes | text | What the user sees. Freely changeable without touching existing records. |
Category category | no | for sources: inbound, outbound, referral, marketing · for lost reasons: price, timing, competitor, no fit, no response · for deal roles: decides, influences, uses/evaluates, slows down | The reporting group. Only through it can "we lose on price" be told apart from "we lose to inertia". |
Colour color | no | colour value | Colour of the marker in lists and charts. |
Order sortOrder | no | number | Position in the selection. What is chosen often belongs at the top. |
Default isDefault | no | yes/no | Pre-selected when nothing is chosen. |
Active active | no | yes/no | Off means no longer selectable; existing records keep the entry. The right route for a value that has served its time. |
Timed timed | no | yes/no (activity types only) | The type blocks time: duration, calendar mirroring, booking-page busy time and an automatic reminder before it starts. |
Customer-facing customerFacing | no | yes/no (activity types only) | The type counts as a touchpoint in contact frequency and customer history; off means an internal note. |
Settings & permissions
- Module
module.crm. crm.config.managefor the catalogues,crm.pipeline.configurefor pipelines and stages,
platform.settings.manage for the Reminders and Intake tabs (system settings).
- The status key is permanent — it is attached to existing leads and to automations. The label
can change at any time.
- Inactive pipelines are marked and are no longer offered.
FAQ & troubleshooting
The weighted value looks too high. Check the stage probabilities. Early steps at 50 % produce a pipeline that does not exist.
A lead cannot be converted. Its stage's status key carries the lifecycle. Without the right key the lead does not count as qualified.
The pipeline kind was chosen wrongly. It cannot be changed. Create a new one and deactivate the old.
A loss reason is missing when marking a deal as lost. Add it here in the Loss reasons tab.
A custom activity type is missing from the selection. Check in the Activity types tab that it is active — inactive types are no longer offered.