Where Contacts → Leads
Plan All plans
Permission Organization → Customer
Go to Contacts → Leads and click Add Lead .
Pick the Company , then type the Lead Name — the only required field.
Add the Organization , Contact Person and Email .
Pick the Source : Manual, Website, Referral, Campaign, Phone, Email, Social Media,
Walk-in or Other.
Set the Status now — New, Contacted, Qualified, Proposal, Negotiation, Won or Lost.
See the warning below.Add the Expected Value and Expected Close Date , and any Notes .
Save.
Leads work offline .
There is no edit screen for a lead . Rows are not clickable, and the form only ever
creates. Whatever status you choose when you add it is the status it keeps forever.
To move a lead along you have to delete it and add it again at the new stage, losing the
original record.
And nothing converts a lead into a customer. Marking one Won does nothing at all —
you create the customer separately under Contacts → Customers . The “converted date” and
“lost reason” fields are not even on the form.
Given that, treat Leads as a simple list of prospects. A notebook does the same job with
fewer steps.
Where Marketing & Retention → Customer Segments
Plan Professional and above
Permission Crm → Segment Note these screens sit under Marketing & Retention , which is in the Financials area of
the menu, not under Contacts.
Go to Marketing & Retention → Customer Segments and click New Segment .
Type a Name and pick a Type :
Manual — a list you curate yourselfRFM — by how recently, how often and how much they buyABC Class — by value bandCustom Filter — see the warning below
For RFM, set the RFM Recency (min) , Frequency (min) and Monetary (min) . For
ABC, pick the Class .
Leave it Active and save.
For a manual segment, open the row menu, click Members , and add customers one by one.
RFM, ABC and Custom Filter segments refresh themselves every night. Manual ones stay
exactly as you left them. The Last Refreshed column tells you when each was last worked
out.
The system supports sixteen criteria — total spent, order count, last purchase, loyalty
tier, birthday month, city and more — but the form has no fields for any of them.
Choose Custom Filter and you save an empty filter, which will match the wrong people.
Stick to RFM , ABC Class or Manual .
You cannot force a segment to recalculate, and you cannot preview who it would catch. A
change to the criteria takes effect at the next overnight run.
Where Marketing & Retention → Automation Rules
Plan Professional and above
Permission Crm → Marketing Automation
The engine behind this is real — it runs nightly, it handles consent, quiet hours and
message caps, and it genuinely sends.
But every action needs a payload — the channel, the message, the discount value — and
the form has no fields for any of it. So the server refuses to let the rule go Active,
and Toggle Status fails for every action except Publish Notification , which is itself
coded to skip because it can only reach staff, not customers.
The result: every rule you create in the app is either stuck in Draft or activates into an
action that does nothing. Making one work needs API help.
It looks like a manual trigger. It is not. It opens a form where you pick the customer and
type the outcome yourself — including choosing “Executed” — and writes that straight into
the history as a log entry.
No message is sent, no coupon is issued. The real execute endpoint exists and nothing in
the app calls it. Worse, the Run History list mixes these hand-typed rows in with genuine
ones and you cannot tell them apart.
If you need customer messaging today, use the Broadcasts screens, which do work — but
note they draw from their own separate contact lists . A customer segment cannot be
targeted by a broadcast; the two address books never meet.
Where Marketing & Retention → Surveys / NPS
Plan Professional and above
Permission Crm → Survey
Go to Marketing & Retention → Surveys / NPS and click New Survey .
Type a Title , set the Status and an Expiry (days) .
Save.
Open the row menu and click Invitations & responses to add invitations by customer.
Three pieces are missing, and together they make the feature unusable:
A survey has no questions. There is no question editor.An invitation sends nothing. Adding one records a row — no email, no link, no message.There is no page a customer can answer on , and no way to key a response in by hand. So the Responses tab and the NPS column will read zero permanently. Use a separate
survey tool and record the outcome in the customer’s notes.
