CRM
Goal
Find the right CRM guide for leads, the opportunity pipeline, and activities.
Who it is for
Sales clerks and managers with module crm enabled. Setup articles need crm.admin.
How CRM fits together
- Capture leads (inbound interest) → qualify → convert to a customer party (and optionally an opportunity).
- Work opportunities on the Pipeline board through tenant stages until won or lost.
- Log activities (call, meeting, email, note, task) against parties, leads, or opportunities.
- Work Conversations (
/crm/conversations,crm.view) as the omnichannel inbox: queues, search, reply, assign, close/reopen, and link a customer. Sending queues through the existing communications path; live provider delivery still depends on a qualified connection.crm.manageis required to send or assign. Failed or unknown outbound messages can be retried or reconciled withcommunication.retry. Who reads a thread follows its channel connection: an unclassified connection stays visible to every CRM user, as before; a shared inbox is visible to its bound sales team (or to everyone when no team is bound) pluscrm.admin; a personal connection is visible to its owner, whoever the thread is assigned to, the owner's team managers when allowed,crm.view_all, andcrm.admin. A linked lead, deal, customer, or ticket you cannot open appears as a locked link with no details, and linking a thread to a record requires access to that record. - A won opportunity with line items can Convert to quote (
crm.convert) into a draft sales quote.
Open the module
CRM shell → Daily selling: Sales workspace (/sales-workspace, the CRM home — not My Work; /work-hub redirects here), Conversations, Leads, Pipeline, Activities, Contacts. Manager: Forecast and Reports. Setup stays in CRM administration (crm.admin).
With consent.view, the CRM dashboard includes Email unsubscribes: who opted out of CRM mail and when. The From/To dates filter that list. Further CRM mail to those addresses is blocked.