CRM
CRM setup: General, Services and Call topics
The basic building blocks of the CRM: how client codes are made, whether phone numbers may repeat, the services you sell and the topics of your calls.
Other CRM setup pages have their own guides: Pipelines & lost reasons, Workflows, Products, Lead scoring, Email sync, Calendar & booking and Privacy requests.
Who can use it
Administrators with the matching setup permission. Where: CRM → CRM settings.
General
CRM → CRM settings → General ("CRM Settings") has two settings cards.
Client unique code
Controls the automatic client number used by Generate on the client form.
| Field | Meaning |
|---|---|
| Prefix | Letters before the number, for example "SS-" |
| Start Number | The first number |
| Digit Count | Total digits, padded with zeros |
| Preview | Shows an example code, for example SS-0001 |
Client phone numbers
| Setting | Meaning |
|---|---|
| Client phone numbers must be unique | When on, a client cannot be saved with a number another client in your organisation already has. Clients who already share a number keep it; the rule applies when a client is created or its numbers change |
Click Update settings to save.
Services
CRM → CRM settings → Services lists the packages and plans clients can be linked to: for example home broadband tiers, corporate contracts and add-ons. Use New service to add one. A service marked Quotation Only is sold by quote rather than at a fixed price. Services appear on leads, tickets and web forms ("Service you are interested in").
Call topics
CRM → CRM settings → Call topics is the list of reasons for a call (for example "Billing question", "New connection", "Fault"). Create one with the name; edit or delete from the row actions. Agents pick a topic when they log a call, and call reports group by it.
Example scenario
A Chattogram ISP sets client codes to "CTG-" with 5 digits and starts at 1000. The preview shows CTG-01000. It switches on Client phone numbers must be unique so a household cannot be registered twice, and adds the services "Home 10 Mbps", "Home 20 Mbps" and "Corporate 50 Mbps".
Tips and FAQ
- Set the prefix before you start creating clients; existing codes do not change.
- Cannot switch on unique numbers? Existing duplicates are left alone; the rule applies from now on.
- A service does not appear on the web form. Make sure it is active.