Settings → CRM (in the main Settings module) groups fifty configuration screens:
| Group | Screens |
|---|---|
| People and roles | Users (who works in CRM), CRM roles and their permissions (tick what this role may do), field permissions, departments, team roles, opportunity teams, partner roles, customer roles. |
| Sales configuration | Lead statuses, opportunity stages, opportunity settings, split types, scoring rules and criteria, forecast types, forecast targets, lead capture forms, lead assignment rules. |
| Automation and process | Workflow rules, automations, cadences, duplicate and matching rules, review processes, approval rules, and Runs and email. |
| Communication | Mail configurations and mail templates, notification templates, meeting integration, call providers, booking pages, email-to-lead. |
| Working time | Business hours, shift hours, holidays, custom calendars, fiscal years, quarters, periods, conversion rates. |
| Data and history | Imports and import history, export schedules, attachments, the recycle bin and its retention policies. |
#Workflow rules and automations
Both run on their own. When a CRM record is created, updated or deleted — from its form, a lead conversion, an owner or status change, or a deal moved or closed — every active workflow rule and automation for that kind of record whose trigger matches checks its conditions (each field operator value row, joined by its and / or) and, if they hold, runs:
- a workflow rule's actions, in order: Edit field (sets a field on the
record), Assign task (a task on the record for its owner or a named user,
due a set number of days ahead), Email (a mail template, or a subject and
body, to
instance.owner,instance.email,selfor addresses) and Notification (to the owner or named users). Its time triggers are booked to run a delay after the rule fired, or before or after a date on the record; - an automation's mail template and/or notification template. A Scheduled automation is checked every 15 minutes and sends on the day its offset from the record's date comes round — once per record and date.
#Cadences
A cadence is a sequence of follow-ups for one kind of record. When a record of that kind is created or updated and the cadence's conditions hold, it starts on the cadence's first step — once; a record already on a cadence is not started again. A step waits its delay (or runs immediately), then:
- a task or call step adds a task or a scheduled call to the record, for the step's owner or else the record's owner;
- an email step sends its mail template to its recipients, and counts as completed.
What happens next depends on how the step turned out: the activity's status (completed, cancelled, deferred …), or overdue once its due date has passed with the activity still open. The next stage's step for that outcome runs — a stage can hold one step per outcome, so a completed call and an overdue call can lead different ways. A step that is settled (completed, cancelled or deferred) with nothing after it for its outcome finishes the cadence; an open or overdue one keeps waiting, since it can still be done. Cadence steps are checked every 15 minutes. Deleting the record stops its cadence.
Templates fill in {{ field }} (also {{ instance.field }} and dotted paths
such as {{ owner.email }}) from the record. A rule that fails is undone on
its own and logged; the record is still saved. Runs and email lists every
run — when, which rule (workflow rule, automation, lead assignment, cadence
or campaign), the record, the event, what each step did, or the error — and
holds Send CRM email: rules, cadences and campaigns send
email only while it is on. It is off at first, so imported or demo records
are never mailed; while it is off an email step is logged as skipped and the
other steps still run. Email is sent from your organisation's name, branded,
with replies going to the record's owner.
It also lists the addresses campaign email skips — each with why
(unsubscribed, bounced or reported as spam) and when.
My CRM preferences (from the rail footer) switches light or dark mode — remembered on this device; applies to the whole product, not only CRM.