Customer workflows and follow-ups
Use CRM → Work for daily follow-ups. Choose a specialist module under All CRM modules when you need a specific process. If a module is missing, ask a CRM manager whether it is configured and whether you have access.
Start from the customer when possible: open More → Next steps to create available linked work with the customer already selected. Use the module list when you need to review work across customers. Manage CRM is required to create or change customer work.
In a customer's More → Work view, each related-record category shows Load more when another page is available. Load additional relationships, promises, goals, reviews, handoffs, entitlements, or signals independently. Agent history has its own Load more control. If a request fails, retry beside that category; the records already displayed remain available. A count ending in + in Next steps means more records are available in the customer's Work view.
The small progress indicator below the customer name becomes the nearest next action or Add follow-up as soon as the customer summary is ready.
Choose the right kind of work
| You want to… | Use… |
|---|---|
| Record what was discussed | An Interaction or internal note |
| Follow through on a promise | A Commitment (Promise) |
| Measure a result for a customer | An Outcome (Customer goal) |
| Answer a customer request | A Ticket |
| Transfer responsibility | A Handoff |
| Offer a defined customer process | A Service, with an Entitlement when required |
| Review the relationship and agree next steps | A Relationship Review (Customer check-in) |
Track commitments
Open CRM → Commitments to record a promise between a Person, Organization, Record, workspace member, team, workspace, or named external party. Set the owner, related customer, source Interaction or Ticket, due date, configurable status, visibility, linked task, project, or document, dependencies, and risk state. Use the entity and workspace-work pickers to select these links by name; their internal IDs are stored automatically.
The workspace list shows the related customer on every Commitment, Outcome, Interaction, Handoff, and Signal so cross-customer work remains understandable. Operational CRM lists use the same compact row: customer identity first, followed by the work title, a short explanation, and badges for status, owner, date, progress, or risk when those values apply. Use the prominent row action for the normal next step, or select the row to reveal supporting details. Expand a Commitment to see its parties, due date, linked work, and completion evidence. Members with Manage CRM can edit it, mark it completed, attach completion evidence, or archive it. Moving a Commitment into an at-risk or blocked state is reflected in Signals and can trigger Automations without provider polling.
Review interactions
Open CRM → Interactions to review calls, meetings, messages, notes, and other customer contact across the workspace. Members with Manage CRM can create or edit an Interaction with multiple People, Organizations, or Records; its occurrence time, direction, source, visibility, details, attachments, and linked tasks, Tickets, and Events.
Expand an Interaction to inspect all links and its optional managed external reference. Participant names are resolved from the current CRM records. When working from one entity, use Add interaction directly above its timeline for the faster single-participant flow. The form expands inside the customer story and returns to the refreshed timeline after saving. On an entity's Activity tab, choose Open on an interaction entry to jump directly to that Interaction.
Manage outcomes
Open CRM → Outcomes to define a desired result for one or more People, Organizations, or Records. Outcomes can have internal and external owners, a typed baseline and target, metric, progress percentage, due date, configurable status, linked tasks, projects, and Records, evidence, and a review cadence.
Expand an Outcome to inspect its progress, measurement, upcoming review, evidence, and linked work. Members with Manage CRM can update progress, schedule the next review, publish the Outcome through configured portals, mark it completed, or archive it. Outcome changes remain available to health models, Relationship Reviews, Automations, reports, and permitted virtual coworkers.
Handle customer requests as Tickets
Use Tickets for feedback, complaints, questions, service needs, and other customer requests. Tickets already provide intake, assignment, status, priorities, linked tasks, public forms, email replies, and customer-portal access. Link the Ticket to the customer so it appears in the connected customer workflow without maintaining a second request record. You can also link Organizations and custom Records in the Ticket details. The Ticket then appears in every connected customer's activity, and Open takes you directly between the Ticket and the primary customer profile. Urgent, unassigned, or SLA-risk Tickets are included in CRM Work and My Day automatically.
Build reusable segments
Open CRM → Segments to create a reusable group of People, Organizations, or one configured Record Type. Static Segments contain explicitly selected CRM entities. Dynamic Segments use configured conditions to keep membership up to date.
Expand a Segment to inspect current membership. Members with Manage CRM can add or remove static members with the shared CRM picker. Entity scope and mode cannot change after creation because views, Automations, Playbooks, reports, portals, and virtual coworkers may depend on their meaning. Archive a Segment to stop membership resolution while retaining its definition and history.
Triage signals
Open CRM → Signals to inspect or create events that may require work, such as a form submission, missed appointment, escalated Ticket, provider webhook, at-risk Commitment, or any workspace-defined event. Each Signal records its type, occurrence time, affected CRM entities, source, severity, summary, JSON payload, and triage status.
Use Acknowledged, Dismissed, or Resolved to make handling explicit. Provider-derived Signals may retain a managed connection, object type, and external object ID for provenance; credentials and raw sensitive payloads are never shown. Signals appear on affected timelines and can trigger Automations. Manual Signals need a type, summary, affected customer, and source. Advanced provider data stays optional; invalid fields are identified where they occur.
Record communication consent
Open a Person and select Communication consent to record evidence for a channel and marketing, transactional, all, or custom purpose. Store the consent state and timestamp, source, withdrawal timestamp, notes or evidence, external provider, and source list or audience. An allowed state requires a recorded consent time; a withdrawal resolves conservatively to denied.
Use Check contactability before preparing communication. Bnder evaluates all applicable evidence and returns allowed, denied, or unknown, using the most restrictive known state. An email address, purchase, imported contact, or CRM membership never implies marketing consent.
Manage customer handoffs
Open CRM → Handoffs to transfer customer responsibility with a reusable Handoff Template. Add the receiving owner, related customers, stakeholders, risks, missing information, and linked outcomes, commitments, tasks, tickets, documents, or next events. Complete checklist items as evidence is gathered. Customer owners and linked work are selected by name, while risks and missing information are entered as one guided item per line. When a Handoff is pending, accept it or reject it with a reason; the decision and later changes remain in CRM audit history. Required fields are marked with an asterisk. If saving fails, the explanation remains above the form and your draft stays intact so you can correct it and retry.
Configure requestable services
Open CRM → Services to define consultations, support requests, repairs, bookings, document requests, or another workspace-specific process. Choose the eligible CRM entity types, intake Form, required fields, routing owner or team, response and resolution targets, approval policy, linked Playbook, portal availability, optional price reference, and whether an Entitlement is required. Archiving removes a Service from new use without deleting its history.
Grant and track entitlements
Open CRM → Entitlements to grant a Person or Organization one or more Services. Optionally set a quota, validity period, allowed channels from the Portal, Email, Discord, and Slack picker, response expectation, restrictions, an optional contract reference, or an external subscription reference. Validity uses dates rather than technical timestamps. Expand a grant to review its append-only usage history or record new usage with its Service, quantity, occurrence time, source, optional work reference, and note. Archive expired grants instead of deleting their history. Editing a grant preserves usage recorded while the editor was open. Its quota cannot be lower than recorded usage, and a grant with usage cannot be moved to another customer. If a save is rejected after new usage, refresh the grant and adjust the quota or create a separate grant for the other customer.
Coordinate customer impact
Open CRM → Customer impact to connect an existing issue, project, Ticket, task, incident, event, or custom Bnder work item to affected People, Organizations, and Records. Mark important customers, include affected Segments, and track communication tasks, update documents, portal Pages, follow-up tasks, status, severity, and the post-incident review. Important customers must also be included in the affected-customer list. Choose linked tasks and documents through workspace search and Pages by name; internal IDs are never required.
Turn meetings into confirmed work
Open CRM → Meeting execution to create a proposal linked to a source Interaction, calendar Event, or Document and the related customers. Capture the meeting summary, decisions, and structured proposals for Commitments, tasks, risks, requests, next steps, relationship updates, or custom work. Source work is selected with workspace search. Proposal IDs are generated automatically, and optional proposal details are added as named fields instead of raw JSON. Critical proposals require approval or rejection before created work can be recorded. Only members with Manage CRM Schema can enable trusted meeting automation; the server records every decision and resulting work reference.
Run relationship reviews
Open CRM → Relationship Reviews to create a review from a Template or a custom set of sections. Choose the reviewed Person, Organization, or Record; period; saved source Views; section data; and supporting Outcomes, Commitments, tasks, Tickets, Interactions, health results, and Signals. Required sections appear directly in the form. Give each section a different name and enter its content as ordinary text. Supporting work and CRM links use searchable selectors instead of internal IDs; optional context stays under More. If something is missing or invalid, Save identifies the field and moves you to it. A failed save keeps your draft and displays the error there. Move the review through draft, internal review, portal publication, and closure. Publishing requires an allowed Page, and Templates may require next-action tasks before closing; that task selector appears in the main form when needed. Closed reviews remain read only.