CRM records and linked work

Use CRM → Customers for customer details and CRM → Work for unfinished follow-ups. You need View CRM to read customer data and Manage CRM to create or change it. Linked tasks, tickets, documents, and files keep their own access rules.

Create a customer or record

Choose the kind of information you want to store:

1. Open Customers and choose People, Organizations, or a Record Type.
2. Select Create and complete the fields your workspace has configured.
3. Review any possible-duplicate warning before continuing.
4. Save and wait for confirmation. If saving fails, correct the highlighted fields or retry; your entered values remain in the editor.

Custom Records require an active Record Type. If none exists, ask someone with Manage CRM schema to configure it.

Link People and Organizations

Open a Person and choose Link organization from the available customer actions. Search for an Organization and select it. An exact match between a business email domain and an Organization domain can appear as a suggestion.

Administrators can enable automatic exact-domain matching under Workspace settings → CRM → Getting started. It ignores common personal email providers, does not replace an existing link, and does not choose between multiple matching Organizations.

If Companies to review appears above Organizations, review each legacy company suggestion: create an Organization, link an existing one, or ignore it. Creating or linking needs a configured Person–Organization relationship type. Suggestions are not linked automatically.

Read and edit customer details

Open a customer's name to see three tabs:

• Activity: add an internal note or interaction and review the customer timeline. Expand the work summary for open tasks, tickets, promises, and customer goals.
• Fields: inspect contact details, the Organization, custom fields, and system information. Search by field name or value; Show empty fields helps you find missing information.
• More: reach complete linked-work lists, relationships, connected sources, health and lifecycle, and Person consent. Available customer actions appear under Next steps.

Use Edit, or a field's pencil action where available, to change data. Calculated and provider-managed fields can remain read-only. A concurrent edit can prevent your save; review the latest record before applying your change again. Cancelling or leaving a changed form asks before discarding your draft.

Dates use your local format and time zone. In a date picker, confirm with OK; Cancel keeps the previous value. Changing the date keeps the selected time.

Work and Tools show each category as it becomes available. In More → Work, use Load more under Tasks or Tickets to see additional linked work. If one category fails, use its retry control; other categories remain available.

Keep work connected

1. Open the customer's Activity tab and choose Add interaction.
2. Choose Call, Meeting, Email, Message, or Note. Use Custom type only if your workspace needs another category.
3. Enter a short summary of the outcome and add participants, the date, or supporting details as needed.
4. Save, then use the available next-step actions to create linked follow-up work.

Choose Create task for a concrete next action. Use a Ticket for a customer request, a Promise for a commitment, or a Customer goal for an outcome. Choose customers and linked work by name in their selectors; you do not need internal IDs. Customer pickers skip archived entries when filling both initial suggestions and search results, so archived records do not hide active matches behind an empty page.

Tasks, Tickets, Projects, Documents, Files, and Events can also link to CRM customers from their own editors. A CRM link does not grant access to the linked item. See Customer workflows for promises, services, handoffs, and reviews.

Start from CRM Home

CRM Home shows customers needing attention, recently viewed customers, and suggested next actions. A customer can have several attention reasons but appears once in the priority queue. Select a customer to open their details.

Work brings promises, customer goals, and linked Tickets together. Filter by customer, owner, status, or due date. Available row actions let you complete, postpone, assign, or create a follow-up without opening the full editor. Reversible changes offer Undo. Your custom work-priority order is retained when you save and reload your CRM preferences.

Snoozing or dismissing work changes your personal inbox, not the underlying workspace record. Use the corresponding built-in view to restore it. Dismissing a CRM Home recommendation also affects only your own recommendation list.

Your unfinished customer work can appear in My Day. In User settings → CRM, choose Important, All, or Off for this CRM work feed. Important includes overdue, risky, unassigned, due-today, and missing-follow-up work.

Find and organize records

Use workspace search to find a customer across CRM. In Customers, choose the customer type and then a built-in or saved view.

• Built-in views include My customers, Needs attention, customers without recent contact, and Unassigned where applicable. Recording an interaction updates contact-based filters. Use Refresh to pick up activity recorded elsewhere. A customer can still need attention for another reason, such as having no owner or being marked at risk.
• Saved views use configured filters, sorting, fields, and layouts. A built-in filter can narrow a saved view as a removable chip. Removing the chip does not change the saved view.
• All customers clears the saved view and additional built-in filter. Standard lists also offer Show archived; saved views use their own archive criteria.
• Density switches between Compact, Full details, Table, and the saved view's original layout. Key fields controls the compact comparison; this personal choice does not change the shared view.

Home, Customers, Work, and Reports stay in the main CRM navigation. Open All CRM modules for specialist areas and star favorites. Modules you can configure remain available even before they contain data. If loading fails, use the retry action shown there.

On a phone, open CRM navigation from the hamburger menu. Filters and the primary action remain at the bottom. On larger screens, customer details can open beside the list so you keep your place.

Update several rows

In a table, select rows to assign an owner, update an editable field, archive after confirmation, or export the selection. Bulk Update needs at least one editable column.

Pasted spreadsheet cells follow the visible column order. One copied row can update every selected customer. Read the result carefully: some rows may succeed while others fail or are skipped. Check what changed before retrying. Calculated or provider-managed values remain protected.

CSV export is available on all plans with the required access. See export and merge for detailed exports and duplicate handling.

Health, lifecycle, and record management

Open More for configured health scores and lifecycles. Health explanations show the evidence and recommended action. Refresh reloads saved scores; it does not evaluate the model again. Members with Manage CRM can evaluate a model or move a lifecycle through its allowed stages.

A customer can have only one active instance of each lifecycle. If someone else starts it at the same time, refresh to see the existing instance. Complete or cancel that instance before starting the same lifecycle again; its earlier history remains available.

Use Archive when a record should leave active work but retain its history. Manage offers the available export, merge, anonymization, or deletion previews. Review affected references before applying a destructive change. A merged-away customer remains history and cannot be edited or restored.

If data or history fails to load, use Retry in the affected area. A loading error does not mean the customer has no history or the workspace has no records.