Set up your client’s sub-account with accurate company information so communications, reporting, and system logic function correctly.

Account details
Business name and legal entity name, Physical address and business phone number, Main domain (used for branding and sending identity), Primary time zone, Currency and locale.
Updating these fields in the Business Profile ensures the information automatically populates across emails, templates, automations, and compliance footers.

Global defaults
Defaults:  “From” name, Support email address, Reply-to email, Business contact number, Company address for compliance

User notifications
Configure default notification preferences for each user so they receive alerts via email, SMS, or in-app notifications for events such as assigned tasks, mentions, or call outcomes.

These settings define how the CRM handles records and protects data.

Contact handling
Decide whether duplicate contacts are allowed (important for B2B organisations where multiple contacts may share a phone number). Configure contact privacy and retention policies according to business or regulatory requirements.

Operational preferences
Confirm time zone logic for scheduling and automation. Ensure account-wide defaults are consistent with internal processes.

This stage defines the database architecture that determines how information is stored, organised, filtered, and used across the system. A properly structured CRM ensures accurate reporting, reliable automation, and scalable data management.

Core contact fields
Ensure the standard fields required for CRM operation exist and are correctly mapped. These typically include:
First name, last name, email, phone, lead source, lifecycle stage, owner, primary product or service, time zone.

Custom fields (CRM data structure)
Custom fields allow the system to capture information specific to the client’s business model rather than relying solely on default fields. These fields support segmentation, reporting, automation logic, and pipeline tracking.

Custom field creation
Create additional fields aligned with operational needs, for example: Service type, contract value, renewal date, referral source, membership tier. Only fields that serve a clear reporting, automation, or workflow purpose should be created to avoid unnecessary complexity and data clutter.

Field structure by record type: Fields should be organised according to the type of record they apply to:

● Contact fields — used for segmentation, filtering, personalisation, and automation.

● Opportunity fields — used for pipeline tracking, forecasting, qualification, and revenue reporting.

● Ticket or service fields (if applicable) — used for fulfilment tracking, support workflows, and service delivery management

Naming and data standards: To ensure long-term usability and consistency:

● Use clear, descriptive field names.

● Apply a consistent naming convention across all record types.

● Avoid duplicate or similar fields that create reporting conflicts.

● Define the purpose of each field before creating it.

Custom Objects 

For more advanced use cases, custom objects can be created to store structured data that does not naturally fit within standard objects such as contacts, companies or opportunities. These are typically used when the business needs to track repeatable or relational data sets. Custom objects can be linked directly to contact records, allowing related information to be stored in a structured format while preserving relationships between datasets. This ensures data accuracy, improves reporting capability, and supports more sophisticated automation and workflow logic.
** (Not Covered within Standard Technical Onboarding). Custom objects are covered under Bespoke Onboarding 

This stage defines the classification framework used to organise contacts, segment audiences, and trigger automation reliably. Establishing consistent standards ensures records can be filtered accurately, workflows run correctly, and reporting reflects true business status.

Tags
Create a standardised tagging structure so contacts can be categorised and filtered efficiently. Tags should follow a clear naming convention and be applied consistently across the team. A structured system should cover categories such as engagement status, product or service type, contact status, and lead source. Example formats include: Type: Lead, Status: Customer, Source: Paid Ads, Hot Lead, Prospect, VIP Customer. Consistency is essential so all users apply tags using the same logic and definitions, ensuring lists, filters, and automations remain reliable.

Lifecycle stages
Define lifecycle stages that reflect the customer journey, such as Lead, Marketing Qualified Lead, Sales Qualified Lead, Customer, and At-Risk or Churn Risk. Each stage should have clearly documented criteria that determine when a contact moves from one stage to another. This allows automation to update records accurately, gives teams immediate visibility into contact status, and ensures reporting reflects actual pipeline progression.

A well-structured tagging and lifecycle framework acts as the organisational logic layer of the CRM. When implemented correctly, it enables precise segmentation, dependable automation triggers, and clear visibility into customer movement through the pipeline.

Custom Values

Custom Values are reusable placeholders that can be inserted into emails, templates, workflows, forms, and pages. Rather than manually entering business details in multiple locations, these variables automatically populate wherever they are referenced, ensuring consistency across all communications and assets.

Configure core values, including business name, phone number, logo, support email, company address, and key URLs. Centralising this information means that if any detail changes, it only needs to be updated once in the Custom Values settings, rather than editing multiple templates or workflows individually.

If a template or snapshot has been applied, existing values should be reviewed and replaced with the client’s correct business information to ensure accuracy throughout the system.

Configure smart list views so users can quickly access the most important contact groups without manually filtering data each time. Create a set of default filtered views in the Contacts section, such as New Leads, Uncontacted Leads, Open Opportunities, Active Customers, and At-Risk or Stale Leads. These lists should be structured so team members can immediately see priority actions for the day, for example “New Leads Today” or “Follow-ups Needed.”

Each list should use consistent filtering logic based on lifecycle stage, tags, last activity date, and record owner. This ensures that results are accurate, actionable, and relevant to each user’s responsibilities.

Save standard filters as preset views and pin them for daily use so they are easily accessible to the team. This improves efficiency and reduces the risk of users working from incorrect or incomplete data.

In addition to operational views, define structured contact segments based on meaningful criteria such as customer type, lifecycle stage, demographics, engagement level, or behaviour. Clearly document the rules for each segment so that filtering, reporting, and automation all reference the same definitions.

This phase connects and configures your company’s core communication channels so calls, texts, and emails can be sent, received, tracked, and automated directly within the system. Proper configuration ensures reliable delivery, accurate activity logging, regulatory compliance, and full visibility of all customer interactions.

Phone setup
Acquire a dedicated phone number to enable inbound and outbound calling and SMS messaging. This can be a local or toll-free number, depending on your business needs. Connect the number to the built-in phone system so all calls and messages are automatically logged against contact records. Configure features such as caller ID, voicemail, forwarding, and call recording where required, ensuring that disclosure settings are enabled if recording is used.

SMS configuration and compliance
Enable two-way SMS so messages can be sent and received directly within the CRM. Where registration or verification is required by carriers or regional regulations, complete this process early, as approval can take time and messaging capabilities may be limited until it is finished. If you plan to message existing contact databases, confirm that bulk messaging permissions are enabled so campaigns, follow-ups, and notifications can be sent while maintaining conversation history on each record.

Missed-call automation
Activate automatic responses for missed calls so callers receive an instant reply if a call is not answered. Configure a default message appropriate to your business, such as confirmation that their enquiry has been received. This helps capture opportunities that might otherwise be lost and ensures all interactions are tracked automatically.

Email infrastructure
Connect your email sending method using either SMTP or a native integration and verify sending functionality. Set up a dedicated sending domain (for example, mail.yourdomain.com) and confirm ownership by adding the required DNS records. Authentication protocols such as SPF, DKIM, and DMARC should be validated to improve deliverability and protect sender reputation. Ensure both inbound and outbound emails are logged so communication history is visible within each contact record.

Email templates and compliance
Create baseline templates for common scenarios such as initial responses, follow-ups, appointment confirmations, and notifications. Templates should include dynamic personalisation fields, such as contact or company name, so messages automatically adapt to recipients. Configure a default email footer containing company details, unsubscribe links, and any legally required information for your region.

Message Templates (Snippets)

Snippets enhance customer interactions with pre-designed messages (templates). Simplify responses to frequently asked questions and streamline communication, ensuring efficient and consistent engagement with your clients or customers.

Pipelines provide a structured way to track opportunities as they move through the sales or service process. Setting these up correctly ensures visibility into deal progress, consistent handling of leads, and accurate forecasting. Each pipeline should reflect the client’s real workflow rather than a generic template so that it mirrors how opportunities are actually managed.

Pipeline structure
Create at least one primary pipeline that represents the sales journey. Typical stages might include New Lead, Contacted, Qualified, Proposal Sent, Negotiation, Won, and Lost. The stage names should match the client’s terminology and process so that teams can instantly understand deal status.

If the business has post-sale processes, a separate pipeline can be created for onboarding or fulfilment. For example, Intake, Kickoff Scheduled, Implementation, Live, and First Review. Separating sales from delivery pipelines keeps reporting clean and allows different teams to manage their own workflows without confusion.

Stage configuration
Define each stage clearly and establish rules for how opportunities move between them. Transitions can be based on actions or conditions such as lead qualification, proposal acceptance, deal value updates, or scoring thresholds. This ensures opportunities progress consistently and prevents deals from skipping required steps.

Where needed, set permissions so only relevant users or teams can move opportunities between certain stages. This protects pipeline accuracy and prevents accidental status changes.

Tasks, reminders, and automation logic
Assign default tasks or service level reminders to key stages. For example, a New Lead stage might automatically require follow-up within a specified number of hours. These rules ensure leads are handled promptly and consistently, improving response time and conversion performance.

Stages can also trigger automated actions such as task creation, notifications, or communications, allowing the pipeline to function as both a tracking tool and an operational workflow engine.

Deal data configuration
Create opportunity-specific fields that support forecasting, reporting, and qualification. Examples include opportunity type, expected revenue, close date, product or service category, and probability. These fields provide structured data for analysing pipeline performance and predicting outcomes.

Review and validation

After setup, review the pipeline visually and test it by moving sample opportunities through each stage. Confirm that stage transitions behave correctly, required data fields appear where expected, permissions are respected, and any associated tasks or automations trigger properly.

A properly configured pipeline system acts as the operational backbone of the CRM. It allows teams to monitor progress, manage workload, and forecast revenue with clarity while ensuring every opportunity follows a consistent, trackable path.

The CRM must be configured to receive data from lead sources so contacts are created automatically and tracked correctly. Even if external websites or tools are being used, the system still needs a defined intake method so it can identify where leads originate and store their details in a structured format. When possible, using built-in forms is recommended because they allow accurate tracking of lead sources and ensure data maps directly into the CRM without formatting issues.

Ensure at least one intake source is connected so new leads flow into the system automatically. This may include forms, calendar bookings, data imports, or integrations via

API or automation platforms. A standard intake form should be created or connected to capture essential fields along with any required custom fields defined in the CRM structure.

After setup, test lead creation by submitting a sample entry. Confirm that a single contact record is created with correctly mapped fields, appropriate tags, and an associated opportunity if pipeline automation is in place. This step verifies that data is entering the system cleanly and consistently.

Configure deduplication rules so the system can recognise and manage duplicate records. Typically this involves using identifiers such as email address or phone number as unique values and defining how duplicates should be handled or merged. Proper duplicate management prevents reporting errors, automation conflicts, and fragmented contact histories.

A well-configured intake process ensures that every lead enters the CRM accurately, is attributed to the correct source, and is immediately actionable by the team.

This phase prepares and imports existing data into the CRM, ensuring records are accurate, structured, and ready for ongoing use. Proper preparation prevents errors in reporting, automation, and communications, and establishes a clean foundation for future data entry.

Begin by cleaning legacy data before import. Remove obvious duplicates, standardise phone number formats, normalise status values, and align existing data with the lifecycle stages defined in the system. This ensures that imported records match the CRM structure and behave correctly in filters, pipelines, and workflows.

Import contacts in controlled batches rather than all at once. During import, map each column from the source file (such as a CSV or spreadsheet) to the correct standard or custom field in the CRM. Apply appropriate tags indicating data source and import date so records can be tracked and segmented later if needed.

After importing, perform spot checks on sample records to confirm that key data points such as owners, pipeline stages, tags, and custom fields have been assigned correctly. This helps verify that field mapping and automation logic are functioning as intended.

Run at least one full quality assurance test from start to finish. This should include creating or importing a test contact, confirming it enters the correct pipeline stage, checking that automations trigger properly, and ensuring all activity is recorded on the contact timeline.

Once imports are complete, use built-in duplicate detection or merge tools to identify and combine any remaining duplicate records. This keeps the database clean, prevents fragmented contact histories, and ensures accurate reporting.

A structured import and validation process ensures the CRM begins with reliable data, supports consistent operations, and provides trustworthy insights from day one.

With the system structure and data configuration complete, this stage focuses on automating routine processes so that leads are handled consistently, tasks are triggered automatically, and no opportunities are missed. Well-designed workflows act as the operational engine of the CRM, reducing manual work while ensuring timely follow-up and accurate record management.

Foundational workflow logic
Workflows should be built around defined triggers and actions. Triggers can include events such as a new contact being created, a form submission, a change in pipeline stage, or a specific contact behaviour. Actions may include sending emails or SMS messages, assigning tasks, updating fields, applying tags, or moving opportunities between stages. These automations ensure processes happen immediately and consistently without manual intervention.

Lead intake automation
Create a workflow that activates whenever a new lead enters the system, whether through a form, integration, or manual entry. This workflow should assign an owner (either round-robin or default), apply relevant tags, create or update an opportunity in the pipeline, and schedule an initial follow-up task. Internal notifications should also be triggered so the appropriate team member is alerted as soon as a lead is received.

Speed-to-lead notifications
Implement instant alerts to notify assigned users when a new lead is created. Notifications can be sent via email, SMS, or in-app alerts. Optionally, an automatic acknowledgement message can be sent to the lead to confirm receipt of their enquiry and improve response time.

Appointment automation
Set up workflows for appointment-related events, including confirmations, reminders, no-show follow-ups, and post-meeting messages. These workflows can also update pipeline stages automatically based on appointment outcomes, keeping deal progress accurate without manual updates.

Stage-change automation
Configure automations that trigger when an opportunity moves between stages. For example, when a deal is marked Won or Lost, the system can update lifecycle stages, apply tags, and create internal tasks. This ensures records remain accurate and teams are prompted to take the correct next action.

Lead attribution and segmentation
Create workflows that automatically populate lead source fields using form data, tracking parameters, or integration data. Additional automations can apply tags or scores based on behaviour, allowing contacts to be segmented for reporting or marketing.

Re-engagement safeguards
Add simple re-engagement workflows for inactive leads. For example, if a contact has no activity for a defined number of days, the system can create a follow-up task or send a reminder message. These safeguards prevent leads from being forgotten and help maintain pipeline momentum.

Task automation
Automated task creation should be configured wherever a follow-up or action is required, such as when a lead is assigned, a deal progresses, or a deadline approaches. This ensures team members are prompted at the right time and nothing is overlooked.

Review and activation
Once workflows are built, review each one to confirm triggers, actions, and conditions are correct. If templates or snapshots are used, check that all steps have been customised for the client’s processes before activation. After enabling workflows, test them using sample contacts to confirm they execute as expected.

A properly configured automation framework ensures consistent lead handling, faster response times, and accurate pipeline management. It acts as a safety net that keeps processes running smoothly and ensures every opportunity is tracked, followed up, and managed effectively.

This stage connects the CRM to the client’s existing business systems so data can flow automatically between platforms. Integrating external tools reduces manual work, improves accuracy, and ensures all operational data remains synchronised across systems.

Core system integrations
Link the CRM with essential platforms that exchange customer or transactional data. This may include payment gateways for tracking invoices and payments, calendar platforms for two-way availability syncing, and meeting or webinar tools for automatic event creation and scheduling. These integrations allow activities performed in external systems to be reflected directly inside the CRM.

Personal Email service connection
Connect the client’s email provider so messages can be sent and received within the system. This enables full conversation tracking, ensures emails are logged on contact records, and allows users to manage communication without switching platforms.

Operational tool integrations
Where required, integrate additional business tools such as accounting software, marketing automation platforms, reporting systems, or external CRMs. Connecting these systems ensures customer data remains consistent across the organisation and supports unified reporting and automation.

Configuration and validation
After integrations are connected, verify that data is syncing correctly between systems. Test key functions such as sending emails, creating calendar events, or recording payments to confirm that information flows accurately and appears on the correct records.

Properly configured integrations turn the CRM into a central operational hub, allowing multiple systems to work together seamlessly while maintaining a single, reliable source of truth for customer data.

This stage ensures that all team members who need access to the system are added correctly and assigned the appropriate permissions. Proper user configuration protects
sensitive data, maintains operational control, and ensures each person can access only the tools and information relevant to their role.

● User account setup
Create accounts for all staff who will use the system, such as sales representatives, customer support staff, and administrators. Assign each user a role that reflects their responsibilities, for example Admin, Standard User, or Support. Roles should be configured with suitable permissions so users can perform their tasks without accessing restricted or sensitive data.

Permissions and access control
Define role-based access levels to control what each user can view, edit, or manage. This may include limiting visibility of contact details, financial information, or system settings for users who do not require that level of access. Applying structured permissions helps maintain data security and prevents accidental changes to important records or configurations.

Security requirements
Enable two-factor authentication for all users to strengthen account security and reduce the risk of unauthorised access. This is particularly important for users with administrative permissions or access to sensitive information.

User profiles and communication settings
Complete each user’s profile with their name, contact details, and any relevant business information. Configure their email signature so outgoing messages maintain consistent branding and professional presentation.

Calendar integration and availability
Connect each user’s calendar (such as Google or Outlook) so availability can be synchronised. Set meeting hours and scheduling preferences to prevent double-bookings and ensure appointments are only booked during valid time slots. Each user must log into their account to authorise their personal calendar connection.

Properly configured users and permissions ensure the system remains secure, organised, and efficient, while giving each team member the access they need to perform their role effectively.

This stage ensures the system is configured to protect personal data, meet regulatory requirements, and maintain secure access for all users. Proper privacy and security settings reduce risk, support compliance obligations, and safeguard customer information.

Compliance configuration
Set up consent tracking so the system records when and how contacts have granted permission to be contacted. Configure privacy settings to align with applicable data protection regulations, including rules for lawful processing and communication preferences.

Data retention policies
Define how long contact data should be stored and when it should be archived or deleted. Establish automated or manual processes for removing outdated or unnecessary records so the database remains compliant and well-maintained.

Access security
Require two-factor authentication for all user logins to strengthen account protection and reduce the risk of unauthorised access. This is especially important for users with administrative permissions or access to sensitive information.

Implementing these controls ensures the platform operates securely, respects user privacy, and meets recognised data protection standards.

Calendars allow appointments to be scheduled automatically, eliminating manual coordination and ensuring bookings are recorded directly within the system. Proper configuration ensures accurate availability, prevents scheduling conflicts, and keeps all meetings linked to contact records.

Calendar setup and review
Review the default calendars included in the account and adjust them to match the client’s services and scheduling requirements. Calendars can be configured for different purposes, such as consultations, estimates, or specific service types, allowing appointments to be organised and tracked efficiently.

External calendar integration
Connect the client’s primary calendar provider, such as Google or Outlook, so availability syncs in real time. Confirm that time zone settings, working hours, buffer times between appointments, and maximum meetings per day are correctly configured. This ensures bookings reflect actual availability and prevents double-bookings.

Service calendars and resource control
Where service-based scheduling is required, configure service calendars that allow specific staff members, resources, or appointment types to be assigned to each booking. This provides greater control over scheduling logistics and ensures appointments are allocated to the correct personnel or equipment.

Appointment types
Create standard appointment categories such as Discovery Call, Demo, or Onboarding Call. Each appointment type should be linked to the CRM so bookings automatically create or update contact records and log the meeting activity.

Properly configured calendars streamline scheduling, improve customer experience, and ensure all appointments are accurately recorded, tracked, and visible within the system.

Payments and Billing Setup

This stage enables the system to process payments, generate financial documents, and manage billing workflows. Proper configuration ensures transactions are handled securely, payment records are tracked automatically, and financial processes remain consistent and efficient.

Payment gateway integration
Connect a payment provider so the system can accept online payments. Once integrated, payment links and checkout elements can be used across pages, forms, and booking flows, allowing customers to pay for services, appointments, or products directly within the platform.

Products and pricing configuration
Create product or service entries that reflect what the business sells. These can be configured as one-time purchases or recurring billing items depending on the business model. Structured product setup ensures payments, reporting, and automations all reference consistent pricing data.

Proposals and documents
Set up a proposal or estimate template to standardise how pricing and service agreements are presented. Using templates reduces manual work, improves consistency, and ensures all proposals follow a professional format. The built-in document and contract tools can also be used to create, manage, and store agreements within the system.

Invoice templates
Create an invoice template for common services or projects so billing can be generated quickly and consistently. Templates can be configured for single-use invoices or recurring billing arrangements, depending on whether the work is one-off or ongoing.

A properly configured payment and billing system streamlines transactions, reduces administrative workload, and ensures that financial processes are structured, trackable, and scalable.

This stage ensures the system provides clear visibility into performance, activity, and pipeline health so results can be measured accurately over time. Proper reporting configuration allows the business to monitor progress, identify opportunities for improvement, and make informed decisions based on real data.

Key metrics and reporting structure
Define the key performance indicators that will be tracked within the CRM. Common examples include sales conversion rate, lead response time, pipeline value, stage conversion rates, and team activity levels. These metrics form the foundation of reporting and should align with the client’s commercial goals and operational processes.

Custom reports
Create reports that measure performance across different areas of the system. Typical reports may include pipeline progression, deal movement between stages, lead source performance, and user activity. Structured reporting ensures data can be analysed consistently and compared over time.

Dashboards
Build dashboards tailored to different users or roles so each person can monitor the information most relevant to them. Standard dashboard views often include total leads, open opportunities, revenue value, won deals, and activity metrics such as calls, emails, and tasks. These dashboards provide a real-time overview of CRM performance and operational workload.

Performance monitoring views
Configure reporting to track pipeline velocity, showing how contacts move from lead to opportunity to customer. Include source tracking so the effectiveness of marketing channels can be evaluated, and team performance reporting so individual activity and outcomes can be reviewed.

System template snapshot
Once setup is complete, save the configured account as a reusable template. This creates a portable backup containing pipelines, fields, workflows, and settings, which can be reused or restored if needed. Maintaining a snapshot helps preserve system structure and provides a reliable starting point for future implementations.

Properly configured reporting and dashboards ensure the CRM remains measurable, transparent, and optimised. They allow the system to function not just as a database, but as a performance management tool that supports continuous improvement and informed decision-making.

Before importing contacts or activating campaigns, domain infrastructure should be configured correctly. Proper domain and DNS setup ensures secure connections, strong email deliverability, accurate branding, and reliable system performance. Establishing this foundation early prevents technical issues later and protects sender reputation.

● Primary domain and SSL
Connect the main domain used by the business and confirm that SSL is active. This ensures all links, pages, and communications are secure and trusted by browsers and email providers.

● Dedicated sending domain
Set up a dedicated sub-domain specifically for email sending, such as mail.yourdomain.com, inbox.yourdomain.com, or replies.yourdomain.com. Using a separate sending domain helps protect the reputation of the primary domain and reduces the likelihood of messages being filtered or flagged by email providers. After entering the chosen sub-domain in the system settings, verify ownership by adding the required DNS records at the domain host.

Authentication records such as SPF, DKIM, and DMARC should be validated to confirm domain legitimacy and improve deliverability. These records signal to receiving servers that messages are authorised and trustworthy.

Branded link domain
Configure a branded domain so system-generated links (for example documents, contracts, invoices, and scheduling links) use a company-owned domain rather than a default platform domain. This is done by entering a branded sub-domain in the business profile settings and creating the required CNAME record in DNS. Once verified, all generated links will display the branded domain, providing a more professional and consistent experience.

Domain activation considerations
If a website or funnel is being published to a connected domain, confirm whether the domain is currently in use. Connecting a domain that already hosts a live website may replace the existing site, so DNS changes should be planned carefully to avoid downtime or unintended overrides.

Proper domain configuration ensures secure connections, branded communication, strong deliverability, and a stable technical foundation for all CRM and marketing activity.

This stage connects the client’s social and business profiles to the system so messages, reviews, and content can be managed centrally. Integrating these platforms improves efficiency, ensures communications are tracked, and allows teams to manage engagement without switching between multiple tools.

● Social account connections
Connect the relevant social media accounts so content can be scheduled and published directly from the platform. Once authorised, the system can post text, images, and videos across connected profiles and schedule posts in advance. This allows content to be prepared in batches and released automatically at set times, improving consistency and saving time. Access credentials or administrative permissions are required for any account being connected so the system can be authorised as a third-party publisher.

Facebook and Instagram integration
Link the business’s Facebook page and Instagram account to enable messaging, comment management, and review monitoring within the system. This allows incoming messages from these platforms to appear alongside other conversations, keeping communication centralised. Before connecting, ensure the Instagram profile is set to a business account and is linked to the corresponding Facebook page, as this is required for proper integration.

Google Business Profile connection
Connect the company’s Google Business Profile so reviews and customer messages can be managed directly inside the platform. This integration also allows the system to synchronise contact information, including automatically inserting the hosted business phone number where supported. If an existing number is already listed, it may be moved to a secondary field while the connected number is set as primary.

Connecting these platforms ensures that social interactions, reviews, and messages are captured in one place, giving teams full visibility of customer engagement and enabling faster, more organised responses

This stage configures the system to collect, manage, and respond to customer reviews efficiently. A structured review process helps increase feedback volume, improve online reputation, and demonstrate active engagement with customers
.

● Review request templates

Create email and SMS templates that can be used to request reviews from customers. These templates allow users to send requests quickly from a desktop or mobile device using bulk or quick actions. Review requests can also be automated within workflows, so messages are triggered after key events, such as a completed purchase or appointment.

Automated review responses

Enable automated reply functionality so incoming reviews receive timely responses. Responding consistently signals engagement to platforms such as search and social networks and helps build trust with potential customers. Automated replies can be configured to maintain a professional tone while still allowing manual responses when needed.

Review sharing and promotion

Configure settings that allow positive reviews to be shared automatically across connected channels where appropriate. Repurposing reviews as content can increase visibility, reinforce credibility, and extend the impact of customer feedback without requiring manual posting.

A properly configured review system ensures feedback is collected consistently, responses are timely, and positive sentiment is leveraged effectively to strengthen the business’s online presence and reputation.

Configuring live chat enables website visitors to start conversations instantly, allowing enquiries to be captured and converted into contacts without requiring forms or calls. Proper setup ensures messages are received in real time, stored in contact records, and available for follow-up or automation.

Web chat widget configuration
Add the chat widget to the website so visitors can initiate conversations directly from their browser. When someone starts a chat, a contact record is created automatically and the conversation appears inside the system, ensuring no enquiry is missed and all communication is tracked centrally.

Chat mode selection
The widget supports different communication modes. Live chat mode creates a direct conversation between the visitor and the business inside the platform’s inbox or mobile app and does not rely on a phone number. This is typically the preferred option during initial setup or while messaging registration is pending.

SMS-enabled chat
Once messaging approval or registration requirements are completed where applicable, the widget can be switched to an SMS or email chat mode. This allows visitors to initiate conversations that continue via text message or email, providing a more flexible communication experience while still logging all interactions in the contact timeline.

Properly configured live chat ensures website visitors can reach the business instantly, enquiries are captured automatically, and conversations are stored and accessible for follow-up, reporting, and automation

This stage prepares the system to create, launch, and manage advertising campaigns from within the platform. Proper configuration ensures campaigns can be deployed efficiently, tracked accurately, and analysed using performance data tied directly to leads and opportunities.

Ad manager configuration
Set up the advertising tools so campaigns can be built, monitored, and optimised within the system. This allows you to manage targeting, creative assets, and performance metrics while keeping lead data connected to the CRM for full attribution visibility.

Campaign templates
If a prebuilt campaign template or snapshot is available, review and customise it to match the business’s offer, audience, and messaging before launch. Templates provide a structured starting point, reducing setup time and ensuring campaigns follow proven frameworks.

Once configured, the advertising module enables campaigns to be launched quickly, monitored centrally, and evaluated using real conversion data, helping ensure marketing performance can be measured and improved over time.

This stage confirms that the system is fully configured, functioning correctly, and ready for live operation. Structured testing ensures all components work together reliably, data flows accurately, and users can depend on the platform for daily use.

Automation validation
Review and test all workflows, triggers, and actions to ensure they execute as intended. Confirm automations activate under the correct conditions, update records accurately, send the right communications, and generate tasks or notifications where required.

Data integrity checks
Run controlled tests for importing and exporting data such as contacts, opportunities, and 

tasks. Verify that fields map correctly, formatting remains consistent, and no information is lost or altered. This ensures the system can safely manage real operational data.

Communication channel testing
Test all configured communication channels, including email, SMS, and calling where applicable. Confirm messages send and receive successfully, templates render properly, personalisation fields populate correctly, and all interactions are recorded on contact timelines.

Pipeline and record verification
Move test contacts through pipelines and stages to confirm that status changes, automations, permissions, tags, and task triggers function as expected. This validates that lifecycle logic and ownership rules behave correctly.

User access review
Check that each user role has the appropriate permissions and visibility. Ensure users can access the tools they need while restricted data remains protected according to role settings.

End-to-end system test
Perform a full simulation using test records, from lead creation through communication, pipeline progression, and reporting. This verifies that the platform operates as a unified system rather than separate components.

A structured testing phase ensures the platform launches in a stable, accurate, and dependable state, providing confidence that workflows, communications, and data handling will perform correctly in real-world use.