CRM

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1. Overview

The CRM module manages sales opportunities from first contact through won business. It tracks leads as they move through a configurable pipeline of stages, enables structured proposals to be built from reusable templates, and maintains a complete communication log for every customer interaction. The module connects directly to the rest of the system — won leads and proposals can be converted into work orders without re-entering data.

Key capabilities:

• Track sales leads with pipeline stages, quality grades, and monetary values
• Link leads to salesmen, work orders, invoices, and job contracts
• Build professional proposals from reusable templates with multiple selectable options and detailed line items
• Log every customer communication (calls, emails, texts, meetings) with follow-up tracking
• Monitor sales performance with a real-time dashboard showing pipeline health and team activity

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2. Key Concepts

• Lead — A sales opportunity tracked through a pipeline. Each lead is tied to a customer and site, has a potential dollar value, a quality grade (A, B, C, D, F), and a current pipeline stage. Leads are assigned to salesmen and accumulate communication history. Example: Riverside Medical Center — potential HVAC replacement, $52,000.

• Pipeline Stage — A step in the sales process that every lead moves through. Stages are configured in CRM Settings and displayed as a visual progress bar on the lead form. Typical stages: Prospect → Contacted → Qualified → Proposal Sent → Negotiation → Won. The stage funnel on the CRM Dashboard shows where leads drop off.

• Proposal — A formal quote or scope of work presented to a customer. Proposals contain one or more selectable options (e.g., “Basic”, “Standard”, “Premium”), each with detailed line items for labor, materials, flat rates, and other charges. Proposals have a status lifecycle: Draft → Submitted → Pending → Approved/Rejected/Withdrawn.

• Proposal Revision — When the proposal’s Revise on Edit setting is on, changing key financial fields creates a new revision rather than overwriting the original. This preserves a complete history of what was offered and when. The “Latest Revisions Only” toggle on the search screen filters out older versions for day-to-day work.

• Conversion — The process of turning a proposal into an actionable record. Depending on the Conversion Type, the proposal becomes a Work Order (Service module), carrying over the customer, site, and line item details without re-entry.

• Communication Log — A record of every interaction with a customer: phone calls, emails, texts, and meetings. Communications are logged with type, status, sentiment, direction (inbound/outbound), and follow-up tracking. They appear on leads, work orders, customers, jobs, service contracts, and vendors, providing a complete customer interaction history. An appointment can be referenced on a communication, but communications are not shown on the appointment screen itself — they surface through the customer or work order the communication is tied to.

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3. How It Connects

Upstream — Where CRM gets its data:

• Accounts Receivable (Customer Database) → Leads reference existing customers from the AR customer master. New customers can be created inline from the lead form.
• Service (Work Orders) → Work orders can be linked to leads to track actual revenue generated from the opportunity. Any of the customer’s work orders for the lead’s selected site can be linked (the link list is filtered only by site, not by status). When computing the lead’s Actual Value, cancelled work orders are excluded; non-cancelled linked work orders contribute their total sale amount.
• Accounts Receivable (Invoices) → Invoices linked to a lead contribute to the lead’s Actual Value, showing the real revenue generated.

Downstream — Where CRM sends its data:

• Service (Work Orders) → Approved proposals with Conversion Type = Work Order create new WOs with customer, site, and line items pre-populated. The WO links back to the lead and proposal.
• CRM Dashboard → All lead and proposal data feeds the dashboard charts: pipeline funnel, leads by user/campaign, proposal dollar values, and conversion rates.

Key Integration Point — Proposal-to-Conversion Pipeline: When Jeff Allen’s proposal for Riverside Medical Center is approved, Actions → Convert to Work Order creates a work order that inherits the customer, site address, line items, and pricing from the proposal. The lead’s Actual Value then updates automatically as invoices are generated from the converted WO, closing the loop from opportunity to revenue.

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4. CRM Dashboard

Navigation: CRM → Dashboard

The CRM Dashboard provides visual analytics for sales pipeline health and team performance. All charts use a date range selector (start date and end date) to filter the data shown.

Charts

Proposal $ (All) A pie chart showing the total dollar value of proposals grouped by status (Draft, Submitted, Pending, Approved, Rejected, Withdrawn). Includes all proposal revisions. Hover over a slice to see the exact dollar amount and the number of proposals for that status.

Proposal $ (Latest Revisions) The same pie chart as above, but counting only the most recent revision of each proposal. This gives a cleaner view of the current state of active proposals without double-counting revised proposals.

Proposal Conversion A pie chart showing how many proposals have been converted to work orders versus how many remain un-converted. Useful for measuring close rates on submitted proposals.

Leads by User A stacked bar chart showing leads grouped by the user who created them. Each bar is divided into three segments:

• Won (green) — leads marked as won (the Won flag is set)
• In-Progress (amber) — leads still active in the pipeline (not won and not yet at the final stage)
• Lost (red) — leads that have reached the final pipeline stage (the stage with the highest sequence number)

Each segment shows dollar value. Hover over a segment to see the count and monetary value.

Leads by Campaign The same stacked bar chart structure as Leads by User, but grouped by the lead source (campaign or channel). Use this to evaluate which marketing sources produce the most and highest-quality leads.

Unqualified Leads by Reason A pie chart showing the distribution of unqualified leads across each configured unqualified reason. Helps identify the most common reasons opportunities are lost.

Lead Stage Drop-Off (Funnel) A funnel chart showing the number of leads at each pipeline stage, ordered by stage sequence. The width of each stage represents the count of leads currently at or past that stage, making drop-off between stages visually apparent.

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5. Leads

Navigation: CRM → Manage Leads

A lead represents a sales opportunity — a potential customer or a potential job at an existing customer site. Leads move through a configurable pipeline of stages, from first contact through won or lost.

Searching for Leads

The Search Leads screen displays all leads in a searchable data grid. Type in the search box to quickly match on lead ID, customer ID, customer name, or site name. Use the column filters (advanced search) to filter by other attributes.

Result columns:

• ID
• Customer ID
• Customer Name
• Customer Address (billing)
• Site Name
• Site Address
• Stage
• Won (yes/no)
• Department

Click the edit icon to open a lead in edit mode, or click a row to open the view screen. Use the delete icon to remove a lead (confirmation required). Use the + icon to create a new lead.

Creating a Lead

Navigate to Manage Leads → Create or click + on the search screen.

Stage Progress Bar At the top of the form is a visual progress bar showing all configured lead stages in sequence. The current stage is highlighted in blue with a spinning icon, past/completed stages show a green check, and future stages display a gray clock icon. Click any stage on the bar to jump to that stage.

Customer & Site

Field	Description	Required
Customer	The customer associated with this lead. Type to search existing customers, or use the option to create a new customer directly from this field.	Yes
Site Address	The specific site (delivery or service location) for this lead. Options are filtered to the selected customer’s configured site addresses.	Yes

Once a customer and site are selected, the customer’s name, secondary name, billing address, site name, and site address are displayed as read-only reference information below. A View Notes button is available for both the customer and the site to review any notes on file.

If you choose Create New Customer from the Customer field (available when you have permission to create customers), a quick-create dialog opens. It requires the customer’s Name, City, Country, ZIP, and — in the US — State; outside the US, a free-text State/Region is required instead. It also requires Terms, which is pre-filled from the Default Customer Terms in AR Settings when one is configured.

Lead Classification

Field	Description	Required
Potential Value	Your estimated dollar value of this opportunity	No
Quality Grade	A letter grade (A, B, C, D, F) indicating the quality or likelihood of conversion	No
Type	The lead type (configured in CRM Settings). Optional. Choosing a type that has a default department and/or stage fills those fields in for you; you can still change them afterward.	No
Stage	The current pipeline stage for this lead	Yes
Department	Internal department responsible for this lead	No
Source	How this lead was acquired (configured in CRM Settings)	No
Unqualified Reason	If the lead is unqualified, the reason why	No
Email	A Customer Contact autocomplete that displays the contact’s email address	No
Do Not Disturb	Check to flag that this customer should not be contacted	No
Won	Check to mark this lead as won (converted to active business).	No

Value Tracking (Read-Only)

These two fields are automatically calculated from linked records and cannot be edited directly:

• Proposal Value — Automatically calculated from the amounts of the latest-revision proposals linked to this lead. The method depends on the Proposal Lead Value CRM setting — the Average, Minimum, or Maximum of the linked proposal totals (it is not a simple sum).
• Actual Value — The sum of revenue from linked work orders, invoices, and job contract amounts. Cancelled work orders and voided invoices are excluded.

Linked Records

All linked record selectors are filtered to the selected customer and site address.

Field	Description
Linked Work Orders	Select one or more work orders to associate with this lead
Linked Invoices	Select one or more invoices to associate with this lead
Linked Job Contracts	Select one or more job contracts to associate with this lead
Salesmen	Assign one or more salesmen responsible for this lead

Notes A multi-line text field for any additional notes about the lead.

Click Save (or Create on a new lead) to save the record.

Editing a Lead

From the search screen, click the edit icon, or from the view screen click Edit. All fields are editable. The stage progress bar at the top allows you to change the stage directly by clicking on it. Click Save to apply changes.

Viewing a Lead

Click any lead row in the search results to open the view screen. The view screen is organized into tabs:

Linked Records Tables showing the linked work orders, invoices, and job contracts, with clickable links to open each record.

Stage Changes A history of all stage transitions for this lead, showing when the lead moved between pipeline stages.

Appointments A read-only list of the sales visits scheduled against this lead. Each row shows the appointment’s assigned date and time, appointment ID, status, scheduled employee, duration, completed date and time, visit outcome, and internal notes, with a View Forms action that opens the forms captured on that visit. Appointments are scheduled from the dispatch board and worked from the mobile app — they are not created or edited here. This tab appears only if you have permission to view appointments.

Forms The forms filled out on this lead’s appointments, grouped by appointment. Pick a form to view its captured field values; signed forms are flagged. This tab appears only if you have permission to view forms.

Proposals The proposals created for this lead, with links to open each one. This tab appears only if you have permission to view proposals.

Attachments Files and documents attached to this lead record.

Communications The full communication log for this lead — every phone call, email, text, and other interaction that has been logged. See the Communications section for details on logging and viewing communications.

Salesmen The salesmen assigned to this lead.

Actions available from the lead view screen:

• Edit — Opens the edit form
• Delete — Deletes the lead (confirmation required)
• Audit Lead — Opens the audit trail for this lead

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Managing Salesmen on a Lead

Navigation: CRM → Manage Leads → open a lead → Salesmen tab

The Salesmen tab on the lead view screen lists every salesman assigned to the lead and lets you add or remove assignments directly, without opening the lead in edit mode. Each assignment is a link between the lead and a salesman from your salesman list.

The table shows one row per assigned salesman, sorted by name:

Column	Description
Name	The salesman’s primary name
Name 2	The salesman’s secondary name
Address	The salesman’s street address
Address 2	The salesman’s secondary address line
City	The salesman’s city
State	The salesman’s state
Zip	The salesman’s ZIP code

Adding a salesman

1. On the Salesmen tab, click the + (Link Salesman) button in the table header.
2. In the Link Salesman dialog, open the Salesman field and select a salesman. The list shows only salesmen who are not already assigned to this lead.
3. Click Link to create the assignment, or Cancel to close without saving. The new salesman appears in the table.

Removing a salesman

1. On the salesman’s row, click the Unlink Salesman icon.
2. A confirmation prompt asks whether you want to unlink this salesman from this lead.
3. Click Unlink to confirm. The salesman is removed from the table.

Note

Both the Link Salesman and Unlink Salesman actions require the Edit Lead permission. If you do not have it, both buttons are disabled.

Lead Status

The lead view screen header shows a row of status chips that summarize the lead at a glance. One of these — the Lead Status chip — is calculated automatically from the lead’s pipeline stage and its Won flag, rather than being a field you set directly.

The header can display the following chips, from left to right:

Chip	When it appears
Grade: X	When a Quality Grade has been assigned. Shows the grade letter (for example, “Grade: A”).
Do Not Disturb	When the lead’s Do Not Disturb flag is set.
Won	When the lead is marked Won (the Won flag is set).
Lead Status	Always shown. Calculated automatically — see below.

The automatic Lead Status chip is derived as follows:

Status	Meaning
Closed	The lead is marked Won and is on the last pipeline stage (the stage with the highest sequence number).
Lost	The lead is on the last pipeline stage but is not marked Won.
In Progress	The lead is on any earlier stage.

Note

The Won chip and the Lead Status chip are independent. The Won chip reflects only the Won flag, while the Lead Status chip combines the Won flag with the lead’s stage. A lead that is marked Won but has not yet been advanced to the final stage will show the Won chip but its Lead Status will still read In Progress until it reaches the last stage.

Managing Linked Records

Navigation: CRM → Manage Leads → open a lead → Linked Records tab

The Linked Records tab lists the work orders, sales invoices, and job contracts currently associated with the lead. Each row shows the record’s type, ID (a clickable link that opens the record in a new tab), and a short description. You can link and unlink records directly from this tab without editing the lead.

Column	Description
Type	Whether the record is a Work Order, Sales Invoice, or Job Contract
ID	The record’s human-readable ID; click to open the record in a new browser tab
Description	A summary of the record (for example, the service type and amount for a work order, or the contract amount for a job contract)

Linking records

Click the + (Link Records) button in the table’s header to open the Link Lead Record dialog. The dialog offers three multi-select fields — Work Orders, Invoices, and Job Contracts — each listing only records that belong to the lead’s customer and that share the lead’s site, and that are not already linked to this lead.

1. On the Linked Records tab, click the + button in the table header.

2. In the Link Lead Record dialog, use the Work Orders, Invoices, and Job Contracts fields to select one or more records to associate with the lead.

3. Click Link to save. The newly linked records appear in the table. To close without linking, click Cancel.

Caution

If you select a record that is already linked to a different lead, a warning is shown (for example, “Work Order already linked to a lead.”). You can still link it, but doing so moves the record’s association to the current lead. Selecting Link with no records chosen returns a “No records selected.” message.

Unlinking a record

Each row in the Linked Records table has an Unlink Record button. Click it and confirm to remove that record’s association with the lead. The record itself is not deleted — only the link is removed.

Tip

Linking or unlinking records updates the lead’s Actual Value, which is calculated from the work orders, invoices, and job contracts linked to the lead. Both the link and unlink actions require the Edit Lead permission; without it, the + and Unlink buttons are disabled.

6. Proposals

Navigation: CRM → Manage Proposals

A proposal is a formal quote or scope of work presented to a customer. Proposals are built from templates and can contain multiple options for the customer to choose from. Each option has detailed line items for labor, materials, flat rates, and other charges. When a proposal is approved, it can be converted directly into a work order.

Searching for Proposals

The Search Proposals screen lists all proposals. A Latest Revisions Only toggle switch filters the list to show only the most recent revision of each proposal, which is useful for day-to-day work. Turn it off to see all revisions.

Result columns:

• Proposal ID
• Customer ID
• Billing Name (Customer Name)
• Billing Address
• Site Name
• Site Address
• Status
• Revision
• Latest Revision (yes/no)
• Proposal Total

Click any row to open the proposal view. Use the edit icon to revise the proposal, or the delete icon to remove it (not available if the proposal has been converted to a work order). Use the + icon to create a new proposal.

Proposal Status Values

Status	Meaning
Draft	Created but not yet sent to the customer
Submitted	Sent to the customer for review
Pending	Awaiting customer decision
Approved	Customer has agreed to the proposal
Rejected	Customer declined the proposal
Withdrawn	Proposal was recalled before a decision

Creating a Proposal

Navigate to Manage Proposals → Create or click + on the search screen.

Header Fields

Field	Description	Required
Customer	The customer this proposal is for	Yes
Site	The site address the proposal covers	Yes
Source Appointment	An optional appointment record that sourced this proposal	No
Service Contract	An optional existing service contract at the selected site to associate with this proposal. The dropdown lists the service contracts on file for the chosen Site	No
Proposal Template	The template to base this proposal on; selecting a template automatically populates the options and line items	Yes
Revise on Edit	Controls whether later edits to this proposal create a new revision instead of overwriting it. Defaults to the Revise on Edit setting of the selected template, but you can override it here. Only editable while creating the proposal — once saved it becomes read-only	No
Static Pricing	Freezes the proposal’s prices so they are not re-quoted while the freeze is active. When checked, a Static Until Date is required	No
Static Until Date	The date through which prices are frozen. Required when Static Pricing is checked; clearing the Static Pricing checkbox clears this date	Conditional
Description	An optional free-text description of the proposal (up to 255 characters), shown on the General tab.	No

The Revise on Edit setting is captured on the proposal itself when it is created, and it is what governs the revision behavior described under Editing a Proposal below — not the template’s current setting. The template only supplies the default at create time, so changing the template’s Revise on Edit setting afterward does not change how an already-created proposal behaves. Because the checkbox is disabled after the proposal is saved, this choice is fixed for the life of the proposal at the moment you create it.

Service Contract Use the Service Contract field on the General tab to link the proposal to a service contract already on file for the selected site. The list is loaded from the chosen Site, so you must select the Customer and Site first; changing the site clears and reloads the available contracts. Each contract is shown as its contract number, contract type, and effective-through-expiration date range. The field is optional and may be left blank. On the View Proposal screen the linked Service Contract is displayed and acts as a link that opens that service contract (in a new tab) for quick reference.

Proposal Options

After selecting a template, the proposal displays one or more options — different scopes of work or price tiers that the customer can choose from. Each option shows:

• Name and color-coded indicator
• Description
• Breakdown of Labor, Material, Other, and Additional charges
• Total sale amount
• Number of workers required

Options can be marked as Approved to indicate the customer’s selection.

Line Items (per Option)

Each option contains a grid of line items. A new blank row is added automatically as you fill in the last row; click the trash icon on a row to remove it.

Column	Description
Line Item Type	The type of charge: Contract Sale, Dynamic Charge, Flat Rate, Flat Rate Labor Sell, Flat Rate Material Sell, Labor Sell, Material, Misc, or Quote
Description	Description of the line item
Quantity	Number of units
Unit of Measure	The unit (each, hour, linear foot, etc.)
Unit Sell	Selling price per unit
Extended Sell	Quantity × Unit Sell (calculated)
Unit Cost	Cost per unit
Extended Cost	Quantity × Unit Cost (calculated)
Discount Amount	Discount applied to this line
Total Sell	Extended Sell minus Discount
Cost Center	The service cost center whose accounts this line will post to once converted to a work order
Equipment	Attach an equipment item to this line (shown on work-order proposals)
Taxable	Check if this line item is subject to sales tax
Show on Proposal	Check if this line should appear on the customer-facing proposal document
Only Estimate	Check if this line is an estimate and not a firm price

Financial Summary (per Option)

Automatically calculated totals displayed below each option’s line items:

• Labor
• Material
• Other
• Subtotal
• Addtl Charges
• Total
• Workers

The proposal-level totals (below all options) show Labor Sale Total, Material Sale Total, Other Sale Total, Subtotal, Discount / Discount %, Tax Total, Additional Charges, and Sale Total.

Notes Free-text notes to include on the proposal.

Attachments Files to attach to the proposal record.

Static Pricing

Use Static Pricing to lock in a proposal’s pricing for a period of time. Check the Static Pricing box and enter a Static Until Date; the date is required whenever Static Pricing is checked, and unchecking the box clears the date. While the Static Until Date is still in the future, the Update Prices action is disabled, so the proposal’s line items will not be re-priced even if underlying rates change. Once the Static Until Date has passed, prices are no longer frozen and Update Prices becomes available again.

Click Save (or Create on a new proposal) to save the proposal. It is saved with whatever Status is currently selected (for example, Draft or Submitted) — saving does not force the status to Draft.

Editing a Proposal

When the proposal’s Revise on Edit setting is on, changing key financial fields (the template, approved option, discount code, sales-tax jurisdiction, or total sale amount) creates a new revision rather than overwriting the previous version. This preserves a complete history of changes, and the revision number increments automatically. Click Save — the new revision is created server-side; there is no separate Save Revision button.

From an existing proposal you can also:

• Change Status — Edit the proposal and select a new value in the Status dropdown (Approved, Draft, Pending, Rejected, Submitted, or Withdrawn). There is no dedicated Change Status action, and any status may be selected — transitions are not enforced.
• Convert to Work Order — Converts the proposal into a work order. Enabled when the proposal has not already been converted, its conversion type is Work Order (inherited from the proposal template), and you have permission to create work orders. On conversion you choose which options to import (the option(s) marked Approved are pre-selected), and the selected options’ line items are carried into the work order.
• Update Prices — Recomputes the proposal’s line-item pricing from current rates. Available only when editing an existing proposal. It is disabled while Static Pricing is in effect — that is, when Static Pricing is checked and the Static Until Date is still in the future — so a frozen proposal keeps its locked prices until that date passes.

Updating Prices on a Proposal

Navigation: CRM → Manage Proposals → open an existing proposal → Update Prices

The proposal editor includes an Update Prices button (next to Save) that re-prices every line item on the proposal against current pricing. Use it after pricing-relevant data has changed — for example when underlying rates, materials, or special pricing have been updated — to refresh the calculated amounts without re-entering each line by hand.

When you click Update Prices, the proposal recalculates each line item according to its type:

Line item type	What is recalculated
Flat Rate	Flat-rate sell and cost amounts
Labor Cost	Extended cost from quantity × the employee’s hourly pay rate
Labor Sell	Sell price, applying any effective (discounted) rate, plus extended and total sell
Material	Material sell and cost amounts
Misc / Quote	Extended sell from quantity × unit sell, less the line discount
Subs	Extended cost from quantity × unit cost

Child line items also have their Show on Proposal and Only Estimate settings re-synced from their parent (material lines follow the parent’s Show-on-Proposal setting; other child types are hidden from the customer-facing proposal). After recalculation, the option and proposal totals are refreshed automatically.

Recalculation also runs on its own whenever you change a pricing-relevant field on a line item, so Update Prices is mainly useful for forcing a full refresh of an already-saved proposal.

The recalculated values are not stored until you click Save.

Caution

Update Prices is unavailable in the following situations:

• While the proposal is being saved.
• On a brand-new proposal that has not yet been created (create the proposal first, then reopen it to update prices).
• When Static Pricing is on and the Static Until Date is still in the future. Static pricing locks the proposal’s prices until that date passes; to re-price sooner, clear Static Pricing (which also clears the Static Until Date) or wait until the date has passed.

Viewing a Proposal

The view screen displays the proposal in read-only format with the following tabs:

• Options — All options with their line items and financial totals
• Revisions — Full audit trail of all revisions
• Attachments — Files and documents attached to this proposal

The header shows ID, status, revision number, customer, site, conversion status with links to the converted work order (if applicable), and the Static Pricing flag with its Static Until date.

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Proposal-Level Discounts

A discount can be applied to the proposal as a whole from the proposal-level financial summary (below all options). There are two ways to enter the discount, and they are mutually exclusive: you either select a predefined Discount Code, or you enter a manual Discount amount or Discount % by hand.

Navigation: CRM → Manage Proposals → (create or edit a proposal) → proposal-level totals

Field	Description
Discount Code	Autocomplete that selects a predefined discount code. Options are labeled as code - description. A code carries a fixed value that is applied either as a percentage or as a dollar amount.
Discount	A manually entered flat dollar discount applied to the proposal.
Discount %	A manually entered percentage discount, displayed with a trailing % and two decimal places.

How the three fields interact

1. Selecting a Discount Code fills in the discount for you. If the code is a percentage code, its value is placed in Discount % and the Discount amount is set to 0. If the code is a flat-amount code, its value is placed in Discount and Discount % is set to 0.

2. While a Discount Code is selected, the Discount and Discount % fields are disabled, so they cannot be edited by hand. Clear the Discount Code first if you want to enter a discount manually.

3. Entering a manual Discount amount clears Discount % back to 0, and entering a manual Discount % clears the Discount amount back to 0 — only one of the two can hold a value at a time.

4. Clearing the Discount Code resets both Discount and Discount % to 0.

After a discount entry is changed, the proposal totals recalculate automatically.

On the View Proposal screen, the applied discount is shown read-only as Discount Code, Discount %, and Discount Amount.

Note

A discount code flagged as a rebate can be selected on a proposal, where it behaves as an ordinary discount on the proposal total. Third-party rebate billing only happens when the resulting work order is billed — proposals do not raise rebate invoices.

Sales Tax Jurisdiction and Tax Total

The Tax Total shown in the proposal-level financial summary is driven by the Sales Tax Jurisdiction selector. Selecting a jurisdiction applies that jurisdiction’s tax rate to the taxable portion of the proposal and recalculates the tax automatically.

Sales Tax Jurisdiction is a searchable dropdown. Each jurisdiction is listed by its description followed by its tax rate (for example, City of Austin - 8.25000%), and the list is sorted alphabetically by description. The field is optional; if no jurisdiction is selected, the tax rate is treated as 0% and the Tax Total is $0.00.

Tax Total is a read-only field. You cannot type into it — its value is always recalculated from the selected jurisdiction and the proposal’s taxable line items.

1. In the proposal’s financial summary, open the Sales Tax Jurisdiction dropdown and select a jurisdiction (or clear it to remove tax).

2. The Tax Total field recalculates as soon as you leave the Sales Tax Jurisdiction field. It equals the taxable subtotal multiplied by the jurisdiction’s tax rate, rounded to the cent.

3. The recalculated tax flows into the Sale Total (Subtotal + Tax Total − Discount).

4. Click Save (or Create) to store the selected jurisdiction and the calculated Tax Total on the proposal.

Only line items marked Taxable contribute to the taxable subtotal. Any discount is allocated across the line items first, and tax is then applied to the discounted, taxable amounts — so changing the discount or a line item’s Taxable checkbox also changes the Tax Total.

When you view a saved proposal, this information is shown read-only as Sales Tax Juris (the jurisdiction and its rate) and Total Tax Amount (the calculated tax).

Note

Changing the Sales Tax Jurisdiction on a proposal whose Revise on Edit setting is on is one of the financial changes that creates a new revision rather than overwriting the current one.

Line Item Detail

When you choose a Line Item Type, the row expands to reveal a configuration panel specific to that type. The panel lets you tie the line item to the underlying record (a flat rate, charge, labor rate, product, or contract type) that drives its pricing. The panel appears for the Flat Rate, Dynamic Charge, Labor Sell, Material, and Contract Sale types. The Quote, Flat Rate Labor Sell, Flat Rate Material Sell, and Misc types have no detail panel.

Flat Rate

Search for and select a flat rate, then set the pricing flags that apply.

Field	Description
Flat Rate	Search for a flat rate to attach to this line. Selecting one populates the line’s pricing.
Primary	Marks this as the primary flat rate.
Preferred	Uses the flat rate’s preferred pricing.
After Hours	Uses the flat rate’s after-hours pricing.
Warranty	Marks the flat rate as warranty work.

Changing the flat rate or any of these flags re-prices the line.

Dynamic Charge

Field	Description
Dynamic Charge	Select an active dynamic charge to apply to this line.
Formula	Read-only. Displays the formula defined on the selected dynamic charge.

Labor Sell

Field	Description
Labor Rate	Select the labor rate that prices this line.
Hourly Rate	Read-only. The hourly rate of the selected labor rate.
Default	Read-only. Indicates whether the selected labor rate is the default rate.

Material

Field	Description
Product	Search for and select a product. Selecting one sets the line’s description and pricing.

Contract Sale

A Contract Sale line item carries a contract type, an amount, and an optional sub-grid of contract options.

Field	Description
Contract Type	Select the service contract type. Selecting one sets the amount to the contract type’s default price and updates the line description.
Amount	The sale amount for the contract. Editable until you add one or more contract options, after which it is driven by the options sub-grid.

The Contract Options sub-grid lets you break the contract into individual options:

Column	Description
Contract Option	Select a contract option.
Quantity	Whole-number quantity for the option.
Amount	Read-only. The calculated amount for the option.
Is Percent	Read-only. Indicates whether the selected contract option is a percentage.

Use the + button in the sub-grid header to add a contract option row, and the trash icon on a row to remove it.

Note

On the Contract Sale panel, the Amount field is locked once one or more contract options are present — the contract total is then calculated from the options sub-grid rather than entered directly.

View Proposal Actions menu

Navigation: CRM → Manage Proposals → click a proposal row to open View Proposal → Actions button (top right of the proposal header).

The conversion and maintenance actions for a proposal live on the Actions menu of the View Proposal screen — there is no separate inline “Convert” button. The menu offers:

Action	What it does	When it is available
View PDF	Generates and opens the proposal document as a PDF.	Always available.
Convert to Work Order	Opens the Work Order create screen with a new work order seeded from this proposal (customer, site, and the proposal’s line items are carried in).	The proposal’s Conversion Type is Work Order, the proposal has not already been converted, and you have the Create Work Order permission.
Edit Proposal	Opens the proposal in edit mode.	You have the Edit Proposal permission and the proposal has not already been converted.
Delete Proposal	Prompts to delete the proposal.	You have the Delete Proposal permission and the proposal has not already been converted.
Audit Proposal	Opens the change-history (audit) screen for this proposal.	Always available.

Note

Convert to Work Order is gated only on Conversion Type, whether the proposal has already been converted, and the Create Work Order permission. It is not gated on the proposal’s status — a proposal does not have to be in the Approved status for the action to be enabled.

Audit Proposal

Navigation: CRM → Manage Proposals → open a proposal → Actions → Audit Proposal.

The audit screen lists every recorded change to the proposal over a date range. By default it shows changes from the past month up to now; adjust the Start Date/Time and End Date/Time fields and click Search to widen or narrow the window.

Each row in the audit table shows:

Column	Description
Timestamp	Date and time the change was recorded.
User	The user who made the change.
Description	A summary of the change.

Expand a row to see the individual fields that changed, each with its Old Value and New Value (old values are shown in red, new values in green, and empty values appear as (empty)).

7. Proposal Templates

Navigation: CRM → Manage Proposal Templates

Proposal templates define the reusable structure for proposals — the options available and the standard line items within each option. When a user creates a proposal and selects a template, the template’s options and line items are copied into the new proposal, which can then be customized.

Searching for Templates

The Search Proposal Templates screen lists all templates with their name, conversion type (Work Order; Job is planned but not yet available), and proposal type. Click the edit icon to edit, the delete icon to remove, or the + icon to create a new template.

Creating a Template

Navigate to Manage Proposal Templates → Create or click + on the search screen.

Template Header

Field	Description	Required
Name	A descriptive name for the template (displayed when selecting a template on proposals)	Yes
Conversion Type	Whether proposals using this template will convert to a Work Order. (Job conversion is planned but not yet available.)	Yes
Proposal Type	Either Additive or Progressive — controls how the template’s options are presented and approved	Yes
Revise on Edit	If checked, editing a proposal that uses this template will automatically create a new revision	No

Template Options

Add one or more options to the template. Each option represents a different scope or price level a customer can choose.

Field	Description	Required
Name	Option name (e.g., “Basic”, “Standard”, “Premium”)	Yes
Description	Brief description of what this option includes	Yes
Color	A color indicator for visual differentiation in the UI	No
Default Workers Required	The default number of workers needed to fulfill this option	Yes
Sort Order	Controls the display order of options	Yes

Template Line Items

Each option can have its own default line items. The fields mirror those in the proposal line items grid:

• Line Item Type (Labor Sell, Material, Flat Rate, Dynamic Charge, Contract Sale, Flat Rate Labor Sell, Flat Rate Material Sell, Misc)
• Description
• Quantity
• UOM
• Unit Sell, Unit Cost
• Show On Proposal, Only Estimate

These line items are copied into any proposal created from this template, and can be modified on a per-proposal basis.

Click Create to save a new template (the button reads Save when you are editing an existing template).

Editing a Template

Click the edit icon on the search screen or choose Edit Proposal Template from the Actions menu on the view screen. All template fields, options, and line items are editable. Changes to a template do not retroactively affect existing proposals that were created from it — only new proposals will receive the updated defaults.

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Additive vs. Progressive Proposal Types

The Proposal Type set on a template (Additive or Progressive) controls how a customer’s option selections are recorded when the proposal is later worked, specifically what happens when you mark an option as Approved.

Proposal Type	Approval behavior
Additive	Marking an option as Approved does not affect the other options. You can mark more than one option as Approved at the same time.
Progressive	Approval is limited to a single option. Marking one option as Approved automatically sets it as the proposal’s approved option and clears the approved flag from every other option; the remaining option checkboxes are then disabled so only the chosen option stays approved.

With a Progressive template, the moment you check an option’s Approved box that option becomes the sole approved option and the other options’ Approved checkboxes are greyed out. To switch to a different option, uncheck the currently approved one first.

With an Additive template, the Approved checkboxes act independently — checking one never disables or unchecks the others.

Note

This behavior is determined entirely by the template’s Proposal Type. It does not change which line items are carried into a Work Order on conversion. When you convert, a Select Options to Import dialog lets you choose which options to copy; the option(s) you marked Approved are pre-selected by default, but you can import any combination of options regardless of Proposal Type.

8. Communications

The communications table appears embedded within lead, work order, customer, job, service contract, and vendor screens throughout the system. It provides a centralized log of every interaction with a customer or vendor.

Note

A logged communication is a manual record about an interaction. When your organization has RingCentral connected, phone calls that match a customer or lead are also logged here automatically, complete with call-recording playback — see Phone Calls (RingCentral) below. To send and receive SMS/MMS text messages with customers, use Text Messages below.

Logging a Communication

Click the + button in the communications table to open the Create Communication dialog.

Fields

Field	Description	Required
Occurred At	The date and time the communication took place	Yes
Type	The type of interaction (e.g., Phone Call, Email, Text)	No
Status	The outcome or status of the communication (e.g., Reached, Left Voicemail)	No
Priority	Importance level: Lowest, Low, Medium, High, Highest	No
Direction	Whether the communication was Inbound (customer contacted you) or Outbound (you contacted customer)	No
Resulting Sentiment	The tone of the interaction: Negative, Neutral, or Positive	No
Requested Documentation	Check if the customer requested documents during this communication	No
Followup Required	Check if a follow-up action is needed	No
Followup Date/Time	When the follow-up should happen (required if Followup Required is checked)	If Followup
Followup User	The user responsible for the follow-up	If Followup
Notes	Detailed notes about the conversation	No

The communication is automatically linked to context it was opened from (e.g., if opened from a lead, it is linked to that lead). You can also manually link to related records:

Field	Description
Work Order	Link to a specific work order
Job	Link to a specific job
Appointment	Link to a specific appointment
Appointment Confirmation	Link to a specific confirmation (when selected, auto-fills Occurred At and Communication Type)
Lead	Link to a specific lead

Tip

When logging a communication from an appointment confirmation, the Occurred At date/time and Communication Type are automatically filled in based on the confirmation type (phone, text, or email).

Communications Table

The table shows all communications in reverse chronological order. Expand any row to see the full notes. Columns include:

• Occurred At
• User (who logged it)
• Type, Direction, Status, Priority, Resulting Sentiment
• Requested Documentation, Followup Required, Followup Time, Followup User
• Linked Service Contract, Work Order, Job, Appointment, Apt Confirmation, Lead
• Edit and Delete action buttons (subject to permissions)

Phone Calls (RingCentral)

When your organization connects RingCentral (Administration → Integrations — see the Administration & Utilities guide), phone features appear throughout CRM: you can dial customers with one click, an incoming-call card pops with the caller’s details, and every matched call is logged automatically as a communication with playback of its recording.

Click-to-Dial

When RingCentral is connected, phone numbers shown on customer and related records become click-to-dial links. Clicking a number asks RingCentral to ring your own RingCentral desktop app or desk phone first, then connects the customer once you pick up — so the call is placed from your extension and captured like any other call.

If RingCentral cannot place the call directly (you have no online desktop app or desk phone, or RingCentral refuses), the application instead opens your own RingCentral app on the number and tells you why.

Note

Click-to-dial requires your user to have a RingCentral extension set in Administration → Manage Users. A number must include an area code (at least 10 digits) to be dialed. Premium-rate and certain high-toll area codes cannot be dialed, and there is a modest per-user limit on how many calls you can place in a short window.

Incoming-Call Screen Pop

When a call comes in, an Incoming Call card appears in the lower-left corner (subject to your Phone Call Screen Pop setting — see the Administration & Utilities guide, User Settings → Profile). The card shows:

• The caller’s phone number (click it to call back), and whether they are an Existing Customer or a New Caller.
• For a matched customer: their name and address, the matched service location, and their account balance (shown as amount due or credit).

Quick actions on the card:

Action	Availability	What it does
Customer Profile	Matched customer	Opens the caller’s customer profile.
Create Work Order	Matched customer	Starts a new work order for the caller’s customer and site, linking this call to it.
Create Lead	Matched customer, and you have access to the Manage Leads screen	Starts a new lead for the customer, pre-filled with the marketing line’s campaign when the call came in on one.
Create New Customer	New (unmatched) caller, and you have access to the Manage Customers screen	Starts a new customer pre-filled with the caller’s number; the call links to the customer automatically once their phone number matches.

Up to three call cards stack at once; each can be minimized and closes on its own after a short time.

Automatic Call Logging

When a call ends, if it matched a customer or lead the application automatically creates one communication for the call — for inbound and outbound calls alike. Missed calls and voicemails are logged too and are flagged Followup Required so they surface in your follow-up filters. The communication is created with the direction of the call, the CRM default phone-call communication type, Medium priority, and notes recording the call’s result (Answered, Missed, or Voicemail). The person credited as handling the call (the longest talker at or above your organization’s talk-time threshold) is recorded as the communication’s user.

The communication appears on the customer’s (or lead’s) Communications table like any other, and can be edited or linked to a work order, job, or appointment there.

Call Recording Playback

RingCentral records each leg of a call (each person’s part of the conversation is recorded separately). Expand a call’s communication in the Communications table to see a Call Recording block. Each row lists the people on that part of the call, its result, and its talk time, with a Play recording button. Playback is available only for parts that have a stored recording; if playback fails, use Retry playback.

AI Call Summaries

If your organization has turned on AI Call Summaries (Administration → Integrations → RingCentral → Configure), recorded calls are transcribed automatically and the call’s communication is updated with a plain-language summary in its notes, an overall customer sentiment (Positive, Neutral, or Negative), and a follow-up flag when the call left something unresolved. Summaries apply only to calls that end after the feature is turned on.

Phone Calls Screen

Navigation: CRM → Phone Calls

The Phone Calls screen lists RingCentral calls with two tabs:

• My Recent Calls — calls you handled.
• Unmatched Calls — organization-wide calls that were not matched to a customer or lead (the loose ends), from the trailing 90 days.

Column	Description
Time	When the call started.
Direction	Inbound or Outbound.
From / To	The calling and receiving numbers.
Result	Answered, Missed, or Voicemail.
Duration	Call length (mm:ss).
Customer	The matched customer (a link to their record), when matched.
Marketing Line	The campaign the call is credited to, when it came in on a marketing number.
Handled By	The person credited with handling the call.

Use the refresh button to reload the current tab. On the Unmatched Calls tab, each row has a Link to customer action: click it, choose the customer, and click Link. Linking creates or moves the call’s communication onto that customer and marks the call as handled manually.

Phone Reports

Navigation: CRM → Phone Reports

Phone Reports measures marketing-line calls and CSR call handling. Choose a From and To date and click Run. The KPI cards summarize the range (Marketing Calls, Booked Work Orders, Invoiced Revenue, Pipeline Value).

Campaign Performance — calls to your marketing lines in the range, by campaign:

Column	Description
Campaign	The marketing line’s campaign (lead source).
Calls / Answered / Missed	Call counts in the range.
Leads	Leads created for the campaign in the range.
Booked WOs	Work orders credited to the campaign (exact links plus inferred, within the attribution window).
Invoiced Revenue	Invoiced revenue on credited work orders.
Of Which Inferred	The portion of invoiced revenue credited by the attribution window rather than by a direct link (a subset of Invoiced Revenue, not additional).
Pipeline Value	Value of credited work orders not yet invoiced.

A work order is credited to a call when it is linked to that call directly (for example, created from the call’s screen pop), when it comes from a lead carrying the campaign, or — otherwise — when it is created for the same customer within the Marketing Attribution Window (shown as inferred). Each call is credited to at most one inferred booking.

CSR Performance — per-person call handling in the range:

Column	Description
Person	The staff member.
Calls Handled	Calls they answered.
Talk Time	Total time on calls.
Avg Answer (s)	Average time to answer a ringing call.
Missed Rings	Inbound calls that rang them and nobody took.
Bookings	Work orders they created for a customer whose call they handled.
Booked Invoiced Revenue	Invoiced revenue on those bookings.

Note

CSR bookings and revenue count only work orders that are directly linked to a call the person actually handled; the attribution window is never used to assign CSR credit.

Text Messages

Navigation: CRM → Text Messages

The Text Messages screen is a shared, two-way SMS/MMS inbox for the whole organization. Everyone with access sees the same conversations, so any staff member can pick up a thread. Texting must be enabled and a texting phone number provisioned for your organization before messages can be sent or received (see Texting in Administration).

Unlike a logged communication (a manual note about an interaction), a text message here is the actual message sent to and received from the customer’s phone.

The inbox

The left pane lists conversations, newest activity first. Three filters (toggle buttons at the top) control which conversations you see:

Filter	Shows
Unhandled	Conversations no one has claimed or marked handled yet — the shared work queue
Mine	Conversations you have claimed (or last replied to)
All	Every conversation

Each row shows the customer name (or the phone number if no customer is linked), a preview of the last message, and the time. A colored dot marks a conversation with unread incoming messages; an Unhandled chip marks unclaimed threads; a small initials avatar shows who is handling a claimed thread. Use the Search conversations box to filter by name, phone number, or message text, and Load more conversations to page through older threads.

Reading and replying to a thread

Click a conversation to open its thread on the right. Incoming (customer) messages appear on the left, your organization’s outgoing messages on the right; each outgoing bubble shows whether it was sent by a staff member (by name) or sent Automated (a reminder/confirmation). Opening a thread marks it read. Use Load older messages to see earlier history.

Type in the composer at the bottom and press Enter (or the send button) to reply; Shift+Enter inserts a line break. A live counter shows the character count and how many billable segments the message will use — one segment holds 160 characters, or 70 if the message contains an emoji or other special character; longer messages are split and each segment is billed separately.

Outgoing messages show a delivery status:

Status	Meaning
Queued	Handed to the carrier, not yet sent
Sent	Left the messaging service, delivery not yet confirmed
Delivered	Reached the recipient’s carrier
Failed	Could not be delivered — hover for the reason (for example, the recipient has unsubscribed, the number is a landline, or the carrier filtered the message as spam)

If a teammate is viewing the same thread, their initials appear at the top (”… is also viewing”). If someone else has claimed the conversation, a warning banner names them, and sending a reply asks you to confirm before it takes the conversation over and assigns it to you.

Claiming and handling

• Claim / mark handled (check icon in the thread header) assigns the conversation to you and removes it from the Unhandled queue. Replying to an unclaimed thread also claims it automatically.
• Mark unhandled returns a handled conversation to the shared queue.

The app bar shows a Text Messages badge with the count of unhandled conversations. When a new message arrives on a conversation you own, a pop-up notification appears with Reply and Customer Profile actions.

Linking a conversation to a customer

Incoming texts are matched to a customer automatically by phone number. If no customer matched (for example, the customer record was created after the text arrived), the thread header shows a Link to customer action that re-checks the number and links the conversation. When a conversation is linked, a Customer Profile action opens that customer.

Sending texts from a customer record

Open a customer in Manage Customers and choose the Texts tab to text that customer directly. The tab shows the same conversation thread and composer, addressed to the customer’s cell (or home) phone. The first message you send starts a new conversation if none exists.

Picture messages (MMS)

• Sending images: from a customer’s Texts tab, the attach (paperclip) button opens Attach customer images, a picker of the images already on that customer’s account (the same images shown on the Attachments tab). Selected images are queued as chips below the composer and sent with your next message. A message can be image-only (no text).
• Receiving images: images the customer sends appear inline in the thread; click one to view it full size. Hover an incoming image and use Save to customer files to file it to the customer (optionally to one of their site addresses) under an access class, so it joins the customer’s attachments.

Opt-outs and compliance

Customers can stop and resume texts themselves by replying STOP (opts out) or START (opts back in). An opted-out number is blocked from all sends — replies, reminders, and confirmations — and the composer disables itself with an explanation. Only the customer’s own START text can re-enable a number; staff cannot opt a number back in. Staff with the texting-settings permission can mark a number opted out on the customer’s request using Mark number opted out in the composer.

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9. CRM Settings

Navigation: CRM → Settings

CRM Settings is the administrative configuration screen. Only users with the Edit CRM Settings permission can change the global settings. Reference data (statuses, types, stages, etc.) can be managed by any user with the appropriate Create, Edit, and Delete permissions for those specific items.

Global Settings

These settings save automatically when you leave a field.

Field	Description	Required
Default Phone Call Communication Type	The communication type applied to communications the system logs automatically for phone activity — logged phone calls (including calls synced from the phone system) and phone appointment confirmations	Yes
Default Text Communication Type	The communication type applied to communications the system logs automatically for customer text messages. If it is not set, incoming and outgoing texts are not written to the Communications tabs	Yes
Default Email Communication Type	The communication type applied to communications the system logs automatically for outbound emails, such as email appointment confirmations	Yes
Proposal Lead Value	Determines how the Proposal Value on a lead is calculated from its latest-revision proposals’ totals: Avg (average), Max (highest), or Min (lowest)	Yes

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Reference Data Tabs

The lower section contains tabs for managing all lookup tables used in the CRM module.

Communication Statuses

Statuses represent the outcome or current state of a communication (e.g., Reached, Left Voicemail, No Answer, Completed).

Field	Description	Required
Name	Status name displayed in the communication form	Yes

Communication Types

Types classify the channel or method of communication (e.g., Phone Call, Email, Text, In-Person Meeting, Video Call).

Field	Description	Required
Name	Type name displayed in the communication form	Yes

System-defined communication types (those seeded by the system, such as the ones used for automatic call, text, and email logging) are shown in the list but cannot be edited or deleted.

Lead Departments

Departments allow leads to be categorized by the internal department or business line responsible for them.

Field	Description	Required
Name	Department name	Yes

Departments have no ordering control; they are listed alphabetically by name.

Lead Stages

Stages define the steps in your sales pipeline. Every lead progresses (or regresses) through these stages, and the pipeline funnel chart on the dashboard visualizes the count of leads at each stage.

Field	Description	Required
Name	Stage name (e.g., “Prospect”, “Contacted”, “Qualified”, “Proposal Sent”, “Won”)	Yes
Sequence Number	The order of the stage in the pipeline	Auto-calculated

Stages can be reordered by dragging and dropping rows in the table. The sequence number updates automatically.

Caution

Stage sequence determines the order displayed on the lead form’s progress bar and on the dashboard funnel chart. Think carefully before reordering stages, as this affects all existing leads.

Lead Sources

Sources identify how a lead was acquired (e.g., Website, Referral, Trade Show, Cold Call, Google Ad).

Field	Description	Required
Name	Source name displayed in the lead form	Yes

Lead Types

Types classify leads and supply scheduling defaults. Selecting a type on a lead fills in the type’s default department and stage (see §5). Each type is created, edited, and deleted from this tab.

Field	Description	Required
Name	Lead type name shown in the lead form	Yes
Default Duration (mins)	Default appointment length, in minutes, used when scheduling a lead appointment of this type (defaults to 60)	No
Default Lead Department	Department pre-filled on a lead when this type is chosen	No
Default Lead Stage	Pipeline stage pre-filled on a lead when this type is chosen	No

A lead type can also carry Skill Requirements (a skill, whether it is required, and an optional travel-time penalty). These are used by the route optimizer when suggesting a technician for lead appointments and are described with the dispatch-board route optimization features.

Lead Unqualified Reasons

When a lead is marked as unqualified or lost, the user selects a reason. These reasons are tracked in the dashboard’s Unqualified Leads pie chart to identify patterns.

Field	Description	Required
Reason	The reason text (e.g., “Budget too low”, “Wrong timing”, “Went with competitor”)	Yes

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10. Permissions

For the complete list of permissions in this module and what each one allows, see the Permissions Reference.

Access to each screen and action is controlled by role-based permissions. If a button is grayed out or unavailable, your user account may not have the required permission.

Action	Permission Required
View the CRM Dashboard	CRM Dashboard
View leads	View Lead
Create leads	Create Lead
Edit leads / link records	Edit Lead
Delete leads	Delete Lead
View proposals	View Proposal
Create proposals	Create Proposal
Edit / revise proposals	Edit Proposal
Delete proposals	Delete Proposal
View proposal templates	View Proposal Template
Create / edit templates	Create Proposal Template / Edit Proposal Template
Delete templates	Delete Proposal Template
Log communications	Create Communication
Edit communications	Edit Communication
Delete communications	Delete Communication
Edit global CRM settings	Edit CRM Settings
Manage communication statuses/types	Create / Edit / Delete Communication Status and Communication Type
Manage lead stages/sources/departments	Create / Edit / Delete Lead Stage, Lead Source, and Lead Department
Manage lead unqualified reasons	Create / Edit / Delete Lead Unqualified Reason
View lead types	View Lead Type
Manage lead types	Create / Edit / Delete Lead Type
View the Phone Calls screen	Phone Calls
View the Phone Reports screen	Phone Reports
View and triage the texting inbox (claim / mark read / mark handled), no sending	View Text Messages
Send and receive customer text messages (shared inbox)	Text Messages
Configure organization texting (enablement, reminders, quiet hours, opt-outs)	Manage Texting Settings

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11. Worked Examples

Example 1: Lead Through Proposal to Work Order Conversion

Scenario: Riverside Medical Center contacts Precision Mechanical about replacing their rooftop HVAC units. Jeff Allen (Salesman) manages the opportunity from first contact through work order creation.

Step 1 — Create the lead:

1. Jeff navigates to CRM → Manage Leads and clicks +.
2. Customer = Riverside Medical Center, Site = 200 Health Center Blvd.
3. Stage = Prospect, Quality Grade = A, Potential Value = $52,000.
4. Source = Referral, Department = HVAC.
5. Salesmen = Jeff Allen.
6. Notes = “Facility manager Dr. Patel requested evaluation of 4 aging RTUs on the main building.”
7. Click Create. Lead L-820 is created.

Step 2 — Log communications and advance the stage:

1. Jeff calls Dr. Patel. On the Communications tab, he clicks +:
   • Occurred At = 02/03/2026, 2:15 PM, Type = Phone Call, Status = Reached, Direction = Outbound
   • Sentiment = Positive, Notes = “Dr. Patel confirmed budget approval for Q2. Wants proposal by Feb 15.”
   • Followup Required = ✓, Followup Date = 02/10/2026, Followup User = Jeff Allen
2. Jeff clicks the Contacted stage on the progress bar → status advances from Prospect to Contacted.
3. After site visit: clicks Qualified on the progress bar.

Step 3 — Create a proposal:

1. Navigate to CRM → Manage Proposals and click +.
2. Customer = Riverside Medical Center, Site = 200 Health Center Blvd.
3. Template = HVAC Replacement (its Conversion Type is Work Order, inherited from the template).
4. The template populates two options:

Option A — Standard Replacement ($48,000):

Line Item Type	Description	Qty	Unit Sell	Extended Sell
Material	Carrier 48TC 5-ton RTU	4	$6,200	$24,800
Labor Sell	Installation Labor	120 hrs	$108/hr	$12,960
Material	Ductwork Modifications	1	$5,240	$5,240
Dynamic Charge	Crane Rental	1	$5,000	$5,000
Total				$48,000

Option B — Premium Replacement ($52,000): Same as Option A but with higher-efficiency units at $7,200 each and extended warranty.

5. Click Save as Draft.

Step 4 — Submit and convert:

1. Jeff reviews with Tom (Service Manager), then changes the status to Submitted.
2. Advances lead stage to Proposal Sent.
3. Dr. Patel accepts Option B. Jeff changes the proposal status to Approved, marks Option B as Approved.
4. Advances lead stage to Won and checks Won on the lead.
5. Opens Actions → Convert to Work Order. In the Select Options to Import dialog, Option B is pre-selected because it is marked Approved. Jeff confirms, and the Work Order create screen opens seeded with Option B’s line items; saving it creates WO-2250.

Result: Lead L-820 shows: Proposal Value = $52,000 (auto-calculated from the linked proposal) and Status = Won (because Jeff manually checked Won in Step 4). Converting a proposal links the new work order and refreshes the lead’s Actual Value, but it does not automatically mark the lead Won — that remains a separate manual step. WO-2250 is ready for scheduling.

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Example 2: Pipeline Management and Lost Leads

Scenario: Jeff Allen reviews his pipeline during the weekly sales meeting, analyzing the funnel and addressing stalled leads.

Step 1 — Review the CRM Dashboard:

1. Navigate to CRM → Dashboard, set date range to last 90 days.

2. Lead Stage Drop-Off Funnel shows:

   • Prospect: 45 leads
   • Contacted: 38 leads (16% drop-off)
   • Qualified: 22 leads (42% drop-off — significant)
   • Proposal Sent: 18 leads
   • Negotiation: 10 leads
   • Won: 7 leads

3. Key insight: The biggest drop-off is Contacted → Qualified (42%). Jeff investigates.

4. Leads by Campaign shows:

   • Website: 18 leads, 3 won ($45,000)
   • Referral: 12 leads, 3 won ($89,000) — highest value per lead
   • Trade Show: 15 leads, 1 won ($12,000) — lowest conversion

5. Unqualified Leads by Reason:

   • “Budget too low”: 8 leads (35%)
   • “Went with competitor”: 6 leads (26%)
   • “Wrong timing”: 5 leads (22%)
   • “No response”: 4 leads (17%)

Step 2 — Address stalled leads:

1. Jeff filters the lead list by Stage = Contacted to find the 16 leads that haven’t moved.
2. Opens Lead L-795 (Metro Restaurant Group) — last communication was 3 weeks ago.
3. Logs a new follow-up call. Status = Left Voicemail. Sets Followup Date = next Tuesday.
4. Opens Lead L-801 (Bayview Hotel) — notes say “budget not approved until July.”
5. Updates stage to Qualified with Quality Grade = C, adds note: “Follow up in July.”

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Example 3: Multi-Revision Proposal with Template

Scenario: Davis Property Management wants HVAC maintenance for 3 buildings. Jeff creates a proposal, Davis requests changes, and Jeff submits a revised version.

Step 1 — Create initial proposal (Revision 1):

1. Navigate to Manage Proposals → Create.
2. Customer = Davis Property Management, Site = Davis Office Complex — 500 Commerce Dr.
3. Template = Multi-Building Maintenance (its Conversion Type is Work Order, inherited from the template).
4. Template populates with a single option. Jeff adjusts:
   • 3 buildings × quarterly checkups = 12 visits/year
   • Labor: 12 visits × 3 hrs × $95/hr = $3,420
   • Materials: $1,200 estimated (filters/belts)
   • Total: $4,620/year
5. Click Save (Draft). Proposal P-310, Revision 1.

Step 2 — Submit and get feedback:

1. Jeff changes the status to Submitted.
2. Davis replies: “Can you add after-hours emergency coverage and reduce to semi-annual visits?”

Step 3 — Create Revision 2:

1. Jeff opens P-310 and clicks Edit. (Because this template has Revise on Edit enabled and Jeff changes financial fields, the system will create Revision 2 when he saves — not on opening the editor.)
2. Changes:
   • Reduce visits from 12 to 6 (semi-annual)
   • Add a new line: “After-Hours Emergency Coverage — $1,800/year” (Dynamic Charge)
   • Revised labor: 6 visits × 3 hrs × $95/hr = $1,710
   • Materials: $600 (reduced visits)
   • New Total: $4,110/year
3. Click Save.

Step 4 — Davis accepts Revision 2:

1. Jeff changes Revision 2 status to Submitted.
2. Davis accepts. Jeff changes the status to Approved, then opens Actions → Convert to Work Order; in the Select Options to Import dialog the Approved option is pre-selected, and confirming opens the Work Order create screen seeded from the proposal, where saving creates the work order.

Proposal history preserved:

Revision	Status	Total	Key Differences
Rev 1	Submitted	$4,620	12 quarterly visits, no emergency
Rev 2	Approved	$4,110	6 semi-annual visits + emergency coverage

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12. Business Rules

Rules are grouped by category.

Constraints

• Conversion Preconditions — A proposal can be converted to a Work Order once its Conversion Type is Work Order, it has not already been converted, and you have the Create Work Order permission. On conversion you choose which options to import (the option(s) marked Approved are pre-selected by default), and the selected options’ line items are carried into the Work Order. There is no check on a proposal-level “status” field before conversion.
• Conversion Type Required — Every proposal must have a Conversion Type, inherited from the selected Proposal Template.
• Customer and Site Required — Leads and proposals require a customer and site before creation.
• Texting Enablement Required — Text messages can be sent only when texting is enabled for the organization and a texting phone number is provisioned. Without both, all send surfaces are disabled.
• Opt-Out Blocks All Sends — A number that has opted out (texted STOP, or was marked opted out by staff) is blocked from every text — replies, reminders, and confirmations. Only the customer’s own START text can re-enable it; staff cannot opt a number back in.

Automations

• Proposal Value Calculation — Proposal Value auto-calculates from linked proposals using the configured method (Avg/Max/Min).
• Actual Value from Linked Records — Actual Value auto-calculates from work orders, invoices, and job contract amounts linked to the lead. Cancelled work orders and voided invoices are excluded.
• Revision on Edit — When the proposal’s Revise on Edit setting is on, editing financial fields creates a new revision automatically; the original is preserved.
• Template Population — Selecting a proposal template auto-populates options and line items into the new proposal.
• Automatic Call Communication — When a RingCentral call ends and it matched a customer or lead, the system creates one communication for the call (inbound and outbound). Missed calls and voicemails are logged and flagged Followup Required. Only one communication is created per call.
• Call Handler Election — A call is credited to the person who talked the longest, provided they talked at least the organization’s Handler Talk Time Threshold. A quick answer-and-transfer does not count as handling the call. If a call was answered but no one met the threshold, it falls back to the person who answered earliest. A call that was never answered has no handler.
• AI Call Summary — When AI Call Summaries is enabled, a recorded call’s communication is updated with a summary (in notes), a customer sentiment, and a follow-up flag. Only calls ending after the feature is turned on are summarized.
• Automatic Customer Matching — Incoming texts are matched to a customer by phone number automatically. Unmatched conversations can be linked later with Link to customer, which re-runs the phone match.
• Reply Auto-Claims — Replying to an unclaimed conversation, or to one another staff member owns, assigns (claims) it to the replying user and removes it from the Unhandled queue.

Workflows

• Lead Pipeline — Lead progresses through configured stages: Prospect → Contacted → Qualified → Proposal Sent → Negotiation → Won/Lost.
• Proposal Lifecycle — Draft → Submitted → Pending → Approved/Rejected/Withdrawn.
• Shared Inbox Triage — Incoming texts land in a shared inbox as Unhandled. A staff member claims a conversation (or replies, which claims it), handles it, and marks it handled; it can be returned to the queue with Mark unhandled.

Cross-Module Effects

• Proposal to Work Order — Approved proposals with Conversion Type = Work Order create WOs in Service with copied customer, site, and line items.
• Actual Value Feedback — Invoices, WO revenue, and job contract amounts linked to a lead update the lead’s Actual Value, closing the opportunity-to-revenue loop. Cancelled WOs and voided invoices are excluded.
• Marketing-Line Attribution — A work order is credited to a marketing-line call when it is directly linked to that call, when it comes from a lead carrying the campaign, or when it is created for the same customer within the Marketing Attribution Window (inferred). Each call is credited to at most one inferred booking.

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13. Troubleshooting / FAQ

Q: I can’t convert a proposal — the Convert button is disabled. The Convert to Work Order action is enabled only when the proposal’s Conversion Type is Work Order, it has not already been converted, and you have the Create Work Order permission (see Conversion Preconditions). Check the proposal’s Conversion Type and that it hasn’t already been converted. (On conversion you choose which options to import — the option(s) marked Approved are pre-selected — and the selected options’ line items are carried into the Work Order.)

Q: The system requires a Conversion Type but I haven’t set one. Every proposal must have a Conversion Type, which is inherited from the selected Proposal Template (see Conversion Type Required). Select a template with the appropriate conversion type.

Q: I can’t create a lead — “Customer and Site required.” Both customer and site are required fields on leads and proposals (see Customer and Site Required). Search for the customer first (or use inline create for new customers), then select a site address.

Q: I edited a proposal but my changes created a new revision instead of updating the original. This is by design (see Revision on Edit). When the proposal’s Revise on Edit setting is on, editing financial fields creates a new revision to preserve a complete history. The original revision is still accessible. Use the Latest Revisions Only toggle on the search screen to filter out older versions.

Q: The lead’s Proposal Value doesn’t match what I entered on the proposal. Proposal Value auto-calculates from linked proposals using the configured method — Average, Max, or Min (see Proposal Value Calculation). If multiple proposals are linked to the lead, the value reflects the calculation method, not a single proposal’s total.

Q: A converted work order is missing line items from the proposal. During conversion a Select Options to Import dialog lets you choose which options to copy into the work order (options marked Approved are pre-selected). If line items are missing, confirm the option was checked in that dialog; if items are still missing, check whether the option had its line items fully populated.

Q: My pipeline shows a big drop-off at a specific stage. Review the Unqualified Leads by Reason chart on the CRM Dashboard to understand why leads are falling out. Common causes: budget too low, wrong timing, or competitor wins. Use this data to adjust qualification criteria or sales approach.

Q: Phone numbers aren’t clickable / click-to-dial does nothing. Click-to-dial appears only when your organization has RingCentral connected and your user has a RingCentral extension set in Administration → Manage Users. The number must include an area code. If RingCentral can’t ring your desk phone or desktop app, the application opens your own RingCentral app on the number instead and tells you why.

Q: A call didn’t create a communication. A communication is created automatically only when the call matched a customer or lead by phone number (see Automatic Call Communication). Unmatched calls appear on CRM → Phone Calls → Unmatched Calls; use Link to customer there to attach the call (and create its communication).

Q: I turned on AI Call Summaries but calls aren’t being summarized. Summaries require call recording to be enabled in your RingCentral admin console, and apply only to calls that end after you turn the feature on (see AI Call Summary). The Configure dialog warns you when no recordings have arrived.

Q: Booked work orders in Phone Reports look too high or too low. A work order is credited to a call by direct link, through its lead’s campaign, or by the Marketing Attribution Window (see Marketing-Line Attribution). The “Of Which Inferred” column shows how much revenue came from the window rather than a direct link. Adjust the window in Administration → Integrations → RingCentral → Configure.

Q: The message composer is disabled / greyed out. A text can’t be sent when any of these is true: you lack the Text Messages send permission; texting isn’t enabled for your organization or no texting number is provisioned; the customer has no phone number on file; or the customer has opted out (replied STOP). The composer shows the specific reason above it (see Texting Enablement Required and Opt-Out Blocks All Sends).

Q: A customer texted but no conversation is linked to them. Incoming texts are matched to a customer by phone number. If the customer was added after the text arrived, open the thread and use Link to customer in the header to re-check the number and link it (see Automatic Customer Matching).

Q: A message shows “Failed” after it looked like it sent. Delivery is confirmed after the fact, so a failure can appear a moment later. Hover the Failed label for the reason — common causes are the recipient having unsubscribed (texted STOP), a landline or unreachable number, or the carrier filtering the message as spam.

Q: Why did one text count as more than one segment? Texts are billed per segment: one segment holds 160 characters, or only 70 if the message includes an emoji or other special character. Longer messages split into multiple segments (153 characters each, 67 with special characters), and each is billed separately from your organization’s credits.

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14. Tips & Notes

Creating and progressing a lead

1. Navigate to Manage Leads → Create.
2. Search for and select the customer (or use the inline create option if it’s a new customer).
3. Select the customer’s site address.
4. Set the Stage to the appropriate starting point in your pipeline, assign a Quality Grade and Potential Value, and select the Source.
5. Assign one or more Salesmen.
6. Click Create to save.
7. As the opportunity progresses, open the lead in edit mode and click the appropriate stage on the progress bar to advance it, or check Won when the business is confirmed.

Building a proposal from a template

1. Navigate to Manage Proposals → Create.
2. Select the customer and site address.
3. Choose a Proposal Template — the options and line items populate automatically.
4. Review each option’s line items and adjust quantities, prices, and descriptions as needed.
5. Click Save to save as a Draft.
6. When ready to send, click Submit to change the status to Submitted.
7. When the customer responds, update the status to Approved, Rejected, or Withdrawn.
8. If Approved, choose Actions → Convert to Work Order to seed a new work order from the proposal.

Logging a follow-up communication

1. Open the lead, work order, or appointment record.
2. In the Communications tab, click +.
3. Set Occurred At to when the call/email/text happened.
4. Select the Type and Status, and add your Notes.
5. Check Followup Required, then set the Followup Date/Time and Followup User.
6. Save the communication.
7. The follow-up details (Followup Required, Date/Time, User) are stored and displayed on the communication record itself. There is no dashboard, schedule, or notification that surfaces the follow-up to the assigned user — review the communication record directly to act on follow-ups.

Managing your pipeline health

Use the CRM Dashboard to monitor pipeline health regularly:

• The Lead Stage Drop-Off funnel shows where prospects are stalling — if a large number of leads are stuck at a particular stage, investigate and address the bottleneck.
• Leads by User and Leads by Campaign show which salesmen and channels are producing results.
• The Proposal $ charts show the dollar value sitting in each proposal status — watch the Submitted and Approved slices for opportunities ready to close.
• Unqualified Leads by Reason reveals systemic issues (e.g., consistently losing on price).