How this system is put together

It takes in enquiries, helps you qualify them and passes them on to whoever works on them. What an enquiry is, which details it carries and what happens to it are yours to set up. No industry is built in.

Everything revolves around the record

A record is one single case in your account: the enquiry from your website, the outcome of a phone call, a row from an imported spreadsheet. It carries fields with values, an assignee, notes, documents and a history of who changed what and when. You find all of them together under Record list.

An entity decides which details exist

Before the first record exists, you describe once what it consists of: first name, phone, postcode, order value, whatever you need. That description is called an entity. You can keep several of them if one account runs several lines of business, and each gets its own fields. See Entities.

Modules decide what your account can do

Records, fields, documents, team and the API belong to the core and are always there. Beyond that, every capability is booked separately: the board with pipelines, automation, bulk email, passing records to partners, signatures, forms and maps. What is switched on for you is listed in your account settings under Account.

The path a record takes

It arrives through a form, the API or an import. It lands in a stage, meaning one step of your process. From there someone moves it on, or an automation does it by a rule you set. At the end stands the outcome: a quote, a handover to a partner, a signed contract, a lost case.

Step by step

1. Create an entity and describe the fields you actually want to work with.
2. Set up a pipeline with the stages of your process.
3. Connect your source: a form, the API or an import.
4. Invite your team and give everyone a role.
5. Add your outgoing mail account so messages go out in your name.

Do I need to know how to code?

No. Entities, fields, pipelines and automations are set up in the interface. Code only comes in when you send records from your own system through the API, and even then it is a single call.

Which industry is this built for?

None in particular. There are no fields built in for a specific line of business. Someone selling charging stations creates different fields from someone arranging removals, and both get the same software.

What is the difference between a record and an entity?

The entity is the description, the record is the individual case. Rather like a blank form and a filled one: the entity says there is a field called phone, the record carries the number.

Can I run several lines of business in one account?

Yes, through several entities with their own fields and pipelines. Separate billing, separate teams or separate permissions need separate accounts; you switch between them at the top left.

What happens to data I no longer need?

You set retention periods. Once one runs out, a record is anonymised or deleted, and a record of that stays. See Retention.

Where do I start?

With the entity. Everything else hangs off it: without fields there is nothing to filter by, nothing to pass on and nothing to put into a message.