CRM setup
Shape your contact records: the companies behind them, extra fields, where a new enquiry goes, and possible duplicates.
Where to find it
Settings › CRM setup
Open this screen
Steps
- Open Settings › CRM setup.
- Under Accounts, add the companies behind your contacts.
- Under Extra fields on a contact, add the fields your business records (admins and managers).
- Check Possible duplicates and press Merge where two records are the same person.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Accounts | The organisations behind the contacts, matched by company name. | — |
| Extra fields on a contact | Fields shown on every contact record and filled in from the agent desktop. | — |
| Where a new enquiry goes | Rules that assign a new lead by source and country, highest priority first. Shown only where your role and the service allow it. | — |
| Possible duplicates | Contacts that look like the same person twice. Shown only when there are some. | — |
Troubleshooting
Where a new enquiry goes is not shown.
Lead rules are shared across the service; when several organisations use it, only the platform operator manages them.
Possible duplicates is not shown.
No duplicates were found.
Tips
- A website form can post a lead to /api/crm/leads/capture with a phone or email address, and optionally a source and country. No sign-in is needed.
Good to know
- This page does not connect an outside CRM; it sets up the contact records in Call.
Related how-tos
- Add accounts (companies) Record the companies behind your contacts so you can see how many contacts each one has.
- Merge duplicate contacts Combine two records of the same person without losing their calls, notes or appointments.
- Prospects (phone book) See everyone your team calls in one list or pipeline board, find a contact, move them between stages and open their record.