> For the complete documentation index, see [llms.txt](https://imbrace.gitbook.io/imbrace-documentation/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://imbrace.gitbook.io/imbrace-documentation/crm.md). # CRM CRM stores and manages your customer and business records in configurable boards. Each board displays its records in a table, and each record opens into a detail page where you can edit its fields and link it to related records. **Accessing CRM** 1. From the main navigation menu, click **Applications**. 2. The menu expands to show Conversations, CRM and Marketing Campaigns. 3. Select **CRM**. The Contacts board opens by default.

### CRM Boards Use the board selector at the top left of the CRM page to switch between boards.

Board	What it stores
Contacts	Individual customers and leads, with their contact details and conversation history
Companies	Organisations your contacts belong to
Opportunities	Potential deals, with priority, stage, owner and estimated value
Opt-out	Customers who have opted out of selected services
Tasks	Follow-up work linked to contacts, opportunities or products
Product	Products or services you sell, with price and stock details

**Switching Boards** 1. Click the board selector. 2. Select a board from the list, or type its name in the **Search** box to find it. 3. The table updates to show the records on the selected board. ### Viewing Records Records on the selected board are displayed in a table, one row per record.

1. Click a column header's sort arrows to sort the table by that column. 2. Click pencil icon ito open its detail page and make changes, if needed.

**Moving Between Pages** The controls at the bottom of the table let you move through large boards.

* **Display per page** — choose how many records each page shows (for example, 20). * **On page** — type a page number to jump straight to it. * **Page numbers and arrows** — click a page number, or use the < and > arrows to go to the previous or next page. ### CRM Toolbar The icons at the top right of the CRM page apply to the board you have selected.

Icon	Action
Settings	Open the board menu: Edit Board, Automation, Export, Import and Delete. See Board Settings.
Filter	Filter records and create segments (groups of contacts). See Segmentation.
Segmentation	Create and apply segments (groups of contacts).
Search	Find a record by keyword.
+	Create a new record on the current board.

### Board Settings Click the **Settings** icon on the toolbar to open the board menu.

* **Edit Board** — change the board's settings and fields, such as adding, renaming or reordering columns. See [Manage Board](https://imbrace.gitbook.io/imbrace-documentation/pages/gZVtNi3n9j15moLqI5fs#a.-edit-board) for detail steps. * **Automation** — set up automated actions that run on the board's records. See [Board Automation ](https://imbrace.gitbook.io/imbrace-documentation/pages/gZVtNi3n9j15moLqI5fs#b.-board-automation)for detail steps. * **Export** — download the board's records as a file. See [Export ](https://imbrace.gitbook.io/imbrace-documentation/pages/gZVtNi3n9j15moLqI5fs#c.-export)for detail steps. * **Import** — upload a file to add records to the board in bulk. See [Import ](https://imbrace.gitbook.io/imbrace-documentation/pages/gZVtNi3n9j15moLqI5fs#d.-import)for detail steps. * **Delete** — delete the selected records. > Before importing, check that the column names in your file match the board's fields so the data maps correctly. ### Segmentation Segmentation groups contacts with similar traits, so you can send the right messages to the right people. Once applied, the board shows only the contacts that meet the segment's conditions. **Applying an Existing Segment** 1. Click the **Segmentation (person**) icon on the toolbar. The Segmentation (Groups of Contact) window opens. 2. Select a segment from the drop-down list. 3. Click **APPLY**.

**Creating a New Segment** 1. In the Segmentation (Groups of Contact) window, click **+ New Segmentation**. 2. Enter a **Segmentation Name** and **Description** of the segment. 3. Under **Conditions**, set the rule after **Where**: 1. Select the field to check (for example, **Tags**). 2. Select the operator (for example, **Contains**). 3. Enter or add the value to match.

4. Click **+ Add Condition** to add more rules. Click the delete (bin) icon to remove a rule. 5. Click **APPLY** to save and apply the segment, or **BACK** to return without saving. > Contacts must meet the conditions you set to appear in the segment. Keep tag names consistent across records so segments pick up every matching contact. ### Managing Records Every record has a detail page showing its title, when it was last updated and, for most boards, the date it was created (**Since**). **Creating a Record** 1. Select the required board, such as **Contacts**. 2. Click **+** at the top right of the page. 3. Enter the name and any other relevant details in the fields provided. 4. Click the **Save** icon to create the record. **Editing a Record** 1. Click the record in the table to open its detail page. 2. Click a field to edit its value. 3. Click the **Save** icon to save your changes. ### Record Details by Board Each board's detail page shows the fields for that type of record. Boards that link to other records show the linked records in a panel on the right. #### 1. Contacts The Contacts board holds your individual customers and leads. Use it to keep each person's details in one place and see every conversation, activity and file connected to them. A contact's detail page has three panels. The left panel lists the contact's fields.


Field	Description
Scan History	QR code scans linked to the contact
Company Size	Number of employees at the contact's company, selected from a list
Industry	The industry the contact works in, selected from a list
Email	The contact's email address
Phone	The contact's phone number
Company	The company the contact works for
Position	The contact's job title
Location	Where the contact is based

The centre panel shows the contact's history in three tabs. | Tab | Description | | ------------- | ------------------------------------------------------------------------------------------------------------------- | | Conversations | The contact's conversations, with the total count for the selected time range | | Activities | Activity recorded for the contact. Use the time range drop-down (for example, All Time) to change the period shown. | | Files | Files attached to the contact | The right panel shows the linked **Companies**, **Opportunities** and **Tasks**. Click the collapse icon at the bottom to hide or show this panel.

#### Companies The Companies board holds the organisations your contacts work for. Use it to record company details once and link them to the people you deal with there.


Field	Description
Industry	The company's industry (for example, IT)
Size	Number of employees, selected from a list (for example, 21–50 employees)
Location	Where the company is based
Address	The company's full address
Website	Link to the company's website
Linkedin	Link to the company's LinkedIn page
Remarks	Free-text comments about the company
Initial Contact	The date of first contact
Tags	Labels used to group and segment companies
Notes	Notes added by your team

#### Opportunities The Opportunities board tracks potential deals from first contact to close. Use it to see each deal's priority, stage, owner and estimated value, and the tasks, contacts and products involved. The top of an opportunity shows its **Priority**, **Stage** and **Owner**.


Field	Description
Type	The type of opportunity, selected from a list
Assignee	The team member responsible
Est. Value	The estimated value of the deal
Last Contact	The date of the most recent contact
Remarks	Free-text comments
Contact Record	Link to the related contact

The right panel shows the linked **Tasks**, **Contacts** and **Products**.

#### Opt-out The Opt-out board records customers who no longer want to receive certain services or messages. Use it to respect their choice and keep them out of future communications for those services. | Field | Description | | ---------------- | ------------------------------------------ | | Opt-out Services | The services the customer has opted out of | | Name | The customer's name | > Check the Opt-out board before sending a campaign, so customers who have opted out are not contacted for those services.

#### Tasks The Tasks board holds the follow-up work your team needs to do, such as calls, meetings or quotes. Use it to assign work, set due dates and track progress through each status. The top of a task shows its **Priority**, **Due Date**, **Status** and **Task Owner**.

Field	Description
Type	The type of task, selected from a list
Assignee	The team member doing the task
Description	Details of the work to be done
Opportunity Record	Link to the related opportunity
Contact Record	Link to the related contact
Notes	Click + Add Notes to add a note

Set **Status** to track the task's progress: 1. **Backlogs** — logged but not yet planned. 2. **To-Dos** — planned and ready to start. 3. **In-Progress** — being worked on. 4. **In-Review** — finished and awaiting review. 5. **Done** — complete. The right panel shows the linked **Contacts**, **Opportunities** and **Products**.

#### Product The Product board holds the products and services you sell. Use it to keep prices, stock levels and sales figures up to date, and to link products to opportunities and tasks. The top of a product shows its **Unit Price**, **Sold** and **In Stock** figures, and its **ID**. The ID is generated by the system and identifies the product. | Field | Description | | ----------- | ----------------------------------- | | Tags | Labels used to group products | | Description | Details of the product | | Currency | The currency of the unit price | | Notes | Click **+ Add Notes** to add a note |

### Linking Records Linking connects related records across boards, so you can see a customer's companies, deals, tasks and products in one place. One contact can have multiple opportunities, and a task can be linked to a contact, an opportunity or both. | Record | Linked to | | ------------- | --------------------------------- | | Contacts | Companies, Opportunities, Tasks | | Opportunities | Tasks, Contacts, Products | | Tasks | Contacts, Opportunities, Products | **Linking a Record** 1. Open the record's detail page. 2. In the right panel, find the section for the record type you want to link (for example, **Contacts**). 3. Click **Add**. 4. Select one of the following: * **Existing Contact** (or Existing Opportunity, Existing Product) — choose a record that is already in CRM. * **New Contact** (or New Opportunity, New Product) — create a new record and link it straight away.

5. Select the company and click apply.

6. Save the record. The linked record appears in that section of the right panel. When a section has no links, it shows **No associated records found.**