CRM Overview

The Business App CRM is a central hub to manage your customer data, track opportunities, and automate sales tasks. It provides comprehensive tools to help build customer relationships, and seamlessly integrates with your existing workflows.

With the introduction of CRM AI Standard and CRM AI Pro, your Business App CRM transforms from a static database into an active sales assistant that automates data entry, extracts insights from calls, and provides real-time coaching to help you close more deals. Automate your sales process, eliminate manual data entry, and focus on winning more customers.

Core CRM

Organize your business data into:

• Contacts: Individual people you communicate with. Manage profiles, track email history, and trigger marketing campaigns directly from the contact record.
• Companies: Organizations that own contacts and opportunities. Use companies to track the health of a business relationship and centralize activity across multiple team members.
• Opportunities: Track and forecast sales deals through visual board or table views. Move deals through custom pipeline stages as they progress toward a close.
• Custom Objects (CRM AI Standard & Pro): Track industry-specific data—such as properties, vehicles, or equipment—and associate them with your contacts and companies.

AI Sales Assistant (CRM AI Standard & Pro)

The AI Sales Assistant is an AI employee designed to help you work smarter and stay organized. It helps you with:

• Automated CRM updates: Automatically update CRM contact and company records after customer meetings and calls, based on meeting participants and conversation content captured through Conversation Intelligence
• Conversational CRM insights: Ask natural-language questions to get specific, company-level insights from your CRM data and meeting content—no need to run reports or search through records manually
• Activity creation: Create sales activities directly from the AI Sales Assistant based on meeting outcomes and CRM data, helping you stay on top of follow-ups and next steps

Conversation Intelligence & Sales Coaching (CRM AI Pro)

Turn every sales call into a source of truth and a coaching opportunity:

• Automated Meeting Recording: Automatically record and log meetings from Google Meet or Microsoft Teams.
• Summaries & Action Items: AI generates concise meeting summaries and extracts follow-up tasks so you can move to the next deal immediately.
• Sales Coaching: Every call receives a Conversation Score based on sentiment, interactivity, and patience.
• Clarity Reports: Detailed feedback on pronunciation, pace, filler usage, and objection handling.
• Sales Frameworks: Analyze calls using proven methodologies like BANT, MEDDPICC, RAVEN, or SANDLER.

Productivity & Customization

Tailor the CRM to your specific business needs and industry:

• Forms: Capture leads from your website directly into the CRM
• Lists: Segment your leads using manual or configurable filters that update automatically based on customer behavior or deal status.
• Activity Feed: A unified, chronological history of every email, call, and note across your entire organization.
• Tasks: Create and track to-do action items for sales activities
• My Meetings: Integrated meeting scheduler to let prospects book time directly on your calendar.

CRM AI Plans

Feature	Free	Standard	Pro
Contacts and companies	Included	Included	Included
Opportunities and visual pipelines	Included	Included	Included
Forms	Included	Included	Included
Smart lists	Included	Included	Included
Meeting scheduler	Included	Included	Included
Custom objects	N/A	Included	Included
AI Sales Assistant	N/A	Included	Included
Auto CRM updates	N/A	Included	Included
Chat with CRM data	N/A	Included	Included
Conversation intelligence	N/A	N/A	Included
Sales coaching and conversation scoring	N/A	N/A	Included
Sales frameworks (BANT, MEDDPICC, SANDLER)	N/A	N/A	Included

The Free edition includes core CRM features. Standard adds AI Sales Assistant capabilities and custom objects. Pro adds conversation intelligence and sales coaching.

Getting started

1. Go to CRM in Business App
   • Open your Business App and click CRM in the sidebar
   • Choose between Contacts and Companies views
2. Create your first contact
   • Click Create contact in the top right corner
   • Fill in name, email, and phone number (email recommended)
   • The system checks for duplicates automatically
   • Associate contacts with companies to build a complete organizational profile.
3. Set up your Companies view
   • Customize columns to show information that matters to you
   • Enable, display, and reorder columns based on your preferences
   • Configure filters to focus on your assigned accounts
4. Import your data
   • Bring your existing data into Business App using the bulk import tool.
   • You can upload CSV files and map your columns to CRM fields (Contacts, Companies, and Opportunities) to ensure a seamless transition.

Setting up your view

Navigate to CRM > Companies. You are on the company page. The first thing to do is decide what information matters to you. There is a lot of information available; consider which data you need. You can set up your view by enabling, displaying, and reordering the columns. For example, if the website is not important to you but the address is, check the boxes according to your preferences.

Searching, filtering, and sorting

You can find the company assigned to you by clicking Add filter, then searching for Owner. You can then find yourself using your name or email.

If you know the name of the company, find it using the search bar on the table—you can also search by phone number, website, address, and other contact details.

You can also see when you last contacted your current customers by looking at the last activity date. Sort to see whether any customers need a follow-up so you can keep conversations fresh.

Automatic email capture

With CRM AI, you can automatically log emails sent from outside to the CRM through the BCC address and forwarding address.

Emails that are logged to CRM AI include the email subject and contents with a maximum length of 4000 characters. The logged email is automatically associated with the recipient's contact record and its associated primary company record.

Requirements for logging emails to the CRM using the BCC and forwarding address

Your email must meet the following criteria in order to be logged in the CRM:

• The email address from which you are sending the email must be a user in the platform
• The email address of the recipient is a contact record in the CRM
• There is no standard formatting for a forwarded email. If the system is unable to process your email format, the email will not log to your CRM.

Log sent emails

When you send an email from your mail client, add the BCC address to the BCC line of the email. After sending, the email is recorded in the CRM automatically.

• Use your account group ID as the prefix of the email address, following this format: [Account Group ID]@sent-mail.yourdigitalagents.com
• For example, if your account group ID is AG-1234567, your BCC email address is AG-1234567@sent-mail.yourdigitalagents.com

Log received emails

You can use a forwarding address to log an email reply or any incoming emails from your clients. Before getting started, make sure your email client supports auto-forwarding. If your email client does not support auto-forwarding, you can forward the emails manually to have them captured in CRM AI.

Learn how to set up auto-forwarding on Outlook, Gmail, Apple Mail, or Yahoo! Mail.

• Use your account group ID as the prefix of the email address, like this: [Account Group ID]@received-mail.yourdigitalagents.com
• For example, if your account group ID is AG-1234567, your client's forwarding email address is AG-1234567@received-mail.yourdigitalagents.com

The forwarded email is logged to the contact's record, as well as the primary associated company in Business App CRM.

Privacy and security note

As part of setting up an auto-forwarding rule, forwarded messages are processed so they can be matched to CRM contacts. The automated system is designed with your privacy in mind: it discards any emails that do not include at least one contact's email address, ensuring only relevant communications are logged.

Furthermore, the implementation does not retain a copy of those email bodies in system logs or audit tables. This measure helps prevent sensitive information sent through work email from being stored in your database. The goal is to respect your privacy and security so CRM AI remains a reliable tool for managing client interactions.

Record sources

You can view a record's source to understand how it was created or see its property history to track updates over time. The source values below indicate the tool or process that updated the record. For example, a record might be created by an import or have its property values changed via a workflow or AI Sales Assistant.

Records can be updated through the following sources:

• CRM UI: Manually creating a company or contact in the CRM.
• Account Group: Created when an account group is made (only for Company records).
• Find-Businesses: Created using the find businesses feature (only for Company records).
• User: Created when an account group user is added (only for Contact records).
• Legacy Customer List: Created from the legacy customer list in Business App (only for Contact records), Customer Voice, Website Pro, or Marketplace product integration.
• Bulk Import: Added through the bulk import process via CSV upload.
• Web Chat: Created via the AI lead capture widget.
• Form: Created when a user fills out a form built with the form builder.
• Facebook Messenger: Created from conversations initiated through Facebook Messenger.
• Google Business Messages: Created from conversations on Google Business Messages.
• Instagram Messaging: Created from Instagram direct messaging.
• Inbox: Manually created in Inbox.
• SMS: Records of conversations initiated through inbound SMS.
• GingrApp: Created through the Gingr integration.
• Jobber: Created through the Jobber integration.

Frequently Asked Questions

Which meeting platforms are supported?

Conversation Intelligence currently integrates with Google Meet and Microsoft Teams.

Can I use multiple sales pipelines?

Yes. You can create and manage multiple visual pipelines to track different sales processes or product lines simultaneously.