/docs/modules/crm
CRM / Leads
Route interest to people who can answer — not a shared inbox black hole.
Purpose
Leads tie every inquiry to real inventory and accountable owners so BDC and sales share one timeline from first touch to close.
Setup
- Connect embed or marketplace leads into the same pipeline (Website embed).
- Configure Resend for email nurture (Email sequences).
- Configure Twilio for SMS (SMS).
- Assign default owners by source or round-robin (desk policy).
Daily workflow
- Work new queue — respond from lead detail; log call/SMS/email activity.
- Assign owner if unassigned; set next task with due date.
- Share quotation text or formal quote (Quotations).
- Book test drive when hot (Test drives).
- Convert to deal with explicit confirm — never silent conversion.
- Enroll nurture only with consent; monitor amber “blocked” sends honestly.
Key fields
| Field | Notes |
|---|---|
| Source | Web, walk-in, Kijiji, phone |
| Unit / VIN | Required for unit-tied leads |
| Owner | Single accountable rep |
| Status | New → working → won/lost |
| Score | Explainable when Flash AI on (Lead scoring) |
| Consent | CASL for promo email/SMS |
Permissions
- BDC — create, edit, assign leads.
- Sales — edit owned leads; read team pool if enabled.
- Manager — reassign, export, delete spam.
Canadian notes
- CASL — document consent path on customer record before automated nurture.
- Known damage questions on phone — mirror inventory disclosure; do not contradict Active unit notes.
- After-hours AI may draft first reply when configured (After-hours AI) — human review before send.
Email honesty
When Resend secrets are set in Integrations, nurture sends (thank-you → check-in → close) can go out.
Without Resend configured:
- Enrollment can still work as a workflow
- Sends stay blocked with a clear amber / waiting status — no fake “Sent”