FieldFoxx CRM

Complete CRM How-To Guide

This guide covers day-to-day CRM use, deal and forecasting workflows, shared inbox operations, automation setup, and communication best practices.

PipelineTasksDealsForecastingShared InboxAutomationsSMSAI Assist
Before You StartDaily WorkflowClient RecordDeals and ForecastingEmail and InboxAutomationsSaved Views and FiltersSMS and AI AssistTroubleshootingFAQ

Before You Start

  • CRM is available on the Business plan.
  • Create clients first in Clients before managing them in CRM.
  • Set client email and phone if you want email threads and SMS activity logs.
  • Email send and reply threading work directly in CRM from each client record.
Open CRMAdd Client

Daily Workflow

1. Open CRM dashboard

Go to CRM from the sidebar. Review follow-ups, pipeline counts, weighted pipeline value, and open inbox threads.

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2. Prioritize overdue follow-ups

Use the Follow-ups card to work overdue tasks first, then complete or re-plan tasks from each client CRM record.

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3. Process inbox replies

Open Shared Inbox Queue items, reply in-thread, then close threads that are resolved.

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4. Update stage and deal status

Move clients and deals through pipeline stages so your forecasting cards stay accurate.

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5. Log touchpoints

Add notes, tasks, and SMS activity so every rep can see full context before the next follow-up.

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Using the Client CRM Record

Each client record is the operating hub for tasks, notes, timeline, communication, and deals.

  1. Open a client from CRM pipeline or Clients list.
  2. Set or update Stage from the Stage control.
  3. Use Tasks to add next actions with due dates.
  4. Use Timeline to review notes, jobs, quotes, and invoices in one place.
  5. Use Emails to start new threads or reply to existing ones.
  6. Use Deals to track revenue opportunity and expected close date.
  7. Use SMS and AI Assist as needed for communication and drafting.

Deals and Forecasting

Use deals to track pre-close revenue opportunities separate from the client lifecycle stage.

  • Create deal records from each client CRM page with value, stage, probability, and expected close date.
  • Use the dashboard cards to monitor weighted pipeline, won revenue, and lost revenue.
  • Set default deal probabilities in Pipeline Settings to standardize forecasting across your team.
  • Track lead source at client and deal level for source mix and attribution visibility.

Email and Shared Inbox

Send first email from CRM

  • Open client CRM record and scroll to Emails.
  • Select New Email, enter subject and body, then send.
  • A new thread appears and remains tied to that client.

Reply in an existing thread

  • Open the thread inside Emails.
  • Select Reply, send message, and confirm it appears in the thread timeline.
  • Use Close thread when complete, or Reopen when client replies again.

Assign thread ownership

  • In each conversation card, select Assign to me to claim ownership.
  • Use Unassign me if another team member should continue the thread.
  • Use this with Shared Inbox Queue to avoid duplicate responses.

Automations

Automations create consistent follow-up behavior without manual reminders.

  • Open CRM and scroll to Automation Rules.
  • Create a rule with event type, optional stage match, task title template, and due-in-days.
  • Use placeholders in task template: clientName and stage.
  • Pause rules when needed by toggling Active or Paused status.

Example Rules

  • When client stage changes to prospect -> create task in 2 days: Follow up with {clientName} after {stage}.
  • When deal stage changes to proposal -> create task in 1 day: Confirm quote feedback from {clientName}.
  • Pause rules during holiday periods if team capacity is reduced.

Saved Views and Filters

  • Apply filters on CRM dashboard using stage chips, Overdue only, or No touch 14d.
  • Save current filter state with a view name in the Views and Filters card.
  • Use saved views to standardize manager and rep daily queues.
  • Delete old views when workflow priorities change.

SMS Logging and AI Assist

  • Use SMS and Channel Activity to record inbound or outbound texts with from and to numbers.
  • Keep all communication events on the client record for team visibility.
  • Use AI Assist to generate follow-up drafts based on objective plus recent CRM context.
  • Review and edit generated text before sending to clients.

Troubleshooting

CRM is not visible or shows upgrade prompt

Confirm company plan is Business in Settings and the logged-in user belongs to that company.

Cannot find where to send email

Open a client in CRM, then use the Emails section. You can also click the mail icon from pipeline cards.

A reply did not appear in the thread

Verify inbound routing to /api/crm/inbound is configured with the correct CRM_WEBHOOK_SECRET and reply domain.

Automation did not create a task

Confirm rule is Active, event matches the action you performed, and optional match stage matches exactly.

Weighted pipeline looks wrong

Review deal values, deal stage, and probability defaults in CRM Settings. Update deal stage probabilities as needed.

FAQ

Should we track both client stage and deal stage?

Yes. Client stage tracks relationship lifecycle. Deal stage tracks a specific revenue opportunity and forecasting.

Do we need Gmail or Outlook connected to use CRM email?

No. CRM can send emails and capture replies in-thread using the built-in reply routing setup.

What should reps do first each day?

Work overdue follow-ups, process open inbox threads, then update stages and deals to keep pipeline forecast reliable.

Need Help?

If your team needs help with CRM rollout, contact support with a short description of your workflow and screenshots of the issue.

Contact SupportGetting Started Guide