Set up the CRM and its sending pace

Before your team uses the CRM, switch it on, decide who may see, change and send, and set the pace at which campaigns and flows go out.

Before you start

• The CRM app must be part of your plan or bought on top of it. See pick your apps.
• The CRM needs the customer list switched on. If it is off, the settings page tells you.
• You need to be the owner or a manager.

Steps

1. Open Settings → CRM settings.
2. Under The CRM, tick the box to use the CRM, then select Save. The CRM pages appear in the menu.
3. Under Channels, check which channels can send now. E-mail is ready for customers with an e-mail on their page. WhatsApp shows not connected until the Inbox app's WhatsApp connection is complete.
4. Under Pace and quiet hours, set Messages a day at most. This is the limit for all campaigns and flows together (200 by default, 1,000 at most).
5. Set Marketing messages per customer a month at most (4 by default, 8 at most).
6. Set Quiet from and Quiet until if you want longer quiet hours than your country's.
7. Under Alerts, enter the yearly spend that makes a customer high-value, and the number of days after which a deal counts as stuck (14 by default).
8. Select Save.
9. Open Users, open each person's Rights, and give them the CRM rights they need (see below).

The three rights

Managers and the owner have all three. A person without them does not see the CRM at all. See roles and rights.

Good to know

• Messages never go in a burst. Each minute the CRM sends a few, spread over the hours left before the quiet hours.
• Quiet hours follow your country: in Egypt nothing goes between 21:00 and 09:00; in the UAE nothing goes between 21:00 and 07:00, and the default start is 09:00. You can make them longer, never shorter.
• A message over a customer's monthly limit is skipped and shows monthly limit reached in the results.
• Every message is claimed before it goes, so a customer never gets the same message twice.
• Switching the CRM off hides its pages; nothing is deleted.
• SMS shows coming soon: it cannot send.
• Next: build a segment and send an e-mail campaign.