CRM: every contact, deal, and activity in one timeline

The CRM at `/dashboard/crm` is the memory of your store's relationships. Every contact, every deal, every logged activity lives here, scored and segmented so you know who deserves attention today. It connects directly to Sales Cloud — quotes, sequences, and opportunity changes land in the contact's timeline automatically — so sales activity and customer history tell one story instead of two. ## Work with contacts 1. Open **CRM** → **Contacts**. You will see contacts created from orders, storefront accounts, quote recipients, and manual entries, all in one list. 2. Open a contact to see the profile: order history, lifetime value, and the **activity timeline** — every logged touch in chronological order. 3. Add notes and log calls or meetings from the contact page. Manual entries keep the timeline useful even for deals that never touched the online store. ## Move deals through the pipeline **Deals** at `/dashboard/crm/deals` is a kanban pipeline, one column per stage. Create a deal from a contact, set its value and expected close, and drag it as the conversation progresses. Deals are the CRM-native view of selling; when a deal relates to a formal quote, Sales Cloud opportunities and CRM stay in step — stage changes on one side are logged on the other, so nobody reconciles two boards by hand. ## Let the activities log do the remembering The **Activities** log at `/dashboard/crm/activities` records what happened without anyone typing it up: - Quotes sent, accepted, and declined (from Sales Cloud) - Sequence steps and replies from sales cadences - Opportunity and deal stage changes - Orders, refunds, and account events Open the timeline before a call and you will know exactly where things stand. This is the difference between "I think we quoted them last month" and "quote Q2026-0004 was sent on the 3rd and accepted on the 5th." ## Prioritize with lead scoring **Lead scoring** computes a score per contact from what they actually do — orders, browsing engagement, email interaction, recency — so the list sorts itself by heat. A high score is a prompt: call, email, or enroll them in a sequence today. Scores update as behavior changes, and you can use score thresholds as a segment criterion when sending campaigns or enrolling cadences. ## Build segments once, use them everywhere **Segments** at `/dashboard/crm/segments` are saved rules: "customers over 1,000 lifetime spend," "no order in 90 days," "quote accepted but not yet paid." Segments stay current as data changes and are reused across the platform — email campaigns target them, Sales Cloud sequences enroll them, and automations filter on them. Build the five segments you actually act on and ignore the rest. ## How CRM and Sales Cloud fit together The handoff is worth understanding because it saves real time: 1. A contact in CRM gets an opportunity in Sales Cloud — linked, not duplicated. 2. Sales Cloud quotes, sequences, and stage changes write back into the contact's CRM timeline as activities. 3. When a quote is accepted, the draft order appears, the opportunity wins, and the contact's score and segment membership update — all from one action. ## Tips - Log the phone calls. The automatic timeline is great, but the calls you do not log are the ones you forget. - Check the top-scored contacts every Monday. It is a ten-minute habit that reliably surfaces deals about to close. - Prune segments quarterly. A segment nobody has acted on in three months is clutter with a name. ## FAQ **Do contacts duplicate when a customer places a second order?** No. Orders match to existing customers by account or email, and the timeline merges under one contact. **Is the CRM separate from the customers list?** The customer list is the account records; the CRM adds the relationship layer — activities, deals, scores, and segments — on top of the same data, so there is no syncing to do. **Can the agents see the CRM?** Yes, within their permissions. The Sales Manager agent reads contacts and deals to qualify leads and chase stale opportunities, and proposes actions at the autonomy level you set.