Automations, scoring and SLA
Let the CRM do the routine work for you.
Automations
Marketing → Automations (managers). An automation is When something happens → If conditions are true → Then do these actions.
| When… | Then… |
|---|---|
| A lead is added, its stage changes, a call is saved, a WhatsApp arrives, a follow-up is overdue, a lead is inactive, an appointment is booked, a birthday or renewal… | Assign to the next caller, change stage, add a tag, change the score, send a WhatsApp template, start a sequence, set a follow-up, book an appointment, alert someone, call a webhook — after a delay if you like. |
Example: New lead from Facebook → give it to the next caller → send the "Thanks for your interest" template → if not called in 2 hours, alert the managers.
Each automation shows when it ran and what it did (Runs). Switch one off at any time.
Lead score
Every lead gets a score from 0 to 100, worked out from its stage, connected calls, talk time, WhatsApp replies, a planned follow-up and recent activity. Hot = 70 and up, Warm = 40–69, Cold = below 40. Admins can add points per source or tag in Settings → Lead scoring.
Tags
Labels such as "Loan needed" or "NRI". Add them on a lead page or to many leads at once; rename and recolour them in Settings → Tags.
SLA rules
Settings → SLA: what happens when a follow-up is overdue by X hours (reassign or alert), and after how many quiet days a lead counts as stalled (managers get a daily list).