Close: crm features and setup

Overview

Communication activity is central to the sales record, so accurate association matters more than the number of messages sent. Check how calls, email, and SMS are linked to the right person and deal, especially when several team members handle the same company. For an automated sequence, define what happens after a customer responds. The representative should see that the conversation has progressed and know the next action, rather than continuing a sequence planned before the reply.

Features

• Phone, email, and SMS communication
• Sales pipeline and follow-up tracking
• Automation and AI capabilities within the CRM

Business uses

• Recording activity after a sales call without a duplicate manual update
• A lead follow-up sequence that stops when the lead replies

Getting started

• Start with a small group of users and check that calls and email are captured in the correct record.
• Make a test call and send an email to the same contact, then check that both activities appear in the relevant sales record.
• Change the owner of the test deal and check whether the new owner can see the context and planned follow-up without searching personal inboxes.

What to check

• Check availability of numbers, billing, and languages for communications and AI features.
• Set frequency limits and stopping rules so an automated sequence does not continue after a reply.