Customer Relationship Management(CRM)

Leads

What is a lead?

A lead is a client inquiry or sales opportunity in your pipeline. It captures everything relevant to the inquiry — the client's travel requirements, destinations, dates, number of travellers, budget, and preferences — alongside all the actions taken to progress the sale from first contact through to payment.

How do I create a lead?

There are three ways. Add one manually by entering the client's details directly in the CRM. A lead is also created automatically when a client submits an inquiry through your booking form. And when you make a booking (flight or hotel), the contact added also appears as a lead.

Can I assign more than one agent to a lead?

Yes. One or more agents can be assigned to a lead. Each assigned agent receives an email notification and shares responsibility for following up. When the first agent is assigned, the lead automatically moves to the Assigned Leads column. If all agents are removed, it returns to New Leads.

How do lead stages work, and do they update on their own?

Lead stages reflect where the sale stands and update automatically as the lead progresses:

New — just created, no quote started
Quote Draft — a quote has been started but not yet sent
Quote Created — a quote has been sent to the client
Quote Approved — the client has approved the quote
Invoiced — an invoice has been issued
Paid — the booking has been paid in full

Stages only move forward. Once a lead reaches Paid, no further transitions occur.

What do Hot, Warm, and Cold priority mean?

Hot — high likelihood of converting; requires immediate attention
Warm — the client is engaged but not yet committed; follow up soon
Cold — low engagement or low conversion probability; low urgency

You can update the priority at any time as the client's level of engagement changes.

Can I tag a lead?

Yes. Leads can be tagged with freeform labels to help you filter and organise your pipeline — for example by travel type, market segment, or where the inquiry came from. Tags are set by you and can be used when filtering the pipeline view.

What does the lead history show?

The lead history is a full audit trail of every significant action taken on the lead — assigning or removing an agent, moving it between columns, setting a reminder, attaching a quote. Each entry shows what was done, who did it, and when.

Can I search and filter my leads?

Yes. Leads can be filtered by date range, assigned agent, budget range, customer type, lead source, priority, and travel preferences. You can also search by client name, email address, or phone number to find a specific lead quickly.

What happens when I delete a lead?

Deleting a lead removes it from your active pipeline view, but the record is retained in the system. If you need to recover a deleted lead, contact the support team.

Quotes & Reminders

How do I create a quote from within a lead?

From the lead record, initiate a new quote. It will be pre-populated with the client's travel details already captured on the lead — destination, dates, and traveller count — so you don't need to re-enter them. Once created, the quote is attached to the lead and the lead stage updates automatically.

Can I see the quote status without opening the full quote?

Yes. The lead record shows a summary of the most recent quote — the amount, currency, date, and status — so you can see where things stand at a glance without opening the full document.

How do I set a follow-up reminder on a lead?

From the lead record, set a reminder by specifying the date and time, the priority level, the type of follow-up (call, email, or other), and any notes you want to include. At the scheduled time, you'll receive both an email and an SMS prompting you to follow up. A lead can have one active reminder at a time.

Can I edit or cancel a reminder?

Yes. A reminder can be edited or deleted at any point before it fires. Once it has been sent, it's marked as complete and you can set a new one for the next follow-up action.

What if I miss a reminder notification?

If you miss both the email and SMS, the reminder is still recorded in the lead's history so you can see that a follow-up was due. Set a new reminder to reschedule the action.

Contacts

What is a contact, and how is it different from a lead?

A contact is a permanent client profile that persists across all interactions with your business. A lead is a specific sales opportunity. The two are linked — when you create a lead, the system automatically checks whether a contact already exists for that client. If it does, the lead is linked to it. If not, a new contact is created. One contact can have many leads attached to it over time.

Do I need to create contacts manually?

Not usually. Contacts are created automatically whenever a new lead is created and no matching contact exists for that email address. You can also create contacts manually or import them in bulk from an external file if you're migrating an existing client database.

What does the travel history on a contact show?

The travel history shows a chronological record of every confirmed and paid booking the client has made through your business. It updates automatically whenever a lead linked to the contact results in a paid booking — no manual input required.

Can I add notes to a contact?

Yes. You can add freeform notes to any contact at any time. Notes are useful for recording client preferences, past conversations, or anything not captured in the standard fields. They're visible to all team members with contact access.

What do the contact statuses mean?

New — just created, no interaction with the business yet
Active — the client is currently engaged and transacting
VIP — a high-value or priority client receiving elevated attention
Dormant — the client has not engaged for an extended period

You can update a contact's status manually at any time.

Can I export my contacts?

Yes. The full contacts list can be exported as a CSV file at any time. The export includes all contact fields and can be used in mailing tools, reporting systems, or for your own records.

Can I import contacts from my existing database?

Yes. Contacts can be bulk imported from an external file. This is the recommended approach when moving an existing client database into the platform for the first time.

Pipeline & Columns

What is the pipeline board?

The pipeline board is a visual layout of all your leads organised into columns. Each column represents a stage in your sales workflow. You can drag leads between columns as the sale progresses, giving your team a clear picture of where every opportunity stands at any point in time.

What columns does my pipeline start with?

Your pipeline starts with seven default columns that reflect the standard travel sales journey: New Leads, Assigned Leads, Quotation Sent, Invoice Sent, Partially Paid, Fully Paid, and Cold Leads.

Can I add my own columns to the pipeline?

Yes. You can create custom columns to reflect your specific workflow. They appear alongside the default columns and can be renamed at any time. This is useful if your sales process has stages the default columns don't cover.

What happens to leads if I delete a column?

Any leads in a column being deleted are automatically moved to the New Leads column before the deletion is finalised. No leads are lost when a column is removed.

Do leads ever move between columns automatically?

Yes, in two situations. When you assign an agent to a lead, it automatically moves to the Assigned Leads column. When all agents are removed from a lead, it returns to New Leads. All other column moves are done manually by dragging or using the move action.

Support & Escalation

When should I contact support for a CRM issue?

Contact the support team in the following situations:

A lead created via alias email is missing details or wasn't created as expected
A reminder was set but the notification wasn't received
A deleted lead or contact needs to be recovered
A pipeline column was deleted and leads appear to be missing
Lead statistics aren't showing the expected data for a given period