Smoothflick

Workflows route leads here

Pipelines & Leads

📣

Marketing

Broadcast triggers use workflows

Payment confirmations automated here

🔐

Settings

Channels must be authorized first

✅ Best Practices

Always test with a real form submission before activating live workflows

Submit a test entry through the actual web form, not just through the canvas preview. This checks that all data flows correctly through the entire workflow including all token values.

Use descriptive workflow names that reflect the business operation

Names like Lead Capture → Sales + Support Assignment make it easier for team members to identify and manage automations without opening each one.

Keep sequential nodes before parallel branches

Always place shared actions like crm.create_lead and crm.create_contact before the split point, so both branches work with a complete record.

Review Run History logs weekly to catch silent failures

A workflow that stops triggering because a channel token expired will show FAILED in Run History, but the front-end form will still appear to work — making silent failures easy to miss.

📦 Module 2

Products & Inventory Management

A central product catalog where you store and manage all your offerings, subscription licenses, and service packages — used as the main reference for pricing across invoices and deals.

Application Location: crm.smoothflick.org/products

📌 Core Concept — The 5 Ws

What

Centralized catalog for commercial offerings, software packages, subscription licenses, and service SKUs.

Why

Single source of truth for pricing. Standardizes naming, automates SKUs, and feeds billing pipelines and deal contracts.

Who

Product Managers, Sales Operations Teams, and Billing Administrators.

When

Whenever a new service is introduced or during invoice generation and deal pricing closures.

📖 Technical Glossary

SKU (Stock Keeping Unit): A unique alphanumeric identifier for each listing (e.g., ECS-ENT-2026). Differentiates editions, variants, or service packages.
Unit Price: The standard, non-discounted base cost per item per purchasing cycle (monthly billing cycle or flat rate).
Inventory Catalog: The tabular dashboard displaying all items created, along with SKUs, active pricing metrics, and descriptions.

🖥️ Product Catalog Interface

Product catalog overview — Product Inventory Catalog — Main Grid View

Product detail modal — New Product Modal — Configuration Panel

🛠️ Configuring the Product Catalog

📋 Pre-requisites

Platform Admin or Manager-level permissions set up under Role-Based Settings.
Your billing details ready in advance (product name, SKU format, and base currency).

1

Accessing the Inventory Workspace

Click Products on the left sidebar. The tabular data grid will display your current inventory (items like Enterprise License and Support Package).

2

Initializing the New Item Creation Flow

Click the + New product button (top-right). A focused modal titled "New product" will appear.

3

Populating Core Parameters

Name

e.g., Enterprise Cloud Suite (Annual License)

SKU

e.g., ECS-ENT-2026

4

Setting Pricing Metrics & Currencies

Currency: Select USD ($) or INR (₹) from the inline dropdown.
Unit Price: Enter numeric value without formatting (e.g., 12500).

5

Adding Contextual Description

Use the multi-line description field to document deployment configurations, contract scope notes, or SLA specs (e.g., "Includes multi-region data compliance engine, advanced identity threat protection, and 99.99% uptime SLA.").

6

Saving & Verification

Review all inputs, then click the purple Create product button. The catalog updates in real-time with the new product at the top of the grid.

💡 Pro Tip — SKU Naming Convention

Establish a structural format across your team: [ProductCode]-[PlanTier]-[Year]. This ensures easier pattern matching when setting up advanced workflow filters.

⚠️ Warning — Currency Invoicing Conflict

Changing the base currency on a product already mapped to live pipelines will not retroactively recalculate historical entries. Ensure pricing currency uniformity before saving listings to live dashboards.

❓ Frequently Asked Questions

Can an item be configured with tiered pricing for varying quantities? ▼

No. The catalog only stores a flat unit price per product. For volume discounts or quantity-based pricing, adjust the values manually inside the specific Invoice or Deal.

I created a product but it's not appearing in my Deal workflow selection. ▼

Refresh your browser. Make sure the pipeline or deal is using the same product name and currency that was saved in the catalog.

🗂️ Feature Overview

Feature	Available	Notes
Create Product	✓ Yes	Via `+ New product` button in the catalog
Edit Product	✓ Yes	Click any product row to open the edit modal
Delete Product	✓ Yes	Admin-only; cannot delete if product is tied to an active invoice
Search & Filter	✓ Yes	Search by product name or SKU in the catalog grid
Multi-Currency Pricing	✓ Yes	USD and INR supported per product listing
SKU Assignment	✓ Yes	Manual alphanumeric code entry per product
Tiered / Volume Pricing	✗ Not Supported	Only flat unit rates; volume discounts must be set at the invoice level
Export Catalog	✗ Not Available	Not available directly from the Products module

🔐 Access & Permissions

Role	View Catalog	Create	Edit	Delete
Admin	✓	✓	✓	✓
Manager	✓	✓	✓	Limited
Sales Agent	✓	✗	✗	✗
Support Agent	Limited	✗	✗	✗

⚠️ Common Errors

Error	Reason	Solution
Product not appearing in Deal or Invoice item selector	Browser cache is stale, or the product was saved with a different currency than the active deal	Hard-refresh the browser and confirm the product currency matches the deal or invoice currency
Invoice total shows wrong amount after product selection	Unit price was entered with currency symbols or commas (e.g., `$1,200`) instead of a plain number	Re-edit the product and enter the price as a plain numeric value (e.g., `1200`)
Cannot delete a product	The product is currently linked to one or more active or sent invoices	Void or close all linked invoices before attempting deletion

🔧 Troubleshooting

Problem

A product was created but the price field displays as zero on the invoice.

Reason

The unit price field was left empty or the currency was changed after the product was saved to an invoice.

Solution

Edit the product, re-enter the unit price, and save. Then void the affected invoice and create a new one referencing the updated product.

🔗 Related Modules

Products populate invoice line items

Products attached to deal folders

Automate billing on deal close

✅ Best Practices

Establish a consistent SKU naming convention before creating any products

Use a format like [ProductCode]-[PlanTier]-[Year] from day one. Renaming SKUs after they appear in invoices can cause mismatches that are difficult to fix later.

Lock currency before linking a product to any active pipeline

Changing a product's currency after it has been attached to deals or invoices does not recalculate historical records. Confirm the billing currency at product creation time.

Use the Description field for contract scope notes, not just product names

A detailed description (SLA terms, included features, deployment region) in the product record saves time and reduces follow-up questions when finance teams create invoices.

🎯 Module 3

Pipelines & Lead Management

A visual kanban board for tracking your active sales opportunities, prioritizing incoming leads, and managing each deal through its qualification stages.

Application Location: crm.smoothflick.org/leads crm.smoothflick.org/pipelines crm.smoothflick.org/deals/[deal_uuid] crm.smoothflick.org/contacts

📌 Core Concept — The 5 Ws

What

Visual kanban matrix tracking active sales opportunities, deal values, and lifecycle progression stages.

Why

Replaces scattered spreadsheets with a single view of deal values, pipeline stages, and team progress.

Who

Inside Sales Specialists, Account Executives, and Sales Directors.

When

Used daily to update deal statuses, moving records from the first discovery call through to a signed deal.

📖 Technical Glossary

Lead: An unverified contact or company captured through a form or communication channel that has not yet been added to a sales pipeline.
Pipeline Stage: A column on the kanban board representing a step in the sales process: New Lead → Proposal Sent → Qualified → Negotiation → Won → Lost.
Lead Conversion: The action of turning a raw lead record into a full CRM contact or customer profile that can move through the pipeline.

🖥️ Leads & Pipeline Interface

Lead ingest directory — Lead Ingest Directory

Lead pipeline board — Pipeline Kanban Board

Pipeline stage 1 — Pipeline — New Lead Stage

Pipeline stage 2 — Pipeline — Proposal Sent Stage

Pipeline stage 3 — Pipeline — Qualified Stage

🎥 Video Guide — CRM Contact Created & Pipeline Deep-Dive

Contact Creation Walkthrough

Pipeline Deep-Dive

👥 Contacts & Companies

Routes: crm.smoothflick.org/contacts crm.smoothflick.org/contacts/[contact_uuid] crm.smoothflick.org/companies crm.smoothflick.org/companies/[company_uuid]

Contact Profile Detail

Contact interaction log — Contact Interaction Log

Companies database — Companies Database Grid

Company Profile View

Import contacts and companies — Import Contacts & Companies — Bulk Upload Interface

🛠️ Managing the Pipeline Board

📋 Pre-requisites

Web forms set up to capture contact details like name, email, and phone.
User roles and permissions configured so the right people have the right access.

1

Accessing the Lead Ingest Directory

Open the left menu and click Leads to verify ingestion lists and current pipeline entries.

2

Assigning Inbound Tracking Rules

Open your target automation workflow and connect the Name, Email, and Phone fields to the trigger input block.

3

Setting Up Automated Sequential Responses

Add an email or notification block after the form trigger node. Use variables like {{name}} or {{company}} to personalise the message.

4

Executing Multi-Thread Branch Divisions

Hit the parallel link node to split a single intake into dual channels (Support vs. Sales). Map separate owner_id codes per branch for simultaneous assignment.

Pipeline parallel routing — Multi-Thread Branch Division in Pipeline

5

Monitoring Live Automation Execution Health

Open the bottom section of your workflow to evaluate transaction health. Verify green SUCCESS logs and trace FAILED identifiers to prevent pipeline timeouts.

💡 Pro Tip

Configure distinct automated tags like VVIP or Enterprise on lead profiles for faster sorting during weekly revenue alignment checks.

⚠️ Warning — Execution Status Isolation

A FAILED status in Run History means all subsequent automation tasks (contact creation, notifications) are completely blocked for that record. Routinely audit log panels to prevent valuable lead drops.

❓ Frequently Asked Questions

How do I verify which user a parallel branch record was assigned to? ▼

Inspect the automation configuration drawer. Check the owner_id value on each branch against your team member list to see who the record was assigned to.

Form submissions show SUCCESS but new pipeline contacts are missing. ▼

Make sure your workflow has a crm.create_contact action step right after the lead creation step. If it's missing or skipped, the contact won't appear in the Contacts module.

🗂️ Feature Overview

Feature	Available	Notes
Create Lead	✓ Yes	Manually or via form ingestion through a workflow
Edit Lead / Contact	✓ Yes	Click any record to open the detail drawer
Delete Lead / Contact	✓ Yes	Admin and Manager only; cannot be undone
Convert Lead	✓ Yes	Via `crm.convert_lead` action or manually from the lead profile
Pipeline Stage Movement	✓ Yes	Drag-and-drop card between columns on the Kanban board
Filter by Stage / Owner	✓ Yes	Column and assignee filters on the pipeline board
Import Contacts	✓ Yes	Bulk CSV upload from the Contacts module
Import Companies	✓ Yes	Bulk CSV upload from the Companies module
Export Contacts / Leads	Limited	Available to Admin and Manager roles only
Custom Tags on Leads	✓ Yes	Tag leads like `VVIP` or `Enterprise` from the detail view

🔐 Access & Permissions

Role	View Leads	Create	Edit	Delete	Convert	Import
Admin	✓	✓	✓	✓	✓	✓
Manager	✓	✓	✓	Limited	✓	✓
Sales Agent	Assigned only	✓	Assigned only	✗	Limited	✗
Support Agent	Assigned only	✗	✗	✗	✗	✗

⚠️ Common Errors

Error	Reason	Solution
Lead created but not appearing on the pipeline board	The lead was not converted — it remains in the raw ingest list, not the pipeline	Open the lead and trigger `crm.convert_lead` or manually move it to the first pipeline stage
Contact profile missing from Contacts module after form submission	The workflow is missing a `crm.create_contact` action node after `crm.create_lead`	Edit the workflow and add a `crm.create_contact` node immediately following the lead creation node
Imported contacts show no company linkage	The CSV import file did not include a `company_name` column that matches an existing company record	Ensure the company exists in the Companies module before importing contacts, or include company creation in the import CSV
Sales Agent sees no leads on their pipeline view	Leads are assigned to a different `owner_id` and the agent's role only shows assigned records	Reassign the leads to the correct agent via the workflow's `owner_id` field or the lead detail drawer

🔧 Troubleshooting

Problem

A pipeline stage has hundreds of stale leads that nobody is acting on.

Reason

No automated workflow is moving or assigning leads when they enter the stage, and no agent has a defined follow-up process for that column.

Solution

Create a workflow triggered by a pipeline stage change that automatically assigns the lead to an agent and sends an internal notification.

🔗 Related Modules

Automate lead routing & assignment

📋

Tickets

Support tickets linked to contacts

Deals generate invoice records

📣

Marketing

Contacts feed broadcast audiences

✅ Best Practices

Define pipeline stage exit criteria before building the board

Every stage should have a clear condition for moving a deal forward (e.g., a proposal sent, a demo completed). Without exit criteria, deals sit in stages indefinitely.

Tag inbound leads at the point of capture, not after

Set up your workflow to apply tags like Enterprise or Inbound-Web inside the crm.create_lead action. Going back to tag leads in bulk later is slow and easy to get wrong.

Always create the contact record alongside the lead, not separately

Use both crm.create_lead and crm.create_contact as back-to-back steps in the same workflow. This keeps Contacts and Leads in sync right from the first interaction.

🔐 Module 4

Workspace Settings, Security & Integrations

The administrative command center governing Role-Based Access Control (RBAC), multi-channel third-party authentications, and data field visibility — protecting enterprise database layers and controlling system access at every tier.

Application Locations: settings/roles settings/team settings/channels settings/custom-fields settings/departments settings/tags

📌 Core Concept — The 5 Ws

What

Administrative center for RBAC, multi-channel third-party authentications, and data field visibility criteria.

Why

Protects enterprise database layers, restricts sensitive records, and manages live communication pipelines.

Who

System Administrators, Security Officers, and Technical Integration Leads.

When

During onboarding sessions, security audits, permission modifications, or when configuring external service channels.

📖 Technical Glossary

RBAC (Role-Based Access Control): A security engine assigning granular workspace access levels — Admin, Manager, Sales Agent — via custom checkbox configuration tables.
Field Masking Engine: An admin tool that sets profile properties to Visible, Readonly, or Hidden states based on clearance tier.
Third-Party Integration Hub: A secure connection layer powered by Composio that authenticates external tools like Gmail and WhatsApp Business APIs.

🖥️ Settings Interface

Settings main panel — Settings — Main Configuration Panel

RBAC roles matrix — RBAC — Roles & Permissions Matrix

Settings integrations — Integrations Hub

Channel configuration — Channel Configuration

Department settings — Department Structure

🎥 Video Guide — Inviting a Teammate

👥 Inviting & Onboarding Teammates

Step-by-step visual reference for provisioning new team members into your workspace.

Invite step 4 — Step 4 — Role Assignment

Accept invitation — Step 6 — Accept Invitation

🏢 Department Structure

Route: crm.smoothflick.org/settings/departments crm.smoothflick.org/department

🛠️ Designing Role Clearances & Connecting Channels

📋 Pre-requisites

Super-Administrator credentials to access global security tables.
Verified API tokens or OAuth authentication access for third-party services.

1

Accessing the General Settings Matrix

Scroll to the bottom of the left navigation pane and click Settings. The primary workspace will update to display all configuration directories.

2

Assigning Granular Role-Based Clearances

Select a target organizational profile (e.g., Sales Executive). Use the mapping matrix to define exactly what operations this role can execute:

Permission	Admin	Manager	Sales Agent
Delete Leads	✓	✓	✗
Configure Pipelines	✓	✓	✗
View Contact Details	✓	✓	Readonly
Access Billing	✓	✗	✗

3

Linking External Integration Toolkits

Inside the workflow editor drawer, select your preferred tool provider (gmail.send_email, Slack, etc.) and enter authentic credentials to allow secure cross-platform data transmission.

4

Authenticating External Communication Channels

Navigate to Settings → Integrations / Channels:

📧 Gmail via Composio

Click Gmail (via Composio)
Click Connect Account
Approve the OAuth handshake popup

📱 WhatsApp Business API

Input your Meta App ID
Enter your Developer Access Token
Enter your Phone Number ID
Click Verify Keys

Channel authentication panel — Integration Channel Authentication — Gmail & WhatsApp

5

Verifying Concurrent Operational Integrations

When configuring multiple routing pipelines simultaneously, map the precise authorized owner_id codes to each active pathway to ensure data matches the exact access credentials in your core security architecture.

💡 Pro Tip — Principle of Least Privilege (PoLP)

When adding external users, always assign the most restricted role level initially, then gradually allocate functional edit privileges as needed via the permission checkbox grid.

⚠️ Warning — Integration Authorization Sync

If a connected user updates their corporate password or revokes third-party app access, the integration layer loses authorization immediately. Any automated action like gmail.send_email will fail instantly, registering an authentication error in active tracking logs.

❓ Frequently Asked Questions

A sales rep is seeing "Access Denied" or blank values on contact profiles. How to fix? ▼

Navigate to the Field-Level Visibility dashboard in Settings. Check properties assigned to the Sales Agent role and ensure specific contact database keys are configured to Visible or Readonly rather than accidentally toggled to Hidden.

Automated emails are stalling with a connection error in workflow logs. ▼

Go to your Integration Settings page. Select the failing channel tool block, clear the expired authentication state, and click the refresh action button to re-authorize your connection credentials.

🗂️ Feature Overview

Feature	Available	Notes
Create / Invite Team Members	✓ Yes	Via Settings → Team invitation flow
Role Creation & Assignment	✓ Yes	Custom roles via Settings → Roles with granular checkbox permissions
Field-Level Visibility Control	✓ Yes	Set each field to Visible, Readonly, or Hidden per role
Gmail Integration (OAuth)	✓ Yes	Via Composio — Settings → Channels
WhatsApp Business API	✓ Yes	Meta App ID + Access Token + Phone Number ID required
Custom Fields	✓ Yes	Add fields to Contacts, Companies, Leads from Settings → Custom Fields
Tags Management	✓ Yes	Create and manage workspace-wide tags from Settings → Tags
Department Structure	✓ Yes	Create departments and assign members via Settings → Departments
Delete Team Member	Admin only	Removes workspace access; data created by the member is retained

🔐 Access & Permissions

Settings Area	Admin	Manager	Sales Agent	Support Agent
Roles & Permissions	✓	✗	✗	✗
Team Management	✓	View only	✗	✗
Channel Integrations	✓	✗	✗	✗
Custom Fields	✓	✓	✗	✗
Tags	✓	✓	✗	✗
Department Structure	✓	Limited	✗	✗
Billing Settings	✓	✗	✗	✗

⚠️ Common Errors

Error	Reason	Solution
Invited user never received the invitation email	Email was sent to a spam folder, or the sending domain is not whitelisted	Ask the invitee to check spam/junk. Re-send the invitation from Settings → Team
Role permissions saved but user still sees hidden fields	The user's browser session is using a cached permission set from before the change	Have the user log out and log back in to reload their permission token
Gmail channel shows "Connected" but emails are not being sent	The OAuth scope granted during connection did not include `Send` permissions	Disconnect Gmail and reconnect via Composio, ensuring all requested scopes are approved in the Google consent screen
WhatsApp key verification fails	One of the three fields (App ID, Access Token, Phone Number ID) contains a trailing space or is incorrect	Copy each value directly from the Meta Developer Portal and paste without spaces

🔧 Troubleshooting

Problem

A team member's role was changed from Manager to Sales Agent but they can still access restricted modules.

Reason

Role changes take effect on the next login. An active session carries the old permission set until the browser token is refreshed.

Solution

Ask the team member to log out and log back in. The new permissions will be applied on the fresh session token.

🔗 Related Modules

Channel auth enables workflow actions

Roles control who sees which leads

📋

Tickets

Departments drive ticket queue routing

✅ Best Practices

Always apply the Principle of Least Privilege when creating roles

Start every new role with zero permissions and add only what is required for the job function. It is easier to grant more access than to identify and clean up over-permissioned accounts.

Re-verify all channel integrations after any password change

OAuth tokens for Gmail and Meta WhatsApp are invalidated immediately when a connected account changes its password. Add a calendar reminder to re-authorize channels after planned credential rotations.

Create departments before assigning roles and team members

Setting up the department structure first (Sales, Support, Finance) makes role assignment and ticket queue routing much cleaner. Restructuring departments after members are assigned creates reassignment overhead.

📋 Module 5

Projects, Tasks & Helpdesk Ticket Management

An operational tracking workspace that syncs internal team checklists with external client support tickets into unified, status-driven grids — enforcing strict SLAs, managing accountability, and providing full visibility into delivery timelines.

Application Locations: crm.smoothflick.org/tasks tasks/[task_uuid] crm.smoothflick.org/projects projects/[project_uuid] crm.smoothflick.org/tickets tickets/[ticket_uuid]

📌 Core Concept — The 5 Ws

What

Operational workspace syncing internal checklists with external support tickets into status-driven grids.

Why

Bridges client issues and execution teams, enforcing SLAs, managing accountability, and tracking project delivery timelines.

Who

Project Managers, Customer Support Agents, Helpdesk Supervisors, and Technical Implementation Teams.

When

Whenever a customer registers a support request or when managers assign deliverables to keep development pipelines organized.

📖 Technical Glossary

SLA (Service Level Agreement): A defined operational deadline matrix ensuring client issues are solved within standard timelines. Missed SLAs trigger a ⚠️ breached alert in the system.
Queue Filter: Category divisions — SALES, TECHNICAL, SUPPORT — that isolate incoming tickets into separate team departments.
Priority Metrics: Visual structural tags: ↑ urgent ↑ high ↑ normal — dictating resolution order.

🖥️ Tasks & Projects Interface

Task board overview — Task Board — Main Overview Grid

🎫 Helpdesk Tickets Interface

Tickets dashboard — Helpdesk Support Dashboard — Global Ticket Grid

New Open Pending Resolved Closed ⚠️ Breached

🛠️ Organizing Task Boards & Managing SLA Tickets

📋 Pre-requisites

Active support channels or workflows feeding ticket registrations into the helpdesk queue.
Configured team roles with assigned access to specific projects and departments.

1

Navigating to the Master Task Overview

Click Tasks on the left sidebar. The core task grid loads with active team parameters, keyword search fields, and status level parameters.

2

Monitoring Priority High-Level Checklists

Filter columns by reactive state tags (IN PROGRESS DONE) and inspect deadline values to prevent processing gaps.

3

Opening the Helpdesk Support Dashboard

Return to the sidebar and select Tickets. The global support grid populates with columns: Subject, Requester, Queue, Assignee, Priority, and live Ticket Status.

4

Executing Status Filters & SLA Tracking

Use the status pills across the top (Active, New, Open, Pending, Resolved, Closed) to find specific inquiries. Flag entries marked ⚠️ breached immediately and escalate priority to ↑ urgent.

5

Inspecting Automated Workflows Behind Ticket Rules

Click into the Workflows settings panel to trace the automated routing engine. Verify data mapping parameters and conditional check blocks so inbound support payloads are correctly assigned across multi-threaded team tracks.

💡 Pro Tip — Queue Management

Keep your helpdesk filtered to Active and New statuses to clear closed archives and put urgent SLA resolution items at the top of your workspace view.

⚠️ Warning — SLA Breach Consequences

When a ticket triggers a ⚠️ breached warning, your pre-configured response timeline has expired. Ensure internal escalation workflows are configured to instantly notify administrators and change priority to ↑ urgent.

❓ Frequently Asked Questions

A ticket arrived but shows no assigned agent under the Assignee column. Why? ▼

This happens if your background automation rules don't have a parallel assignment branch mapped for that specific category or incoming queue path. Open your workflow dashboard to verify that routing nodes contain active crm.convert_lead or assign structures pointed to valid user IDs.

Can I change a task's progress state directly from the main directory overview? ▼

Yes. Click on the active status badge (e.g., IN PROGRESS) to activate the inline drop-down field, then update the task to DONE to automatically clear it from pending project tracking filters.

🗂️ Feature Overview

Feature	Available	Notes
Create Task	✓ Yes	From the Tasks module or directly inside a project
Edit Task	✓ Yes	Inline status change or full detail drawer edit
Delete Task	✓ Yes	Admin and Manager roles; individual agents cannot delete tasks assigned to others
Assign Task to Agent	✓ Yes	Via the assignee field in the task detail drawer
Create Project	✓ Yes	Projects module; tasks can be nested inside projects
Create Support Ticket	✓ Yes	Manually or via workflow automation routing
Filter Tickets by Status	✓ Yes	Status pills: New, Open, Pending, Resolved, Closed, Breached
Filter Tickets by Queue	✓ Yes	Sales, Technical, Support queue filters
SLA Breach Alerting	✓ Yes	Automatic ⚠️ breached flag when response deadline passes
Export Tickets / Tasks	Limited	Admin and Manager only

🔐 Access & Permissions

Role	View Tasks	Create Tasks	Manage Tickets	Close Tickets	Manage Projects
Admin	✓ All	✓	✓	✓	✓
Manager	✓ All	✓	✓	✓	✓
Support Agent	Assigned	✓	Assigned queue	Assigned only	✗
Sales Agent	Assigned	Limited	✗	✗	✗
Member	Assigned	✗	✗	✗	✗

⚠️ Common Errors

Error	Reason	Solution
New ticket arrives with no assignee	No parallel branch assignment rule exists in the routing workflow for that ticket's queue category	Open the workflow driving ticket creation and add a `crm.assign` node mapped to the correct support agent `owner_id`
Ticket marked ⚠️ breached even though it was responded to	The response was added as an internal note rather than a reply to the requester, which does not stop the SLA timer	Ensure responses are sent via the reply field (not the internal note field) to register as an SLA response
Task status change not saving	The user's role does not have edit permission for tasks created by others	Ask an Admin or Manager to update the task, or adjust the role's task permission settings
Project tasks not showing under the correct project	The task was created from the Tasks module without selecting the parent project	Open the task and assign it to the correct project from the detail drawer

🔧 Troubleshooting

Problem

High volumes of tickets are building up in the Pending status with no movement.

Reason

Agents are moving tickets to Pending while waiting for a customer response but no automated follow-up workflow escalates them after a defined wait period.

Solution

Build a workflow that triggers on a ticket status change to Pending and sends a follow-up message to the requester after 48 hours if no reply is received.

🔗 Related Modules

Automate ticket routing & escalation

Tickets are linked to contact records

Contacts

📊

Analytics

SLA breach ratios tracked here

🔐

Settings

Departments control queue routing

✅ Best Practices

Set SLA timelines before your first live ticket arrives

SLA breach alerts cannot be applied retroactively. Define your response time targets (e.g., 4 hours for urgent, 24 hours for normal) in Settings before opening support channels to customers.

Keep your ticket view filtered to Active and New during active support hours

Resolved and Closed tickets clutter the view and slow down response time identification. Use status filters to focus only on actionable tickets during live support windows.

Link every project to at least one responsible contact or deal

Projects without a linked contact or pipeline deal are harder to locate during client reviews. Always associate projects with the relevant CRM entity at creation time.

💰 Module 6

Invoicing & Financial Performance Dashboard

A ledger tracking system that manages outward billing, creates payment records, and visualizes company cashflow performance — turning closed deal folders directly into professional itemized billing sheets and tracking dynamic financial transactions.

Application Locations: crm.smoothflick.org/invoices crm.smoothflick.org/billing

📌 Core Concept — The 5 Ws

What

A ledger tracking system managing outward billing, payment records, and company cashflow performance metrics.

Why

Eliminates manual accounting delays by turning closed deals into professional billing sheets and tracking multi-currency operations.

Who

Finance Managers, Account Executives, Platform Treasurers, and Business Administrators.

When

Whenever a deal closes, a subscription payment is due, or during monthly billing report audits.

📖 Technical Glossary

Invoice State Parameter: Real-time status label: Draft Sent Paid Overdue Void
Multi-Currency Mapping: Execution layer that forces billing systems to calculate totals matching a specific country currency profile (USD ($) or INR (₹)).
Itemized Line Engine: Internal data table mapping product catalog names, SKUs, and unit rates to automatically formulate clean grand totals.

🖥️ Invoice & Finance Interface

Invoice payment bill — Invoice — Payment Bill View

Create invoice modal — Create Invoice Modal

Financial ledger log — Global Billing Center — Ledger Grid

🛠️ Generating Customer Bills & Auditing Revenue Logs

📋 Pre-requisites

Active itemized products saved inside the master products catalog matrix.
Valid configuration files linking user roles to billing and export permissions.

1

Launching the Global Billing Center

Select Invoices or Finance from the left sidebar. The central table grid displays active financial ledger logs, customer metadata, and currency metrics.

2

Initializing the Billing Ingestion Form

Click + Create invoice (top-right). A system modal slides open asking you to bind the document to an active client contact record or existing business account profile.

3

Appending Items from the Master Product Catalog

Click into the billing lines drawer and select your catalog listings to pass variables — item descriptions, SKUs, and unit prices — dynamically into the calculation table.

4

Mapping Automated Billing Confirmation Rules

Open the visual canvas and build a sequential process using gmail.send_email to push confirmation invoices the moment an invoice state shifts to Paid:

Hi {{name}}, your payment for {{company}} has been processed. Invoice #{{invoice_id}} is now marked as Paid.

5

Reviewing Consolidated Multi-Thread Transactions

Check workflow routing history logs regularly to audit parallel automated accounting tracks. Confirm green SUCCESS labels and resolve any processing gaps.

Parallel transaction branches — Multi-Thread Transaction Audit — Parallel Branch Execution

💡 Pro Tip — Export & Filtering

When exporting financial ledger lists, use filter options to group data by payment status or specific date ranges. This simplifies data sorting for quarterly tax filing evaluations.

⚠️ Warning — Locked Transaction Modification

Modifying item baseline metrics inside the Products catalog will not affect active invoices already sent to clients. To fix an active billing error, switch the invoice to Void and build a fresh transaction file to maintain clean audit logs.

❓ Frequently Asked Questions

Why are some invoices displaying blank totals or mathematical errors? ▼

This occurs if the source currency properties or dynamic product variable badges were improperly mapped during automation setup. Re-verify the target brackets format in your workflow builder panel to ensure variables pull clean numeric parameters.

Can I split an outgoing invoice into dual payment paths across separate bank details? ▼

No. Individual core invoice documents register under a singular master financial profile. To route incoming client capital to separate processing channels concurrently, establish a dedicated parallel branching rule inside your workflow builder settings.

🗂️ Feature Overview

Feature	Available	Notes
Create Invoice	✓ Yes	Via `+ Create invoice` — bind to a contact or company record
Edit Invoice (Draft only)	Limited	Only Draft invoices can be edited; sent invoices must be voided first
Void Invoice	✓ Yes	Changes status to Void; required before creating a replacement
Add Product Line Items	✓ Yes	Pull directly from the Products catalog with SKU and unit price
Multi-Currency Support	✓ Yes	USD and INR per invoice, matching the linked product currency
Filter by Invoice Status	✓ Yes	Draft, Sent, Paid, Overdue, Void
Export Invoice List	Limited	Admin and Finance Manager roles only
Automated Payment Confirmation Email	✓ Yes	Via `gmail.send_email` workflow triggered on Paid status change
Split Invoice Across Multiple Bank Accounts	✗ Not Supported	Each invoice maps to a single financial profile; use parallel workflow branches for routing

🔐 Access & Permissions

Role	View Invoices	Create	Edit Draft	Void	Export
Admin	✓	✓	✓	✓	✓
Manager	✓	✓	✓	Limited	✓
Sales Agent	Own clients	Limited	✗	✗	✗
Support Agent	✗	✗	✗	✗	✗

⚠️ Common Errors

Error	Reason	Solution
Invoice total shows as zero or blank	The product's unit price was saved as zero, or a non-numeric value was entered in the price field	Edit the product in the catalog, correct the unit price to a plain number, then recreate the invoice line item
Cannot edit an invoice that was already sent	Once an invoice moves beyond Draft, the line items are locked to protect audit integrity	Change the invoice status to Void and create a corrected replacement invoice
Automated payment confirmation email not sent after marking Paid	The workflow monitoring invoice status changes is either inactive or the Gmail channel token has expired	Check the relevant workflow is ACTIVE and verify the Gmail channel connection in Settings
Invoice currency mismatch warning	The product's saved currency differs from the currency selected at the invoice level	Ensure the product and the invoice are both set to the same currency before saving

🔧 Troubleshooting

Problem

An invoice shows Overdue but the client says they already paid.

Reason

Payment was received but the invoice status was not manually updated to Paid inside the CRM, or the automated payment confirmation workflow did not trigger.

Solution

Manually change the invoice status to Paid from the invoice detail view. Then audit the payment confirmation workflow's Run History to identify why it didn't trigger automatically.

🔗 Related Modules

📦

Products

Products populate invoice line items

Closed deals trigger invoice creation

Automate payment confirmation emails

📊

Analytics

Revenue performance tracked here

✅ Best Practices

Never edit a sent invoice — void and replace instead

Maintaining a clean void-and-replace audit trail protects your accounting records. Editing sent invoices creates reconciliation discrepancies that are difficult to resolve during tax audits.

Build the payment confirmation workflow before sending your first invoice

Set up the gmail.send_email workflow triggered on invoice status → Paid before any invoices go live. Retroactively confirming payments manually is error-prone at scale.

Use date-range filters when exporting for quarterly reviews

Filter by creation date and payment status before exporting. An unfiltered export includes Draft and Void invoices that should not appear in revenue reporting.

📊 Module 7

Analytics & Performance Reports

A centralized data-visualization and tracking engine displaying system metrics, operational health, team response times, and financial performance summaries — transforming raw transactions into high-level, actionable charts.

Application Location: crm.smoothflick.org/analytics

📌 Core Concept — The 5 Ws

What

Centralized data-visualization engine displaying system metrics, operational health, and financial performance summaries.

Why

Eliminates guesswork by transforming database transactions into actionable charts and data tables.

Who

Business Owners, Sales Directors, Support Managers, and Platform Administrators.

When

During end-of-week review cycles, monthly pipeline audits, or when troubleshooting automated workflow failure logs.

📖 Technical Glossary

Data Aggregation: The background computational process of gathering raw transactional records (leads, billing totals, tasks) and turning them into summarized metrics.
SLA Breach Ratio: The analytical percentage tracking how many support tickets missed their predefined response timeline vs. those resolved on schedule.
Failure-Rate Logging: An administrative monitoring chart displaying the exact frequency and code breakdown of failed third-party API nodes (e.g., failed email delivery scripts).

🖥️ Analytics Interface

Analytics main dashboard — Analytics — Main Performance Dashboard

System overview panel — System Overview Panel

🎥 Video Guide — Complete CRM System Walkthrough

🛠️ Accessing Performance Summaries & Reviewing Log Ingests

📋 Pre-requisites

Administrator or Manager-level clearance roles updated within the security permissions matrix.
Active pipeline workflows or helpdesk systems generating operational transactional data.

1

Launching the Analytics Center Hub

Navigate to the left vertical panel and click the Analytics menu link to pull up system data charts and performance summaries.

2

Monitoring Team Execution & Task Checklists

Cross-reference the active listings table. Analyze team progression markers (IN PROGRESS, DONE) to identify bottlenecked areas or overdue project tracks.

Analytics task performance — Team Execution Metrics — Task Performance View

3

Reviewing Support SLA Metric Tables

Switch to the analytical support reports view. Filter historical response volumes, department classifications, and locate rows flagged with ⚠️ breached to calculate your SLA breach ratio.

SLA analytics — SLA Metric Table — Breach Ratio Analysis

4

Mapping Automation Ingest Logs & Failure Frequencies

Open your workflow canvas to inspect data payloads and trace system operational performance. Select individual action blocks to confirm that data variables map correctly across input string text fields.

5

Diagnostic Analysis of Concurrent Execution Logs

Navigate to the bottom panel of your active automation dashboards to view raw operational statistics. Track chronological flow histories, verify successful threads, and deep-dive into individual FAILED markers to address data-handling drop-offs.

💡 Pro Tip — Paired Diagnostics

When reviewing data tracking reports, pair workflow failure-rate metrics directly with your input configuration drawers. Checking them simultaneously lets you quickly adjust parameters before errors affect real-world client lists.

⚠️ Warning — Data Synchronization Interval

Analytics graphs aggregate data based on real-time transactional logs. If a third-party application key disconnects, any corresponding downstream operations will log a FAILED entry, throwing off your weekly performance statistics until the channel is re-authenticated.

❓ Frequently Asked Questions

Why is my analytics chart reporting high failed actions despite web forms working perfectly? ▼

A successful form submission only confirms raw user data was collected. If your internal connection channels or API tokens drop background authorization credentials, subsequent actions trigger error blocks. Audit your execution histories to isolate and update the breaking tool nodes.

Can I combine sales pipeline figures and support helpdesk response data into a single master report? ▼

Yes. By mapping multi-threaded automation tracks inside your builder workspace, you can feed both customer conversion steps and operational support parameters into shared tracking logs for integrated performance monitoring.

🗂️ Feature Overview

Feature	Available	Notes
Pipeline Performance View	✓ Yes	Lead counts, deal values, and stage conversion rates
Workflow Execution Log Review	✓ Yes	View SUCCESS / FAILED counts and failure reasons
SLA Breach Ratio Tracking	✓ Yes	Ticket response compliance metrics per department
Team Task Performance	✓ Yes	IN PROGRESS vs DONE task distribution per team member
Filter by Date Range	✓ Yes	Apply date filters to all metric views
Filter by Department	✓ Yes	Isolate data by Sales, Support, or Marketing department
Create Custom Reports	✗ Not Available	Analytics displays pre-built views; custom report builder not available
Export Analytics Data	Limited	Admin and Manager roles; not all views are exportable

🔐 Access & Permissions

Role	View Analytics	Filter Data	Export Data
Admin	✓ Full access	✓	✓
Manager	✓ Full access	✓	✓
Sales Agent	✗ Not Available	✗	✗
Support Agent	✗ Not Available	✗	✗

⚠️ Common Errors

Error	Reason	Solution
Analytics dashboard shows no data for the current week	No workflows, tickets, or pipeline movements occurred in the selected date range — or the date filter is set to a future period	Reset the date range filter to the current period and confirm that operational modules are actively generating data
Workflow failure count is unexpectedly high	One or more channel integrations (Gmail, WhatsApp) lost their authorization credentials, causing every triggered execution to fail	Go to Settings → Channels, identify the disconnected service, and re-authorize it
SLA breach ratio appears at 100%	The SLA time thresholds were set too low or agents are not responding via the correct reply channel (using internal notes instead of replies)	Review SLA threshold settings and ensure all ticket responses are submitted via the customer-facing reply field

🔧 Troubleshooting

Problem

The analytics pipeline chart shows fewer deals than what exists on the Kanban board.

Reason

Analytics aggregates data based on logged transactions. Deals manually moved on the board without a corresponding workflow event may not register in the analytics data layer immediately.

Solution

Wait up to a few minutes for the aggregation cycle to complete, then refresh the analytics page. If discrepancies persist, check whether the deals were created via workflow or manually and confirm both paths generate logged events.

🔗 Related Modules

Failure rate logs originate here

📋

Tickets

SLA breach ratios tracked here

Deal conversion rates visualized

Revenue metrics aggregated here

✅ Best Practices

Review workflow failure logs every Monday before the team standup

A quick scan of the execution logs at the start of each week catches silent failures before they compound into larger data gaps or missed client communications.

Cross-reference SLA breach ratio with team capacity data

A rising SLA breach ratio often signals a staffing or queue assignment problem rather than a technical one. Use the department filter to identify which specific queue is breaching, not just the global total.

Pair analytics review with workflow configuration — open both tabs simultaneously

When a metric shows an anomaly, open the corresponding workflow canvas in a second tab. Comparing the failure log detail with the action block configuration makes root cause identification faster.

📣 Module 8

Marketing Campaigns & Broadcast Engine

An outbound messaging and audience management workspace for designing forms, segmenting recipient lists, and executing bulk email or WhatsApp broadcasts — removing the need for isolated third-party marketing tools by leveraging captured CRM data directly.

Application Locations: crm.smoothflick.org/marketing marketing/broadcasts marketing/audiences marketing/email-templates marketing/whatsapp-templates marketing/forms forms/[form_uuid] crm.smoothflick.org/inbox inbox/[chat_uuid]

📌 Core Concept — The 5 Ws

What

Outbound messaging and audience management workspace for forms, segment lists, and bulk email or WhatsApp broadcasts.

Why

Removes need for isolated third-party marketing tools by using captured CRM data to build mass distributions and nurture leads.

Who

Marketing Coordinators, Growth Managers, and Sales Development Representatives.

When

When rolling out new campaigns, broadcasting holiday greetings, launching newsletters, or scheduling bulk operational announcements.

📖 Technical Glossary

Audience Segmentation: Filtering a master contact database into smaller, strategic lists based on unique profile properties, location, or past purchase behaviors.
Broadcast Node: An outbound automated action layer that transmits a uniform message template to a large list of recipients simultaneously.
Form Ingestion Mapping: Connecting custom web form fields directly to structural database keys inside the CRM to ensure automated profile sorting.

🖥️ Marketing Interface Gallery

Broadcast campaigns — Broadcast Campaigns

Marketing segment filters — Segment Filters

Marketing analytics — Campaign Analytics

Marketing automation — Marketing Automation

📬 Marketing to Inbox — Omnichannel Flow

Routes: crm.smoothflick.org/inbox inbox/[chat_uuid]

Marketing to inbox step 1 — Inbox — Step 1

Marketing to inbox step 2 — Inbox — Step 2

Marketing to inbox step 3 — Inbox — Step 3

Marketing to inbox step 4 — Inbox — Step 4

Marketing to inbox step 5 — Inbox — Step 5

Marketing to inbox step 6 — Inbox — Step 6

🎥 Video Guides — Marketing, Inbox & WhatsApp

📧 Marketing to Inbox

📱 WhatsApp Messages & Templates

🛠️ Designing Bulk Blast Workflows & Segmenting Inbound Sign-ups

📋 Pre-requisites

Active integration keys (Gmail, Meta WhatsApp Business API) authenticated in your security channels.
Predetermined audience lists or active web forms linked to the platform.

1

Accessing the Marketing Automation Builder

Select the Workflows directory link from the left panel to review your system marketing pipelines.

1a

Building Inbound Data-Capture Forms

Go to Campaigns → Form Builder → click + Create New Form.
Drag and drop components: Text Input (Name), Email Input, Phone Field.
Toggle "Required Field" on each component for data validation.
Click Publish Form to generate a unique Form ID.

Form builder canvas — Form Builder — Drag & Drop Canvas

2

Linking an Inbound Marketing Form Trigger

Select the top input block on your blank canvas. Set the operational event type to match your specific web capture page (e.g., new form sign-ups).

3

Building the Bulk Communication Message Node

Append a marketing execution node. Open the parameter configuration drawer and write your promotional template using dynamic mapping badges:

Hi {{name}}, we have an exclusive offer for {{company}}! Check out our latest updates...

Bulk message node — Bulk Communication Node — Template Configuration

4

Dividing Audiences via Multi-Channel Execution Tracks

Tap the splitting link connector to start a multi-thread execution block:

📧 Branch A — Email

Route immediate email newsletters through integrated Gmail account provider.

📱 Branch B — WhatsApp

Send mobile-friendly copy simultaneously via your connected WhatsApp Business channel.

Multi-channel broadcast branching — Multi-Channel Execution — Email + WhatsApp Parallel Branches

5

Monitoring Campaign Delivery Success Rates

Once live, navigate to the tracking logs panel to monitor transmission counts. Verify majority records report SUCCESS badges and analyze individual failed entries to resolve syntax or connection drops.

Campaign delivery monitoring — Campaign Delivery Monitoring — Execution Log View

💡 Pro Tip — Test Before Broadcast

When setting up massive multi-channel blast workflows, always send a manual test execution to your internal team email or device profile first. This verifies text layouts and dynamic parameters parse perfectly before publishing to active client records.

⚠️ Warning — API Velocity Restrictions

Large marketing broadcasts are limited by messaging rules set by connected channel providers (Google, Meta API daily output allowances). Spreading out massive lists or pacing your broadcast nodes prevents corporate accounts from being flagged for unexpected volume changes.

❓ Frequently Asked Questions

Campaign run history shows SUCCESS but none of the contacts received the broadcast. ▼

A success log indicates the CRM successfully prepared and pushed data packets to your connected tool provider. If delivery fails downstream, go to Integrations, clear the existing authorization state, and refresh your account keys to resolve hidden connection drops.

Can I target specific sub-groups (single city or industry) inside a broad workflow? ▼

Yes. Introduce conditional validation filtering nodes right after your master input trigger. These check individual profile field data arrays before allowing records to advance to active messaging nodes.

🗂️ Feature Overview

Feature	Available	Notes
Create Broadcast Campaign	✓ Yes	Via Marketing → Broadcasts — bulk email or WhatsApp
Build Audience Segment	✓ Yes	Filter contacts by profile properties, location, or behavior
Create Email Template	✓ Yes	HTML templates via Marketing → Email Templates
Create WhatsApp Template	✓ Yes	Meta-approved message templates via Marketing → WhatsApp Templates
Build Web Form	✓ Yes	Drag-and-drop form builder via Marketing → Forms
Publish Form (generate URL)	✓ Yes	Generates a unique Form ID and shareable link
Conditional Audience Filtering	✓ Yes	Add conditional nodes in the workflow to filter by city, industry, or tag
Multi-Channel Split (Email + WhatsApp)	✓ Yes	Use parallel branches to send via both channels simultaneously
Broadcast Delivery Tracking	✓ Yes	Run History logs per broadcast with SUCCESS / FAILED counts
Delete Campaign / Form	✓ Yes	Admin and Manager only

🔐 Access & Permissions

Role	View Campaigns	Create Broadcast	Build Forms	Manage Audiences	Delete
Admin	✓	✓	✓	✓	✓
Manager	✓	✓	✓	✓	Limited
Sales Agent	View only	✗	✗	✗	✗
Support Agent	✗	✗	✗	✗	✗

⚠️ Common Errors

Error	Reason	Solution
Broadcast run log shows SUCCESS but recipients report not receiving the message	The CRM successfully handed the data to the connected provider (Gmail/Meta), but delivery failed at the provider level — often due to an expired API token or spam filtering	Go to Settings → Channels, clear and re-authorize the channel token, then re-run the broadcast for the affected records
WhatsApp broadcast blocked by Meta	The message volume exceeded Meta's daily template messaging limit for the connected phone number	Reduce batch size, spread the broadcast across multiple days, and ensure your WhatsApp Business account is verified at the highest tier
Form submission not creating a CRM contact	The workflow triggered by the form is missing a `crm.create_contact` action node, or the form ID in the workflow trigger does not match the published form	Edit the workflow, verify the Form ID in the trigger block matches the published form, and add a `crm.create_contact` node
Dynamic tokens (`{{name}}`) appearing as literal text in the delivered message	The template was saved as a plain-text message without activating the dynamic variable mapping in the configuration drawer	Reopen the message node, use the "Available from earlier steps" badge panel to re-insert the tokens, and re-test the broadcast

🔧 Troubleshooting

Problem

A campaign was sent to 5,000 contacts but only 200 show in the success log.

Reason

The audience segment filtered out most contacts due to a mis-configured conditional node, or the channel's daily API limit was reached after the first 200 sends.

Solution

Review the conditional filter nodes for unintended restrictions. Check your Meta or Google API dashboard to confirm whether the daily send quota was reached. Schedule the remainder as a second broadcast batch the following day.

🔗 Related Modules

Audience segments built from contacts

Contacts