Contacts & CRM
By Conversa Labs
By Conversa Labs
Contacts, import, segments, attributes, companies, pipelines/kanban/deals, orders registry and custom objects.
Contacts and CRM overview
Overview The Contacts & CRM area is where ConversaLabs keeps track of who your audience is and what is happening with each business opportunity. Everything revolves around the contact: the person you talk to. From the contact, the platform connects companies, custom attributes, segments, conversation history and the deals in the CRM. In short, this category brings together four blocks that work as one: - Contacts: the central record of people, with CSV import and organization into segments. - Companies: group contacts that belong to the same organization. - Custom attributes: extra fields you create to store information specific to your business on contacts and conversations. - CRM: pipelines, kanban and deals to track opportunities from first contact to close, with notes, attachments, checklists, line items, value and order history. Prerequisites - An active ConversaLabs account and a user with access to the Contacts area. - For the CRM (pipelines, kanban and deals), the CRM module must be enabled for your account — it is usually on by default. - The Companies module is optional and may depend on your plan; if you do not see it, ask an administrator. - The Orders Registry and Custom Objects are advanced capabilities that may require activation. Check each dedicated article. Step by step 1. Open the Contacts area from the sidebar. 2. Create a contact manually or import your base via CSV. 3. Organize the base into segments (saved filters) to find groups quickly. 4. Define custom attributes to store the data that matters to your business. 5. Open the CRM and create or pick a pipeline; drag deals across stages on the kanban. 6. In each deal, log notes, attachments, checklists and line items, and track its value. 7. Use the Orders Registry to see the purchase history of each contact. Settings & options - Contacts: standard fields (name, email, phone, identifier, city, country) plus custom attributes. - Segments: saved filters by combined criteria (attributes, labels, date, etc.). - CRM: pipelines with their own stages, per-stage probability and per-deal rules. - Permissions: access to the CRM is controlled by the CRM management permission; administrators decide who can create and move deals. Use cases - Centralize every customer and lead in one record, coming from multiple channels. - Track sales opportunities in a visual funnel, from prospecting to close. - Segment the base for more precise campaigns, follow-ups and reports. - Record each customer's order history for more contextual support. Tips, limits & best practices - Standardize custom attributes before importing large bases — it avoids rework. - Use segments instead of loose labels for groups you query often. - Start with a simple pipeline and refine the stages as the operation matures. - Keep one contact per person: duplicates pollute reports and history. Troubleshooting - I do not see the CRM or Companies: the module may not be enabled for the account or for your role — ask an administrator. - Duplicate contacts after import: check the identifier/email column in the CSV before importing again. - I cannot move a deal: confirm you have the CRM management permission. See also - Contacts: create, import (CSV) and segments - Contact and conversation custom attributes - Companies and contact linking - CRM: pipelines, kanban and deals - Orders Registry in the CRM
Contacts: create, import (CSV) and segments
Overview The contact is the central record of each person you communicate with. Every contact stores identity data (name, email, phone, identifier), additional information and the custom attributes you define. From the contact you open conversations, create CRM deals and follow the history. You can populate your base in three ways: creating contacts manually, importing a CSV file, and letting new conversations create contacts automatically. To find groups quickly, organize the base into segments — saved filters by combined criteria. Prerequisites - An active ConversaLabs account and a user with access to the Contacts area. - To import, a CSV file with a header row as the first line. - Define the custom attributes you want to fill during import beforehand (see the custom attributes article). Step by step Create a contact manually 1. Open the Contacts area from the sidebar. 2. Use the new contact action and fill at least one identity field (name, email or phone). 3. Save. The contact becomes available for conversations and for the CRM. Import via CSV 1. In the Contacts area, open the import contacts option. 2. Download the sample CSV template, if offered, to see the expected columns. 3. Fill the file: one row per contact, with a column header on the first line. 4. Upload the file. The import runs in the background. 5. When it finishes, you get an email notification with the result (success or failure). Create and use segments 1. In the Contacts list, build a filter combining criteria (attributes, labels, dates, etc.). 2. Save the filter as a segment with a clear name. 3. Open the segment whenever you need that group, without rebuilding the filter. Settings & options - Standard fields: name, email, phone, identifier, city, country, company and blocked status. - Custom attributes: extra columns you create for your business. - Segments: saved per user and reusable; each user has a limit of saved filters. - Deduplication: email, phone and identifier help avoid repeated contacts. Use cases - Upload an existing base from another tool via CSV in minutes. - Create a "leads with no reply in the last 7 days" segment for a follow-up. - Split customers by city or by custom attribute for regional campaigns. Tips, limits & best practices - Make sure the CSV is UTF-8 to preserve accents and special characters. - Use a unique identifier column (or email/phone) to avoid duplicates. - Import a small test batch first before the full base. - Standardize formats (phone in international format, dates in the same pattern). Troubleshooting - The import failed: check the notification email; it is usually a header, encoding or column format error. - Duplicate contacts: verify the identifier/email column is filled and consistent. - Broken accents: save the CSV again as UTF-8 and import once more. - I cannot find a segment: segments are saved per user; confirm you are on the right user. See also - Contacts and CRM overview - Contact and conversation custom attributes - Companies and contact linking - Custom Objects
Contact and conversation custom attributes
Overview Custom attributes are fields you create to store information the platform does not ship by default — for example, a tax ID, the subscribed plan, the lead source, an order number or any data relevant to your operation. Each attribute is defined once (with a name, a key and a type) and then appears in the conversation side panel and/or on the contact record. You can use attributes as criteria for segments, in automations, in campaigns and during CSV import. Prerequisites - An active ConversaLabs account. - Administration permission to create and edit attribute definitions. - Decide the type of each field before creating it (text, number, date, list, etc.). Step by step 1. Go to the account Settings and open the custom attributes section. 2. Create a new definition and choose where it applies: contact or conversation. 3. Enter a display name (what the team sees); the system generates a stable key. 4. Select the field type (see the table below). 5. For lists, enter the possible values; save the definition. 6. Open a contact or conversation and fill the new attribute in the side panel. Settings & options The platform offers these attribute types: | Type | What it is for | | --- | --- | | Text | Free text (notes, codes) | | Number | Numeric values | | Currency | Monetary values | | Percent | Percentages | | Link | Clickable URLs | | Date | Dates | | List | Choose from predefined values | | Checkbox | True/false | - Attribute model: contact (applies to the person) or conversation (applies to that interaction). - Unique key: each key is unique per model and cannot conflict with standard fields. - Optional validation: some fields accept a pattern (regex) to enforce the format. - ConversaLabs also uses custom attributes in other modules (CRM, catalog, tasks, calendar and more), each in its own settings area. Use cases - Store the customer's tax ID or document number on the contact. - Mark the lead source (ad, referral, website) as a list. - Record an order number or ticket number on the conversation. - Build segments like "Pro plan customers" using a list attribute. Tips, limits & best practices - Choose the right type from the start — changing the type later may require re-editing data. - Use lists instead of free text for fields with few options (avoids variants like "WhatsApp" and "whats"). - Standardize key naming before importing large bases via CSV. - Contact attributes follow the person; conversation attributes apply only to that interaction. Troubleshooting - I cannot create the attribute: the key may already exist or conflict with a standard field — use another name. - The value does not appear on import: check that the CSV header uses exactly the attribute key. - The field rejects the value: there may be a format validation (regex) set on the definition. See also - Contacts: create, import (CSV) and segments - Companies and contact linking - CRM: pipelines, kanban and deals - Custom Objects
Companies and contact linking
Overview The Companies module lets you group contacts that belong to the same organization. Instead of treating each person in isolation, you start to see the corporate account: who the company's contacts are, how many interactions it generated and which deals are in progress. It is especially useful in B2B operations, where several contacts (purchasing, finance, support) talk to you on behalf of the same company. Prerequisites - The Companies module is optional and may depend on your plan. If you do not see it, it may be disabled for your account — ask an administrator. - Administration permission to enable and configure the module. - Have the contacts already created so you can link them to the company. Step by step 1. Confirm with an administrator that the Companies module is enabled for the account. 2. Create a company with at least a name (and, optionally, domain and description). 3. Link contacts to the company, associating the people from the same organization. 4. Open the company to see related contacts and the aggregated context. 5. Use company custom attributes to store specific data (segment, size, etc.). Settings & options - Company fields: name, domain, description and contact count. - Company custom attributes: extra fields created in the attributes area. - Contact linking: a contact can be associated with its company to inherit context. - CRM: a deal can be linked to a company (organization) in addition to the contact, connecting the opportunity to the corporate account. Use cases - Centralize all contacts of a corporate customer in a single view. - Track, in B2B, how many opportunities exist per company, not just per person. - Enrich reports and segments with organization data (size, market segment). Tips, limits & best practices - Use the company domain to standardize and avoid duplicate companies. - Link the right contacts: the module's value is in consolidation by organization. - Combine it with company custom attributes for richer analysis. Troubleshooting - I do not see the Companies module: it may be disabled for the account or for your plan — ask an administrator. - Duplicate companies: standardize by domain and merge repeated records. - Contact without a company: confirm it was linked to the correct organization. See also - Contacts and CRM overview - Contacts: create, import (CSV) and segments - Contact and conversation custom attributes - CRM: pipelines, kanban and deals
CRM: pipelines, kanban and deals
Overview The ConversaLabs CRM organizes your sales opportunities into pipelines (funnels). Each pipeline has stages (for example, Lead, Qualified, Proposal, Negotiation, Won, Lost), and each opportunity is a deal that moves across stages on a kanban board. A deal brings together everything that matters about the opportunity: title, value, current stage, priority, owner, related contact and company, expected close date and the movement history. When a deal is won or lost, you record the date and, optionally, the reason. Prerequisites - The CRM (pipelines) module must be enabled for the account — it is usually on by default. - The CRM management permission to create and move deals. Without it, you can only view. - Contacts created so you can associate them with deals. Step by step Create a pipeline 1. Open the CRM from the sidebar. 2. Create a new pipeline. You can start from a ready-made template (by niche) or build from scratch. 3. Adjust the stages: name, order and close probability for each. Create and move deals 1. Inside the pipeline, create a deal with a title and, optionally, value and contact. 2. Set priority, owner and expected close date. 3. On the kanban board, drag the deal card across stages as it progresses. 4. When done, mark the deal as Won or Lost, providing the date and the reason. Settings & options - Stages: each stage has a name, color and probability (the "Won" stage is 100% and "Lost" is 0%). - Pipeline templates: a catalog of ready funnels by niche (B2B sales, real estate, e-commerce, post-sales, onboarding and more) to start quickly. - Deal fields: title, value, currency, priority, owner, contact, company, team and expected close date. - Deal health: the platform can compute a health indicator to flag stalled or at-risk deals. - Filters and saved views: save combinations of pipeline, period and filters to reuse. Use cases - Track a visual sales funnel, with each deal in its stage. - Prioritize the portfolio by expected close date and deal health. - Connect the customer's conversation directly to the corresponding deal. - Measure conversion rates by stage and by pipeline in reports. Tips, limits & best practices - Start with a simple pipeline; too many stages make the funnel hard to read. - Keep stage probability realistic — it feeds revenue forecasts. - Use the expected close date to prioritize and avoid forgotten deals. - Always record the loss reason to learn from opportunities that did not close. Troubleshooting - I cannot move a deal: confirm you have the CRM management permission. - I do not see the CRM: the module may be disabled for the account — ask an administrator. - The forecast value is off: review the stage probabilities and each deal's value. See also - Contacts and CRM overview - Deals: notes, attachments, checklists, line items and automatic value - Orders Registry in the CRM - Companies and contact linking
Deals: notes, attachments, checklists, line items and automatic value
Overview A deal in the ConversaLabs CRM is much more than a title and a stage. Each deal brings together the elements that tell the full story of the opportunity: - Notes — internal team records about progress. - Attachments — related files (proposals, contracts, receipts). - Checklists — tasks to complete, with a done/total counter. - Line items — the lines of a quote (product, quantity, price and discount). - Value — the deal amount, which can be automatic (summed from line items) or manual (typed by you). When you add line items, the platform calculates the deal value automatically by summing each line total. This turns the deal into a small, consistent quote. Prerequisites - The CRM (pipelines) module enabled and a deal already created. - CRM management permission to edit notes, attachments, checklists, items and value. - To pull items from the catalog, the Catalog module with products in place. Step by step Add notes and attachments 1. Open the deal in the CRM. 2. In the deal panel, add a note with the context of the conversation or decision. 3. Attach relevant files to the deal to keep everything in one place. Create a checklist 1. In the deal, open the checklist section. 2. Add the items that must be completed (e.g., send proposal, schedule meeting). 3. Check each item as you go; the platform shows the completed total. Build the quote with line items 1. In the line items section, add a product (from the catalog) or a one-off item. 2. Set quantity, unit price and, if needed, a discount (fixed amount or percentage). 3. The platform computes the total of each line and adds it all into the deal value. 4. To return to a manual value, remove the line items. Settings & options - Automatic vs manual value: if any line item exists, the value becomes automatic (sum of the lines). With no line items, you set the value manually. - Per-line discount: each item accepts a fixed discount (direct deduction) or a percentage (on the line subtotal). A line total is never negative. - Single currency per deal: all lines use the deal's currency; the first line sets the currency. - Catalog snapshot: when you add a catalog item, the name and price are frozen at that moment — editing the product in the catalog later does not change a quote you already built. - Counters: the deal shows counts of notes, attachments and checklist items (done/total). Use cases - Build a proposal inside the deal itself, with products, quantities and discounts. - Track a qualification checklist before advancing the stage. - Keep the PDF proposal and receipts as attachments on the deal. - Keep the pipeline value consistent with the customer's real quote. Tips, limits & best practices - Prefer line items for quotes: the value stays correct and auditable. - Since the catalog item is a snapshot, update prices in the catalog before building new quotes. - Use notes for internal history and attachments for documents — don't mix the two. - Keep the checklist lean and actionable; it guides progress through the stages. Troubleshooting - The value doesn't sum the items: check that line items exist; with none, the value is manual. - I can't change the currency: the currency is single per deal and set by the first line — remove the lines to reset it. - The price differs from the catalog: the item keeps the price from the moment it was added (snapshot). - I don't see line items: confirm the Catalog module is enabled and has products. See also - CRM: pipelines, kanban and deals - Orders Registry in the CRM - Companies and linking to contacts - Contacts and CRM overview
Orders Registry in the CRM
Overview The Orders Registry is a contact-centric purchase history. For each contact (and, optionally, for each deal) you record orders with a title, value, currency, status and date, building a clear view of everything that person has bought. It's important to understand what it is and what it is not: the orders registry is a log, not a payment gateway. It does not charge, refund or reconcile money — billing is handled by the Payments module. Marking an order as "refunded" or "canceled" here is just a history note, not a financial operation. Orders can arrive from several origins: entered manually, received via webhook, created through the API, originated from the Payments module, or from commerce integrations. Prerequisites - The Orders Registry is optional and off by default. Ask an administrator to enable it for the account. - CRM management permission to create and edit orders. - Contacts in place — every order belongs to a contact. Step by step 1. Confirm with an administrator that the Orders Registry is enabled. 2. Open a contact (or a deal) and find the Orders section. 3. Create an order with a title, value, currency and status. 4. Optionally, set the order date and paid date, and link the order to a deal. 5. Update the status as the order evolves (paid, partially paid, overdue, refunded, etc.). Settings & options - Order status: pending, paid, partially paid, overdue, refunded, canceled and failed. - Source: manual, webhook, API, Payments or commerce — identifies where the record came from. - Links: every order belongs to a contact and can be linked to a CRM deal. - Currency and value: each order has its own value and currency (default BRL). - External identifier: orders from integrations carry an external ID that prevents duplicates. - Owner-based wallet: when owner-based privacy is active, each rep sees only the orders of the contacts/deals they can access. Use cases - Keep each customer's purchase history right on the contact profile. - Track, on the deal, the orders already placed for that opportunity. - Consolidate orders from multiple origins (manual, Payments, commerce) into a single log. - Feed automation and reports based on what each contact has bought. Tips, limits & best practices - Use the orders registry for history; to actually charge, use the Payments module. - Standardize titles and statuses to make reading and filtering easier. - When integrating via webhook/API, send a stable external ID so orders aren't duplicated. - Link the order to the matching deal when it makes sense, to connect sale and opportunity. Troubleshooting - I don't see the Orders section: the module may be disabled for the account — talk to an administrator. - Duplicate order: check that the integration is sending the same external ID instead of creating a new one. - The order didn't charge the customer: that's expected — the registry is a log; charging is done in Payments. - I can't create an order: check your CRM management permission and that the contact exists. See also - CRM: pipelines, kanban and deals - Deals: notes, attachments, checklists, line items and automatic value - Contacts and CRM overview - Custom Objects
Custom Objects
Overview ConversaLabs models a standard world: contacts, conversations, companies and deals. But every business also tracks its own entities: a school tracks Courses and Enrollments; a clinic tracks Procedures and Insurance plans; a SaaS tracks Licenses and Projects; a real-estate agency tracks Properties and Visits. Custom Objects let you create those entities no-code. You define an object type (with a free name, your own fields and a primary display property), register records (the instances) and associate them with contacts and deals. It's the same Custom Objects concept from HubSpot/Mautic, now native to the platform — one account, one governance model, with no re-keying into external tools. Prerequisites - The Custom Objects module is optional and off by default. Ask an administrator to enable it for the account. - Custom object management permission to create types, fields and records. - Existing contacts and/or deals to associate the records with. Step by step Create an object type 1. Confirm with an administrator that the module is enabled. 2. Create an object type with a name (e.g., "Course") and an icon. 3. Add the type's fields, choosing each one's format (text, number, currency, date, yes/no, list or link). 4. Set the primary property — the field used to display the record's name. Register and associate records 1. Create a record of the type (e.g., "English Course", value 100), filling in the fields. 2. Open a contact or a deal and use the option to associate the record with it. 3. Optionally, set an association label (e.g., "student", "guardian"). 4. To remove the link, use the disassociate option. Settings & options - Field types: text, number, currency, date, yes/no (boolean), list and link — the same formats as custom attributes, with the same input widgets. - Primary property: defines how the record appears in lists and panels. - Associations: a record can be associated with contacts and deals, with an optional label and association date. Each link is unique per associable. - View by type: opening a contact (or deal) shows associated records grouped by type. - Segmentation and automation: you can filter contacts by "associated with type X" and use automation conditions/actions and webhooks based on associations. - API: types, records and associations can be managed via the public API, with deduplication by an external identifier. Use cases - A school records Courses and Enrollments and associates them with student contacts. - A clinic tracks Procedures and Insurance plans per patient. - A SaaS tracks Licenses and Projects per customer, linked to deals. - A real-estate agency registers Properties and Visits and associates them with contacts and opportunities. Tips, limits & best practices - Start with few types and essential fields; expand as needed. - Choose the primary property carefully — it's the record's "name" everywhere in the interface. - Use association labels to differentiate roles (e.g., student vs. guardian). - In the current version, associations target contacts and deals (not conversations or companies), and there is no record-to-record association nor calculated fields. Troubleshooting - I don't see the module: it may be disabled for the account — talk to an administrator. - I can't create types or fields: confirm your custom object management permission. - I can't find a record to associate: check that it was created under the right type. - Duplicate record via the API: send a stable external identifier so deduplication works. See also - Custom contact and conversation attributes - CRM: pipelines, kanban and deals - Orders Registry in the CRM - Contacts and CRM overview