Sales & Gamification
By Conversa Labs
By Conversa Labs
Sales management, books of business, goals, goal-over-goal, gamification, leaderboard, rewards, commissions, wallboard and lead score.
Sales & Gamification overview
Overview The ConversaLabs Sales & Gamification module turns your support operation into a measurable, motivated sales machine. In one place it brings together sales management (per-rep customer portfolio, goals and distribution), gamification (leaderboard, points, levels, leagues, badges and trophies), the rewards economy (coins and a prize catalog), commissions and a real-time wallboard to display the live ranking. The key differentiator: the numbers come from real product events. When a deal is won in the CRM, a payment is confirmed, a catalog sale happens, an appointment is booked or a follow-up converts, the module records points automatically — no manual spreadsheet entry. The platform also includes Engagement & Lead Score, which measures each contact's engagement and computes a configurable lead score. Prerequisites - An active ConversaLabs account with the Sales & Gamification module enabled (optional feature, turned on by an administrator/operator). - For the engagement and lead-scoring features, the Engagement & Lead Score module must also be enabled. - An access role with the sales management permission to configure goals, rewards and commissions. Reps usually get a role with access to their own portfolio and ranking. - Real events flowing through the platform (CRM deals, payments, bookings, etc.) so the scoreboard has something to score. Step by step 1. Ask an administrator to enable the module for your account. 2. Define the sales access roles (for example, rep and sales manager) and assign them to the team. 3. Organize the customer portfolio: each rep now owns their contacts, conversations and deals. 4. Create your first goals (and, if you like, goal-over-goal tiers) per period. 5. Turn on gamification: confirm the point sources, badges and the leaderboard. 6. Build the rewards economy (coins and catalog) and/or the commission plans. 7. Open the wallboard on an office TV or share the display link. 8. Track the Reports to measure attainment, payout and progress. Settings & options - Sales management: portfolio, per-rep isolation, transfer, distribution and goals. - Gamification: leaderboard, points, levels, leagues, contests, badges and recognition. - Rewards: coins, prize catalog and redemption queue. - Commissions: plans with tiers, accelerators, SPIFs, clawback and statements. - Wallboard: scenes, animations, a read-only display token and visual branding. - Engagement & Lead Score: event catalog, point groups, weights and the timeline. Use cases - Give each rep a private portfolio and measure individual results precisely. - Create healthy competition with a live ranking on the wallboard and team rewards. - Reward behaviors (not just sales) with coins redeemable for prizes. - Pay commissions transparently, with auditable statements. - Prioritize the hottest leads by their engagement score. Tips, limits & best practices - Start with goals and one or two point sources; add complexity gradually. - Keep the rules visible to the team — gamification works when it's transparent. - Use the wallboard as a daily ritual (morning/afternoon) to keep engagement high. - Remember points derive from real events: make sure the CRM, Payments and Calendar are being used correctly. Troubleshooting - I don't see the module: it may not be enabled for your account or your access role — talk to an administrator. - The scoreboard is empty: confirm there are active goals in the period and that events (deals, payments) are happening in the platform. - A rep can't see another rep's portfolio: that's expected — per-rep isolation is intentional. See also - Sales management: portfolio, per-rep isolation and goals - Goal-over-goal and collective team rewards - Gamification, leaderboard, rewards and commissions - Real-time wallboard (TELÃO) - Engagement & Lead Score
Sales management: portfolio, per-rep isolation and goals
Overview Sales management gives each rep their own customer portfolio — their contacts, conversations and deals — with per-rep isolation, meaning one rep can't see another rep's portfolio. On top of that you define goals (quotas) per period and distribute new contacts fairly. The owner of each record tracks the customer durably: even if the conversation is archived, the ownership link remains. Ownership is the backbone of the module: it powers rankings, individual goals and commissions. That's why the module handles the portfolio end to end — assignment, transfer (with history carry-over) and automatic distribution (round-robin). Prerequisites - The Sales & Gamification module enabled for the account. - An access role with the sales management permission to configure the portfolio, transfer/distribution rules and goals. - Reps registered as agents and assigned to the appropriate sales roles (for example, rep and sales manager). - For full privacy between reps, the granular permissions capability must be available on your plan; without it, visibility falls back to team/inbox rules. Step by step 1. Define the sales roles. Create/adjust the roles (rep, sales manager) and the visibility scope (account, teams or inboxes). 2. Assign owners. Each contact, conversation and deal gets a responsible rep (owner). 3. Configure distribution. Turn on round-robin so new contacts are split automatically across the team. 4. Transfer when needed. Move the portfolio (or specific records) from one rep to another; the history goes with it (carry-over). 5. Create goals. Set each rep's quota per period (week/month/quarter) and the metric (for example, deals won or amount paid). 6. Track attainment. Use the panel/reports to see who is near or above target. Settings & options - Owner (record owner): durable link on contacts, conversations and deals. - Per-rep isolation: each rep sees only their own portfolio; managers get a broader view per role. - Transfer: manual (one by one or in bulk) or rule-automated, with history carry-over. - Distribution (round-robin): splits new contacts automatically. - Goals: per rep and per period, with the metric that makes sense for the business. - Isolation mode: tune how private the portfolio is, based on team maturity. Use cases - Inbound sales team: each new lead automatically drops to the next rep in line. - Territory reorg: transfer a departed rep's portfolio to another, without losing history. - Manager-led operation: a manager tracks everyone's portfolio; each rep sees only their own. - Monthly goals with daily tracking on the panel and the wallboard. Tips, limits & best practices - Set the owner from the start — rankings, goals and commissions depend on it. - Prefer automatic distribution to avoid lead disputes. - When transferring portfolios, tell the team to keep the customer relationship warm. - Start with one clear goal metric (e.g., deals won) before combining several. Troubleshooting - A rep can't see a contact they should: confirm they're the owner and that the role/access scope is correct. - Leads aren't being distributed: check that automatic distribution (round-robin) is on and that there are eligible reps. - The goal doesn't show up for the rep: check that there's an active goal in the current period and that the rep is in the correct scope. See also - Sales & Gamification overview - Goal-over-goal and collective team rewards - Gamification, leaderboard, rewards and commissions - Real-time wallboard (TELÃO)
Goal-over-goal and collective team rewards
Overview Goal-over-goal lets you stack objectives in layers: beyond the base goal, you create a super goal and a mega goal. Whoever passes a level unlocks the next one, with over-achievement accelerators (growing rewards for going further) and goal chaining (one goal unlocking the next). This keeps the team motivated even after hitting the initial target. In parallel, collective team rewards reward the whole team when it reaches (or exceeds) an agreed goal. The grant is idempotent by goal, tier and period — meaning the reward is granted exactly once for each combination, with no risk of duplicates. Prerequisites - The Sales & Gamification module enabled. - The sales management permission to create goals, tiers and rewards. - Individual and/or team goals already structured (see the sales management article). - Rewards configured (points, badges, coins or prizes) to attach to the tiers. Step by step 1. Create the base goal for the period (per rep or per team). 2. Add the tiers super and mega on top of the base, setting each one's trigger (for example, 110% and 130% of the base). 3. Configure the accelerators for over-achievement: define what grows as attainment advances. 4. Chain goals, if desired: when one goal is completed, the next is unlocked automatically. 5. Define the collective reward: choose what the team earns when it hits the agreed goal. 6. Track the grant: when the trigger is reached, the collective reward is granted exactly once (idempotent) for that period/tier. Settings & options - Goal tiers: base, super and mega, each with its own trigger. - Over-achievement accelerators: rewards that grow as the rep passes the goal. - Goal chaining: completing one goal unlocks the next. - Collective reward: a reward granted to the team when the agreed objective is reached or exceeded. - Idempotency: each combination (goal + tier + period) yields at most one grant. Use cases - End-of-month campaign with base, super and mega to stretch the result. - Team bonus when everyone together hits the agreed number (not just the top performers). - A sequence of chained challenges across a quarter. - An accelerator for those who pass 100% — the more they sell, the more they earn. Tips, limits & best practices - Calibrate the triggers so super and mega are ambitious but attainable. - Combine individual reward (accelerator) with collective reward to balance competition and collaboration. - Communicate the tiers and prizes clearly — transparency multiplies the effect. - Trust idempotency: the collective reward isn't granted twice, even with reprocessing. Troubleshooting - The collective reward wasn't granted: confirm the team reached the trigger in the period and that the collective reward is attached to that tier. - A super/mega tier didn't unlock: check that the trigger is above the previous level and within the correct period. - The accelerator didn't apply: verify the rep actually passed the configured threshold. See also - Sales management: portfolio, per-rep isolation and goals - Gamification, leaderboard, rewards and commissions - Real-time wallboard (TELÃO) - Sales & Gamification overview
Gamification, leaderboard, rewards and commissions
Overview Gamification brings the team's performance to life. Points are derived from real product events — a deal won in the CRM, a confirmed payment, a catalog sale, a booking or a follow-up conversion — and feed a live leaderboard with a podium, levels, leagues, contests (individual and team), badges/medals (Bronze to Diamond), certifications, public recognition and Pareto analysis. On top of that layer, the platform brings a rewards economy (coins redeemable for prizes in a catalog) and the commission modules, with tiered plans, accelerators, SPIFs, clawback and auditable statements. Commissions are computed from real events — by default on the confirmed payment, with the option to compute on the won deal. Prerequisites - The Sales & Gamification module enabled. - The sales management permission to configure points, rewards and commissions. - Real events flowing (CRM, Payments, Catalog, Calendar, Follow-ups) to generate points and compute commissions. - A prize catalog and/or commission plan defined, depending on what you'll use. Step by step 1. Confirm the point sources. Decide which events score and with what weight. 2. Configure levels and leagues. Define the progression (levels) and the competition groups (leagues). 3. Create contests. Launch challenges per period, individual or team. 4. Turn on badges and recognition. Choose the trophies (Bronze→Diamond) and how to celebrate achievements. 5. Build the coin economy. Define how the team earns coins and set up the prize catalog. 6. Manage redemptions. Approve and track the prize redemption queue. 7. Create the commission plan. Define tiers, accelerators, SPIFs and clawback rules. 8. Track the statements. Check the computation (accrued → approved → paid) and use the simulator. Settings & options - Leaderboard: live ranking with a podium and real-time updates. - Points: derived from real events, with configurable weights. - Levels and leagues: individual progression and competition groups. - Contests: challenges per period, individual and team. - Badges/medals and recognition: trophies from Bronze to Diamond, certifications and broadcast. - Coins and catalog: coin earning + redeemable prizes + redemption queue. - Commissions: tiered plans, accelerators, SPIF, clawback, statements and a simulator (computed on the confirmed payment by default; won deal as an option). - Niche packs (Program Packs): ready-made templates to start fast (SaaS, retail, real estate, infoproduct, agency and B2B). Use cases - A daily ranking on the wallboard with a podium for the top three. - A weekend flash contest (SPIF) for a specific product. - A prize store where the team swaps coins for benefits. - Transparent commission, with a statement the rep can check at any time. Tips, limits & best practices - Start with a few point sources and a lean catalog; grow over time. - Use the niche packs to accelerate the initial setup. - Note that crediting a commission (computing it) is different from ranking: define each rule clearly. - Review redemptions regularly to keep trust in the coin economy. Troubleshooting - Points don't appear: confirm the real events are happening and that the point source is active. - The coin balance looks wrong: remember the balance is the sum of the movement history (credits and redemptions). - The commission wasn't computed: check the trigger rule (confirmed payment or won deal) and the plan's period. - A redemption got stuck: check the redemption queue and pending approvals. See also - Real-time wallboard (TELÃO) - Goal-over-goal and collective team rewards - Sales management: portfolio, per-rep isolation and goals - Sales & Gamification overview
Real-time wallboard (TELÃO)
Overview The wallboard (TELÃO) is the live showcase of the sales operation. On a big screen — an office TV or a full-screen browser — it shows the real-time ranking with animated re-sorting, a moving podium, a team thermometer (progress toward the goal) and celebrations when someone hits the base, super or mega goal. It's the perfect tool to create energy and focus for the team. The wallboard supports multiple scenes (rotating, for example, between individual ranking, team ranking and contests), can be opened with a read-only display token (without exposing the account) and accepts visual branding (whitelabel) to match your brand. Prerequisites - The Sales & Gamification module enabled, with gamification configured (points/leaderboard). - The sales management permission to generate the display link/token and adjust scenes. - Active goals in the period to feed the thermometer and the celebrations. - A display screen (TV, monitor or full-screen browser) with internet access. Step by step 1. Open the wallboard settings in the Sales & Gamification module. 2. Choose the scenes you want to display (individual ranking, team, contests) and the rotation order. 3. Adjust the appearance (colors, logo and visual identity) to match your brand. 4. Generate the read-only display token to open the wallboard on public screens safely. 5. Open in full screen on the office TV/monitor using the display link. 6. Watch it live: the ranking re-sorts, the podium animates and reached goals are celebrated automatically. Settings & options - Scenes (multi-scene): rotate between different panels. - Animated re-sorting: the ranking reorganizes in real time with each new score. - Moving podium: animated highlight for the top performers. - Team thermometer: a collective progress bar toward the period's goal. - Celebrations: visual effects when base, super and mega goals are reached. - Display token (read-only): a safe link for public screens, with no account login. - Visual branding (whitelabel): your own colors, logo and theme. Use cases - A TV in the sales room showing the day's ranking all the time. - A scene dedicated to a flash contest during a campaign. - An instant celebration when a rep closes a deal (effect on the wallboard). - A wallboard at events/kickoffs to recognize the team publicly. Tips, limits & best practices - Use the read-only token for public screens — avoid leaving a logged-in session exposed. - Rotate scenes to keep the wallboard interesting throughout the day. - Pair the wallboard with rituals (day open/close) to reinforce the habit. - On long-running displays, prefer full-screen mode and keep the browser up to date. Troubleshooting - The wallboard doesn't update in real time: check the internet connection and reload the display page. - The display link won't open: confirm the display token was generated and is still valid. - Celebrations don't appear: check that there are active goals in the period and that gamification is configured. - The brand isn't showing as customized: review the wallboard's visual branding options. See also - Gamification, leaderboard, rewards and commissions - Goal-over-goal and collective team rewards - Sales management: portfolio, per-rep isolation and goals - Sales & Gamification overview
Engagement & Lead Score: engagement timeline and configurable scoring
Overview Engagement & Lead Score measures how engaged each contact is and computes a configurable lead score. Every relevant interaction becomes an event on a timeline tied to the contact — and that timeline survives even if the originating conversation or deal is deleted, because the events are stored independently. You define an event catalog (a kind of behavior "pixel"), organize the events into point groups and assign weights to each one. Real product events — messages, deals, follow-ups, payments, bookings, catalog sales, emails — are mapped to that catalog and add (or don't add) points according to the weight. With this, your team prioritizes the hottest leads. This module is the lead axis (the contact), complementary to the Sales module, which is the actor axis (the rep). When it makes sense, the same event can grant dual credit: engagement points for the contact and, if the actor is a rep, XP for the rep in the Sales module. Prerequisites - The Engagement & Lead Score module enabled for the account (optional feature, turned on by an administrator/operator). - The engagement management permission to configure the event catalog, groups and weights. - Real events flowing through the platform (conversations, messages, CRM, payments, calendar, follow-ups, catalog) to feed the scoring. - For the rep's dual XP credit, the Sales & Gamification module must also be enabled. Step by step 1. Build the event catalog. Register the events you want to track (each with a name, group, icon and default points). 2. Define the point groups. Group events by theme (for example, support, purchase, marketing). 3. Adjust the weights. Give more points to the most important events; use weight 0 to just record (track) without scoring. 4. Choose the dedup policy per event: count always, once per contact, or with an interval (cooldown). 5. Track the timeline. On the contact panel, see the engagement timeline and the lead score. 6. Prioritize and segment. Sort lists by score and build segments of the hottest leads. 7. (Optional) Track external events. Use the tracker (pixel) with a token to record events outside the platform. Settings & options - Event catalog (definitions): key, name, group, icon, default points and whether it's active. - Point groups: named counters that add points by theme. - Weights: score per event (including 0 to record without scoring). - Deduplication: count always, once per contact, or with a cooldown (configurable interval). - Lead score: overall and per-group score, shown on the contact and usable to sort/segment. - Dual credit: the same event can score the contact (engagement) and the rep (XP in Sales). - Tracker (pixel): a public token-verified endpoint for external events. - Retention: an optional retention period for the timeline events (no point decay in v1). Use cases - Prioritize the lead queue by the contacts with the highest score. - Create a "hot leads" segment for a targeted sales action. - Track a contact's journey on a single timeline, even after archiving conversations. - Record behaviors outside the platform (a page visit, an email open) via the pixel. Tips, limits & best practices - Start with a few high-value events; refine the weights over time. - Use weight 0 to trial a new event before deciding how much it's worth. - Pick the right dedup policy to avoid inflating the score (e.g., "once per contact" for sign-ups). - Remember: in v1 there's no point decay — the score is cumulative. Troubleshooting - The lead score doesn't change: confirm the event is active in the catalog, with weight greater than 0, and that real events are happening. - An event counted too much: review the dedup policy (you may need "once per contact" or a cooldown). - The timeline disappeared after deleting a conversation: it doesn't disappear — engagement events are preserved independently of the source. - The external pixel isn't recording: check the tracker token and the request limits. See also - Sales & Gamification overview - Sales management: portfolio, per-rep isolation and goals - Gamification, leaderboard, rewards and commissions - Real-time wallboard (TELÃO)