Question 1

What is the Staffify CRM?

Accepted Answer

The Staffify CRM is a built-in customer relationship management tool that lets you track contacts, companies, deals, tasks, and all communication history in one place. Contacts are created automatically from calls and widget conversations, and your AI agents can look up, update, and create CRM records in real time during conversations.

Question 2

What are Companies and how do I use them?

Accepted Answer

Companies represent the organizations your contacts belong to. Each company can have multiple linked contacts and deals. You can store name, website, phone, email, address, industry, company size, annual revenue, LinkedIn URL, tags, owner, and primary contact. Go to CRM, then Companies, and click New Company to create one. Standard accounts can create up to 25 companies; Enterprise accounts have no limit.

Question 3

How are contacts created?

Accepted Answer

Contacts can be created automatically from calls (matched by phone number), automatically from widgets (when a visitor provides their name or email), manually via the New Contact form, or by importing a CSV or connecting HubSpot, Salesforce, Zoho, or Pipedrive. When a call comes in from a known number, the existing contact record is updated rather than creating a duplicate.

Question 4

What information is stored on a contact?

Accepted Answer

Each contact can store name, email, phone (primary and secondary), job title, address, lifecycle stage (Lead, Prospect, Customer, Churned), source, linked company, owner, notes, activity history, associated deals, tasks, and tickets, full call history, email thread, appointment history, and recently viewed tracking.

Question 5

How do I search and filter contacts?

Accepted Answer

From the Contacts page, use the search bar to find contacts by name, email, or phone number. Use the filter button to narrow results by lifecycle stage, owner, source, or archived status. The global search bar at the top of every page also searches contacts alongside deals, companies, and more.

Question 6

How do I import contacts?

Accepted Answer

Go to CRM, then Import. You can upload a CSV file with columns for first_name, last_name, email, phone, company, job_title, address, lifecycle_stage, source, and notes. Alternatively, sync from HubSpot, Salesforce, Zoho, or Pipedrive by authenticating and choosing which contacts to import. Duplicate detection runs on email and phone number.

Question 7

What are lifecycle stages?

Accepted Answer

Lifecycle stages track where a contact is in your journey. Lead means a new contact not yet evaluated. Prospect means they show genuine interest and are actively being pursued. Customer means an active paying customer. Churned means they were a customer but have left. You can change a contact's stage manually or configure email automation flows to trigger on stage changes.

Question 8

How do deals and the pipeline work?

Accepted Answer

Deals represent sales opportunities with a name, value, currency, close date, and pipeline stage. Go to CRM, then Pipeline to customize stages: add, rename, reorder, and delete stages. Views include Kanban (drag to change stage), List (sortable table), and Forecast (grouped by close month with weighted values). Each deal can be linked to a contact and a company.

Question 9

How do tasks work?

Accepted Answer

Tasks are follow-up items that can be linked to a contact or deal and assigned to a team member. Create tasks from the Tasks page, a contact profile, or a deal detail page. Priority levels are Low, Medium (default), and High. Mark tasks complete from the task list or detail page. Tasks are available on all plans.

Question 10

What are segments?

Accepted Answer

Segments are saved groups of contacts used to target specific groups with email campaigns or automation flows. Static segments are manually curated. Smart segments are defined by filter rules and update automatically (Enterprise feature). Standard accounts can create up to 3 static segments; Enterprise accounts have unlimited segments and smart segments.

Question 11

What are bulk actions?

Accepted Answer

From the Contacts page, select multiple contacts using checkboxes and apply actions to all at once: archive (hide but keep history), delete (permanently remove), change lifecycle stage, or add to a static segment. Use the header checkbox to select all on the current page.

Question 12

What is the CRM Inbox?

Accepted Answer

The Inbox gives you a unified chronological feed of all customer interactions: phone calls, voice and text widget conversations, emails, appointments, and support tickets. Filter by channel type or search by contact name or subject to see everything without switching between sections.

Question 13

What is the CRM dashboard?

Accepted Answer

The CRM dashboard shows a summary of your CRM activity including total contacts, companies, deals, and tasks; new contacts added this week; open deals and total pipeline value; tasks due today and overdue; a recent activity feed; and recently viewed records.

Question 14

How do I merge duplicate contacts?

Accepted Answer

Open one of the contact profiles and click the merge icon. Search for the duplicate contact by name or email, select which record to keep as the primary, and confirm the merge. The merged contact keeps all activity history, notes, deals, and tasks from both records. The duplicate is removed.

Question 15

How do I archive or delete a contact?

Accepted Answer

Archive hides the contact from your main list but keeps all their history and can be restored. Delete permanently removes the contact and unlinks them from deals, calls, and appointments. Anonymize (GDPR) removes all personal data while keeping activity history for reporting, required for GDPR right-to-erasure requests. These options are on the contact detail page.

Question 16

How does the AI use the CRM during calls?

Accepted Answer

When the CRM Lookup node is enabled in your agent's workflow, the AI automatically looks up the caller's phone number at the start of every call. If the caller is a known contact, the AI gets access to their name, email, company, custom notes, and lifecycle stage. The AI can also update contact information and create new contacts during the call.

Question 17

What are custom fields?

Accepted Answer

Custom fields let you store additional data on contacts, companies, or deals beyond the built-in fields. Go to Settings, then Custom Fields to create them. Field types include text, multi-line, number, date, dropdown, multi-select, checkbox, URL, and email. Standard accounts can create up to 5 per entity type; Enterprise accounts up to 25. Custom field values work as merge fields in email templates using the syntax {{custom.field_key}}.

Question 18

How do I export my contacts?

Accepted Answer

Go to the Contacts page and click the Export button to download a CSV of all visible contacts respecting your current filters. The export includes name, email, phone, company, job title, lifecycle stage, source, created date, and owner. Similarly, go to the Deals page to export all deals. Exports are capped at 100,000 records.

Question 19

How do I send an email or SMS directly to a contact?

Accepted Answer

From any contact detail page, use the Send Email or Send SMS button to write a one-off message. Emails support templates and merge fields with open and click tracking. SMS sends from your assigned phone number and shortens any link for click tracking. Both are logged on the contact timeline and in the CRM Inbox.

Question 20

What is the activity timeline on a contact?

Accepted Answer

Every contact and deal shows an Activity timeline in chronological order with calls (transcript and summary), emails (opens and clicks), SMS, appointments, tickets, notes, lifecycle changes, and field updates made by the AI. Filter the timeline to show only certain event types when preparing a follow-up.

Question 21

How do notes work on contacts, companies, and deals?

Accepted Answer

Notes are freeform text on any contact, company, or deal record. Every note shows author and timestamp, notes are searchable from the global search bar, and company notes are separate from contact notes. Notes on a contact are visible to your AI agent during calls when CRM Lookup is enabled. Notes are never shown to customers.

Question 22

How do I assign a contact, company, or deal to a team member?

Accepted Answer

Every record has an Owner field. Set the owner on the record detail page and filter the Contacts, Companies, and Deals lists by owner. Team members invited from Settings, then Team can be selected as owner. The default owner on new records is the user who created them.

Question 23

Can I use tags to organize contacts?

Accepted Answer

Yes. Every contact and company supports comma-separated tags. Tags are ad-hoc labels perfect for quick grouping without a custom field. Filter Contacts and Companies by tag, and tags are included in CSV exports. For structured, reportable data prefer a custom field or a segment.

Question 24

Can I store extra fields like LinkedIn, secondary phone, or timezone?

Accepted Answer

Yes. Each contact supports secondary email and secondary phone, LinkedIn URL, timezone, preferred language (used by email flows and multilingual AI), Do Not Call flag (blocks outbound calls and SMS), job title, address, and country. For anything else, create a Custom Field from Settings.

Question 25

What is the Recently Viewed list?

Accepted Answer

The CRM dashboard shows a Recently Viewed panel with the last contacts, companies, and deals you opened. It is per user, so each team member sees their own list. This is the fastest way to jump back into what you were working on last.

Question 26

Can I have more than one sales pipeline?

Accepted Answer

Yes. Go to CRM, then Pipeline, then New Pipeline. Common setups include separate pipelines for New Business and Upsell, one per product line, or per region. Each pipeline has its own stages and default stage. Switch pipelines on a deal to move it to the new pipeline default stage. Deleting a pipeline requires picking another pipeline to migrate its deals to.

Question 27

How does the deal forecast view work?

Accepted Answer

The Forecast view on the Deals page groups open deals by expected close month and shows Pipeline value (sum of deal values expected to close) and Weighted forecast (each deal multiplied by the win probability of its current stage). Configure win probabilities per stage in CRM, then Pipeline. Deals without a close date are grouped separately.

Question 28

How do quotes work?

Accepted Answer

Quotes let you send a formal, branded price proposal. Go to CRM, then Sales, then Quotes. Click New Quote, pick the customer, add line items from Products or type them, set tax, discount, currency, and validity, then save as draft or send. Sending emails a PDF and an online view where the customer can accept or decline. Statuses: Sent, Viewed, Accepted, Declined, Expired. Once accepted, click Convert to Invoice.

Question 29

How do invoices work?

Accepted Answer

Invoices are billing documents you send to a customer. Go to CRM, then Sales, then Invoices. Statuses: Draft, Sent, Overdue, Paid, Void. Actions include Send, Mark Paid (for bank transfers), Send Reminder, Void, and Create Credit Note. The Sales dashboard shows billed total, paid total, outstanding, average invoice value, and a 12 month revenue trend.

Question 30

What are products and line items?

Accepted Answer

Products are the reusable services or items you sell. Go to CRM, then Sales, then Products. Each product has name, description, default unit price, default quantity, tax rate, and currency. Pick a product from the list when building a quote or invoice to prefill the line item, then adjust as needed for that document.

Question 31

How do I connect Stripe to collect online payments?

Accepted Answer

Go to CRM, then Settings, then Sales, and click Connect Stripe to finish Stripe Connect onboarding. Once connected, a Pay Now button is added to every invoice you send. When a customer pays, the invoice flips to Paid automatically, the payment is recorded with the Stripe reference, and both parties get an email confirmation. Stripe fees are charged by Stripe, not by Staffify.

Question 32

How do I set up my business profile for quotes and invoices?

Accepted Answer

Go to CRM, then Settings, then Business. Configure company name, KVK number, VAT number, IBAN, address, country, default VAT percentage, logo, footer text, brand colors, and default payment terms, quote validity, currency, and document language. Changes apply to new documents. Already-sent documents keep the profile they were sent with.

Question 33

Can I customize the notification emails for invoices and quotes?

Accepted Answer

Yes. Go to CRM, then Settings, then Notification Templates. Override subject line and body for invoice sent, invoice paid, invoice reminder, quote sent, quote accepted, and quote declined. Templates support merge fields like {{customer_name}}, {{invoice_number}}, {{amount_due}}, and {{due_date}}, in English, Dutch, German, and French based on the customer language.

Question 34

How do I set up my own email sending domain?

Accepted Answer

Go to CRM, then Email, then Domains. Enter the domain (for example mail.yourcompany.com), copy the DNS records (SPF, DKIM, Return-Path) into your registrar, then come back and click Verify. Verification usually completes in minutes but can take up to 24 hours. Once verified, pick the sender identity your emails should use. You can add multiple domains.

Question 35

How do I map CSV columns during an import?

Accepted Answer

After you upload your CSV, the mapping screen matches each column to a CRM field. Columns with matching names are auto-mapped; the rest you map from the dropdown, including to your Custom Fields, or Skip to ignore. A preview shows the first rows before importing. Include the country code on phone numbers (e.g. +31612345678) and ISO dates (YYYY-MM-DD).

Question 36

Can I trigger an email flow when a lifecycle stage changes?

Accepted Answer

Yes. In CRM, then Email, then Flows, create a flow with the trigger Lifecycle stage changed, select the stage that should start the flow, and add wait, condition, and email steps. The stage can be changed by you, by the AI during a call, or by a bulk action, and the flow fires in every case.

Question 37

How do email credits work in the CRM?

Accepted Answer

Outbound emails from campaigns, flows, and one-off contact sends use email credits. See your balance in CRM, then Settings, then Credits. One credit per email regardless of length. Transactional invoice and quote notifications use their own allowance. Failed deliveries are not charged. Top up manually, or turn on auto top up.

Question 38

What can I do from the CRM Inbox?

Accepted Answer

Filter by type (calls, chat, voice, appointments, tickets, emails), search by contact name/email/phone/summary, and see items grouped by Today, Yesterday, This Week, Older. Unknown callers get an Add to CRM button for one-click contact creation. Opening an email or chat thread automatically marks inbound messages as read.

Question 39

How do I read and reply to email threads on a contact?

Accepted Answer

The contact detail Emails tab shows the full inbound and outbound conversation with the person, oldest first, with downloadable attachments. Opening the thread marks inbound emails read and auto-scrolls to the newest message. Click Reply to open an inline composer with Re: prefilled subject, attachments, merge fields, and templates.

Question 40

How do I customize the look of my emails with the Brand Kit?

Accepted Answer

Go to CRM, then Email, then Brand Kit. Configure primary color and hover, secondary color, text, card background, page background, border color, logo URL, and font family. Live preview included. Brand Kit changes apply to new templates built from starter templates. Existing templates keep their colors so published designs never change unexpectedly.

Question 41

Is there a library of pre-built email templates?

Accepted Answer

Yes. Click New Template on the Templates page for a modal of starter templates (welcome, follow-up, appointment reminder, promotion, newsletter, and more). Picking a starter loads its design, subject, and preheader, and your Brand Kit colors and logo apply automatically.

Question 42

Can I send a test email before publishing a template or campaign?

Accepted Answer

Yes. Click Send Test in the template editor or campaign composer, enter an email address, and receive a real inbox preview. Test sends use merge tag defaults, do not consume credits, and are not tied to a contact. Send as many as you need.

Question 43

How do merge tags work in email subjects and bodies?

Accepted Answer

Merge tags pull data from the contact record. Common ones: {{first_name}}, {{last_name}}, {{email}}, {{phone}}, {{company_name}}, {{job_title}}, {{custom.field_key}}, {{unsubscribe_url}}. Use the merge tag picker to insert them, or type by hand. Fallbacks are supported: {{first_name|there}}.

Question 44

How do I see how a campaign performed?

Accepted Answer

Open the campaign from CRM, then Email, then Campaigns. Metrics: Sent, Delivered, Open rate, Click rate, Unsubscribe rate, and Bounces (hard and soft). Statuses: Draft, Scheduled, Sending, Sent, Paused, Cancelled. Scheduled campaigns can be paused or cancelled before send.

Question 45

What are the different node types in an email flow?

Accepted Answer

Trigger (contact created, lifecycle changed, segment joined, tag added, custom event), Send Email, Wait (minutes, hours, days), Condition (Yes/No branch on contact fields), Update Contact (field, stage, or tag), Add to Segment, and Exit. Flows show total and active enrollments; draft is editable, active can be paused, paused can be resumed.

Question 46

How does SMS opt-out (STOP) work?

Accepted Answer

Every outbound SMS lets recipients reply STOP or UNSUBSCRIBE to opt out. Opted-out contacts are excluded from all future SMS. Attempts to send are silently blocked and logged. Each campaign shows an opt-out count. Opting a contact back in requires explicit consent and a manual change. This is required for TCPA and EU e-Privacy compliance.

Question 47

What SMS campaign metrics are tracked?

Accepted Answer

Delivered (accepted by carrier), Failed (rejected or invalid), Opt-outs (STOP replies from this campaign), Clicks (taps on short links in the body), and Cost (total EUR). The SMS dashboard shows rolling totals for the last 7, 30, 60, or 90 days.

Question 48

How do I sync contacts from HubSpot, Salesforce, Zoho, or Pipedrive?

Accepted Answer

CRM, then Import, then pick the platform to start OAuth. Zoho requires picking the correct data region first (com, eu, in, or com.au). Imports contacts, companies, and deals depending on scope. Sync status: Pending, Running, Completed, Failed with error log. Duplicates match on email and phone. Re-run the import to bring in new records later.

Question 49

What happens when I move a deal to Won or Lost?

Accepted Answer

A modal opens asking for a short free-text reason explaining why the deal was won or lost. The reason is visible on the deal detail page and useful for team reviews and reports. Moving a deal back out of Won or Lost is allowed and the reason is preserved for history.

Question 50

What KPIs are shown on the Sales dashboard?

Accepted Answer

CRM, then Sales shows Paid total, Outstanding, Overdue, Average invoice value, a 12-month revenue chart, and counts for paid and open invoices. The chart makes seasonality easy to spot, and Overdue is a live nudge to send reminders on late invoices.

Question 51

Can I assign a task to a specific team member?

Accepted Answer

Yes. Use the Assign To field on a task to pick any team member. Team members become available as soon as you invite them from Settings, then Team. Reassign by opening the task and changing Assign To. Filter the Tasks page by owner for a personal work list. Tasks can also be linked to a contact or a deal for context.

Question 52

Do custom fields show up in the list views?

Accepted Answer

Yes. The first custom fields you create per entity type are added as columns in Contacts, Companies, and Deals list views. Column order follows custom field order. On narrow screens some columns collapse. Values are also in CSV exports and are searchable from the global search bar.

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