Coeffection CRM Documentation

Getting Started

Welcome to Coeffection CRM — the unified platform built for mid-market sales teams. Coeffection combines a full contact and lead management system with an end-to-end Quote-to-Cash workflow, a communication hub, and deep integrations into the tools your team already uses every day.

This documentation covers every module in the product. Use the sidebar on the left to jump directly to the section you need. Each section includes a visual walkthrough of the interface, step-by-step instructions, and tips from our implementation team.

First-time setup checklist

1. 1Sign up or accept your invitation email — you will land on the workspace setup wizard.
2. 2Complete your company profile: name, timezone, logo, and default currency.
3. 3Invite your team members via Admin → Users → Invite User.
4. 4Connect your email provider (Gmail or Outlook) under Admin → Integrations.
5. 5Import your existing contacts by uploading a CSV file from Contacts → Import.
6. 6Set up at least one sales pipeline under Admin → Pipelines.
7. 7Configure your product catalog under Products so quotes can be generated.
8. 8Run through the 5-minute demo walkthrough available on the Dashboard.

Once setup is complete you will land on the main dashboard. From there you can navigate to any module using the left sidebar. The sidebar shows only the sections your role has permission to access.

Need help at any time? Click the ? icon in the top right corner to open this documentation in a side panel, or email support@coeffection.com.

Dashboard Overview

The dashboard is the first screen you see after logging in. It provides a high-level snapshot of your team's sales health: pipeline value, open deals, recent activity, upcoming tasks, and KPI progress. Each widget on the dashboard can be customised or rearranged by dragging.

Managers and Executives see an aggregated team view by default, while Sales Reps see their personal metrics. Use the team selector in the top-right corner of the dashboard to switch between your own numbers and the full team roll-up.

Customising your dashboard

1. 1Click the Edit Dashboard button in the top-right corner of any dashboard.
2. 2Drag and drop widgets to reorder them.
3. 3Click the + Add Widget button to add a new chart, table, or KPI card.
4. 4To remove a widget, hover it and click the × button in its top-right corner.
5. 5Click Save Layout when finished.

The dashboard also surfaces an Upcoming Tasks widget showing your tasks due in the next 48 hours, and a Deal Forecast widget that uses weighted pipeline value to project your month-end revenue. Both widgets are powered in real time and update without a page refresh.

Contacts & Companies

Contacts are the individual people you do business with — prospects, customers, partners, and influencers. Companies (also called Accounts) are the organisations those people belong to. A contact can belong to one or more companies, and a company can have many contacts.

You can create contacts manually, import them from a CSV, or have them flow in automatically from web form fills or lead capture integrations. Every contact gets a full activity timeline showing calls, emails, SMS messages, notes, deals, cases, and tasks — all in one place.

Creating a new contact

1. 1Navigate to Contacts in the sidebar and click the blue "+ New Contact" button.
2. 2Fill in First Name, Last Name, and at least one of: Email or Phone.
3. 3Link the contact to a Company — type to search existing companies or click "Create New Company".
4. 4Set the Contact Status (Lead, Prospect, Customer, Churned) and assign an Owner.
5. 5Click Save. The contact record opens immediately.

Contact detail view

Importing contacts via CSV

To bulk-import contacts navigate to Contacts → Import. Download the CSV template, populate it with your data, and re-upload. The importer shows a column-mapping step where you can match your CSV headers to Coeffection fields — including any custom fields your admin has configured. Duplicate detection is based on email address; existing records will be updated rather than duplicated.

Leads Management

Leads represent early-stage interest before a full contact or opportunity record is warranted. They are a lightweight capture mechanism — often sourced from web forms, marketing campaigns, events, or manual entry — and live in their own module until they are qualified and converted.

Each lead has a lead score (0–100) calculated automatically based on engagement signals: email opens, page visits, form submissions, and direct outreach. High-scoring leads appear at the top of the list and trigger alerts to the assigned rep.

Converting a lead

1. 1Open the lead record and click the Convert Lead button in the top-right.
2. 2Choose whether to create a new Contact, a new Company, or both.
3. 3Optionally create an Opportunity at the same time by checking Create Opportunity and selecting a pipeline stage.
4. 4Click Convert. The lead is marked as Converted and linked to the newly created records.

Lead assignment rules can be configured by an Admin under Settings → Workflows. You can round-robin new leads across your team, assign by territory, or route based on company size or lead score thresholds.

Opportunities & Pipeline

Opportunities represent active sales deals. Each opportunity belongs to a pipeline — an ordered sequence of stages (e.g. Qualified → Demo Scheduled → Proposal Sent → Negotiation → Closed Won). You can have multiple pipelines for different product lines or sales motions.

Every opportunity has a close date, an expected value, and a probability percentage. These feed into the Deal Forecast widget on your dashboard. Stage gates let admins require certain conditions before a deal can advance — for example, a signed NDA before moving to Proposal.

Pipeline editor

Admins can create and configure pipelines under Admin → Pipelines. Each stage can have a default probability, a color, and optionally a stage gate — either a soft gate (warning only) or a hard gate (blocks movement until conditions are met). Stage gates can require a field to be filled, a task to be completed, or a specific user to approve the transition.

Cases & Tickets

The Cases module is Coeffection's customer support and issue-tracking system. Cases are customer-reported problems, service requests, or enquiries that require resolution. They can be created manually by an agent, raised via an inbound email, or submitted through a web form.

Each case moves through a Kanban board with five default statuses: Backlog, Pending Agent, In Progress, Pending Customer, and Resolved. You can add custom statuses to match your support workflow. Priority levels (Low, Medium, High, Critical) drive SLA timers and escalation rules.

Creating a case

1. 1Go to Cases in the sidebar and click "+ New Case".
2. 2Select or search for the Contact this case belongs to. Link to a Company if applicable.
3. 3Enter a Subject and a full Description of the issue.
4. 4Set Priority (Low / Medium / High / Critical) and Category (e.g. Billing, Technical, Feature Request).
5. 5Assign to an agent or leave unassigned to add to the team queue.
6. 6Optionally apply a Case Template which will pre-populate a checklist of tasks.
7. 7Click Create Case. An automated email confirmation is sent to the contact.

SLA timers and escalation

SLA rules are configured in Admin → Settings → SLA Policies. Each priority level maps to a first-response target and a resolution target. When a case is created, the appropriate SLA timer starts immediately. If the first-response deadline is approaching, the case card turns amber. If the deadline passes, it turns red and an escalation email is fired to the case owner's manager.

Email threading

Every case has a unique email address (e.g. case-0494@support.yourcompany.com). When a customer replies to a case notification, that reply is appended to the case thread automatically. Agents can reply directly from within Coeffection and the email will appear to come from the support address, keeping the conversation on-brand.

Tasks & Assignments

Tasks are the atomic unit of work in Coeffection. They can be standalone to-dos, subtasks on a project, action items attached to a case, or required checklist items on an opportunity stage gate. Every task has an assignee, a due date, a priority, and a status.

Tasks can be assigned to a specific person or to a team queue. Queue-assigned tasks appear in the shared inbox of the team; the first agent to claim it becomes the owner. Dependencies between tasks are tracked with Blocks / Blocked By relationships, allowing you to model multi-step workflows.

Task dependencies

Open a task and scroll to the Dependencies section. You can add any number of "Blocks" relationships (tasks this task prevents from starting) and "Blocked By" relationships (tasks that must complete before this one can start). Tasks that are currently blocked display a red "Blocked" badge and cannot be moved to In Progress until all their blockers are resolved.

Creating tasks from stage gates

When an opportunity advances to a new pipeline stage, any task templates configured for that stage are automatically spawned. For example, when a deal moves to Proposal Sent, tasks for "Send proposal document", "Schedule follow-up call", and "Log decision maker name" can be created automatically and assigned to the deal owner.

1. 1Go to Admin → Pipelines and open the pipeline you want to configure.
2. 2Click on a stage card to open its settings.
3. 3Under "Task Templates", click "+ Add Template".
4. 4Enter the task title, default assignee (person or team), priority, and relative due date (e.g. 2 days after stage entry).
5. 5Save. Tasks will be created automatically for all future deal movements into that stage.

Projects

Projects group related tasks under a shared goal. They are ideal for post-sale activities such as customer onboarding, implementation engagements, or internal campaigns. A project has a start date, an end date, a status, and an owner. Project milestones let you break the timeline into phases.

Every project can be linked to a Contact, a Company, or an Opportunity, giving your team full context about why the work is being done and who the customer is. Project progress is calculated automatically based on how many of its tasks are marked Complete.

1. 1Navigate to Projects in the sidebar and click "+ New Project".
2. 2Enter the project name, start and end dates, and assign an owner.
3. 3Link to a Contact, Company, or Opportunity using the Related To field.
4. 4Add milestones by clicking + Add Milestone and naming each phase.
5. 5Create tasks within each milestone using the inline task creator.
6. 6Share the project with team members using the Members tab.

Quotes & Proposals

The Quote Builder lets you assemble professional proposals directly from your product catalog without leaving Coeffection. Each quote is linked to an opportunity and a contact. When a quote is accepted it automatically advances to the contract stage, kicking off the Quote-to-Cash workflow.

Quotes support line items, quantity discounts, manual override pricing, tax rates, and multi-currency. Each line item pulls from the product catalog and respects effective-dated pricing — so if a price changes next month, existing quotes are not affected. A beautiful PDF is generated automatically and can be emailed to the customer directly from the quote record.

1. 1Open an Opportunity and click "Create Quote" from the Related section.
2. 2Add line items by searching the product catalog.
3. 3Adjust quantities, apply discounts, and set the quote expiry date.
4. 4Preview the PDF to check formatting.
5. 5Click Send to Customer — the system emails the PDF and creates a tracked link.
6. 6When the customer accepts, click Accept Quote which transitions to Contract.

Contracts & DocuSign

When a quote is accepted, Coeffection creates a Contract record automatically. The contract module handles the full signature lifecycle: generating the contract document from a template, sending it for e-signature via DocuSign, tracking signer activity, and receiving the countersigned copy.

If you do not have a DocuSign account, you can use the PDF upload fallback — attach a signed PDF manually and mark the contract as signed. Either path triggers the same downstream automation: the linked opportunity moves to Closed Won and an invoice is generated in QuickBooks or NetSuite.

State machine

The contract progresses through these states automatically:

Invoices & Billing

Once a contract is fully signed, Coeffection automatically generates an invoice and syncs it to your connected accounting system — QuickBooks Online or NetSuite. The invoice mirrors the line items and totals from the originating quote. You can also create invoices manually from any opportunity or contact record.

Invoices track payment status (Draft, Sent, Partially Paid, Paid, Overdue, Void) and display a payment timeline. When payment is recorded in QuickBooks or NetSuite, the status syncs back to Coeffection within minutes via webhook.

1. 1Connect QuickBooks or NetSuite under Admin → Integrations.
2. 2When a contract is fully signed, an invoice is created automatically.
3. 3To create manually: open an Opportunity and click Create Invoice.
4. 4Review line items, add payment terms, and click Send to Customer.
5. 5Payment status syncs automatically when recorded in your accounting system.

Communication Hub

The Communication Hub is the unified inbox for all customer interactions. Every email, phone call, SMS message, and meeting is automatically logged against the relevant contact, company, opportunity, or case. Your team never needs to manually log calls or copy-paste emails again.

The hub integrates with Gmail and Outlook for email sync, Twilio for voice calls and SMS, and Zoom for video meetings. Call recordings are transcribed automatically via Fireflies.ai and the summary is attached to the activity record.

Email sync setup

1. 1Go to Admin → Integrations and click Connect next to Gmail or Outlook.
2. 2Authorise access via the OAuth popup.
3. 3Choose whether to sync All Emails or only emails matching CRM contacts.
4. 4Configure the sync lookback period (up to 12 months of history).
5. 5Emails will begin appearing on contact and opportunity timelines within minutes.

Making calls with Twilio

With Twilio connected, a Call button appears on every contact record and in the communications module. Clicking it opens the soft-phone dialler inside Coeffection. Calls are recorded (with the appropriate consent notice), transcribed, and attached to the contact timeline. You can add notes during the call that are saved alongside the recording.

Integrations Setup

Coeffection integrates with the tools your team already uses. All integrations are managed by an Admin from the Admin → Integrations page. Most connections use OAuth — you authorise Coeffection to access your account and the token is stored securely per tenant.

Each integration page inside the app shows its current status, last sync time, and a log of any recent errors. You can disconnect and reconnect at any time without losing your data in Coeffection.

Setting up Google (Gmail & Calendar)

Coeffection supports two connection modes. Personal Connection is fastest — each user connects their own Google account via OAuth and is up and running in under a minute. Organization Connection uses Google's Domain-Wide Delegation so an admin connects once and every user in the Workspace domain is synced automatically — no individual OAuth flows, no per-user setup, and employees added later are connected immediately.

Supported Features

Option A — Personal Connection

1. 1Go to Admin → Integrations and click the Google (Gmail & Calendar) card.
2. 2Click "Connect My Account" — a Google OAuth popup will open.
3. 3Sign in with the Google account you use for work email (use your personal work email, not a shared admin account).
4. 4Review the permission scopes and click "Allow". Coeffection requests: read and send email, manage calendar events, and view your email address.
5. 5Your Gmail inbox and Google Calendar will begin syncing immediately. Existing emails matching CRM contacts will backfill onto their timelines.

Option B — Organization Connection (Domain-Wide Delegation)

This is the recommended setup for teams of 5+ users. An admin completes the setup once and every user in the Google Workspace domain is connected automatically — no individual OAuth flows needed. New employees are connected the moment they are added to the Workspace domain.

Part 1 — Create a Google Cloud Service Account

1. 1Go to console.cloud.google.com and select (or create) the project you want to use.
2. 2Navigate to APIs & Services → Library. Search for and enable: Gmail API, Google Calendar API, and People API.
3. 3Navigate to IAM & Admin → Service Accounts. Click "Create Service Account".
4. 4Name it something descriptive like "Coeffection CRM Delegation" and click Create and Continue.
5. 5Skip the optional role and user access steps — click Done.
6. 6Click into the new service account. Go to the Details tab and check "Enable Google Workspace Domain-wide Delegation". Copy the Client ID shown — you will need it in Part 2.
7. 7Go to the Keys tab. Click Add Key → Create new key → JSON. A .json file will download — this is your service account credential file. Store it securely.

Part 2 — Grant Domain-Wide Delegation Scopes

1. 1Go to admin.google.com and sign in as a Super Admin.
2. 2Navigate to Security → Access and data control → API controls.
3. 3Scroll down to "Domain-wide delegation" and click Manage Domain-wide Delegation.
4. 4Click "Add new". In the Client ID field, paste the Client ID you copied from the service account.
5. 5In the OAuth scopes field, paste the following scopes (comma-separated):

https://www.googleapis.com/auth/gmail.send,
https://www.googleapis.com/auth/gmail.readonly,
https://www.googleapis.com/auth/gmail.modify,
https://www.googleapis.com/auth/calendar,
https://www.googleapis.com/auth/calendar.events,
https://www.googleapis.com/auth/userinfo.email

1. 1Click Authorize. The service account now has permission to act on behalf of any user in your domain for these scopes.

Part 3 — Connect in Coeffection

1. 1In Coeffection, go to Admin → Integrations → Google (Gmail & Calendar).
2. 2Click "Connect My Organization".
3. 3Enter your Google Workspace domain (e.g. yourcompany.com).
4. 4Upload the JSON key file you downloaded in Part 1.
5. 5Click "Verify & Save". Coeffection will test the delegation by reading a sample inbox — if scopes are correct, the connection is confirmed.
6. 6All users in your Workspace domain are now connected. Email sync, calendar sync, and send-as capabilities are active for every user.

Troubleshooting

Setting up Zoom

Supported Features

Option A — Personal Connection

1. 1Go to Admin → Integrations → Zoom.
2. 2Under "Personal Zoom Connection", click Connect.
3. 3Sign in to Zoom in the OAuth popup and authorize Coeffection.
4. 4Your Zoom meetings, recordings, and call logs will sync to the CRM immediately.

Option B — Organization Connection (Server-to-Server OAuth)

For teams where all users share a Zoom account, create a Server-to-Server OAuth app in the Zoom Marketplace. This connects every user automatically — no individual OAuth flows.

Step 1 — Create a Server-to-Server OAuth App

1. 1Go to marketplace.zoom.us and sign in with your Zoom admin account.
2. 2Click Develop → Build App in the top navigation.
3. 3Select "Server-to-Server OAuth" as the app type and click Create.
4. 4Name the app (e.g. "Coeffection CRM Integration") and click Create.
5. 5On the App Credentials page, copy the Account ID, Client ID, and Client Secret — you will need all three.

Step 2 — Add Required Scopes

1. 1In the Zoom app settings, go to the "Scopes" tab.
2. 2Add these scopes: meeting:read:list_meetings:admin, meeting:read:meeting:admin, cloud_recording:read:list_user_recordings:admin, phone:read:list_call_logs:admin, user:read:list_users:admin.
3. 3Click "Done" to save the scopes.
4. 4Go to the Activation tab and click Activate your app.

Step 3 — Connect in Coeffection

1. 1In Coeffection, go to Admin → Integrations → Zoom.
2. 2Under "Organization Connection", paste the Account ID, Client ID, and Client Secret.
3. 3Click "Verify & Save". Coeffection will make a test API call to confirm the credentials work.
4. 4All users in your Zoom account are now connected. Meetings, recordings, phone calls, and webinars sync for everyone.

Zoom Phone — Embedded Dialer

If your Zoom account includes Zoom Phone, Coeffection embeds the Zoom Phone Smart Embed widget directly into the CRM. A floating phone pill appears in the bottom-right corner. Click it to open the full dialer — or click any phone number on a contact record to start a call instantly.

Troubleshooting

Setting up Twilio

Supported Features

Prerequisites

Getting Your Credentials

1. 1Go to console.twilio.com and sign in to your Twilio account.
2. 2On the main Console dashboard, find your Account SID and Auth Token. The Auth Token is hidden by default — click "Show" to reveal it.
3. 3Copy both values — you will paste them into Coeffection in the next step.

Connecting in Coeffection

1. 1Go to Admin → Integrations → Twilio.
2. 2Paste your Account SID and Auth Token.
3. 3Enter your Twilio phone number in E.164 format (e.g. +14155552671).
4. 4Click "Save and Test". Coeffection will place a test API call to verify the credentials.
5. 5Configure inbound call routing — choose to ring a specific team, a user, or set up an IVR menu.
6. 6Set your default caller ID and recording preferences.

10DLC SMS Compliance

US carriers require businesses to register their phone numbers for Application-to-Person (A2P) messaging through the 10DLC system. Without registration, your SMS messages may be filtered or blocked. Complete registration in the Twilio Console:

1. 1In the Twilio Console, go to Messaging → Trust Hub → A2P Brand Registration.
2. 2Submit your brand (company name, EIN, website, vertical) for vetting.
3. 3Once approved, create a Messaging Campaign with your use case (e.g. CRM notifications, appointment reminders).
4. 4Provide your privacy policy URL and terms of service URL — these must include SMS consent and opt-out language.
5. 5After carrier approval, your Twilio number is 10DLC-registered and SMS delivery rates improve significantly.

Troubleshooting

Setting up DocuSign

Supported Features

Connecting DocuSign

1. 1Go to Admin → Integrations → DocuSign and click Connect.
2. 2Sign in to your DocuSign account in the OAuth popup.
3. 3If you manage multiple DocuSign accounts, select the one to connect.
4. 4Coeffection will fetch your DocuSign templates — map each template to a Coeffection contract type (e.g. Master Service Agreement, NDA, SOW).
5. 5Configure signer field mapping — choose which CRM contact fields populate the DocuSign signer fields (name, email, company, title).
6. 6Click Save. Contracts sent from Coeffection will now use DocuSign envelopes.

Quote-to-Cash Workflow

DocuSign is a key step in Coeffection's Quote-to-Cash pipeline. The full flow is: Quote (draft) → Contract Sent (via DocuSign) → Signed → Closed/Won → Invoice Created. When a signed webhook arrives from DocuSign, the opportunity automatically advances to Closed Won and — if QuickBooks or NetSuite is connected — an invoice is created automatically.

Troubleshooting

Setting up Slack

Supported Features

Connecting Slack

1. 1Go to Admin → Integrations → Slack and click Authorize.
2. 2Sign in to Slack and select the workspace to connect.
3. 3Review the requested permissions and click Allow — Coeffection needs permission to post messages to channels.
4. 4Pick the default channel for CRM notifications (e.g. #crm-alerts).
5. 5Configure notification rules: choose which CRM events trigger notifications and which channel receives each event type.
6. 6Optionally add per-pipeline or per-team channel overrides for granular routing.
7. 7Test the connection by triggering a sample deal update — a message should appear in your chosen channel.

Notification Rules

Rules control which CRM events generate Slack messages. Available event types:

• Deal Stage changed, deal won, deal lost
• Contract Sent, viewed, signed, declined
• Task Assigned, overdue, completed
• Lead New lead assigned, lead converted
• Invoice Created, paid, overdue

Troubleshooting

Setting up QuickBooks

Supported Features

Connecting QuickBooks

1. 1Go to Admin → Integrations → QuickBooks and click Connect your QuickBooks Online account.
2. 2Sign in via the QuickBooks OAuth popup and authorize Coeffection to access your company file.
3. 3If you manage multiple QuickBooks companies, select the one to connect.
4. 4Coeffection will fetch your existing QuickBooks customers and display a mapping preview.

Customer Mapping

After connecting, Coeffection matches CRM accounts to QuickBooks customers by company name. The mapping preview shows suggested matches — review each one and accept, reject, or manually override the match.

Auto-Invoice Configuration

1. 1In the QuickBooks integration settings, toggle "Auto-invoice on Close Won".
2. 2Configure the invoice template — select which QuickBooks income account, payment terms (Net 15, Net 30, etc.), and memo text to use.
3. 3Map CRM quote line items to QuickBooks products/services — the mapper suggests matches by product name.
4. 4Set your preferred sync frequency: real-time (webhook), hourly, or daily batch.
5. 5Run an initial sync and review the results in the QuickBooks integration log.

Quote-to-Cash Flow

When QuickBooks + DocuSign are both connected, the full Quote-to-Cash automation is:

Each step is automatic — the signed DocuSign envelope triggers Closed Won, which triggers the QuickBooks invoice. Your sales team closes the deal; finance sees the invoice without lifting a finger.

Troubleshooting

Setting up NetSuite

Supported Features

Step 1 — Create a NetSuite Integration Record

1. 1In NetSuite, go to Setup → Integration → Manage Integrations.
2. 2Click New. Name the integration "Coeffection CRM".
3. 3Check "Token-Based Authentication" under Authentication.
4. 4Uncheck TBA: Authorization Flow if it is checked — Coeffection uses the direct token approach.
5. 5Save the record. Copy the Consumer Key and Consumer Secret — these are shown only once.

Step 2 — Create a Dedicated User and Role

1. 1Go to Setup → Users/Roles → Manage Roles and create a new role (e.g. "CRM Integration").
2. 2Assign the minimum permissions needed: Customers (Full), Transactions (View/Create), Items (View). Restrict access to only the record types Coeffection needs.
3. 3Go to Setup → Users/Roles → Manage Users. Create a dedicated user (e.g. crm-sync@yourcompany.com) and assign the new role.
4. 4This user will be used exclusively for the integration — using a dedicated user makes audit logging clear and permission management simple.

Step 3 — Generate Access Tokens

1. 1Sign in to NetSuite as the dedicated integration user (or as an admin).
2. 2Go to Setup → Users/Roles → Access Tokens. Click "New Access Token".
3. 3Select the "Coeffection CRM" application and the integration user.
4. 4Click Save. Copy the Token ID and Token Secret — these are shown only once.

Step 4 — Connect in Coeffection

1. 1In Coeffection, go to Admin → Integrations → NetSuite.
2. 2Enter all five credentials: Account ID, Consumer Key, Consumer Secret, Token ID, and Token Secret.
3. 3Click "Verify & Save". Coeffection will make a test API call to confirm the credentials work.
4. 4Map CRM entity fields to NetSuite record fields using the field-mapping interface.
5. 5Set your sync direction (CRM → NetSuite, NetSuite → CRM, or bidirectional) and sync frequency.
6. 6Enable sync and verify the initial results in the integration status log.

Troubleshooting

Setting up Outlook

Supported Features

Connecting Outlook

1. 1Go to Admin → Integrations → Outlook and click Sign in with Microsoft.
2. 2Authenticate with your Microsoft 365 account via the Azure AD OAuth popup.
3. 3Review and grant the requested permissions: Mail.ReadWrite, Mail.Send, Calendars.ReadWrite.
4. 4Select which Outlook folders to sync — Inbox and Sent Items are enabled by default; you can add custom folders.
5. 5Choose your calendar sync direction: one-way (Outlook → CRM) or bidirectional.
6. 6Emails from selected folders will auto-appear on contact and deal records as they arrive.

Troubleshooting

Setting up Calendly

Supported Features

Getting Your Credentials

You can connect via OAuth (recommended) or by pasting a Personal Access Token. For the token approach:

1. 1Go to calendly.com/integrations/api_webhooks (or Settings → Integrations → API & Webhooks in the Calendly dashboard).
2. 2Under Personal Access Tokens, click Generate New Token.
3. 3Name it "Coeffection CRM" and click Create Token.
4. 4Copy the token — it is shown only once.

Connecting in Coeffection

1. 1Go to Admin → Integrations → Calendly and click Connect Account.
2. 2Choose OAuth (redirects to Calendly for authorization) or paste your Personal Access Token.
3. 3Select which Calendly event types to sync — you can sync all or pick specific ones.
4. 4For each event type, choose the CRM entity type to auto-create: Contact, Lead, or Opportunity.
5. 5Map Calendly fields (name, email, company, custom questions) to the corresponding CRM fields.
6. 6Optionally set a pipeline stage to auto-assign when a booking creates a new lead.
7. 7Save and test by booking a sample meeting — a new CRM record should appear.

Troubleshooting

Setting up ChiliPiper

Supported Features

Getting Your API Key

1. 1Sign in to the ChiliPiper dashboard at app.chilipiper.com.
2. 2Go to Settings → API (or Settings → Integrations → API).
3. 3Copy your API key — if one does not exist, click Generate New Key.

Connecting in Coeffection

1. 1Go to Admin → Integrations → ChiliPiper and enter the API key.
2. 2Coeffection will fetch your ChiliPiper queues — map each queue to the corresponding CRM team or user group.
3. 3Configure routing rules: territory-based, round-robin, or account-owner matching.
4. 4Enable auto-assignment so routed leads are immediately assigned in the CRM.
5. 5Optionally set a pipeline stage to auto-assign when routing creates a new record.
6. 6Test by submitting a sample lead form — the record should appear assigned to the correct rep.

Troubleshooting

Setting up Microsoft Teams

Supported Features

Getting Your Credentials

1. 1Go to portal.azure.com and sign in with your Microsoft 365 admin account.
2. 2Navigate to Azure Active Directory → App registrations → New registration.
3. 3Name the app "Coeffection CRM" and set the redirect URI to the value shown in Admin → Integrations → Teams.
4. 4After creation, copy the Application (client) ID and create a new Client Secret under Certificates & Secrets.
5. 5Go to API permissions → Add a permission → Microsoft Graph → Application permissions.
6. 6Add these permissions: ChannelMessage.Send, Team.ReadBasic.All, Channel.ReadBasic.All.
7. 7Click Grant admin consent for [your organization] to approve the permissions.

Connecting in Coeffection

1. 1Go to Admin → Integrations → Microsoft Teams and click Authorize.
2. 2Sign in with your Microsoft 365 admin account to complete the OAuth flow.
3. 3Select the Teams channels that should receive CRM notifications.
4. 4Configure which CRM events trigger notifications — the same event types as Slack (deal, contract, task, lead, invoice).
5. 5Test the connection by triggering a sample deal update — an Adaptive Card should appear in the selected channel.

Troubleshooting

Setting up SalesLoft

Supported Features

Connecting SalesLoft

1. 1Go to Admin → Integrations → SalesLoft and click Connect with OAuth.
2. 2Sign in to SalesLoft in the OAuth popup and authorize Coeffection.
3. 3Coeffection will fetch your SalesLoft people — the mapper suggests matches between CRM contacts and SalesLoft people by email address.
4. 4Review and confirm the matches, then click Sync.
5. 5Enable sequence sync so contacts added to a SalesLoft cadence are reflected in the CRM.
6. 6Turn on engagement tracking — email opens, clicks, and replies will appear on contact timelines.

Troubleshooting

Setting up Fireflies.ai

Supported Features

Getting Your API Key

1. 1Sign in to app.fireflies.ai.
2. 2Go to Settings → API & Integrations (or click your profile → API).
3. 3Copy your API key — if none exists, click Generate API Key.
4. 4Note your Fireflies.ai webhook URL if you plan to use real-time sync.

Connecting in Coeffection

1. 1Go to Admin → Integrations → Fireflies.ai and enter the API key.
2. 2Configure which meetings to transcribe: all meetings, or filter by participant email domain, calendar name, or keyword.
3. 3Choose how to match transcripts to CRM records: by participant email (default), by meeting title, or both.
4. 4Enable action item sync to auto-create CRM tasks from extracted action items.
5. 5Save and wait for your next meeting — the transcript will appear on the contact timeline after the call ends.

Troubleshooting

Setting up Mailchimp

Supported Features

Connecting Mailchimp

1. 1Go to Admin → Integrations → Mailchimp and click Connect with OAuth.
2. 2Sign in to Mailchimp in the OAuth popup and authorize Coeffection.
3. 3Select the audience (list) to sync CRM contacts into — if you have multiple audiences, pick the primary one.
4. 4Map CRM fields to Mailchimp merge tags (e.g. First Name → FNAME, Company → COMPANY, Phone → PHONE).
5. 5Choose your sync direction: CRM → Mailchimp (default), or bidirectional if you want Mailchimp subscribers to create CRM contacts.
6. 6Optionally configure pipeline-based segmentation — for example, all contacts in 'Closed Won' auto-tagged as 'Customer' in Mailchimp.
7. 7Campaign engagement data (opens, clicks, unsubscribes) will start appearing on contact records after your next campaign send.

Pipeline-Based Segmentation

Automatically segment your Mailchimp audience based on CRM pipeline stages:

• New Lead → Mailchimp tag: "Prospect" → Welcome sequence
• Closed Won → Mailchimp tag: "Customer" → Onboarding emails
• Closed Lost → Mailchimp tag: "Nurture" → Re-engagement campaign

Troubleshooting

Setting up SendGrid

Supported Features

Getting Your API Key

1. 1Sign in to app.sendgrid.com.
2. 2Go to Settings → API Keys and click Create API Key.
3. 3Name it "Coeffection CRM" and select "Restricted Access".
4. 4Enable these permission scopes: Mail Send (Full Access), Tracking (Full Access), Email Validation (Read Access).
5. 5Click Create & View. Copy the API key — it is shown only once.

Connecting in Coeffection

1. 1Go to Admin → Integrations → SendGrid and enter the API key.
2. 2Enter your verified sender email address (e.g. notifications@yourcompany.com) — this must match a verified sender identity in SendGrid.
3. 3Copy the webhook URL shown in Coeffection and add it in SendGrid under Settings → Mail Settings → Event Webhook.
4. 4In the webhook settings, enable these event types: Delivered, Opened, Clicked, Bounced, Dropped, Spam Reports.
5. 5Click "Verify & Save". Coeffection will send a test email to confirm deliverability.

Domain Authentication (Recommended)

For best deliverability, authenticate your sending domain in SendGrid rather than using single sender verification. This adds DKIM and SPF records to your DNS, proving to email providers that you own the domain.

1. 1In SendGrid, go to Settings → Sender Authentication → Domain Authentication.
2. 2Enter your domain and follow the prompts to add CNAME records to your DNS.
3. 3Once verified, all emails sent through Coeffection via SendGrid will show your domain in the 'From' field.

Troubleshooting

Setting up Airtable

Supported Features

Getting Your Credentials

You can connect via OAuth (recommended) or by using a Personal Access Token:

1. 1Go to airtable.com/create/tokens (or Account → Developer Hub → Personal Access Tokens).
2. 2Click "Create new token". Name it "Coeffection CRM".
3. 3Add scopes: data.records:read, data.records:write, schema.bases:read.
4. 4Under Access, add the specific bases you want to sync (or select All Workspaces).
5. 5Click Create Token and copy the token value.

Connecting in Coeffection

1. 1Go to Admin → Lead Sources → New → Select Airtable.
2. 2Connect via OAuth or paste your Personal Access Token.
3. 3Select the base you want to import from — Coeffection lists all bases your token can access.
4. 4Choose the table within that base.
5. 5Optionally select a specific view to filter which records sync (only records visible in the view are imported).
6. 6Use the field mapping wizard to match Airtable columns to CRM entity fields.
7. 7Set the sync direction: one-way (Airtable → CRM) or bidirectional.
8. 8Set sync frequency and enable the connection.

Troubleshooting

Setting up Supabase

Supported Features

Getting Your Credentials

1. 1Go to supabase.com/dashboard and open your project.
2. 2Navigate to Settings → API (or click the Settings gear → API in the sidebar).
3. 3Copy your Project URL (e.g. https://xyz.supabase.co).
4. 4Copy your API key — choose anon (public) to respect RLS policies, or service_role (secret) to bypass them.

Anon Key vs. Service Role Key

Connecting in Coeffection

1. 1Go to Admin → Lead Sources → New → Select Supabase.
2. 2Enter your Supabase Project URL.
3. 3Enter your API key (anon or service_role).
4. 4Coeffection auto-discovers your tables and views — select the source to read from.
5. 5Map the source columns to CRM entity fields using the field mapping wizard.
6. 6Save. Records from that table now appear in the Lead Inbox.
7. 7Review each record: click Promote to create a CRM entity, Reject to dismiss, or Snooze for later.

Troubleshooting

Setting up Dropbox

Supported Features

Step 1 — Create a Dropbox App

1. 1Go to dropbox.com/developers/apps and click Create App.
2. 2Select "Scoped access" as the API type.
3. 3Select "Full Dropbox" as the access type (required for creating folders in any location).
4. 4Name the app (e.g. "Coeffection CRM Files").
5. 5Click Create App.

Step 2 — Configure App Permissions

1. 1In the app settings, go to the Permissions tab.
2. 2Enable these scopes: files.metadata.read, files.metadata.write, files.content.read, files.content.write.
3. 3Click Submit to save the permissions.
4. 4Go to the Settings tab. Copy the App Key and App Secret.
5. 5Under OAuth 2 → Redirect URIs, add your Coeffection redirect URI (shown in Admin → Integrations → Dropbox).

Step 3 — Connect in Coeffection

1. 1Add DROPBOX_APP_KEY and DROPBOX_APP_SECRET to your environment variables.
2. 2In Coeffection, go to Admin → Integrations → Dropbox and click Connect.
3. 3Authorize the connection via the Dropbox OAuth popup.
4. 4The connection is now shared across your entire team — no individual setup needed.

Step 4 — Add Dropbox File Fields

1. 1Go to Admin → Entity Types and select the entity type you want to add file storage to.
2. 2Add a new field with type "Dropbox File".
3. 3Define the folder path template using entity field variables enclosed in curly braces.
4. 4Optionally mark the field as "Required" to add it to the document requirements checklist.
5. 5Save. Users can now upload files directly from entity records.

Folder Path Templates

Templates use entity field values to auto-create folder structures in Dropbox. Examples:

Coeffection creates folders on first upload — no manual folder creation needed. If you remove a Dropbox File reference from a record, the file is not deleted from Dropbox. Delete it manually if no longer needed.

Troubleshooting

Setting up Monday.com

Supported Features

Step 1 — Export from Monday.com

1. 1In Monday.com, open the board you want to migrate.
2. 2Click the three-dot menu (⋯) at the top of the board.
3. 3Select More actions → Export board to Excel.
4. 4Save the .xlsx file — this is the file you will upload to Coeffection.

Step 2 — Upload and Map Columns

1. 1In Coeffection, go to Admin → Integrations → Monday.com Import.
2. 2Upload the Excel file.
3. 3Coeffection reads the spreadsheet and shows all columns — map each column to a CRM entity field.
4. 4The auto-mapper suggests matches by column name (e.g. 'Name' → Entity Name, 'Status' → Pipeline Stage).
5. 5Override any suggestions manually and skip columns you don't want to import.

Step 3 — Map Statuses to Pipeline Stages

Monday.com status values (e.g. "Working on it", "Done", "Stuck") need to be mapped to your Coeffection pipeline stages. The mapper also handles Monday.com group names, which can be mapped to stages or used for filtering.

1. 1Review the list of unique status values found in the spreadsheet.
2. 2Map each status to a Coeffection pipeline stage (e.g. 'Working on it' → 'In Progress', 'Done' → 'Completed').
3. 3Decide how to handle completed/archived records — you can import them as closed records or skip them.
4. 4Map any Monday.com group names if you want to use them as categories or pipeline filters.

Step 4 — Review and Import

1. 1Review the import preview — it shows total records, entity counts by type, field coverage percentages, and any rows flagged for review.
2. 2Check flagged rows — these may have missing required fields or ambiguous status mappings.
3. 3Click Run Import to create the CRM records.
4. 4Customer (Account) entities are created automatically — if a company name appears across multiple project rows, a single Account is created with all projects linked to it.
5. 5Verify the imported data in your CRM views and pipelines.

Troubleshooting

Workflow Automation

Workflows let you automate repetitive actions in response to events in Coeffection. A workflow has a trigger (something that starts it), one or more conditions (optional filters that must be true), and one or more actions (what to do). Workflows run server-side, in the background, and are logged so you can debug them.

Common use cases: send a welcome email when a lead is created, create an onboarding project when a contract is signed, alert a manager when a deal has been stalled for 7 days, or assign a high-score lead to a specific rep.

Available triggers

Available actions

1. 1Go to Settings → Workflows and click + New Workflow.
2. 2Name your workflow and select the trigger event from the dropdown.
3. 3Optionally add condition blocks to filter which records the workflow applies to.
4. 4Add one or more action blocks and configure each one.
5. 5Click Activate to enable the workflow. It will begin running on new events immediately.
6. 6Monitor execution history from the Runs tab on the workflow detail page.

Reports & Analytics

The Reports module gives Managers and Executives a configurable reporting engine. Reports can query any CRM entity — contacts, leads, opportunities, cases, tasks, quotes, contracts, invoices — and join across them. Visualisations include bar charts, line charts, pie charts, funnels, and tables.

Reports can be scheduled to run and be emailed as a PDF to a list of recipients. They can also be embedded as widgets on any custom dashboard. The standard report library includes 30+ pre-built reports covering the most common sales, support, and financial metrics.

KPIs & Goals

Under the KPIs & Goals module, admins define key performance indicators with targets and measurement periods. Each rep can see their personal goal progress in the My Goals view. A leaderboard (optional — can be disabled per tenant) ranks team members on configurable KPIs to add friendly competition.

1. 1Go to Reports and click + New Report.
2. 2Choose a primary entity (e.g. Opportunities) and add any related entities to join.
3. 3Select the fields to display as columns.
4. 4Add filters (e.g. Close Date = This Month, Status = Closed Won).
5. 5Choose a visualisation type (Table, Bar Chart, Line Chart).
6. 6Click Run Report to preview, then Save to add it to your library.
7. 7Optionally click Schedule to set up automated email delivery.

Team Management

Teams are named groups of users with a designated manager. They are used throughout Coeffection for assigning tasks to a shared queue, filtering reports to a subset of reps, controlling visibility of records, and routing inbound leads. A user can belong to multiple teams.

Teams are managed under Admin → Teams. The team manager can see all records owned by team members, approve discount requests, and view team-level KPI dashboards.

User roles

Admin Settings

The Admin section is accessible only to users with the Admin role. It covers workspace-wide configuration: custom fields, tenant settings, security policies, audit logs, configuration history, and integration management. Changes made in Admin are version-controlled — every configuration change is committed to a Git repository and can be rolled back with one click.

The audit log records every significant action taken in the workspace: record created/updated/deleted, user invited/removed, integration connected, permission changed, and more. Each audit entry includes the user, timestamp, IP address, and the exact data change (before/after).

Custom fields

Custom fields let you extend any core entity (Contact, Company, Lead, Opportunity, Case, etc.) with additional data your business needs. Supported field types: Text, Number, Currency, Date, Select (dropdown), Multi-Select, Checkbox, URL, Email, Phone, and Lookup (link to another record).

1. 1Go to Settings → Custom Fields and click + Add Field.
2. 2Select the entity you want to extend (e.g. Contact).
3. 3Name the field, choose the field type, and configure options if needed.
4. 4Mark it as Required if it must be filled before saving the record.
5. 5Click Save. The field will appear on all records of that entity type.

Configuration rollback

Every time an Admin makes a configuration change — modifying a pipeline, changing a permission, editing a workflow — Coeffection commits that change to a per-tenant Git repository. You can browse the full history under Admin → Config History and roll back to any previous state with a single click.

Security: IP restrictions & sessions

Admins can configure IP allowlists under Admin → IP Restrictions to limit logins to specific IP ranges — useful for teams that only want users logging in from corporate networks or VPNs. Session management is available under Admin → Sessions where active sessions can be reviewed and remotely invalidated.

API Reference

Coeffection exposes a REST-based API for every core entity, allowing you to build integrations, sync data with other systems, or automate workflows from external tools. All API requests are authenticated using API keys generated per user under Settings → API Keys.

The base URL for all API requests is https://app.coeffection.com/api/v1. Pass your API key in the Authorization header as a Bearer token. Responses are JSON and follow consistent envelope formatting.

Authentication

GET /api/v1/contacts
Authorization: Bearer ck_live_your_api_key_here
Content-Type: application/json

List contacts

GET /api/v1/contacts?limit=25&offset=0&status=Customer

Response 200:
{
  "data": [
    {
      "id": "cnt_01HX9ZK2P8N3QR",
      "firstName": "Sarah",
      "lastName": "Chen",
      "email": "s.chen@globex.com",
      "status": "Customer",
      "companyId": "cmp_01HX9ZK2ABCDEF",
      "createdAt": "2024-01-15T09:30:00Z"
    }
  ],
  "meta": {
    "total": 2847,
    "limit": 25,
    "offset": 0
  }
}

Create a contact

POST /api/v1/contacts
{
  "firstName": "John",
  "lastName": "Doe",
  "email": "john.doe@example.com",
  "phone": "+14155550100",
  "status": "Lead",
  "companyId": "cmp_01HX9ZK2ABCDEF"
}

Response 201:
{
  "data": {
    "id": "cnt_01HX9ZK2NEWREC",
    "firstName": "John",
    ...
  }
}

Webhooks

Configure outbound webhooks under Settings → Webhooks. Coeffection will POST a JSON payload to your endpoint when any subscribed event occurs. Webhook payloads include the event type, a timestamp, the tenant ID, and the full record payload.

// Example webhook payload for contact.created
{
  "event": "contact.created",
  "tenantId": "ten_01HX9ZK2TENANT",
  "timestamp": "2024-04-15T10:30:00Z",
  "data": {
    "id": "cnt_01HX9ZK2NEWREC",
    "firstName": "John",
    "lastName": "Doe",
    "email": "john.doe@example.com"
  }
}

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