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1. Introduction

Definition

CRM (Customer Relationship Management) is the central sales-management module in the Leeloo.AI platform. Inside CRM, you create and configure Sales Plans (SP) — conversion pipelines that distribute leads among managers, move them through statuses, and ultimately turn them into deals.

CRM belongs to the Manage stage of the customer lifecycle and overlaps with adjacent stages Convert (because a Sales Plan acts as the conversion funnel itself) and Analyze (through the «By failure reasons» report and manager analytics). The module reads data from Audience, Sales Tunnels, and Chats, and writes results to the Client's Card, feeding them onward into the Analytics section.

The B2B operator is the head of sales and the sales managers. The head creates Sales Plans, picks a distribution type, configures statuses and failure reasons, adds managers, and supervises plan execution. Managers work their own deals: they push them through statuses in «Board» and «List» views, add leads manually or in bulk, and record a failure reason when a deal is lost.

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The B2C client does not interact with CRM directly — the Sales Plan UI is only visible to the B2B company's employees. However, every customer action (subscribing via an LGT, paying, sending a chat message, walking through a tunnel) indirectly drives CRM: the lead lands in a Sales Plan, moves through statuses, and is eventually closed either as a successful deal or as a failed one with a manager-assigned failure reason.

The Client's Card is the central data spine for CRM. It stores: the current Sales Plan and deal status, the assigned manager, the deal amount, the full status-movement history, and (for lost deals) the selected failure reason. These fields are then read by the Analytics and Chats modules to build reports and conversation context.

After reading this guide you will understand:

• how the CRM section is organized and which interface elements are available inside a Sales Plan;

• how to create a Sales Plan and which parameters are required to launch it;

• how to configure lead distribution (manual and even modes with sub-modes);

• how to configure statuses, their order, colors, and failure reasons;

• the difference between the «Board» and «List» modes and when to use each;

• how to assign leads to managers manually and in bulk;

• how to revoke closed deals and when this is needed;

• how to build the «By failure reasons» report and what conclusions to draw from it.

Purpose

CRM is the B2B company's primary tool for managing sales. Through Sales Plans, the module turns the incoming lead stream into a controllable conversion funnel where every deal has an owner, a status, a value, and an action history.

At the Manage stage, CRM solves the distribution and oversight problem. Leads are automatically assigned to managers under chosen rules (random, even, by related contacts, or by lowest load), and the head of sales sees who is doing what and can reassign deals in bulk. Job — make sure no lead is left without an owner and every touch is recorded.

At the Convert stage, the Sales Plan is the conversion funnel itself, with configurable statuses from «New» to «Closed — Successful» or «Closed — Failed». The manager moves the deal stage by stage, marks progress by dragging the card on the board, and closes it with an explicit outcome. Job — convert a lead into a paid deal and keep the context intact along the way.

At the Analyze stage, CRM supplies data for reports. The «By failure reasons» report in the Analytics section groups lost deals by sales plan or by manager, surfaces the top objections, and helps refine sales scripts. Job — learn from lost deals and lift overall conversion in the next cycle.

2. Sales Plan Overview

The CRM section opens from the main platform menu and contains all of the company's Sales Plans. Below are the main interface elements of a Sales Plan's top panel.

1. CRM section — this is where Sales Plans live.

2. Sales-plans list button — opens a dropdown with all configured SPs.

3. Selected SP name — shows the active plan.

4. Add a new deal — manually create a deal in the current SP.

5. «List», «Board», «Edit» buttons:
   5.1 List — view leads in a table format;
   5.2 Board — default SP view with automatic status tracking;
   5.3 Edit — configure the structure of SP statuses (stages).

6. Filter by status — show only deals in the selected status.

7. Filter by manager — show deals owned by a specific employee.

8. Search panel — search by deal name, e-mail, or phone number.

9. Deal count and total — aggregate metrics for the current SP.

10. Lead sorting by parameters — by date, amount, last move, etc.

11. Filtering panel — advanced filters by client card.

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3. Creating a Sales Plan

To open the list of Sales Plans, click button (2) in the top panel. From the dropdown, you can create a new SP by clicking «+ Create» (3).

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Configure the following parameters:

1. Sales Plan Name — appears in the list and in the plan header.

2. Average Check Amount — default deal value.

3. Chat Label — up to 12 characters; helps managers orient themselves in chats.

4. Distribution Type — manual or even (see Section 4).

5. Managers — the employees among whom leads will be distributed.

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4. Lead Distribution Setup

After creating an SP, configure the new plan. As an example we use an SP named «New SP». There are two types of lead distribution.

4.1. Manual mode

In manual mode, managers are assigned to leads by hand. For bulk assignment, go to «Audience», select «Mass Actions», and add leads to the SP. See the detailed guide.

4.2. Even mode

In even mode, leads are assigned automatically. Several sub-modes are available:

• Assign deals to random users;

• Assign deals to related users (those who have already interacted with the client);

• Distribute deals evenly among users;

• Assign deals to users with the lowest number of deals.

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In the example shown, the even type is combined with the «related users» and «lowest number of deals» sub-modes. This means previously-known leads land with their existing managers, while new leads go to the least-loaded ones.

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The distribution mode and the manager list can be changed at any time — open the SP, edit, and save.

5. Statuses in a Sales Plan

After configuring distribution, set up the funnel statuses. In status-editing mode you can:

• Edit existing statuses;

• Add or delete statuses;

• Reorder statuses and rearrange columns;

• Change the color of columns.

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Failure reasons. When configuring the funnel, the final status of a lost deal exposes a «Failure reasons» checkbox. If it is enabled, the plan gains its own list of reasons, and the manager must pick one of them when moving a deal into the failed status.

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Editing Sales Plan settings

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6. Working with a Sales Plan — «Board» and «List»

To start working with an SP, you must add leads to it. There are two ways.

1. Via the «Audience» section: go to «Audience», choose «Mass Actions», and add a filtered audience to the SP. See the detailed guide.

2. Via the sales tunnel: in the chosen tunnel, add an action block, select the action «Add to Sales Plan», and save your changes.

Once leads are in the SP, you can start executing the plan. Two modes are available: «Board» and «List».

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6.1. «Board» mode

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Board-mode elements:

1. Sales Plan name — click to open deal-distribution settings.

2. Status columns — deals grouped by SP status.

3. Add new deal manually.

4. Filter deals by status.

5. View and edit the SP board.

6. Filter by manager inside the SP.

7. Search panel — find a specific deal.

8. Deal count and total value.

9. Filtering panel inside the SP.

10. Sorting panel — by creation date, custom order, deal amount, last move, default.

6.2. «List» mode

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To switch to List mode, press button 1. This mode shows leads as a list. To change a lead's status, edit the value in column «Status» (2).

7. Assigning Leads to a Manager

Leads in an SP can be assigned to managers manually or in bulk.

7.1. Manual assignment

1. Go to CRM and open your Sales Plan.

2. Open the deal by clicking on it.

3. Add a manager to the deal.

7.2. Bulk assignment

1. Switch to «List» mode.

2. In the top-right corner click «Show more».

3. Choose «Mass Actions».

4. Select the deals you want to transfer or assign.

5. Click «Move deals».

6. Pick a manager and a deal status.

7. Set the execution time for the bulk action.

8. Apply the action.

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8. Cancelling Closed Deals (Revoke)

Users with «Can edit all deals» and «Can mass edit deals» permissions can cancel closed deals after they have been moved to «Closed — Successful» or «Closed — Failed».

This allows you (or the head of sales) to:

• reverse a salesperson's actions (when client status changes or after an error);

• track deals that were mistakenly closed more accurately — important for reporting and funnel analysis.

The action log records who cancelled the deal and when. The deal card gains a new «Revoke Deal» action.

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Pressing «Revoke Deal» and confirming returns the deal to an intermediate status.

• if a deal was revoked from «Closed — Failed», it returns to the status from which it was moved into «closed»;

• if from «Closed — Successful», it returns to the previous intermediate status configured in your CRM.

This gives better control over cancellations of closed deals and prevents managers from violating closure rules, which would otherwise distort the statistics.

9. «By Failure Reasons» Report

The report collects data on closed lost deals and sales statistics. It quickly highlights the most common customer-rejection reasons and shapes an overall objection picture.

To build the report:

1. Go to Analytics.

2. Open the Reports tab.

3. Click «+ Add New Report».

4. Pick the report type «By failure reasons».

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When creating the report you can group by sales plans or by sales managers (with or without refinements).

• Group by sales plans — assess and compare results across different SPs. If plans cover different products, the data shows which product needs better packaging or a refined approach.

• Group by managers — compare team-member performance. Helps identify top performers with the lowest rejection rate and refine objection-handling scripts (especially when the same rejection reason recurs across managers).

You can pick a specific reporting period or leave it blank — in that case the report covers the entire history.

The report shows success/failure counts, a percentage breakdown, a per-reason split, and an interactive chart. One click takes you straight from the report into the failed deals for deeper analysis.

Related Instructions

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