CRM

Sales CRM: pipelines, board & custom fields

The Sendcore CRM turns your account into a sales workspace: configurable pipelines, a drag & drop board, and custom fields. Living next to the same contacts your campaigns and automations already use. It fits any sales process: B2B leads, quotes, event requests, wholesale, partnerships.

How the CRM is organized#

• Contact: a person, unique per account by email. The same contact record your audience, campaigns and automations use: the CRM never duplicates it.
• Card: one sales relationship between a contact and a pipeline (a lead, a deal, a request). The same contact can hold cards in several pipelines at once (say, a wholesale lead and an event request) with a single contact record behind both.
• Pipeline: a sales process, made of ordered stages. Pipelines are your configuration, not fixed vocabulary: create as many as your processes need.
• Stage: a step of the pipeline, with a name, a color and a kind: open, won or lost. The kind is what makes win-rate and outcome reporting work regardless of how you name your stages.
• Custom fields: typed fields you define once and use on every card (sector, VAT number, expected guests… anything). Values are validated against the type.
• External IDs: each card can carry identifiers from outside systems (a spreadsheet row ID, another CRM's record ID), which is what makes integrations idempotent.

The customer list#

Open CRM to see every store customer as a row: search by name or email, then click one. The card shows Lifetime value (LTV), total spent, orders, average order value, first and last order, the Timeline of store activity and Sendcore emails, Purchased products, the same tags and subscription status as the audience, Internal notes, tasks (New task) and Operations (assignee, priority, follow-up).

From the same page, Pipelines opens the sales processes, Board the kanban, Import & Sync the Google Sheet and file imports. Those three are the sales CRM; the list is the customer card for everyone who ordered.

Plans and roles#

• Standard: CRM in read-only, plus file import/export.
• Pro: adds the contact timeline, notes, tags and customer metrics.
• Enterprise: the full sales CRM (pipelines, cards, the board, the write API and scheduled data sources).

Within a workspace, roles gate what each member can do: every member reads; editing roles (owner, admin, manager) work the cards: move, assign, edit; only admin-level roles (owner, admin) configure pipelines, stages and field definitions. The API enforces the same plan gates as the UI.

Creating a pipeline#

1. Go to CRM → Pipelines and click New pipeline.
2. Name it after the process (e.g. “B2B Sales”, “Event requests”) and add a short description.
3. Add the stages in order. For each stage pick a color and its kind: leave open for working steps, mark the terminal ones as won or lost.
4. Save. New cards enter the first stage automatically; you can add, rename, recolor and reorder stages at any time.

A pipeline with cards can be archived (hidden but intact); deleting requires it to be empty first. To start from a ready-made process, use a template below.

Start from a template#

Go to CRM → Pipelines. Under Start from a template pick a name. Sendcore creates the pipeline and its board together: one column per stage, and new cards land in the first stage. Open board on that pipeline opens the board. The same names are on CRM → Board, under Start from a template. Choosing one there creates that board and opens it. The same templates are on every workspace. You can use one more than once; each use adds another pipeline, or another board, which you can rename or reshape. New pipeline is still there when none of these fits.

• B2B Sales (vendita): New Lead, To Contact, Contacted, Qualified, Sample / Quote Sent, Follow-up, Won, Lost, Not Servable.
• Ecommerce sales (ecommerce): New request, In conversation, Order placed, Paid, Lost.
• Support (assistenza): New ticket, In progress, Waiting on customer, Resolved, Closed unresolved. Resolved is a win; Closed unresolved ends the case without one.
• Customer onboarding (onboarding): Signed up, Setup, First result, Active customer, Dropped off. Active customer is a win; Dropped off is someone who did not finish.

An assistant, or an agent over MCP, uses the same templates: list_crm_templates, then create_crm_from_template for the pipeline or create_crm_board_from_template for the board, with template_id vendita, ecommerce, assistenza or onboarding, and locale it or en. A full-access API key sends POST /api/v1/crm/templates with those fields. Add surface board to create the board on CRM → Board; leave it out, or send pipeline, and it still creates the pipeline. Sending plan as true shows the stages and writes nothing. Using a template does not create a contact and does not subscribe anyone.

Custom fields#

Field definitions live in CRM → Pipelines, under the pipelines list. Each definition has a display name, a stable machine key (generated from the name, e.g. “Partita IVA” → partita_iva), and a type. Twelve types are available:

• text and long_text: short and long free text.
• number and currency: numeric values; comma decimals (“1234,56”) are accepted on input.
• boolean: yes/no.
• date (YYYY-MM-DD) and datetime (ISO 8601, stored in UTC).
• email, phone, url: validated formats.
• select and multi_select: one or many choices from the options you define.

• Values are validated by type everywhere: board, API, imports. A number field can never hold “abc”, a select can never hold a value outside its options.
• Required fields block manual creation until filled; automated integrations are deliberately tolerant, so an external row with an empty required field is imported rather than lost.
• The key and the type are immutable once created: stored values were validated against them. To change a field's nature, archive it and create a new one.
• Archiving a field hides it from new writes while keeping historical values readable.

Working the board#

Open a pipeline to get its board: one column per stage, one card per lead. The board is designed so a lead can be worked without opening anything:

Need one right away? On CRM → Pipelines, under Start from a template, pick a name. That creates the pipeline and this board together. The same starters are on CRM → Board too: under Start from a template, a name creates that board and opens it.

• Drag & drop a card between stages (the move is recorded on the contact's timeline), or within a column to set your working order.
• Owner: assign the card to a workspace member straight from the card.
• Follow-up: pick the next follow-up day on the card (it lands at 9:00 local time; set a precise time from the panel).
• Quick note: the note icon opens a one-line composer; notes land on the contact's CRM timeline, visible everywhere.
• Quick add: type an email at the bottom of a column to create a card right there. If the contact doesn't exist yet, it is created.

Clicking a card opens the side panel with everything else: stage and owner selectors, title, amount, priority, precise follow-up, the same quick note as on the card, and every custom field with a type-appropriate input. Saving that note writes it on the contact's CRM timeline, the same place the card's note goes. Click the pipeline outside the panel to close it. A click inside the panel leaves it open, and so does a click on the chat bubble. Archive closes a card without deleting its history.

The assistant and an agent over MCP use the same board: list_crm_pipelines, list_crm_cards, get_crm_card, create_crm_card, move_crm_card, add_crm_note and update_crm_card (title, amount, priority, follow-up, archive, custom fields). A card created for a new email does not subscribe that person to marketing.

Everything is also an API#

Every CRM operation (pipelines, stages, fields, cards, moves) exists as a REST endpoint with the same permissions and validation as the UI. That is what makes external integrations first-class citizens: see CRM API & Google Sheets sync.

Next steps