Customer Relationship Management

Manage your sales pipeline from lead capture to deal close using Mosic’s CRM. The CRM module covers leads, customers, contacts, organizations, and deals through configurable sales pipelines.

CRM Overview

Mosic’s CRM helps you track every stage of your sales process. You can capture leads, qualify them, convert them into customers, and track deals through custom pipelines.

The CRM includes five record types:

• Leads — Potential customers you want to qualify
• Customers — People or organizations you do business with
• Contacts — Specific people linked to customers
• Organizations — Companies that customers belong to
• Deals — Sales opportunities tracked through pipelines

Leads

A lead represents a potential customer. Leads move through a status workflow until they are qualified, converted, or marked as lost.

Creating a Lead

You need a workspace before you can create leads.

1. Open the CRM section in the sidebar
2. Navigate to the Leads page
3. Click the create button to open the lead creation dialog
4. Enter a Title
5. Fill in optional fields: Email, Phone, Company, Source
6. Click Save

The lead starts with New status and a score of 0.

Lead Status Workflow

Leads move through five statuses:

1. New — Just captured, not yet contacted
2. Contacted — Initial outreach has been made
3. Qualified — Meets your criteria for a real opportunity
4. Converted — Turned into a customer (requires the conversion dialog)
5. Lost — No longer a viable opportunity (requires a lost reason)

You can set the status directly using the status selector in the lead detail view. Converted and Lost require their own dedicated dialogs and cannot be set from the status selector.

You can record calls, emails, meetings, and notes directly against a lead using the Log Activity button in the Recent Activity card on the lead detail page. See Activity Log for a step-by-step walkthrough.

Lead Scoring

Every lead has a numeric score from 0 to 100. The score is displayed as a tier label and progress bar in the Lead Score section of the lead detail view.

The score tier icon appears in the lead header for quick identification.

Converting a Lead

A lead must have Qualified status before you can convert it.

1. Open a qualified lead
2. Click the Convert button in the header
3. The Convert Lead to Customer dialog opens
4. Review the warning: this action cannot be undone

The conversion dialog has two sections:

Create Customer (Required)

1. Enter a Customer Name (required)
2. Choose a Customer Type: Individual or Organization
3. Fill in Email and Phone (pre-filled from the lead)
4. Optionally link an Organization
5. Optionally assign an Owner

Create Deal (Optional)

Check the Create Deal checkbox to add a deal at the same time.

1. Enter a Title (required if checkbox is enabled)
2. Select a Pipeline and Stage
3. Enter a Value and Currency (USD, EUR, or GBP)
4. Set an Expected Close Date

Click Convert Lead to complete the conversion. The lead becomes read-only with Converted status. A new customer record is created. If you chose to create a deal, that record is also created.

Marking a Lead as Lost

You can mark a lead as lost from any status except Converted.

1. Open the lead
2. Click the Mark Lost button in the header
3. Search for and select a Lost Reason from existing reasons, or describe a new one by entering a Title
4. Optionally add a Description with details
5. Click Mark as Lost

The lead status changes to Lost and the reason appears in the lead detail view.

Lead Fields

Source options: Website, Referral, Cold Call, Advertising, Social Media, Event, Partner, Email Campaign, Other

Lead views support both list and board layouts. Switch between them using the view toggle on the Leads page.

Customers

Customers are the people or organizations you do business with. Every deal, contact, and support ticket links back to a customer.

Creating a Customer

1. Open the CRM section in the sidebar
2. Navigate to the Customers page
3. Click the create button to open the customer creation dialog
4. Enter a Customer Name
5. Choose a Customer Type: Individual or Organization
6. Fill in optional fields: Email, Phone, Source
7. If the customer type is Individual, you can link an Organization
8. Optionally assign an Owner
9. Click Save

New customers start with Active status.

Customer Types

Customer Detail View

The customer detail page uses a three-column layout.

Left sidebar contains sections for:

• Contact Info — Email, phone, secondary email, secondary phone
• Social — LinkedIn, Twitter/X, website links
• Organization — Linked organization card
• Contacts — List of contacts for this customer with an Add Contact button
• Source — Where the customer came from
• Visibility — Access control setting
• Tags — Labels for categorization
• Details — Created date, modified date, created by

Main area shows:

• KPI cards with key metrics
• Description — Rich text notes about the customer
• Attachments — Files and documents

Right sidebar has tabs for:

• Comments — Team discussion with reactions and revisions
• Notes — Internal notes about the customer
• Activity — Timeline of all changes
• Work — Related tasks
• Deals — Linked deal records
• Tickets — Linked support tickets
• Contacts — Contacts for this customer
• Relations — Links to other documents

Customer Statuses

Customer Fields

Contacts

Contacts are specific people linked to a customer. Each customer can have multiple contacts, with one marked as the primary contact.

Creating a Contact

You need an existing customer before you can create a contact.

1. Open a customer detail page
2. Click + Add Contact in the Contacts section
3. Select or confirm the Customer (required, pre-filled)
4. Fill in optional fields: Email, Phone, Job Title
5. Click Save

You can also create contacts from the CRM sidebar.

Contact Detail View

The contact detail page shows contact information, linked customer, and related activity in a three-column layout.

Contact Fields

Organizations

Organizations represent companies that customers can be linked to. They support a parent-subsidiary hierarchy.

Creating an Organization

1. Open the CRM section in the sidebar
2. Navigate to the Organizations page
3. Click the create button to open the organization creation dialog
4. Enter an Organization Name (required)
5. Fill in optional fields: Industry, Company Size, Website
6. Optionally select a Parent Organization
7. Click Save

Parent-Subsidiary Hierarchy

Organizations can have a parent organization. This creates a company hierarchy where a subsidiary links up to its parent. Set the Parent Organization field when creating or editing an organization. Choose None (Root Organization) for top-level companies.

Organization Fields

Deals

Deals represent sales opportunities tracked through a pipeline. Each deal has a value, a stage, and a linked customer.

Creating a Deal

1. Open the CRM section in the sidebar
2. Navigate to the Deals page
3. Click the create button to open the deal creation dialog
4. Enter a Title
5. Select a Pipeline (required)
6. Choose a Stage from the selected pipeline
7. Optionally link a Customer
8. Set a Value
9. Optionally set an Expected Close Date
10. Click Save

If a default pipeline is configured, it is selected automatically.

Pipeline Board View

The deals page has a board view that shows deals organized by pipeline stage. Each stage appears as a column. Deal cards show the title, value, customer, and assignees.

You can drag and drop deal cards between columns to change their stage. The Win Probability updates automatically based on the new stage’s probability setting.

Deal Status

Deals have three statuses:

Marking a Deal as Won or Lost

Use the actions menu on a deal to mark it as Won or Lost.

Marking as Won:

1. Open the deal
2. Select Mark as Won from the actions menu
3. Set the Close Date
4. Optionally update the Final Value if it differs from the original estimate
5. Select the Won Stage if the pipeline has more than one
6. Click Mark as Won

Marking as Lost:

1. Open the deal
2. Select Mark as Lost from the actions menu
3. Select a Lost Reason from existing reasons, or create a new one
4. Add details in the Title and Details fields
5. Optionally name a Competitor
6. Set the Lost Date
7. Select the Lost Stage if the pipeline has more than one
8. Click Mark as Lost

Use the Log Activity button in the Recent Activity card on any deal detail page to capture calls, demos, meetings, and other interactions. Activities logged on a deal are also visible in the linked customer’s feed. See Activity Log for full details.

Reopening a Deal

Won or lost deals can be reopened.

1. Open a won or lost deal
2. Click the Reopen button in the header
3. If the deal was on a Won or Lost stage, select the stage to reopen into
4. Confirm the action in the reopen dialog

The deal status returns to Open, the close date is cleared, and it reappears in the pipeline board.

Deal Detail View

The deal detail page uses a three-column layout.

Left sidebar contains:

• Customer — Linked customer, organization, and contact
• Assignees — Team and assigned users
• Pipeline — Current pipeline and win probability bar
• Value — Deal value, probability, weighted value, and currency
• Dates — Expected close, stage entered, days in stage, deal age
• Source — Deal source
• Visibility — Access control setting
• Details — Owner, created date, modified date, created by

Main area shows:

• KPI cards
• Description — Rich text notes about the deal
• Lost reason section (for lost deals)
• Attachments

Right sidebar has tabs for:

• Comments — Team discussion
• Notes — Internal notes
• Activity — Change timeline
• Work — Related tasks
• Tickets — Linked support tickets
• Relations — Links to other documents

Deal Fields

Deals can be flagged as stalled when they have not progressed for a configurable number of days. The Is Stalled indicator appears on the deal when the inactivity threshold is exceeded.

Pipelines and Stages

Pipelines define the stages that deals move through. Each workspace can have multiple pipelines, but only one can be the default.

Creating a Pipeline

You need admin or editor access to manage pipelines.

1. Open Settings from the sidebar
2. Navigate to Sales Pipelines
3. Click Create Pipeline
4. Enter a pipeline name and optional description
5. Add stages (see below)
6. Save the pipeline

Adding and Configuring Stages

Each pipeline can have multiple stages. To add a stage:

1. Open a pipeline in the settings page
2. Click Add Stage
3. Enter a Stage Name (required)
4. Set a Probability percentage using the slider (0–100%)
5. Choose a Color for the stage indicator
6. Optionally mark the stage as a Won Stage or Lost Stage
7. Click Add Stage

Each pipeline can have at most one Won Stage and one Lost Stage. A stage cannot be both won and lost at the same time.

The probability represents the likelihood of closing a deal at that stage. It drives the Weighted Value calculation shown on deal detail pages.

Setting a Default Pipeline

When you create a deal, the default pipeline is selected automatically. To set a default:

1. Open Settings and navigate to Sales Pipelines
2. Open the pipeline you want as default
3. Enable the Default toggle
4. Save the pipeline

Only one pipeline per workspace can be the default. Setting a new default removes the default flag from the previous one.

Record Visibility

Every CRM record (lead, customer, contact, deal) has a visibility setting that controls who can access it.

Change visibility using the Visibility selector in the detail view. When you set visibility to Team, you must also select a team. The Team field is required in that case.

Visibility also affects who can be assigned to a record. When visibility is Team, only team members appear in the assignee list.

Views and Navigation

List View

The CRM section in the sidebar provides access to all record types. Each list view shows records with key fields and supports sorting and filtering.

Board View

The Deals page offers a board view. Deals appear as cards in columns organized by pipeline stage. Drag cards between columns to update the stage.

Detail Pages

Click any record to open its detail page. The three-column layout shows metadata on the left, main content in the center, and collaboration tabs on the right.

Bulk Operations

You can perform actions on up to 100 records at once from list views. Select multiple records using the checkboxes, then choose an action from the bulk actions toolbar.

Available bulk actions vary by record type and may include updating status, changing owner, or deleting records.

Permissions

CRM DocTypes use workspace-level role-based access control. Roles (Admin, Editor, Member, Viewer, Guest) are assigned at the workspace level. Private records are only visible to their owner.

Best Practices

1. Qualify leads before converting — Only convert leads that meet your qualification criteria
2. Use lead scoring — Keep scores updated so hot leads stand out
3. Set up a default pipeline — New deals automatically use it
4. Track lost reasons — Help your team learn from lost deals
5. Link contacts to customers — Every contact should belong to a customer
6. Use organizations for companies — Keep customer records clean by linking them to organizations
7. Assign owners — Every record should have a clear owner
8. Add descriptions — Provide context on deals and leads for your team
9. Use tags — Categorize records for easier filtering
10. Set expected close dates — Help forecast revenue accurately

Troubleshooting

Cannot create a lead or customer

Make sure you are in a workspace. You need at least Member role to create CRM records.

Cannot convert a lead

The lead must have Qualified status. The Convert button only appears on qualified leads.

Deal does not appear in the board view

Check that the deal is assigned to the correct pipeline. Deals with Won or Lost status do not appear in the active board view.

Cannot change a lead or deal status

Converted and Lost statuses for leads require their own dialogs. Won and Lost statuses for deals also require the dedicated dialog. Use the Convert, Mark Lost, or Mark as Won actions instead.

Cannot assign a user to a record

If the record has Team visibility, only team members can be assigned. Change the visibility to Workspace to see all workspace members, or add the user to the assigned team.

Pipeline stages not showing

Make sure the pipeline has stages configured. Open Settings and navigate to Sales Pipelines to add stages.

Related Documentation

• Relations & Links — Link CRM records to other documents
• Permissions & Roles — Detailed permission model
• Teams & Invitations — Manage teams for record visibility