Contacts
A contact is the record for one person. It holds their name, contact details, tags, custom fields, documents, notes, and a full activity history. Everything that happens with that person stays on the same record, so you always work from one place.
Notes and documents
Notes are structured records on the contact, not free-text blobs. Keep each note short and useful: what happened, what was said, and what should happen next. A short note lets the next person act without rereading a long transcript.
AI can help draft notes through your connected assistants. You review the draft before it becomes part of the record. See AI assistants for connecting one.
Documents live on the contact as well, so the files that belong to a person stay next to their history.
Tags and custom fields
Tags group contacts into the buckets you think in. Custom fields let you track what matters for your business, so a detail your work depends on has a proper place on the record instead of hiding inside a note. You manage both in the app. You can customize fields in Settings. See CRM fields.
Importing
You can import contacts in bulk. The import flow works in batches, so a large list loads in parts instead of all at once. Importing is the way to bring an existing book of business into the CRM.
Contacts also arrive on their own. A lead form submission becomes a contact, and each submission keeps its source, so you know where the lead came from. See Sites and pages for building the forms.
Saved filters let you reuse a segment you search for often. If you keep rebuilding the same search, save it as a filter and open it again without rebuilding it.
Pipelines and opportunities
An opportunity is a deal you are working. Opportunities sit on a kanban board, and you drag them across the board as they progress. The board shows every open deal and the stage each one is in.
A pipeline is made of stages. Stages carry rules for how opportunities move between them, so deals advance the way your process actually works. You configure pipelines under Settings, then Pipelines.
Drag an opportunity to a new stage when its real-world status changes, not when you hope it will change.
Follow-up reminders
A contact can carry follow-up reminders with due dates. When a reminder comes due, it notifies you, so no contact goes quiet. Set one whenever a conversation ends without a clear next step. Reminders that come due gather in the Today queue with the rest of your daily work.
Once a week, archive the opportunities that are dead and give every open opportunity a next action. A pipeline is useful only when it reflects reality.