CRM Record types¶
A CRM record stores business information that outlives a single conversation β a deal, a contract, an order, a complaint. Each record can be linked to a contact, an account and a ticket, carries a status and a stage (Open or Close), and can hold attachments. A CRM record type defines one kind of record: its form, the statuses agents can set, its tabs and which profiles can work with it. Create one type per kind of information, e.g. Deals and Contracts.
Note
CRM record types are not Call Scripts. Call scripts define campaign records for outbound calling; CRM record types belong to the CRM. See How Customer Data Works.
Go to Settings β CRM β CRM Record types to manage your CRM record types. Agents work with the records in CRM β Records β see CRM.
Create a New CRM Record Type/Edit CRM Record Type¶
| Field | Description |
|---|---|
| Title | Name of the record type, e.g. Deals. Agents choose it when they create a record. |
| Description | Internal note on what the type is for. |
| Autofocused tab | The tab that opens first when an agent opens a record of this type. |
Set up Your Form Field Layout¶
In the Form column, click Change.
The form builder and custom fields work the same across Daktela β see Custom Fields & Forms for the complete guide: layout, default values, field types and option editing. CRM record types share their custom fields with tickets, contacts and accounts.
Statuses¶
Select which Statuses agents can set in the CRM records that use this type. Click Statuses in the Relations column to open a list of your Statuses. Check (tick) the Statuses that you want to use. Click Save to return to the CRM record type list.
Tabs and Profiles¶
The Relations column also contains:
| Relation | What it does |
|---|---|
| Tabs | The tabs with an embedded web page shown in the detail of records of this type. |
| Profiles | The profiles whose users can see and work with records of this type. You can also set this in the profile's CRM scope. |