CRM

The CRM section is where enquiries become business. It holds Leads, Deals, the Board, Viewings, Contacts and Tasks. The lists behind it (Services, Routing, Routing settings, Pipelines, Lost reasons, Consent versions) live under Settings, CRM. “My work” at the top of the sidebar gathers what each person has to do today.

Leads

A lead is an enquiry. It arrives in one of two ways:

• From your website. Any form on your site sends a lead: a stay request, a viewing request, a buying or selling enquiry, a general question. The form names the service it asks for, and its own questions (dates, guests, budget, anything) arrive as answers shown on the lead’s page.
• From the app. Staff with the add permission record an enquiry taken on the phone, at the desk or from an email: how it came (phone, walk_in, email), the service, the home, an email or a phone, and a tick that the person was told about the privacy notice. By default the lead is yours and the call that brought it counts as its first answer.

Each lead keeps its reference, the service, the form and page it came from, the listing it is about, the language, the message, the contact details and the consent proof (wording version, time and language). A lead whose service is a listing request (an owner offering a property) is a listing request; the Leads screen filters enquiries and listing requests apart.

Services

Services are what people ask for. Your company keeps its own list under Settings, CRM, Services: a key fixed once saved (your website sends it), a name in every language, an order, and a kind, enquiry or listing_request. A lead sent with a key the list does not have is still saved; it shows as not in the list until someone adds the service.

Status

The status says whether someone answered, not how far a deal has come; deals carry that (see below).

Assignment and routing

A lead is assigned to one team member whose role sees leads, by hand or by routing. Routing is off until your company switches it on in Routing settings, once departments have people in them, managers are set and working hours and holidays are entered.

With routing on, a new lead goes to the department of the first active rule, in your order, whose filled conditions all match (service, listing type, area, language), otherwise to the fallback department. In that department, the member who takes leads, is not away and is under their limit, and has the fewest open leads, gets it; if nobody is eligible the lead waits in the department’s queue, where members “Take” it from My work. Each member’s Leads tab holds “takes leads”, the limit and “away until”. Routing never loses a lead: a failure leaves it saved and waiting.

First-answer times

An assigned lead has a first-answer target, counted in working minutes from your company’s working hours and holidays: a lead on a Friday evening is due on Monday morning. The first answer is a call, meeting, message or email logged, a status moved on from New, or a task about the lead marked done. It is timed when you log it, so backdating never beats the target.

Every five minutes, a lead past its target goes back to the queue and to someone who never held it, up to the limit your company set, then it is escalated once to the department’s managers.

Who sees a lead, and masking

Agents see only their own leads. A department’s manager sees every lead of the department. Managers and administrators see all.

On leads you do not own, email and phone are masked, for example s***@gmail.com or +971 5X XXX XX12, unless your role may view unmasked details. Full details show on the page of your own leads. Every unmasked view of someone else’s lead is recorded. Search on email or phone is exact: type the full address or number.

A CSV export of leads needs its own permission, contains only the rows you may see, and downloads through a link valid for 15 minutes.

Repeat enquiries, consent and spam

• A new lead with the same email or phone as a lead from the last 30 days is linked to it and shown as a repeat enquiry. Leads are never merged by themselves.
• Every website lead carries consent: the version of the privacy wording the person accepted, when, and in which language. Consent versions are kept under Settings, CRM, Consent versions; a manual enquiry is refused while there is no current version.
• Website forms are checked before anything is stored: a Turnstile challenge, a hidden honeypot field and rate limits. A submission that fails is never saved. Anything that still gets through, mark as Spam.
• New leads are announced in the app only: a count beside Leads in the sidebar and the dashboard’s attention list. Majali sends no email about a lead.
• Leads with no activity for your company’s retention period (24 months by default) are anonymised automatically: personal fields, timeline text and task text are wiped, and the lead stays counted.

Contacts

A contact is one record per person, whatever brought them: an enquiry, an owner record, a stay, a lease, a deal. A new lead, owner or stay finds its person by email first, then by phone (an email belongs to one person; a phone may be shared), and otherwise creates one. Nothing already on the record is overwritten. A person’s roles (enquirer, owner, guest, lease holder, prospect) are read from their records.

The Contacts list is masked, and search is exact: an email, a phone, or a contact’s or lead’s reference (CT-XXXXXXXX). A contact’s page lists their records, open follow-ups and timeline. Full email and phone show for the people of your own leads; otherwise they need the unmasked-view permission and a fresh code, and each view is recorded. You see on a person’s timeline only the entries of records you may open.

Tasks and activities

Every lead, contact, owner and deal has a timeline, newest first. It shows what you logged and what happened by itself: received, assigned, status changes, queued, sent back to the queue, escalated, task done, with who and when.

• Log activity records a note, call, meeting, message or email, never dated in the future, with an optional next step that becomes a task.
• Add a follow-up plans a task: kind (follow_up, call, meeting, other), title, note, due date and time, assignee.

Tasks is one list for follow-ups and the holiday homes’ check-ins and check-outs. You see your own tasks; the view-all permission shows everyone’s. “Mark done” and “Reopen” sit on the task’s page. A lead’s next action is its earliest open task: the Leads list shows its kind and date, and a filter finds open leads without one.

Deals, pipelines and stages

A deal is a person’s piece of business moving through a pipeline. It has a reference (DL-XXXXXXXX), a pipeline and stage, the person, the home, the owner, who handles it, the department, a value and currency, commission, probability (its stage’s unless you set one), an expected close and notes.

“Create a deal” on a lead opens the deal form filled from the lead’s person, home and the pipeline its service maps to; the deal keeps the lead it came from and the lead’s status does not change. A leasing deal offers “Create a lease”; an owners deal that came from a listing request offers “Create a listing” through that lead.

A deal moves between stages in any direction, with Move on its page; each move is kept with when and by whom. Its status (open, won, lost) follows the kind of its stage. Winning or losing is moving to a won or a lost stage; a lost deal may keep a reason from your list. Majali warns but never refuses: no value, no reason, a leasing deal won without its lease, a closed deal reopened.

Everyone with the view-all permission sees every deal; others see the deals they handle and those of the departments they manage. Viewings follow their deal.

Pipelines

Settings, CRM, Pipelines holds your company’s own pipelines: a name in every language, a purpose (leasing, sales, owners, other), idle days, and stages. Each stage has a name in every language, a kind (open, won, lost) and a probability. Drag stages into order, then save. A pipeline or stage that holds deals is archived, never deleted. A region’s starter pack may seed pipelines (Abu Dhabi’s seeds Leasing, Sales and Owner acquisition), which you rename or change freely.

Lost reasons

Settings, CRM, Lost reasons is the list offered when a deal is lost: a key, a name in every language and an order.

The board

The Board shows one pipeline at a time: a column per active stage and a card per open deal with its reference, the person’s name, the home, the value, the expected close and who handles it. Drag a card to another column to move the deal, or use the stage choice and Move button on the card. Both record the move exactly as the deal’s page does.

Viewings

A viewing is scheduled on a deal with “Plan a viewing”: the home, when, and who shows it. Afterwards it is marked done, with feedback and the person’s interest (low, medium, high), cancelled, or no-show. Each viewing has a reference (VW-XXXXXXXX). Upcoming viewings show on My work.

My work

My work is one page, in tabs, with how many items wait in each:

• your leads waiting for their first answer, with the time left or how late they are;
• your tasks: overdue, today, the next seven days;
• your departments’ queues, with “Take” on each lead (shown without the person’s details);
• your viewings today and upcoming, and viewings to record;
• your open deals past their expected close, or idle longer than their pipeline’s idle days;
• for managers: escalated leads and each member’s open leads.

“Today” is your company’s own day. The badge beside My work in the sidebar counts overdue tasks, leads past their first-answer target and viewings past their time that nobody has recorded. The dashboard’s attention list shows the same items company-wide to those who may see them.

Next steps

• Your first lead: the first minutes with a new enquiry.
• Properties: listings, areas and the website.