CRM

Open CRM from the workspace navigation to work with customer context and connected delivery in one place. The entry remains visible to every workspace member; members without View CRM see a permission message after opening it. CRM is workspace-wide, so its own section navigation replaces the project list while you are in CRM.

CRM opens on a workspace overview with setup guidance, approval and failure counts, and shortcuts to common customer work. The remaining destinations are grouped under Customers, Work, Insights, Automation, and Integrations. They include People, Organizations, every visible Record Type, Requests, Commitments, Outcomes, Segments, Reports, and Integrations. Names for People, Organizations, and Records follow your workspace terminology. Use the star beside a section to keep it at the top of your own CRM navigation. Record Types can be assigned to navigation groups; large catalogs stay collapsed until you open a group. Each CRM page explains its purpose below the heading. When a page has no data, its empty state explains what belongs there and offers the primary create action when your permissions allow it.

Plans and limits

Free workspaces can try the complete core workflow with up to 25 CRM records, one Record Type, five custom fields, one form, one automation, and 25 automation runs per month. Starter and Pro seats add shared CRM capacity to the workspace. Free includes one CSV import of up to 25 rows. Starter imports accept up to 1,000 rows per job and Pro imports up to 10,000. Exports and record merging require a Starter or Pro seat for the member taking the action. Connected providers require a Pro seat and available connector capacity; CSV does not use connector capacity. Reports progress from basic totals on Free to workflow trends on Starter and operational detail on Pro. Virtual Coworkers can use CRM with approval on Starter and autonomously on Pro. Workspace permissions still decide who may view, edit, configure, or connect CRM data; a paid seat never grants those permissions by itself.

The CRM header shows current record usage. When a workspace approaches its limit, use the upgrade action to add capacity. Existing data remains available after a downgrade, but Bnder blocks new resources until the workspace has free capacity again.

CRM guides

Search and open a customer record

Search runs on the server and returns only CRM data you may view. Results are paginated, so large workspaces do not need to load all customer records into the browser. It includes People, Organizations, custom Records, Commitments, and Requests. Workspace administrators decide which custom fields are searchable; Bnder does not index every custom field or connected-provider payload. Select a Person, Organization, or custom Record to open its detail page, or use a Commitment or Request result to jump to that workspace section. On wide screens, the current entity list stays beside the open detail so you can review several entries without losing your place. Smaller windows keep the focused full-page detail and Back action. The workspace-wide search palette also includes People, Organizations, and custom Records when you have View CRM. Use its CRM filter to include or hide those results alongside Tasks, Events, Documents, Tickets, and Files. Open the action menu on a CRM search result to open its profile or create a pre-linked Task or Event. Person results can start an on-behalf Ticket. Members with Manage CRM can also create a Record with its configured form or add a manual Interaction; the Interaction appears in the entity's activity history.

The detail uses four focused areas: Overview, Activity, Work, and More. More contains connected sources, health and lifecycle, virtual coworker history, and Person consent. Secondary information loads only when you open its area. Linked work stays governed by its normal task, ticket, project, document, file, and calendar permissions. Existing customer-linked Tasks and Tickets keep their original IDs and appear as historical CRM interactions after an administrator runs the workspace CRM migration.

On phones and narrow windows, the current CRM area opens a categorized navigation sheet, and entity details replace horizontal tabs with a section selector. Configured tables become vertical cards with field labels, edit actions, and row selection; saved views, search, filtering, sorting, and bulk actions remain available. Use Add on a Person, Organization, or Record to start a Ticket, Task, Event, Record, or Interaction without returning to the CRM list.

The Health & lifecycle tab shows each applicable relationship-health score and active lifecycle. Members with Manage CRM can evaluate a model, start a configured lifecycle, or move it to a validated stage with a transition reason. Custom Record entries show only models configured for their Record Type.

Workspace administrators configure models under Settings → CRM → Relationship Health Models. Choose the entity scope, base score, explainable rule adjustments and actions, then define non-overlapping score bands. Rule conditions use the same JSON filter groups as CRM saved views.

CRM settings are divided into Getting started, Data model, Fields and layouts, Views, and Processes. Layout and View entries show their first configured fields, so you can identify the right configuration before opening it.

Use Settings → CRM → Lifecycle Definitions to create optional stages for People, Organizations, or one Record Type. Each stage can require fields, task templates, documents, Playbooks, or roles and can control portal visibility and manual, automatic, or hybrid transitions. Entry and exit conditions use the same JSON filter-group syntax as saved views.

Create reusable transfer requirements under Settings → CRM → Handoff Templates. A template can apply between two configured lifecycle stages, require named information, provide a checklist, and require the receiving owner to accept or reject the handoff.

Reports

Open Reports for aggregate counts, Record status and completion trends, activity, Segment sizes, health, automation and approval status, and connector operations. Choose the last 30, 90, or 365 days. Reports use database counts and do not load customer records or provider payloads into the screen.

Create and edit CRM entries

Members with Manage CRM can use Create in People, Organizations, or a custom Record Type. The creation form replaces the list inline, so you keep the CRM navigation and context visible while entering data. Open an entry and choose Edit to update it inline in the same way. The form shows the fields configured for that entity, uses the Record Type's status pipeline, keeps derived or externally managed values read only, and keeps its Cancel and Save actions visible while longer forms scroll. Multiple email addresses, phone numbers, and domains are separated with commas. If a new Person matches an existing normalized email address or phone number, Bnder asks for explicit confirmation before creating a separate Person.

The customer picker used in tickets and other Bnder work also offers Create new when you have Manage CRM. Choose the entity type, complete the same validated form, and Bnder selects the new entry without leaving your current work. Before you search, the picker can show up to eight recent choices from your current workspace. Bnder checks access again before showing them, so removed or inaccessible entries do not remain available. Some workflows also show a Suggested section with a short explanation, such as CRM entries already linked to the current Task. Suggestions and relationship-restricted choices use the same current access checks as search. Matching text is highlighted in results, and the picker adapts to phone-sized screens without changing the selection flow. Tasks use this shared picker for their Person link when you have View CRM; the existing customer ID remains compatible with Task filters and Ticket handoffs. Task comments can reference People, Organizations, and custom Records too. Choose the CRM field below the comment, select one or more entries, and post the comment. References appear separately from the comment text and remain hidden from members who do not have View CRM.

Open an entity and choose Manage to export its CRM data as JSON, archive or restore it, or review a privacy action. People and Organizations can be merged after choosing the surviving entry and resolving every conflicting field. Linked CRM, Task, Ticket, and connected-source references move to the survivor; the source remains archived as a redirect. Anonymization removes profile and connected snapshot data while retaining history and opaque re-import suppression evidence. Permanent deletion stays disabled while linked data exists. Turn on Show archived in a core entity list to open and restore an archived entry. These actions require Manage CRM and always show a preview before confirmation.

If you choose Create anyway for a matching Person or Organization, managers can find the pair under Duplicate reviews. Choose Review merge to open the normal merge preview with the candidate selected, or Keep separate to record that both entries are intentional. Bnder retains either decision for audit and removes merged sources from the pending review queue.

Development and QA workspaces can be populated with the non-sales Community Program example by an operator using the documented CRM demo seed. It includes linked work, activity, outcomes, automation, and simulated connected data; it never requires real connector credentials.

Configure the data model

Members with Manage CRM schema can open Workspace settings → CRM data model. Use Terminology to rename People, Organizations, and Records without changing their stable IDs. Record Types define the business objects shown in CRM, including their names, description, optional numbering prefix, navigation and portal visibility, and ordered status pipeline.

To start quickly, preview a broad business template or describe your work in plain language. The suggestion shows the terminology, Record Types, fields, layouts, views, and optional integration ideas before anything changes. Choose Apply this template only after reviewing it. Generated configuration is ordinary editable CRM configuration; connector suggestions are never enabled automatically.

Each Record Type needs at least one named status. Status categories and the terminal toggle let automations and views distinguish active, waiting, completed, and cancelled work without relying on a displayed label. Use Status requirements to choose fields that must be completed before a record enters or leaves a status. A status move explains any missing fields; fill them and save the move again.

Custom fields can target People, Organizations, or one Record Type. Choose the field type and its relevant options, visibility, validation, search behavior, API exposure, and connected-source ownership. Formula, lookup, and rollup fields show their additional configuration only when selected.

Formula fields use Bnder's allow-listed expression language and reference scalar fields with [field_id]. Lookup fields read a configured field from a related entity. Rollups support count, filtered count, sum, average, minimum, maximum, earliest or latest date, distinct count, and boolean any or all. These values are calculated by Bnder and cannot be overwritten by forms, imports, automations, or API clients. Entity and relationship changes update affected records immediately; schema-wide changes run as resumable background jobs. A calculation problem appears as #ERROR with a safe explanation. Fix the formula or related-field configuration and save the field again.

Relationship Types define the wording in both directions, the entities they connect, cardinality, portal visibility, and optional typed metadata. Select a specific Record Type whenever either side is a custom Record. Members with Manage CRM can remove an individual relationship from an entity's Relationships tab after confirmation. It disappears from both entities and updates calculated fields, while the removal remains in audit history.

Field layouts control which built-in and custom fields appear in each CRM context. Add sections, choose their fields, and mark fields required, read only, emphasized, or compact. Create, quick-create, edit, and detail screens honor their matching layout, including field order and collapsed sections. Saved views control the display type, visible fields, nested all/any filters, sort order, grouping, default behavior, and personal, workspace, or team sharing. Select a saved view in CRM to use its table, Kanban, calendar, timeline, or owner layout. Table views can export all matching rows as CSV. Personal views stay private, and team views are visible only to effective members of that team. Views can target People, Organizations, configured Records, Requests, Commitments, Outcomes, or Segments and appear in the matching workspace's view selector.

In a table, select rows to update a visible field, assign an owner, archive after a confirmation, or export only the selection. Editable cells show an edit indicator; connected or derived values remain read only. Configured column widths and frozen columns are preserved. In a Kanban view, members with Manage CRM can long-press and drag a card to an allowed status column. Creates, edits, inline changes, and bulk changes appear in the related entity's activity timeline with the acting member and time.

Track commitments

Open CRM → Commitments to record a promise between a Person, Organization, Record, workspace member, team, workspace, or named external party. Set the owner, source Interaction, Ticket, or CRM Record, due date, configurable status, visibility, linked task, project, or document, dependencies, and risk state.

Expand a Commitment to see its parties, due date, linked work, and completion evidence. Members with Manage CRM can edit it, mark it completed, attach evidence IDs, or archive it. Moving a Commitment into an at-risk or blocked state is reflected in Signals and can trigger Automations without provider polling.

Review interactions

Open CRM → Interactions to review calls, meetings, messages, notes, and other customer contact across the workspace. Members with Manage CRM can create or edit an Interaction with multiple People, Organizations, or Records; its occurrence time, direction, source, visibility, details, attachments, and linked tasks, Tickets, and Events.

Expand an Interaction to inspect all links and its optional managed external reference. When working from one entity, use Add interaction on its detail page for the faster single-participant flow.

Manage outcomes

Open CRM → Outcomes to define a desired result for one or more People, Organizations, or Records. Outcomes can have internal and external owners, a typed baseline and target, metric, progress percentage, due date, configurable status, linked tasks, projects, and Records, evidence, and a review cadence.

Expand an Outcome to inspect its progress, measurement, upcoming review, evidence, and linked work. Members with Manage CRM can update progress, schedule the next review, publish the Outcome through configured portals, mark it completed, or archive it. Outcome changes remain available to health models, Relationship Reviews, Automations, reports, and permitted virtual coworkers.

Close the loop on customer requests

Open CRM → Requests to capture feedback, complaints, questions, service needs, or any workspace-defined request category. Set its category, status, priority, source, affected People, Organizations, or Records, linked Tickets, tasks, projects, and Records, grouping or duplicate reference, and assigned user or team.

Use the follow-up fields to record what will be communicated and when. A Request can only be closed after a follow-up summary, customer-informed timestamp, and resulting Outcome are recorded. Portal visibility exposes only the configured projection; archiving retains the audit history and internal work links.

Build reusable segments

Open CRM → Segments to create a reusable group of People, Organizations, or one configured Record Type. Static Segments contain explicitly selected CRM entities. Dynamic Segments use the same nested JSON filter model as saved views and resolve membership on the server in bounded pages.

Expand a Segment to inspect current membership. Members with Manage CRM can add or remove static members with the shared CRM picker. Entity scope and mode cannot change after creation because views, Automations, Playbooks, reports, portals, and virtual coworkers may depend on their meaning. Archive a Segment to stop membership resolution while retaining its definition and history.

Triage signals

Open CRM → Signals to inspect or create events that may require work, such as a form submission, missed appointment, escalated Ticket, provider webhook, at-risk Commitment, or any workspace-defined event. Each Signal records its type, occurrence time, affected CRM entities, source, severity, summary, JSON payload, and triage status.

Use Acknowledged, Dismissed, or Resolved to make handling explicit. Provider-derived Signals may retain a managed connection, object type, and external object ID for provenance; credentials and raw sensitive payloads are never shown. Signals appear on affected timelines and can trigger Automations.

Open a Person and select Communication consent to record evidence for a channel and marketing, transactional, all, or custom purpose. Store the consent state and timestamp, source, withdrawal timestamp, notes or evidence, external provider, and source list or audience. An allowed state requires a recorded consent time; a withdrawal resolves conservatively to denied.

Use Check contactability before preparing communication. Bnder evaluates all applicable evidence and returns allowed, denied, or unknown, using the most restrictive known state. An email address, purchase, imported contact, or CRM membership never implies marketing consent.

Manage customer handoffs

Open CRM → Handoffs to transfer customer responsibility with a reusable Handoff Template. Add the receiving owner, related customers, stakeholders, risks, missing information, and linked outcomes, commitments, tasks, tickets, documents, or next events. Complete checklist items as evidence is gathered. When a Handoff is pending, accept it or reject it with a reason; the decision and later changes remain in CRM audit history.

Configure requestable services

Open CRM → Services to define consultations, support requests, repairs, bookings, document requests, or another workspace-specific process. Choose the eligible CRM entity types, intake Form, required fields, routing owner or team, response and resolution targets, approval policy, linked Playbook, portal availability, optional price reference, and whether an Entitlement is required. Archiving removes a Service from new use without deleting its history.

Grant and track entitlements

Open CRM → Entitlements to grant a Person or Organization one or more Services. Optionally set a quota, validity period, allowed channels, response expectation, restrictions, source contract, or external subscription reference. Expand a grant to review its append-only usage history or record new usage with its Service, quantity, occurrence time, source, optional work reference, and note. Archive expired grants instead of deleting their history.

Coordinate customer impact

Open CRM → Customer impact to connect an existing issue, project, Ticket, task, incident, event, or custom Bnder work item to affected People, Organizations, and Records. Mark important customers, include affected Segments, and track communication tasks, update documents, portal Pages, follow-up tasks, status, severity, and the post-incident review. Important customers must also be included in the affected-customer list.

Turn meetings into confirmed work

Open CRM → Meeting execution to create a proposal linked to a source Interaction, calendar Event, or Document and the related customers. Capture the meeting summary, decisions, and structured proposals for Commitments, tasks, risks, requests, next steps, relationship updates, or custom work. Critical proposals require approval or rejection before created work can be recorded. Only members with Manage CRM Schema can enable trusted meeting automation; the server records every decision and resulting work reference.

Configure relationship review templates

In Settings → CRM, members with Manage CRM Schema can create reusable Relationship Review Templates. Choose eligible People, Organizations, or Records; an optional cadence; configured section keys; saved source Views; AI-summary availability; portal publishing; and whether follow-up work is required before closing. The cadence and wording are workspace-defined and do not assume quarterly or software-account reviews.

Run relationship reviews

Open CRM → Relationship Reviews to create a review from a Template or a custom set of sections. Choose the reviewed Person, Organization, or Record; period; saved source Views; section data; and supporting Outcomes, Commitments, tasks, Tickets, Interactions, health results, Signals, and Customer Requests. Move the review through draft, internal review, portal publication, and closure. Publishing requires an allowed Page, and Templates may require next-action tasks before closing. Closed reviews remain read only.

Build and run Playbooks

Open CRM → Playbooks to build an ordered, versioned sequence of registered Bnder and CRM actions. Each step has a stable ID, structured configuration, optional human approval, and a stop-or-continue error policy. Start an enabled Playbook manually with an optional CRM subject, linked customers, starting facts, payload, and idempotency key. Expand it to inspect runs, action states, append-only logs, approve or reject waiting actions, or pause, resume, retry, and cancel eligible runs. Playbooks never execute arbitrary uploaded code.

Build CRM Automations

Open CRM → Automations to define a normalized CRM, Bnder, Form, portal, or connector trigger; optional nested AND/OR conditions; and an ordered sequence of registered actions. Configure approvals and stop-or-continue error behavior per action, then set the run-as user, fan-out ceiling, lineage re-entry policy, enablement, and archival. Updating an Automation creates a new version. JSON configuration is structured data only and cannot contain executable code.

Virtual coworkers with Read connected data can inspect the available connector catalog, redacted connection health and job history, and minimized connected sources for a permitted CRM entity. They never receive credentials, authorization material, raw provider payloads, or arbitrary provider access. Connector imports and lifecycle changes remain administrator actions.

In Settings → CRM, describe your organization to receive an AI-assisted configuration preview. Bnder selects from the same editable presets shown in the setup list; it does not create arbitrary executable schema. Review every proposed Record Type, field, layout, view, and connector suggestion, then apply it explicitly. No production configuration changes while generating a preview.

Review legacy companies

After an administrator runs the company proposal migration, members with Manage CRM see Companies to review above Organizations. For each legacy company string, create a new Organization, link an existing Organization, or ignore the suggestion. Creating or linking also requires a configured Person–Organization relationship type. Nothing is linked automatically.