How to set up and use your CRM

Visito CRM turns sales conversations into opportunities your team can review in one place. You define what counts as a lead, how opportunities move through your stages, and which details to capture.

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Start with your CRM configuration

Open CRM → Leads in the sidebar to configure your pipeline and manage opportunities. CRM → Follow-ups is available even before you publish a pipeline. You can start with follow-ups and publish your sales stages later. Choose a starting point:

• On my own starts with editable stages and fields.
• With AI assistance proposes a configuration using available business information and recent conversations. Review the proposal before publishing; it is a starting point, not an automatic activation. If there is not enough information, add business context or use manual setup.

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Define a lead

Under What counts as a lead?, describe buying intent and exclusions in plain language. Be specific about what your business sells and how to distinguish sales from support. For example:

A guest considering a new stay at Hotel Aurora: asking about availability, room options, or rates. Exclude support about an existing reservation unless the guest expresses interest in another stay.

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Set stages and follow-up eligibility

Open a stage to edit its name and the rule that tells the AI when a lead belongs there. The starter configuration includes New, Qualified, Won, and Lost. Adapt the rules to your sales process, using clear evidence for each outcome. For each open stage, decide whether to enable Allow follow-ups. This permits Visito to consider a follow-up; it does not guarantee that every lead receives one. The conversation must still be eligible, and the workspace follow-up mode must allow it. Closed opportunities are not eligible for new sales follow-ups. Recording a win in CRM does not create a reservation, collect a payment, or change a connected system.

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Choose the details to capture

Under Details to extract, select useful fields or add a custom field. Examples include interest, needs, budget, location, timeline, email, phone, company, and preferred language. Give custom fields clear names and extraction instructions. Visito captures information from available conversation evidence; adding a field is not an instruction to ask every customer for it. A value may remain empty until the information is available. For Hotel Aurora, Interested in describes the purpose of the stay and Needs captures requirements such as two rooms close together.

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Save and publish

1. Select Save draft to keep your work without activating it.
2. Review the lead definition, stage rules, follow-up permissions, and fields.
3. Select Start capturing leads to publish the initial configuration.

Publishing enables opportunity capture for conversations that meet your lead definition. It does not import your entire history into the board. Conversations with pending suggested or automatic follow-ups are also reviewed in the background; that review can use recent context from before publication and create an opportunity if it meets the published definition. After publication, use Configure to make further changes and publish them when ready. Saving a draft alone leaves the published configuration in place. When you first publish or change a published pipeline, pending follow-ups are reviewed before they can be sent. Those that remain valid keep their text, including operator edits, and are not moved to an earlier date. Those that no longer qualify are skipped, and overdue items expire. Canceled, dismissed, or sent messages are not reactivated.

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Work with your leads

Open CRM → Leads. Use Board to see opportunities by stage or Table for a compact list. The board groups won and lost outcomes under Closed, while each card keeps its outcome label. Cards show the contact, a summary, captured details, and follow-up status when available. Use Refresh to reconcile the view with recent activity. Open an opportunity to inspect its details and activity. You can correct captured values and move the opportunity to the appropriate stage. Manual corrections take precedence over automatic updates. Use the card’s move control to change an open stage or close an opportunity with the appropriate outcome. Review the conversation before making a correction. Editing the CRM record does not send a customer message.

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Connect CRM to follow-ups

Open CRM → Follow-ups and choose Off, Draft, or Auto. Start with Draft if your team wants to review suggested messages before sending. Without a published pipeline, follow-ups are assessed from the conversation. With a published, active pipeline, they must also meet the lead definition and belong to an open opportunity in a stage that allows follow-ups. Both cases respect the selected mode, exclusions, and channel restrictions. Auto also checks that the destination channel is active and AI replies are enabled. See how to manage follow-ups for message review, history, and credits, and Follow-up settings to configure the level, message instructions, and pause hours.

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