CRM, leads & pipelines · ReflexWare Docs

The CRM is where you keep everyone you do business with — prospects, customers, and contacts — and track what's happening with each of them. This guide covers leads, tags, custom data, the activity timeline, and pipelines.

Leads (your contacts)

In your workspace, every contact is a lead. Leads are created automatically when someone messages you, fills in a form, or chats on your website, and you can also add them yourself.

To open your leads, select Leads in the sidebar (under All Leads).

Adding a lead

Go to Leads.
Select Add Lead.
Fill in the details and save.

Adding a lead requires the leads: create permission. If you don't see the button, ask your organization owner.

Importing from HubSpot or GoHighLevel

If your book of business already lives in HubSpot or GoHighLevel, you can bring it across instead of re-entering it.

Go to Leads and select Import CRM, or Settings → Integrations → Bring your CRM.
Choose HubSpot or GoHighLevel.
Choose HubSpot or GoHighLevel.
Connect (HubSpot: one-click OAuth, or a private app token with read scopes; GoHighLevel: Marketplace install or a one-off session token).
Review the counts, then start the import.

The import is read-only on the source and safe to run more than once — existing people update, they are not duplicated. Contacts need an email or a phone. HubSpot deals attach only when we already imported a contact on the deal. Staff are matched to your team by email; we never create logins. Anything we skip is listed in the report.

GoHighLevel can also bring conversations and workflows (as drafts). HubSpot's first run is contacts, companies, and deals — the set that makes the CRM usable the same day.

Lead details

Open any lead to view and edit their information:

Name — first and last name
Email and phone
Source — where the lead came from (for example, Website or Referral)
Status — see below
Address — street, city, state, zip, and country
Assignment — the team member responsible for the lead
Tags and custom data (covered below)
Browser — run an isolated browser task against a public page; the extract is saved on this lead when it finishes (same engine as Knowledge → Browser and the automation Browser Agent action). In-progress extracts have Cancel. Finished activity items link to the run.

Lead status

Each lead has a status so you can see where they are in your relationship:

Status	Meaning
Lead	A new contact you haven't qualified yet
Prospect	A qualified opportunity you're working
Active	A current, active customer
Inactive	A contact who is no longer active

You can change a lead's status at any time from their details.

Finding and managing leads

Use search and filters at the top of the Leads list to find people by name, email, status, or tag.
Select one or more leads to act on them; you can delete leads you no longer need (this requires the leads: delete permission).

Custom data

Beyond the built-in fields, you can capture extra information that's specific to your business — like "Budget", "Preferred contact time", or "Referred by".

Set this up under Leads → Fields & Data. You organize custom data into:

Data sets — groups of related fields (for example, "Onboarding details").
Fields — the individual questions inside a data set, each with a type such as text, number, date, or a choice list.

Once you've created fields, they appear on each lead so you can fill in the answers, and values save automatically as you type. The same page also lets you choose which core lead fields (name, email, phone, address, and so on) are visible and required. Managing custom data requires the custom-fields permissions. See Fields & Data for the full guide.

Activity timeline

Each lead has an activity timeline that pulls together everything that's happened with that person in one chronological view, including:

Conversations and messages (email and chat)
Appointments and calendar events
Invoices and contracts
Payments and transactions
Pipeline changes
Tag and status changes
Browser extracts (when a job was started from this lead or an automation)

The timeline gives you the full history at a glance, so anyone on your team can pick up where someone left off.

Pipelines

Pipelines are visual boards (like Kanban boards) for tracking work and deals as they move through stages. This section is a quick overview — see Pipelines for the full guide, including multiple pipelines, ticket values and deadlines, and lane totals.

Open Pipelines in the sidebar. A pipeline is made up of:

Lanes — the columns/stages, such as "New", "In progress", and "Won".
Tickets — the cards you move between lanes. A ticket can be linked to a lead so its progress stays connected to that contact.

You can:

Create and rename lanes, and drag to reorder them.
Add tickets, give them descriptions, and link them to leads.
Drag tickets from one lane to another as work progresses, and reorder cards within a lane.

Lane and ticket reorders are saved as one operation. If the server can no longer apply the complete order—for example, because an item was removed or moved in another session—it rejects the change rather than keeping a partial order.

This is ideal for sales stages, support workflows, onboarding steps, or any process you want to see at a glance. Working with pipelines requires the pipelines permissions.

Permissions

CRM features are controlled by permissions, so what you can see and do depends on your role:

leads — view, create, update, delete, import, and export leads
custom-fields — manage custom data categories and fields
pipelines — create and manage pipelines, lanes, and tickets

If something is missing or read-only for you, ask your organization owner to adjust your permissions. See Account & Team.