Omnichannel · Daily operations · 10 min read

Turn a conversation into a lead, quotation or ticket

Create CRM leads, opportunities, quotations, sales orders, support tickets and follow-ups straight from a conversation.

Before you begin

• CRM must be installed for leads and opportunities, and Sales for quotations and orders. Quotations and orders also need your own Sales rights.
• Permissions: omni.lead.create, omni.opportunity.create, omni.quotation.create. Tickets and follow-ups need omni.reply; ticket status changes need omni.resolve.
• Open the conversation first. Actions are in the Convert menu, the Quick Actions panel and the Related Records panel.

Create a lead

1. Choose Convert > Create Lead.
2. Optionally set a Title. If blank, it is <product interest> - <name> or <Channel> enquiry - <name>.
3. Enter an Expected value in AED (prefilled from the AI estimate or the contact's potential value) and the Customer need, for example Dell Latitude x 20.
4. Click Create.

The lead gets the channel as source, the contact's name, phone and email, tags and campaign. You see 'Created LEAD-... in CRM' with Open in CRM. If the conversation is already linked, the system says so and does not create a second lead.

Create an opportunity

1. Choose Convert > Create Opportunity.
2. Enter Title, Expected value, Expected close (default 30 days ahead) and Customer need.
3. Click Create.

If there is no lead, one is made and then qualified into an opportunity. If a lead exists, it is qualified; no second record is made. The label becomes Qualified.

Create a quotation or sales order

1. Choose Convert > Create Quotation (or Create Sales Order).
2. If the conversation has no customer, type the Customer name. A new customer partner is created with the contact's email and phone. If the contact has no name or phone: 'Name the customer.'
3. Search products (20 results with price and stock) and click a row to add a line.
4. Adjust Qty and Price. A blank price uses the product price, and the tax rate comes from the product. Up to 100 lines. The screen shows the total before tax.
5. Click Create.

A quotation is a draft linked to the opportunity. A sales order is a confirmed order and, like any sale, raises a draft delivery. A sales order with no lines gives 'Add the products for the order.' The label becomes Customer.

Worked example

Ahmed Hassan writes: 'price for 20 laptops?' Sara creates an opportunity at AED 52,000, then a quotation with 20 lines of Dell Latitude at AED 2,600 each: total before tax AED 52,000. Later she creates the sales order with the same line.

Create a support ticket

1. Choose Create Support Ticket.
2. Choose the Type: the company's support types such as Support ticket, Complaint, Warranty request, Return or Service. Only the first five standard types are accepted by the system; a custom type added in Configuration gives 'Choose the type.'
3. Choose Priority: Low, Normal, High or Urgent.
4. Type Subject (blank becomes the first 120 characters of the preview, or 'Support request') and Description.
5. Click Create.

The ticket TCK-xxxxx appears under Inbox > Support Tickets with a due time of 48 hours. The conversation label becomes Support.

Manage tickets

Open Omnichannel > Inbox > Support Tickets. Tabs: All, Open, Pending, Escalated, Resolved, Closed. Each row has a Chat button to open the conversation. Use Escalate, Resolve, Close (once resolved) and Reopen (once closed). Resolving or closing stamps the resolved time and sets the conversation's service status.

Schedule a follow-up

Choose Schedule Follow Up, set the Subject, Type (Call, Email, Meeting or Task), Due date, Assigned to (blank is you) and Notes. The task goes on the lead, or on the conversation if there is no lead.

What happens next

The owner is notified when a lead is created. Related Records show counts of leads, opportunities, quotations, orders and tickets for the contact. The lead appears under Leads > Social Leads.

Good to know

• A lead stage that needs qualification cannot be reached from a plain lead: 'Qualify the lead (Convert > Create Opportunity) before moving it past this stage.'
• Conversations labelled Support never become leads automatically.