Convertly CRM Frequently Asked Questions
Account and trial
Section titled “Account and trial”What does a new workspace include?
Section titled “What does a new workspace include?”A 14-day Standard trial with three included users and 150,000 leads of capacity. Sample leads, tasks, and follow-ups may be created for orientation.
What happens after the trial?
Section titled “What happens after the trial?”An unpaid tenant is intended to move into a seven-day Grace period and then Suspended state. Activate Standard billing or contact the team about Enterprise before access is interrupted.
How do I reset my password?
Section titled “How do I reset my password?”Use Forgot password. The one-time code expires after 15 minutes.
Users and visibility
Section titled “Users and visibility”Who can see organization leads?
Section titled “Who can see organization leads?”Visibility depends on your custom role’s module access and assigned or all-record scope. Role names are labels, not fixed access presets. See Roles and access.
Who can manage Billing?
Section titled “Who can manage Billing?”Billing is reserved for workspace Admins. A custom role named Manager does not grant billing access.
Forms and intake
Section titled “Forms and intake”Does every submission create a new lead?
Section titled “Does every submission create a new lead?”No. A matching email or phone updates the existing tenant lead with duplicate-submission context.
Can I use a tenant API key in a website form?
Section titled “Can I use a tenant API key in a website form?”No. Use a native form token for public embeds. Keep tenant API keys on trusted servers.
When should I use Universal Webhooks?
Section titled “When should I use Universal Webhooks?”Use it when a third-party sender cannot produce the Inbound Leads API format. Capture one redacted sample, map paths, and then test lead creation.
Automations and reminders
Section titled “Automations and reminders”Does a follow-up automatically message the customer?
Section titled “Does a follow-up automatically message the customer?”No. A follow-up assigns work to a team member. It does not automatically send its text by WhatsApp, email, or SMS. See Team reminders and Channel availability.
Are automations scheduled?
Section titled “Are automations scheduled?”No. CRM automations are event-driven. Due reminders and overdue summaries are handled by the notification service.
Can an automation email a lead?
Section titled “Can an automation email a lead?”Lead nurture and drip email actions are not part of the current automation builder. Automation alerts are for CRM users.
Where do I manage my connections?
Section titled “Where do I manage my connections?”Open Integrations in the main navigation. Each provider has its own setup and logs. Use the integration guide to choose between lead intake, calling, messaging, and ad feedback.
Does Closed Won always send Purchase?
Section titled “Does Closed Won always send Purchase?”No. Google conversion-action IDs and Meta event names are configured per CRM milestone in the relevant setup page under Integrations.
Are Meta Lead Ads and Meta Conversions API the same?
Section titled “Are Meta Lead Ads and Meta Conversions API the same?”No. Meta Lead Ads imports Meta instant-form submissions. Meta Conversions API sends mapped CRM outcomes to Meta.
Calling and WhatsApp
Section titled “Calling and WhatsApp”Does Android tracking include every call on my phone?
Section titled “Does Android tracking include every call on my phone?”No. It captures eligible cellular call activity on the selected work SIM after enrollment. Personal-SIM and internet calls are outside that tracking path. See Android call tracking.
Is WhatsApp messaging available?
Section titled “Is WhatsApp messaging available?”Yes. With a connected business number and the appropriate access, your team can use inbox conversations, saved replies, and supported templates and attachments. Meta’s messaging requirements and provider charges still apply. Start with WhatsApp conversations.
Are WhatsApp AI auto-replies available?
Section titled “Are WhatsApp AI auto-replies available?”They are in development and separate from the existing manual WhatsApp inbox. See WhatsApp AI replies for the current scope.
Analytics and AI
Section titled “Analytics and AI”Can Analytics be exported?
Section titled “Can Analytics be exported?”Dedicated Analytics export is unavailable. Use filtered Leads export for record-level CSV data.
Does AI see every tenant record?
Section titled “Does AI see every tenant record?”No. AI uses CRM context available within the signed-in user’s organization and role scope. Relevant context is sent to the configured AI provider.
Can AI update a lead or send a message for me?
Section titled “Can AI update a lead or send a message for me?”AI Workspace is read-only. It can help explain CRM information, but you make changes and send messages through the normal CRM controls. See AI Workspace.
Can a deleted lead be restored?
Section titled “Can a deleted lead be restored?”Yes, while it remains in Trash. Permanent deletion is restricted to Admin and platform Developer roles and cannot be undone.