CRM mode / Pipeline

Beyond cart recovery, Infynia has a CRM mode: a sales funnel to track deals, from first contact through to closing. It’s a good fit for those who sell services, consulting, real estate, or B2B — instead of products with a ready-made checkout.

The Kanban board

Open Pipeline, in the GROW SALES section of the menu. Deals appear on a board with columns, one for each stage of your funnel. You drag each deal from one column to another as it advances. The stages are customizable; an example:

Stage	Type
New	Open
Qualified	Open
Negotiating	Open
Won	Won (closed)
Lost	Lost (closed)

At the top of the board you can:

• Show All deals, only Mine, or the Unassigned ones.
• Use Search deals… and the Filters button (for example, by tags).
• Create a New deal or Import leads (CSV) — see below.

A lost deal with no reason set shows a Reason needed flag on its card.

How it works

1. A customer sends a message and a deal is created in the New stage.
2. Your team moves the deal through the stages as the conversation evolves.
3. When marked as Won or Lost, the deal is closed.
4. If the customer reaches out again later, a new deal starts in New.

Create a deal

To add a lead who hasn’t talked to you yet, click New deal:

1. Fill in the Contact (name and phone; email is optional). If a customer with that phone already exists, they’re reused.
2. Under Deal, fill in whatever you need: value and currency, Owner, source, company, tags, notes, and a catalog product.
3. Choose how to finish:
   • Create without message; or
   • Add message → to send an Initial message over WhatsApp with an approved template of the Deal (CRM) type — now or scheduled (for example, in 1 hour, this evening, tomorrow morning, next Monday, or at a date and time you choose).

A scheduled message shows on the deal as Scheduled send, with Reschedule and Cancel send options until it goes out.

Import leads (CSV)

To bring in many leads at once, click Import leads (CSV):

1. Use Download template (.csv) to see the accepted columns. The spreadsheet needs a header row; only the name and a phone or email are required.
2. Choose the file and, if you like, a Default stage for rows that don’t say which stage to go into.
3. Click Import. At the end you see how many deals were Created, how many were Skipped (duplicates), and the rows with errors.

Follow a deal

Click a deal to open its details. Besides the value, stage, owner, source, and company, you’ll find:

• Contacts — the people linked to the deal. Add other contacts (for example, the decision-maker or finance) and use Set as primary to choose the main one.
• Activity — set a Next contact reminder (date, time, and a note) and use Log contact to write down what was discussed. Each team member sees the time in their own time zone.
• Open conversation in Inbox — to continue the conversation on WhatsApp.

Lost reasons

When you mark a deal as Lost, Infynia can analyze the conversation and suggest a reason automatically, such as:

• Price too high
• Chose a competitor
• No budget
• Bad timing
• No reply

You can accept the suggestion, choose another reason, or create your own reasons. This helps you understand why sales are lost.

Deal follow-ups

Just like in cart recovery, you can build message sequences for deals — for example, sending a reminder when a deal sits in “Negotiating” for a few days. See follow-up sequences and Automations.

Customize your pipeline stages

The board’s stages (columns) are yours to tailor to your sales process. In CRM mode you can rename stages, add new ones, reorder them (with the up/down controls), and turn them on or off.

Each stage has a type, which defines what happens when a deal reaches it:

Type	What it does
Open	Working columns, where the deal moves along
Won	Reaching it closes the deal as won
Lost	Reaching it closes the deal as lost

Your store starts with a ready-made funnel (for example: New, Qualified, Negotiating, Won, Lost), so you never start blank.

A few rules to know:

• You must always keep at least one active Won stage and one active Lost stage — the system blocks removing the last of either.
• You can’t change a stage’s type while there are deals sitting in it — move them to another stage first.
• Removing a stage just hides it; it doesn’t erase history — deals already in it keep their place.
• Stage names must be unique.

Note

You’ll find this on the Pipeline board, under the Manage stages button, which opens the Pipeline stages page.

Manage your lost reasons

Keep your own list of reasons a deal can be lost (for example: price too high, went with a competitor, no budget, bad timing, no reply). This same list is the menu you pick from when marking a deal lost and the set the AI chooses from when it auto-suggests a reason.

Each reason has a name and an optional description — clearer descriptions help the AI pick the best-fitting reason. Your store comes with a starter list.

A few rules to know:

• Removing a reason hides it for future use but keeps it on deals already closed with it.
• Only active reasons are offered to you and considered by the AI — so keep the ones you care about active.
• Reason names must be unique.

Note

You’ll find this on the Lost reasons page, in the GROW SALES section of the menu.

You can also work from the conversation

Everything in this guide — moving stages, editing the value, assigning an owner, marking Won/Lost, adding products and tags — is also available without leaving the conversation in the Inbox, in the deal rail. Use the Kanban board when you want the overview of everything in progress; use the deal rail when you’re in the middle of a conversation and want to act right there. The two screens always stay in sync. See deal rail in the Inbox.

Organize deals with tags

Tags are colour-coded labels you create and stick on deals to organize and segment them (for example: Hot lead, VIP, Wholesale).

• Create them on the fly while tagging a deal, or with the board’s Manage tags button (set a name and colour, rename or recolour, deactivate the ones you don’t use and restore them later).
• Filter the board to show only deals carrying the tags you select (selecting several shows deals that have all of them).

A few rules to know:

• A deal can hold up to 5 tags.
• Tag names are unique in your store.
• “Removing” a tag just deactivates it — it stays on deals already tagged and can be restored, so nothing is lost.

Tip

A tag you apply on the conversation in the Inbox automatically shows up on the deal linked to it, marked as automatic to tell it apart from ones you add directly here on the board. Automatic tags don’t count toward the 5-tag limit — only the ones you add manually on the deal do. See conversation tags mirror onto the deal.

Your product catalog

The catalog gathers the products/services you sell and serves two purposes:

1. Your AI agent uses it to look up and recommend the right items during WhatsApp conversations — a fuller catalog means better recommendations.
2. You can add catalog items as line items on a deal (with quantity and price), and the deal’s value is calculated automatically.

Building the catalog

• Add items one by one — only a name is required; price and other details are optional.
• Bulk-import from a spreadsheet (CSV), mapping your spreadsheet’s columns to the catalog fields.
• Search and filter your items.
• Add photos to an item.

Adding items to a deal

1. In the deal’s Products section, pick catalog items.
2. Set each line’s quantity and unit price.
3. The deal value follows the lines automatically — unless you typed a value by hand.

If your store doesn’t have a catalog set up yet (common on CRM-mode accounts that sell services), the same Products section lets you type a one-off item — just a name and, if you like, a price (for example, “Consulting — $2,400”) — with no need to add anything to the catalog first. If the value you set by hand ends up different from the sum of the deal’s line items, a prompt offers a button to match the two with one click.

A few rules to know:

• Only active items can be newly added to a deal and recommended by the AI — so keep at least one item active.
• Items synced from your connected store warn you that manual edits get overwritten on the next sync. Items you create or import yourself are yours to edit freely. See connect your store.
• A line’s price is captured when you add it — so later catalog price changes don’t rewrite existing deals.

Tip

You’ll find this on the Catalog page, at the end of the GROW SALES section of the menu. Line items live in the deal detail panel on the board.

Who CRM mode is for

For those who close sales through conversation rather than an e-commerce checkout. If your sale ends when the customer says “yes,” and not when they complete a cart, CRM mode is for you.