X2CRM User Reference Guide



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Profile Page

Contacts

Contacts are the core of your CRM. You can search through contacts based on matching criteria, organize lists of contacts with attribute filters, view contact location heat maps, and more.

Contact Record Detail View

  • Click on a contact’s name from any screen in X2CRM to View its details.
  • Edit Contact allows you to update contact information. You can use Share Contact to draft an email with the contact’s record details in the body. Create Case associates a new service case with the contact. Delete Contact erases the contact record from your database. Please note that this cannot be undone!
  • Send Email drafts an email addressed to the contact. You can also use the mail icon, highlighted in cyan along the top bar menu, to email the contact. Both of these options bring up an email draft field, shown in yellow, within the record page.
  • Attach a File/Photo allows you to upload media associated with the contact. Please note that there is also a an image gallery widget, where you can upload and see a thumbnail of your images.
  • Quotes/Invoices initiates a new quote for the contact. You can add line items and make pricing adjustments all from one screen.Subscribe will send an automated email update to you whenever the contact’s record is updated.
  • You can quickly view the customer’s current process stages. You can also view a complete overview of interactions with the record in graph form in the Action History chart, highlighted in the pink box.
  • View and edit a contact’s tags. Drag and drop from the tag widget, highlighted in orange, or double click within the tag field, highlighted in maroon, to instantly create a new tag. You can view and delete your existing tags with the tag manager.
  • Set the contact’s deal confidence, highlighted in the bright green box in the contact data fields. This is a five point scale of your confidence in the sales opportunity associated with the contact. This scale is also important for your sales pipeline chart. The five point scale is:

  • 1:Low 2:Growing 3:Forecast 4:Committed 5:In the bag.

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The Publisher

  • The widget highlighted in blue in the image above is called the Publisher. This widget will allow you to create, complete, and view a history of actions, appointments, calls, emails, web activity, and more. To create a new event, selecting one of the tabs highlighted in red in the image to the right.
  • Use the publisher to easily log a call (or attempted call). If you like, you can select a quick note to expedite your call log. These are preset comments you can append to your call log. You can, of course, modify the contents of the quick note dropdown menu from the dropdown editor in X2Studio.
  • Aside from time spent on the phone, you can also simply log time spent working on a record. Whether it’s background research or case analysis, you will be able to log how much time you’ve spent working on topics related to the contact and what that time was spent doing.
  • Create a new action associated with the contact. Just as in the full action editor, you can set due dates, assigned users, priority, visibility, and description. Edit, complete, or delete the action using the tools highlighted in the blue circle
  • Add a public comment on the contact’s record that you and your team can refer to when next you interact with them.
  • Create a new Calendar event from the publisher. Designate an appointment time and date on your team calendar for a specific event. You can set visibility (i.e. who can see it in their own personal calendars) as well as the assigned users. Set its priority and the display color as well.
  • Finally, associate products with a contact record. These may be the products that the contact has already purchased.
  • You may view any publisher records specific to one event type by using the filter dropdown, highlighted in orange.
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Contact Lists

You can create and use contact lists to send emails to existing clients, potential leads, business partners, or any other sort of list of people you can think of. Lists can be dynamic or static. A dynamic list is automatically populated and updated based on a set of filter criteria. A static list has a manually stipulated set of members, and does not automatically update.
  • The All Contacts screen displays every contact in your X2CRM system. Here you can create and populate dynamic or static lists. Dynamic lists are auto-populated based on certain attribute criteria (e.g. a tag or deal value). Static lists are manually populated and managed.
  • To populate a static list of contacts: first tick the boxes next to the names of the people you would like in the list, highlighted in the blue box along the left hand side. This will bring up a new menu option in the grey menu bar along the top of the contact grid, highlighted in the orange box. Click on More to open a dropdown menu containing the expanded options.
  • To add the contacts to an existing static list, select Add Selected to List from the More dropdown menu. A dialog box with a dropdown menu containing all existing static lists will pop up, prompting you to choose the list to which the selected records will be added.
  • If you wish to create a new static list from the selected contacts: click New List From Selection from the More options menu, highlighted in green. A dialog box will pop up, prompting you to enter a name for the new list, highlighted in purple.
new list from selection

This All Contact Grid View also has some options available for viewing and sorting contacts. Each column within this layout has either a search box or a dropdown menu. Some of the white boxes are text search fields. Enter some data in them to display the matching results (e.g. the Account field, shown in green). The date-based columns also have white boxes along the top but clicking within them will bring up a calendar from which you can select dates (e.g. the Last Activity field, shown in red). The fields with values from a list will bring up a dropdown menu with the possible values for that field (e.g. the Lead Status field, shown in blue). The three buttons highlighted in yellow along the title bar include some appearance settings.
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The first button allows you to Clear Filters. This will remove any of the filter settings you have inputted into the data fields along the top bar. The second button is the Columns button. This allows you to add or remove columns from your contact list grid view. The third of these buttons is the Auto-Resize Columns function. This will change the width of the columns of the grid view to an automatically determined appropriate size, based on the length of the data in the field as well as the size of your browser window.
buttons

  • Use the Export to CSV option to save the contact list as an exportable .csv file. Use the Import Contacts option to submit a .csv file and extract a contact list.
  • This option allows you to import a contact list using a .csv template. To import, fill in a CSV file where the first row contains the column headers for your records (e.g. first_name, last_name, title etc). Please have a look at our wiki page on importing contacts to see technical specifics about importing from .csv format.
  • The application will attempt to automatically map your column headers to our fields in the database. If a match is not found, you will be given the option to choose one of our fields to map to, ignore the field, or create a new field within your X2CRM system.
  • If you decide to map the “Create Date”, “Last Updated”, or any other explicit date field, be sure that you have a valid date format entered so that the software can convert to a UNIX Timestamp (if it is already a UNIX Timestamp even better). Visibility should be either “1” for Public or “0” for Private (it will default to 1 if not provided).
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  • To view existing contact lists click Lists in the left column menu, highlighted in red.
  • A catalog of all contact lists is displayed. An overview of list information appears as well, displaying list name, list type (i.e. static or dynamic), list creator, and number of list members.
  • To create a new dynamic list click either Create Lists in the same left column menu, or “new list” near the bottom of the page, both highlighted in blue.

Creating a dynamic list involves setting criteria for membership in your list. X2CRM will use these parameters to automatically filter out the contacts that don’t meet the criteria and populate the list with those that do. You can set the logic type to “AND,” which requires that all parameters be met in order for the contact to be included in the list, or “OR,” which only requires that at least one parameter be met.
  • The minimum amount of filter parameters is one. To add more, click the blue [Add] button below the list of current attributes, highlighted in the red circle.
  • Set the parameters. The attribute drop down menu shows a list of all types of information that you can discriminate by. Select one.
  • Next, choose the comparison you want X2CRM to use to evaluate the attribute. The comparisons available will change based on the attribute type you’ve selected.
  • The attribute highlighted in the green box is “state”. The comparison selected is “does not contain”. The values are state abbreviations separated by commas. This means that X2CRM will evaluate the addresses of each contact, and if the state listed is Arizona, Nevada, or Oregon, it will not include that contact in the list.
  • The attribute highlighted in the blue box is “assigned to”. The value brings up a list of your X2CRM users. To select multiple users hold down the control key as you click.
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Create Contact

  • For a video on creating contacts, click here.
  • Select Create Contact in the left column menu, highlighted in a red box.
  • Enter basic contact data, such as name, phone number, email, etc. Also enter sales and marketing info, such as lead source, deal value and status, etc. You can also submit the Contact’s username for social media sites including Facebook, Twitter, Google+, Skype, and LinkedIn. These fields will create direct links to those sites.
  • Assign the contact to a member of your sales staff, or to sales groups. Indicate whether this contact is a public or private contact. Finally, finish by clicking the green “create” button.
  • The Quick Contact widget, highlighted in the blue box on the right side column, can be utilized to easily create simple new contact entries with their basic information of name, phone number, and email address, from any screen in X2CRM.
  • In addition, you may use the Quick Create option from the left hand side menu to simultaneously create a contact, account, and opportunity, all from the same screen.


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Contact Process

  • The sales funnel diagram illustrates the current state of affairs within the process, highlighted in the purple box. The ultimate goal in sales funnel management is to turn a “lead” into a “customer.” However, process stages are highly customizable and can easily be personalized with different stages.
  • To indicate that a contact has progressed to the next stage of the process, click the check mark within the current stage. A dialog box may prompt you for notes on the completion of the process stage.
  • When a stage is completed, the next stage is automatically initiated. This continues until the final process stage has been reached.
  • Click the [Details] option to view and edit stage information. You can backdate creation and completion dates from this window as well.
  • Complete each stage as your relationship with the contact grows.
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Accounts

Here you can find a list of client accounts and view their fiscal records with your company. Accounts are generally companies or organizations whose associates are your contacts. These records are easily created with a minimum of required fields.
Account List Grid View

  • View a list of All Accounts, sortable by various metrics. Filter out some results with the column selector, highlighted in green within the red circle.
  • Use the clear filters option, the center button in the red circle, to stop sorting by a specific column and return to a default filter setting.
  • Click an account to view its details.
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Account Detail View

  • The account detail overview screen displays information about an account, including contact info, amount of sales, process stages, relationships, and much more.
  • Use the options menu on the left hand column, highlighted in the green box, to manage account information. Select Edit Account to update data. Share Account drafts an email containing the account information which you can then send to a colleague.
  • Delete Account does what you might expect. Please note that this cannot be undone!
  • Easily Attach a File or Photo to the account profile. Select your media, add a description of that media, then save.


accounts

Accounts Report

  • Accounts can be summarized and collected, much like a dynamic list. Find accounts which match specific attribute criteria. Select the date range, shown in the red box, to filter accounts based on date of creation or last activity. Select Advanced Filters and [Add] to add attribute filters. Once you have your filters in place, Generate Report to display matching records, shown in the light blue box.
  • Once you have your generated list, you may then Create a Campaign. This will allow you to email contacts related to the accounts in that list. You can choose to only email contacts which are set as the primary contact of an account, or all related contacts of each account.
  • You may also export the list to a .csv file, using the Export Data button, shown in green. Once created, you may download this file, shown in purple, near the bottom of the page.
accounts report

Create Account
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  • Enter the new account’s information, the organization’s name, type of company, phone number, description, address, and other such pertinent information.
  • Option to assign the account to a colleague by selecting their name from with the ‘assign to’ list. To select multiple representatives, hold down the control key as you click.
  • Once finished, click the create button to complete the process.



Marketing

The marketing module in X2CRM is a powerful set of tools for disseminating sales offers and automating responses to leads. Click here for an additional overview of the X2CRM marketing module.
Campaigns
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  • The list view displays a catalog of All Campaigns. This is an overview of the current and past marketing promotions you’ve constructed in X2CRM. Click an existing campaign to View information about it, including name, description, and campaign status (i.e. whether it is active, complete, public visibility, and its assigned users). Update or Delete existing campaigns.
  • The campaign type is also displayed. If, for example, you are running an email campaign, the message template will be shown as well as the contact addressee list.
  • Create a campaign invites you to enter all this information for a new campaign. You can find a video tutorial on creating marketing campaigns here.
  • Click the add button within the image gallery, highlighted in the red box, to add an image to the campaign page. These images are viewable by your X2CRM users.
  • The associated actions history appears in a moveable widget, highlighted in the green box. You can create new events as well by logging a call, initiating a new action, or adding a new comment to the detail page.
  • The Contact Lists option will take you to the contacts module.

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Newsletters

  • A newsletter is a type of campaign, but it is mainly a type of list. Selecting newsletters from the left column menu brings you to an overview of all newsletter recipient lists.
  • To create a new newsletter list use the form highlighted in the blue box near the top of the page. Enter a name for the list and a brief description of it. Assign an owner and set its public visibility. When you initially create the newsletter recipient list it will be empty. You can use preexisting Contact Lists to address your newsletters to.

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  • When you click on a newsletter list name, the screen to the right comes up. The embed code is automatically generated. Copy and paste that code into your website to include the email signup form.
  • You may edit the form’s appearance to integrate it with the theme of your site. Options to change text and background colors, font, and borders are all available.
  • This web form is a signup sheet. People who add their email addresses in the form will automatically be added to the list of recipients for that newsletter. This list of people is editable and updatable.
  • When the list begins to populate, the recipient list, highlighted in the blue box near the top of the page, will display a list of everyone who will receive the newsletter. Additionally, it will show those who were signed up for the newsletter but who have subsequently unsubscribed.
  • To create the content of your next newsletter click the “email entire list” button, highlighted in the red box near the top of the page.

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  • When you click “email entire list” and thereby create a new instance of a newsletter, you are taken to the create a campaign screen. You must enter a name for the specific newsletter and you may enter a description. The email contact list, highlighted in the blue box, defaults to the newsletter contact list that you have created and that people have signed up for. However, you can also select an alternate contact list by typing its name into the data form. See the contact list section for more information on lists.
  • Create the email template that will be sent out to the contact list. You can include dynamic variables like {lastName} or {phone} which will be automatically replaced with the appropriate value based on the contact’s information.
  • Click the green create button to finalize the template. After you’ve created the newsletter you can include attachments and images. Then you can launch the campaign and witness real time who has received it, opened it, and/or unsubscribed.

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Web Lead Form

  • X2CRM allows you to easily create a Web Lead Form, giving you customized online questionnaires and information sheets. You can find a video tutorial guide on how to create a Web Lead Form here.
  • The appearance settings, highlighted in green, allow you the visual customization necessary to integrate a streamlined web form into the theme of your site.
  • You may also automatically add tags that will become associated with all the leads created via the web form.
  • Customize the form. The red box near the bottom of the page highlights the visual modification system. Drag and drop field items from the field menu. You can sort and rearrange the form options with simple mouse dragging. Set whether the field is required and specify its placement in the form. Preview the form and make sure its up to your standards.
  • Shown in the blue box, you may also quickly name and save the form template for further future customization and usage within different contexts. For example, you can use a form template for web leads, service cases, or newsletters. You can use the template as is or further customize it.
  • When a web lead comes in, you can automatically send them an email thanking them for their interest and offering them a follow up. Additionally, when a web lead comes in, your sales team will want to know about it. You can choose whether the sales rep that web leads are assigned to will receive an email or not. Highlighted in the orange box, you can select from the drop down email template menus.
  • Finally, grab the embed code, shown in the purple box, to copy and paste it into your website.


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Web Tracker

  • The web tracker allows you to keep track of contacts on your site. An announcement will be made within your X2CRM activity feed whenever a contact visits your page.
  • Set the parameters, highlighted in green, to enable or disable the tracker, and to set the cooldown period – i.e. how long after the first visit to disregard further clicks on your site.
  • Take the HTML code, highlighted in red, and paste it into the body section of your website’s pages.
  • You can find a video tutorial on setting up web trackers here, in our video tutorial library.

X2Flow

X2Flow is a powerful, highly customizable marketing automation module which allows marketers to build preprogrammed marketing campaigns based on customer behaviors.
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X2Flow is a powerful and intuitive tool, hefty enough to deserve its own reference guide. Check out the X2Flow in-depth documentation page.
X2Flow in depth doc

Alternatively, for a broader overview, check out the X2Flow feature spotlight

X2Flow feature spotlight


Opportunities

Opportunities List View
This page highlights the sales leads that have established themselves as legitimate opportunities. The opportunities page contains a list of those accounts and some options for updating them.
  • See a broad but detailed overview of your sales team’s opportunities. Add sortable columns via the box highlighted in green. Filters can also be set from the button highlighted in orange. Do an advanced search, highlighted in blue, by specifying parameters like assignment, lead source, sales stage and others.
  • The cyan box is highlighting the probability column. This value is set by your sales team and denotes the likelihood of converting the opportunity into a sale and closing the deal.
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Opportunity Detail View

  • The opportunity detail overview screen displays information about a sales opportunity, including contact info, creation and expected close dates, quote amount, relationships, and much more.
  • Use the options menu on the left hand column, highlighted in the red box, to manage opportunity information. Select edit opportunity to update data. Share opportunity allows you to send the opportunity information to a colleague.
  • Add or remove a user (i.e. a colleague) association with the opportunity. Remove the opportunity from your records if necessary with the delete option.
  • Easily attach a file or photo to the opportunity profile. Select your media, add a description of that media, then save.
  • View the process stages of the opportunity conveniently right on the details page, highlighted in the green box. The current workflow stage is listed at the top of the list. The previously completed workflow stages are listed sequentially below that, detailing which stages have been completed, when those stages were completed, and who completed them

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Create Opportunity and Quick Create

  • The Create opportunity module allows you to initiate a new sales opportunity within your CRM system. The creation of a new sales opportunity typically entails a preexisting contact, as well as a preexisting sales account for that contact. If however, you would like to establish an entirely new entity all at once, this can be done with the Quick Create option.
  • The Quick Create option contains the create opportunity module in its entirety as it exists in isolation (highlighted in green). In addition to that, it also contains the create contact module (highlighted in orange) as well as the create account module (highlighted in blue) – all on one page. This is the fastest, easiest way to introduce a completely new sales opportunity in your CRM system. In one go you can enter the information for an entirely new contact as well as enter the information for that new contact’s sales account and that new contact’s business opportunity.


Workflow


Workflows breakdown business processes into successive stages. Use the workflow to manage and keep track of your sales progress. You can find a video about the Process Module in our video tutorial library, located here.
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List View – All Workflows

  • See an overview of All Workflow types. Workflows are grouped by categories. For example, workflows can be used as a measure of the status of a sales relationship with a client. They can also be used however to document the progress of a new employee, from ‘resume received’ to ‘schedule training’. Workflows are highly customizable and can therefore be used in a number of different contexts involving staged progression.
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Workflow Detail View

  • The workflow funnel diagram, highlighted in the blue circle, indicates the total number of people that are in each stage. Click on any stage to view a list of those people.
  • Set a custom date range or select a preexisting one from the drop down menu
  • Click on the options on the left hand column menu to manage workflows. Edit or Delete Workflows you are currently viewing.
  • Users will be using the workflows that administrators create to keep track of each contact and manage their sales workflow.
  • View the workflow associated with a contact on their page.


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Create Workflow

  • Create a new workflow. Enter a name. Enter the workflow stages. 1 is the minimum amount. To create additional stages click the blue [Add] link near the bottom of the workflow window, highlighted in the red box.
  • For each workflow stage, enter the information fields for name, prerequisite stages, role assignments, and whether comments are available.
  • Click on the X icon in the top right corner of each workflow stage to delete it. Additionally, stages can be reordered via drag and drop.
  • Decide whether to set this workflow as default by ticking the box near the top of the page, highlighted in green. Once the workflow is completed, click the create button at the bottom.


Service


Sometimes things need fixing. Service cases are the instances of support and assistance that you and your company might be involved in with your clients. You can find a video on the Service Module in our video tutorial library, located here.
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List View – All Cases

  • The initial service screen displays a listing of All Cases, active and inactive. You can quickly filter out the inactive cases from your screen by unchecking the “closed” options in the “filter by status” menu, highlighted in the blue box. These are fast criteria for you to sort out service cases.
  • You can add new columns via the columns button, highlighted in purple. Check off the columns you want to see and uncheck those you don’t. The columns are also sortable if you click on their title.
  • Search for a particular service case with the search button, highlighted in red. Quickly reset the filters to their original state with the clear filter button, highlighted in green.
  • The impact column, highlighted in orange, displays a description of the severity of the service case. The impact scale is a 1 – 4 scale with 1 being the most severe. Though, like most things in X2CRM, this is customizable and editable within the admin tab. You and your service team can use this system to prioritize cases.
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Create Case

  • Initiate a new service claim with the Create Case option. The case basics, highlighted in red, include information about the service case, including the case contact. Start typing a contact’s name and auto suggestions will begin appearing. Alternatively if the claim is from a new contact, you can click the green plus next to the field to add a new contact.
  • Other information includes the origin of the claim (e.g. web, phone request, etc.), current status, severity, whether it is a subcase of a previous claim, and the service representative it is assigned to. The case details contain dropdown menus with basic case classifications, like whether it is hardware related, for instance.
  • Enter a subject and a description. Enter case updates, highlighted in blue, describing the next action phase of service. This is also updatable later on from the case detail view.
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Create Web Form

  • The Create Web Form module allows you to quickly and easily create a custom online service request form with no coding required.
  • The settings, highlighted in green, allow you the visual customization necessary to integrate a streamlined web form into the theme of your site. Automatically add tags that will become associated with all the cases created via the web form.
  • Customize the form. The red box near the bottom of the page highlights the visual modification system. Drag and drop field items from the field menu. You can sort and rearrange the form options with simple mouse dragging. Set whether the field is required and its placement in the form. Preview the form and make sure its up to your standards.
  • Shown in the blue box, you may also quickly name and save the form template for further future customization and usage within different contexts.
  • Finally, grab the embed code, shown in the purple box, to copy and past it into your website.

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Case Report

  • Case Report creates a list of all cases matching your stipulated criteria over a given timeframe. To start, set your date parameters in the fields highlighted by the maroon box.
  • Advanced filters are not displayed by default. Click the advanced filters button, highlighted in yellow.
  • Set your advanced filters. Select the attribute from the dropdown menu and set the value you’d like to filter by. To select multiple values hold down the control key as you click. Add further criteria by clicking the [Add] button, highlighted in red.
  • Export your data at any time by clicking Export Data, shown in the cyan box. A confirmation of a successful export will appear at the bottom of the page, in the area highlighted by the purple box. You can download the exported file.
  • Finally, submit your filters by clicking submit, highlighted in green. You will be taken to a page listing all reports that match your criteria.


Actions


Users can conveniently view their own tasks, activities, and to do lists, as well as those made public by their colleagues.
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Action List View

  • You can opt to display a broader overview-type list of event titles, assignments, and their dates within the ‘list view,’ or to display more detailed information within the ‘grid view‘. Choose your view type from the button menu along the top of the action list, highlighted in a green box in either case.
  • Users can opt to view Today’s Actions, All My Actions, or Everyone’s Actions, by selecting a view option from the left column menu, highlighted in blue.
  • Filter the list to view ‘incomplete‘, ‘complete‘, or ‘all‘ actions by selecting the filter from the drop down menu highlighted in purple.
  • Clicking on a specific action will lead to a page detailing task description, priority level, status, due date, contact info, and other such pertinent data. If you are viewing a completed action, you may also uncomplete it by clicking the uncomplete button near the bottom of the detail view.
  • A fast and simple overview of actions can be seen in the ‘my actions’ widget, located in the right hand column of each module, highlighted in the red box.
Overdue and Incomplete Actions
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  • When a task is overdue, it automatically will be categorized under ‘today’s action’. When a task is incomplete or its deadline has not yet approached, it will remain in either ‘today’s actions’ or ‘all my actions’.
  • To complete a task click ‘complete,’ highlighted in the blue box, and it will be recategorized to reflect its new status. Alternatively, click ‘complete + new action,’ highlighted in orange, to immediately create another new task at the time of task completion.
  • Additional comments can be added in completion notes.
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Create Action

  • From this screen you can schedule new tasks. Enter an action name and a detailed description, set the due date, create a department association type, assign the task to an associate and set its priority. Make the directive public or private.
  • Set a reminder for the action. Set the time of the alert and indicate who should receive it. This is highlighted in green.
  • Also available is the option to backdate the creation of the event, in cases where the date the event was assigned happens to not be the date the event was created within X2CRM. This is highlighted in the blue box.



Calendar


Calendar provides a simple overview of actions and events that you or members of your team have created.
X2 Calendar
View Calendar

  • Access the Calendar module from the top menu bar in X2CRM, highlighted in green.
  • Choose to view monthly, weekly, or daily calendar, highlighted in yellow in the top right corner.
  • On the left hand column, highlighted in orange, check the boxes of those users whose calendars you would like to receive event notifications from. Check multiple boxes to view multiple users’ calendar Actions/Events.
  • You can set your calendar events to public or private. Colleagues will only be able to see public events. Set the public visibility of an event by clicking on it, or at the point of creating new actions and events in the New Event Publisher, highlighted in purple. Additionally, customize the event’s date, priority, who it is assigned to, and more.
  • In addition to setting general public visibility for your events, you can also use the My Calendar Permissions option to explicitly stipulate which individuals can and cannot view your calendar. You can also allow specific users to edit your calendar events if you wish. If you’re an administrator, you can do this for all users, via User Calendar Permissions.
X2 calendar modification
Manage Calendar

  • Click any date and an action creator dialog box will pop up, allowing you to quickly add a new event.
  • Once an Action/Event is created, it will be displayed in the calendar, highlighted by the red box. To change the date of the event click on it and the action overview dialog box will pop up once again, highlighted in green. Or simply drag and drop the content to to the desired new date.


Docs


Create and share email templates, standardize quotes, upload preexisting or manifest new documents in a rich text editor. You can find a video about Docs here, in our Video Tutorial Library.
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List Docs

  • This screen contains a list of the current documents both created within X2CRM as well as those uploaded to X2CRM. The list view displays the document name, the creator of the document, the date it was last updated, and other pertinent information.
  • To upload a new doc, click “browse” and navigate your file folders to select the document you’d like to upload. Most every file type is permissible (other than executables). Then click submit. These options are highlighted in the green box near the bottom of the page.
  • From the left column menu you can elect to Create a new Doc, Email, or Sales Quote. This is highlighted in the red box.
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Create a New Doc

  • Users are able to edit text font size, set alignment, insert links, and modify other such formatting and aesthetic options within the rich text editor.
  • Set the visibility for the document: public or private
  • Select which colleagues have access to and the ability to edit the document. To select multiple colleagues, hold down the “control” key while you click.
  • Once ready, click create to complete the creation of your document, highlighted in the red circle.


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Create an Email Template

  • Select the Create Email option from the left hand column menu, highlighted in red.
  • Enter the name of the particular template. Enter the email subject to be sent to the contact list.
  • Users are able to edit text font size, set alignment, insert links, and modify other such formatting and aesthetic options within the rich text editor.
  • Options to create links or images in the doc are also located in the text editor menu bar.
  • Dynamic variables are available for use, such as {firstName}, {lastName}, or {phone}. If these variables are inserted in the email template, they will automatically be filled in based on the addressee’s contact information.
  • Once you’ve completed your template, click create – highlighted in the green circle.
  • Create Quote brings up a similar screen as Create Email. Consequently the creation process is also similar.


Reports


The reports module allows you to easily sort and display data in X2CRM as a chart or specialized grid. You can find a video on reporting and charting in our Video Tutorial Library, located here.

Introduction

Upon entering the reports module, there is a grid view displaying all the reports you have saved. To create a new report, click on one of the report types in the action menu on the left.
There are 3 types of reports in X2CRM that will organize your data differently:

  • Grid
  • Rows and Columns
  • Summation

While the creation form of different reports varies, they do share common functionality:

  • Primary Model: This is the model you will be searching through, such as Contacts or Accounts
  • Any Filters: Click and select a field to filter by. Records that pass any one of these filters will be included in the report
  • All Filters: Click and select a field to filter by. Records must pass all of these filters to be included in the report
  • Order: Click and select a field to order the results by.

Grid Report

The Grid Report organizes data by grouping it based on two fields of the model.

  • Column Field: The field you choose here will become the column headers of the report. Try to select a field with a limited amount of values (Such as a dropdown field).
  • Row Field: The field you choose here will become the row headers. It should be the field with more possible values than the column field (pagination will help you sort through all the values).
  • Cell Data: This is what each cell of the grid will display. ‘Count’ will simply display how many records match the column and row value for that cell. If an aggregate value is selected such as ‘Deal Value,’ It will either sum, average or find the max/min of those values.
Example

Lets say that we want to create a report showing the total deal value in different states. More, lets say we only are concerned with the contacts in three states, CA, NV, and AZ. Once we have that, we want see how much of the deal value is assigned to different users.

  1. Select ‘Contacts’ for Primary Model Type
  2. Click on the any filters box Add conditions that limits the state of records to CA, NV, AZ
  3. Select ‘State’ for Rowe Field
  4. Select ‘Assigned’ To for Column Field
  5. Select ‘Sum’ for Cell Data Type
  6. Select ‘Deal Value’ for Cell Data Field
  7. Click Generate

The resulting grid is showing us how much deal value is in each state. See how to chart this data here: charting example

Rows and Columns Report

The Rows and Column Report will let the user generate a list of records, based on criteria. It is essentially a glorified grid view.

  • Columns: The fields chosen here will appear as the various columns of the report, in the order you choose. It contains all of the fields of the record as well as all of the fields of related records.
Example

Lets say that we want to create a report to show incoming contacts.

  1. Select ‘Contacts’ for Primary Model Type
  2. Add a condition ‘Deal value Greater than 5000’
  3. Add columns: ‘Name, Lead Source, Deal Value, Phone, Account, etc.
  4. Click the Order by box and select order by ‘Create Date descending’
  5. Click Generate

The resulting grid shows a list of new contacts and all their info. This report is particularly useful to chart to monitor activity: charting example.

Summation Report

The Summation Report will let you group data, and generate drilldown lists for those groups.

  • Groups: Select fields you want to group by. For example if you choose ‘State, Assigned To, Deal Status’ you will recieve rows covering all the different combinations of those three fields (only when that combination non-empty).
  • Aggregate Columns: Different aggregate forms of numeric fields of the model.
  • Drill Down: Summation reports let the user create inline reports showing the records in a group. These drill down reports are identical to a rows and columns report.
Example

Lets say that we want to create a report that will let us identify the largest sources of leads coming in.

  1. Select ‘Contacts’ for Primary Model Type
  2. Add ‘State,’ ‘City,’ ‘Lead Source’ to groups
  3. Add ‘Deal Value’ to aggregate values and select Sum
  4. Format the drill down records perhaps as ‘Name,’ ‘Assigned To,’ ‘Deal Value’
  5. Click Generate

The resulting grid is showing us how much deal value is in each City, sorted by lead source and location. Click on the plus icon on a row to display the drill down report. See how to chart this data here: charting example



Charts


Charts are an excellent way to visualize the data you have generated with a report. You can find a video on reporting and charting in our Video Tutorial Library, located here.

Introduction

All charts use a report as the provider of the data. Once you have saved a report, a charting dashboard will appear the report page. All charts created from a report will show up on this dashboard. This dashboard is public to all users, but you can add clones of charts to your profile page or a personal charts only dashboard. To create a chart:

  • Click on ‘Create Chart’ to bring up the chart creator dialog
  • You will then be asked to select columns from the report grid
  • Click on one of the blue fields, then click on a report column
  • Once you have selected the fields you want, click submit and a chart will appear in the dashboard area
  • You can then futher alter the appearance of the chart by clicking on the gear icon.

Each report has different charts that work with that type of report.

Grid Chart Example

Lets create a chart using the report described in the grid report example.

  • Click on ‘Create Chart’ to bring up the chart creator dialog
  • There are no options to configure for this chart; click submit to create
  • Filter out specific groups by clicking on legend Items.
  • Further display options are in the config menu

Rows and Columns Chart Example

The Rows and columns report has a very powerful Activity Chart. This chart acts as a histogram, sorting dates. It can show for example web site visits over time, or deal value coming in over time. Lets create a chart using the report in the rows and columns report example.

  • Click ‘Create Chart’ to open the dialog.
  • Click on the field for ‘Dates’ and click on the ‘Create Date’ column
  • Click on the field for ‘Groups’ and click on ‘Lead Source’ column
  • Click ‘submit’
  • You can further modify the chart by clicking on the gear icon. With the filter menu, you can select how the times are bucketed and filtered. Selecting ‘day’ ‘trailing’ ‘month,’ for example will make each data point represent a day, and will show all the data over the last 30 days.
  • By clicking on the gauge icon, you can view how the most recent point is compared to your average. The number on the right of the gauge is twice the average over the span of the chart. For example, the gauge will show ‘new contacts today compared to the last 30 days’, using the filter settings described in the last point.
  • Click on a point to drill down into it, displaying the records that comprise that point. If multiple points are stacked, multiple tabs will appear.

Summation Chart Example

The Summation report has two types of charts: Bar and Scatter plot. The bar chart will have categories on it’s X-axis and values on it’s Y-axis, whereas a scatter plot will have values on both axes. Lets create a bar chart from the summation report example.

  • Click ‘Create Chart’ to open the dialog.
  • Click on the field for ‘Names’ and click on the ‘Lead Source’ column
  • Click on the field for ‘Values’ and click on the ‘Deal Value’ column
  • Click on the field for ‘Groups’ and click on the ‘State’ column
  • Click ‘submit’
  • The resulting chart has the same configuration options as the grid report bar chart.
  • You can click on a data point or bar to display the drill down records for that point


Media


You may need to share and exchange files with your team members from time to time. Whether it is a photo of the latest version of your product or a visual update of the latest from an on location work site, media allows you to share information and files with your team. Photos are by no means the only media type you can upload. You can share documents, mp3s, and much more.
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All Media

  • The All Media screen displays your file library. It contains information about the media including who uploaded the content, its associations, creation date, and more.
  • You can add further sortable information fields to the list by adding columns via the column button, highlighted in the green box.
  • Upload new content by clicking the upload option, highlighted in the red box found in the left hand column menu.
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Upload

  • Select a file. The maximum file size is 8MB, which is typically more than enough for most photos and average sound files.
  • Most file types are permissible for upload but some are forbidden. These are mostly executable file types. The full list of forbidden extensions is found in the green box.
  • Create associations for the media. Link an opportunity, contact, or account. You may also list the media as a background (which you can change in your settings). This option is highlighted in the red box.
  • Add a description of the media and set its permissions (i.e. public or private). If you mark it as private, only you can see it. Otherwise it is publicly viewable.
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Media Detail View

  • When you create a new file or click on an existing file from the all media overview page, you arrive at the detail View page for that media.
  • You can Update information about or Delete the media you currently viewing by selecting those options, highlighted in green, from the left hand column menu.
  • You can view and add to the action history of the media from the widget highlighted in the red box. Log calls, create associated actions, or add comments. The actions appear in the area below that text area in the widget.
  • If you are the owner of the media you can update its privacy settings by ticking or unticking the privacy box, highlighted in the purple circle.
  • To acquire the media you can download the file with the download button, or you can add the media to your Google drive, also highlighted in the purple circle. Google drive integration can be completed in the admin tab. Information about Google drive integration can be found in our X2CRM Wiki.


The Files Widget
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  • When you upload media and specify “None” for the association type, it will appear on the Files Widget, highlighted in red to the right. This is a helpful and customizable little panel in the right hand column of your X2CRM window. This widget is populated with the uploaded media in X2CRM, organized by the uploading user.
  • The widget is even more helpful in the sense that it allows you to drag and drop media where appropriate. For example, if you are drafting a new marketing campaign and you want to include some photos, drag and drop them into the body of the email itself. From there you can resize and align the photo as you would in any email editor. For some browsers, you may need to double click the photo to edit it. You can also attach files by dragging them into the attachments box, highlighted in green.


Products


These are the items you are selling. You can use them from within the quotes module to indicate the cost of a deal. Only Administrators are able to create new products.
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Create Product

  • To Create a product, simply select create from the left hand column menu.
  • Enter product information, including name, type, cost per unit, inventory, status, and a product description

View Product

  • Once admins have created new products users are able to View the new products in detail but cannot Delete or Update i.e. edit them without the authorization of the admins.
  • Product List displays a list of all current products. Click a specific product to view its detail page.
  • Upload associated images to the product page from the new image gallery, highlighted in green. You can also attach other files (as well as images, actually) from the file widget highlighted in blue.
  • Users can use the publisher to log a call associated with the product, schedule a new action, or add a comment for viewers of the product detail page to see. This can be done from the action widget highlighted in red.
  • The new Action History chart displays a timeline of associated events. When you create a new product, this chart will be empty, to start with.


Quotes


Administrators must create new Products before users can utilize them when creating Quotes.
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Create Quote

  • Quotes and Invoice Lists display an index of current and past quotes and invoices.
  • Select Create from the left hand column menu, highlighted in orange, and fill in the appropriate fields.
  • Enter integers for “Probability” (ex. 70 = 70%).
  • Users can include preexisting products in their quotes. Select the product from the drop down menu under “line item”, highlighted in the teal circle.
  • Enter integers for “Adjustment” (Ex. -50= reduce $50, or 10%= increase 10% from original price). This is highlighted in the brown box.
  • Add a comment if you like. Then, finalize by clicking create.
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Quote Detail View

  • Click on any quote to View its detail page. Select from the options in the left hand column menu, highlighted in the orange box, to View and manage (i.e. Update/Delete, Attach Media to) quotes. Additionally you can Email the quote to an associate (or to anyone, really I suppose).
  • Select Print Quote to get a printer friendly version of the product account totals.
  • Quotes are also displayed in the associated contact’s page. Click on the contact’s name (e.g. “Buffy Powell,” highlighted in the purple box) to directly link to the contact’s page where the workflow module will be available to view.
  • The quote detail view contains information about the quote itself as well as the deal. Basic info displays quote name and ID. The Sales window contains the associated contact, the assigned sales rep, the customer’s account, and deal probability. Dates shown create and close dates, as well as the time of most recent activity.
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Quotes via Contacts

  • If you’ve clicked on the associated contact’s name from within the quote page, you will see the quotes module. Additionally if you’re already on a contact’s page, you can select ‘quotes/invoices’ from the left hand column menu, highlighted in red.
  • The quotes module, highlighted here in green, contains options to create new quotes, highlighted in the blue box, or to manage existing quotes, highlighted in the orange box.


Groups


Your X2CRM users can be organized in groups. Groups are useful for a number of purposes. In some ways they operate like a type of list, allowing you to quickly assign a new sales lead to a group of sales reps for example. Groups is a classification system which makes it easier for your team to handle business.
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Groups list and Create Group

  • You may want numerous types of groups for your team members. For instance, you might want to be able to group your sales reps, customer service staff, or accountants. Or perhaps you want to create some heretofore undiscovered group type. Luckily creating a new group in X2CRM is quite easy. Simply enter a group name and populate the list with team members. You can click the + / – icons or simply drag and drop the appropriate users. You can also update this list later via the group detail view page.


Bug Reports


X2CRM has its own bug submission option where you can report X2CRM bugs to us should they arise (something we appreciate our users doing). The bug reports module on the other hand is for internal usage within your company. X2CRM offers the bug reports module as a base for you and your IT team to integrate it into your system should you need it.
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Create Bug Report

  • Bug Report List displays a list of all bug reports.
  • The Create Bug Report option allows you to enter a information about a new bug into the system.
  • There are fields for bug status and type, code environment, severity, and bug description.
  • Set the visibility and whether it is a duplicate of a preexisting bug.


Administration

The admin interface provides both administrators and developers alike with a wide range of tools, services, and documentation resources to manage and extend X2CRM. This module requires administrative level clearance in order to access it. The Admin module contains a considerable amount of utility; This guide is broken down into further sections.



Support


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  • X2CRM links you to our main website, X2CRM.com. Tutorial Videos contains video walkthroughs of some highlighted X2CRM features.
  • Phone Support is available M – F, 9a – 3p pacific time. X2Community links you to our support forums, X2Community.com.
  • Yii Framework links you to technical information about the open source php framework X2CRM is built on. System Diagram is a schematic blueprint of the features of X2CRM, displayed here. Pretty neat.
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User Management

  • Here you can Create, Invite, and Manage Users. These are the members of your company, e.g. your sales and marketing teams. Administrators have an overview of their users and the ability to oversee user accounts, including viewing a complete action history, updating contact information, and resetting passwords.
  • For a video on creating users, click here.
  • Manage Roles allows you to create and supervise the types of roles you want to classify your staff as, e.g. sales reps, executives, or customer service agents. Then, once the roles are created, use Edit Access Rules to delineate the permissions for those roles. Detailed and nuanced descriptions of each type of access can be found by clicking the show info button, highlighted in the red box to the right.
  • For a video on managing users, click here.
  • The Groups link takes you to the Groups tab of the the main X2CRM page. You can set which users of your X2CRM system fall into which role type.
  • Manage Sessions allows you to see which users are actively on your CRM system at the time. You can toggle whether they will be visible to other users on your X2CRM, or if for some reason you need to end their session, you can do that here.

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Web Lead Capture and Opportunity Workflows

  • The Web Lead Form and Web Tracker Setup links take you to those respective modules within the marketing tab.
  • The Set Lead Distribution option allows you to manage the lead filtering system. Select a lead distribution method from the drop down menu highlighted in the green box. The Online Only setting allows you to specify whether a user needs to currently be online or not in order to be sent a lead.
  • There are multiple models for distributing new leads. Descriptions for these models are found in the area highlighted by the orange box.
  • Free for all assigns the lead to ‘anyone’, meaning any member of your sales team can claim the lead. Round Robin cycles through a list of your sales staff until everyone has at least one lead. Then it cycles through the list again. Single user sends all leads to one member of your sales team. This is good for small sales teams.
  • You may also set custom criteria for lead routing. Select Custom Round Robin and use Add Custom Lead Rules to specify your own rules for lead filtering:
  • For a video on custom lead routing, click here.
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Add Custom Lead Rules

  • As indicated by the text highlighted in the blue box, this option is specific to the custom round robin setting.
  • View a list of your current custom lead routing methods in the area highlighted by the orange box. It displays the criteria, the user, and the option to delete. It also displays its priority. If ever two lead routing rules conflict with each other, the one with the most prominent priority will be followed.
  • For example, in this screen, the lead routing rule with priority 6 sends leads from California to Kevin Xu. However, the rule with priority 7 sends leads from California to Nick Cordova. The lead with priority 6 takes precedence over the lead with priority 7. Thus, Kevin Xu will be receiving those leads.
  • Speaking of criteria, set a new rule with the conditions menu highlighted in the red box. click the [Add] option to set multiple criteria.
  • Select the users to send the lead to in the the menu highlighted in the green box. To select multiple users hold down the control key as you click. You may also tick the Group option to instead select groups instead of users.
  • Set the priority for your new rule and then create.

Workflow Settings


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  • Manage Workflows takes you to the workflow module within the main X2CRM system. Workflow Settings however takes you to a screen that sets the permissions for modifying workflows within a certain time frame.
  • The Workflow Backdate Window, highlighted in red, is the amount of time after the creation of a workflow that users have to backdate the workflow. Backdating is creating and completing workflow stages on dates that are earlier than the current one.
  • The Workflow Backdate Range, highlighted in green, is the range of time that users are able to backdate workflows within. This screen shows a workflow backdate range of one year. Therefore, a user can go to a workflow and create or complete a stage up to one year prior to the time that they are editing it. See the contact workflow section for more information on completing workflows.
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Manage Notification Criteria

  • The Manage Notification Criteria option will bring you to a system that creates filters for notifications. Here you can set triggers for notifying your users of certain events.
  • The model type that you select will choose the module that supplies the data for the trigger events. Choose a field from within the model from the drop down menu highlighted in the blue box.
  • The comparison operator and model value fields allow you to choose how you want to evaluate the data in that field.
  • Choose the users to notify from the drop down menu highlighted in green.
  • Select the notification type. You can create an action for the user, change the assignment of the record to the specified user, or simply send them a basic notification within X2CRM.
  • View already created event filters in the area highlighted in the orange box. The notification criteria highlighted here contain rules that feature the three different types of notifications.
  • This sort of notification filter can be done easily in this module but can also be handled by X2Flow, with even more customizability.
Set Service Routing Options
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  • The Service Case Web Form takes you to the create web form option in the service tab of X2CRM.
  • The Set Service Case Distribution option, like Set Lead Distribution before it, allows you to specify how new service cases will be distributed amongst your service reps.
  • The distribution types are described in the area highlighted in blue. The online only option limits the distribution to those users who are currently online.
  • Select the distribution type and set online only status from the menus highlighted in green. Then save.
  • The X2Flow option takes you to the X2Flow module.


System Settings


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General Settings

  • The General Settings screen contains a lot of parametrical settings. The first two options are both sliding scales, highlighted in the red box.
  • Notification Poll Time is a measure of how often your server requests notification updates. The more frequent the requests, the more instant your notifications. Just make sure you’re happy with the balance of instant gratification to request amounts.
  • The Session Timeout setting places a limit on the amount of time a user can be inactive on X2CRM before they are automatically logged out. In this case, whenever a user is inactive for 42 minutes or more, they will be logged out and need to log back in once more upon their return. This is a good way to mitigate the security concern of leaving your data up and running on an unattended computer, but if the timeout limit is set too low t’s also a good way to slightly annoy your users. Find a balance that’s right for you.
  • Tick the Log User Sessions box to keep a record of your users’ time and activity on X2CRM.
  • Enable Strict Lock on Quotes completely disables locked quotes from being edited. While this setting is off, there will be a confirmation dialogue before editing a locked quote.
  • Allow Users to Backdate Actions enables backdating. Backdating allows any user to change the automatically set date fields (e.g. create date). That is, users can create and complete actions, workflow stages, and other events on dates that are earlier than the current one. This is useful if your sales staff want to log multiple stages of an already completed deal all at the same time. While this setting is off, only those with Admin access to the Actions module will be allowed to backdate actions. Set Access rules in the user management tab under administration.
  • Changing the Action History Privacy limits which users can see which actions. Default will allow users to see actions which are public and/or assigned to them. User Only will only allow users to see actions assigned to them, Group only will allow users to see actions assigned to members of their groups.
  • You may also enter a corporate address for your business (e.g. 123 Fake street, Springfield, USA).
  • The proper case names setting will attempt to Capitalize contact names if they are not already capitalized (e.g. “leonardo da vinci” will become “Leonardo Da Vinci”). Here you may also set your default currency.
  • Use Google Analytics with X2CRM. Enter property IDs to enable Google Analytics tracking in the area highlighted in green. The public ID will be used on publicly-accessible web lead and service case forms. The internal one will be used within X2CRM, for tracking the activity of authenticated users.
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Updater Settings

  • This screencontains the information fields necessary for you to receive updates from X2CRM. Place your product key and contact information in the fields. This allows us to confirm your product status and send you the latest software updates of our consistent and fairly frequent version releases.
  • The orange box highlights some additional further contact options. Here you can sign up for our X2CRM newsletter or request a follow up contact with us.
  • The other information contains additional contact and business information. This data helps us to understand our customer base and offer improved, targeted future additions to X2CRM. We appreciate your helping us to improve X2CRM.
  • Finally, set the interval for checking for updates, highlighted in blue.


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Manage Menu Items

  • This option allows you to remove and rearrange menu items along the ubiquitous top bar menu in X2CRM, highlighted by a yellow box.
  • Drag and drop to rearrange the order of the menu items in the menu highlighted by the orange box. To remove a menu item drag it to the menu highlighted by the green box on the right. Inversely, drag a removed menu item from the green box to the orange in order to add it back to your top menu.
  • Alternatively you can use the + / – icons on the right hand side of each item.

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Create a Static Page

  • In addition to removing and rearranging the default X2CRM menu items, why not create and add your own? It wouldn’t be X2 if it wasn’t extremely customizable.
  • Creating a static page is essentially creating a doc. In fact, that’s where you can find the page once you’re done creating it. However, it’s a doc that can become a main tab in your X2CRM.
  • Enter a name and set the public visibility, shown in green. This stipulates whether only you or everyone can see the page. Edit the permissions in the menu shown in orange. These are the people that can edit the doc. To select multiple users hold down the control key as you click.
  • Use the rich text editor to create the content of the page. You can make this something current and constantly updated, like a work list, or static and unchanging like a company policy decision chart or some such thing. This example uses a pastry of the month page, which is slightly delightful.
  • As mentioned before, once the page is created you can find and edit it in docs. You can also now edit the top menu to display this page, like so.
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Google Integration

  • Google integration allows you to log in with your Google credentials, sync your X2CRM calendar events to your Google calendar, and access files from your Google drive.
  • Enter your Google credential information in the fields highlighted in the green box. You can grab these keys from your Google console. For more information about Google integration and how it can be configured, visit our X2CRM Wiki.
  • You must tick the Activate Google Integration option for X2CRM to integrate Google data and vice versa. This box must be checked in order for Google integration to be active…
  • X2CRM will provide you with the links that need to be added to your Google app’s authorized redirect URIs as well as its authorized Javascript origins. These links will be found in the fields highlighted in orange. Again, for more technical information regarding Google integration, check our X2CRM Wiki.

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Upload Your Logo

  • You may upload a personalized company logo if you so desire. Browse your file folders and select an image. It will be set to 30 pixels tall. After upload, it will appear in the top left corner.
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Toggle Default Logo

  • Returns the familiar X2CRM CRM logo to your menu.

Update X2CRM

  • Checks whether your X2CRM system is up to date. We release updates and improved versions fairly frequently, so this may be a useful page for you. If an update is available, you will be walked through the steps to acquire it.
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Activity Feed Settings

  • This setting affects how long posts last on your Activity Feed before they are automatically removed from it. This process does not delete the record of events, it simply unclutters your feed and keeps the post count manageable for you.
  • Set the amount of time an event will last in your feed before it is removed from the dropdown menu highlighted in red. You may also set this to ‘do not delete’ if you so choose.
  • Set which types of events this rule will apply to. Check off items from the list highlighted in green. Note that only events in your activity feed will be deleted and not the records themselves – except in the case of Social Posts, which are themselves events.


Email Configuration


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Email configuration is a somewhat technical affair. It requires knowledge about transfer protocols, servers, and ports. As such a more technical breakdown of all the terms and settings is available on the X2CRM wiki. This reference guide contains a less technically detailed manual / overview.
  • Outbound Email Server: There are two options for sending methods: Sendmail and SMTP. Sendmail requires no additional set up. The SMTP option requires that you specify a hostname, port, security protocol, and an authentication.
  • Bulk Email Settings: The ‘send as’ option brings up a drop down menu allowing you to set the default sending address for bulk email. The ability to connect an external mail service like Gmail or Yahoo mail is available under manage apps within the profile menu (you can find a video on how to do this in our Video Tutorial Library, located here). Set details like sender name and the default batch email sending address. Place a soft limit on amount of bulk emails sent within a interval. Finally, decide what the bulk email signature will be.
  • Notification Email Settings: This is a parameter for email announcements and notifications within X2CRM. Sometimes a user is sent an email notification of an event, e.g. a high profile web lead currently viewing your pricing page. Here you can stipulate what the email address will be that sends them that notification.
  • Service Case Email Settings: When a client submits a service case request, they are automatically sent a response email. Here you can specify all sorts of details about what and who from that message will be.
  • Web Lead Response Email Settings: When a new web lead comes in, they can be automatically tagged and added to a newsletter list for instance, and they can also immediately be sent a follow up email. Set the default sender address for web lead responses and select an email template (which you can create in Docs).
Create Email Campaign

  • This will take you to the Create Campaign screen within the Marketing module.
Manage Campaigns

  • This simply takes you to the All Campaigns screen within the Marketing module.
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Email Capture
The email capture system is a technical feature made available for the more IT inclined. It provides the means for X2CRM to send email, natively, within the web application. When X2CRM receives mail it can automatically associate and log the message on the appropriate contact’s record. For a more specific and technical breakdown on the features and setup for this component, it’s highly recommended that you view the Email Configuration page on the X2CRM wiki.
  • The Email Capture settings, highlighted in the red box, break down as follows:
  • Email Capture Address is the address to set as the sender when dispatching error notification emails. By default, if left blank, the email dropbox will use the first addresses in the To: or CC: field that contains “dropbox@”.
  • The Create Contacts from Emails setting, if disabled, will cause the dropbox to ignore any emails that are to or from addresses not matching any contacts in X2CRM. If enabled, new contacts will be created automatically using name info contained in the email.
  • Subsequently, the setting for Creating Contacts When First and Last Name are Missing, if enabled, will cause the email dropbox to create a new contact record associated with a new unique email address even if the first and last name cannot be found in the email. If disabled, it ignores all email that does not contain contacts’ first and last names. This setting has no effect if “Create contacts from emails” is disabled.
  • Zap Line Breaks, if enabled, will cause the mail parser (when extracting the body of an email) to attempt to clear the text of artificial line breaks induced by RFC email format specifications (which limit lines to 78 characters). If disabled, the email parser will not do this.
  • Finally, Enable Logging, if enabled, will cause the email dropbox to record email capture events in a log file in protected/runtime. This option is useful for troubleshooting but will take up some extra disk space on a system that captures a high volume of emails.



Utilities


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Import and Export Contacts

  • These options take you to the Import/Export Contacts menu in the Contacts module
  • Please have a look at our wiki page on importing contacts to see technical specifics about importing from .csv format.
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Export and Import All Data

  • Export converts every bit of data in your X2CRM system into a single .csv file. You can consider this as a type of backup if you like, but it’s also useful for easily importing data into another X2CRM installation, say on your home computer.
  • Please have a look at our wiki page on importing to see technical specifics about importing from .csv format.
  • The modules you can export data from are filterable. Check off the models you want to export the record data from in the list highlighted by the green box.
  • Once you have an X2CRM data .csv file, you can import it to another (or the same, even. Who’s stopping you?) X2CRM installation.
  • The import option asks you if you want to overwrite any existing data or if you want to leave any existing data alone and simply add the import on top of that data.
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Rollback Import

  • If you wish to undo an import, you can do so to some degree. With the import manager you can view the date and time an import took place (highlighted in orange) for easy sorting. See the amount of updated records, shown in the column highlighted in blue. When you find the import you want to undo, select the appropriate rollback button, found in the column highlighted in green.
  • The rollback option deletes the records of a particular import. It does not undo any overwriting that import may have done. So, if you unintentionally selected ‘overwrite data’ upon import, you unfortunately cannot reverse that deletion. This is why it is advisable to be cautious when overwriting and importing data, as well as to keep good backups. But then, you probably already knew that.

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View User Changelog

  • With this utility you’re able to see an overview of all changes made to the data within X2CRM. View a log of which records have been updated, deleted, or created.
  • The columns are all searchable. The blank white cells below each column heading, highlighted in blue, are text fields. Enter some text in the box and X2CRM will display a list of all records matching that field.
  • If the record is viewable, an option linking you to the record will appear in the first column, highlighted in orange.

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X2Translations

  • X2CRM is truly a global brand. With installations in over 140 nations across the planet Earth, we are currently up to 15 languages and amassing more.
  • Some of our international and multilingual users have graciously assisted us by submitting their own language packs. We appreciate these users’ efforts and welcome others to do so as well. If you’re interested in submitting a new language pack or improving an existing one, view the Creating a Language Pack thread on our support forum, X2Community.com.
  • The X2Translations option in the admin panel contains a matrix of all text fields in the software. Click one of the modules.php from the ‘file’ panel on the left. In the center of the screen a list of ‘Messages’ will appear. These are the elements that get translated. By clicking the grey ‘All’ text next to the text in the ‘Message’ column, X2 will display all current translations of the text. Click on the grey language code next to the translation to open up a google translate window with the suggested translation. The icons highlighted in the orange box do the following:
  • [+] adds an entry below the entry you click this on. By doing this you can create a new text entry in the ‘message’ column. You can then add translations for it.
  • [-] deletes the entry you clicked the icon on. A confirmation window will appear.
  • [/*] adds a comment below the entry you click the icon on. It will not be translated and is for the viewer’s eyes only, not the machine.


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Tag Manager

  • The Tag Manager might more aptly be called the tag deleter. Here you can see an overview of all tags currently used within your X2CRM system.
  • The manager gives you the ability to delete individual or all tags. Individual tags can be deleted by pressing the delete button in the far right column. You may delete all tags via the ominous Delete All button highlighted in the orange box near the bottom of the page.
  • Tags can be created at any time on a contact’s page by double clicking inside the tag field.

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User View History

  • This screen provides a log of the record pages your users have visited in X2CRM. It displays pertinent information like the activity’s timestamp, the record type, a link to the record page, and who was active on that page.
  • The column titles, highlighted in the pink box, are all sortable. Click on the grey column title to filter and sort by that criteria.
  • Use the Clear View History button, highlighted in the green circle, to erase the record of user activity.
  • Individual activity instances are not deletable. It’s all or nothing.


X2Studio


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The X2Studio takes customization in X2CRM to the nth degree. The X2Studio allows you to create new modules and edit existing ones. You can manage the content fields in each module. You can edit forms and layouts. In the X2Studio, you are crafting your X2CRM system to your own personal specifications.
Create a Module

  • On this screen you may create a new module. These are things like your Actions tab along the top bar menu, your Contacts, Marketing, Opportunities et cetera.
  • Enter the naming information for the module in the name fields highlighted by the blue box. The standard module name is required. You can optionally set what a new instance in the module is called (e.g. create a new X, where X is the instance within the module), and what its database name will be.
  • There are a few dropdown menu settings highlighted in the red box. Set its searchability, editablity, and visibility.

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Manage Fields

  • For a video on customizing data fields in X2CRM, click here.
  • If you’ve created a new module, it – along with all standard and otherwise preexisting modules – will be available to edit within the Manage Fields option.
  • There are three options for updating module fields, highlighted in the orange box.
  • To add a new field to a module, click ‘add field‘. This option is shown in the screenshot to the right. Within the add a custom field option you must select the module you want to update. As shown in the area highlighted by the green box, you are required to add a name for the new field. The field name must not contain spaces. This is because what goes into the field name will ultimately become the name used in the dynamic variable that references the field (i.e. the name between the curly braces in e.g. {firstName}). Whenever you create a custom field name, it gets stored in X2CRM with a prefix, “C_”, which represents “custom”. Thus, if you create a custom field name for your ice cream module called “iceCreamFlavor”, its dynamic variable will be “{C_iceCreamFlavor}”.
  • The label that users will see is the ‘Attribute Label’, also required. Select the data type for this attribute. Check off some further options, highlighted in blue. Choose whether this field will be required when creating a new instance of this module type, whether it must be unique (i.e. the attribute can’t match any others – useful for serial numbers or other ID), and whether it will return results in a search.
  • The Remove Field option, the second of the three options in the orange box, allows you to delete created fields. All data in that field will be lost if you delete a field. Customize Field allows you to update parameters for all modules, not just ones you’ve created. So, if you want to make last names unrequired in X2CRM, you can edit the last names field in the contacts module and uncheck the ‘required’ box. Simples.

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Dropdown Editor

  • See a list of all current dropdown menus in X2CRM, shown in the area highlighted in the blue box. The dropdown name is paired with the content items in the list.
  • There are three options for managing dropdown menus, highlighted in the orange box. The first allows you to create a new dropdown menu. The second allows you to delete a created menu (and only created menus, not ones that are standard to X2CRM).
  • The third option allows you to edit an existing dropdown menu, standard or created. Select the name of the menu you wish to edit from the menu highlighted in the green box. You can edit the items in the list. Reorder items by movoing them up and down the list with the [Up] or [Down] options, highlighted in the red box. You may also choose [Del] to remove the item. Additonally you can create new list items by clicking [Add Option], located right above the Save button highlighted in pink near the bottom of the page.
  • Tick the ‘allow multiple values’ option to let users select more than one item from the list.

When you are satisfied with your dropdown menu, click the Save button highlighted in pink near the bottom of the page to finalize your changes.

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Form Editor

  • The red box highlights some of the settings needed to edit a form. Select the module you’d like to edit the forms of. Modules have differing forms depending on your view type. There are different forms for viewing an existing module entry and for creating a new entry.
  • There is an option to create a ‘New’ version from scratch. This will create a blank form, with all the available attribute fields in the righthand column labeled ‘field list’. Once created, the new form will appear in the Version dropdown menu. You can also make a ‘Copy’ of an existing form version, rename it, and then change it, so that you can create a new form without having to recreate every field row and column. You can also delete existing forms.
  • When editing a form you have the option to tick the ‘default’ check boxes. ‘Default View’ is your default review of a module form. ‘Default Form’ is your default editing view.
  • Click ‘add row’ or ‘add collapsible’ to create new areas in the form view. The row header contains the name of the row. For example, the row highlighted in blue is called ‘test field’. In the header you can use the [x] option to delete the row, rename it, and add or delete columns. You can of course drag and drop these fields to reorder them.
  • Additionally, you can drag attributes from the Field List, highlighted in green, and drop them in any area of the form. Use preview mode to see what your form will look like. If satisfied, click Save to finalize your changes.
Delete a Module or Page
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  • Does what it says on the box. Only admin-created pages and modules can be deleted. X2CRM standard modules cannot be deleted. They can, however, be edited and renamed.
Export/ Import a Module

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  • X2CRM allows you to export created modules as .zip files. To import, navigate to an X2CRM module zip file, select it, and import.

Rename a Module

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  • You can give created as well as standard modules new names in X2CRM. They will appear in your top bar menu with the updated name.


Users


Users are the members of your company; the people who will be using the X2CRM software with you. Users can be assigned different roles, groups, and granted different permissions within the system.
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Manage Users

  • The Social Feed is simply a link to your activity feed.
  • Manage Users is an overview of all your X2CRM users and members. Use the date filters, highlighted in the red box, to change the time frame of reference. This is mainly important for the records updated column, highlighted in blue, which will reflect the current time frame selection.
  • Each of the blank white cells below each column heading are searchable. Enter text in these boxes, highlighted in green, and hit the return key to search. All matching records will be displayed.The grey boxes are not searchable.
  • If you click on an existing username you will be taken to the user detail view.
  • Select Invite User to email an invitation to be added into the X2CRM user base, e.g. for new employees.
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Create User

  • For a video on creating users, click here.
  • Create User allows you to initialize a new user in the X2CRM system yourself. Clicking the option brings up a new user information form. Enter the required fields of name, username, and password, as well as title, contact information and background info. Additionally set their status as active or inactive.
  • All user information can be updated and altered after the user is created. However, usernames cannot be changed.
  • Assign the user to different groups and roles in the area highlighted by the blue box. Click the + / – icons or simply drag and drop the appropriate classes. You can assign any amount of groups and roles (which are editable in administration)
  • Click create to finalize the user.



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User Menu

Profile
Notifications
Preferences
Manage Apps
Icon Reference
Help
Report A Bug
Go Invisible
Logout


Profile
View Profile
Activity Feed
The activity feed widget is the social hub of your organization. The feed displays a list of all recent public actions – filterable, of course, in a number of ways. With the rich text editor you can post messages of varying sorts, along with files and photos, either to specific colleagues or groups of colleagues, and you can choose whether or not the message appears in the Activity Feed of other users by making the post public or private. Click on images to expand them.
  • The activity feed widget is highlighted in green in the image to the right.
  • You can filter whose event postings you see by ticking or unticking their names from the Relevant Users box, highlighted in red. You can set additional filters for events types, shown in blue just below “Relevant Users”
  • To set filters click ‘apply,’ highlighted in the yellow box. You can maintain these settings by ticking the ‘set default’ option.
  • You can also quickly just toggle the feed to only show your events by clicking “just me” or “my groups” from the options along the menu highlighted in the light blue box at the top of the green box. From that same menu you can Toggle Comments on or off, or automatically unexpand events with “minimize posts.”
  • Users can communicate through the social functionality of the activity feed found on each profile page. Enter any text or attach a file to a post, then choose the privacy setting. If the post is made “public” it will also appear in the activity feed of everyone. Other users within X2CRM will also be able to comment on it. If the post is made “private” it will only be viewable to the poster and the postee.

Basic Activity Feed Event Functions

  • The activity feed shows recent events. The events each have various options available below them.
  • Click on comments to expand the discussion section for the event. The Make Sticky option keeps the event pinned to the top of the activity feed, essentially making it the first event everyone sees in their activity feed.
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Make Important

  • The option to make a post important allows you to highlight it within the activity feed, making it stand out amongst other posts.
  • Clicking the option brings up a context menu asking you to color code the highlights you wish to make.
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Broadcast Event

  • The broadcast event option serves an ostensibly similar purpose to “Make Important”, but performs a different operation.
  • While the make important function highlights events within the activity feed itself, the broadcast event function sends a notification of the event directly to a selected group of users.
  • When you click on broadcast event, a context menu appears prompting you to select the recipients of the notification. Easily drag and drop users or groups into to selected users section (or alternatively use the + / – icons). Select whether you’d like to email or send an X2CRM notification to the users.
Profile widgets 02The newly designed profile page includes options to display widgets from many major X2CRM modules. These widgets are quick, easy, and helpful overviews of the more detailed information contained in each module.
Profile Widgets

  • Use the Add Profile Widget option, highlighted in the red box, to add profile widgets. You may drag and drop the widget boxes to rearrange them in your preferred manner. From that same menu, highlighted in red, you can use the pencil icon to update the information in your profile, or click minimize to conceal the information.
  • Hover over a widget’s title bar to display the triangle icon and the X icon, highlighted in green. The triangle allows you to minimize the widget, reducing it to only its title bar, while the X allows you to remove the widget from the page completely. To return it, simply use the Add Profile Widget, shown in red.
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  • Each widget has tools to customize and modify them. The document viewer, for instance, has a cog icon in its title bar. The doc viewer is highlighted in red in the image to the right. Click this cog to modify the widget’s settings. You can select the existing document you wish to view in the widget by typing its name. The field auto-completes and provides suggestions based on the title you start typing, so go ahead and start and the document you’re looking for should pop up automatically.
  • To select a profile picture, hover over the user icon in the profile widget and select “change avatar”. This will prompt you to select a photo for your user image.

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Notifications

  • The notification system in X2CRM places a blue number, highlighted in the red box, near the profile menu along the top bar. If you click this number, a small popup window displays your recent notifications, highlighted in the green box.
  • When a notification occurs, it is also posted to the activity feed, shown in the orange box.
  • Notifications are also listed in detail when you click Notifications from the user profile menu. View a list of notifications, a description of the notification event, as well as the date and time of its arrival.
  • Remove individual notifications by clicking the red X next to its entry, or remove every notification by clicking ‘clear all’ from the grey Notification title bar, shown in the green box to the right.

Preferences

Users can customize their personal settings and modify the look-and-feel of their X2CRM installation.

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  • Here, users can make a variety of customization changes including modifying their X2CRM language, personal start page, time zone, and theme settings.
  • Users can customize themes and appearance including color settings for backgrounds, menus, text, widgets, headers, and others.
  • A collection of attractive background images are available out-of-box or users can upload their own background images. Similarly, they can select or upload notification sounds as well. Choose to upload media, click “choose file,” set it as public or private, then submit. These options are highlighted in the red boxes.
  • If you’ve set a personal background you’ll want to be able to see it! X2CRM has a small circle icon that resides in the extreme lower right corner of your screen. If you click on it, it will hide your X2CRM windows (leaving behind the top menu) and show your background image in its full glory. To return to business, simply click the icon again and your screen will toggle back.


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Manage Apps

  • You can connect third party email services to X2CRM through Manage Apps. You can find a video on how to do this in our Video Tutorial Library, located here. The initial page contains an ‘add new’ button and a dropdown menu. The dropdown menu contains two options: email account or google email account. If you want to connect a Gmail address, it’s a simple matter of using your login credentials. If you want to use a non-google address there’s a bit more information to fill in.
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  • Within the ’email account’ option the first field is labeled “name”, highlighted in blue. This is what will appear in the “send as” dropdown menu when you want to send emails in X2CRM from that address, as with marketing campaigns or emailing contacts. Fill in the sender name and email address.
  • You might want to have a publicly shared address for accounts which multiple people need access to, for example promotions@scenario.com. The Private check box determines whether just you or anyone can use the account. Hover over the [?] icon for an explanation of this.
  • The Owner dropdown menu allows you to set who can use the email account. There are two options: “You,” belonging to you, a user with administrative access, and “System,” which means the account is available for usage by any user, but can only be viewed or edited by an admin.
  • The server name, port number, and security protocol are specified by the mail service. These are SMTP authentication settings, highlighted in yellow, and can usually be found by googling “email provider” + SMTP.
  • Set the account username if you wish and enter the password for the supplied address, highlighted in green.
  • Once you have some additional third party email accounts connected to X2CRM you can set them as defaults for various use cases either in the email settings configuration from the administration panel or from within the manage apps screen you’re currently viewing. These are just two ways to update the same settings.


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Icon Reference

  • This page contains an index of all icons in X2CRM and a description of their significance. Links are present where available.

Help
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  • The Help option from the profile menu brings you to the user reference guide. Welcome.

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Report a Bug

  • As opposed to the bug report module from the top bar menu, which is meant to serve as an internal module for your company, Report a Bug allows you to contact us at X2 and inform us of any issues you are having with the software, or even requests for features you’d like to see in a future release of X2CRM.
  • Enter your email address in the field highlighted in green to be kept abreast of news related to the bug. We will email you when the bug is resolved.
  • Enter a description of the problem. We recommend that when submitting the bug you include php info. Detailed server and PHP configuration information is very helpful for debugging purposes. However, it can contain sensitive information about your server’s configuration, and it is not required to be sent with the report. It is extremely useful for us during the process of debugging however, and therefore we do highly recommend it. To include this information, simply tick the check box highlighted in red.
  • Check out our support forums, X2Community.com, to view postings about past and current bugs.


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Go Invisible

  • Toggles whether you will be listed as logged on for other users of your X2CRM system to see.
  • When you go invisible, no one will be able to see that you are logged on and currently using X2CRM. The Active Users widget, highlighted in red, will not display your name amongst the roster of users currently on X2CRM.
  • After you have gone invisible, the profile menu will change and offer you the ability to go back to being visible, highlighted in green.


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Logout

  • Clicking this option ends your X2CRM session and returns you to the login screen.
  • Until the next time, arrivederci.