Limits, troubleshooting & FAQ
Limits and constraints
| Constraint | Detail |
|---|---|
| Country code | Stored as a 2-letter ISO code, not a country name |
| Rating | 1–5 |
| Probability | 0–100 on both leads and deals |
| Value | Cannot be negative |
| Closed stages | Not selectable when creating — a lead or deal must start in an open stage |
| Account gate on deals | When enabled, the contact must be an organization or belong to one; a loose person will be rejected |
| One conversion per lead | Converting is one-way; the lead is marked converted and cannot be converted again |
| Merging contacts | Keeps activity, deals, and notes from both sides — but it cannot be undone |
| Renewal permissions | Enforced with renewals:read and renewals:write |
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| A colleague sees more deals than you on the same forecast | Different data scope — one of you is on own, the other on team | Settings → Roles → Data scope. Neither total is wrong; they answer different questions |
| The Financials tab on a contact is empty | Missing invoices:read, or the Finance module is not enabled | Check the permission first, the module second |
| You cannot deep-link someone to an account’s Financials tab | Account tabs are not in the URL | Send the account link and name the tab |
| The contact you opened became an account | The contact’s type is organization; the app redirects to the canonical account screen | Expected behaviour, not an error |
/crm/contracts bounces to another app | CRM does not render its own contract list; the hub owns it | Use the hub, or open a contract directly by its link |
| A new lead cannot be saved | A required field is empty, or the chosen stage is closed | Check title, stage, value, currency, probability, priority |
| A deal refuses to save without an account | Require account on deal is enabled | Attach an organization contact, or turn the rule off in settings |
| A priority filter misses records | Leads use urgent, deals use critical | Filter for both values |
| Winning a deal did not create a contract | The relevant deal.won behaviour is off, or the deal’s mix does not qualify | Check ERP feature settings |
| A stage move is rejected | Backward moves or stage skipping is disabled on that stage | Settings → CRM Stages |
FAQ
How does duplicate detection work? XBuddy compares new and existing contacts on key fields (email, phone, name + account) and surfaces likely matches in Contact Duplicates. Merging keeps all activity, deals, and notes from both records.
Can I customize the pipeline stages? Yes. Stages for both Leads and Deals are configured in CRM → Settings. Reorder, rename, or add stages to match your sales process.
What’s the difference between a Lead and a Deal? A Lead is an unqualified prospect at the top of the funnel. Once qualified, you convert it into a Deal, which tracks a concrete revenue opportunity through your sales stages. A single deal can include both goods and service lines — you don’t need separate pipelines for each.
How is the revenue forecast calculated? Each deal’s amount is multiplied by its stage probability to produce a weighted value. Pipeline Forecast sums these across your filter (owner, stage, period) for a committed vs. best-case forecast.
Do emails log automatically? When you connect an email channel in Communications, inbound and outbound messages are matched to the contact and appear on the activity timeline without manual logging.
Is Service Renewals the same as Customer Success renewals? They share the same underlying pipeline and record. CRM’s Service Renewals view is the commercial owner’s perspective (who owns the deal, what’s at risk before renewal); Customer Success uses the same record to run health scoring, alerts, and retention playbooks. Nothing needs to be re-entered when a record moves between the two.
Who can see which contacts, deals, or renewals? Visibility is governed by CRM data scope (own / team / all) set per role in CRM → Settings. A rep can be limited to their own contacts and deals while a manager sees the whole team’s — and each area (deals, renewals, win/loss) can be scoped independently.