Contacts and pipelines

One record per person, and a pipeline that arrives already named. Not "Stage 1, Stage 2, Stage 3" waiting for you to decide what your own business calls things.

One record, not four

A contact is a single row that every other capability reads. The inbox thread, the appointments, the pipeline position, the consent decision and every message ever sent are attached to that one record, so the person who answers the phone sees what the automation did an hour ago.

The alternative - a marketing list here, a support contact there, a booking record somewhere else - is how a customer gets asked the same question three times by the same company.

Stages that came with the pack

Each industry pack ships its own pipeline stages and its own custom fields. A dental practice gets treatment plan and recall; a solar installer gets site survey and permit; a law firm gets intake, conflict check and matter. You can change any of it, but you do not start from nothing.

The fields are data, not code. Adding one is a row, and so is adding a whole new industry.

Duplicates and merging

A person who arrives twice - once from a web form, once from a phone call - is matched on the identifiers you choose, and merging keeps both histories rather than picking one and discarding the other.

Consent lives on the record

What a contact agreed to receive, when, through what channel, and the exact wording they saw, is stored against the contact and is what the outbound gate reads. It is not a checkbox on a list; it is the evidence you would need if someone complained.