Your CRM enables you to easily create user groups and segment access based on brand or business location.
Each group can be configured with different access permissions so that you can control what your users, merchants, and agents see in the CRM.
You can also incorporate the group's information into your email templates. Every email, system-generated or user-generated, merchant-facing or agent-facing, is available for customization with each group’s name, logo, and contact info placeholders.
Note: CRM Administrators can be enabled to manage the user settings for all CRM groups, or only for the groups they belong to, using the following two user class permissions:
In case you don't need the administrators to be able to view or edit the settings of other groups, select the "Manage Own Group's Settings" permission.
Adding a New Group
To add a group, open the Groups page from the administration menu (Users & Groups > Manage Groups):
Next, click the Add Group button in the top-right corner to bring up the Add New Group popup.
In the popup window enter the name of the group, select the Active status, and optionally choose to assign/copy the status categories of the default user group to your new group.
When you're done, click Create:
The new group is now added. Click on the Edit button to begin configuring the group's settings:
Below is an example of the group's main settings:
The table below provides the descriptions of the group settings.
You can also view the descriptions of the settings on the group settings page by hovering over the question marks next to each setting.
| Field | Description |
|---|---|
| Name | The internal name of the group |
| Is Active? | Use the setting to enable or disable the group. |
| Group Display Name | This name will display in the Contact Customer Service section of merchants in this group and be used as a display name in emails. |
| Technical Support Phone | This phone number will display in the Contact Customer Service section of merchants in this group. |
| Customer Service Phone | This phone number will display in the Contact Customer Service section of merchants in this group. |
| Contact Fax | This fax will display in the Contact Customer Service section of merchants in this group. |
| Contact Email | This email address will display in the Contact Customer Service section of merchants in this group. |
| ISO Support Phone | This number will display when a user has been locked out after too many failed login attempts, and when a Merchant is completing the self-enrollment process. It should connect the user with an Administrator who can assist with these issues. |
| Default New Lead Status | In the New Lead page, this status will be selected by default. |
| Auto Created Lead Status | For a lead automatically created when a merchant is created, the lead will be set to this status. |
| TurboApp Underwriting Lead Status | When a TurboApp application's status is set to In Underwriting (or similar status), the lead from which it originated will be set to this status. |
| TurboApp Approved Lead Status | When a TurboApp application's status is set to Approved, the lead from which it originated will be set to this status. |
| TurboApp Declined Lead Status | When a TurboApp application's status is set to Declined, the lead from which it originated will be set to this status. |
| Merchant Started Processing Lead Status | When a Merchant starts processing, their associated Lead will automatically be moved to this status. |
| Merchant Closed Lead Status | When a Merchant is closed, their associated Lead will automatically be moved to this status. |
| Default Website Address | This website address will be used within email templates to replace placeholders when this is the receiving user's Primary Group. |
|
General Sender Email |
This email address and name will be used to send notifications to users who have this group set as their Primary Group. |
|
Lead Sender Email |
This email address and name will be used to send notifications about Lead comments and assignments to users who have this group set as their Primary Group. |
|
Connect Account for Lead Emails |
Connect a Gmail or Outlook email account, or use IMAP & SMTP together* to send and receive lead emails. Replies to “Lead Comment” emails will be added to the lead as a new comment. Emails sent on a lead by a user will use their email address and are not affected by this setting. |
|
Calendar Sender Email |
This email address and name will be used to send calendar notifications when this is the receiving user's Primary Group. |
|
TurboApp Sender Email |
This email address and name will be used to send TurboApp notifications and other merchant updates when this is the receiving user's Primary Group. |
|
Helpdesk Sender Email |
This email address and name will be used to send notifications for Helpdesk tickets when this is the receiving user's Primary Group. |
|
Connect Account for Helpdesk Emails |
Connect a Gmail or Outlook email account, or use IMAP & SMTP together* to send and receive Helpdesk ticket emails. Replies to Helpdesk emails will be added to the ticket as a new comment. Other inbound emails will be created as new tickets. See this article for full details. |
After you have configured your group settings, click Save Group to save the changes.
Adding The Group Logo
To add a group logo which will be used in email templates simply drag and drop the logo image from your disk into the upload area or click the Browse button to locate the file:
The recommended maximum width for a log in email template is 600px. An image larger than this may not display properly to the recipient.
Once you have uploaded the log click Save Group to save your changes.
Adding the Welcome Letter Template
The welcome letter template is used to send a welcome message to merchants automatically after they've been boarded.
Your template must be saved in .rtf format and must not exceed 5 MB in size.
You can use the business name and the merchant ID placeholders in your template, as shown in this example:
Once your template is ready, you can simply drag and drop it into the provided upload area:
Once you have uploaded the log click Save Group to save your changes.
Managing Group Settings
The buttons at the bottom of the group settings page allow you to delete the group, the logo and the welcome letter, as well as to copy the settings from another group, and to set the current group as the default group:
After making any changes in the group settings (other than deleting the group), click Save Group to save the changes.
Copying Settings from Another Group
If you’re setting up a new group, and another group exists which uses similar settings, you can configure the new group faster by simply copying the settings from the existing group into the new group.
Click on the Copy From button in the group settings and select the group whose settings you wish to copy over:
After that, the settings will appear in your current group’s settings and you can edit them further if needed.
When you're done, click Save Group to save your changes.
Enabling Groupwide and Systemwide Permissions
The Advanced or Admin users can be assigned with Groupwide or Systemwide permissions which enable them to access all leads, merchants, tickets, and portfolio activity alerts in the Group that they belong to (Groupwide permission), or across the entire system (Systemwide permission).
The Groupwide or Systemwide permissions cannot be assigned to basic users.
Typically, users that are Sales Managers or Support/Customer Service are assigned with Groupwide access for one or more areas (Leads, Merchants, Helpdesk, Portfolio Activity Alerts), while the system administrators may be assigned with Systemwide permissions.
To enable a Groupwide or Systemwide permission for a specific user class, open the User Classes page from the administration menu (Users & Groups > User Classes), and click on the Permissions button of the user class that you wish to edit:
On the page which opens up next, you will find a list of all the available features organized in sections:
The Groupwide and Systemwide permissions are available in the following feature sections:
- My Leads
- Merchant Info
- Portfolio Activity Monitoring
- Helpdesk
To assign a Groupwide or a Systemwide permission to and Advanced or Admin user, expand the section for which you wish to grant the new permission, and then select the option in the Groupwide or the Systemwide row for the appropriate user.
Here is an example showing the Groupwide and Systemwide permissions for the My Leads feature group:
Assigning Users To Group(s)
As the final step in your group configuration process, you will need to assign users to the new group.
Navigate to Manage > User Accounts, click on the user account you wish to edit, and on the user settings page which opens, add the groups that the user should be assigned to (and if needed remove any previously assigned groups):
Tip: Leads and merchants have a Group setting on them. You can mass-update the Group on leads by going to My Leads, doing a search, and clicking Manage Leads within the results.
Control Areas
Groups within the CRM are one of the ways that you control who can see what information on your site.
Below is a list of items that are controlled based on the user’s Group:
Controlled, but not exclusively, by Groups:
- Leads
- Merchants
- Tickets
- Lead Statuses
- Lead Email Templates
- E-Sign Documents
- Merchant Welcome Letter
- Lead Sources
- Lead Campaigns
- Lead Pricing Templates
- Documents
- Document Labels
- Proposal Generator Templates
Here is a list of what is not controlled by the Group:
Not controlled by Groups:
- Helpdesk ticket types (instead controlled by user class; tickets use the merchant’s group)
- Home tabs (instead controlled by user class)
- General user access (based on user class permissions, which can be set to "Groupwide" access)
Email Templates
Your group settings can be incorporated into your email templates by inserting the group placeholders in the email body.
To add a group placeholder in an email template click on the Insert Field button in the email template edit bar:
A popup window appears where you can now select the desired placeholder.
To locate the group-specific placeholders simply type 'group' in the search box and the group placeholders are shown with the 'Group - " prefix:
After you click on a placeholder it will be inserted in the email template:
Learn more about managing email templates in our article on Email Templates.