MindMerge CRM Professional Plan — Feature-Based User Guide

MindMerge User Guide
Professional Plan

Detailed step-by-step guide for newly onboarded sub-accounts  ·  Version 4.6  ·  3 July 2026

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1How to Use This GuideRecommended setup order 2Feature Module MapOverview of all 13 modules 3Platform FoundationLogin, branding, users & permissions 4CRM & PipelinesContacts, CSV import, opportunities, tasks 5Domain ConnectionConnect, transfer & zero-downtime domains 6ConversationsInbox, SMS, email, templates 7CalendarsBooking & appointments 8Forms & SurveysLead capture & surveys 9Websites & Landing PagesBuilder, QR codes & chat widget 10Workflows & AutomationTriggers, nurture, operations 11Payments & CommerceProducts, invoices, contracts 12AI FeaturesAsk AI, content, conversation & workflows 13ReportingDashboards & analytics 14Mobile AppOn-the-go usage & rhythm 15Admin & GovernanceChange control & troubleshooting 16AppendixLaunch checklists & naming
Document Information
DocumentProfessional Plan Feature-Module User Guide
PlanProfessional Plan
Version4.6
Date3 July 2026
Prepared forMindMerge CRM Professional Plan account users
Modules13 feature modules
SourceOfficial MindMerge CRM feature & support material
Contact[email protected]

This guide is organised by feature modules. Each module explains what the feature does, why it matters, how to configure it, how to use it day-to-day, and how to check that it has been set up correctly.

The recommended user journey is: complete the Platform Foundation first, configure CRM and communication channels second, then build lead capture, scheduling, automation, payments and reporting features as needed.

For a newly onboarded account, do not attempt to activate every feature on day one. Use the launch checklist at the end of each module to decide when the feature is ready for operational use.

1. How to Use This Guide ↑ Top

Recommended Implementation Order Foundation → CRM → Domain → Communication → Calendar → Lead Capture → Automation → Payment/Commerce → Reporting

This prevents broken automations and missed enquiries.

2. Feature Module Map ↑ Top

#Feature AreaPrimary User OutcomeTypical Owner
1Platform FoundationAccount is ready, branded, secure and correctly configuredBusiness owner / admin
2CRM, Contacts and PipelinesLeads and customers are organised and trackedSales/admin team
3Domain ConnectionBusiness websites and funnels are published under your own branded domainBusiness owner / admin
4Conversations and CommunicationsAll enquiries are handled from one inboxReception/sales/admin
5Calendars and AppointmentsCustomers can book appointments and receive remindersService team
6Forms and SurveysNew leads and customer information are captured consistentlyMarketing/admin
7Websites and Landing PagesTraffic is converted into enquiries, bookings and salesMarketing
8Workflows and AutomationFollow-up, notifications and internal processes run automaticallyAdmin/automation owner
9Payments, Invoices and CommerceCustomers can pay, sign and purchase smoothlyFinance/admin
10AI FeaturesAI assists with content, conversations, voice and web creationAdmin/marketing
11Reporting and AnalyticsPerformance is visible and measurableOwner/manager
12Mobile AppUsers can manage conversations and CRM on the goAll users
13Admin, Governance and TroubleshootingThe account remains controlled, clean and reliableAdmin

Module 1 — Platform Foundation ↑ Top

1.1 Login, Account Access and Navigation

Help users access the correct MindMerge sub-account and understand the main left-hand navigation areas.

Business ValueUsers can confidently find contacts, conversations, opportunities, calendars, marketing, automation and reporting without depending on support.
Before You StartUser invitation accepted, correct email address available, browser access available, and role/permission decided.

Setup and Configuration

  1. Open the MindMerge CRM login page provided in the onboarding email.
  2. Sign in using the email address assigned to your user profile.
  3. If prompted, create a secure password and complete any verification step.
  4. Confirm that you are inside the correct sub-account by checking the business name in the account switcher.
  5. Review the left navigation menu and identify the core areas: Dashboard, Conversations, Contacts, Opportunities, Calendars, Marketing, Sites, Automations, Payments, Reputation, Reporting and Settings.
  6. Bookmark the login page in your browser for future use.

Daily Operating Instructions

  • Start each day by opening the Dashboard or Conversations area.
  • Use the account switcher only if you have access to more than one business/location.
  • Use global search or contact search before creating a new contact to avoid duplicates.
  • Log out of shared devices and never share user credentials.
✔ Best Practices
  • Create named user accounts instead of shared logins.
  • Train new staff using the same navigation terms used in this guide.
  • Limit access to Settings for admin users only.
⚠ Common Mistakes to Avoid
  • Using one shared admin login for all staff.
  • Working in the wrong sub-account when multiple accounts are available.
Quality Assurance Checklist
  • Correct user can log in successfully.
  • User lands in the correct sub-account.
  • User can locate Contacts, Conversations, Opportunities, Calendars and Automations.
  • Admin has confirmed the user role and permissions.

1.2 Business Profile, Branding and Basic Settings

Configure core business information used across messages, websites, invoices, calendars and customer-facing pages.

Business ValueConsistent brand details reduce confusion and make automated communication look professional.
Before You StartBusiness legal/trading name, logo, address, timezone, website, phone number, sender details and brand colours.

Setup and Configuration

  1. Log in to MindMerge CRM and ensure you are in the correct Sub-Account.
  2. Navigate to Settings: Click the Settings gear icon in the bottom left corner.
  3. Access Business Profile: Click on Business Profile in the left-hand menu.
  4. Fill in General Information: Upload your Business Logo (recommended 350x180 px), enter Business Name, Legal Business Name, contact details, Business Address, Time Zone, and Language.
  5. Save Changes: Click the Update Information button at the bottom of the page.
✔ Best Practices
  • Use the same business name across emails, invoices, review requests and calendar pages.
  • Avoid abbreviations that customers will not recognise.
  • Keep a copy of logos in PNG format for web use.
⚠ Common Mistakes to Avoid
  • Wrong timezone causing booking and reminder errors.
  • Using old logos or inconsistent trading names.
Quality Assurance Checklist
  • Timezone is correct.
  • Business name appears correctly in a test email or booking confirmation.
  • Logo displays clearly on customer-facing pages.
  • Currency and country are correct.

1.3 Users, Teams and Permissions

Create secure access for staff and control what each user can view or change.

Business ValueRole-based access protects customer data and prevents accidental changes to workflows, settings or billing.
Before You StartList of staff, job roles, required access level and whether they need calendar, conversation, opportunity, admin or reporting access.

Setup and Configuration

  1. Navigate to Settings and click the bottom left menu.
  2. Go to Staff Management: Select the My Staff tab.
  3. Click the + Add User button in the top right corner.
  4. Enter User Details: First and Last Name, Email Address, Phone Number (optional), and Password.
  5. Configure User Permissions under the User Roles & Permissions tabs: set User Role (User or Admin), Features, and Data Visibility.
  6. Set Availability and link their calendar in the User Availability tab.
  7. Click Save to create the profile and send an activation email.
✔ Best Practices
  • Give minimum required access, not full admin by default.
  • Maintain a named system owner responsible for Settings and Automations.
  • Use team calendars for shared bookings and individual calendars for personal availability.
⚠ Common Mistakes to Avoid
  • Leaving ex-staff accounts active.
  • Giving every user admin rights.
Quality Assurance Checklist
  • Each active staff member has their own login.
  • Former staff are disabled or removed.
  • Sales users can access Contacts, Opportunities and Conversations.
  • Only trained admins can edit workflows and billing settings.

Module 2 — CRM, Contacts and Pipelines ↑ Top

2.1 Contact Management

Use Contacts as the central customer record for leads, prospects, customers, members and past clients.

Business ValueEvery interaction, tag, note, task, appointment, opportunity and message can be connected back to one customer profile.
Before You StartAgreed contact naming standards, required fields, tag structure and import file format if importing existing data.

Setup and Configuration

  1. Go to Contacts and search for the person before creating a new record.
  2. Click + Add Contact and enter name, email, phone and source.
  3. Select Contact type as Lead or Customer and set the Time Zone.
  4. Select Channel — DND all Channels or specific Channels (Email, Text, Calls & Voicemail, Inbound Calls and SMS).
  5. Complete any custom fields and save. Verify the activity timeline starts recording.
✔ Best Practices
  • Use fewer, clearer tags rather than dozens of overlapping tags.
  • Standardise phone number and email formats.
  • Do not store sensitive information unless operationally required.
ℹ Bulk Import
To import many contacts at once from a spreadsheet, use the CSV import process described in section 2.2.
⚠ Common Mistakes to Avoid
  • Creating duplicate contacts after every form submission.
  • Using tags as long notes instead of simple labels.
Quality Assurance Checklist
  • Contact can be found by name, email and phone.
  • Required tags are applied.
  • Contact source is recorded.
  • No obvious duplicate exists.

2.2 Import Contacts from CSV File

Bulk import existing contacts from a spreadsheet into MindMerge CRM using the built-in CSV import tool.

Business ValueMigrate existing customer lists quickly without manual data entry, while keeping contact records structured and searchable inside the CRM.
Before You StartA cleaned CSV file (under 30MB), column headers that match MindMerge CRM contact fields, and a decision on whether to import contacts only or contacts with opportunities.

Import Steps

  1. Prepare your file: ensure it is in CSV format, under 30MB, and contains only one sheet. The first row must contain headers matching MindMerge CRM system contact fields. Each row must include at least a Name, Email, or Phone. Remove duplicates and strip special characters from phone numbers before importing.
  2. In MindMerge CRM, go to the Contacts tab and click the Import Contacts button.
  3. Choose whether you want to import Contacts only or both Contacts and Opportunities.
  4. Upload your CSV file and select the import type: add new, update existing, or both.
  5. Map each CSV column to the correct MindMerge CRM field. Unmapped columns can be ignored, but all required fields must be mapped.
  6. Review your settings, confirm your field mappings, and finalise the import. You can optionally tag contacts or add them to workflows during this step.
  7. Click Start Bulk Import and wait for the process to complete.
✔ Best Practices
  • Run a small test import with 5–10 records before importing your full list.
  • Standardise phone numbers to digits only (no spaces, brackets, or dashes).
  • Use "update existing" only when you have a reliable match field such as email or phone.
  • Apply a source tag during import so you can identify migrated contacts later.
⚠ Common Mistakes to Avoid
  • Importing files larger than 30MB or with multiple sheets.
  • Leaving required fields unmapped.
  • Importing duplicate records that already exist in the CRM.
  • Including rows with no Name, Email, or Phone.
Quality Assurance Checklist
  • CSV file meets format and size requirements.
  • All required fields are mapped correctly.
  • Sample contacts appear in the CRM after import.
  • No unexpected duplicates were created.
  • Optional tags or workflows were applied as intended.

2.3 Opportunities and Sales Pipelines

Track prospects and deals through a visible pipeline from enquiry to closed won or closed lost.

Business ValuePipelines show where revenue is sitting, what requires action and which leads are stuck.
Before You StartAgreed sales stages, pipeline name, lead sources, deal value rules and ownership model.

Create a Pipeline

  1. Go to Opportunities > Pipelines and click + Create Pipeline.
  2. Name your Pipeline and define stages (New Lead, Contacted, Appointment Booked, Proposal Sent, Won and Lost).
  3. Click Create.

Create an Opportunity from a Contact Record

  1. Click on the contact name. In the right-hand panel, find Opportunities and click + Add.
  2. Fill in: Opportunity Name, Pipeline, Stage, Value (monetary), and Status (Open/Won/Lost).
  3. Click Create.
ℹ Note
To automate opportunity creation, build a workflow with a trigger (e.g., form submission), add the "Create/Update Opportunity" action, and select your target pipeline and stage. Covered in Module 8.
✔ Best Practices
  • Keep pipelines simple enough for staff to use daily.
  • One opportunity should represent one real sales/service opportunity.
Quality Assurance Checklist
  • Each new lead has an opportunity when sales follow-up is required.
  • Stages match the real business process.
  • No opportunity is sitting in New Lead without an owner.
  • Won/Lost outcomes are recorded.

2.4 Tasks, Notes and Internal Follow-Up

Use tasks and notes to keep accountability inside the CRM so nothing depends on memory.

Business ValueTeam members can see what happened and what must happen next.
Before You StartTask ownership rules, due date expectations and escalation process.

Creating Notes

  • To a Contact: Go to Contacts, select a contact, click the Notes icon (right panel), and click "+ Add Note".
  • To an Opportunity: Open the deal and click the Notes tab.
  • Via Workflows: Add the "Add to Notes" action to auto-create a note when a trigger fires.

Creating Tasks — Method 1: Via Tasks Menu

  1. Navigate to Contacts > Tasks and click + Add Task.
  2. Fill in: Title, Description (optional), Due Date and Time, Assignee, and Contact (optional).
  3. Click Save.

Creating Tasks — Method 2: Inside a Contact Record

  1. Go to Contacts, select a contact, click the Tasks tab, then + Add Task.
  2. Assign the task, set a due date, and include enough detail for another person to understand.
  3. Complete the task when actioned and add a result note if necessary.
✔ Best Practices
  • Write task names as actions, such as "Call Sarah about proposal".
  • Keep notes factual and professional.
  • Avoid putting private payment details in notes.
Quality Assurance Checklist
  • Tasks have owners and due dates.
  • Notes explain customer context.
  • Overdue tasks are reviewed.

Module 3 — Domain Connection ↑ Top

3.1 How to Connect Existing External Domain to MindMerge CRM

Connect your own business domain to your MindMerge CRM websites, funnels or online stores so customers access your branded web address rather than a default system domain.

Business ValueUsing your own domain strengthens your business branding, builds customer trust, improves SEO performance and creates a more professional online presence. Connecting your domain also allows your websites and funnels to be published under your own business identity.
Before You StartAccess to your MindMerge CRM sub-account; ownership of the domain you wish to connect; administrator access to your domain registrar (e.g. GoDaddy, Cloudflare, Namecheap or Hostinger); Domain Connect support if using automatic connection.

Setup and Configuration Instructions

Option 1: Automatic Connection (Domain Connect)

If your domain is hosted with an integrated provider such as GoDaddy, Cloudflare or Squarespace, MindMerge CRM can connect it automatically.

1) Connect the Domain

  1. Log in to your MindMerge CRM sub-account.
  2. Navigate to Settings > Domains.
  3. Click Connect a Domain.
  4. Select the required product type: Funnel, Website or Store.
  5. Enter your domain or subdomain, with or without the www prefix.
  6. Click Continue.

2) Authorise the Domain

  1. MindMerge CRM will detect your domain registrar.
  2. Click Authorise.
  3. Log in to your domain registrar when prompted.
  4. Approve the connection.

MindMerge CRM will automatically configure the required DNS records.

Option 2: Manual Connection

If your registrar does not support automatic connection, you must configure the DNS records manually.

1) Generate the DNS Records

  1. Navigate to Settings > Domains.
  2. Click Connect a Domain.
  3. Select the required use case.
  4. Enter your domain.
  5. When prompted that the domain is not recognised, select Add records manually.
  6. MindMerge CRM will display the required DNS records.

These will typically include:

  • An A Record for the root domain.
  • A CNAME Record for the www subdomain.

2) Update Your Domain Registrar

  1. Log in to your domain registrar, for example Namecheap or Hostinger.
  2. Open the DNS Management or DNS Settings section.
  3. Add the A Record exactly as provided by MindMerge CRM.
  4. Add the CNAME Record exactly as provided by MindMerge CRM.
  5. Save your DNS changes.

3) Verify the Domain

  1. Return to MindMerge CRM.
  2. Click Verify Records.

Link the Domain to a Website or Funnel

Once the domain has been verified, assign it to your website or funnel.

  1. Navigate to Sites from the left navigation menu.
  2. Open the required Website or Funnel.
  3. Open the Settings for that Website or Funnel.
  4. Select your newly connected domain from the Domain dropdown list.
  5. Click Save.
ℹ Note
DNS propagation may take anywhere from a few minutes up to 24 hours depending on your domain registrar.

Daily Operating Instructions

  • Verify that your domain remains connected after making DNS changes.
  • Test your website or funnel using the connected domain after publishing.
  • Review domain settings whenever moving your website or funnel to a different domain.
  • Monitor SSL certificate status to ensure your website remains secure.
✔ Best Practices
  • Use your primary business domain for customer-facing websites.
  • Configure both the root domain and the www version where possible.
  • Keep your registrar login details secure.
  • Test your website from multiple devices after connection.
  • Allow sufficient DNS propagation time before troubleshooting.
⚠ Common Mistakes to Avoid
  • Entering incorrect DNS records.
  • Forgetting to verify the records after updating DNS.
  • Assigning the domain before verification is complete.
  • Removing existing DNS records that are still required by other services.
  • Expecting changes to take effect immediately before DNS propagation has completed.
Quality Assurance Checklist
  • Domain has been successfully verified.
  • DNS records match those provided by MindMerge CRM.
  • Website or Funnel has been assigned to the connected domain.
  • Website loads correctly using the custom domain.
  • SSL certificate is active.
  • Website has been tested after DNS propagation.

3.2 How to Transfer an Existing Domain

Transfer an existing external domain from your current domain registrar into MindMerge CRM so the domain can be managed and used directly within your MindMerge CRM sub-account.

Business ValueTransferring your domain into MindMerge CRM helps centralise domain management, reduce the need to manage multiple platforms and makes it easier to use the domain across websites, funnels and other online assets inside MindMerge CRM.
Before You StartAccess to your current domain registrar (e.g. GoDaddy, Namecheap or Google Domains); access to the email address associated with the domain registration; access to your MindMerge CRM sub-account; ability to unlock the domain and request the Authorization Code (EPP code).

Setup and Configuration Instructions

Phase 1: Prepare Your Current Registrar

  1. Log in to your current domain registrar, for example GoDaddy, Namecheap or Google Domains.
  2. Navigate to the Domain Settings or DNS Management for the domain you wish to transfer.
  3. Disable DNSSEC, if it is turned on.
  4. Turn off Whois Privacy or ID Protection. This is required to successfully retrieve an Auth Code.
  5. Unlock the domain and request the Authorization Code, also known as the EPP code.

Phase 2: Initiate the Transfer-In in MindMerge CRM

  1. Log in to your MindMerge CRM account and navigate to the specific sub-account where you want to use the domain.
  2. Go to Settings > Domains & URL Redirects > Domains, or Sites > Settings > Domains.
  3. Click the Transfer-In Domain, or Purchase/Transfer Domain button.
  4. Enter your domain name and click Continue.
  5. MindMerge CRM will scan your existing DNS records or allow you to upload a DNS zone file.
  6. Paste the Authorization Code, also known as the EPP code, you obtained in Phase 1.
  7. Confirm the transfer and proceed to checkout to finalize the process.

Phase 3: Finalize and Approve

  1. The transfer will enter a pending approval state.
  2. Go back to your original domain registrar's dashboard or check the email address associated with the domain registration.
  3. Look for a Transfer Request email or check the Pending Transfers or Transfers Out tab at your current registrar.
  4. Approve the transfer manually.
  5. If you take no action, it may auto-approve after 5–7 days depending on your registrar's policy.
ℹ Note
You do not have to perform a full transfer to use a domain in MindMerge CRM. Alternatively, you can simply connect it by updating your existing DNS records with a single A or CNAME entry, pointing it toward MindMerge CRM's servers. See section 3.1.

Daily Operating Instructions

  • Monitor the domain transfer status until the transfer is complete.
  • Check the email address associated with the domain registration for transfer approval requests.
  • Confirm the domain appears correctly in MindMerge CRM after the transfer is completed.
  • Verify that existing DNS records are retained or reconfigured correctly after the transfer.
✔ Best Practices
  • Prepare your current registrar settings before starting the transfer.
  • Keep a copy of your current DNS records before initiating the transfer.
  • Approve the transfer manually where possible to avoid unnecessary delays.
  • Check that DNSSEC and Whois Privacy or ID Protection are turned off before requesting the Authorization Code.
  • Use the domain connection method instead of full transfer if you only want to point the domain to MindMerge CRM.
⚠ Common Mistakes to Avoid
  • Trying to transfer a locked domain.
  • Forgetting to turn off DNSSEC before initiating the transfer.
  • Leaving Whois Privacy or ID Protection enabled when requesting the Authorization Code.
  • Entering an incorrect Authorization Code or EPP code.
  • Missing the approval email from the current registrar.
  • Starting a full domain transfer when a simple DNS connection would have been sufficient.
Quality Assurance Checklist
  • Domain has been unlocked at the current registrar.
  • DNSSEC has been disabled if it was turned on.
  • Whois Privacy or ID Protection has been turned off.
  • Authorization Code or EPP code has been retrieved.
  • Domain transfer has been initiated in MindMerge CRM.
  • Transfer approval email has been reviewed and approved where required.
  • Domain transfer status has been confirmed as complete.
  • DNS records have been reviewed after transfer completion.

3.3 How to Transfer an Existing Domain to MindMerge CRM Without Your Website Going Offline

Transfer an existing domain from an external domain provider, such as GoDaddy, into MindMerge CRM without causing your current website to go offline.

Business ValueUsing the correct transfer approach helps protect your live website, avoid unnecessary downtime, maintain customer access, and ensure a smooth transition from your current provider to MindMerge CRM.
Before You StartAccess to your current domain provider or registrar; access to your current website platform or hosting provider; access to your MindMerge CRM sub-account; clarity on whether your website is built on WordPress, GoDaddy Website Builder, another builder, or another hosting platform; confirmation of whether the site is e-commerce or lead-generation.
⚠ Important
If you transfer your domain registrar directly without preparing your website and DNS records first, your current website may go offline. This is because the DNS records pointing to your current hosting may be altered or removed during the transfer.

Setup and Configuration Instructions

Use the “Switch First, Transfer Later” Strategy

To transfer your domain to MindMerge CRM without your website going offline, use a switch first, transfer later strategy. First build and test your new website in MindMerge CRM, then point your live domain to MindMerge CRM, and only after the website is running correctly should you transfer the domain registrar.

Step 1: Rebuild Your Website in MindMerge CRM

  1. Do not touch your domain settings yet.
  2. Recreate your website pages inside the MindMerge CRM funnel or website builder.
  3. Test all pages using the MindMerge CRM preview links.
  4. Test all forms, buttons, links, calendars, and other important functionality.
  5. Confirm the new MindMerge CRM website is ready before changing any DNS records.

Step 2: Update DNS Records — The Switch

This step switches your live website traffic from your current provider's servers to MindMerge CRM's servers.

  1. Log in to your current domain provider control panel, for example GoDaddy.
  2. Navigate to your DNS Management page.
  3. Edit your A Record.
  4. Change the Value or Points to IP address to: 34.102.32.227
  5. Edit your CNAME Record, usually for www.
  6. Change the Points to value to: msgsndr.com
  7. Log in to MindMerge CRM.
  8. Go to Settings > Domains.
  9. Add your domain.
  10. Link the newly added domain to your MindMerge CRM website.
ℹ Note
Your website is now running on MindMerge CRM, but your original provider, such as GoDaddy, is still your domain registrar.

Step 3: Trigger the Domain Registrar Transfer

Once the DNS changes have propagated and your MindMerge CRM website is live, you can safely move the domain management into MindMerge CRM.

  1. In your current domain provider, for example GoDaddy, unlock your domain.
  2. Request an Authorization Code, also known as an EPP Code.
  3. In MindMerge CRM, go to Settings > Domains.
  4. Select Transfer Domain.
  5. Enter your domain name.
  6. Enter the Authorization Code from your current provider.
  7. MindMerge CRM will automatically import your existing DNS records during the transfer.
  8. Confirm and pay the transfer fee, which usually extends your registration by one year.
ℹ Note
The transfer can take 5 to 7 days to complete in the background, but your website should stay online because the DNS records remain active.

Alternative Option: Connect the Domain Instead of Transferring It

You do not have to perform a full domain transfer to use your domain in MindMerge CRM. Alternatively, you can keep your domain with your current provider and simply connect it to MindMerge CRM by changing your DNS records.

  1. Leave the domain registered with your current provider.
  2. Update the A Record for the root domain.
  3. Update the CNAME Record for the www subdomain.
  4. Point the records toward MindMerge CRM.
  5. Use the domain with your MindMerge CRM website or funnel without transferring the registrar.

Daily Operating Instructions

  • Monitor your website after changing DNS records.
  • Test the live domain from different devices and internet connections.
  • Check that all website pages, forms, buttons, and links continue to work.
  • Monitor the domain transfer status until the transfer is complete.
  • Keep access to your original domain provider until the transfer has fully completed.
✔ Best Practices
  • Build and test the MindMerge CRM website before changing DNS records.
  • Switch DNS records first before initiating the registrar transfer.
  • Keep a backup of your current DNS records before making any changes.
  • Approve the transfer manually when your current provider sends the transfer approval request.
  • Use domain connection instead of full transfer if you only need the domain to load your MindMerge CRM website.
⚠ Common Mistakes to Avoid
  • Transferring the domain before rebuilding the website in MindMerge CRM.
  • Changing DNS records before the new MindMerge CRM website is ready.
  • Forgetting to test forms, buttons, and links before switching traffic.
  • Assuming the website will automatically stay online after a registrar transfer.
  • Deleting DNS records without copying them first.
  • Starting a full domain transfer when a DNS connection would have been enough.
Quality Assurance Checklist
  • Website has been rebuilt in MindMerge CRM.
  • MindMerge CRM preview links have been tested.
  • Forms, buttons, links, and calendars have been tested.
  • Current DNS records have been backed up.
  • A Record has been updated correctly.
  • CNAME Record has been updated correctly.
  • Domain has been added to MindMerge CRM.
  • Domain has been linked to the correct MindMerge CRM website or funnel.
  • Live website has been tested after DNS propagation.
  • Domain registrar transfer has only been started after the MindMerge CRM website is live.
  • Transfer status has been monitored until completion.

Module 4 — Conversations and Communications ↑ Top

4.1 Unified Conversations Inbox

Manage 2-way SMS and email in a single, unified thread.

Business ValueFast, consistent replies improve lead conversion and reduce missed enquiries.
Before You StartConnected phone/email/social channels, staff response ownership and agreed response templates.

Prerequisites

For SMS: Settings > Phone Systems > ensure an active phone number is assigned and team members have Conversations permission toggled on.

For Email: Settings > My Profile > Email (2-way Sync) > Connect Gmail or Outlook.

Conversations Tab — Three Columns

  • Left Column: All conversation threads. Filter by Unread, Starred, Channel, or Assigned To.
  • Middle Column: Active chat area — thread history and reply composer.
  • Right Column: CRM info for the selected contact. Update fields directly here.
✔ Best Practices
  • Set response time expectations for the team.
  • Create approved templates for pricing, demos, bookings and support replies.
  • Keep tone friendly, clear and brand-consistent.
Quality Assurance Checklist
  • Unread messages are reviewed daily.
  • Staff know which conversations they own.
  • Templates are approved and current.
  • No customer enquiry is left unanswered.

4.2 Email, SMS and Phone Communication

Use email, SMS and calls to communicate with leads and customers directly from the CRM.

Email Setup

  1. Navigate to Settings > Email Services.
  2. Click Dedicated Domain and IP > Add Domain. Enter a subdomain (e.g., mail.yourdomain.com).
  3. Add the DNS records (CNAME, TXT/SPF, MX) to your domain registrar.
  4. Return to MindMerge CRM and click Verify Records.
  5. Add a DMARC TXT record: v=DMARC1; p=none at host _dmarc.mail.
  6. Click the 3-dot menu next to your domain, choose Set Headers, configure "From Name" and "From Email".

SMS Setup (Australia — 3 Steps)

ℹ Australian Requirement
Australia requires a Regulatory Bundle to prove business identity. You will need your ABN/ACN, business address, and an ASIC business summary PDF upload.
  1. Log in to MindMerge CRM.
  2. Create a Regulatory Bundle: provide business name, ABN/ACN, address, and upload the ASIC business summary PDF.
  3. Navigate to Settings > Phone System > Phone Numbers. Click Add Number, filter by country, select an area code, and save.
Quality Assurance Checklist
  • Test SMS sends and receives successfully.
  • Test email delivery and replies.
  • Phone number routes correctly.
  • Opt-out rules are understood.

4.3 Missed Call Text Back

Automatically send a customised SMS the moment a call goes unanswered — converting a missed opportunity into an active conversation.

Business ValueImmediate lead retention — opens a text conversation while the prospect's interest is high.
Before You StartConfigure your LeadConnector phone number settings and complete compliance registration.
Method 1 — Native Setup (Fastest)
  1. Go to Settings > Business Profile > Advanced Settings.
  2. Toggle on Enable Missed Call Text Back and click Customize.
  3. Draft your response (e.g., "Hey {{contact.name}}! Sorry we missed your call. How can we help?") and click Save.
Method 2 — Workflow Setup
  1. Navigate to Automations > Workflows > Create Workflow. Use the Auto Missed Call Text Back recipe or start from scratch.
  2. Set trigger: Call Status — Direction: Incoming, Status: Missed/Voicemail/Busy.
  3. Add actions: Send SMS, Add Tag ("Missed Call"), Internal Notification. Publish.
Method 3 — AI-Powered
  1. Go to AI Agents > Conversation AI and click Create Bot. Configure Brand Name, tone, Bot Name, and Goals.
  2. Set mode to Autopilot and toggle SMS on.
  3. Link to missed calls: Settings > Conversations AI > Edit — ensure SMS is an active channel.
Quality Assurance Checklist
  • Test SMS sends and receives successfully.
  • Phone number routes correctly.
  • Opt-out rules are understood.

4.4 Templates, Snippets and Reusable Messaging

Create reusable email/SMS content for consistent communication.

  1. Identify the repeated message scenario.
  2. Go to Marketing/Templates or Conversations templates.
  3. Create a new template with a clear name and a clear call-to-action.
  4. Insert custom values such as {{contact.first_name}} where appropriate.
  5. Test the template with an internal contact and train staff on when to use it.
Quality Assurance Checklist
  • Template displays correctly.
  • Links work.
  • Custom values populate correctly.
  • Tone matches MindMerge/client brand.

Module 5 — Calendars and Appointments ↑ Top

5.1 Connect Your External Calendar & Configure Booking

Allow leads and customers to book appointments based on real availability.

Business ValueReduces back-and-forth scheduling and supports automated reminders and pipeline updates.
Before You StartAppointment types, user availability, service duration, buffer times, location/meeting link and reminder rules.

Connect an External Calendar

  1. Navigate to Settings > Profile or Settings > Integrations.
  2. Click + Add New, then Connect next to Google or Outlook.

Create a New Calendar

  1. Go to Sites > Calendar Settings and click + New Calendar.
  2. Select type: Simple Calendar (1-on-1), Round Robin, Class Booking, or Collective Booking.
  3. Configure Basic Details, Availability, and Appointment Settings (buffer times, forms, payment options).
  4. Assign to a specific team member and link to their external calendar.
ℹ Key Tips
  • Conflict Calendars: Select personal and business calendars in user settings to prevent double bookings.
  • Video Conferencing: Connect Zoom or Google Meet to auto-generate meeting links.
  • Group Calendars: Combine multiple calendars into one booking page.
⚠ Common Mistakes to Avoid
  • Wrong timezone setting.
  • No buffer between appointments.
  • Booking link not connected to the correct calendar.
Quality Assurance Checklist
  • Booking link opens correctly.
  • Availability is accurate.
  • Confirmation message is received.
  • Appointment appears in the correct calendar.
  • Reminder automation works.

Module 6 — Forms and Surveys ↑ Top

6.1 Forms for Lead Capture and Intake

Capture structured information from website visitors, prospects and customers.

Business ValueCleaner CRM records and reduced manual data entry.
Before You StartRequired questions, destination page, notification rules, consent wording and follow-up workflow.
  1. Navigate to Sites > Forms > Builder and click + Create New Form.
  2. Name your form and drag & drop fields (Full Name, Email, Phone) from the left sidebar.
  3. Add Custom Fields and customize Styles (colours, background, button text).
  4. Configure post-submission Actions (e.g., redirect to "Thank You" page) and click Save.
✔ Best Practices
  • Keep forms short for cold traffic and longer for intake after commitment.
  • Use clear field labels and one form per clear business purpose.
Quality Assurance Checklist
  • Test submission creates/updates contact.
  • Notification is received.
  • Tags/source are applied.
  • Follow-up workflow triggers.
  • Thank-you page or message works.

6.2 Surveys

Collect more detailed responses and structured feedback from customers and leads.

Surveys

  1. Navigate to Sites > Surveys and click + Add Survey.
  2. Add Questions using drag-and-drop. Use the Logic tab for conditional redirects.
  3. Define post-submission actions and click Save and Embed.
Quality Assurance Checklist
  • Responses are stored correctly.
  • Outcome paths work.
  • Workflow triggers correctly.
  • User receives the right next step.

Module 7 — Websites and Landing Pages ↑ Top

7.1 Website Builder

Create broader business websites and content pages beyond campaign funnels.

  1. Click Sites > Websites in the left-hand sidebar.
  2. Click + New Website. Choose from Template (200+ designs), From Blank, or AI Website Builder.
  3. Add pages: click + Add New Page, name the page, set the URL path, then click Edit Page.
  4. Design using the editor: add Sections (green), Rows (blue), and Elements (headlines, buttons, images, videos, forms). Adjust in the right-hand panel.
  5. Configure SEO Metadata and connect a custom domain via Settings > Domains.
  6. Click Save frequently, then Publish to go live.
Quality Assurance Checklist
  • All pages publish successfully.
  • Menu links work.
  • Forms/calendars embedded correctly.
  • Mobile layout is readable.
  • SEO titles/descriptions are not blank.

7.2 QR Code Builder

Create branded QR codes that instantly connect customers to your websites, funnels, forms, reviews, payment pages, phone numbers, SMS, email and other business assets directly from within MindMerge CRM.

Business ValueQR codes bridge your offline and online marketing by providing customers with a fast, frictionless way to engage with your business. Whether used on business cards, flyers, signage, invoices or digital campaigns, QR codes help increase customer engagement, improve conversion rates and make it easier for customers to take immediate action.
Before You StartAccess to your MindMerge CRM sub-account; destination assets (websites, funnels, forms, surveys, calendars or payment pages) already created; company logo available if you intend to brand your QR codes.

Setup and Configuration Instructions

  1. Open the QR Code Builder
    • Log in to your MindMerge CRM sub-account.
    • Navigate to Sites from the left navigation menu.
    • Select QR Codes from the top navigation menu.
    • Click Create QR Code or + Create New.
  2. Configure your QR Code
    • Enter a descriptive internal name for the QR code.
    • Select the required QR Code Type.
    Available QR code types include:
    • Website (URL)
    • Funnel
    • Form
    • Survey
    • Quiz
    • Payment Page
    • SMS
    • Call
    • Email
    • Review Link
    • vCard (Digital Contact Card)
    • Enter the required destination information, such as a website URL, phone number, email address or existing MindMerge CRM asset.
    • Click Next.
  3. Customise the QR Code — MindMerge CRM allows complete branding of your QR codes.
    • Choose your preferred colours to match your business branding.
    • Select the QR code style: Square, Rounded or Circular.
    • Upload your company logo to display in the centre of the QR code.
    • Review the live preview before saving.
  4. Preview, Save and Download
    • Scan the QR code using your mobile phone to confirm it opens the correct destination.
    • Click Save.
    • Locate the QR code within the QR Code dashboard.
    • Click the More Options (⋮) menu.
    • Download the QR code in the appropriate format: PNG (best for websites, social media and digital marketing), SVG (high-quality scalable format for professional printing), or PDF (recommended for flyers, brochures, posters and business cards).
  5. Add QR Codes to Websites and Funnels — QR codes can be embedded directly into your MindMerge CRM websites and funnels.
    • Navigate to Sites > Websites or Sites > Funnels.
    • Open the page you wish to edit.
    • Click + Add Elements.
    • Drag the QR Code element onto the page.
    • Select an existing QR code from the dropdown menu, or create a new QR code directly from the page editor.
    • Save and publish the page.

Daily Operating Instructions

  • Test every newly created QR code before publishing.
  • Review QR code destinations whenever websites or funnels are updated.
  • Use meaningful names so QR codes are easy to identify.
  • Replace outdated QR codes when marketing campaigns change.
✔ Best Practices
  • Apply your business colours and logo for consistent branding.
  • Test QR codes using both Android and iPhone devices.
  • Use high-resolution download formats for printed materials.
  • Add a clear call-to-action alongside printed QR codes explaining what customers receive after scanning.
  • Include QR codes across brochures, business cards, invoices, signage, email signatures and social media.
⚠ Common Mistakes to Avoid
  • Publishing QR codes without testing them.
  • Linking to unpublished or inactive pages.
  • Using generic names that make future management difficult.
  • Printing QR codes too small or in low resolution.
  • Forgetting to update QR codes after changing campaign destinations.
Quality Assurance Checklist
  • QR code directs customers to the correct destination.
  • QR code scans successfully on multiple devices.
  • Company branding has been applied where appropriate.
  • Download format is suitable for the intended use.
  • Destination page or asset is live and functioning correctly.
  • QR code has been tested after publication.

7.3 Chat Widget and Website Messenger

Allow website visitors to start conversations directly from a website or funnel.

  1. Click Sites > Chat Widget and click + New. Select type: All-in-One Chat, Live Chat, or SMS/Email Chat.
  2. Customize Style (colours, icons, avatars, placement), Chat Window (title, welcome message, contact fields), and Messaging (acknowledgement, timeout messages).
  3. Click Save, then Get Code and copy the JavaScript snippet.
  4. Install: for MindMerge Sites/Funnels paste into Sites > Websites > Settings > Body Tracking Code. For WordPress use the LeadConnector Plugin. For other sites paste into the header/footer.
⚠ Common Mistakes to Avoid
  • Adding chat without assigning inbox ownership.
  • Using a welcome message that does not guide the visitor.
Quality Assurance Checklist
  • Widget appears on correct pages.
  • Test conversation lands in inbox.
  • Notification is received.
  • After-hours fallback works.

Module 8 — Workflows and Automation ↑ Top

8.1 Workflow Builder Basics

Automate actions when specific events happen — form submissions, bookings, pipeline changes, messages or tag changes.

Business ValueAutomation improves speed, consistency and lead follow-up without relying on manual memory.
Before You StartClear process objective, trigger event, intended audience, message content, internal owner and stop conditions.
  1. Navigate to Automations > Workflows and click + Create Workflow.
  2. Select "Start from scratch" or choose a pre-built recipe.
  3. Add a Trigger: click "Add New Trigger" (e.g., Form Submitted, Appointment Scheduled, Contact Tagged). Use filters to refine.
  4. Add Actions: click "+" to add Send Email, Send SMS, Wait, or Update Contact Field.
  5. Configure Workflow Settings: queueing, stop conditions, re-entry rules.
  6. Toggle from Draft to Publish and click Save.
✔ Best Practices
  • Start simple — do not build complicated automation before the basic process works.
  • Name every workflow clearly and document its purpose.
  • Use tags and stages consistently so automations can make reliable decisions.
Quality Assurance Checklist
  • Trigger fires only when intended.
  • Test contact receives correct messages.
  • Internal notification reaches owner.
  • Opportunity/stage/tag updates correctly.
  • Workflow has clear stop or exit logic.

8.2 Lead Nurture and Follow-Up Automation

Automatically follow up with leads after enquiry, form submission, missed call, booking or abandoned action.

  1. Navigate to Automations > Workflows > Create New Workflow. Choose "Start from scratch" or "Email Drip Sequence".
  2. Set a Trigger: Form Submitted (select your specific form) or Contact Tagged.
  3. Add an immediate SMS or email action right after the trigger to confirm receipt.
  4. Add "Wait" steps (e.g., 1 day) between actions to prevent overwhelming the lead.
  5. Use a mix of SMS and email for multi-channel follow-up.
  6. Add If/Else logic: stop the sequence if the lead books or replies; redirect others to a different funnel.
  7. Toggle to Publish and click Save.
✔ Best Practices
  • Immediate Response: Respond within 5 minutes — this can increase conversion rates by up to 400%.
  • Personalise Messaging: Use {{contact.name}} for personalised outreach.
  • Long-Term Nurturing: Use extended wait times (e.g., 999 days) at the end to keep leads in the automation.
  • Stop sales follow-up once the customer has taken the desired action.
Quality Assurance Checklist
  • Lead receives immediate response.
  • Owner receives notification.
  • Follow-ups stop after booking/reply/outcome.
  • No duplicate messages sent.

8.3 Internal Operations Automation

Automate internal tasks such as assigning owners, creating tasks, updating pipeline stages and notifying teams.

  1. Identify use cases: Lead Routing, Task Creation, Pipeline Movement, Internal Notifications.
  2. Navigate to Automations > Workflows > + Create Workflow. Select Start from Scratch.
  3. Add a Trigger (Form Submitted, Appointment Status, or Opportunity Changed) and add Actions (Assign to User, Internal Notification, Create/Update Opportunity).
  4. Switch from Draft to Published.
ℹ Advanced Automation
  • Webhooks: Send data to third-party platforms (Slack, Notion) or receive data from external tools.
  • Custom Fields: Track internal data points (Lead Source, Urgency Level) and use in workflow filters.
  • AI Builder: Use "Build with AI" in the Workflow builder to create complex automations via text prompts.
Quality Assurance Checklist
  • Correct person receives task/notification.
  • Task due dates are sensible.
  • Pipeline updates are accurate.
  • No notification spam.

Module 9 — Payments, Invoices, Documents and Commerce ↑ Top

9.1 Products, Payments and Payment Links

Set up items, prices and payment methods for one-off or recurring customer payments.

Business ValueCustomers can pay quickly and revenue is tracked inside the system.
Before You StartPayment provider, product details, pricing, tax/GST treatment, refund policy and confirmation process.

Connect a Payment Gateway

  1. Go to Payments > Integrations.
  2. Connect Stripe (recommended for recurring) or PayPal.

Create Products

  1. Navigate to Payments > Products > + Create Product.
  2. For One-Off Payments: Set Pricing → Type to One-time.
  3. For Recurring: Set Pricing → Type to Recurring. Define Amount, Billing Period, and optional Trial Period or Setup Fee.
  4. Click Save.

Create Payment Links

  1. Go to Payments > Payment Links > + Create New Payment Link. Select product(s) and configure options (phone requirement, addresses, coupon codes, URL redirect, Terms).
  2. Click Save and copy the link to send to clients.
✔ Best Practices
  • Setup Fees: Add a setup fee to a recurring product — it appears separately on the initial invoice.
  • Failed Payments: MindMerge CRM automatically notifies the customer and retries the card twice (24 hours apart) before stopping.
  • Changing Cards: Clients can update their payment method in the client portal; the next auto-charge uses the new card.
Quality Assurance Checklist
  • Payment provider connected.
  • Product price correct.
  • Payment link opens.
  • Successful payment triggers correct confirmation.
  • Finance owner has reviewed setup.

9.2 Invoices and Estimates

Create and send commercial documents to customers for approval and payment.

Invoices

  1. Navigate to Payments > Invoices & Estimates > New > Invoice > New Invoice.
  2. Select customer, set issue and due dates, and add line items. Adjust prices, quantities, and taxes.
  3. Add terms and notes. Click Save as draft or Send via email or text.

Estimates

  1. Navigate to Payments > Invoices & Estimates > Estimates > New Estimate.
  2. Select customer, add proposed products/services, set expiry date and terms.
  3. Send via email or text. Client can Accept or Decline online. Once accepted, convert to invoice with one click.
Quality Assurance Checklist
  • Customer details correct.
  • Line items and totals correct.
  • Payment link works.
  • Status updates after customer action.

9.3 Documents and Contracts

Send documents or contracts for customer review, completion or e-signature.

  1. Navigate to Payments > Documents & Contracts > + New.
  2. Choose: New Document, Upload PDF, or Templates.
  3. Add elements and drag-and-drop fillable fields (Signature, Text Field, Date, Checkbox).
  4. Assign Signers: set "To be signed by" to the appropriate party (Client or Sender).
  5. Click Save then Send via email or generate a link.
Quality Assurance Checklist
  • Signer receives document.
  • Signature fields work.
  • Completed document is stored.
  • Post-completion workflow triggers.

Module 10 — AI Features ↑ Top

MindMerge CRM features a robust suite of native artificial intelligence capabilities designed to automate CRM workflows, communication channels, and content production. This module provides step-by-step guidance for configuring and using the main AI features within your sub-account dashboard.

10.1 Content AI and AI Writing Support

Use AI to draft emails, SMS, blogs, social posts and marketing copy. AI speeds up content creation while staff remain responsible for accuracy and brand fit.

Business ValueAI speeds up content creation while staff remain responsible for accuracy and brand fit.
Before You StartBrand voice, offer details, audience, compliance constraints and review owner.

Enable Content AI

  1. Go to Settings > My Staff > User Profile > User Permissions.
  2. Ensure the Content AI toggle is switched ON.

Using Content AI

  • Blogs, Funnels & Website Builders: Open a text block, click the Content AI icon, choose Outline/Introduction/Section, input Title, Keywords and Tone, then click Generate AI Content.
  • AI Images: While creating a post or blog, click the image upload icon > Generate Image with AI. Describe the image, choose style and variations, click Generate.

Text Generation

  1. Place your cursor inside any content editor and click the Content AI icon.
  2. Enter your topic, select a tone, choose the desired length, and click Generate.
  • Professional
  • Casual
  • Persuasive
  • Educational

Image Generation

  1. Open the Media Library or image block and select Create Image Using AI.
  2. Enter a descriptive prompt, generate variations, and insert your preferred image directly into your design.

AI Writing Support (Refining Existing Text)

  1. Highlight text inside a text editor, funnel builder, or email composer.
  2. Click the AI icon that appears above the highlighted text.
  3. Choose: Improve Writing, Fix Spelling & Grammar, Simplify, or Lengthen/Shorten.
  4. Click Replace to swap with your original text.
✔ Best Practices
  • Never publish AI output without checking facts.
  • Give AI specific context instead of vague prompts.
  • Avoid exaggerated claims.
Quality Assurance Checklist
  • Content is accurate.
  • Tone matches brand.
  • CTA is clear.
  • Compliance/approval completed.

10.2 Conversation AI, Voice AI and AI Studio

Conversation AI handles automated chat responses; Voice AI manages inbound/outbound phone conversations; AI Studio provides a drag-and-drop builder for custom AI workflows and website generation.

Setting Up Conversation AI

  1. Navigate to Sub-Account > Conversation AI > Bots > + Create Bot. Choose Guided Form or Prompt-Based Bot.
  2. Toggle on channels (SMS, Live Chat). In the Knowledge Base tab, add FAQs or use the Web Crawler to scrape your website.
  3. Configure Intents: set goal to Q&A or Appointment Booking. If booking, select the specific calendar.
  4. Set mode to Autopilot so the bot replies instantly.

Bot Modes

  • Suggest Mode: Generates automated response drafts for live customer support agents to review and send manually.
  • Autopilot Mode: Allows the AI to reply directly and immediately to inbound customer messages across active channels without manual review.
ℹ Alternate Access Path
You can also access chatbot settings via Settings > Conversation AI inside your sub-account dashboard. The bot operates across SMS, Email, Instagram, Facebook DMs, WhatsApp, and live website chat widgets.

Safety Timeout

  1. Define the Wait time before responding parameter (e.g., 5 seconds) to prevent simultaneous messages and allow human agents a small window to intervene manually if necessary.

Setting Up Voice AI

  1. Navigate to Sub-Account > AI Agents > Voice AI > + Create Agent.
  2. Configure: Agent Name, Business Name, Timezone, and voice.
  3. Define Goals & Knowledge Base: train with website data or custom prompts.
  4. Set Post-Call Actions: Update Contact Fields, Trigger a Workflow.
  5. Assign a MindMerge phone number under Phone and Availability. Use Call Me to test before going live.

Script Voice Parameters

  1. Define greetings, conversational guardrails, lead qualification criteria, and call routing outcomes.

Vocal Profile

  1. Choose a synthetic voice model and adjust pronunciation, pacing, and responsiveness.

Test Inbound Routing

  1. Call the assigned number and verify the Voice AI's performance and CRM data synchronisation.
ℹ Alternate Access Path
Voice AI can also be activated via Settings > Voice AI within your sub-account dashboard. Link a dedicated tracking phone number to the automated Voice AI agent.
⚠ Common Mistakes to Avoid
  • Launching AI without testing.
  • Allowing AI to make promises the business cannot fulfil.
Quality Assurance Checklist
  • AI responds accurately to common questions.
  • Escalation works.
  • Bookings/actions complete correctly.
  • Human owner reviews outputs.

10.3 Ask AI Assistant

Ask AI functions as an all-in-one conversational prompt interface embedded directly into the top navigation bar of the MindMerge CRM dashboard. It understands the platform's architecture and can perform automated setups through chat text prompts.

Business ValueRapidly create assets, chatbots, and content without navigating multiple setup screens.
Before You StartBrand voice parameters, target audience, and a clear description of what you want the AI to build or write.

Navigate to Ask AI

  1. Click the Ask AI Bot icon located in the top navigation panel.

Configure Brand Voice

  1. Open the Brand Voice menu within the prompt settings to establish your company parameters, target demographics, and conversational style tone.

Prompt the Agent

  1. Type your structural or text request into the conversation bar.
Example Structural Prompt

"Please build me an AI chatbot that can do sales and customer support 24/7 for this sub account."

Example Content Prompt

"Create a new social media post for our Easter offer providing 20% off all services."

Review and Deploy

  1. Review the generated structure, form layout, or copy drafts.
  2. Click Create Draft or Submit to finalise the asset directly into its designated sub-account section.
Quality Assurance Checklist
  • Generated asset matches the intended purpose.
  • Brand voice and tone are appropriate.
  • Draft is reviewed before publishing.
  • Asset appears in the correct sub-account section.

10.4 Workflow AI Agents

MindMerge CRM workflows can incorporate smart AI Agents as automated node actions, letting you execute automated decision-making and data sorting mid-automation.

Business ValueAutomate lead qualification, data interpretation, and routing decisions inside existing workflows.
Before You StartA defined workflow trigger, clear AI instructions, and an assigned human reviewer for initial testing.

Create or Edit a Workflow

  1. Navigate to the Automation tab and select Workflows.
  2. Click Create New Workflow or edit an existing system tracking sequence.

Define the Entry Trigger

  1. Click Add New Trigger. Choose an external event, contact tag change, form submission, or a specific customer communication metric.

Add the AI Agent Action Node

  1. Click the "+" icon in the builder grid to add an action step.
  2. Search for and select AI Agent.

Configure Action Details

  • Action Name: Provide a descriptive label such as AI Lead Qualification Engine.
  • Template Selection: Select a prebuilt task template or choose Build Your Own.
  • Define Instructions: Write explicit rules telling the AI how to interpret data, sort fields, or qualify records.
  • Choose the AI Model: Pick your preferred LLM engine.
  • Assign System Tools: Select the capabilities the AI is authorised to use.
  • Conversation Memory: Enable memory to provide additional context from previous interactions.

Save and Publish

  1. Set the output format, save the action, test the workflow, and publish when ready.
Quality Assurance Checklist
  • Trigger fires correctly on test contact.
  • AI Agent produces expected output format.
  • Downstream workflow actions receive correct data.
  • Workflow is tested before going live.

Module 11 — Reporting, Dashboards and Analytics ↑ Top

11.1 Dashboards and Business Reporting

View key business activity such as leads, opportunities, appointments, revenue, conversations and campaign performance.

  1. Go to Dashboard or Reporting. Select date range and account.
  2. Review widgets for leads, appointments, opportunities, conversations and revenue.
  3. Create or customise dashboard widgets if permissions allow.
  4. Compare current period to previous period and document insights and actions.
✔ Best Practices
  • Measure what you will act on.
  • Keep dashboards focused on a few important KPIs.
  • Do not rely on reports until data entry and automation are consistent.
Quality Assurance Checklist
  • Date range is correct.
  • Pipeline data is current.
  • Won/Lost stages are being updated.
  • Dashboard owner knows what each metric means.

11.2 Site, Call and Attribution Reporting

Analyse how leads are generated, which campaigns work and where conversion drops occur.

  1. Open Reporting, Sites Analytics, Marketing Analytics, or Call Reporting.
  2. Select the campaign, funnel, channel or date range.
  3. Review visits, conversions, opt-ins, bookings, calls, email opens/clicks and revenue.
  4. Identify drop-off points and create improvement actions (page copy updates, audience changes, workflow improvements).
Quality Assurance Checklist
  • Tracking is active.
  • Campaign/source names are clear.
  • Conversion actions are defined.
  • Follow-up actions are assigned.

Module 12 — Mobile App and Daily Operating Rhythm ↑ Top

12.1 Mobile App Usage

Allow staff to manage conversations, contacts, appointments and tasks from mobile devices.

  1. Download the Lead Connector mobile app from the approved app store.
  2. Log in with your assigned user account and confirm the correct sub-account is selected.
  3. Enable notifications for conversations, appointments and assigned tasks.
  4. Test receiving a message notification and review contacts, conversations and calendar access.
✔ Best Practices
  • Use mobile for quick replies and appointment checks.
  • Use desktop for complex workflow, funnel or settings work.
  • Do not share mobile login. Use device passcode/biometric security.
Quality Assurance Checklist
  • User can log in.
  • Notifications work.
  • Conversations and appointments display correctly.

12.2 Daily, Weekly and Monthly Operating Rhythm

Create a repeatable operating routine so the CRM remains useful and clean.

CadenceActivities
DailyCheck Conversations, new leads, today's appointments, assigned tasks and overdue opportunities. Update pipeline stages after calls, bookings and decisions.
WeeklyReview pipeline, campaign performance, automation issues and missed follow-ups. Clean duplicate contacts and check failed messages.
MonthlyReview users, permissions, templates, dashboards and inactive automations.
QuarterlyAudit forms, funnels, calendars, review requests and major workflows.
Quality Assurance Checklist
  • Daily owner checks completed.
  • Weekly pipeline review completed.
  • Monthly admin review completed.
  • Known issues have assigned owners.

Module 13 — Admin, Governance and Troubleshooting ↑ Top

13.1 Governance, Naming and Change Control

Keep the sub-account organised as features, users and automations grow.

  1. Create naming standards for workflows, forms, funnels, campaigns, templates and calendars. Use prefixes: LEAD, APPT, PAY, REVIEW, OPS or MKT.
  2. Before changing a live workflow/funnel, record what is changing and why.
  3. Duplicate critical assets before major edits if appropriate. Test after every change.
  4. Maintain a change log with date, asset, change, owner and result.
✔ Best Practices
  • One admin should own final publishing rights.
  • Avoid making live changes during peak enquiry periods.
  • Document dependencies between forms, funnels and workflows.
Quality Assurance Checklist
  • Assets have clear names.
  • Change log exists.
  • Major changes are tested.
  • Inactive assets are reviewed.

13.2 Troubleshooting Common Issues

First-line troubleshooting steps for common operational problems.

  1. Identify the symptom clearly: message not sent, form not submitted, booking not created, workflow not triggered, payment not recorded, or page not published.
  2. Check whether the affected contact exists and whether email/phone details are valid.
  3. Check the relevant asset is published and active.
  4. Check workflow trigger conditions and history.
  5. Check user permissions if a feature is missing.
  6. Test the same journey with a new internal test contact.
  7. Capture screenshots and exact time of issue before escalating.
ℹ First Checks
Check simple causes first: inactive workflow, wrong trigger, wrong page link, wrong calendar, missing contact detail. Escalate with evidence, not vague descriptions.
⚠ Common Mistakes to Avoid
  • Deleting assets while troubleshooting.
  • Testing with the same old contact that may have previous workflow history.
Quality Assurance Checklist
  • Issue is reproducible or clearly described.
  • Affected asset and contact identified.
  • Screenshots/timestamps captured.
  • Escalation includes what has already been checked.

Appendix — Launch Checklists and Naming Standards ↑ Top

A. New Sub-Account Launch Checklist

Complete Before Going Live
  • Business profile, timezone, currency, logo and brand details configured.
  • Users created with correct permissions.
  • Phone/email channels tested.
  • Core contact tags and custom fields agreed.
  • Sales pipeline stages configured and tested.
  • Calendar booking links tested in desktop and mobile.
  • Lead form/survey tested from public page to CRM record.
  • Primary landing page tested end-to-end.
  • New lead workflow tested with internal contact.
  • Payment/invoice setup reviewed by finance owner if used.
  • Dashboard KPIs reviewed by business owner.
  • Daily operating rhythm assigned to staff.

B. Recommended Naming Standards

Asset TypeRecommended FormatExample
Workflow[Purpose] - [Trigger] - [Outcome]LEAD - Form Submitted - Demo Follow Up
Form[Offer/Use Case] - FormDemo Request - Form
Calendar[Service] - [User/Team]Demo Call - Sales Team
Funnel[Campaign/Offer] - FunnelCRM Demo Offer - Funnel
Template[Channel] - [Scenario]SMS - Appointment Reminder
Smart List[Audience] - [Action Needed]Leads - Needs First Call

Contact Details

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  • Williams Landing.VIC

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