# Sales Settings

# Add Lead & Duplication

## Overview

This settings page controls how leads are created and how the system handles duplicate entries.

<div class="portlet light portlet-fit bordered" id="bkmrk-"><div class="portlet-body"><div class="tabbable-line tabbable-custom-profile"><div class="tab-content"><div class="tab-pane active"><div class="form-group form-md-line-input">---

</div></div></div></div></div></div>## Add Lead Settings

<div class="portlet light portlet-fit bordered" id="bkmrk-setting-description-"><div class="portlet-body"><div class="tabbable-line tabbable-custom-profile"><div class="tab-content"><div class="tab-pane active"><div class="form-group form-md-line-input"><table><thead><tr><th>Setting</th><th>Description</th></tr></thead><tbody><tr><td>**Show (select) in country code menu**</td><td>When ON, a blank "select" option appears in the country code dropdown.</td></tr><tr><td>**Unable to Copy Lead Number**</td><td>When ON, users cannot copy the lead's mobile number from the CRM.</td></tr><tr><td>**Generate Fake Email on Lead Creation**</td><td>When ON, the system auto-generates an email if none is provided.</td></tr><tr><td>**Fake Email Domain Name**</td><td>The domain used for fake emails (e.g., `godzilla.com`). Helps distinguish real emails from generated ones.</td></tr><tr><td>**Request Tags**</td><td>Define tags with colors applied to leads. Example: `VIP` in red `#ff0000`, `Urgent` in dark red `#b00404`. Click **+ Add New Tag** to add more.</td></tr></tbody></table>

</div></div></div></div></div></div>![](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-06/embedded-image-3oxlci8x.png)

<div class="portlet light portlet-fit bordered" id="bkmrk--2"><div class="portlet-body"><div class="tabbable-line tabbable-custom-profile"><div class="tab-content"><div class="tab-pane active"><div class="form-group form-md-line-input">---

</div></div></div></div></div></div>## Duplication Settings

Listed in order as they appear in the system:

<div class="portlet light portlet-fit bordered" id="bkmrk-setting-description--1"><div class="portlet-body"><div class="tabbable-line tabbable-custom-profile"><div class="tab-content"><div class="tab-pane active"><div class="form-group form-md-line-input"><table><thead><tr><th>Setting</th><th>Description</th></tr></thead><tbody><tr><td>**Duplication**</td><td>When ON, duplicate leads go to the Duplicated Leads screen instead of being added again.</td></tr><tr><td>**Duplication Sign**</td><td>Adds a visual badge on lead records flagged as duplicates.</td></tr><tr><td>**Change Lead Info**</td><td>When ON, the existing lead's info is updated automatically with the new duplicate's data.</td></tr><tr><td>**Show Duplication Warning on Lead Creation Page**</td><td>Displays "Number is Duplicated!!" when a duplicate mobile number is typed during manual lead creation. ![embedded-image-fi4zmukw.png](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-06/embedded-image-fi4zmukw.png)

</td></tr><tr><td>**Change State**</td><td>When ON, the existing lead's state is updated if the duplicate carries a different state.</td></tr><tr><td>**Change Lead ID**</td><td>When ON, the Lead ID is updated if the duplicate has a different one.</td></tr><tr><td>**Change Creator**</td><td>When ON, the creator field is updated if the duplicate comes from a different source.</td></tr></tbody></table>

</div></div></div></div></div></div>[![image.png](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-06/scaled-1680-/cNvimage.png)](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-06/cNvimage.png)

<div class="portlet light portlet-fit bordered" id="bkmrk--4"><div class="portlet-body"><div class="tabbable-line tabbable-custom-profile"><div class="tab-content"><div class="tab-pane active"><div class="form-group form-md-line-input">---

</div></div></div></div></div></div>## Other Settings on This Page

<div class="portlet light portlet-fit bordered" id="bkmrk-setting-description--2"><div class="portlet-body"><div class="tabbable-line tabbable-custom-profile"><div class="tab-content"><div class="tab-pane active" id="bkmrk-leads-history-sortin"><div class="form-group form-md-line-input"><table><thead><tr><th>Setting</th><th>Description</th></tr></thead><tbody><tr><td>**Send view unit email via agent's email**</td><td>Emails about unit views are sent from the agent's email address.</td></tr><tr><td>**Leads History Sorting (Descending)**</td><td>Lead history is shown newest first.</td></tr></tbody></table>

</div></div></div></div></div></div>

# State Action

## Overview

This page controls how lead states behave — what fields are required, when check-ins are needed, and how state changes work.

---

## Settings Reference

<table id="bkmrk-setting-description-"><thead><tr><th>Setting</th><th>Description</th></tr></thead><tbody><tr><td>**Done Deal State**</td><td>Defines which states are considered eligible to mark a lead as Done Deal.</td></tr><tr><td>**Done Deal Line Mandatory to Reservation Phase**</td><td>When ON, a lead must be in Done Deal state before it can move to reservation.</td></tr><tr><td>**Keep Reassigned Leads in the Same State**</td><td>When ON, reassigned leads stay in their current state. When OFF, they go back to Fresh Leads.</td></tr><tr><td>**States That Don't Require Time and Date in Next Action**</td><td>For these states, the salesman can log a next action without setting a date/time.</td></tr><tr><td>**States Require Check-in**</td><td>A check-in must be logged when the lead is in one of these states.</td></tr><tr><td>**States That Require Contact Tool Field**</td><td>The contact method field (call, WhatsApp, etc.) is mandatory in these states.</td></tr><tr><td>**States That Require Reply Option Field**</td><td>A reply option must be selected in these states.</td></tr><tr><td>**States That Require Segment Field**</td><td>The segment field is mandatory in these states.</td></tr><tr><td>**States That Require Age Field**</td><td>The age field is mandatory in these states.</td></tr><tr><td>**States That Require Purpose Field**</td><td>The purpose field is mandatory in these states.</td></tr><tr><td>**States That Require Gender Field**</td><td>The gender field is mandatory in these states.</td></tr><tr><td>**Select State Require Feedback**</td><td>Feedback is mandatory when moving a lead to these states.</td></tr><tr><td>**Set Next Date Limitation**</td><td>Configures date constraints for next actions in selected states.</td></tr><tr><td>**Show Reply Options in Next Action**</td><td>When ON, reply options appear in the next action form for selected states.</td></tr><tr><td>**States for Setup Meetings Location and Contact Guests**</td><td>These states allow setting a meeting location and adding guest contacts.</td></tr><tr><td>**Set No-Action State Visible**</td><td>When ON, the "No-Action" state becomes visible to users.</td></tr><tr><td>**Require Check-in Before State Move**</td><td>When ON, a check-in must be completed before changing a lead's state.</td></tr><tr><td>**Show Lead Info in Call Center Export**</td><td>When ON, lead details are included in call center export files.</td></tr><tr><td>**Lead Sorting Method**</td><td>Sets the default sorting order for leads across tabs.</td></tr></tbody></table>

![](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-06/embedded-image-lr2ma7c9.png) ![](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-06/embedded-image-1vmrtg0f.png)

# Notifications

## Overview

This page controls when and how the system sends email and in-app notifications related to leads.

---

## Notification Settings

<table id="bkmrk-setting-description-"><thead><tr><th>Setting</th><th>Description</th></tr></thead><tbody><tr><td>**Send Email on Lead Creation**</td><td>Sends an email automatically whenever a new lead is created.</td></tr><tr><td>**Notify Time Before (in hours)**</td><td>Sets how many hours in advance a reminder notification is sent before a scheduled action.</td></tr></tbody></table>

---

## Delay Notifications

Delay notifications alert managers when a lead has gone too long without action.

> ⚠️ **How Delay and Withdraw work together:** The delay timer starts first — once a lead becomes delayed (no action taken within the configured hours), the system begins sending delay notifications. After that, the **Withdraw** timer kicks in and the lead gets pulled from the salesman and moved to Lead Stock. In other words, delay notifications are the warning, and withdraw is the consequence. Make sure the delay hours are set to less than the withdraw hours in Withdraw Settings so the salesman gets notified before the lead is taken away.

![](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-06/embedded-image-sccmhjzf.png)

<table id="bkmrk-setting-description--1"><thead><tr><th>Setting</th><th>Description</th></tr></thead><tbody><tr><td>**Delays (Notification Triggers)**</td><td>Select which lead states trigger a delay notification.</td></tr><tr><td>**Delays (Email Notifications)**</td><td>Select which states trigger a delay **email** notification.</td></tr><tr><td>**Within (hours)**</td><td>How long a lead can be inactive before the first notification is sent. Default: 1 hour.</td></tr><tr><td>**Notification to Managers After (hours)**</td><td>How long before the manager is also notified. Default: 2 hours.</td></tr></tbody></table>

> 💡 Delay notifications repeat every **30 minutes**. If set to 2 hours, the system sends **4 notifications** total before stopping.

---

## Sales Assignment Email Notifications

<table id="bkmrk-trigger-who-gets-not"><thead><tr><th>Trigger</th><th>Who Gets Notified</th></tr></thead><tbody><tr><td>New lead assigned</td><td>Salesman + their manager</td></tr><tr><td>Assigned salesman completes an action</td><td>Manager only</td></tr><tr><td>Another user takes action on the lead</td><td>Salesman + their manager</td></tr></tbody></table>

# Rotation

## Overview

The **Rotation** feature automates how leads are distributed across the sales team. Instead of manually assigning each lead, the system can rotate leads evenly or based on conditions.

![](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-06/embedded-image-o0v6wody.png)

---

## Rotation Options

<table id="bkmrk-option-description-r"><thead><tr><th>Option</th><th>Description</th></tr></thead><tbody><tr><td>**Rotation All Users**</td><td>Rotates leads among all active salesmen.</td></tr><tr><td>**Rotation Management**</td><td>Rotates leads to specific users only (selected manually). To configure which users are included, go to **Setup → Rotation Management**.</td></tr><tr><td>**Rotation 24 Hours**</td><td>Runs the rotation continuously, 24/7, including outside working hours.</td></tr></tbody></table>

---

## Lead Rotation Types

<table id="bkmrk-type-description-rot"><thead><tr><th>Type</th><th>Description</th></tr></thead><tbody><tr><td>**Rotate Unassigned Leads**</td><td>Automatically assigns leads that have no salesman assigned.</td></tr><tr><td>**Rotate Withdrawn Leads**</td><td>Reassigns leads that were withdrawn back into the sales pipeline.</td></tr><tr><td>**Rotate New Leads**</td><td>Distributes newly created leads evenly among the team.</td></tr></tbody></table>

---

## Rotation Conditions

You can add custom conditions to control how leads are rotated:

<table id="bkmrk-condition-descriptio"><thead><tr><th>Condition</th><th>Description</th></tr></thead><tbody><tr><td>**Type**</td><td>The category or type of lead to rotate.</td></tr><tr><td>**Item Value**</td><td>The specific value to match.</td></tr><tr><td>**Salesman**</td><td>Which salesman receives these leads.</td></tr><tr><td>**Role**</td><td>Rotate based on user role.</td></tr><tr><td>**Quota**</td><td>How many leads each salesman receives per rotation cycle.</td></tr><tr><td>**Interval**</td><td>Time interval between each rotation assignment.</td></tr></tbody></table>

---

## Working Days

Configure which days of the week rotation is active to match your team's schedule.

---

## Key Things to Know

- Rotation runs automatically based on the rules you configure — no manual action needed.
- Leads go to the salesman's **Fresh Leads** tab after rotation.
- Use **Rotation Management** if you want to control exactly who receives which leads.

# Withdraw

## Overview

The **Withdraw** settings control when leads are automatically taken back from a salesman due to inactivity. Withdrawn leads move to **Lead Stock** and can be reassigned.

[![image.png](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-06/scaled-1680-/rWGimage.png)](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-06/rWGimage.png)

---

## Main Switch

<table id="bkmrk-setting-description-"><thead><tr><th>Setting</th><th>Description</th></tr></thead><tbody><tr><td>**Withdraw Leads**</td><td>Master ON/OFF switch for the entire withdraw feature.</td></tr><tr><td>**Working Days**</td><td>Which days of the week the withdraw rules apply (e.g., Sunday–Thursday).</td></tr><tr><td>**Working Hours**</td><td>The time window during which withdraw rules are active (e.g., 11:00 AM – 10:00 PM).</td></tr></tbody></table>

---

## Withdraw Settings

<table id="bkmrk-setting-description--1"><thead><tr><th>Setting</th><th>Description</th></tr></thead><tbody><tr><td>**Withdraw by Call Center**</td><td>When ON, allows the call center team to manually withdraw leads from salesmen.</td></tr><tr><td>**Fresh Leads (in hours)**</td><td>How long a lead can sit in Fresh Leads without action before being withdrawn.</td></tr></tbody></table>

---

## Withdraw by State

Set specific withdrawal timeframes per lead state. Leave blank to disable withdrawal for that state.

> 💡 Only states that have a **Next Action Date** set will appear here. States without a next action date will not show up in this section.

> 💡 Only states that have a **Next Action Date** set will appear here. States without a next action date will not show up in this list.

<table id="bkmrk-state-setting-planne"><thead><tr><th>State</th><th>Setting</th></tr></thead><tbody><tr><td>**Planned Meeting**</td><td>Hours of inactivity before withdrawal.</td></tr><tr><td>**Pending**</td><td>Hours of inactivity before withdrawal.</td></tr><tr><td>**Unreachable**</td><td>Hours of inactivity before withdrawal.</td></tr><tr><td>**After Meeting**</td><td>Hours of inactivity before withdrawal.</td></tr><tr><td>**Low Budget**</td><td>Hours of inactivity before withdrawal.</td></tr><tr><td>**Following**</td><td>Hours of inactivity before withdrawal.</td></tr><tr><td>**Meeting**</td><td>Hours of inactivity before withdrawal.</td></tr></tbody></table>

---

## Exceptions

<table id="bkmrk-setting-description--2"><thead><tr><th>Setting</th><th>Description</th></tr></thead><tbody><tr><td>**Exceptions Lead IDs**</td><td>Leads with these Lead IDs will **not** be withdrawn, even if inactive.</td></tr><tr><td>**Exceptions Sources**</td><td>Leads from these sources will **not** be withdrawn automatically.</td></tr></tbody></table>

---

## Ticket-Related Withdraw

<table id="bkmrk-setting-description--3"><thead><tr><th>Setting</th><th>Description</th></tr></thead><tbody><tr><td>**Withdraw Ticket**</td><td>When ON, leads associated with a support ticket can be withdrawn.</td></tr><tr><td>**Remove Ticket Assignment After (hours)**</td><td>How long before the ticket assignment is removed automatically.</td></tr></tbody></table>

---

## How Withdraw Works with Delay Notifications

The system follows this sequence:

1. Lead becomes inactive (no action taken).
2. **Delay notifications** start firing — alerting the salesman and manager (configured in Notifications Settings).
3. Once the withdraw timer expires, the lead is **automatically withdrawn** and moved to Lead Stock.

> 💡 Set your **delay hours** to be less than your **withdraw hours** so the salesman gets a warning before the lead is taken away.

---

## Key Things to Know

- Withdrawn leads move to **Lead Stock** — they are not deleted.
- From Lead Stock, they can be reassigned manually or via Rotation.
- Withdraw rules only apply during the configured **working days and hours**.
- Use **Exceptions** to protect important lead sources or campaigns from being auto-withdrawn.

# CIL

## Overview

**CIL (Client Information Letter)** settings control how and when CIL reminders are sent to clients and brokers.

[![image.png](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-06/scaled-1680-/X2Vimage.png)](https://knowledge-base.profitcrm.net/uploads/images/gallery/2026-06/X2Vimage.png)

---

## CIL Settings

<table id="bkmrk-setting-description-"><thead><tr><th>Setting</th><th>Description</th></tr></thead><tbody><tr><td>**Resend CIL Reminder**</td><td>When ON, the system automatically resends CIL reminders.</td></tr><tr><td>**Resend CIL Reminder States**</td><td>Select which lead states trigger a CIL reminder resend.</td></tr><tr><td>**Resend CIL Reminder Time (in hours)**</td><td>How many hours after the original CIL before the reminder is resent.</td></tr><tr><td>**Internal CIL Log Mail**</td><td>Sends an internal email log when a CIL is issued.</td></tr><tr><td>**Broker CIL Conditions**</td><td>Defines the conditions under which a CIL is sent to brokers.</td></tr></tbody></table>