Troubleshooting and Glossary
24.1 Common Workflow Problems What you see Likely reason What to do next A lead or customer is missing It is assigned to another salesperson or is unassigned Ask a CRM manager or o...
24.1 Common Workflow Problems
| What you see | Likely reason | What to do next |
|---|---|---|
| A lead or customer is missing | It is assigned to another salesperson or is unassigned | Ask a CRM manager or owner to review assignments |
| Qualify is blocked | Budget, need, decision maker, or purchase timeline is incomplete | Complete the qualification checklist and try again |
| A deal cannot move stage | The destination stage has required fields, checklist items, or follow-up rules | Open the stage requirements and complete the missing evidence |
| Send is unavailable | The document is not ready, the customer has no usable email, or permission is missing | Review readiness, recipient, ownership, and send permission |
| Email delivery failed | Tenant mail settings or recipient delivery failed | Read the delivery error, correct the cause, and use resend; do not create another document |
| A customer requested changes | The issued version is immutable | Create a revision, update the new draft, then issue that version |
| Conversion is blocked | The document is not accepted or it was already converted | Review the response and conversion link on the document activity timeline |
| Accounting invoice is missing | Accounting is disabled, the bridge is not configured, or sync failed | Keep the CRM invoice draft, enable or repair the bridge, then use retry sync |
| Customer archive is blocked | Open deals, documents, activities, conversations, contracts, or sequences still exist | Resolve the blocker shown by the archive action before retrying |
24.2 Key Terms
- Lead — An enquiry moving through qualification.
- Customer — The durable relationship record used by CRM workflows.
- Owner / Assigned salesperson — The team member currently responsible for an active record.
- Deal — A revenue opportunity progressing through a pipeline.
- Next activity — The specific follow-up that keeps a deal from becoming stale.
- Estimate — A non-posting proposal that may precede a proforma or draft invoice.
- Proforma — A formal non-posting commercial document issued before invoicing.
- Issued snapshot — The frozen content used by the sent email, PDF, and customer portal.
- Revision — A new editable version created without overwriting the issued snapshot.
- CRM draft invoice — The invoice created after an accepted commercial document; it does not post to the GL by itself.
- Dual mirror — Optional synchronization from CRM into an Accounting draft invoice.
24.3 Getting Useful Help
When reporting a problem, provide the business, CRM screen, record number, action attempted, visible status, and displayed error message. Do not send passwords, signed portal links, API keys, or customer financial data in an ordinary support message.