Glossary

Terms used across this training

Definitions kept intentionally short. Refer back whenever a word feels unclear.

These definitions are written for practical CRM building. Some platform labels may change over time, but the concepts stay useful.

CRM Foundations

Contact: A person or company record in the CRM.
Contact record: The main profile where a contact's details, messages, tags, fields, tasks, and activity history are stored.
Company: A business or organization connected to one or more contacts.
Opportunity: A specific deal, request, job, appointment path, or sales process attached to a contact.
CRM: A system used to manage contacts, opportunities, communication, follow-up, and reporting.
Build-Before-Automate Method: The training method used on this site: plan the CRM structure first, then build automation after the process is clear.
Operating path: The planned route a lead or contact follows through the CRM from entry to outcome.

Pipelines and Sales Process

Pipeline Week 1: A named process made of ordered stages.
Stage Week 1: One step in a pipeline that reflects real business movement.
Opportunity stage Week 1: The current position of an opportunity inside a pipeline.
Entry condition Week 1: The rule that explains when an opportunity should enter a stage.
Exit condition Week 1: The rule that explains when an opportunity should leave a stage.
Won Week 1: A final opportunity outcome meaning the business goal was reached, such as a sale, signed agreement, or approved client.
Lost / Not a Fit Week 1: A final opportunity outcome meaning the opportunity is not moving forward.
Follow-Up Later Week 1: A holding stage or status for a valid opportunity that is not ready now but should be reviewed again.
Pipeline movement Week 1: The process of moving an opportunity from one stage to another, either manually or through automation.

Tags, Fields, and Data

Tag Week 2: A short label used to find, group, filter, trigger, or exclude contacts.
Source tag Week 2: A tag that identifies where a contact came from, such as source-website or source-linkedin.
Interest tag Week 2: A tag that identifies what a contact is interested in.
Status tag Week 2: A tag that identifies a broad relationship status, such as status-client or status-past-client.
Internal tag Week 2: A tag used by the team for internal review, cleanup, or handling.
Custom field Week 2: A field that stores structured data on a contact or opportunity.
Custom value Week 2: A reusable account-level value referenced across templates, workflows, messages, and pages.
Field mapping Week 2: The process of connecting a form field, import column, or data source to the correct CRM field.
Dropdown option Week 2: A fixed answer choice inside a custom field.
Smart list Week 2: A saved filter of contacts that updates automatically.
Segment Week 2: A group of contacts based on shared attributes, behavior, tags, or field values.
Import tag Week 6: A dedicated tag applied to every contact in a specific import batch.
CSV import Week 6: A spreadsheet-based contact upload into the CRM.
Duplicate contact Week 6: Two or more records that appear to represent the same person or business.
Data hygiene Week 6: The practice of keeping contact records, tags, fields, imports, and sources clean and usable.

Calendars and Appointments

Calendar Week 4: A booking surface with availability, appointment rules, forms, reminders, and routing.
Booking link Week 4: A public or private link that lets someone schedule an appointment.
Appointment flow Week 4: The full path from booking to confirmation, reminder, attendance, follow-up, and pipeline update.
Solo calendar Week 4: A calendar used when one person owns the appointment.
Service calendar Week 4: A calendar used when the appointment is tied to a specific service or appointment type.
Group calendar Week 4: A calendar used when multiple people can book the same event or time slot.
Round-robin calendar Week 4: A calendar that distributes bookings across multiple available team members.
Collective calendar Week 4: A calendar that requires multiple internal team members to be available for the same appointment.
Buffer Week 4: Extra time before or after an appointment to protect the schedule.
Minimum notice Week 4: The shortest amount of time allowed before someone can book an appointment.
No-show Week 4: An appointment where the contact does not attend.
Reschedule Week 4: A change to the original appointment time.

Workflows and Automation

Workflow Week 5: An automated series of actions triggered by an event.
Trigger Week 5: The event that starts a workflow.
Action Week 5: A single step performed by a workflow.
Wait step Week 5: A delay inside a workflow before the next action runs.
If/else branch Week 5: A workflow split based on a condition.
Filter Week 5: A rule that limits who can enter or continue through a workflow.
Stop condition Week 5: A rule that ends or removes a contact from a workflow when the goal is met or the path no longer applies.
Re-entry Week 5: A setting or behavior that controls whether a contact can enter the same workflow more than once.
Internal notification Week 5: A message sent to the team when something needs attention.
Task Week 5: An assigned follow-up action with an owner and due date.
Manual trigger Week 5: A workflow trigger started intentionally by a user instead of automatically.
Workflow history Week 5: The log that shows what happened inside a workflow for a contact.

Lead Capture Assets

Lead capture asset Week 8: Any front-end asset that brings a contact into the CRM or updates an existing record.
Form Week 8: A structured input surface that creates or updates contacts.
Survey Week 8: A multi-step form used for longer intake, qualification, or feedback flows.
Landing page Week 8: A focused page built around one offer, resource, action, or conversion path.
Funnel Week 8: A short, focused series of pages built for one conversion goal.
Website Week 8: A larger set of pages used for ongoing information, trust, education, and navigation.
Thank-you page Week 8: The page someone sees after submitting a form, booking, or completing an action.
QR code Week 8: A scannable code that sends someone to a specific URL, form, calendar, or page.
Source tracking Week 8: The practice of recording where a lead came from.
UTM Week 8: A tracking parameter added to a URL to help identify source, medium, campaign, or content.
Document Week 8: A proposal, agreement, estimate, intake form, application, waiver, or other file sent for review or completion.
Document status Week 8: The tracked state of a document, such as sent, viewed, signed, declined, expired, or completed.

Email, SMS, and Deliverability

Email campaign Week 7: A planned set of emails sent to a defined audience for a specific goal.
Nurture sequence Week 7: A sequence of follow-up messages designed to educate, remind, or move a contact toward the next step.
Broadcast Week 7: A one-time message sent to a selected audience.
Transactional message Week 7: A message sent because of a specific action, such as a confirmation, receipt, or appointment reminder.
Deliverability Week 7: The ability of email messages to reach inboxes reliably.
Sending domain Week 7: The domain used to send email messages from the CRM.
SPF Week 7: An email authentication record that helps identify which servers can send email for a domain.
DKIM Week 7: An email authentication method that helps verify a message was not altered in transit.
DMARC Week 7: An email policy record that helps receiving mail servers decide how to handle messages that fail authentication.
Bounce Week 7: An email that could not be delivered.
Complaint Week 7: A signal that a recipient marked a message as spam or unwanted.
Unsubscribe Week 7: A contact's request to stop receiving certain email messages.
A2P Week 3: Application-to-person messaging, the SMS category most businesses use when software sends texts to people.
Opt-in Week 3: A contact's permission or request to receive certain messages.
Opt-out Week 3: A contact's request to stop receiving certain messages.
Do-not-contact Week 3: A status, tag, or setting used to prevent further outreach to a contact.
Missed-call text-back Week 3: An automated SMS sent after a missed phone call, if properly configured and allowed.

Reporting and Cleanup

Dashboard: A reporting view that shows selected metrics, activity, or performance information.
Report: A view or summary that helps the business understand CRM activity and outcomes.
Lead source: The place, campaign, form, channel, or asset that produced a lead.
Conversion: A desired action, such as a form submission, booking, signed document, purchase, or won opportunity.
Audit: A structured review of CRM assets, data, workflows, campaigns, reports, and cleanup needs.
Archive: To keep an old asset out of active use without necessarily deleting it.
Cleanup Week 6: The process of reducing clutter, removing duplicates, fixing errors, and improving CRM reliability.
Import batch Week 6: A group of contacts uploaded together and tracked with a shared tag or source value.
Source reporting: Reporting that shows where leads, bookings, opportunities, or clients came from.

Agency and Account Structure

Agency view: The top-level view that manages multiple subaccounts.
Subaccount: A tenant or location inside an agency account that holds one business's data, users, settings, and assets.
Location: Another common term for a subaccount or business workspace.
Snapshot: A saved configuration that can be applied to another subaccount.
User: A person with access to the CRM.
Permission: A setting that controls what a user can view, edit, or manage.
Owner: The user responsible for a contact, opportunity, conversation, task, calendar, workflow, or process.
SaaS mode: A platform or agency configuration used to package and manage CRM access for clients, where applicable.