From chat to deal: using the built-in CRM pipeline
Add a Save CRM lead step to any flow to turn a chat, call, form or payment into a pipeline lead, then move it across stages on a Kanban board with notes, tasks and reminders. Connect a Razorpay payment trigger to move a deal to 'Paid' automatically the moment money arrives, and export any view when you need the data elsewhere.
- A Save CRM lead step in any flow turns a conversation into a pipeline lead automatically.
- Leads move across stages on a Kanban board, with notes, tasks and reminders assignable to teammates.
- A payment trigger can move a deal to 'Paid' the instant a Razorpay payment is captured.
- The CRM is included from the Starter plan — no separate module to buy.
- Contacts and CRM leads are matched by phone, so the same person's chat and call history sits on one record.
Prerequisites
Nothing extra to buy. The CRM pipeline is included from the Starter plan (₹999/month, excluding GST) alongside contacts and forms. What you do need is a clear set of pipeline stages that match how your business actually sells (e.g. New → Contacted → Quoted → Paid → Lost), decided before you start saving leads, so you're not restructuring the board after data has already piled up.
It also helps to agree who owns which stage transition before launch, sales moves a lead from Quoted to Paid, but who moves a stalled lead to Lost, and after how long. Leaving that undefined tends to leave a pipeline cluttered with old, dead leads nobody wants to close out.
The exact click path
- In the flow builder, add a Save CRM lead step wherever a conversation should become a pipeline entry.
- Map the fields you want captured: name, phone, interest, budget, whatever your business tracks.
- Open the CRM page to see leads on a Kanban board, and drag a card between stages as a deal progresses.
- Add notes, tasks and reminders to a lead, assigning them to a teammate.
Worked example: chat to paid deal
A customer asks about a service on WhatsApp; the flow's AI Reply answers questions, then a Save CRM lead step creates a lead in the 'New' stage with their interest noted as a variable. A salesperson moves it to 'Quoted' after a call, and shares a Razorpay payment link generated by a payment step. The moment that payment is captured, a connected payment trigger automatically moves the deal to 'Paid'. No one has to remember to update the board manually.
Because the lead, the payment link and the CRM stage all reference the same underlying contact, a manager glancing at the pipeline sees an accurate, current picture without asking the sales team for a status update.
Automating with payment triggers
Connect your own Razorpay account under Payment Triggers, subscribe to the payment.captured event in Razorpay's dashboard, and pick the flow or stage update it should fire. Every payment webhook is HMAC-verified with your own secret and de-duplicated, so a customer is never charged twice for the same event or messaged twice for one payment.
Once this is wired up once, it keeps working silently in the background. Sales stops needing to check a bank statement or ask a customer to confirm payment before moving a deal, since the CRM already knows the moment Razorpay does. The same pattern works for other payment gateways connected through your integrations, and for any other webhook-driven event you want reflected on the board, such as a delivery confirmation or a signed contract, without a person manually updating a card.
Notes, tasks and staying on top of a pipeline
A pipeline only earns its keep if leads actually get followed up on time. Add a task with a due date the moment a lead needs a next action, such as a callback, a quote to send or a follow-up message, rather than relying on someone remembering to scroll through the board. Assignees are notified when something is due, which turns the CRM from a passive record into an active worklist.
Use notes for context a future teammate would need (what was discussed, what was promised) so a handover between two salespeople does not lose the thread of the conversation.
Troubleshooting
| Symptom | Likely fix |
|---|---|
| Lead never appears in CRM | The Save CRM lead step is missing from that branch of the flow, or its field mapping is broken. Check both. |
| Duplicate leads for the same person | Leads are matched by phone number. Check the same contact wasn't captured with two different number formats. |
| Stage doesn't move automatically after payment | The payment trigger isn't connected, or the webhook secret in Razorpay doesn't match what's saved in Convo360. |
| Assignee not notified about a task | Check their notification settings and that the task was actually assigned to them, not left unassigned. |
| Fields show blank on a lead | The variable name used in Save CRM lead doesn't match the one set earlier in the flow. Names are case-sensitive. |
What to test before going live, and cost
- Send a test message through the whole flow and confirm a lead appears with the right fields.
- Move it manually through each stage and confirm nothing breaks.
- Make a small real (or sandbox) payment and confirm the stage updates automatically.
- Export a view and confirm the data looks correct for whatever you plan to do with it externally.
The CRM pipeline is included from Starter (₹999/month, excluding GST), with no extra charge per lead or per stage. Payment gateway fees (Razorpay's own rate) are separate from Convo360's plan fee.
The real cost worth watching is not the platform fee but neglect. A pipeline with stale, unassigned leads costs far more in missed revenue than anything Convo360 charges for running it, and a five-minute weekly review of the board, ideally on a recurring calendar reminder, catches most of that drift before it becomes a real problem.
Step by step
- Decide your pipeline stagesDefine stages that match how your business actually sells before saving leads.
- Add a Save CRM lead stepDrop it into the flow wherever a conversation should become a pipeline entry, and map the fields.
- Work the Kanban boardMove leads between stages, adding notes, tasks and reminders as needed.
- Connect a payment triggerSubscribe to Razorpay's payment.captured event to move deals to Paid automatically.
- Test and exportRun a test lead through the whole pipeline and export a view to confirm the data is correct.
Example conversation
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Frequently asked questions
Does the CRM cost extra on top of my plan?
No, the CRM pipeline is included from the Starter plan (₹999/month, excluding GST) with no separate charge per lead or per stage. The only related cost is your payment gateway's own transaction rate if you connect Razorpay, which is separate from Convo360's plan fee.
How does a chat become a CRM lead?
Add a Save CRM lead step to your flow at the point a conversation turns into a real enquiry. It creates or updates a lead automatically with the fields you map, such as name, phone, interest or budget, and drops it onto the Kanban board in whichever stage you choose.
Can a payment move a deal to 'Paid' automatically?
Yes, connect your Razorpay account under Payment Triggers and subscribe to the payment.captured event. The deal's stage updates the moment payment is confirmed, since every webhook is HMAC-verified and de-duplicated, so no one on the sales team has to manually check a bank statement first.
Can I assign tasks and reminders to teammates?
Yes, add notes, tasks and reminders to any lead and assign them to a specific teammate. The assignee is notified when something's due, which turns the CRM into an active worklist rather than a board someone has to remember to check.
Can I export my CRM data?
Yes, filter and search across contacts and leads, and export any view when you need it in another system, for example to share a monthly report or reconcile it against your accounting software rather than working from the live board directly.
Related reading
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