Training guide · Customers & CRM

From first contact to closed deal, in one queue

The Customer Directory is your book of record — every account NiyuSuite knows about. CRM is where a prospect becomes one of those accounts: leads come in from Facebook, your website, or a form, get scored and routed to an owner, worked through a pipeline, and either convert to a customer or get marked lost. Support Tickets runs alongside it as a separate queue for after-the-sale issues. Mass Email Campaigns is how you talk to that whole list at once — to opted-in contacts only, with delivery tracked back to the same lead and customer records.

Modules Customer Directory, CRM, Support Tickets, Email Campaigns Access needed Customers module (Email Campaigns also needs Marketing) Time ~18 minutes

Customers → Customer Directory

Customer Directory

Every account on file, in one searchable table — 532 of them on this tenant. This is the record CRM eventually feeds into: a lead that's won gets converted into a row here.

Find and filter customers

Search by name, phone, email, or company. Narrow further by preferred office, pricing tier (Bronze/Silver/Gold), or marketing status — a fast way to pull, say, every account with a credit hold or every unsubscribed contact before a campaign.

Customer Directory · 532 total

Customer	Contact	Marketing	Account	Terms	Actions
137 Mott Pharmacy Inc Bronze	sutariapankit@gmail.com ABN: —	Marketing OK	$0.00 balance No limit · $0.00 lifetime	Net 30 (30d) 0 points	360 · Edit · Portal Link · History · Del
161st St Pharmacy Surgical Supplies Bronze	161streetpharmacy@gmail.com ABN: —	No consent	$0.00 balance No limit · $0.00 lifetime	Net 30 (30d) 0 points	360 · Edit · Portal Link · History · Del

The "360" action — opens a full customer 360 view (orders, invoices, loyalty, communication history) in one place, rather than hunting across Sales History, Accounting, and CRM separately.

Customers → CRM

CRM

Lead inbox, owner follow-ups, duplicate checks, and quote handoff — everything between "someone showed interest" and "they're a paying customer." Leads can arrive automatically (a Facebook comment, a public lead capture link) or be added manually.

Start on the lead inbox

CRM opens on a work queue, not a plain list: today's follow-ups due, where leads are coming from, and a data-quality check for possible duplicates — all before you even open a single lead.

CRM · Lead inbox

Total Leads

123

Open Pipeline

123

Tasks Due

112

Stale / Overdue

112

Hot Leads

Weighted Forecast

$0.00

Today's CRM work queue

Lead	Score	Follow-up
sutariaankit@yahoo.com	Nurture 38	Due 2026-07-07 — action was due
bgillis@parkshoredrug.com	Nurture 38	Due 2026-07-24 — action was due
amanda@penpharmrx.com	Nurture 38	Due 2026-07-24 — action was due

Source performance

Source	Leads
Email Campaign	113
Facebook Comment	5
UAT Test	2
Website	2

Worth a look — 112 of 123 leads are stale/overdue on this tenant right now. That's exactly what this work queue is for: it surfaces the backlog instead of hiding it in a list you have to sort yourself.

Open a lead record

Every lead carries a score (how engaged they are — email captured, pages visited, replies), a health label, and an AI-suggested next best action. From here you log activity, create an opportunity, schedule a meeting, or convert straight to a customer.

UAT Phase 7 Lead

Status

New

Priority

Normal

Score

Cold 30

Health

Healthy

Owner

UAT

Weighted Value

$0.00

Lead score explanation — Email captured +10

Opportunity forecast — Expected close: not set · Probability: 20% · Forecast: $0.00

Next best action — Enroll in 3-touch sequence. Use a polite follow-up sequence instead of one-off emails.

Edit LeadMark Action Done Convert to CustomerCreate Opportunity Schedule MeetingCreate Quote WonLost

Logging activity — the Add Activity panel accepts a Note, Call, Email, WhatsApp message, or Meeting — every touch feeds the Unified Timeline, so a lead's full history is visible in one scroll, not scattered across email and memory.

The rest of the CRM toolbar

Beyond the lead inbox, the same header gives you the tools around it — pipeline view, automation, and reporting:

Pipeline Board is the Kanban view of the same leads/opportunities grouped by stage (New → Contacted → Qualified → Quoted → Won/Lost) for a visual read of the pipeline instead of the table. Sequences and Workflows automate the follow-up cadence (like the 3-touch sequence suggested on the lead above) so nurture doesn't depend on someone remembering to send it. Data quality flags possible duplicate leads before they split a customer's history across two records.

Lead Capture Link — a public, hosted form (no login needed) you can share or embed on a website — every submission lands directly in this inbox, pre-tagged with its source.

Support Tickets — a separate queue, on purpose

Tickets are after-the-sale issues — complaints, questions, faults — kept independent of CRM Leads so a support team can work their own queue without wading through sales pipeline noise. Same underlying customer, different job.

Support Tickets

Total Tickets

Open / In Progress

Unassigned (Open)

Urgent (Open)

Ticket	Customer	Category	Priority	Status	Updated
T000002	ankit	Complaint	Normal	Open	19/07/2026
TCK-MROLLFRWAAD9	Aafaq Sheikh	Complaint	Normal	Resolved	19/07/2026
TCK-MROKAB82290E	Aafaq Sheikh	Complaint	Normal	Resolved	17/07/2026

6 of 6 open tickets are unassigned on this tenant. That's the first thing worth checking here — an unassigned open ticket has nobody accountable for it until someone claims it.

Ticket Capture Link — same idea as the Lead Capture Link — a public hosted form customers can use to raise a ticket without needing portal access.

Marketing → Email Campaigns

Mass Email Campaigns

Build, review, and send opted-in marketing emails without going into Settings. It draws on the same customer and lead records as CRM — the audience, consent status, and every open/click/bounce all feed back into those records, not a separate marketing silo.

Read the campaign list before sending anything

The page opens on your draft and sent campaigns, each with live engagement numbers, plus an audience snapshot at the top — how many contacts are actually eligible to receive email right now.

Mass Email Campaigns

Draft Campaigns

Eligible Contacts

115

Missing Consent

511

Suppressed

Duplicate Emails

Email sender connected. Provider: NiyuSuite Delivery API. From: Support@rxfortis.com.

Campaign	Audience	Status	Sent	Opened	Clicked	Failed
RxFortis "Is your pharmacy audit-ready? RxFortis makes sure."	Smart List: Campaign 1 121 opted-in recipients	Sent	119	108	109	3
UAT Phase 7 Campaign	UAT test — all 0 opted-in recipients	Draft	0	0	0	0

511 contacts are missing consent on this tenant — they simply won't be included in any send, opted-in-only is enforced automatically, not something you need to filter for by hand.

Sender setup and deliverability

Email Setup is where you connect a sending provider: the NiyuSuite Delivery API (SMTP2GO under the hood), Mailbux, plain SMTP, or a provider-draft integration (Brevo/Mailchimp). Sending domain authentication (SPF/DKIM) is verified live against the provider, not just self-attested with a checkbox.

Sync Failed Emails pulls bounce/reject/spam events on demand and automatically unsubscribes those addresses so future campaigns don't keep hitting them — works for both Mailbux and the NiyuSuite Delivery API. For NiyuSuite Delivery API senders there's also Set Up Bounce Webhook, which catches the same failures in real time going forward; the manual sync is best for backfilling anything from before the webhook was registered.

Smart Lists let you target a saved segment (like "Campaign 1" above) instead of your entire eligible audience every time. Preview Audience shows exactly who a send would reach — eligible, synced, failed, suppressed — before you commit to sending anything.