Aventora CRM — User Guide

Version: 1.0 Last updated: September 2026 Audience: Sales representatives, service coordinators, and team leads using Aventora CRM day to day.

This is the end-user guide. It assumes Aventora CRM is already operational, Engagement Hub is already connected, and your workspace industry experience is already applied. Prefer to watch? Use the CRM video tutorials.

Document	Who it is for
This user guide	People who open CRM and do relationship, pipeline, cockpit, campaign, Engage, and calendar work
CRM video tutorials	The same topics as short walkthrough videos
CRM complete guide	Operators, administrators, and integrators: deployment, provisioning, SSO, environment, CLI
Laravel integration	Partner/host technical integration
Gmail IMAP setup	Mailbox connection when an administrator sets up sync

Workspace administrators still have Settings and Administration in this guide. Those sections are setup reference, not daily sales work.

Introduction
Your Workspace and Industry Presets
Navigating Aventora CRM
- In-app help
Core Records
Working with Records
Sales Cockpit
- 6.1 Campaign landing pages
Engage by Aventora
- How to write the Instruction
Settings
Administration
- Workflow templates

1. Introduction

What is Aventora CRM?

Aventora CRM is your central workspace for managing client relationships, deals, and follow-up activity. It gives your team one shared view of every contact, company, and opportunity — so nothing falls through the cracks and everyone has the same picture of where each relationship stands.

Aventora CRM is built for teams that operate in relationship-driven industries: insurance, mortgage, financial advising, real estate, and general sales. Rather than a one-size-fits-all database, your workspace is configured to match the way your industry works, with terminology, pipeline stages, and client fields that make sense for your business.

How Aventora CRM and Engagement Hub work together

Aventora CRM is one of two applications in the Aventora platform:

Application	What it's for
Aventora CRM	Your contact database, deal pipeline, tasks, notes, and activity history
Aventora Admin (Engagement Hub)	Outreach campaigns, phone and SMS automation, live chat queue, and email sequences

The two applications are linked. When your team starts a call, sends a message, or runs an email campaign from Engagement Hub, the outcome is automatically written back to the matching contact record in Aventora CRM. You do not need to copy and paste notes between systems — activity synchronizes automatically.

You can also start outreach directly from a contact record in Aventora CRM using the Engage by Aventora feature (see Part 7).

Aventora CRM (contacts, pipeline, history)
      ↕
Aventora Engagement Hub (calls, SMS, email campaigns, live chat)

Who this guide is for

This guide is written for anyone who works in Aventora CRM day to day:

Role	What to focus on
Sales representative	Parts 2–7 — presets, contacts, pipeline, Cockpit, engagement
Service coordinator	Parts 3–5 — navigation, records, tasks, notes
Team lead / manager	Part 6 — Sales Cockpit (team view)
Workspace administrator	Parts 8–9 — settings and administration (setup; not required to follow the end-user tutorials)

Before you begin

Your Aventora CRM workspace should already be set up and connected to Engagement Hub by your Aventora administrator. If you have not received a login link, contact your team's workspace admin.

2. Your Workspace and Industry Presets

2.1 What is a Preset?

When your Aventora CRM workspace is created, it is configured with an industry preset. A preset is a complete configuration package that shapes your CRM to match the terminology and workflow of your industry. It controls:

What your records are called — The three core record types in Aventora CRM are a contact, a company, and a deal. In a mortgage workspace those become Borrower, Lender, and Mortgage. In a real estate workspace they become Contact, Brokerage, and Deal.
What fields appear on each record — A mortgage contact has fields for credit score, purchase price, and closing date. An insurance client has underwriting and book-of-business fields (for example marital status, market, and products discussed); policy type, premium, and renewal date live on related Policy records. Fields that are irrelevant to your industry do not appear.
Your pipeline stages — Each industry has a different sequence of stages a deal moves through. An insurance policy pipeline runs from Lead to Active Client. A mortgage pipeline runs from Lead to Funded.
Your saved views — Smart lists that are pre-built for your workflow appear in the sidebar. An insurance workspace has views like Renewals Due This Month and Policies Expiring Soon. A real estate workspace has Hot Leads, Active Buyers, and Active Sellers.
Your dashboards — Widgets on your home dashboard are selected to match the metrics your industry tracks: premium volume, assets under management, deals funded, or buyer pipeline value.
Your Engage defaults — Custom Start Aventora opens with the preset’s default channel, type, and instruction. You can still change them in the dialog, or in Settings → Apps.

A preset is set at workspace creation and does not change after setup. If you are unsure which preset your workspace uses, see Section 2.2.

There are five presets available in Aventora CRM:

Preset	Industry	Contact label	Company label	Deal label
Generic	General sales / any industry	Person	Company	Opportunity
Insurance	Insurance agents and brokers	Client	Employer	Quote
Mortgage	Mortgage agents and brokers	Borrower	Lender	Mortgage
Financial Advisor	Wealth and financial planning	Client	Household	Plan
Real Estate	Real estate agents and teams	Contact	Brokerage	Deal

2.2 How to Identify Your Preset

Sign in to Aventora CRM.
Look at the left sidebar. The label next to the contacts icon tells you what your workspace calls a contact.
- If you see People → you are on the Generic preset.
- If you see Clients and deal label is Quotes → you are on the Insurance preset.
- If you see Borrowers → you are on the Mortgage preset.
- If you see Clients and deal label is Plans → you are on the Financial Advisor preset.
- If you see Contacts and deal label is Deals → you are on the Real Estate preset.
You can also look at a contact record — the field groups visible on that record confirm your preset.

Use this table when you want one clear mapping between the standard CRM entity names used in this guide and what those entities are called in each preset and left menu.

Canonical entity name (this guide)	Generic	Insurance	Mortgage	Financial Advisor	Real Estate
Contact entity	Person / People (menu)	Client / Clients (menu)	Borrower / Borrowers (menu)	Client / Clients (menu)	Contact / Contacts (menu)
Company entity	Company / Companies (menu)	Employer / Employers (menu)	Lender / Lenders (menu)	Household / Households (menu)	Brokerage / Brokerages (menu)
Deal entity	Opportunity / Opportunities (menu)	Quote / Quotes (menu)	Mortgage / Mortgages (menu)	Plan / Plans (menu)	Deal / Deals (menu)

Insurance workspaces also include a Policy custom object (one or more policies per client). Real estate workspaces include a Listing custom object (one or more listings per contact).

In short: the underlying CRM structure is always Contact, Company, and Deal entities, while the visible labels and menu names change by preset. Industry presets may also seed additional custom objects.

2.3 Generic Preset

Who it is for: Teams that do not fit a specific industry or prefer a standard sales workflow.

Record labels: People, Companies, Opportunities

Pipeline Stages

Stage	Meaning
Lead	New prospect, not yet contacted
Contacted	First contact made
Qualified	Prospect confirmed as a fit
Proposal	Proposal or quote delivered
Negotiation	Terms being discussed
Won	Deal closed and won

Saved Views

View name	Who to expect here
New Leads	Recently added prospects not yet contacted
Active Opportunities	Deals currently in progress
Closing This Month	Deals with a close date in the current month
Stale Deals	Deals with no recent activity

Dashboard Widgets

Pipeline Overview — value and count by stage
Deals Closing Soon — deals with upcoming close dates
New Leads — recently added prospects
Revenue Forecast — projected revenue based on stage weighting

Automation Rules (when enabled)

Rule	What it does
AI Suggested Actions	Surfaces high-engagement or stalled opportunities for follow-up
Lead Follow-Up	Prompts action when a lead has had no contact
Deal Review	Flags deals that have not moved stages
Missed Call Follow-Up	Queues a callback when a call was not answered
No Reply Follow-Up	Prompts follow-up when an outreach attempt had no response

2.4 Insurance Preset

Who it is for: Insurance agents and brokers managing individual clients, employers, quotes, and in-force policies across life, health, property, auto, and commercial lines.

Record labels: Clients, Employers, Quotes

Insurance also seeds a Policy custom object related to each client (one client can have many policies).

Quote Pipeline Stages

Stage	Meaning
Lead	New prospect, details not yet gathered
Contacted	Initial conversation had
Needs Analysis	Client needs are being assessed
Quote Prepared	Quote calculated and ready
Quote Presented	Quote delivered to prospect
Application Submitted	Application sent to carrier
Issued	Policy has been issued by the carrier
Active Client	Policy in force, ongoing relationship

Client Fields (Insurance)

These fields appear on every client record in an insurance workspace. They capture demographic, underwriting, and book-of-business context for the person.

Field name	Type	Description
Date of Birth	Date	Client's date of birth (used for age-based products)
Folder Name	Text	Client file or folder name
Search Key	Text	Lookup key for the client
Occupation	Text	Client's current occupation
Marital Status	Single / Couple / Married / Divorced / Widowed	Relevant to coverage needs
Children Under 18	Number	Number of children under 18
Children 18 Or Older	Number	Number of children 18 or older
Smoking Status	Non-Smoker / Smoker	Affects underwriting and premium calculation
Risk Class	Preferred / Standard / Substandard	Underwriting risk classification
Country	Text	Country of residence
Province	Text	Province or state
Owner Name	Text	Advisor who owns the relationship
Contact Person	Text	Named contact at a commercial account
Source	Text	Where the client came from
Approach Method	Text	How the team reached the client
Decision Makers	Text	Decision-maker names
Number Of Locations	Number	Number of business locations
Products Discussed	Life / Health / Property / Auto / Commercial	Products already discussed (multi-select)
Market	Hot / Warm / Cold	Relationship temperature
Status	Lead / Engaged Lead / Client	Client lifecycle status (separate from Quote and Policy status)
Relationship Type	Client / Referral Partner / Recruit	How this person relates to the book
Licensed	Yes / No	Whether the person is licensed
Background	Text	Short background summary

Location from a spreadsheet maps to the standard City field. Business name maps to the related Employer (company) record — import employers first if they do not already exist.

The older Dependents count is no longer seeded. Existing insurance workspaces keep that field but it is deactivated when you re-apply the insurance preset.

Policy Object

Each client can have one or more Policy records. Open a client and use the Policies tab (second tab after Timeline), or navigate to Policies in the sidebar. The tab lists each policy with policy number, status, type, carrier, renewal date, and premium at a glance; use Add Policy on the right of the list header (or New Policy when empty) to create one. Expand a row to edit the full field set.

Field name	Type	Description
Policy Number	Text	Carrier policy identifier
Product	Text	Product name on the policy
Policy Type	Life / Health / Property / Auto / Commercial	Category of insurance
Carrier	Text	Name of the insurance carrier
Premium Amount	Currency	Premium amount on the policy
Annual Premium	Currency	Annual premium amount
Deductible Amount	Currency	Deductible on the policy
Coverage Amount	Currency	Total insured coverage amount
Premium Numeric	Number	Premium stored as a plain number
Coverage Numeric	Number	Coverage stored as a plain number
Effective Date	Date	When coverage starts
Expiry Date	Date	When coverage ends
Renewal Date	Date	When the policy is up for renewal
Status	Quote / Application / Active / Lapsed / Cancelled	Current policy state

Notes stay on the Notes timeline, linked to the client.

Saved Views

View name	Who to expect here
New Prospects	Leads that have not yet been contacted
Policies Expiring Soon	Policies with a renewal date set
Renewals Due This Month	Policies renewing within the current month
High Value Clients	Clients flagged for high-value follow-up
Cross-Sell Opportunities	Existing clients likely to benefit from additional coverage
Clients Without Contact In 12 Months	Clients who have not been engaged in over a year
Claims Follow-Up	Clients with active or recent claims to follow up on
Lapsed Policies	Policies with status Lapsed

Dashboard Widgets

Policies Renewing This Month — renewal count and premium at risk
Quotes Pending — quotes in pipeline awaiting decision
Renewals Due — upcoming renewals calendar
Cross-Sell Opportunities — clients flagged for additional product conversations
Active Clients — total active policy count
Premium Volume — total premium under management
Policies At Risk — policies with risk indicators (non-payment, lapse warning)

Automation Rules (when enabled)

Rule	What it does
Renewal Reminder	Notifies agent and triggers outreach before renewal date
Cross-Sell Recommendation	Flags existing clients for additional product conversations
Policy Review Scheduling	Prompts annual review scheduling for active clients
Claims Follow-Up	Queues check-in after a claim is filed
Annual Client Review	Triggers yearly review workflow
Missed Call Follow-Up	Queues a callback after a missed call
No Reply Follow-Up	Prompts follow-up when outreach had no response

Advisor Profiles

Your workspace may be configured for a specific type of insurance advisor. The profile affects which views and automation rules are active by default.

Profile	Description
Personal Lines	Individual auto, home, and life insurance
Commercial Lines	Business policies and group coverage
Benefits Advisor	Group benefits and employee health plans
Broker Owner	Brokerage-level oversight with team visibility
General Insurance Advisor	Full-spectrum insurance across all lines

2.5 Mortgage Preset

Who it is for: Mortgage agents and brokers managing borrowers through the mortgage origination process from lead to funded deal.

Record labels: Borrowers, Lenders, Mortgages

Pipeline Stages

Stage	Meaning
Lead	New prospect, initial details captured
Discovery	Needs assessment conversation underway
Pre-Qualification	Initial affordability assessed
Application Submitted	Full mortgage application filed
Underwriting	Application under review by the lender
Conditional Approval	Approved with conditions outstanding
Approved	Full approval received
Funded	Mortgage closed and funds disbursed

Borrower Fields (Mortgage)

These fields appear on every borrower record in a mortgage workspace.

Field name	Type	Description
Purchase Price	Currency	Target purchase price of the property
Down Payment	Currency	Down payment amount the borrower is providing
Mortgage Amount	Currency	Total mortgage amount being financed
Employment Status	Employed / Self-Employed / Unemployed / Retired	Borrower's employment situation
Annual Income	Currency	Borrower's annual gross income
Credit Score	Number	Borrower's credit score
Mortgage Type	Fixed / Variable / HELOC	Type of mortgage product being sought
Closing Date	Date	Expected or confirmed closing date
Property Address	Text	Address of the property being financed
Property Value	Currency	Appraised or market value of the property

Saved Views

View name	Who to expect here
New Leads	Prospects not yet contacted
Pre-Approvals	Borrowers at pre-qualification or conditional approval
Applications In Progress	Active applications in underwriting
Conditions Outstanding	Approved deals with outstanding conditions
Closing Soon	Deals with upcoming closing dates
Renewals Upcoming	Existing clients with mortgages coming up for renewal
Refinance Opportunities	Past clients who may benefit from refinancing
Past Clients	Funded borrowers available for renewal/referral outreach

Dashboard Widgets

Applications Submitted — applications filed and in process
Deals Closing This Month — funded deals expected this month
Renewals Upcoming — mortgage renewals in the next 90 days
Refinancing Opportunities — past clients where rates suggest refinance value
Funded Volume — total dollar value of funded mortgages
Lead Conversion — lead-to-application conversion rate
Pipeline Value — total value of mortgages in progress

Automation Rules (when enabled)

Rule	What it does
Document Reminder	Follows up with borrowers who have not submitted required documents
Condition Follow-Up	Tracks and follows up on outstanding approval conditions
Rate Review	Alerts when rate changes may benefit a borrower in progress
Renewal Outreach	Triggers renewal conversation 90–120 days before renewal date
Refinancing Opportunity Detection	Flags past clients for potential refinancing
Missed Call Follow-Up	Queues a callback after a missed call
No Reply Follow-Up	Prompts follow-up when outreach had no response

2.6 Financial Advisor Preset

Who it is for: Financial advisors, wealth managers, and financial planners managing client relationships, financial plans, and advisory pipelines.

Record labels: Clients, Households, Plans

Pipeline Stages

Stage	Meaning
Prospect	New potential client, not yet in discovery
Discovery	Learning about the client's financial situation and goals
Financial Review	Detailed analysis of assets, income, and objectives
Plan Presented	Financial plan delivered to the client
Proposal Accepted	Client has agreed to move forward
Implementation	Plan is being put into action
Review Scheduled	Ongoing relationship — next review booked
Ongoing Client	Active client in regular review cycle

Client Fields (Financial Advisor)

These fields appear on every client record in a financial advisor workspace.

Field name	Type	Description
Net Worth	Currency	Client's total estimated net worth
Annual Income	Currency	Client's annual gross income
Retirement Goal	Currency	Target retirement savings/income goal
Risk Tolerance	Conservative / Moderate / Aggressive	Client's investment risk comfort level
Investment Experience	Beginner / Intermediate / Advanced	Client's familiarity with investing
Investment Objective	Text	Primary goal (e.g., growth, income, preservation)
Target Retirement Date	Date	When the client plans to retire
Managed Assets	Currency	Total assets under your management for this client
Last Review Date	Date	Date of most recent portfolio or plan review
Next Review Date	Date	Date of the next scheduled review

Saved Views

View name	Who to expect here
Prospects	Clients in the early stages of the relationship
Review Due	Clients whose review date has passed or is approaching
High Net Worth	Clients above a defined asset or net worth threshold
Retirement Planning	Clients actively planning for retirement
Investment Opportunities	Clients flagged for additional investment conversations
Inactive Clients	Clients with no recent engagement
Referral Opportunities	Satisfied clients who may provide referrals
VIP Clients	High-value clients requiring priority attention

Dashboard Widgets

Reviews Due — clients overdue or upcoming for review
Assets Under Management — total AUM across your book
New Prospects — recently added prospects not yet converted
Referrals Generated — referrals credited to you this period
Client Meetings — upcoming scheduled meetings
Revenue Forecast — projected fees or commissions
Clients At Risk — clients showing disengagement signals

Automation Rules (when enabled)

Rule	What it does
Annual Review Reminder	Triggers review scheduling when next review date approaches
Retirement Planning Follow-Up	Follows up with clients in retirement planning conversations
Referral Request	Prompts a referral ask after a successful milestone
Client Satisfaction Outreach	Sends check-in to clients who have been quiet
Portfolio Review Scheduling	Automates booking for scheduled portfolio reviews
Missed Call Follow-Up	Queues a callback after a missed call
No Reply Follow-Up	Prompts follow-up when outreach had no response

2.7 Real Estate Preset

Who it is for: Real estate agents, listing agents, buyer agents, and team leaders managing buyer and seller relationships.

Record labels: Contacts, Brokerages, Deals

Real estate is unique in Aventora CRM because it uses three separate pipelines rather than one. Each pipeline tracks a different type of relationship: one for buyer clients, one for seller clients, and one for team lead management. Real estate also seeds a Listing custom object so each contact can have one or more property listings.

Contact Types

Every contact in a real estate workspace has a Contact Type field that determines which buyer or seller fields are relevant.

Contact Type	Meaning
Buyer	Client looking to purchase a property
Seller	Client looking to sell a property
Buyer & Seller	Client doing both simultaneously
Investor	Client purchasing for investment purposes
Tenant	Rental client
Landlord	Property owner seeking tenants
Referral Partner	Agent, lawyer, or other professional sending referrals
Past Client	Previously closed buyer or seller

Buyer Pipeline

Stage	Meaning
New Lead	New buyer inquiry received
Contacted	First conversation completed
Qualified	Buyer's needs, budget, and timeline confirmed
Pre-Approved	Mortgage pre-approval obtained
Property Search	Actively searching properties
Showing Scheduled	Showing booked
Offer Submitted	Offer has been made on a property
Conditional	Offer accepted with conditions
Firm Deal	Conditions removed, deal is firm
Closed	Transaction completed

Seller Pipeline

Stage	Meaning
New Seller Lead	New seller inquiry received
Contacted	First conversation completed
Property Evaluation	CMA or property walkthrough completed
Listing Appointment	Appointment booked to present listing
Listing Agreement Signed	Seller has signed the listing contract
Active Listing	Property listed on MLS
Offer Received	Offer submitted by a buyer
Conditional Sale	Offer accepted with conditions
Sold	Conditions removed, property sold

Team Lead Pipeline

Used by teams where leads are assigned to specific buyer or listing agents.

Stage	Meaning
New Lead	Lead received by the team
Assigned	Lead assigned to an agent
Agent Working	Agent has made contact
Qualified	Lead qualified and actively working
Deal Active	Offer or listing in progress
Closed	Transaction completed

Buyer Contact Fields

Field name	Type	Description
Budget Minimum	Currency	Minimum price range the buyer will consider
Budget Maximum	Currency	Maximum price range (affordability ceiling)
Property Type	Detached / Semi-Detached / Townhouse / Condo / Multi-Family / Land / Commercial	Type of property being sought
Bedrooms	Number	Minimum bedrooms required
Bathrooms	Number	Minimum bathrooms required
Preferred Cities	Text	Cities or areas the buyer is targeting
Preferred Neighbourhoods	Text	Specific neighbourhoods of interest
Mortgage Pre-Approved	Yes / No	Whether the buyer has a pre-approval letter
Mortgage Amount	Currency	Approved mortgage amount
First Time Buyer	Yes / No	Flags eligibility for first-time buyer incentives
Target Purchase Date	Date	When the buyer wants to close
Currently Working With a Realtor	Yes / No	Whether the buyer has another agent relationship
Showing Count	Number	Number of showings completed
Last Showing Date	Date	Date of most recent property showing

Seller Contact Fields

Field name	Type	Description
Property Address	Text	Address of the property being sold
Property Type	Detached / Semi-Detached / Townhouse / Condo / Multi-Family / Land / Commercial	Type of property
Current Mortgage	Currency	Outstanding mortgage balance
Estimated Value	Currency	Agent's estimated market value
Desired Sale Price	Currency	Price the seller is hoping to achieve
Listing Date	Date	Date the property was or will be listed
MLS Number	Text	MLS listing identifier
Occupancy Status	Owner Occupied / Tenant Occupied / Vacant	Current state of the property

Listing Object

Each contact can have one or more Listing records for properties they are selling or have listed. Open a contact and use the Listings tab (second tab after Timeline), or navigate to Listings in the sidebar. The tab lists each listing with address, status, list price, beds/baths, and MLS number at a glance; use Add Listing on the right of the list header (or New Listing when empty) to create one. Expand a row to edit the full field set.

Field name	Type	Description
Address	Text	Property street address
Property Type	Detached / Semi-Detached / Townhouse / Condo / Multi-Family / Land / Commercial	Type of property
Bedrooms	Number	Bedroom count
Bathrooms	Number	Bathroom count
List Price	Currency	Asking / list price
MLS Number	Text	MLS listing identifier
Listing Date	Date	Date the property was or will be listed
Status	Draft / Active / Pending / Sold / Expired / Withdrawn	Listing lifecycle status
Listing URL	Links	Link to the online listing

Saved Views

View name	Who to expect here
New Leads	All new contacts not yet contacted
Hot Leads	High-priority leads (temperature = hot)
Warm Leads	Leads in active conversation but not yet committed
Cold Leads	Leads that have gone quiet
Needs Follow-Up	Contacts where a follow-up action is overdue
Active Buyers	Buyer contacts currently searching
Pre-Approved Buyers	Buyers who have mortgage pre-approval
Active Sellers	Seller contacts with active listings
Referral Partners	Contacts flagged as referral sources
Unassigned Leads	Team leads not yet assigned to an agent
Active Listings	Listing records with status Active

Dashboard Widgets

New Leads Today — count of new leads received today
Hot Leads — leads with high engagement or urgency score
Follow-Ups Due — contacts where a follow-up is overdue
Leads Requiring Attention — contacts with signals indicating immediate action needed

Automation Rules (when enabled)

Rule	What it does
Real Estate New Lead	Triggers immediate outreach when a new contact is added
Real Estate Inactive Lead	Flags a lead after 14 days of no activity
Showing Follow-Up	Sends a follow-up after a property showing
Seller Listing Follow-Up	Triggers check-in after a listing appointment
Missed Call Follow-Up	Queues a callback after a missed call
No Reply Follow-Up	Prompts follow-up when outreach had no response

3. Navigating Aventora CRM

When you sign in to Aventora CRM, the left sidebar is your primary navigation. Every section is described below.

Sales Cockpit

Your daily work queue. When the Sales Cockpit is enabled for your workspace, this is your home screen. It surfaces contacts ranked by urgency and provides AI-suggested actions so you always know who to call next. See Part 6 for the full guide.

If Sales Cockpit is not visible in your sidebar, it has not been enabled for your workspace. Contact your workspace admin.

People / Clients / Borrowers / Contacts

(The label depends on your preset.) This is your full contact database — every individual person you are managing a relationship with. This is the most-used section of the CRM.

Companies / Employers / Lenders / Brokerages / Households

(The label depends on your preset.) Your company or organization records. People can be linked to companies, and companies can be linked to deals.

Opportunities / Quotes / Mortgages / Plans / Deals

(The label depends on your preset.) Your deal pipeline. Opportunities represent active deals moving through your pipeline stages. You can view them as a kanban board or a table.

Insurance workspaces also show Policies (in-force coverage records). Real estate workspaces also show Listings (property inventory for contacts).

Tasks

Open action items — things you need to do. Tasks can be linked to a contact, company, or opportunity. They appear in your timeline and can be assigned to team members.

Notes

Free-form notes attached to contacts, companies, or opportunities. Notes appear in the activity timeline and can include attachments.

Dashboards

Custom dashboards with charts and widgets. Your preset includes pre-built widgets for the metrics that matter to your industry. Workspace admins can create additional dashboards.

Workflows

Automated processes that run in the background. When enabled by your admin, workflows can create tasks, update records, start Engagement Hub outreach, or send informational emails through Engagement Hub Outbound Email (for example, "when a policy renewal date is within 30 days, create a task to call the client").

Industry presets also seed draft workflow templates (birthday texts, holiday messages, and industry follow-ups such as a policy renewal reminder). They do not send until an admin activates them. Each template is described in Workflow templates.

When Build using AI is available on the workflow editor, describe the trigger and what should happen in everyday language (or use the pinned Build using AI command). For common automations it fills in Aventora defaults — for example a birthday text uses Date of Birth on the contact and a short greeting, without asking for field names. Outreach only includes people who have the data that action needs: a phone number for SMS or a call, an email for email, and the date the automation is based on (such as Date of Birth). Everyone else is skipped; the run does not fail. It may confirm wording or timing if that is still unclear. It writes a draft on this workflow so you can review the diagram, then Activate yourself. It never creates a second workflow and never auto-activates.

Workflow Send Email (Engagement Hub) emails a Person via an informational Hub engagement (not your connected Gmail mailbox). Use Aventora Engagement / Bulk Engagement / Query Engagement steps for phone, SMS, or email: pick a Cockpit action type from the dropdown, review or edit the prefilled Instruction, then set channel and, for email, subject/body or Hub email layouts.

Settings

Click the gear icon or your workspace name at the bottom of the sidebar to open Settings. Settings are divided into your personal preferences and workspace-wide configuration (admin only). See Part 8.

Search

The search bar at the top of the sidebar searches across all record types — contacts, companies, deals, tasks, and notes — in real time.

Notifications

Aventora CRM does not currently show a notification bell in the production workspace. Mentions and watched-record alerts described in older copies of this guide are not a control you should look for. Use Favorites for records you return to every day, and use Today (Sales Cockpit) for work that needs attention.

Favorites

Records you have starred (contacts, companies, or opportunities) appear in a Favorites section at the top of the sidebar for one-click access. See Favorites / Pinned Records in Part 5 for instructions on how to add or remove a favorite.

In-app help

Most pages and panels show an info icon next to the title. Click it for a short English guide covering what the screen is for, how to use it, common use cases, and common issues. Longer reference material lives on the public docs site.

Documentation in the left sidebar (Other) and in Settings opens the Aventora CRM docs section in a new tab. That includes this user guide and the complete CRM product reference.

4. Core Records

Aventora CRM has six core record types. Understanding each one helps you get the most out of the platform.

4.1 People (Contacts)

A Person record (or Client, Borrower, Contact — depending on your preset) represents an individual you are managing a relationship with. This is the heart of the CRM.

Standard Fields

Every contact record has these fields regardless of preset:

Field	Description
Full Name	First and last name
Email	One or more email addresses (primary is used for outreach)
Phone	One or more phone numbers (primary is used for calls and SMS)
Job Title	The contact's role or title
City	City of residence or work
Address	Street address, city, country, and region. Country starts as Canada, or the country set for your server. Canada shows Province and Postal Code. The United States shows State and Zipcode.
LinkedIn	LinkedIn profile URL
Company	The company or organization this person belongs to
Avatar / Photo	Profile photo
Created By	Which team member added this record
X / Twitter	X (Twitter) profile URL

Preset-Specific Fields

Depending on your preset, additional fields appear below the standard fields:

Insurance workspace: client underwriting fields plus related Policy records — see Section 2.4
Mortgage workspace: borrower financial and property fields — see Section 2.5
Financial Advisor workspace: wealth, investment, and review fields — see Section 2.6
Real Estate workspace: buyer and/or seller fields depending on contact type — see Section 2.7

Tabs on a Contact Record

When you open a contact, you will see several tabs:

Tab	What you find here
Timeline	All activity — emails, calls, notes, tasks, and CRM changes in chronological order
Fields	All the data fields for the contact
Opportunities	Deals linked to this person
Tasks	Open and completed tasks linked to this person
Notes	Notes written about this person
Emails	Email threads synced from your connected email account
Calendar Events	Calendar events involving this person (if your calendar is connected)
Attachments	Files uploaded to this person's record
Sales	Lead score, engagement score, temperature, urgency, and suggested actions (when Sales Cockpit is enabled)
Engage by Aventora	Start or review outreach from Engagement Hub (when connected)

A contact can be connected to:

One Company — the organization they belong to
Multiple Opportunities — the deals they are a point of contact for
Multiple Tasks and Notes
All outreach history from Engagement Hub (calls, SMS, emails)

Booking from a Person record

When you need to schedule time with a contact, open their Person record and use Aventora Calendar on that page. View availability, choose a time, and confirm. The appointment stays connected to the relationship, not only in a personal calendar.

4.2 Companies

A Company record (or Employer, Lender, Brokerage, Household — depending on your preset) represents an organization. Companies group contacts and opportunities together.

Standard Fields

Field	Description
Name	Company or organization name
Website	Company website URL
Employees	Number of employees
LinkedIn	Company LinkedIn URL
Annual Recurring Revenue	Company ARR (for sales contexts)
Address	Full address
Ideal Customer Profile	Flag this company as a priority target
Account Owner	Which team member owns this company relationship
X / Twitter	Company X (Twitter) profile URL

Tabs on a Company Record

Tab	What you find here
Timeline	All activity associated with this company
Fields	Company data fields
People	All contacts associated with this company
Opportunities	All deals linked to this company
Tasks	Tasks linked to this company
Notes	Notes about this company
Attachments	Files attached to this company

4.3 Opportunities (Deals)

An Opportunity record (or Quote, Mortgage, Plan, Deal — depending on your preset) represents an active deal you are working to close. Opportunities have a pipeline stage, a value, and a close date.

Standard Fields

Field	Description
Name	A descriptive name for the deal
Amount / Value	The monetary value of the deal
Close Date	Expected or committed closing date
Stage	Current position in the pipeline
Company	The company this deal belongs to
Point of Contact	The main person involved in this deal
Owner	Which team member is responsible for this deal

Pipeline Stages

Pipeline stages depend on your preset. Each stage represents a milestone in the journey from first contact to a closed deal. Refer to your preset section (2.3 through 2.7) for the full list of stages.

Board View vs. Table View

You can view your opportunities in two ways:

Board (Kanban) View — Each pipeline stage appears as a column. Deals are shown as cards. You can drag a card from one column to another to advance its stage. This view gives you a visual overview of your entire pipeline at a glance.

Table View — Deals are listed as rows with columns for name, stage, value, close date, and other fields. This view is better for sorting, filtering, and bulk editing.

To switch views, use the view selector buttons at the top right of the Opportunities page.

4.4 Tasks

A Task is something you need to do. Tasks are linked to a contact, company, or deal and appear in that record's timeline.

Tabs on an Opportunity Record

Tab	What you find here
Timeline	All activity on this deal — notes, stage changes, emails, and tasks
Fields	All the data fields for this opportunity
Tasks	Tasks linked to this deal
Notes	Notes written about this deal
Attachments	Files attached to this deal

Marking a Deal Won or Lost

When a deal reaches its conclusion, update its stage to reflect the outcome:

Won — drag the card to the Won column in board view, or select Won from the Stage field. The deal stays in your records for reporting and history.
Lost — drag the card to the Lost column, or select Lost from the Stage field. You can add a note explaining why the deal was lost. Lost deals are excluded from active pipeline views but remain in the record for future reference.

In all preset workspaces, Won and Lost are always available as final stages regardless of the industry pipeline.

4.4 Tasks

A Task is something you need to do. Tasks are linked to a contact, company, or deal and appear in that record's timeline.

Fields on a Task

Field	Description
Title	What needs to be done
Status	Open or Completed
Due Date	When the task needs to be done by
Assigned To	Which team member is responsible
Linked To	The contact, company, or deal this task belongs to

Creating a Task

Open the Person first, then the Tasks tab on that record, then Add task (or New task if none exist yet). The task is linked automatically. You can also start from the Tasks section in the sidebar, or from a Suggested Action in the Sales Cockpit.

Completing a Task

Stay on the Person’s Tasks tab. Open the task and change its status to Completed, or click the checkbox in the list. Completed tasks remain in the timeline for reference.

Voice memos on a Task

Open the task and use Record voice memo above the details editor. Grant microphone permission when the browser asks. Stop when you are done — the recording is saved on the task so you can replay it later. Click Transcribe to insert the spoken text into the task details, then edit it like any other text.

New tasks default to a title like Voice Task - 2026-08-20 4:24 PM. Change the title if you want a different name. Recording onto an untitled task fills the same default without overwriting a title you already typed.

Transcription requires OPENAI_API_KEY on the CRM server. When that key is not set, Transcribe is disabled. Recordings are capped at 10 minutes.

4.5 Notes

A Note is free-form text you write about a contact, company, or deal. Notes are great for recording the outcome of a conversation, capturing details from a meeting, or adding context that does not belong in a form field.

Notes appear in the Timeline of whatever record they are attached to, along with the date and the name of the team member who wrote them.

Notes can include attachments — files uploaded alongside the note text.

Creating a Note

Open the Person first, then the Notes tab on that record, then Add note (or New note if none exist yet). Write the follow-up on that note. The note stays on the record.

Voice memos on a Note

Open the Person, then the Notes tab, then Add note (or New note if none exist yet). Use Record voice memo above the note text. Grant microphone permission when the browser asks. Stop when you are done — the recording is saved on the note so you can replay it later. Click Transcribe to insert the spoken text into the note, then edit it like any other text.

New notes default to a title like Voice Note - 2026-08-20 4:24 PM. Change the title if you want a different name. Recording onto an untitled note fills the same default without overwriting a title you already typed.

Transcription requires OPENAI_API_KEY on the CRM server. When that key is not set, Transcribe is disabled. Recordings are capped at 10 minutes.

4.6 Attachments

Files can be attached to any contact, company, opportunity, task, or note. On a Person, they live on the Files tab of that record (not a separate workspace list) and appear as links in the timeline when they are uploaded.

Common uses for attachments:

Insurance certificates or policy documents uploaded to a client record
Pre-approval letters on a borrower record
Financial statements or proposals on an opportunity record
Signed agreements on a deal record

Uploading an Attachment

Open the record first. On a Person, open the Files tab, then Add file (or drag and drop onto the tab). The file stays on that record so the team can find it later.

4.7 Activity Timeline

Every contact, company, and opportunity record has a Timeline tab — a unified activity history that shows everything that has happened with that record.

The timeline includes:

Entry type	When it appears
Email	When a synced email from your connected email account involves this person
Calendar Event	When a synced calendar event involves this person
Call outcome	When Engagement Hub syncs a call result for this contact
SMS / WhatsApp outcome	When a message is sent or received through Hub
Note	When a team member writes a note
Task created / completed	When a task linked to this record is created or completed
Opportunity stage change	When a deal moves to a new pipeline stage
Record field updated	When a significant field changes
Attachment uploaded	When a file is added to the record

The timeline is sorted with the most recent activity at the top. You can scroll down to see full history. This gives you and your teammates an instant understanding of the current state of a relationship without having to ask anyone.

5. Working with Records

Creating a New Record

From the sidebar: Click the icon next to the section name (People, Opportunities, etc.). A quick-create panel opens on the right side of the screen where you can enter the minimum required information.

From the + button: Inside any list view, click the + New [Record Type] button at the bottom of the list to add a row directly in-line.

From a related record: On a company record, click + Add Person to create a contact already linked to that company. On a contact record, click + New Opportunity to create a deal already linked to that person.

Importing records

Use Import records from the command menu on a People, Companies, Opportunities, or other list to upload a CSV or Excel file.

On the Validate Data step:

Cells with invalid values are highlighted in yellow and show an alert icon. Hover the cell to see that field's issue.
The frozen Issues column lists every problem on the row so you can see what to fix without hunting through columns.
Turn on Show only rows with errors to focus on rows that still need attention. The toolbar also shows how many rows have issues.
Click a yellow cell to edit the value. When the issue is resolved, the highlight and Issues text clear.

If you confirm while some rows still have issues, those rows are skipped and only valid rows are imported.

When importing People / Clients:

Matching an existing person uses this order: email (primary or Email 2), then phone (primary or Phone 2). First name + last name is used only when the row has no email and no phone. If several people share that name, the oldest record is updated.
A row with an email or phone that is not already in the CRM creates a new person, even if the name matches someone else.
Duplicate emails in the file are allowed; they update the same person.
Map Email 2 and Phone 2 as ordinary columns. A second email or phone can be a single value (JSON arrays still work).
Map Note 1, Note 2, and Note 3 to create Notes on each imported person. Empty cells are skipped.
Map Task 1, Task 2, and Task 3 to create Tasks (status To do) on each imported person. Empty cells are skipped.
Re-importing the same spreadsheet can add those notes and tasks again. Duplicate Source columns use the single Source field on the client.

When importing a record that belongs to one person — a Policy, a Listing, an Opportunity (Quote, Deal, or Plan), or any other related record — import the people first, then map the person on the related file:

Map the person's email to Emails / Primary Email on that relation. The column label includes the relation name, for example Client / Emails / Primary Email or Point of Contact / Emails / Primary Email.
Map the person's phone to Phone on that relation, for example Client / Phone or Point of Contact / Phone.

Matching uses this order:

Email, including a second email already stored on the person.
Phone, when the email cell is empty or no person has that email. Primary and additional phones both count.
The row is skipped when the phone matches more than one person, or when neither email nor phone matches.

A Client / ID (or Point of Contact / ID) column still links the row when email and phone are left empty. The same columns appear in every industry preset. The relation name follows the workspace: Client, Contact, Borrower, or Point of Contact.

Exporting records

Use the command menu on a People, Companies, or Opportunities list:

Export view — with no rows selected, downloads the current view (including its filters) as a file.
Export records — with rows selected, downloads only that selection.

Editing a Record

Open the record by clicking on its name. All fields are editable — click any field to update it. Changes are saved automatically when you click elsewhere.

To edit multiple records at once, use Table View in the relevant section and click to edit cells directly in the table.

Linking Records

Linking a person to a company:

Open the person's record.
In the Company field, start typing the company name.
Select the company from the dropdown — or click + New Company to create one.

Linking a person to an opportunity:

Open the opportunity record.
In the Point of Contact field, select the person.
Or open the person's record and click + New Opportunity from their Opportunities tab.

Linking a company to an opportunity:

Open the opportunity record.
In the Company field, select the company.

Views: Board, Table, and List

Most sections support multiple view types:

View	Best for
Board (Kanban)	Opportunities — drag cards between stages
Table	Any record — sorting, filtering, bulk editing
List	Contacts, companies — quick scanning and filtering

Use the view toggle buttons at the top right of any section to switch between views.

Filtering and Sorting

In any record list, click Filter to narrow the records shown:

Filter by any field (e.g., Show contacts where City = Toronto)
Combine multiple filters (e.g., City = Toronto AND Stage = Qualified)
Save a filter as a named view for later reuse

Click Sort to order records by any field (e.g., sort opportunities by close date, ascending).

Saved Views

A saved view is a filter + sort combination with a name. Your preset includes several pre-built views for your industry (see your preset section). You can also create your own:

Set up your filters and sort order.
Click Save as View.
Give it a name.
The view appears in the sidebar under the relevant section.

Views can be set as private (only visible to you) or shared (visible to all workspace members).

Favorites / Pinned Records

You can pin any contact, company, or opportunity to your sidebar for quick access:

Open the record.
Click the star / favorite icon near the record name.
The record appears in a Favorites section at the top of the sidebar.

This is useful for high-priority clients or deals you need to access every day.

Merge duplicate People

If the same person was imported and created again, merge the duplicates so the team has one record:

Open People.
Select the duplicate rows (up to nine).
Choose Merge records from the command menu.
Preview the combined record. On Settings, choose which record holds priority when fields disagree.
Confirm. Related activity moves onto the record you keep.

Merges cannot be undone. Confirm names and emails before you continue.

Global Search

The search bar at the top of the sidebar searches across all record types simultaneously. Type a name, email address, phone number, company name, or deal name to find any record instantly.

Search results show the record type (Person, Company, Opportunity), the matching field, and a link to open the record.

6. Sales Cockpit

What is the Sales Cockpit?

The Sales Cockpit is a prioritized work queue that tells you exactly who to contact next — and why. Instead of scrolling through your full contact list deciding where to start, the Cockpit analyses recent activity, engagement signals, and urgency indicators, then surfaces the contacts who most need your attention.

If Sales Cockpit is enabled for your workspace, it is your home screen when you sign in. Think of it as your daily briefing: open it at the start of the day, work through your queue, and close the day knowing nothing important was missed.

Note: The Sales Cockpit must be enabled by your workspace admin. If you do not see it in your sidebar, contact your admin.

Intelligence Fields

The Cockpit assigns several pieces of intelligence to each contact based on their engagement history and recent activity. These fields appear on the contact's Sales tab as well as in the Cockpit panels.

Field	Range / Values	What it means
Lead Score	0 – 100	A composite score based on positive and negative engagement signals. A higher score means a more engaged, higher-potential contact.
Engagement Score	0 – 100	How recently and frequently the contact has been engaged. A high engagement score means they have been active recently.
Temperature	Cold / Warm / Hot	A simple buying intent level. Hot means the contact is showing strong interest or urgency.
Urgency	Low / Medium / High / Critical	How quickly action needs to be taken. Critical contacts need to be contacted today.
Suggested Action	Call Now / Send Follow-Up / Escalate / Send Booking Link / Re-Engage	The Cockpit's recommended next step for this contact, based on their signals.

These scores update automatically as engagement activity comes in from Engagement Hub.

Cockpit Panels

The Sales Cockpit home screen is divided into panels. Each panel shows a different slice of your contact list.

Priority Leads

The main panel at the top of the Cockpit. Contacts are ranked by a combination of urgency, lead score, and recent engagement. The contact who needs your attention most is at the top.

For each contact in this panel you can see:

Their name and a summary of their most recent activity
Their current Temperature and Urgency level
The Suggested Action recommended for them
Quick action buttons to take action directly from the panel

Suggested Actions

A panel showing open action cards — each card represents one recommended action for one contact. Actions include:

Action	What to do
Call Now	The contact has a high urgency signal (missed call, strong interest). Call them.
Send Follow-Up	The contact has not replied to previous outreach. Send a follow-up message.
Escalate	Something unusual requires manager involvement or a different approach.
Send Booking Link	The contact has shown intent to meet. Send a calendar booking link.
Re-Engage	The contact has gone cold. Initiate a re-engagement message.

For each action card you can:

Take the action (opens the contact or starts an engagement)
Snooze the card (come back to it later)
Dismiss the card (remove it from your queue)

Hot Leads

Contacts with a high lead score and high engagement score — your best current opportunities. Review these regularly to ensure you are prioritizing the right relationships.

Stale Leads

Contacts who were once active but have gone quiet — no engagement activity in a defined period. These contacts are at risk of being lost. The Cockpit surfaces them here so you can decide whether to re-engage or close them out.

Recently Engaged

Contacts who have had recent activity — a call, a message reply, a website visit, or other interaction. Use this panel to follow up while the engagement is fresh.

Leads Requiring Follow-Up

Contacts where outreach has been made but no reply was received, or where a call was missed. These contacts have a pending action that has not been resolved yet.

Team Activity

For team leads and managers only. Shows a summary of what your team has been doing — actions taken, actions dismissed, contacts engaged, and actions still pending. Use this to coach your team and identify where support is needed.

Automation Suggestions

The Cockpit monitors patterns in how your team handles actions and surfaces suggestions for automation rules. For example, if your team consistently sends a follow-up message after every missed call, the Cockpit may suggest creating a Workflow to handle that step automatically. Workspace admins can review these suggestions and activate them in the Workflows section.

Working Your Daily Queue

Here is a recommended workflow for using the Sales Cockpit every day:

Step 1 — Start with Priority Leads Open the Cockpit first thing. Review the Priority Leads panel. The contacts at the top have the most urgent signals. Read the suggested action and take it.

Step 2 — Clear Suggested Actions Work through the Suggested Actions panel. For each card, either take the action, snooze it to a specific time, or dismiss it if it no longer applies. Aim to clear all cards with High or Critical urgency before noon.

Step 3 — Check Leads Requiring Follow-Up These are contacts where your outreach has not received a response. Follow up with them using the Engage by Aventora feature (see Part 7).

Step 4 — Review Stale Leads (weekly) Once a week, go through the Stale Leads panel and make a decision on each one: re-engage, change pipeline stage, or mark as lost.

Step 5 — End-of-day review Check the Recently Engaged panel. If a contact showed activity today that warrants an immediate follow-up, do it before you sign off.

The Sales Tab on a Contact Record

Every contact has a Sales tab that shows their individual intelligence data:

Lead Score (0–100)
Engagement Score (0–100)
Temperature (Cold / Warm / Hot)
Urgency (Low / Medium / High / Critical)
Last Engaged At (date and channel)
Open Suggested Actions for this specific contact

This tab gives you the full picture before you pick up the phone or write a message.

6.1 Campaign landing pages

Campaigns let you publish a simple lead-capture form with a unique URL and QR code — useful for print ads, event signage, or paid social when you do not need a full website page or chat widget.

Where to find it: left navigation → Campaigns (/campaigns) in the Sales Cockpit section.

Typical workflow:

Click New campaign and set an internal name (for your team only), a public headline and description, and optional interest dropdown options.
Under Landing page appearance, customize the submit button label, intent question label, and accent color.
Choose Tag only (add leads to CRM for later follow-up) or Auto-start Aventora engagement (Hub calls or messages immediately after submit).
Click Activate, then copy the landing URL or download the QR code.

What visitors see: a branded Hub page with your workspace name and logo (domain logo when configured, otherwise workspace logo). The page shows your headline, not the internal campaign name. First and last name are required. Phone is required when the campaign channel is Phone or SMS; email is required when the channel is Email. Visitors must also check a marketing consent box before submitting.

After submit: new or updated People appear with Campaign Id, Source, optional Lead Intent, and marketing consent. Created by shows the campaign name. On the campaign detail page you can copy Campaign ID, see Visits / Submissions / Unique leads, and open the Leads table (links to each Person). You can also use the Campaign Leads People view, or rely on auto-engage when enabled.

Preview: DRAFT and PAUSED campaigns can open the landing URL for preview; the submit button stays disabled until you Activate. Preview opens still count as visits.

Full reference: Campaign landing pages (operators) and Ad Campaigns → Engagement — Path D (marketing setup).

7. Engage by Aventora

What is Engage by Aventora?

Engage by Aventora is the integration panel on each contact record that connects Aventora CRM directly to the Engagement Hub. It lets you start a phone call, send an SMS, or send an email to a contact without leaving the CRM. The outcome of the outreach is automatically synced back to the contact's timeline.

This feature is available when your workspace has been connected to an Engagement Hub account by your admin.

Where to Find It

Open any contact record and scroll down to the Engage by Aventora section, or click the Engage by Aventora tab. If this section is not visible, your workspace admin needs to connect the Aventora Phone app under Settings → Apps.

Prerequisite: Your Engagement Phone Number

To start outreach from the CRM, you need an Engagement Initiator Phone number assigned to your profile. This is the phone number that will be used to make calls or send SMS messages on your behalf. If your CRM is opened from a host platform, that platform can replace the callback number you set under Settings → Profile.

If the Quick Aventora or bulk engage button is greyed out, hover it (or click it). CRM explains the specific block:

Callback number missing — add your number under Settings → Profile → Engagement callback number.
No Aventora Engagement permission — ask a workspace admin to grant the permission on your role.
Hub not connected — a workspace admin needs to connect Engagement Hub.

The contact's own phone or email does not disable the toolbar button. People-list icons and the Engage channel dropdown only show Phone and SMS when that contact has a phone, and Email when they have an email. Bulk engage only offers a channel when every selected contact can use it.

Quick Message Templates

When you start an engagement, you first select a Quick Message Template. Templates define the purpose and tone of your outreach and match the correct channel options to the type of message.

The following templates are available in all workspaces:

Template	Purpose	Available Channels
Thank you — after meeting	Send a thank-you after a conversation or meeting	Phone, SMS, Email
Thank you — for your business	Thank a client after a transaction or sign-up	Phone, SMS, Email
Happy Birthday	Personal birthday greeting	Phone, SMS, Email
Happy Anniversary	Work or relationship anniversary greeting	Phone, SMS, Email
Reminder — upcoming meeting	Remind a contact about a scheduled meeting	Phone, SMS, Email
Request a meeting	Ask a contact to book a meeting or call	Phone, SMS
Confirm upcoming meeting	Confirm a meeting already booked	Phone, SMS, Email
Ask to chat	Start a casual conversation to re-open dialogue	Phone, SMS, Email
Follow-up check-in	Follow up after no response to previous outreach	Phone, SMS
Custom message	Write a fully custom message for this contact	Phone, SMS, Email

The Instruction can be notes (Hub polishes the first SMS) or the exact message if you wrap the whole text in [square brackets]. Use {name} for the contact’s first name. See How to write the Instruction and the full guide How to write Instructions.

Reable Real Estate workspaces (reable_real_estate) replace the generic Quick Message Templates with Engage packs (birthday, holidays, open house, pre-con, new listing, portal lead, seller valuation, and cold re-engage). Pack SMS is sent verbatim after tokens such as first name, agent name, and brokerage are filled. Extra details (project name, property address, listing link) are prompted before send. Lead sources add family/friend/client/realtor/business referral, website form, home valuation, and YouTube. Deal pipelines add Pre-Con and Assignment Seller, and buyer/seller stages include Mutual Release. Settings → Workflows also includes DRAFT Portal Lead and Seller Valuation automations (they send only after a Person is created with those lead sources — they do not fire from the website themselves) and manual Victoria Day, Family Day, Thanksgiving, and Easter blasts (run them on the holiday; they are not yearly calendars).

Channel Selection

After choosing a template, select a channel. Phone and SMS appear when the contact has a phone number. Email appears when the contact has an email address. On a People list, the same icons are shown per row. Bulk engage shows a channel only when every selected contact can use it.

Channel	How it works
Phone	Places a call through Engagement Hub using your assigned phone number. Shown when the contact has a phone number.
SMS	Sends a text message through Engagement Hub. Shown when the contact has a phone number.
Email	Sends a formatted email through Engagement Hub. Shown when the contact has an email address. A phone number is not required. Conversational email continues by reply. Hub places a connect-now call only when the Person has a phone number. Expand the engagement to see Sent, Delivered, Opened, or Bounced on each outgoing email.

Not all templates are available on all channels. Appointment-booking templates, for example, are not offered by email in the Engage dialog because they require a live booking flow.

Conversational email can start with only an email address. If the contact later agrees to talk and no phone number is stored, Hub does not place the connect-now call.

For conversational engagements on SMS, you can optionally enable Notify user by SMS instead of bridging. When the contact agrees to connect, Engagement Hub texts your Engagement callback number a call-request notification (secure link) instead of placing a live conference call between you and the contact. The engagement completes with outcome call_requested. Informational SMS that started as an interest check and then escalates to conversational uses this notify mode automatically.

How to write the Instruction

Unwrapped text is notes for the assistant. Hub polishes it into a short first SMS or opening greeting. Wrap the whole message in [square brackets] to send it as written — including links. Use {name} (or {firstName}) for the contact’s first name; {agentName} for you.

If the contact replies to an Informational update, the assistant continues that topic (for example “Let’s have a chat” after a new-product note). If you wrote an interest check (“are you still interested?”), Hub may offer a callback instead.

Send as written:

[Hi {name}, here’s our new Instagram post: https://www.instagram.com/p/abc123/]

Notes (Hub rewrites):

The topic (new products, a reminder, a thank-you).
Specifics the assistant should mention (product names, location, dates, or the exact URL).
What to do if they reply (share highlights, offer a visit, answer questions).

Click the info icon next to Instruction in the Engage popup for the same guidance in the app.

Full examples: How to write Instructions.

Starting a Phone or SMS Engagement

Open the contact record.
Go to the Engage by Aventora section.
Select a Quick Message Template.
Select Phone or SMS as the channel.
Click Start.
Or click Schedule to choose a specific date and time for the outreach to go out. Scheduled engagements are queued in Engagement Hub and run automatically at the specified time.
Engagement Hub executes the outreach using your assigned number.
The outcome (call connected, voicemail left, no answer, message delivered, reply received) is synced back to the contact's timeline automatically.

Bulk engage

On a People list, select contacts and use Bulk engage to start the same outreach for the selection. The channel list includes a channel only when every selected contact has the matching email or phone. If they do not share a channel, start those engagements separately.

When the bulk channel is Email, Photos attaches the same images to every recipient in that send.

Canceling an engagement

If outreach is still in flight and should stop, cancel it from the Person record so the contact history shows the cancelled outcome.

Open the person.
Open the command menu and choose Cancel engagement (or the matching cancel action for the in-flight outreach).
Confirm. The engagement stops and the timeline shows the cancelled outcome.

Starting an Email Engagement

Email engagements use professionally designed layouts from your Engagement Hub account. The flow has a few extra steps:

Open the contact record.
Go to the Engage by Aventora section.
Select a template that supports email.
Select Email as the channel.
Choose an Email Layout from the dropdown. Layouts are branded email designs set up in your Hub account.
Enter the Email Subject line, or leave it blank so Hub writes one from the engagement instruction and type.
Optional: under Photos, add up to 5 JPEG, PNG, GIF, or WebP images. Each image must be 4 MB or smaller, and 8 MB combined. Recipients download them with the email. The same control is on Engage, Quick engage, and Bulk engage when the channel is Email. Bulk uses one set of photos for every selected contact.
Fill in any Template Fields that appear (these vary by layout). Common template fields include details like a policy number, renewal date, meeting time, or other specific information the email layout requires.
Review and click Send — or use Schedule to send the email at a specific date and time.

Recipients see your Settings → Profile full name as the From display name. Hub Account Settings From Name is used only if your Profile name is empty. Change your Profile name if you want a different From name on CRM-sent email.

Email Placeholders

All email layouts automatically replace the following placeholders with the correct values:

Placeholder	Replaced with
`{{CUSTOMER_NAME}}`	The contact's full name
`{{ORGANIZATION_NAME}}`	Your organization's name (from workspace settings)
`{{SUBJECT}}`	The email subject line you entered, or one Hub writes from the engagement if you leave it blank

Any additional placeholders specific to your layout (such as {{RENEWAL_DATE}}, {{POLICY_NUMBER}}) will appear as fields you fill in before sending.

Viewing Outcomes on the Contact Record

After outreach is sent, the outcome is automatically written to the contact's Timeline. Depending on the channel and result:

A successful call shows as a Call outcome entry with duration and notes if left by the agent.
A missed call shows as a Missed Call signal, which may also trigger a Sales Cockpit action.
An SMS delivery shows as a message sent entry; a reply from the contact also appears.
An email send shows as a message entry; opens and clicks may appear if tracked by Hub.

This means the timeline gives you a complete, automatic history of every touchpoint — you do not need to manually log calls or messages.

How CRM and Engagement Hub Stay in Sync

When CRM Sync is enabled in your Engagement Hub account:

Every outreach outcome from Hub is matched to the corresponding contact in CRM and written to their timeline.
Sales Cockpit signals (missed calls, no-replies, high engagement events) are generated automatically and update the contact's intelligence fields.
Contacts created or updated in Hub are reflected in CRM.

You do not need to do anything to make this happen — it is configured by your admin when the Hub account is set up. The sync runs continuously.

8. Settings

Access settings by clicking the gear icon at the bottom of the left sidebar, or by clicking your workspace name.

Settings are divided into two areas:

Personal settings — your own profile and preferences
Workspace settings — configuration for the entire workspace (admin only)

Personal Settings

Profile

Setting	Description
Name	Your first and last name as it appears in the CRM. Emails you send from CRM use this as the From display name (the name recipients see, not the sending address).
Avatar	Your profile photo (visible to teammates)
Email	Your login email address
Password	Change your password. New passwords must be at least 8 characters and cannot be a common or previously breached password.
Engagement Initiator Phone	The phone number used when you start outreach via Engage by Aventora

Experience

Setting	Description
Language	Display language for the CRM interface
Locale	Date and number formatting (e.g., Canadian English, French)
Timezone	Your timezone, used for scheduling and timestamps
Color Mode	Light or dark mode (personal preference, does not affect teammates)

Connected Accounts

Connect your email and calendar to Aventora CRM so that emails and calendar events appear automatically on contact timelines.

To connect Google (OAuth):

Go to Settings → Accounts.
Click Connect Google Account.
Sign in with your Google account and grant the requested permissions (profile/email identity, Gmail read, and owned Google Calendar events read).
Emails and calendar events from your inbox will begin syncing to contact timelines.

Google OAuth for CRM sync is read-only: Aventora does not request Gmail send/compose or calendar write scopes.

To connect Gmail or Google Workspace (IMAP): If OAuth is not available or you prefer manual IMAP setup, use Settings → Accounts → Emails → New Account with a Google App Password. See Gmail IMAP Setup for step-by-step instructions.

To connect Microsoft (Outlook / Exchange):

Go to Settings → Accounts.
Click Connect Microsoft Account.
Sign in with your Microsoft account.
Emails and calendar events from Outlook will begin syncing.

Once connected, email sync is automatic. New emails that match a contact's email address are added to their timeline within minutes. Contact auto-creation (People from senders/recipients) uses the mailbox settings under Settings → Accounts → Emails. Those settings apply when messages are imported — changing them does not rewrite already-synced mail.

To re-sync a mailbox after changing email settings:

Go to Settings → Accounts → Emails.
Select the mailbox.
Under Import, click Re-sync emails and confirm.
Synced emails for that mailbox are cleared from the CRM and re-imported with your current settings (including contact auto-creation). This can take a few minutes.

Workspace Settings (Admin Only)

These settings affect the entire workspace and are only accessible to workspace administrators.

General

Setting	Description
Workspace Name	The name displayed at the top of the CRM
Logo	Your organization's logo, shown in the sidebar
Subdomain	The URL your workspace is accessible at (e.g., `yourcompany.crm.aventora.ai`)
Color Theme	The accent color used throughout the workspace interface

Available Color Themes:

Theme name	Accent color	Character
Classic	Indigo	Clean and professional
Ocean	Teal	Fresh and modern
Forest	Jade	Calm and trustworthy
Sunset	Orange	Energetic and warm
Violet	Violet	Creative and distinctive
Rose	Crimson	Bold and confident
Midnight	Iris	Sleek and sophisticated

The color theme is workspace-wide — it applies to all members. Individual team members can independently choose light or dark mode in their personal Experience settings.

Members

Manage who has access to your workspace:

Invite member — Send an email invitation to a new team member
Member list — View all active members, their roles, and last activity
Remove member — Revoke access for a team member who has left

Roles

Define what each team member is allowed to do. Roles control access to records, the ability to edit or delete data, access to settings, and visibility into other members' records.

Common role configurations:

Admin — Full access including workspace settings and member management
Member — Standard access to all records, cannot modify workspace settings
Read-only — Can view records but cannot create or edit

Your admin can create custom roles with specific permissions if your team needs finer control.

Data Model

The Data Model section (under Settings → Objects) shows all the record types in your workspace. Workspace admins can:

Add custom fields to existing record types (e.g., add a custom "Referral Source" field to contacts)
Create entirely new custom record types for your business
Rename fields
Hide fields that are not relevant to your team

Changes to the data model affect all workspace members. Test custom fields on a sample record before rolling out to the team.

Apps

The Apps section shows which third-party integrations are connected to your workspace.

Aventora Phone is the primary integration for most workspaces. It connects Aventora CRM to your Engagement Hub account, enabling the Engage by Aventora feature. See Part 9 — Administration for setup instructions.

APIs and Webhooks

For technical teams who want to connect external systems to Aventora CRM. Workspace admins can generate API keys for programmatic access and configure webhooks to send events to other applications when records change.

AI / MCP

Settings → AI includes an MCP snippet for Cursor. Paste it into your MCP client config, replace [API_KEY] with a workspace API key from Settings → APIs, and keep the URL as {CRM host}/mcp. Named tools can find, create, and update People and add Notes.

Claude Custom Connectors use the same MCP URL with OAuth instead of an API key (your administrator registers the Claude client). This does not start Hub phone or SMS outreach — that stays in Engagement Hub. See CRM MCP.

Security

Setting	Description
Two-Factor Authentication	Require all workspace members to set up 2FA (also required for workspace admins unless your CRM operator has disabled it)
Session Management	View and revoke active sessions
IP Allowlist	Restrict CRM access to specific IP addresses or ranges

9. Administration

This section covers technical setup and configuration tasks typically performed by a workspace administrator or your Aventora implementation contact.

Connecting Aventora Phone (Engagement Hub Integration)

Before team members can use Engage by Aventora on contact records, your workspace must be connected to your Engagement Hub account.

What you need:

An active Aventora Engagement Hub account
An API key from your Hub account (found in Hub Admin → Account Settings → API Keys)
Workspace administrator access in Aventora CRM

Steps:

Sign in to Aventora CRM as a workspace admin.
Go to Settings → Apps.
Find Aventora Phone and click Configure.
Paste your Hub API key into the API Key field.
Select the Hub Domain (the domain slug associated with your Hub account).
Click Save.
The Engage by Aventora section will now appear on contact records for all workspace members.

Once connected, your admin should also ensure that CRM Sync is configured in Aventora Admin (Hub Admin → Account Settings → CRM Sync → Provider: Aventora CRM). This enables two-way activity syncing.

Assigning Engagement Phone Numbers to Team Members

Each team member who will use Engage by Aventora needs an Engagement Initiator Phone number assigned to their profile. Phone numbers are managed in your Engagement Hub account.

Steps:

In Aventora Admin, go to Account Settings and review the phone numbers provisioned for your account.
In Aventora CRM, go to Settings → Members.
Open a member's profile.
Enter their assigned phone number in the Engagement callback number field (or ask them to set it under Settings → Profile).

Managing Team Access: Person Wall

If your team structure requires that each team member can only see their own contacts (and not the full shared contact list), your Aventora administrator can enable Person Wall for your workspace.

When Person Wall is active:

Each workspace member only sees the contact records they created or that are attributed to them.
Managers and admins retain visibility into all records.
Records created by integrations (Hub, TIPS sync) are handled according to your configuration.

Contact your Aventora implementation contact to enable or configure Person Wall for your workspace.

Email and Calendar Sync: What Admins Should Know

Email and calendar sync is configured per user in Settings → Accounts. Each team member connects their own Google or Microsoft account. As an admin you cannot connect on behalf of another user, but you can:

Verify whether a member's sync is active by checking their profile
Guide team members through the connection steps
Disable sync if needed by removing the connected account

All synced email content is stored within your workspace. Emails are matched to contacts by email address.

Billing

Aventora CRM billing is managed through your Aventora account. Workspace admins can access billing information at Settings → Billing to:

View your current plan
Review usage
Update billing details
Access invoices

For changes to your plan or seat count, contact your Aventora account manager.

Custom Fields and Data Model Changes

Workspace admins can extend the CRM's data model to match your specific workflow. To add a custom field:

Go to Settings → Objects.
Select the record type you want to add the field to (e.g., People / Contacts).
Click + Add Field.
Choose the field type (Text, Number, Date, Currency, Yes/No, Single Select, Multi Select, Link).
Give the field a name.
Optionally add a description and configure any select options.
Click Save.

The field immediately appears on all records of that type. Fields can be reordered within a record by dragging them in the data model editor.

Before adding custom fields, check whether the information already exists as a standard field or preset-specific field. Duplicate fields create confusion.

Workflow templates included with your workspace

Your industry preset seeds a set of workflow templates in Workflows. Every template starts as a draft. A draft does not text, call, or email anyone. A workspace admin turns one on only after reading what it does below, opening it, and clicking Activate.

These templates are separate from the Automation Rules listed on each preset (Sales Cockpit suggestions such as Missed Call Follow-Up). Cockpit rules live in Sales Cockpit. The templates in this section live in Workflows.

How to turn one on

Open Workflows in the sidebar (the same list is under Settings → Workflows).
Open the template by the name below.
Read the trigger and the engagement step. Change the schedule or the instruction if you need to.
Click Activate.

Leave unused templates in draft. Holiday and birthday templates can message many people.

Who gets which templates

Your preset	Templates you have
Generic	Every industry only
Insurance	Every industry, plus Insurance
Real estate	Every industry, plus Real estate
Mortgage	Every industry, plus Mortgage
Financial advisor	Every industry, plus Financial advisor
Reable Real Estate	Every industry, plus real estate, plus Reable. Birthday, New Year, and Canada Day use Reable’s exact SMS instead of a brief.

Every profile inside an industry gets that full set. A buyer-agent workspace and a broker workspace on real estate receive the same workflow templates.

Rules that apply to every template

SMS and phone skip anyone without a phone number. Email skips anyone without an email address.
Anyone marked Do not contact is skipped.
If nobody qualifies, that run sends nothing and does not show as a failure.
A scheduled search includes at most 200 people per run.
The person who starts a manual workflow needs an Engagement callback number (Settings → Profile) and the Aventora Engagement permission. Engagement Hub must be connected. See Engage by Aventora.
Daily and yearly schedules run at 14:00 UTC (7:00 AM Pacific during daylight saving time, 6:00 AM Pacific standard time). Date comparisons use UTC. You can change the schedule on the workflow after it is seeded.
On Generic, Insurance, Mortgage, Financial Advisor, and stock Real Estate, the text stored on the workflow is a brief. Engagement Hub writes the SMS from that brief. Edit Instruction on the engagement step when you want a different brief. See How to write the Instruction.
On Reable Real Estate, the templates called out below as exact SMS send that sentence as written. {{CUSTOMER_NAME}} is replaced with the person’s name.

For email from a workflow you build yourself, use Send Email (Engagement Hub) or an engagement step with channel Email. The sender is Engagement Hub → Outbound Email, not the Gmail account connected under CRM sync.

Templates on every industry

Engage Person (Aventora)

Use this when you are looking at one person and want to start outreach yourself, choosing the channel and the wording at that moment.

After you activate it, open a person and run Engage Person from that record. CRM asks for a Channel and an Instruction, then starts a follow-up engagement with what you entered. It does not run when a record is created or on a schedule.

New Person: Say Hello (SMS)

Use this when you want a hello text as soon as a person is added.

After you activate it, every new person — including people created by an import or an integration — gets an SMS. The brief is: send a friendly hello and introduce the team.

If you also activate New Person: Qualify (Call), that same new person can receive the text and a phone call. Activate only the one you intend to use.

New Person: Qualify (Call)

Use this when you want a qualification call as soon as a person is added.

After you activate it, every new person is called. The brief is: qualify this lead and confirm their interest. This places a real call. Leave it in draft until that is what you want.

Bulk SMS: Check Interest

Use this when you have selected a group of people and want to ask whether they are still interested.

After you activate it, select several people and run Bulk SMS: Check Interest. Each selected person who has a phone number and is not marked do-not-contact gets an SMS. The brief is: check if they are still interested and available to talk. Hub treats this as an interest check, so a reply that they want to talk can offer a callback.

Bulk SMS: Reconnect

Use this when you have selected people you have gone quiet with and want to reopen the conversation.

After you activate it, select several people and run Bulk SMS: Reconnect. The brief is: reconnect and see if now is a better time to continue. The same phone and do-not-contact skips apply.

Bulk SMS: Send Booking Link

Use this when you want selected people to receive a link to book time with you.

After you activate it, select several people and run Bulk SMS: Send Booking Link. The brief is: share a booking link so they can schedule a meeting. The link Hub sends comes from your Engagement Hub booking setup.

Happy Birthday

Use this when you want a birthday text on the person’s birthday.

Every day at 14:00 UTC, the workflow finds people whose Date of Birth matches today’s month and day. The year is ignored, so a birthday in any year still matches. People with an empty date of birth are skipped.

Insurance workspaces use Date of Birth on the client (insDateOfBirth).
Generic, real estate, mortgage, and financial advisor workspaces use Date Of Birth (avDateOfBirth).
If both fields exist, the insurance field is used.

Fill those dates before you activate. The brief on most presets is: wish them a happy birthday.

On Reable Real Estate the SMS is sent as written:

Happy Birthday, {{CUSTOMER_NAME}}! Wishing you a fantastic day and a wonderful year ahead from all of us.

Happy Holiday: New Year

Use this when you want a New Year text on January 1.

On January 1 at 14:00 UTC, the workflow texts people in the workspace, up to 200 per run. The brief on most presets is: wish them a happy new year, brief and warm.

On Reable Real Estate the SMS is sent as written:

Wishing you and your family a safe, happy, and joyful New Year, {{CUSTOMER_NAME}}!

This is its own workflow. Activating Christmas does not activate New Year.

Happy Holiday: Canada Day

Use this when your contacts should receive a Canada Day text on July 1.

On July 1 at 14:00 UTC, the workflow texts people in the workspace, up to 200 per run. The brief on most presets is: wish them a happy Canada Day, brief and warm.

On Reable Real Estate the SMS is sent as written:

Happy Canada Day, {{CUSTOMER_NAME}}! Hope you have an awesome time celebrating with family and friends.

Activate this for Canadian contacts. Leave it in draft when your book of business is not in Canada.

Happy Holiday: Independence Day

Use this when your contacts should receive a July 4 text.

On July 4 at 14:00 UTC, the workflow texts people in the workspace, up to 200 per run. The brief is: wish them a happy Independence Day, brief and warm. Reable Real Estate keeps this brief; it does not replace it with a fixed script.

Activate this for US contacts. Leave it in draft when your book of business is not in the United States.

Happy Holiday: Christmas

Use this when you want a Christmas text on December 25.

On December 25 at 14:00 UTC, the workflow texts people in the workspace, up to 200 per run. The brief is: wish them a merry Christmas, brief and warm. Reable Real Estate keeps this brief.

Leave it in draft when a Christmas message does not fit your contacts.

Thank You After Meeting

Use this when you have just met with one person and want a thank-you text.

After you activate it, open that person and run Thank You After Meeting. The brief is: thank them for the meeting. It does not run on its own.

Insurance workflow templates

These three are added on insurance workspaces, on top of the every-industry templates.

Policy Renewal Reminder

Use this when you want the client texted on a few set days before a policy renews, and on the renewal date.

Every day at 14:00 UTC, the workflow looks at each policy’s Renewal Date. It texts the related Client only when that date is exactly 30, 15, 7, or 3 days away, or when the renewal date is today (UTC). The days in between are skipped, and nothing is sent after the renewal date. If the daily run misses one of those days, that reminder is skipped and the next listed day still sends. The brief is: remind them that their policy is coming up for renewal and offer a review. Hub treats this as an interest check, so a reply that they want to talk can offer a callback.

To use a different schedule, open the workflow, select the query step, and edit Days before. Enter whole numbers separated by commas. 0 is the renewal date itself. Example: 14, 2 sends once 14 days before and once 2 days before. Empty or invalid text is ignored and the previous list stays. Activate the workflow after you save the list. If it is already active, publish it again so the new list is the one that runs. At most 200 people are included in one run. Several policies for the same client that land on a listed day together produce one text that day.

Lapsed Policy Outreach

Use this when a policy has just become lapsed and you want the client texted.

The workflow starts when Policy Status on a policy changes. It sends only when the new status is Lapsed. The related Client gets an SMS. The brief is: reconnect about the lapsed policy and see if they want to reinstate coverage.

A change to any other status starts the workflow and then stops without sending.

Quote Presented Follow-Up

Use this when a quote has just been presented and you want the contact texted.

The workflow starts when the quote’s pipeline stage changes. It sends only when the new stage is Quote Presented. The quote’s point of contact gets an SMS. The brief is: follow up on the quote that was just presented and offer to answer questions.

A change to any other stage starts the workflow and then stops without sending.

Real estate workflow templates

These three are added on real estate workspaces and on Reable Real Estate, on top of the every-industry templates.

Follow-Up Due Today

Use this when you set a next follow-up date on a contact and want a text on that day.

Every day at 14:00 UTC, the workflow finds people whose Next Follow-Up Date is today (UTC) and texts them. The brief is: follow up as scheduled and see how you can help next. A person is included on the day that date matches, so this does not repeat across a window of days. At most 200 people are included in one run.

New Listing Check-In

Use this when a new listing should prompt a text to the related contact.

The workflow starts when a Listing is created and texts the contact linked on that listing. The brief is: check in about the new listing and confirm next marketing steps. Link the contact on the listing before you rely on this. A listing with no contact has nobody to message.

Showing Scheduled Follow-Up

Use this when a buyer deal has just moved to a scheduled showing and you want the contact texted.

The workflow starts when the buyer pipeline stage changes. It sends only when the new stage is Showing Scheduled. The deal’s point of contact gets an SMS. The brief is: confirm the showing details and ask if they have questions before the visit.

A change to any other buyer stage starts the workflow and then stops without sending.

Mortgage workflow templates

These two are added on mortgage workspaces, on top of the every-industry templates.

Closing Reminder

Use this when you want the borrower texted on a few set days before closing, and on the closing date.

Every day at 14:00 UTC, the workflow looks at Closing Date. It texts the borrower only when that date is exactly 30, 15, 7, or 3 days away, or when the closing date is today (UTC). The days in between are skipped, and nothing is sent after the closing date. If the daily run misses one of those days, that reminder is skipped and the next listed day still sends. The brief is: remind them that closing is coming up and confirm any outstanding items.

To use a different schedule, open the workflow, select the query step, and edit Days before. Enter whole numbers separated by commas. 0 is the closing date itself. Example: 14, 2 sends once 14 days before and once 2 days before. Empty or invalid text is ignored and the previous list stays. Activate the workflow after you save the list. If it is already active, publish it again so the new list is the one that runs. At most 200 people are included in one run.

Funded Thank You

Use this when a mortgage has just funded and you want a thank-you text.

The workflow starts when the mortgage pipeline stage changes. It sends only when the new stage is Funded. The deal’s point of contact gets an SMS. The brief is: thank them for their business now that the mortgage is funded.

A change to any other stage starts the workflow and then stops without sending.

Financial advisor workflow templates

These two are added on financial advisor workspaces, on top of the every-industry templates.

Review Due Today

Use this when you set a next review date on a client and want a booking text on that day.

Every day at 14:00 UTC, the workflow finds clients whose Next Review Date is today (UTC) and texts them. The brief is: let them know their review is due and share a booking link to schedule it. The link Hub sends comes from your Engagement Hub booking setup. A client is included on the day that date matches. At most 200 people are included in one run.

Ask For Referral

Use this when you want to ask one client for an introduction.

After you activate it, open that person and run Ask For Referral. The brief is: thank them for their trust and kindly ask if they know anyone who would benefit from an introduction. It does not run on its own.

Reable Real Estate workflow templates

Reable Real Estate includes every industry template, the three real estate templates, and the six below. Birthday, New Year, and Canada Day on a Reable workspace send the exact SMS shown in those sections. Independence Day and Christmas keep the shared brief.

Portal Lead and Seller Valuation do not run from a website form by themselves. They run when a person is created in CRM and Lead Source is already set to the matching value. Turn them on only after the ingest that creates those people is writing that lead source on create.

Portal Lead: Website Form (SMS)

Use this when a new person from your website form should get an immediate text.

The workflow starts when a person is created. It sends only when Lead Source is Website form. The SMS is sent as written:

Hi {{CUSTOMER_NAME}}, I saw you were looking at a property. Are you still looking, or would you like me to set up a quick showing? Just reply here!

A person created with any other lead source starts the workflow and then stops without sending. If New Person: Say Hello (SMS) is also active, a website-form person can receive both texts.

Seller Valuation Request (SMS)

Use this when a new person from a home-valuation request should get an immediate text.

The workflow starts when a person is created. It sends only when Lead Source is Home valuation. The SMS is sent as written:

Just received your home valuation request, {{CUSTOMER_NAME}}! Is there any specific timeline you have in mind for selling?

A person created with any other lead source starts the workflow and then stops without sending.

Happy Holiday: Victoria Day, Family Day, Thanksgiving, and Easter

Use these when you want a holiday text on a date that changes every year. Each holiday is its own draft workflow:

Workflow	Exact SMS
Happy Holiday: Victoria Day	Wishing you a wonderful and relaxing long weekend this Victoria Day, `{{CUSTOMER_NAME}}`!
Happy Holiday: Family Day	Wishing you a wonderful Family Day long weekend, `{{CUSTOMER_NAME}}`! Hope you get to spend quality time with the people who matter most.
Happy Holiday: Thanksgiving	Happy Thanksgiving, `{{CUSTOMER_NAME}}`! So grateful to have wonderful clients like you. Enjoy the holiday!
Happy Holiday: Easter	Happy Easter, `{{CUSTOMER_NAME}}`! Wishing you and your family a bright and happy Easter weekend.

These four do not have a yearly schedule, because the calendar date moves. On the holiday, open Workflows, open that holiday’s workflow, and run it. It texts people in the workspace, up to 200 per run, using the sentence in the table. {{CUSTOMER_NAME}} is replaced with the person’s name. Thanksgiving here is Canadian Thanksgiving.

Aventora CRM User Guide — Version 1.0 — June 2026 For support, contact your Aventora account manager or visit the Aventora documentation portal.

Changelog

Date	Change
2026-10-05	Insurance client and policy fields: Clients gain Folder Name and Search Key. Policies gain Product, Premium Amount, Deductible Amount, Expiry Date, Premium Numeric, and Coverage Numeric. Notes stay on the Notes timeline. Existing insurance workspaces pick these up via `workspace:reapply-industry-preset`.
2026-10-05	HTML email transcripts: On a Person's Aventora engagement, an HTML email body is shown as the message text. The transcript and the short summary no longer display the raw markup.
2026-10-04	Email delivery and opens: On a Person's Aventora engagement, each outgoing email shows Sent, then Delivered and Opened when the recipient's mail client loads it, or Bounced when a bounce comes back. The same status is in History and on the transcript.
2026-10-02	Contact address: Every People / Client / Borrower / Contact record has an Address field. Country defaults to Canada, or the server `COUNTRY` setting. Canada uses Province and Postal Code; the United States uses State and Zipcode.
2026-09-29	Renewal and closing reminders: Policy Renewal Reminder and Closing Reminder text only on the days listed in Days before (seeded as 30, 15, 7, 3, and 0). Change that list on the query step. See Policy Renewal Reminder and Closing Reminder.
2026-09-29	Workflow templates: Each seeded CRM workflow now has a user-facing description (who it messages, when it runs, the brief or exact SMS, and what to check before Activate). See Workflow templates.
2026-09-28	Related-record import: Policies, listings, opportunities, and any other record linked to one person match that person by email, then phone. Map Emails / Primary Email and Phone on the relation (for example Client / Phone or Point of Contact / Phone). A row is skipped when neither value matches, or when the phone matches more than one person.
2026-09-28	Email photos: Engage, Quick engage, and Bulk engage can attach images when the channel is Email. Bulk sends the same photos to every selected contact.
2026-09-25	Contact channels: People-list icons and the Engage dropdown show Phone and SMS only when the contact has a phone, and Email only when they have an email. Bulk engage shows a channel only when every selected contact can use it. Conversational email can start without a Person phone.
2026-09-21	Bulk email From name: Partner REST bulk email uses the CRM user account / Profile name as From, including when Laravel sends `htmlBody`.
2026-09-19	Partner bulk From name: API-key bulk email now uses workspace display name when Profile / default initiator names are empty. Optional `fromName` on the REST body.
2026-09-18	Bulk email From name: Bulk Engage and partner `POST /rest/aventora/start-engagement-bulk` now use the same Profile / default-initiator From display name as a single Engage send.
2026-09-17	Industry Engage defaults: Your workspace preset now fills Custom Start Aventora channel, type, and instruction. Change them in the dialog or in Settings → Apps.
2026-09-16	Email subject from the engagement: If you leave Email Subject blank, Hub writes one from the engagement instruction and type. Header/footer branding is unchanged.
2026-09-16	Conversational email requires phone: Engage by Aventora will not start conversational email unless the Person has a phone number. Hub stores it on the call log for the live connect-now call, strips quoted reply threads from the transcript, and scores the lead after the customer replies.
2026-09-16	CRM email From name: Emails started from CRM (Engage, bulk, workflows) use your Settings → Profile full name as the From display name. Hub From Name is used only when the Profile name is empty.
2026-09-15	Engage Instruction: Wrap the whole SMS in `[...]` to send it as written (links stay). Unwrapped text is still notes. Use `{name}` and other `{field}` tokens. Info icon in the Engage popup; full guide at How to write Instructions.
2026-09-12	Engagement callback number: A number set by the host platform can replace the value you enter under Settings → Profile → Engagement callback number.
2026-09-09	Video tutorials: Linked the 44 CRM end-user walkthroughs at CRM video tutorials.
2026-09-09	Reable Real Estate draft workflows: Portal Lead and Seller Valuation stay in Settings → Workflows as drafts until website ingest creates people with Website form or Home valuation. Victoria Day, Family Day, Thanksgiving, and Easter are manual holiday blasts — run them on the day; they are not yearly calendars.
2026-09-09	Reable Real Estate Engage packs: Workspaces on the Reable Real Estate preset pick canned SMS/email packs. SMS is sent as written after tokens are filled. Extra lead sources, Pre-Con / Assignment Seller pipelines, and Mutual Release stages are included.
2026-09-09	Export, bulk engage, cancel, booking: Added Exporting records, Bulk engage, Canceling an engagement, and Booking from a Person record so tutorial videos can deep-link to those topics.
2026-09-09	Tasks, notes, attachments, timeline: On a Person, open the record first, then that record’s Tasks / Notes / Files / Timeline tab. Use Add task, Add note, or Add file on the record — not the sidebar object lists.
2026-09-09	Attachments: On a Person, open Files, then Add file. The old “Attachments / Upload File” labels are the same tab in current CRM.
2026-09-08	Voice memos: On a Person, open Notes, then Add note, then Record voice memo. Transcribe inserts the spoken text into that note.
2026-09-07	Docs audiences: This user guide is the end-user surface. Deployment, provisioning, SSO, and mailbox plumbing stay in the complete guide and related technical pages.
2026-09-07	Merge duplicate People: Command-menu Merge records on a People selection; preview and field-priority settings in the side panel. Merges cannot be undone.
2026-09-07	Notifications: Production CRM does not currently show a notification bell. Favorites and Sales Cockpit remain the daily shortcuts.
2026-09-04	Engage Instruction: Notes for the assistant, not customer-verbatim copy. Informational replies continue that topic unless the brief is an interest check. Info icon in the Engage popup; full guide at How to write Instructions.
2026-08-28	People import matching: Re-import matches existing people by email, then phone. First + last name is used only when the row has no email and no phone (oldest person if several share the name). An unmatched email or phone creates a new person. Duplicate emails in the file update the same person.
2026-08-23	Build using AI / outreach eligibility: SMS and calls require a phone number; email requires an email; date-based automations require that date (birthday uses Date of Birth). Missing data skips the person; the run does not fail.
2026-08-22	Passwords: New and changed passwords must be at least 8 characters and are rejected if they appear on Aventora's common/breached-password list. Existing logins keep working until the user sets a new password.
2026-08-21	Build using AI: When it appears on the workflow editor, describe the trigger and what should happen in everyday language. It uses Aventora defaults (for example Date of Birth for birthday texts) and only asks business questions when something is still unclear. Review the draft on the diagram, then Activate yourself.
2026-08-21	2FA: Workspace admins are required to use two-factor authentication at login unless your CRM operator has turned that off.
2026-08-20	Workflow templates: Draft Happy Birthday, four holiday SMS blasts, and Thank You After Meeting are seeded for every industry. Fill Date of Birth before activating birthday. Activate only the holidays you need; cron is 14:00 UTC. Insurance, real estate, mortgage, and financial advisor also get industry-specific draft workflows.
2026-08-20	Voice memos: New notes/tasks default to Voice Note / Voice Task plus the date and time. A custom title is not overwritten.
2026-08-20	Voice memos: Transcribe stays disabled when CRM `OPENAI_API_KEY` is unset. Docker Compose passes the key into the server/worker containers.
2026-08-20	Voice memos: Notes and tasks include Record voice memo and optional Transcribe in the details editor. Audio is saved on the record; transcription inserts editable text. Requires microphone permission and CRM `OPENAI_API_KEY` for transcription.
2026-08-20	Engage by Aventora disabled reason: Greyed Quick/bulk (and People-list channel) buttons show a hover tooltip and click snackbar for missing callback number, missing Aventora Engagement permission, or Hub not connected.
2026-08-18	MCP: Claude Custom Connector tool results require CRM `POST /mcp` to return HTTP 200. See CRM MCP.
2026-08-18	MCP: Claude Custom Connector People search and other named tools use the signed-in CRM user’s permissions. See CRM MCP.
2026-08-18	MCP: Claude Custom Connectors can connect to `{CRM host}/mcp` with OAuth. Cursor continues to use the Settings → AI API-key snippet. See CRM MCP.
2026-08-18	MCP: Settings → AI shows a Cursor/Claude snippet for `POST /mcp` with named People/Notes tools. See CRM MCP.
2026-08-18	In-app help: Info icon on CRM pages and panels opens a tabbed English guide (overview, how to use, use cases, common issues). Documentation in the sidebar and Settings opens docs.aventora.ai/crm in a new tab; the in-app `/docs` one-pager was removed.
2026-08-17	Workflows — Aventora Engagement: Cockpit action type is a dropdown. Instruction is a multiline field prefilled from the selected action and can be edited.
2026-08-17	Insurance client fields: Replaced Dependents with Children Under 18 / Children 18 Or Older; Marital Status now includes Couple. Added Country, Province, Owner Name, Contact Person, Source, Approach Method, Decision Makers, Number Of Locations, Products Discussed, Market, Status (Lead / Engaged Lead / Client), Relationship Type, Licensed, and Background. People import maps Email 2 / Phone 2 as extra contact values and Note 1–3 / Task 1–3 as Notes and Tasks.
2026-08-12	Import validation: The Validate Data step shows an Issues column with the reason each row failed, an alert icon on invalid cells, and a count of rows with issues next to Show only rows with errors.
2026-07-31	Email re-sync: Settings → Accounts → Emails includes Re-sync emails, which clears synced mail for that mailbox and re-imports it with current settings (including contact auto-creation) so users do not need to remove and reconnect the account.
2026-07-31	Workflows — Hub email: Send Email (Engagement Hub) starts an informational Hub email engagement for a Person. Aventora Engagement / Bulk Engagement steps support email subject, HTML body, and Hub email layouts. Sender uses Hub Outbound Email settings.
2026-07-31	Google OAuth scopes: CRM Google account connect requests only consent-screen scopes — identity (`openid` / profile / email), `profile.emails.read`, `gmail.readonly`, and `calendar.events.owned.readonly` (no Gmail send/compose or calendar write).
2026-07-19	Listings / Policies tab fix: Expanded listing and policy rows now open inline editors for every curated field (not only fields whose row index matched the default field order).
2026-07-19	Listings / Policies tab UX: List headers put Add Listing / Add Policy on the right (Notes-style). Collapsed rows show key fields (address/status/price/beds for listings; policy number/status/type/carrier/renewal/premium for policies); expand for the full ordered field set.
2026-07-19	Contact tabs: Real Estate contacts show a Listings tab; Insurance clients show a Policies tab (second after Timeline), with Add Listing / Add Policy to create related records.
2026-07-19	Insurance / Real Estate presets: Insurance deal label is Quote; in-force coverage lives on a Policy custom object (policy number, type, carrier, premium, coverage, dates, status). Real Estate adds a Listing custom object per contact (address, price, MLS, status, listing URL).
2026-07-17	Campaigns: Detail page shows copyable Campaign ID, visit/submission/unique-lead metrics, and a Leads table; Created by shows the campaign name after submit.
2026-07-14	Engage by Aventora — SMS notify instead of bridge: For conversational SMS, optional Notify user by SMS instead of bridging sends a call-request SMS to your Engagement callback number when the contact agrees to connect (outcome `call_requested`).

Table of Contents​

1. Introduction​

What is Aventora CRM?​

How Aventora CRM and Engagement Hub work together​

Who this guide is for​

Before you begin​

2. Your Workspace and Industry Presets​

2.1 What is a Preset?​

2.2 How to Identify Your Preset​

2.2.1 Entity Name, Label, and Menu Crosswalk​

2.3 Generic Preset​

Pipeline Stages​

Saved Views​

Dashboard Widgets​

Automation Rules (when enabled)​

2.4 Insurance Preset​

Quote Pipeline Stages​

Client Fields (Insurance)​

Policy Object​

Saved Views​

Dashboard Widgets​

Automation Rules (when enabled)​

Advisor Profiles​

2.5 Mortgage Preset​

Pipeline Stages​

Borrower Fields (Mortgage)​

Saved Views​

Dashboard Widgets​

Automation Rules (when enabled)​

2.6 Financial Advisor Preset​

Pipeline Stages​

Client Fields (Financial Advisor)​

Saved Views​

Dashboard Widgets​

Automation Rules (when enabled)​

2.7 Real Estate Preset​

Contact Types​

Buyer Pipeline​

Seller Pipeline​

Team Lead Pipeline​

Buyer Contact Fields​

Seller Contact Fields​

Listing Object​

Saved Views​

Dashboard Widgets​

Automation Rules (when enabled)​

3. Navigating Aventora CRM​

Sidebar Items​

Sales Cockpit​

People / Clients / Borrowers / Contacts​

Companies / Employers / Lenders / Brokerages / Households​

Opportunities / Quotes / Mortgages / Plans / Deals​

Tasks​

Notes​

Dashboards​

Workflows​

Settings​

Search​

Notifications​

Favorites​

In-app help​

4. Core Records​

4.1 People (Contacts)​

Standard Fields​

Preset-Specific Fields​

Tabs on a Contact Record​

Related Records​

Booking from a Person record​

4.2 Companies​

Standard Fields​

Tabs on a Company Record​

4.3 Opportunities (Deals)​

Standard Fields​

Pipeline Stages​

Board View vs. Table View​

4.4 Tasks​

Tabs on an Opportunity Record​

Marking a Deal Won or Lost​

4.4 Tasks​

Fields on a Task​

Table of Contents

1. Introduction

What is Aventora CRM?

How Aventora CRM and Engagement Hub work together

Who this guide is for

Before you begin

2. Your Workspace and Industry Presets

2.1 What is a Preset?

2.2 How to Identify Your Preset

2.2.1 Entity Name, Label, and Menu Crosswalk

2.3 Generic Preset

Pipeline Stages

Saved Views

Dashboard Widgets

Automation Rules (when enabled)

2.4 Insurance Preset

Quote Pipeline Stages

Client Fields (Insurance)

Policy Object

Saved Views

Dashboard Widgets

Automation Rules (when enabled)

Advisor Profiles

2.5 Mortgage Preset

Pipeline Stages

Borrower Fields (Mortgage)

Saved Views

Dashboard Widgets

Automation Rules (when enabled)

2.6 Financial Advisor Preset

Pipeline Stages

Client Fields (Financial Advisor)

Saved Views

Dashboard Widgets

Automation Rules (when enabled)

2.7 Real Estate Preset

Contact Types

Buyer Pipeline

Seller Pipeline

Team Lead Pipeline

Buyer Contact Fields

Seller Contact Fields

Listing Object

Saved Views

Dashboard Widgets

Automation Rules (when enabled)

3. Navigating Aventora CRM

Sidebar Items

Sales Cockpit

People / Clients / Borrowers / Contacts

Companies / Employers / Lenders / Brokerages / Households

Opportunities / Quotes / Mortgages / Plans / Deals

Tasks

Notes

Dashboards

Workflows

Settings

Search

Notifications

Favorites

In-app help

4. Core Records

4.1 People (Contacts)

Standard Fields

Preset-Specific Fields

Tabs on a Contact Record

Related Records

Booking from a Person record

4.2 Companies

Standard Fields

Tabs on a Company Record

4.3 Opportunities (Deals)

Standard Fields

Pipeline Stages

Board View vs. Table View

4.4 Tasks

Tabs on an Opportunity Record

Marking a Deal Won or Lost

4.4 Tasks

Fields on a Task