This knowledge base explains how FollowThrough works across CRM, automations, campaigns, loyalty, reporting, billing, and workspace administration so customers can understand the whole system faster.
Start by creating your workspace, choosing a business type, and using the recommended custom-property pack if it matches how you sell or retain customers. This gives contacts, reports, and automation the context they need to become useful quickly.
Bring in a small slice of real work first. Add live contacts, assign deal stages, and fill in next follow-up dates so the dashboard, tasks, and automations can begin surfacing what needs attention.
A typical rhythm is: open the dashboard, review tasks and at-risk customers, check the pipeline, send or schedule outreach, then use reports and loyalty data to spot growth or retention gaps.
Contacts are the customer record at the center of the system. You can store basic fields, custom properties, notes, next follow-up dates, company details, source information, and communication history so everything about the relationship stays in one place.
Pipelines are fully customizable. Workspaces can create multiple pipelines, define their own stages and stage colors, and pick which pipeline the board shows. The first stage is where new leads land, whether they are added by hand, imported, or sent in through the API. Won and lost stages close a deal.
A deal is one opportunity, on a contact or a company, and a customer can have more than one. Each deal has its own value, owner, stage and expected close date. The Deals page shows them as a table you can sort, edit in place and change in bulk, or as a board for one pipeline at a time. Open a deal to keep notes on it and @mention a teammate.
Companies group the contacts and deals that belong to one account. A company has a short summary anyone can edit, and a notes panel where each note keeps its author, can carry attachments, and can @mention a teammate, so nobody overwrites anybody else.
Tasks are the follow-through layer. Use them for calls, proposals, reminders, and operational next steps. Tasks can be created manually or by automations, and they help ensure stale deals do not quietly die in the pipeline.
The Automations Center is the execution layer of FollowThrough. Today it includes Follow-Up Recovery, which watches for quiet contacts, avoids duplicate nudges, and can create tasks or send emails automatically. The center also previews who would trigger next and shows recent runs.
Campaigns let you send outbound email to segments of contacts while respecting preferences and unsubscribe behavior. Use campaigns for announcements, reactivation, targeted offers, or general outreach that should be measured separately from direct one-to-one follow-up.
Templates are reusable outbound messages for repeated workflows. Instead of rewriting the same check-in, proposal follow-up, or reactivation email over and over, save strong versions once and reuse them across the workspace.
Campaigns and sequences only send from a domain you have verified in Domain Setup, and will not send until one is. Add your domain, publish the DNS records it shows at your domain provider, and check verification (DNS can take up to an hour). Then choose the sender address and display name for each kind of email. Other email, such as appointment confirmations, also goes out under your own name once the domain is verified.
A sequence is a series of follow-up emails sent on a schedule. Write the steps once, choose the delay between them and the days they may send on, then enroll contacts from the sequence. A contact leaves the sequence when they reply, book, bounce or unsubscribe, and gets at most one sequence email a day. Sequences send from your verified domain, so set that up first. Replies land in Replies to answer with a suggested response, and nothing is sent back until a person sends it.
Notifications keep the team aware of unread updates, due work, and task-driven follow-up. These are meant to reduce dropped conversations and give operators a quick picture of what needs attention right now.
Loyalty programs let businesses define rewards, enroll customers, and track progress over time. This shifts FollowThrough beyond lead management and into retention, repeat behavior, and customer lifetime value.
Customers can receive loyalty passes by email and use QR-based check-in at the counter. This creates a wallet-style experience while keeping the activity synced back to the customer record and loyalty progress.
Loyalty is strongest when paired with contacts, campaigns, and automations. You can identify drop-off, segment repeat customers, and build outreach around visits, inactivity, or reward proximity.
Reports help you understand customer behavior, retention, busy times, email outcomes, and other operating signals. They are designed to answer practical questions like who is cooling off, where momentum is slowing, and what deserves attention next.
AI summaries are meant to compress data-heavy screens into quick guidance. They can turn raw report output into a short operational read, helping users move from data to action faster when the underlying AI provider and cache tables are configured correctly.
The dashboard is the day-start command center. It combines high-level stats, recent movement, task-oriented signals, and operational cues so teams can decide what to do next without hopping across disconnected systems.
Settings houses profile, security, notifications, pipelines, and automation controls. It is where workspaces shape the system around how they operate instead of adapting to a rigid default.
Team management is used to assign access and support role-based workflows. Owners and admins can shape who participates in the workspace and what level of visibility each person should have.
Billing manages subscription plan, upgrades, and paid capability expansion. Plans are meant to scale with business sophistication rather than forcing a new operating model at each tier.
Keep product education, onboarding, and sales enablement visible to everyone. Reserve account-specific troubleshooting and sensitive operational detail for authenticated support surfaces.