For Training

How to teach the CRM, step by step. Written for whoever runs onboarding sessions.

Who to train, and on what

The natural teaching order

Follow the built-in "Finish setting up your CRM" checklist — it's the curriculum, in order:

1. Connect a marketing platform → 2. Map lead forms to stages → 3. **Set inbox SLA &

auto-lead stage → 4. Create your first automation.**

Module 1 — Connect a platform (owner, web only)

1. Go to CRM → Settings → Marketing Platforms (or click Set up on the checklist).
2. Click Connect on Meta, approve in the Facebook popup.
3. Watch the assets appear — Pages, Instagram accounts, lead forms, ad accounts.
4. Open an asset, ensure Enabled and (for lead forms/pages) Sync leads are on, and set

its lead stage and branch.

Teach the "why": connecting is web-only; mapping is what routes each form's leads to the right list and location. Emphasize that reconnecting later keeps these mappings.

Module 2 — Set inbox targets (owner/manager)

1. CRM → Settings → Inbox Settings.
2. Set first-response (default 15 min) and resolution (default 1440 min = 24h) targets.
3. Turn on auto-create leads and pick a default lead stage, so a new DM becomes a

tracked lead automatically.

Module 3 — Work the inbox (receptionist)

1. CRM → Inbox. Show the channel filters and the SLA badges (green resolved / orange due /

red breached).

1. Open a conversation, reply, watch the SLA clear.
2. Teach the 24-hour rule explicitly: if the window has closed, the reply box is replaced

by a notice — that's Meta's rule, not a bug. On web, point out the live countdown.

1. Note that comment threads are read-only for now, and WhatsApp stays in its own screen.

Module 4 — Build an automation (manager/admin)

1. CRM → Settings → Automations → New Rule.
2. Name it, pick a trigger (start with Lead created), optionally add conditions (e.g.

source = a specific form).

1. Add actions in order: assign to a user, add a tag, move to a stage, **send a

WhatsApp template**.

1. Save, then show the run history on the rule so trainees learn to verify it fired.

Set expectations: only Lead created, Stage changed, and Stale in stage are available; the rest are marked "coming soon." Rules fire once per event — that's a feature, not a limit.

Module 5 — Reviews (marketing/reception)

1. CRM → Settings → Review Settings: paste the clinic's public review link, set the approved

WhatsApp template + language, and the cooldown (default 90 days).

1. From a patient, send a review request; show that it goes out on WhatsApp with a tracked

link and respects the cooldown.

Module 6 — Read the ROI (owner/marketing)

1. CRM → Marketing → Dashboard. Explain the tiles in plain terms: spend, leads (platform vs

CRM), CPL, CAC, ROAS, contribution.

1. Show the Reconciliation tab as the honesty check between platform and CRM lead counts.
2. If used, show Ad-spend Accounting posting spend to the ledger, and that "Booked Spend /

Posted to GL" tile.

Teaching tips

• Use the Feature Tour screenshots as slides.
• A blank sandbox is a feature for training — it matches what a real new clinic sees, and the

checklist guides the path.

• Reinforce the two rules trainees most often trip on: connect on web, and **the 24-hour

reply window**.