Mobile app

CRM has a native Android app for people working away from a desk: reps between visits, managers checking what is closing, agents picking up a case from the car park. It is a companion to the web app rather than a replacement — it covers the records you touch on the road and leaves configuration, reporting depth and the heavier authoring to the browser.

The app talks to CRM through its own mobile API — a separate set of endpoints tuned for a phone on a bad connection. List screens return a handful of columns instead of the web app’s thirty-odd, and a record’s whole detail page (the deal plus its products, contact roles, team, recent activities and quotes) arrives in one call rather than six.

Signing in

Sign in with the same email and password you use on the web. There is no server field on the login screen: the API address is compiled into the build, so the app you install is already pointed at your CRM.

Tokens are held in Android’s encrypted preferences and the access token is refreshed silently in the background, so you stay signed in between sessions — a one-off refresh failure will not throw you out. Sign out from Settings or from the bottom of the navigation drawer; that revokes the session on the server and wipes everything the app had cached on the device.

Getting around

Four destinations get a one-tap slot in the floating pill nav at the bottom of the screen — Home, Leads, Deals and Activity — chosen as a sales day’s loop. Everything else lives behind the menu button, in a drawer that groups the app into Sales (leads, contacts, accounts, deals), Activities (all activities, tasks, meetings, calls), Inventory (products, pricebooks, quotes, sales orders, purchase orders, invoices, vendors, goods receipts, stock), Marketing (campaigns), Support (cases), plus Home, Reports, Forecast and Settings.

The drawer is the same for everyone. It is not filtered by role, so a section your role cannot view will open and then report that it could not load — the permission itself is still enforced, on the API (see Permissions on mobile below).

Home greets you by name and shows lead and deal counts, pipeline, expected revenue and average deal size, then three lists: Recent leads, Closing soon and Stalled deals. The deal count and the three money tiles are all worked out on the phone from the first 50 deals it loads — only the lead count is a tenant total. On a large pipeline treat them as an indication of what is in front of you and use Reports for the tenant figures.

Leads

Leads are the most complete area of the app — close to what the web record page offers. The list searches as you type, filters by status, and pages as you scroll. Creating a lead needs a last name and a company name; everything else is optional.

Open a lead and you get most of the working surface: call, text, WhatsApp or email the lead straight from the header; BANT qualification with an edit sheet; the lead score with its breakdown and a recalculate action; the lead’s product lines, which you can add to, edit and remove; its activities, which you can log and tick off; notes; and a status card that shows where the lead sits, what it may move to next and what is still outstanding — the same sequential lifecycle described in Sales. You can also edit the lead and delete it.

The lead’s timeline and its audit history are web-only: the app has no screen for either, so if you need the full record of what happened to a lead and who changed what, open it in the browser.

Converting works from the phone. The convert screen picks up the tenant’s default pipeline, defaults the close date to 30 days out, and lets you override the new account’s name, set the deal name and amount, and turn the new deal off altogether with an Also create a deal switch. The lead’s product lines are always copied onto the deal — there is no option to skip them. One thing to watch: the pipeline picker lists every pipeline, including ones typed for leads or cases, and a deal has to go on a Deal pipeline — pick the wrong one and the conversion is refused with a message saying so.

Contacts and accounts

Both are full create, edit and delete, with a 360 view on open: an account shows its contacts, deals and recent activity; a contact shows its account, that account’s deals and recent activity. Phone numbers and email addresses carry call, SMS, WhatsApp and email buttons that hand off to the phone’s own apps.

The contacts list has one trick the web does not: the + button offers Import from Phone as well as Create New. Grant the contacts permission, pick someone out of the device phone book, and the create form opens pre-filled with their name, email address and numbers.

Deals

The deals list is ordered by close date, soonest first, with tabs for All, Open, Won and Lost. Opening a deal loads it together with its products, contact roles, deal team, recent activities and quotes.

From the deal you can change stage — picking from that pipeline’s own stages — close won, close lost with a reason, log an activity, edit the deal, delete it, and raise a quote from the deal, which copies the deal’s products onto the new quote’s lines and marks it the deal’s primary quote. That last one only works from Needs Analysis, Proposal or Negotiation: it is keyed to those stage names, so a deal on a pipeline whose stages you renamed will be refused with a message naming its current stage.

Creating a deal on the phone has one snag worth knowing before you hit save: the API requires a pipeline, a stage and a close date, but pipeline and stage sit inside the collapsed More Fields section, and stage is typed rather than picked — it has to match a stage name on the pipeline you chose. Open that section and fill all three, or the save comes back as a validation error.

Cases

Agents can work the queue rather than just read it. The list searches on subject and case number; you can create a case (subject, description, priority, type, origin), edit one, close it with an optional reason, and escalate it to a named colleague with a reason, choosing them from a picker of active users.

Two limits are worth knowing before you rely on the phone for case work:

The app cannot set a case’s status, so it cannot move a case to Resolved — and, as Service & cases explains, a case can only be closed once it is resolved (or awaiting customer confirmation). So Close case on the phone is only good for cases someone has already resolved on the web; on anything else it is refused.
Close case and Escalate both go through — the case is closed, or reassigned to the person you chose with the escalation raised against it — but the app cannot read the reply either action gets back, so it reports “Couldn’t close case” or “Couldn’t escalate case” anyway. Ignore that message and reopen the case: it will show the change was made.

Activities and tasks

All Activities lists the tenant’s activities — not just yours — with a search box and a filter for the activity type. Tasks, Meetings and Calls are the same records cut three ways, each ordered by due date with undated items last.

You can create a task (subject, notes, priority, due date) and open one to Mark as complete. Editing a task is web-only. From a lead or a deal you can also log an activity against the record — a call, task, event or email, with a subject, notes and an optional due date. Meetings and Calls are read-only lists: the rows look tappable but do not open anything.

Campaigns, Reports and Forecast

Campaigns is a searchable, read-only list: each row shows the campaign’s name and status, its type and start date, and its expected revenue. Tapping a campaign does nothing — there is no campaign detail screen in the app. Members, sends, attribution and campaign analytics are web-only; see Campaigns.

Reports is a single summary computed on the server, with period tabs for 7 days, 30 days, 90 days, the year and all time. It covers leads (total, new, converted, conversion rate), deals (open, won, lost, win rate, pipeline value, revenue won, average deal size), activities (total, completed, pending, completion rate) and account and contact counts. Two things to read correctly: pipeline value is the probability-weighted expected revenue of open deals, not the sum of their amounts; and the period tabs only move the new, converted, won and lost figures and the revenue behind them — the totals, open deals, pipeline value and every activity number are lifetime figures that stay put whichever tab you pick.

Forecast on the phone is a searchable list of the tenant’s forecast periods — name, type, date range, fiscal year and quarter. Locked periods are filtered out before they reach the phone, so the list is the open ones. It is a reference list, not a projection: quotas, attainment, the category roll-up and the rest of forecasting live in the web app, covered in Reports & forecasting.

Quotes, orders and stock

The app carries a light version of CRM’s quote-to-order surface. Quotes can be listed, opened, created, edited and deleted, and raised from a deal. Products and pricebooks can be listed, opened and created. Sales orders, purchase orders, invoices and vendors are list-and-detail, read-only. Goods receipts and Stock are read-only lists whose rows do not open.

There is no line-item editor on the phone, so a quote you create from scratch there has no lines and a zero total until someone adds them on the web. A quote raised from a deal is the exception: the server builds its lines from the deal’s products.

Working offline

Five lists — Leads, Contacts, Accounts, Deals and Cases — keep a snapshot of what they last loaded, as a file on the device. Opening one of those screens paints from the snapshot straight away and then refreshes from the API. If that refresh cannot reach the API, the snapshot stays on screen under a You’re offline — showing saved data banner instead of collapsing into an error.

That is the whole of it, and it is deliberately a read cache rather than a sync engine:

Reads only. Everything you type still goes to the API as you save it. Nothing is queued for later — a create or an edit attempted with no connection fails with “You’re offline. Check your connection and try again.” and is not retried when the signal comes back.
Lists only. Opening a record, running a search, or scrolling to the next page all need the network. Searching while offline leaves the cached, unfiltered list on screen.
The first page only — up to 50 records per list — and only the plain list: a result you filtered with a search box is never written to the snapshot.
Cleared on sign-out, so nothing from a session survives it. A snapshot written by an older version of the app that no longer reads cleanly is discarded rather than shown.

The API also exposes a delta-sync endpoint that reports which leads, deals, accounts, contacts, activities and cases changed since a given timestamp. It is groundwork for a future sync engine: nothing in the Android app calls it today, and the snapshot cache does not use it.

Permissions on mobile

The mobile API is not a way around the roles matrix. It maps each request to the same resource name and the same view / create / update / delete action the web routers use, and checks it against the tenant’s permission matrix before doing anything — so a role that can only view deals on the web can only view deals on the phone. Coverage across the two surfaces is close but not identical, so try a new role on both before you roll it out. Customization describes the matrix and what it does and does not reach.

What stays on the web

Push notifications. The app never registers the device for them, so nothing is delivered to the phone, and there is no notification centre in the app. See Notifications for what the platform does raise.
Settings offers a profile summary and Sign out. The Edit profile, Notifications, Security, Help & support and About rows are placeholders and do not open anything.
Knowledge-base articles, campaign detail, CSV import, custom-field and layout authoring, roles and every other administration screen are web-only.