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NWM CRM — The Full Operator's Guide

NWM CRM is one place to keep every customer, every deal, every email, every text, every payment. Seven sections cover the whole business: sales, marketing, customer service, your website, smart AI helpers, settings, and an agency layer for people who run things for clients. 46 tools total. This page walks you through every one of them in plain English. Read the short tour first (about 15 minutes). Then come back to the deeper sections when you need them.

⏱ 60 min full read 📖 17 sections · 7 hubs · 46 tools 🆕 Updated Apr 2026
What you'll need

Full contents

  1. 0. Before you start — the simple checklist
  2. 1. What NWM CRM is (and what it isn't)
  3. 2. The 7 sections — at a glance
  4. 3. Signing up & first login
  5. 4. The 7-minute tour — every tool explained
  6. 5. How your data is organized
  7. 6. Bringing your data in (spreadsheet, HubSpot, Pipedrive, Salesforce)
  8. 7. Setting up your sales stages
  9. 8. Contacts — daily use
  10. 9. Deals — from new to closed
  11. 10. Shared inbox — email, text, WhatsApp
  12. 11. Saved emails — write once, reuse forever
  13. 12. Marketing: broadcasts & automatic follow-ups
  14. 13. Reports & forecasts
  15. 14. Agency tools — for people running many clients
  16. 15. Your team — roles, access, secure login
  17. 16. Connecting other apps
  18. 17. Your 30 · 60 · 90-day plan

0. Before you start — the simple checklist

Do these before you create the account. 8 out of 10 CRM setups fail because people skip this step.

Quick checklist (30 min, get it right once)

The #1 choice you have to make first

People or companies — which is the main record?

You can change this later, but it hurts. Decide now.

⚠️ The biggest first-week mistake

Dumping 10,000 names into the CRM before you set up the sales stages. You end up with 10,000 people stuck in "New Lead" and no plan. Set up stages first. Then import.

1. What NWM CRM is (and what it isn't)

NWM CRM runs everything that faces your customers. Most customers replace 8 to 15 separate tools with it:

What it's good at

What it's not

2. The 7 sections — at a glance

Every tool in NWM CRM lives in one of 7 sections. The left sidebar is grouped this way. All 7 share the same customer database underneath.

2.1 Sales section

Nine tools for running sales: Contacts, Companies, Pipeline, Forecasting, Products, Quotes, Calendar, Playbooks, Sequences. Start at Pipeline.

2.2 Marketing section

Eleven tools for bringing in leads: Campaigns, Automations, Landing Pages, Forms, A/B Tests, SMS, Social, Ads, Lead Scoring, Blog, Conversations. Start at Campaigns.

2.3 Service section

Six tools for looking after customers after they've bought: Tickets, Knowledge Base, Customer Portal, Surveys, SLAs, Calls. Start at Tickets.

2.4 Website section

Four tools for running your website and any paid content: Pages, Memberships, Courses, Community. Start at Pages.

2.5 AI Agents section

Five smart AI helpers: AI Copilot (helps your team), AI SDR (reaches out to new leads), Voice AI (takes and makes phone calls), Video Factory (makes short videos), Content AI (writes longer pages and emails). Start at AI Copilot.

2.6 Operations section

Six tools for settings and connecting everything together: Integrations, Webhooks, Custom Code, API Keys, Reports, Settings. Start at Reports.

2.7 Agency section

Five tools HubSpot doesn't offer at any price: Sub-accounts, White-label, Billing, Affiliates, Reputation. Full walkthrough in section 14. Start at Sub-accounts.

3. Signing up & first login

3.1 Try the free live demo first

Before paying anything, play with the real product:

1

Open the demo

Go to netwebmedia.com/crm-demo/. No signup needed. It already has 42 sample contacts, 18 deals at different stages, and 60+ conversations.

2

Try anything you want — you can't break it

Delete contacts, move deals around, send pretend emails (they don't actually send). The demo resets when you refresh the page. Spend 15 minutes clicking around.

3

Click "Load sample report" at the bottom right

Shows what real reports look like after 3 months of use. This is what your CRM will look like if you actually use it.

3.2 Starting a paid account

When you're ready to use real data:

1

Pick a plan

Go to nwm-crm.html. Plans:

Starter — $49/mo1 user, 2,500 contacts, basic email, 1 sales pipeline. Right for solo founders and early-stage businesses. Professional — $99/mo5 users, 10,000 contacts, marketing emails, texts, 5 pipelines, HubSpot connection, connects to other apps. Most popular. Enterprise — $249/moUnlimited users and contacts, WhatsApp, your own domain, single sign-on, your brand on everything, priority support. For 20+ person teams.

Month-to-month billing. Cancel anytime from Settings → Billing.

2

Pay

Stripe form. No long contract — month to month. Cancel any time from Settings → Billing. Your card gets charged right away. Renewals happen on the same day each month.

3

Check your email

Within 5 minutes you get an email from hello@netwebmedia.com with a one-click link. Click it. You're in.

Didn't see it? Check spam. Still nothing? Email support. The usual cause is a corporate spam filter blocking our sender.

4

You land on the setup wizard

It asks you 6 questions. Don't skip — each answer sets up a default that's painful to change later.

3.3 The setup wizard — every question explained

Q1: Business nameExactly as you want it to show in email signatures and invoices. You can change it later in Settings → General. Q2: IndustryPick from 24 options. Sets up default sales stages and email templates for your field. Only pick "Other" if nothing fits. Q3: Team size1, 2 to 5, 6 to 20, 21 to 50, 51+. Sets your default permissions and dashboard layout. Q4: How do you sell?Inbound (leads come to you), Outbound (you reach out), or Both. Loads the right templates. Q5: Tools you use todayTick every one (HubSpot, Pipedrive, Mailchimp, Google Sheets). Unlocks the right import helpers. Q6: Time zone & currencyAffects reports, email send times, and how deal values show. Set once, used everywhere.
💡 You can redo the wizard later

Settings → Onboarding restarts it. But fresh defaults only apply to new data. Records already in the CRM don't get re-configured.

4. The 7-minute tour — every tool explained

The left sidebar is grouped by section. Here's each tool in one sentence, in the order a new user touches them.

4.1 Sales section

4.2 Marketing section

4.3 Service section

4.4 Website section

Full walkthrough in the NWM CMS tutorial. Tools: Pages, Memberships, Courses, Community.

4.5 AI Agents section

4.6 Operations section

4.7 Agency section

The part HubSpot doesn't ship. Full walkthrough in section 14. Tools: Sub-accounts, White-label, Billing, Affiliates, Reputation.

5. How your data is organized

This is the most important thing in this guide. It decides how everything else works.

5.1 Contacts

A contact is one human being with a name and an email or phone. Standard fields:

nameRequired. The full display name. We use it for search. emailMust be unique in your account. The main identifier. Stored lowercase. phoneWe recommend the standard format (+14155551234). We clean it up on save. companyEither free text, or linked to the companies table (see 5.2). role / title"VP Marketing", "Founder", "Buyer" — used in reports and personal touches. statusOne of: lead · prospect · customer · churned. Updates on its own when deals close. valueTotal spend from this person over their lifetime. Calculated automatically from closed deals. last_contactWhen you last logged an activity with them. Key signal for stale-contact reports. tagsFree-form labels for sorting. Use them for things like "conference-RSA-2026", "enterprise-fit", "passed-budget-check". sourceWhere they came from. Options built in: website-form, referral, ad, event, cold-outbound, other. ownerThe team member who owns the relationship. Affects who can see the record and how reports roll up.

5.2 Companies

A company is a business. Contacts are attached to companies. Deals can be attached to either.

nameRequired. The business's standard name. We check for duplicates ignoring case and spaces. domainThe root of their website (acme.com). Used to auto-link contacts whose email matches. industryFree text, with suggestions from industries you've already used. sizeOne of: 1-10 · 11-50 · 51-200 · 201-500 · 501-1000 · 1000+ yearly revenueHow much money the company makes a year. Optional but useful for picking your best-fit customers. country / cityFor geographic reports and sending at the right time of day.

Auto-linking rule: when you add a contact with email sarah@acme.com, we look for a company with domain acme.com. If found, we link it. If not, we create it with name Acme (best guess) — you can rename later.

5.3 Deals

A deal is one sales opportunity. One company can have many deals (new business, renewal, upsell).

titleA human-readable name. Use the naming rule from section 0. contact_idThe main person (the decision-maker or champion). company_idThe company (optional if you're people-first). stage_idCurrent sales stage. Drives the odds and aging color. valueTotal deal value. For subscriptions, use annual value. probability0 to 100%. Set by the stage's default, or change it yourself. expected_closeDate. Drives forecasts. days_in_stageCalculated for you. Resets when you move the deal. sourceStarts from the contact's source. Change if this specific deal came from somewhere else.

5.4 Activities

Every touchpoint is attached to a contact, and optionally a deal. Types:

TypeLogged for you?Use when
email_sentYes (from inbox)You sent or replied
email_receivedYes (from inbox)Their reply came back
callNo (log by hand)Phone call — include how long + what happened
meetingYes (from calendar)Meeting happened
smsYesText exchange
whatsappYesWhatsApp exchange
noteNoInternal observation, not a touch
taskNo (you create)"Follow up next Tuesday"
stage_changeYesDeal moved between stages
document_sentYesProposal or contract was sent

5.5 Custom fields — when and how

Settings → Custom Fields. You can add custom fields to contacts, companies, or deals. Field types:

⚠️ Don't go crazy with custom fields

5 custom fields is a lot. 20 is unmanageable. Every custom field is another thing your team has to fill in, or it's just noise. Start with 3. Add more only when you miss them.

Our recommended starter custom fields for business-to-business:

  1. use_case (dropdown) — what they want to solve
  2. budget_range (dropdown: under $5k, $5 to 20k, $20 to 50k, $50k+)
  3. decision_timeframe (dropdown: this week, this month, this quarter, next quarter, no timeline)

6. Bringing your data in — spreadsheet, HubSpot, Pipedrive, Salesforce

6.1 Spreadsheet import — the main way

1

Prepare the spreadsheet

Required columns: name, email. Recommended: phone, company, role, status, source, tags, owner_email.

Format rules:

  • Save the file as "CSV UTF-8" — Excel's default CSV breaks special characters
  • Separate fields with commas. Wrap fields that contain commas in quotes ("Smith, John")
  • One header row, then data rows
  • Phone numbers in the standard format (+14155551234) work best
  • Dates as 2026-04-20 (year-month-day)
  • Tags separated by commas inside one cell: "vip,enterprise,rsa-2026"

Download our template spreadsheet →

2

Upload

Settings → Import Data → Contacts → Upload. File size limit: 10 MB per upload (about 30,000 rows). For more, split into multiple files.

3

Match columns

You see the first 3 rows of your file. For each column in your file, pick which CRM field it goes to. We auto-match the obvious ones (email → email, "Full Name" → name). You fix the rest.

For columns we don't recognize (like "Lead Source Detail"), pick "Create new custom field" and give it a name and type.

4

What to do with duplicates

When a spreadsheet row matches an existing contact (by email):

  • Skip (safe default) — keep what's there, ignore the spreadsheet row
  • Overwrite — the spreadsheet wins, replaces existing info
  • Fill in blanks — the spreadsheet fills empty fields only, keeps what's already there

Use "Fill in blanks" for monthly re-imports. Use "Skip" for one-offs. Use "Overwrite" only when you know the spreadsheet is fresher.

5

Preview and confirm

You see: X new contacts, Y updates, Z skips (duplicates or bad rows). Bad rows (missing email, wrong date format) are flagged in red. Download the error list, fix, and re-upload the fixes.

6

Run the import

Click "Import". A progress bar shows the live count. About 1,000 rows per second. 10,000 rows takes about 10 seconds. You get an email with the summary when it's done.

⚠️ Import pitfalls

(1) Rows with no email only save if you also have a phone. (2) Fake-looking addresses (noreply@, donotreply@) get imported but tagged suspicious-email — clean them before you send campaigns. (3) American dates like 04/20/26 without a century year are ambiguous — always use 2026-04-20.

6.2 HubSpot migration

Settings → Integrations → HubSpot → "Migrate from HubSpot". You need:

  1. A HubSpot private app token (Settings → Integrations → Private Apps in HubSpot)
  2. Permissions: read contacts, read companies, read deals, read owners

Paste the token. We fetch contacts, companies, deals, and activities. A typical 5,000-contact HubSpot account moves in 15 to 30 minutes. We bring across:

What we don't bring across:

6.3 Pipedrive migration

Same flow. Needs a Pipedrive API token (Settings → Personal Preferences → API). Moves persons, organizations, deals, activities.

6.4 Salesforce migration

Enterprise plan only (Salesforce exports are complicated). We do it as a white-glove service: you give us read-only access, we pull the data, clean it up, load it, check with you, and hand over within 3 business days. Free with Enterprise plan.

7. Setting up your sales stages

7.1 Designing your stages

Good pipelines have 5 to 7 stages. Too few and it's useless. Too many and no one fills them in. Here's the default we ship, proven across 500+ customers:

StageWhat it meansDefault oddsAging warning
1. New LeadJust landed in the CRM, not yet contacted5%2 days (after that, overdue)
2. ContactedFirst outreach made, waiting for a reply15%5 days
3. QualifiedReplied, is a good fit, has budget, authority, need, timeline30%10 days
4. Proposal SentFormal proposal or contract delivered55%7 days
5. NegotiationBack and forth on terms, changes, pricing75%10 days
6. Closed WonContract signed, first payment made100%—
7. Closed LostDeal won't happen (pick a reason)0%—

7.2 Customizing stages

1

Open the stage editor

Settings → Pipelines → (pick pipeline) → Stages. Drag to reorder. Click to rename, change color, or set default odds.

2

Set aging warnings

For each stage: "days until yellow warning" and "days until red alarm". Defaults are in the table above.

3

Lock certain stages

You can mark any stage as "closed won" or "closed lost" (any number of each). When a deal lands in a closed-lost stage, the user must pick a reason from your list.

7.3 Multiple pipelines

Professional and Enterprise plans let you have more than one pipeline. Common setups:

Each deal lives in exactly one pipeline. Moving a deal between pipelines requires extra permission (Enterprise plan).

7.4 Deal aging — how to actually use it

The pipeline view colors each card:

Every Monday morning:

  1. Open the pipeline view
  2. Filter to red cards
  3. For each: either (a) write a specific next step, (b) move it to a different stage, or (c) move it to Closed Lost with a reason

Do this every Monday for 10 weeks and your forecast gets 40 to 60% more accurate. Stale deals kill pipelines silently.

8. Contacts — daily use

8.1 The contacts list view

Default view shows: Name · Company · Status · Last Contact · Value · Owner. Click any column title to sort.

Filters (top right):

8.2 Adding a contact — 4 ways

Way A — Quick add (fastest)

Top-right "+ New" button → Contact. 4 fields: name, email, phone, company. Save. Used 95% of the time.

Way B — Full form (more fields)

Contacts page → "New Contact" button. Full form with all standard + custom fields. Use this when you have a lot of info up front.

Way C — From email (auto-create)

When you reply to an email from someone who isn't in the CRM, we ask "Create contact?" at the top of the thread. One click adds them and links the email.

Way D — From form submission

Forms embedded on your website create a contact automatically. Zero manual entry. See section 16.3 for form setup.

8.3 The contact detail page — explained

Click any contact to open their record. Tabs across the top:

  1. Overview — the basics (name, email, phone, company, role, photo), status, value, tags. Quick buttons: email, call, schedule, add note.
  2. Timeline — every email, call, meeting, note, stage change, newest first. Filter by type.
  3. Deals — every deal linked to them. Click any to open it.
  4. Conversations — all email, text, WhatsApp threads.
  5. Notes — internal notes (never seen by the outside world). Supports basic formatting.
  6. Files — proposals, contracts, any documents you upload.
  7. Custom — if you have custom fields, they show here.

8.4 Bulk actions

Tick the boxes next to multiple contacts. A bar appears at the bottom:

8.5 Finding duplicates

Settings → Data Tools → Find Duplicates. Runs every day automatically. Matches by:

For each duplicate pair, you can: merge (pick which fields to keep from each), mark as different people, or ignore.

9. Deals — from new to closed

9.1 Creating a deal

Four ways in, use whichever fits:

  1. From the pipeline — click "+" in any stage column. Best when working in the pipeline view.
  2. From a contact — contact page → "New Deal" button. Auto-links the contact.
  3. From a company — company page → "New Deal". Auto-links the company and suggests the primary contact.
  4. Quick add — top-right "+ New" → Deal. Fill in by hand.

9.2 Deal form fields — every one explained

TitleFollow your naming rule. Example: Acme Corp — Fractional CMO — May 2026 PipelinePick the pipeline (if you have more than one) StageStarting stage. 95% of new deals start in "New Lead" ValueTotal deal value. For subscriptions: yearly value. For one-time projects: total. For retainers: monthly × 12. ContactMain person. Should be the decision-maker or your champion. CompanyAuto-filled from the contact's company. Edit if different. OwnerSales rep. Defaults to you. Expected closeYour best guess at when this closes. Be realistic — forecasts depend on it. Probability0 to 100%. Defaults from the stage; override if you know better. SourceInherits from the contact. Change if needed. Next stepFree text. "Send proposal v2 by Friday" — shows on the pipeline card. Close reasonOnly filled on Closed Won / Closed Lost. Picks from your list.

9.3 Moving deals through stages

Three ways to advance a deal:

  1. Drag and drop in the pipeline view (fastest)
  2. Change stage dropdown on the deal page
  3. Automatic — through an automation or connected app (see section 16)

What happens when a deal moves:

9.4 Closing a deal

Won:

  1. Drag to Closed Won (or change the stage)
  2. A box asks: final value? (sometimes different from expected), reason? (pick from list), close date? (defaults today)
  3. Contact status updates: prospect → customer
  4. Revenue rolls up to dashboards right away
  5. If you set up a Customer Success handoff: CS rep auto-assigned, onboarding automation fires

Lost:

  1. Drag to Closed Lost
  2. A box asks: reason (pick from your list — "Price too high", "Went with competitor", "No timeline", "No budget this year")
  3. Optional: competitor name
  4. Optional: nurture? (adds them to a 90-day re-engagement sequence)

9.5 Re-opening a closed deal

Things change. Open the deal → "Re-open" button. Pick a new stage. The original close note stays on the timeline. The deal goes back into the active pipeline.

9.6 Deal attachments & team comments

On the deal page:

10. Shared inbox — email, text, WhatsApp

10.1 Connecting email (the most important setup you'll do)

Settings → Integrations → Email. Three ways:

Option 1: Google Workspace / Gmail

  1. Click "Connect Google"
  2. Log into your Google account and grant permission: read Gmail, send Gmail, modify Gmail
  3. Pick which account to connect
  4. Done. About 60 seconds.

Note: if your Google Workspace admin blocks third-party apps, you'll get a "permission denied" error. Ask them to allow NWM CRM (our app ID shows on the error page).

Option 2: Microsoft 365 / Outlook

  1. Click "Connect Microsoft"
  2. Grant permission: read mail, send mail, read/write mail
  3. Done.

Option 3: SMTP (any provider)

For self-hosted email, SendGrid, Mailgun, Amazon SES, or anything not covered above.

SMTP hostExample: smtp.sendgrid.net, smtp.mailgun.org, email-smtp.us-east-1.amazonaws.com Port465 (SSL) or 587 (TLS). 587 preferred. UsernameSMTP user (for SendGrid, literally "apikey") PasswordSMTP password or API key From addressThe email address your messages come from From nameExample: "Carlos at NetWebMedia" Reply-toWhere replies go. Usually same as From, but can differ.

We run a test send right away. If it works, you're connected. If not, we show the exact error (usually: wrong login, sending limit hit, or DNS missing).

DNS records — you must do this for emails to actually land

No matter which option you picked, set these on your sending domain. They prove your emails are really yours. Without them, most go to spam.

⚠️ Don't send marketing email without DNS set up

You'll land in spam. Google and Microsoft both require this as of Feb 2024. Skip DNS = skip the inbox.

10.2 Using the inbox

Conversations tab (/app/conversations.html):

10.3 Writing a message

Three ways:

  1. New conversation: top-right "Compose" → pick contact → subject + body → send
  2. Reply to an existing thread: open it → type → Send or Schedule
  3. From a contact's page: "Send email" button → same flow

What's in the composer:

10.4 Text message setup (Professional plan and up)

Needs a Twilio account.

  1. Create a Twilio account. Put $20 on it to start.
  2. Buy a Twilio phone number (local, toll-free, or short code). About $1/month for a local US number.
  3. In the Twilio console: Settings → API Keys → create a key. Copy the SID and secret.
  4. In NWM CRM: Settings → Integrations → SMS → paste the SID, token, and phone number.
  5. Send a test text to your own phone. It should arrive within 10 seconds.

US number registration (A2P 10DLC):

If you're sending from a US local number to US recipients, you must register with The Campaign Registry. Twilio walks you through it. Takes 3 to 5 business days. Without it, carriers block your messages.

10.5 WhatsApp setup (Enterprise plan)

Two ways:

  1. Twilio for WhatsApp — simpler. Works in 24 hours. Best for most.
  2. Meta Business direct — more control, lower cost at scale. 2 to 3 weeks to set up (includes business verification).

Both need a verified business and a dedicated WhatsApp number (can be your existing phone, but that phone loses personal WhatsApp — use a dedicated one).

Template messages: outside a 24-hour "open session" window, you can only send pre-approved templates. We ship 12 pre-approved ones. You can request more through Meta (each takes 24 to 48 hours).

11. Saved emails — write once, reuse forever

11.1 Email templates

Settings → Email Templates. Or click "+ New Template" in the composer dropdown.

Each template has:

Variables — wrapped in curly braces, filled in from the contact or deal:

VariableFills in withExample
{{contact.first_name}}First name (from full name)Sarah
{{contact.full_name}}Full nameSarah Kim
{{contact.company}}Company nameAcme Corp
{{contact.role}}Job titleVP Marketing
{{deal.title}}Deal titleAcme — Fractional CMO — May 2026
{{deal.value|usd}}Deal value formatted as money$48,000
{{owner.first_name}}Your first nameCarlos
{{owner.calendar_link}}Your booking linkhttps://cal.com/carlos
{{today|dateformat:"%B %d"}}Today's date, formattedApril 20
{{custom.use_case}}A custom field valueLead gen for B2B SaaS

Fallbacks: if a variable is blank, it uses your fallback. Syntax: {{contact.first_name|default:"there"}} renders "Hi Sarah" or "Hi there" if no first name.

11.2 Snippets (tiny reusable chunks)

Smaller than templates — for signatures, one-line calendar invites, pricing paragraphs. Settings → Snippets.

In any composer, type / + the snippet name to drop it in. Examples:

11.3 Templates we ship out of the box

Every new account gets 12 pre-written templates you can edit:

  1. Discovery call request (cold)
  2. Discovery call request (warm, referred)
  3. Post-discovery follow-up
  4. Proposal delivery
  5. Proposal follow-up (3 days after)
  6. Proposal follow-up (7 days after, last chance)
  7. Contract sent
  8. Welcome + onboarding kickoff
  9. Check-in after 30 days
  10. Renewal reminder (60 days out)
  11. Re-engagement (after 90 days cold)
  12. Breakup email (last attempt before going silent)

12. Marketing: broadcasts & automatic follow-ups

12.1 Segments (the starting point)

A segment is a self-updating list of contacts matching rules. People move in and out automatically as their info changes.

Marketing → Segments → "New Segment":

1

Give it a name

Example: "Enterprise SaaS leads, qualified, no activity 14+ days"

2

Build the rule

Visual builder. AND/OR groups. Example:

status = "lead" AND
tags contains "enterprise" AND
custom.use_case = "Lead gen for B2B SaaS" AND
last_contact < 14 days ago
3

Preview

Shows the match count and first 20 contacts. Tweak the rules if the count looks wrong.

4

Save

Segment shows in the sidebar. Updates on its own. You can also include or exclude other segments (for example "Enterprise" AND NOT "Already a customer").

12.2 Broadcasts (one-time sends)

Marketing → Broadcasts → "New Broadcast":

  1. Pick a segment (or build one on the spot)
  2. Pick a template (or write fresh)
  3. Personalize subject and body with variables
  4. Preview (on desktop and phone)
  5. Send a test to yourself and one colleague — always do this
  6. Schedule: now, or pick a time
  7. Confirm — shows count and cost (free inside your plan limit; extras at plan rate)

While sending: a live progress bar. Sending is capped at 500/hour by default (protects your sender reputation). Enterprise can go to 5,000/hour. Pause mid-send if something's off.

After sending: live stats:

12.3 Automatic follow-up sequences

Automation → Sequences → "New Sequence". A visual canvas.

Starts (what kicks off the sequence):

Actions (what the sequence does):

12.4 Example: "New lead welcome" sequence

Start: Contact created with status = lead
↓
Wait: 5 minutes
↓
Send email: "Welcome — here's what happens next"
↓
Wait: 2 days
↓
Branch: did they open the first email?
├─ Yes: Send "Here's a case study"
└─ No: Send "Different angle" email
↓
Wait: 5 days
↓
Branch: has a deal been created for them?
├─ Yes: End (sales rep has it)
└─ No: Create task for owner: "Personal outreach"

This one sequence handles about 300 leads a month for a typical Professional customer. Replaces 6+ hours a week of manual follow-up.

12.5 Unsubscribes (very important)

Every marketing email automatically includes an unsubscribe link (you can't remove it). When someone clicks:

  1. Contact marked unsubscribed: true
  2. Pulled out of every active sequence
  3. Future campaigns automatically skip them
  4. They have to opt back in through a form to get marketing again
⚠️ Never try to work around an unsubscribe

The law says you must honor every unsubscribe within 10 business days (US) or right away (EU and Canada). We enforce this in the platform — the block list can't be edited. If you need to contact someone for a non-marketing reason (like renewal), send a 1-to-1 transactional email, not a marketing blast.

13. Reports & forecasts

13.1 Sales pipeline dashboard

Shows:

What to watch: if weighted pipeline is less than 3× your monthly revenue target, you have a pipeline problem (not a closing problem).

13.2 Revenue dashboard

13.3 Funnel conversion

13.4 Activity dashboard

13.5 Campaign performance

13.6 Contact list health

13.7 Customer health (for existing customers)

13.8 Team scorecard

13.9 Custom reports

Reporting → Custom → "New Report". Pick your data (contacts, deals, activities, campaigns), filter, group, and draw the chart. Save, share, send weekly by email.

13.10 Export formats

14. Agency tools — for people running many clients

If you resell, put your own brand on the tool, or run it for clients, this is the reason to pick NWM over HubSpot. Five tools HubSpot doesn't ship at any price.

14.1 Sub-accounts

Sub-accounts give you one parent login that can jump into any client's space. Each client has their own data, their own users, their own pipelines. You see everything rolled up. Spin up a new client from a template in under 60 seconds.

14.2 White-label

White-label puts your brand on every surface your clients see: your domain (crm.youragency.com), your logo, your colors, your email sender, your favicon, your login screen. NetWebMedia disappears from view. Per sub-account, so each client can have a different brand.

14.3 Billing

Billing is the reseller money layer. Set your own plans and prices. Charge clients monthly. NWM takes a small platform fee. Runs on Stripe Connect underneath. Invoices and failed-payment follow-ups happen through the Billing module, not a separate tool.

14.4 Affiliates

Affiliates runs your referral program. Track signups, approve payouts, pay commission on first sale or recurring. Affiliate links work on every landing page and form across every sub-account, with credit going back to the right referrer.

14.5 Reputation

Reputation handles review requests and replies across Google, Yelp, Trustpilot, and G2. Trigger a request from any automation. Watch for new reviews. Reply in-product. See sentiment trends in Reports. Use it for your own agency brand, or sell it as a service to your clients. Both work.

💡 Why this section is the real reason to pick NWM

An agency running 20 clients on HubSpot pays for 20 HubSpot licenses, glues a fake white-label together with GoHighLevel, bills through Stripe by hand, and tracks referrals in a spreadsheet. One NWM license does all of it, with data shared across every sub-account.

15. Your team — roles, access, secure login

15.1 Adding users

Settings → Team → "+ Invite User":

  1. Email
  2. Role (see 15.2)
  3. Which pipelines they can see or edit
  4. Which contacts they can see (All, Team, Assigned only, Custom)

The user gets a one-click login email, clicks, sets their name, photo, time zone, and they're in.

15.2 Built-in roles

RoleCan doCan't do
UserManage their own contacts, deals, conversations. See the team pipeline.Edit team settings, billing, or other people's data.
ManagerEverything User can, plus edit team members' data plus see all reports.Billing, integrations, team structure.
AdminEverything Manager can, plus settings, integrations, team, pipelines, custom fields.Delete the whole account or change the billing email.
SuperadminEverything. Billing, account deletion, ownership transfer.—

Only one Superadmin per account (usually the founder). Multiple Admins is fine.

15.3 Custom roles (Enterprise)

Build your own role by ticking specific permissions: contacts (read/write/delete), deals (read/write/delete/close), conversations (read/write), reports (read/export), settings (by area), team (invite/edit), integrations, API keys.

15.4 Contact ownership rules

Settings → Data → Ownership Rules. Assign contacts to owners automatically based on:

15.5 Single sign-on (Enterprise plan)

Lets your team log in with their company login instead of a separate password. Supported: Okta, Azure AD, Google Workspace, JumpCloud, OneLogin, any SAML 2.0 provider.

  1. Settings → Security → Single Sign-On → "Configure"
  2. Copy our setup info (a web address and an ID)
  3. In your company's login provider, create a new app with our info
  4. Back in NWM: paste their setup info (XML file or URL)
  5. Test with a test user
  6. Turn on for everyone (optional: require it — blocks password logins)

15.6 Two-factor login (all plans)

Settings → Security → 2FA. Options: code-generator app (Google Authenticator, Authy, 1Password), text message (fallback), passkey. Superadmins can require it for every team member.

15.7 Audit log

Settings → Security → Audit Log. Every important action logged: logins, deletions, permission changes, exports, new API keys, changes to deals over a certain value. Export to spreadsheet or pipe into your security tools (Enterprise).

16. Connecting other apps

16.1 API basics

Base URL: https://netwebmedia.com/app/api/

Sign in: send a bearer token in the Authorization header. Get a token: Settings → API Keys → "New Key". Pick the access level: read-only, read-write, or admin.

Create a contact

curl -X POST https://netwebmedia.com/app/api/contacts \ -H "Authorization: Bearer nwm_live_XXXX" \ -H "Content-Type: application/json" \ -d '{ "name": "Sarah Kim", "email": "sarah@acme.com", "phone": "+14155551234", "company": "Acme Corp", "role": "VP Marketing", "status": "lead", "source": "api", "tags": ["enterprise", "q2-campaign"], "custom": {"use_case": "Lead gen for SaaS"} }'

Returns (201):

{ "id": 12847, "name": "Sarah Kim", "email": "sarah@acme.com", "created_at": "2026-04-20T14:23:09Z", "..." : "..." }

List contacts with filters

curl "https://netwebmedia.com/app/api/contacts?status=lead&tag=enterprise&limit=100" \ -H "Authorization: Bearer nwm_live_XXXX"

Update a deal

curl -X PATCH https://netwebmedia.com/app/api/deals/42 \ -H "Authorization: Bearer nwm_live_XXXX" \ -H "Content-Type: application/json" \ -d '{"stage_id": 4, "value": 52000, "probability": 60}'

16.2 Event signals (webhooks)

Settings → Webhooks → "New Webhook". Set up:

Event list (sample):

Example message (deal.stage_changed):

{ "event": "deal.stage_changed", "timestamp": "2026-04-20T14:23:09Z", "data": { "deal_id": 42, "from_stage": "Qualified", "to_stage": "Proposal Sent", "actor": {"user_id": 3, "email": "carlos@netwebmedia.com"}, "deal": { /* full deal object */ } } }

16.3 Forms

Settings → Forms → "New Form". Drag fields, pick what happens on submit:

Ways to put the form on your site:

16.4 Built-in connections

Settings → Integrations. One-click setup for:

16.5 Drop-in widgets

Add these anywhere on your site:

Troubleshooting — the 20 things we see most

  1. "My emails go to spam" — 9 times out of 10 it's missing SPF, DKIM, or DMARC. Settings → Email → Run Deliverability Check. Fix what's red.
  2. "I imported a spreadsheet but contacts are missing" — check Settings → Import History. Rows without email or phone are skipped. Re-upload the fixed ones.
  3. "HubSpot sync stopped" — token probably expired. Settings → Integrations → HubSpot → Reconnect.
  4. "Deal won't move to the next stage" — the stage requires a field (like expected close date). The error shows in red at the bottom of the box.
  5. "Automation didn't fire" — Automation → (sequence) → Log shows why. Common: contact already in the sequence, filter didn't match, trigger disabled.
  6. "Campaign open rate is 0%" — Gmail's image proxy is blocking. Open tracking relies on loading an invisible image. Use click rate as the real signal.
  7. "I can't find a contact I just created" — 98% of the time, a filter is applied. Click "Clear filters".
  8. "Calendar is pulling old events" — initial sync pulls the last 90 days. Need longer? Settings → Integrations → Calendar → Extend sync range.
  9. "Texts won't send" — Twilio balance might be $0, or US number registration is pending. The Twilio console shows the real error.
  10. "My custom field isn't showing" — you added it to Contacts but are viewing a Company or Deal. Custom fields are per record type.
  11. "Duplicate contacts keep appearing" — check your import setting. Switch to "Fill in blanks" instead of "Create new" for regular imports.
  12. "I'm getting rate-limited on the API" — default is 1,000 requests per minute. Professional gets 5,000, Enterprise is custom. Batch writes in chunks of 100.
  13. "Pipeline is slow to load" — more than 500 deals in active stages. Archive closed-won/lost older than 6 months: Settings → Data → Archive Old Deals.
  14. "Reports show wrong numbers" — time zone mismatch. Every user has their own; reports use the account time zone. Settings → General → Timezone.
  15. "Form submissions aren't coming through" — check the form's Status is Published, not Draft. And that field names match your current setup.
  16. "@-mentions don't notify" — teammate has notifications off. Settings → Notifications → check.
  17. "I can't log in" — the one-click link expires in 5 minutes. Ask for a new one. If blocked by a corporate filter, use the password fallback (Settings → Security).
  18. "I lost access after a single sign-on change" — your admin needs to re-link your account. Contact support if you're the only admin.
  19. "Export is cut off" — at 100,000 rows we split into multiple files (downloaded as a ZIP).
  20. "WhatsApp template was rejected" — usually because the content doesn't match the category. Re-submit with the right one.
🆘 Still stuck?

Email support@netwebmedia.com (4-hour response on business days, all plans). Enterprise gets Slack Connect and a dedicated success manager.

17. Your 30 · 60 · 90-day plan

Days 1 to 7: Foundation

Week 1

Days 8 to 30: First cycle of real use

Weeks 2 to 4

Days 31 to 60: Tuning

Month 2

Days 61 to 90: Scale & connect

Month 3

💡 The compounding effect

Teams that follow this plan report 20 to 40% more deals closed in Q2 than Q1, without adding headcount. The CRM only works if you use it as a system, not as a fancier spreadsheet.

What success looks like

Common mistakes to avoid

Ready for the real thing?

Free 14-day trial. White-glove import and setup included. No card needed to start.

Try the demo → Start a trial

Still stuck? Here's what to do

Email support@netwebmedia.com or request a free AI audit. We'll look at your current tools, tell you which ones NWM replaces, and send a written migration plan within 48 hours.

Common questions (quick reference)

Can I move from HubSpot without any downtime?

Yes. We run HubSpot and NWM side by side for 1 to 2 weeks with a two-way sync. Your team uses whichever they prefer; every change syncs both ways. When you're confident, we turn off HubSpot. No lost data, no downtime.

How many contacts can NWM handle?

Starter: 2,500. Professional: 10,000. Enterprise: unlimited (we've seen 400,000+ contact accounts run fine).

Can I delete a customer's data on request?

Yes. Each contact has a "Delete all data" action that permanently deletes within 24 hours. Whole-account deletions (for things like GDPR) are done within 30 days.

Can I put my own brand on it for my clients?

Yes, on Enterprise. Your logo, your domain (crm.yourcompany.com), your colors, your email sender. We disappear from the UI.

What's the uptime promise?

99.9% on Starter and Professional. 99.95% on Enterprise (credits if we miss). Status page at status.netwebmedia.com.

Can my data live in the EU or a specific region?

EU-only hosting on Enterprise (+$99/mo). US is the default. Other regions, ask us.

What happens if I cancel?

You have 60 days to export everything (contacts, deals, activities, documents — as a spreadsheet and as raw data). After 60 days, the data is deleted per our retention policy.

Is there a phone app?

The web app works fully on a phone browser (try it right now). Native iPhone and Android apps ship Q3 2026.

Keep reading: NWM CMS tutorial · Chat Agents tutorial · AI Automate tutorial

Questions? support@netwebmedia.com — 4-hour response on business days.