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Opportunity Record

Updated over a week ago

Opportunity records are a central part of managing your sales pipeline in Commusoft. They bring together customer and site details, timelines, proposals, and communication history into one clear view. They’re used alongside tools like the proposal builder, customer portal, and diary events to help you track, quote, and win more work.

View Setting

You can get to the View Opportunity record in two ways. Once here, you can perform a variety of actions and see all relevant customer and opportunity information.

➡️ Opportunities dashboard > Click the relevant card
➡️ View Customer record > Ongoing works > Locate the opportunity > View

Terminology

Opportunity record: The main workspace for tracking a single sales lead. It centralises customer details, site information, communication history, and proposal tools — all in one place.

Customer record: Stores the full history, contact details, jobs, and opportunities for a client. Opportunity records link directly to the relevant customer record.

Opportunity dashboard: The central hub where all active opportunities are listed and managed by the sales team. Each opportunity card here shows its current pipeline stage, helping you track sales progress at a glance.

Pipeline: Tracks where an opportunity sits in your sales journey. Each change updates the timeline automatically.

API call: A secure, automated connection Commusoft uses to speak directly with your integrated supplier’s system and fetch live prices. You don’t need to take any action — it all happens in the background.

Timeline

Think of the timeline as your opportunity’s activity journal. It gives you a full story of how things are progressing — perfect for staying informed and making sure nothing’s missed. Use this to keep your team aligned and ensure no follow-ups get lost. You can click entries to view more details or jump to related records.

Each type of entry gives you a clear view of what happened, who did it, and when.

You'll see time-stamped entries for:

  • Opportunity creation: When the record was first created

  • Proposal creation/updates: Each edit or resend logs a new version with its number

  • Diary events: When a visit or site appointment is added through the diary

  • Calls: Logged outbound or inbound calls using 'Add record'

  • Proposal responses: Logs whether the customer accepted or declined

  • Status changes: Movement of the opportunity through pipeline stages

  • Field edits: Any change to contact details, stage, tags, or pipeline

  • Media uploads: Media uploads are viewable directly in the timeline and show the filename, uploader, and timestamp.

What happens when media is uploaded?

The media portal allows your leads to upload photos or documents as part of the opportunity process. To enable this, include the upload link in one of the following locations. These files can be added and viewd by the lead via the media portal — if you’ve included the upload link in your opportunity template or an email template.

  • The file appears in the Timeline as a new entry

  • You’ll see the filename, upload date, and the customer’s name

  • Files are downloadable from the opportunity record for internal use

Why it’s useful

Media uploads help your team prepare. For example, a customer may send a photo of a boiler location or pipework before a surveyor visit. It can also help clarify instructions or show completed work.

Include the media upload link in your templates to make it easy for customers to contribute information early.

Customer contact details and map

This section displays the company’s address and contact information, followed by the name of the primary contact person for the customer.

➡️ Customer contact section

  • Address and phone/email links: Clicking on these will open the map, dial the number, or start an email.

  • Customer contact: The individual contact name saved to the customer record.

  • Edit: Opens the customer record where this information can be modified.

Opportunity

This section gives you an overview of the opportunity’s key information — from workflow and salesperson to reference numbers. It's where you’ll get a snapshot of what the opportunity involves and who is managing it. You can click Edit to make changes.

➡️ Opportunity section

  • Opportunity name: This is set when creating the opportunity and can reflect the job type (e.g. 'New Boiler')

  • Opportunity number: System-generated ID for the opportunity

  • Workflow: Shows the workflow template in use

  • Created date: The day the opportunity was generated

  • Salesperson: The team member assigned to manage this opportunity

  • Edit: Opens the opportunity to modify any of these fields

Site Details

This section ensures the team knows exactly where the work will take place and any requirements for accessing the site. Accurate site details help avoid delays and miscommunication during visits.

➡️ Site details section

You can edit:

  • Site contact: Name and contact info

  • Access notes: Info for access arrangements

  • Parking instructions: Where and how to park

This section is also editable when modifying the opportunity.

Edit Opportunity

Keeping your opportunity details accurate is essential for creating reliable proposals and ensuring smooth job delivery. You can edit an opportunity right up until the customer accepts it — after that, it’s locked for record-keeping.

➡️ Opportunity section > Edit

Fields that can be edited

You can update many parts of the opportunity record to reflect changes as you work through your sales process. Each editable section supports your internal communication, reporting, and proposal accuracy.

Lead contact details

This section ensures your team can reach the right person quickly and send key communications to the correct address or phone number. It's vital for proposal delivery, updates, and scheduling.

  • Select or add a contact – Choose from existing contacts or create a new one

  • Landline and mobile – Primary contact numbers for scheduling and follow-ups

  • Email address – The address where proposals and notifications will be sent

Opportunity details

This section helps you log and manage key information about the opportunity such as stage, description, customer references, and user groups. Keeping this accurate supports proposal clarity and internal coordination.

  • Description: Internal title or note for reference (e.g. 'New Boiler')

  • Pipeline: Defines where this opportunity sits in your sales journey

  • Notes: Optional free-text field for internal tracking or context

  • Tags: Labels used for filtering, sorting, or automation

  • Customer reference: Optional external reference from the client

  • User group: Restricts which users can view or work on the opportunity

Site information

This section helps ensure your team knows exactly where the work will take place and how to access the site safely and efficiently. It complements customer information and is critical for planning visits.

  • Site contact: On-site person’s details if different from the customer

  • Landline, mobile, email: Additional contact details for the site

  • Access notes: Instructions like gate codes or restricted access

  • Parking instructions: Guidance for where field staff should park when visiting

Photos/Evidence

This section allows you to document visual proof — whether for quoting accuracy, on-site conditions, or compliance. Uploads help your team and customer stay aligned.

  • Upload area: Drag and drop or browse to select

  • Supported file types: Common formats like JPG, PNG, and PDF

  • Mobile visibility: Enable sharing with field users if needed to support the job, such as site conditions or customer-sent files for records or support material.

Reporting lines

These values power internal reporting tools and performance insights. Use Reporting line to track what kind of work is being carried out (e.g. Boilers), and Business unit to indicate which team or department is responsible (e.g. North London Install Team).

  • Reporting line: High-level category used for analytics

  • Business unit: Used for departmental breakdowns in reporting

Salesperson

Assign or update the team member responsible for the sale. This controls ownership for follow-ups and determines who is credited in reports.

Assign a sales licences and Licences

Add Record

You'll see several actions you can perform against this opportunity. All saved actions — including creations, edits, reassignments, uploads, and notes — are visible in the timeline.

➡️ Click Add record or use the option pinned to the bar.

⭐ Send new email

Send a professional message to your customer from within the opportunity. Use this to follow up, share updates, or send reminders — all logged directly to the timeline.

➡️ Send new email

🖼️ [Insert screenshot of Send Email popup here]

Steps to complete:

  1. Enter the recipient’s email address in the To field

  2. (Optional) Click Add cc to copy other contacts

  3. Add a Subject

  4. Type your message in the body field

  5. (Optional) Attach files using the paperclip icon at the bottom left

  6. (Optional) Tick Schedule new activity – this will open a second pop-up after sending, where you can define the follow-up task

  7. Click Send to log the email and (if selected) open the scheduled activity form

⭐ Send new SMS

Send a short text message to quickly update or confirm details with your customer. This is especially useful for last-minute appointment reminders or confirmations.

➡️ Send new SMS

🖼️ [Insert screenshot of Send SMS popup here]

Steps to complete:

  1. Enter the mobile number in the To field

  2. Type your message in the body field

  3. (Optional) Click Use template to insert a saved message format

  4. (Optional) Tick Schedule new activity – this will open a second pop-up after sending, where you can define a follow-up task

  5. Click Send to log the SMS and (if selected) trigger the follow-up activity form

⭐ Log new call

Use this to capture the details of a phone conversation with the customer. It's great for tracking contact attempts, confirming follow-ups, or creating a clear record of verbal agreements.

To add a record for the logged call,

1. Select the contact for whom you are logging a call.

2. Choose whether it is an inbound or outbound call.

3. Click the folder icon at the bottom to view call note templates, then select the one you need. Review the note added and fill in any placeholder tags you have set up. For example, {Availability} in the call summary.

You can customize the added note as needed. However, call placeholder tags can only be configured through the Call Note Templates setting.

4. You can also tag the other users by using '@'. For example, @Albert. By doing this, the tagged user will be notified about the specific opportunity along with the call note you added.

5. Then, select a value for each required field namely, Reason for call, Type of call and Outcome of call.

The dropdown values are pre-defined in the Custom Call Fields setting.

6. Tick Schedule new activity: this will prompt a second pop-up after saving, where you can define the follow-up action. (Optional)

7. Click Save to log the call and (if selected) complete the scheduled activity form.

⭐ Add diary event

Book a site visit or meeting linked to this opportunity. Ideal for scheduling surveys or in-person reviews before proposal acceptance. You can assign the visit to a team member, choose the time and duration, and link it to the opportunity for clear tracking.

For full details, see our Diary Overview article

⭐ Attach new file

Upload documents, plans, or customer-sent images directly to the opportunity. Keeps everything organised and accessible for your team.

➡️ Click Add record > Attach new file

🖼️ [Insert screenshot of Attach File popup here]

  1. Drag and drop your file into the upload area, or click 'click here' to browse your computer

  2. (Optional) Tick Share on mobile to make the file viewable in the field

  3. Click X (top-right) to close the pop-up once the file uploads

Uploaded files are automatically saved and appear in the timeline.

  • Maximum file size cannot exceed 32MB

  • File name cannot exceed 75 characters

⭐ Schedule activity

Create a follow-up task for yourself or a teammate. Great for tracking to-dos like call-backs, email chasers, or internal handoffs.

➡️ Click Add record > Schedule activity

🖼️ [Insert screenshot of Schedule Activity popup here]

Steps to complete:

  1. Enter a Description and optional Notes about the task or event

  2. Choose the Type of activity — Call, Email, Meeting, or Task

  3. Use Set call template if the activity is a phone call (Optional)

  4. Set the Due date and time

  5. Assign the activity to the appropriate team member using the Assign to field

  6. Click Schedule to confirm

⭐ Add new note

Add private internal notes to track observations, customer requests, or job context. Notes are timestamped and team-visible only.

➡️ Click Add record > Add new note

🖼️ [Insert screenshot of Add Note popup here]

Steps to complete:

  1. Enter a Title and your note in the message box

  2. Use @ to mention a team member and notify them directly. (Optional)

  3. Tick Share on mobile if you want field staff to view the note (Optional)

  4. Tick Important to flag the note for extra visibility (Optional)

  5. Click Save to add the note to the opportunity timeline

Clicking the ⭐ next to an item will pin it to the top of your record list in the timeline for quicker access.

Send sequence

Trigger a preset communication flow (like follow-up emails or SMS) configured in your sequences. This option is available in the dropdown menu but cannot be pinned to the timeline.

➡️ Click Add record > Send sequence

🖼️ [Insert screenshot of Send Sequence popup here]

Steps to complete:

  1. Select a sequence template from the dropdown

  2. Choose a recipient in the Send sequence to dropdown

  3. Review the sequence preview that appears to confirm the content

  4. Click Send to trigger the automated communication flow

Sequences

Proposals

When your opportunity is ready to take shape, this section helps you bring everything together into a polished proposal. This section covers both the initial creation state and all available tools once a proposal has been started.

No Proposal Yet?

If no proposal exists yet, you’ll see a motivational message encouraging you to begin.

  1. Click Start creating your proposal to launch the proposal builder

    • Build your proposal using flexible blocks (e.g. text, pricing tables, T&Cs)

    • Add pricing including labour, materials, discounts, or grants

Cover page templates

Proposal in Progress

If a proposal has already been created, you'll see a panel with several fields and action buttons that let you manage every part of the proposal. Below is a breakdown of what each area does and how to use it effectively.

🔶 Send to customer

Opens a menu to send the proposal via SMS, Email, or Print. Choose your method and preview the content on the right-hand panel. Empty blocks are removed, and long blocks are automatically paginated in the PDF.

  1. Click send to customer

  2. Choose SMS, Email, or Print

    • SMS: Sends the proposal link to the customer’s mobile

    • Email: Sends a link, or allows you to attach a PDF manually

    • Print: Opens a printable/downloadable version of the proposal, or Print

You can preview the full proposal before sending — this helps ensure formatting, layout, and totals are correct.

🔶 Download

Generate a PDF of the Proposal to download for a hard copy for records or to send to the customer.

  1. Locate the Opportunity record

    • Proposal section > Click the download icon

    • Proposal section > Send to customer > Print > Download

    • Timeline > Click to view the PDF > Download

Each PDF version is logged in the timeline. Click the version link to view or download any past proposal version.

🔶 Status

Indicates the current stage of the proposal lifecycle. A proposal can be in one of three states.

  1. View the Status

    • Draft: The proposal has been created but not yet sent to the customer

    • Sent: The proposal has been sent to the customer and is awaiting a response

    • Accepted: The customer has accepted the proposal, and it is now locked for editing

🔶 Created date

Shows the exact date and time this version of the proposal was created. Useful for tracking when pricing or content was last updated.

🔶 Edit

Need to make changes? You can update your proposal at any point before it’s been accepted. Whether it’s pricing, layout, or extras — you’re in control. Commusoft creates a new proposal version with the updated pricing. If your customer has the portal open, they won’t see the changes until you resend the proposal. Once accepted, editing is disabled.

If not sent to customer

  1. Click Edit

  2. Make changes to the proposal as required

  3. Exit to save

If sent to customer

Regenerating only affects material prices — your layout, custom text, and labour rates stay exactly as they are.

  1. Click Edit

  2. Choose whether to regenerate material prices:

    • Regenerate prices from integrated suppliers only: Updates prices using only suppliers you’ve directly integrated with Commusoft.

    • Regenerate prices from all suppliers from the integration or local settings: Updates prices from both integrated suppliers and any price lists set manually in your Commusoft settings.

    • Regenerate prices from integrated suppliers and email all suppliers for latest prices: Pulls prices from integrated suppliers and sends email requests to any non-integrated suppliers for manual pricing updates.

  3. Type Confirm

  4. Make your changes to the proposal

  5. Exit to save

  6. Proposal returns to Draft.

  7. Send to Customer becomes active again.

📦 Not using integrated suppliers?
Commusoft will email them for updated prices. You can then update manually from their replies.

🔶 Proposal Name

The name of the Cover page template. This helps identify the job type or context for the client (e.g. 'New Boiler Installation').

🔶 View Proposal

Opens the currently active proposal version in a full-screen viewer where you can review layout, pricing, and all content blocks as your customer would see them before sending. If in draft it open in the editor ready for updates.

🔶 Version

Each time a proposal is edited and saved, Commusoft automatically generates a new version. This helps you keep a clear audit trail of changes and ensures customers only see the most current version when it is resent.

🔶 View Previous Versions

Use this panel to track changes, view historical edits, and roll back to earlier versions if needed.

  1. Click View previous versions in the Proposal panel

  2. A panel will display:

    • The Current version with:

      • Version number

      • Created date/time

      • Creator’s name

    • Previous versions, each with:

      • Version number

      • Created date/time

      • Creator’s name

      • Action buttons: Restore or View

Restoring a version will set it as the new active proposal. Viewing allows you to compare content before restoring.

🔶 View Financial Breakdown

Opens a detailed pricing view that breaks down your labour and material costs across each section of the proposal.

  1. Click View financial breakdown

This breakdown helps your team and clients understand exactly where the costs come from and how they’re distributed:

  • Labour and Materials listed separately for each pricing section

  • Totals for both labour and materials, with percentages showing cost contribution

  • Final Total for the proposal

Use this view to double-check pricing accuracy before sending to the client — it’s especially helpful for multi-part jobs or where pricing is split into different sections.

🔶 Delete

Removes the proposal entirely (if not yet sent).

  1. Click Delete

  2. Type “Delete”

  3. Click Confirm

🔴 Deletion is permanent

🔶 Price

Displays the total amount shown on the proposal. This includes the cost of labour, materials, and any applicable taxes or discounts as configured in the pricing blocks. Useful for confirming at-a-glance what the client will pay before diving into detailed breakdowns.

💭 What is the difference between Draft and Sent?

Proposals in Draft can be edited directly. Once Sent, you’ll need to create a new version to make updates — Commusoft does this for you automatically when you click edit.

Accept a Proposal

Whether you’re marking a deal as won or your customer accepts it directly, here’s how to confirm that everything’s moving ahead.

By User

Once the Customer accepts the Proposal via a call the User can seamlessly accept the Proposal in a variety of ways as highlight below.

➡️ Opportunities dashboard

  1. Click the relevant Card

  2. Click Accept

  3. Complete the Accept proposal form

➡️ Opportunities dashboard

  1. Drag the opportunity to bottom of your screen, drop the card on 'Won'

  2. Complete the Accept proposal form

➡️ View Customer record

  1. On going works

  2. Locate the Opportunity

  3. Click View

  4. Complete the accept proposal form

Accept proposal form:

Follow these steps to manually accept a proposal after receiving verbal or written confirmation from the customer.

  1. Step 1

    • Options If the proposal includes multiple pricing options, select the one the customer agreed to.

    • Click Next

  2. Step 2

    • Choose any optional Add-ons your customer wants included

    • Click Next

  3. Step 3

    • Confirm customer contact details and enter any relevant notes

    • Click Next

  4. Step 4

    • Review the summary and, if applicable, process the deposit amount

    • Click Accept

  5. Step 5

    • A success message displays and the job is created automatically

By the Customer

The customer can accept the proposal directly via the proposal portal using the link provided in their email or SMS.

➡️ Recieve Email/SMS

  1. Click link

  2. Proposal portal opens

  3. Select pricing option desired

  4. Click Accept Proposal

Reject a Proposal

If the proposal doesn’t go ahead, you can easily reject it and keep your pipeline tidy — with clear notes on why.

By User

➡️ Opportunities dashboard

  1. Click opportunity

  2. Reject

  3. Choose reason

➡️ Opportunities dashboard

  1. Drag card to "Lost"

  2. Choose rejection reason

➡️ Customer record

  1. View opportunity

  2. Reject

  3. Choose rejection reason

By Customer

➡️ Email/SMS

  1. Click link

  2. Click Decline Proposal

  3. Choose rejection reason

  4. Click Submit

Quick Links

➡️ Quick links > Clone or Delete

  • Clone: Duplicate the full opportunity and linked data

  • Delete: Only if proposal is not yet sent to customer

Frequently Asked Questions

💭 Can I edit a proposal after sending it? Only by creating a new version. When you click Edit, Commusoft saves a new version and reverts the status to Draft so you can make changes and resend.

💭 Where can I find uploaded photos from the customer? Any media uploaded via the portal appears in the timeline with a timestamp and uploader’s name. This helps your team track and prepare efficiently.

💭 Can I remove an opportunity if it was created by mistake? Yes — as long as the proposal hasn’t been sent, you can delete the opportunity using the Quick Links section on the record.

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