CRM, audiences, campaigns and customer journeys

CRM is an available module over organisation-owned customer relationships. Ticketing, Bookings and till activity contribute facts without becoming separate customer databases. A purchase, submitted email, imported list or phone number never grants marketing consent.

Screens and relationship service#

The workspace at /app/[orgSlug]/crm has Overview, Audiences, Opportunities, Campaigns, Customers and Exports. CRM Settings remains available when Growth is off. The optional CRM Growth switch gates Sales, Companies, Journeys and behavioural tracking surfaces; Sales also requires Bookings access, and Journeys requires Automation access.

Customer records are organisation-scoped. Governed contact creation starts unverified with no purchase total or marketing consent. Editing name/phone does not rebind email identity, merge customers, alter spend or change consent. Orders and attendees link to a CRM profile only when an explicit consistent customer link and current CRM permission exist; names are not identity proof.

A Series' CRM tab can import a CSV, tab-separated list or pasted emails into explicit Series audience membership. It reuses exact normalised email, fills missing details only and stops ambiguous identities for review. Importing a relationship does not claim attendance, purchases or consent.

Publish an audience and run a campaign#

1. Choose an audience rule over explainable facts such as spend, visits, recency, engagement, tags and declared interests. Review source readiness.
2. Preview the relationship match, currently contactable customers and exclusion reasons, then publish an immutable audience definition.
3. Create campaign content/offer and freeze the intended audience, purpose, channel, frequency and cost limits.
4. Review the exact campaign and explicitly approve it. Delivery rechecks each recipient's current scope, consent, suppression and frequency.
5. Inspect delivery outcomes and separately reported conversions/revenue.

A frozen audience can shrink when somebody becomes ineligible; it cannot silently grow. Expired/stale source evidence requires reevaluation. Suppression is provider-independent: changing email connection cannot restore an unsubscribed, hard-bounced or complained recipient. Booking recovery campaigns additionally bind a demand run and offer; a filled target can stop the campaign. Attributed revenue and holdout-adjusted incremental contribution remain distinct.

Exports require crm.export; managing a segment does not grant export authority. Downloaded/copied private content and pending actions are bounded by current source access. A revoked grant can remove an open editor or review dialogue.

Sales, companies and follow-ups#

In Sales, filter the Bookings enquiry pipeline by accessible venue/stage and choose board or list. Open an enquiry to link a company, assign an owner, record an estimated value and create dated assigned follow-ups. Complete a follow-up when done; open the Bookings detail for its governed proposal, capacity, contract or cancellation transition.

Create a Company with name, website and notes, then link an existing customer by email and optional role. Linking/unlinking is reversible and does not change that customer's identity or marketing permission. Enquiries and guest details remain subject to Bookings and guest-read access; CRM does not widen them.

Automated journeys#

A journey can respond to supported enquiry, booking, purchase, consent or segment signals. Choose its audience, daily customer limit and budget, pilot recipients or production audience, and whether conversion stops remaining steps. Arrange up to eight Wait, Check audience and consent, Send approved email or Create assigned task steps.

Save the draft, run its dry run, inspect the outcome and approve the exact version before enabling automatic work. Pilot mode allows at most 20 designated addresses, each of which still needs a customer record, consent and audience eligibility. Draft saving and dry runs send nothing. Production approval permits future qualifying customers to enrol.

Published email template versions are selected explicitly. Unsubscribe, suppression and audience loss stop further steps. Recent runs show outcomes; failed runs can retry with their existing message receipts. An approved journey is not evidence of a completed or delivered individual run.

Campaign links, analytics consent and PostHog#

Campaign destinations use versioned /r/[key] links. Redirect requests include scanners/repeats; consented visits, enquiries, confirmed bookings, Orders, collections and refunds have distinct counters.

CRM Settings → Data controls CRM Growth, tracking, analytics-consent wording and website registrations. Changing published consent wording requires fresh consent. Register an approved website and copy its installation code; disable an installation to stop its collection. Settings itself remains accessible when Growth is off, so the business can manage these controls. The website tracker begins opted out and collects bounded page paths/campaign tokens only after analytics consent. It does not collect form contents, arbitrary sensitive query data or unrestricted replay/autocapture. Website handoff is limited to approved origins in the same organisation.

First touch and last non-direct touch are separate. Identity association requires verified customer evidence and analytics consent; matching submitted emails or forwarded links are insufficient. Withdrawal stops collection and pending exports. Deletion additionally severs browser identity and queues provider deletion while retaining required commercial records. Raw browser activity and browser attribution have a 90-day retention window.

Growth-enabled Integrations / PostHog connects the business's own EU/US account through its supported provider flow. Select the exact project, run the connection check and explicitly enable the intended export; disable the connection when it should stop. It receives observational exports; Soupy retains campaign and conversion truth. Connection, provider acceptance and verified ingestion are different readiness states.