Welcome to Shape CRM – your all-in-one platform for managing leads, contacts, and team workflows! As an admin, you have the power to configure settings, manage users, and optimize your team’s productivity. Let’s explore key admin tools to streamline your Shape system.
👤 Managing Users in Shape
Easily add, edit, and configure users within your Shape account:
➕ Adding New Users
1️⃣ Click the gear icon ⚙️ in the top navigation bar and go to Manage Users.
2️⃣ Click "Add User", then enter their name, email, and role (User, Admin, etc.).
3️⃣ Assign the user to the appropriate departments for role-specific access.
🔹 Departments in Shape allow users to have different permissions for viewing or managing records.
⚙️ Setting User Permissions & Calling Features
- Control lead acceptance by enabling/disabling the Lead Acceptance toggle.
- Configure calling features like local presence & call monitoring.
- Assign phone numbers to users from the Manage Phone Settings page.
- Modify inbound call routing to ensure calls are directed properly.
🔄 Resetting Passwords
If a user forgets their password, admins can reset it:
1️⃣ Click the user's profile picture.
2️⃣ Select "Change Password" and set a new one.
3️⃣ Note: The user will not receive an automatic email, so you must provide the updated credentials manually.
👀 Using the "Login as User" Feature
Need to troubleshoot or view Shape from a user’s perspective?
✅ Click the "..." in the Actions column of the Manage Users page.
✅ Select "Login as User" to switch to their view.
✅ To return to your admin login, click your profile picture > Switch Login.
📌 Managing Contact Statuses & Prioritization Rules
Shape allows custom status creation to keep leads organized!
📝 Creating & Editing Statuses
🔹 Go to Manage Statuses in the left-hand sidebar.
🔹 Edit existing status types (e.g., New Lead, In Progress, Closed).
🔹 Reorder statuses using drag & drop.
🔹 Set required fields for better data accuracy.
🚀 Prioritizing Leads
🔹 Navigate to Prioritization Rules to control which leads appear first.
🔹 Adjust rules based on status, tags, or actions to maximize efficiency.
🔹 Drag and drop priority rules to organize them in the best order.
📢 Automating Outreach with Drip Campaigns
Drip campaigns automate email, text, and call follow-ups!
🔹 Navigate to Sales & Marketing > Drip Campaigns to create sequences.
🔹 Select from pre-made sequences or create your own.
🔹 Configure start & stop conditions based on lead status.
🔹 Use omnichannel steps (email, text, tasks) to automate engagement.
Once activated, your drip campaign runs automatically – no manual follow-ups needed! 🎯
📨 Capturing Leads from Marketing Sources
🔹 Go to Marketing Sources in Settings to manage lead intake.
🔹 Copy the Posting URL for each lead source to integrate with Shape.
🔹 Access Lead Provider Posting Instructions to map lead data accurately.
🛠️ Need help integrating lead providers? Click the Help button in the bottom right to contact support!
🎯 Automating Lead & Call Distribution
Shape automatically distributes leads using Distribution Rules:
🔹 Push Mode: Leads are assigned round-robin to available users.
🔹 QuickFire Connect: The first rep to click "Accept and Connect" gets the lead, and the system starts calling immediately.
To configure:
🔹 Go to Distribution Rules and click Create Distribution Rule.
🔹 Set rules for lead caps, hours, and reassignment.
🔹 Arrange rules in priority order to control lead flow.
📞 Managing Inbound Call Routing & Phone Settings
Shape ensures seamless call management with flexible routing options:
🔹 Access Inbound Call Routing in Settings to adjust call flows.
🔹 Default: Calls route to a user's direct line.
🔹 Advanced Options:
✅ IVR menus
✅ Round-robin distribution
✅ Blast routing (calls multiple users at once)
✅ Call forwarding
📲 Registering for 10DLC Compliance
- 10DLC registration ensures text messaging reliability and compliance.
- Register quickly via Manage Phone Settings > 10DLC Registration.
📞 Getting a New Phone Number
1️⃣ Go to Manage Phone Settings.
2️⃣ Click "Get Phone Number" and search by area code.
3️⃣ Assign the number to a user or department.
Shape’s built-in calling & texting features save time by keeping communication in one system!
🎉 Congratulations – You’re Ready to Master Shape!
With these admin tools, you can manage users, customize workflows, automate lead follow-ups, and optimize call routing like a pro.
If you need additional support, click the Help button or contact Shape Support at any time.
🚀 Take control of your CRM & elevate your business with Shape today!
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