09. Opportunities

Opportunities (deals) represent commercial negotiations with a contact. They allow tracking the potential value and status of each sale.

Opportunity Information

Opportunity States

Each opportunity has a state indicating its progress:

Closing an Opportunity

When an opportunity is marked as won or lost:

• The close date is automatically recorded
• It can indicate who closed the opportunity
• The state changes to "closed"

Relationship with Contacts

Each opportunity is associated with a contact:

• A contact can have multiple opportunities
• The system automatically counts how many opportunities each contact has
• When a contact is deleted, their opportunities are deleted

Assignment

Opportunities can have:

• Assignee - The agent responsible for the opportunity
• Closed by - The agent who closed the opportunity (can be different)

Custom Attributes

In addition to standard fields, you can add custom attributes to opportunities to record information specific to your business:

• Product type
• Lead source
• Competitor
• Probability of closing
• Etc.

Attributes are configured from Settings > Opportunity Attributes.

CRM Synchronization

Opportunities are synchronized with integrated CRMs:

HubSpot

• Synchronized as deals in HubSpot
• The HubSpot ID is stored to maintain the relationship
• Changes are reflected in both directions

Pipedrive

• Synchronized as deals in Pipedrive
• Maintains the Pipedrive ID for synchronization
• Bidirectional updates

External Reference

You can link the opportunity to an external system using the external reference ID. This is useful for:

• Custom integrations
• Your own billing systems
• ERPs

The external reference ID must be unique per account.

Use in Workflows

Opportunities can trigger workflows:

• When an opportunity is created
• When it is updated (state changes, amount changes, etc.)

You can also use workflow actions to:

• Create opportunities automatically
• Update fields on existing opportunities

Opportunity Filters in Actions

When a workflow action affects opportunities, you can filter which ones:

Opportunity Metrics

The system automatically calculates:

• Number of opportunities per contact
• Total value of won opportunities
• Conversion rate (won vs. lost)

Best Practices

• Create an opportunity when there is a real negotiation, not for every lead
• Keep the estimated amount updated
• Always record the reason when closing as lost
• Use custom attributes for sales analysis