Help Center
Employee handbookFirst page in Help Center

Work only from your assigned portfolio.

Every seller has their own portfolio in Klienta. If a person is new, add the lead first, then call from the platform.

Start from DashboardOpen Lead IntakeView sales flow
What happened
The call, message, email, or response is saved on the Klienta record.
Where they stand
The pipeline stage matches the real customer state.
What happens next
A dated follow-up or clear close reason exists before you leave the record.

Daily responsibility

What one employee needs to do

The employee works only on their assigned portfolio. The admin controls assignment and can review the work.

Work from your assigned portfolio

Employees see their own assigned contacts, companies, pipeline work, and follow-ups. Admins manage what belongs in that portfolio.

Add the lead before contacting

If the person is not already in your portfolio, create the lead in Klienta before you call, email, or message them.

Open the record, then call

Once the record exists and is assigned, use Pipeline, Calls, WhatsApp, or Email so the outreach is tracked.

Leave the next action clear

Save the outcome, stage, note, and next dated action.

Manager-readable work: no outside calls first, no duplicate customer history, and no expected replies without follow-up dates.

Video guide

Klienta intro - dashboard, leads and more

Watch this intro for a quick walkthrough, or continue reading this page for the written steps and rules.

Use the video for the fast tour through Dashboard, Lead Intake, Pipeline, and follow-ups. Use the written playbook below when you need the exact order and decision rules.

Visual click path

Follow the highlighted clicks

Each screenshot shows the exact place to click during the day-one operator flow. The sample customer is training fixture data.

1. Start from Dashboard

Click Dashboard first to see due follow-ups, active pipeline, and recent activity.

Click to enlarge

What you will see

  • Your follow-ups, active pipeline, and recent activity.
  • Pipeline counts grouped by customer stage.

What to do

  • Start here at the beginning of the day.
  • Work due follow-ups before new outreach.

Hints

  • Open the record before contacting the customer.
  • Do not work from memory or private notes.
2. Open Lead Intake

Click Add lead when the person is new and not already in the portfolio.

Click to enlarge

What you will see

  • New lead submissions and their review status.
  • The Add lead button for new people.

What to do

  • Search first if you are not sure the lead exists.
  • Add the lead before the first call or message.

Hints

  • Use Lead Intake only for new records.
  • If the record already exists, open that record instead.
3. Fill the Add Lead drawer

Add identity, contact method, approved tags, and a short source note before saving.

Click to enlarge

What you will see

  • Full name plus at least one email or phone number.
  • Title and tags before notes, followed by location, links, additional methods, and an optional company relationship.

What to do

  • If the person represents a company, search for an existing company or create it at the bottom of the form.
  • Add at least one real email or phone number.

Hints

  • If Klienta shows a match, stop and let admin review it.
  • Admin can merge, update, or transfer the record.
4. Open the pipeline card

Click the pipeline card that should be worked next.

Click to enlarge

What you will see

  • Pipeline columns such as To Contact, Interested, and Didn't Answer.
  • Cards for the customers assigned to you.

What to do

  • Open the card before you call or message.
  • Check the latest history before choosing an action.

Hints

  • Only work cards assigned to you.
  • Move the card to the right stage after the action.
5. Review outreach actions

Use the pipeline item to review context, then choose Call, WhatsApp, Email, or manual phone action.

Click to enlarge

What you will see

  • Call, WhatsApp, Email, and manual phone actions.
  • Customer details and recent history on the same screen.

What to do

  • Choose the action you are actually doing.
  • Use manual phone only for calls made outside the voice tool.

Hints

  • After starting an action, save the result.
  • Do not leave the action unfinished.
6. Choose the pipeline result

After starting the outreach action, choose the result directly inside the pipeline item.

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What you will see

  • Result choices such as Interested, Didn't Answer, and Not Interested.
  • A follow-up date and notes field.

What to do

  • Choose what really happened.
  • Add a short note or next follow-up date.

Hints

  • Save the outcome before leaving the card.
  • Your note should make the next step clear.
7. Interested

Use this when the customer shows buying intent or asks for details, pricing, or an offer.

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What you will see

  • Interested selected as the customer result.
  • A note field for the next step.

What to do

  • Use this when the customer replies positively.
  • Write what they asked for next.

Hints

  • Add a follow-up, email, or clear next action.
  • Do not use Interested for a guess.
8. Didn't Answer

Use this when there was no answer, voicemail, message sent, or no reply yet.

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What you will see

  • Didn't Answer selected as the result.
  • A follow-up date for the next try.

What to do

  • Use this for no answer, voicemail, or no reply.
  • Set when you should try again.

Hints

  • Do not call again without recording the attempt.
  • A sent message is not Interested yet.
9. To Contact

Use this when the next step is still another first touch or scheduled retry.

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What you will see

  • To Contact selected as the result.
  • A place to schedule the next touchpoint.

What to do

  • Use this when the lead still needs a first real contact.
  • Set the next date if you know when to try.

Hints

  • Do not use this after a real conversation.
  • Use Bad number / email if the contact method is wrong.
10. Not Interested

Use this when the customer clearly refuses so the team does not keep chasing them.

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What you will see

  • Not Interested selected as the result.
  • A note field for the reason.

What to do

  • Use this when the customer clearly refuses.
  • Write the reason in plain language.

Hints

  • Do not keep chasing after a clear refusal.
  • Do not use this for a temporary no-answer.
11. Bad number / email

Use this when the contact data is unusable and admins need to review cleanup.

Click to enlarge

What you will see

  • Bad number / email selected as the result.
  • A note field for what failed.

What to do

  • Use this for invalid phones, bounced emails, or wrong contacts.
  • Write what failed so admin can clean it up.

Hints

  • Do not use this for a normal no-answer.
  • Do not keep using a method marked bad.

Lead Intake

Lead Intake comes before the call

If a person is not already in your portfolio, create the lead before contacting them.

Lead Intake turns a loose name, phone number, email, referral, or form submission into visible Klienta work. It gives admins a review point, prevents duplicate records, and makes sure the right seller owns the opportunity.

Use Lead Intake when

  • A person is not already visible in your assigned portfolio.
  • A new opportunity comes from a form, referral, call, email, WhatsApp message, event, or research list.
  • You have a phone number or email, but no Klienta record exists yet.
  • Ownership is unclear and an admin needs to decide who works it.

Do not use Lead Intake when

  • The person is already visible in your portfolio. Open that record instead.
  • There is already an active pipeline item for the same customer.
  • You only need to add a note, follow-up, phone number, or email to an existing assigned record.
Lead Intake to assigned workOpen flow

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Operating path

Follow this order every day

Dashboard shows your portfolio. Lead Intake creates new records. Pipeline is where the call and result are tracked.

  1. Start from your portfolio

    Dashboard shows the work assigned to you: due follow-ups, active pipeline items, and customers you own.

    Review your assigned work / Check open pipeline / Notice overdue follow-ups

    Open dashboard

  2. Check whether the record is already yours

    If the person is visible in your portfolio, open that record and continue from its history.

    Confirm it is assigned to you / Review company context / Check email and phone

    Open contacts

  3. Create Lead Intake before the first call

    If the person is not already in your portfolio, add the lead first. Do not call from a loose list, memory, or private note.

    Name plus email or phone / Source or context note / Admin can review or assign

    Open lead intake

  4. Run outreach from Pipeline

    After the record exists and is assigned, start the outreach action from Pipeline so the result stays on the customer record.

    Start outreach action / Finish the pending action / Move the stage

    Open pipeline

  5. Record calls and messages

    Use calls, manual phone actions, WhatsApp, or email so every touch is visible.

    Choose pipeline result / Add a useful note / Add next follow-up

    Open calls

  6. Send customer email from Google Workspace

    Use the contact or pipeline email action to open Google mail, then send from the employee Workspace account.

    Confirm the recipient / Send from Google Workspace / Check captured evidence in Inbox

    Review email interactions

  7. File communication evidence

    Use Inbox to connect captured replies back to the right contact, company, or pipeline item.

    Match captured email / Read latest reply / Continue from the CRM record

    Open inbox
Daily employee loopOpen flow

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Tags

Use the approved tag catalog

Tags are shared segmentation data. Operators should read and filter by tags, but should not create their own naming system while calling.

Use approved tags only

Tags drive filtering, segmentation, cleanup, and reports. Do not invent new tags while calling.

Write missing tag needs in the note

If the right tag is missing, record the context in the note and ask an admin to add or map the tag.

Wait for the final catalog

When the approved tag list changes, follow that catalog instead of personal naming habits.

Stage decisions

Move the pipeline to the real customer state

Use these rules after every call, email, WhatsApp message, or manual phone action.

No answer, voicemail, sent message, or no response

Didn't Answer

Save the outreach result and set a dated follow-up.

Customer is interested or asks for pricing details

Interested

Add notes, confirm the requested products, and prepare the next follow-up or Workspace email.

Customer email was sent from Google Workspace

Interested

Verify the captured Inbox interaction and create the follow-up for the expected reply window.

Customer bought

Won

Mark the pipeline won and keep any delivery notes on the customer record.

Customer says no

Not Interested

Save the reason clearly so the team does not keep chasing the same person.

Bad number or bad email

Lost

Choose Bad number / email so Klienta sends the record to admin review for contact cleanup.

Onboarding check

Ready for supervised sales work

The employee is ready when these actions are clear without a manager asking for side notes.

  • The employee can explain that they work only from their assigned portfolio.
  • The employee can explain that a new person must be entered through Lead Intake before the first call.
  • The employee has finished at least one outreach action with pipeline result, stage, and note.
  • The employee has created or confirmed a follow-up date from Pipeline.
  • The employee can find captured email or call evidence from Inbox or Calls.
  • The employee can explain why a pipeline item is in its current stage.
  • The employee can explain why random tags should not be created during calling.

Do not finish the day with hidden work

Your dashboard should not show ignored follow-ups.

Your pipeline should not show customers in the wrong stage.

Your customer records should not depend on memory, side notes, or private messages.

Admin operating modelAdmin

Understand how admins keep Klienta ready for daily sales work.