Settings & Configuration
Administrators configure SurelyCrm through the Settings panel. This guide covers user management, statuses, templates, custom fields, telephony, payment providers, and application-level configuration.
Admin Only: Most settings pages require the Administrator role. If you do not see these options, contact your system administrator.
User Management
Navigate to Settings > Users to manage team members.
Creating a User
- Click New User.
- Enter their name, email, and phone number.
- Assign a role: Administrator or Standard User.
- Set a temporary password or let the system generate one.
- Save. The user can log in immediately.
Managing Users
| Action | Effect |
|---|---|
| Edit | Update name, email, role, or reset password |
| Lock | Prevent login without deleting the account |
| Unlock | Restore login access |
| Delete | Permanently remove the user. Reassign their customers first. |
Statuses
Statuses define your customer pipeline. Go to Settings > Statuses to create, edit, or remove them.
Each status has:
- Value — The display name (e.g., "Active", "On Hold")
- Colour — Visual indicator on customer cards
- Sort Order — Controls display order in dropdowns
Statuses can be referenced in workflows, custom views, bulk actions, and automated actions. Deleting a status that is in use may break existing customer records, so archive carefully.
Email & SMS Templates
Templates ensure consistent communication. Create them in Settings > Email Templates and Settings > SMS Templates.
Template Tokens
Insert dynamic values using double curly braces:
| Token | Resolves To |
|---|---|
{{Firstname}} | Customer's first name |
{{Surname}} | Customer's surname |
{{ReferenceNumber}} | Unique reference number |
{{EmailAddress}} | Email address |
{{MobilePhone}} | Mobile number |
{{HomePhone}} | Home number |
{{Status}} | Current status |
{{Address1}} | First line of address |
{{Postcode}} | Postcode |
Cloning Templates
Use the Clone action to duplicate an existing template as a starting point. This is useful for seasonal campaigns or A/B testing variations.
Custom Fields
Administrators create custom fields in Settings > Custom Fields. Each field has:
- Name — Internal identifier (no spaces)
- Label — Display name shown to users
- Type — Text, Number, Date, DateTime, Boolean, or Select
- Required — Whether the field is mandatory
- Active — Inactive fields are hidden but preserve data
- Display Order — Sort position on the customer form
For Select fields, define the allowed options as a comma-separated list. Custom fields appear on every customer profile and can be used in workflows, views, and calendar templates.
Document Types
Document types categorise uploaded files. Configure them in Settings > Document Types. Examples:
- Contract
- ID Verification
- Proof of Address
- Invoice
- Correspondence
You can clone document types and assign them display colours for quick visual recognition.
Telephony Configuration
To enable the built-in phone system, go to Settings > Application Settings and configure the Twilio section:
| Setting | Description |
|---|---|
| Twilio SID | Your Twilio Account SID |
| Twilio App SID | Your TwiML Application SID |
| Twilio API Key | API Key for token generation |
| Twilio API Secret | Secret for the API Key |
| Twilio Phone Number | Your purchased Twilio number |
| Enable Integration | Master toggle for telephony features |
| Hold Music | Audio played to callers on hold |
| Recording Channel | Mono or dual-channel call recording |
Security: Twilio credentials grant access to your phone system. Store them securely and rotate the API Secret regularly.
Payment Providers
SurelyCrm supports payment provider integrations for processing customer payments. Go to Settings > Payment Providers to configure them.
Currently supported:
- PayPal — Full integration with sandbox and live modes
- Stripe — Coming soon
- GoCardless — Coming soon
For each provider you will need:
- Client ID / Public Key
- Client Secret / Private Key
- Sandbox mode toggle (recommended for testing)
Click Test Connection to verify credentials before going live.
Application Settings
The Application Settings page controls global behaviour:
- Company Name — Displayed in emails and the portal
- Default Email From — Sender address for system emails
- Portal Settings — Require authentication, enable messaging
- Twilio Integration — Telephony configuration
- Feature Toggles — Enable or disable specific modules
Support Categories
Configure support ticket categories in Settings > Support Categories. Categories help route tickets and generate analytics. You can activate or deactivate categories without losing historical data.