Chapter 18: Workspace Settings, Security & FAQ

The Settings area (/settings) is where Company Administrators configure company branding, tailor sales workflows, manage custom user permissions, and ensure complete workspace security.

---

#1. Company Profile & Branding (/settings/company)

Make SG Lead Pro feel like your company's proprietary software:

• Company Name & Legal Entity: Displayed on reports, client download pages, and email headers.
• Brand Logo Upload: Upload your company logo (PNG or SVG format). It replaces the default logo in the top-left sidebar and customer-facing shared brochure links.
• Default Timezone & Currency: Set your primary operational timezone (e.g., Asia/Kolkata (IST)) and currency symbol (₹ INR, $ USD, AED).
• Default Office Location: Used as the default starting point for mapping site visit directions.

---

#2. Roles & Granular Permissions (/settings/roles)

Not every employee should have permission to delete customer records, download entire client databases, or view financial commission reports.

SG Lead Pro uses a Granular Permission Matrix:

Permission Category	Specific Permission Toggles	Recommended Roles
Lead Permissions	• lead.view: View assigned leads • lead.view_all: View all company leads • lead.create: Add new leads • lead.edit: Update requirements & stages • lead.delete: Permanently remove leads • lead.import: Upload CSV spreadsheets • lead.export: Download leads to Excel	• view, create, edit: All Agents • view_all, import: Managers & Admins • delete, export: Admins Only
Project Permissions	• project.view: Inspect projects & drive • project.edit: Add units & change pricing	• view: All Staff • edit: Admins & Sales Heads
Team Permissions	• team.manage: Create teams & round-robin	• Admins Only
Financial / Reports	• report.view: Access analytics & leaderboards • company.edit: Modify company settings	• Managers & Admins Only

#Creating a Custom Role:

1. Go to Settings $\rightarrow$ Roles.
2. Click + Add Custom Role (e.g., "Junior Telecaller" or "Channel Partner Broker").
3. Check the specific permission boxes this role is allowed to perform.
4. Uncheck destructive permissions like lead.delete and lead.export.
5. Click Save Role. You can now assign this role to any team member!

---

#3. Lead Statuses & Sales Pipeline Workflow Builder (/settings/lead-statuses)

Every real estate business follows a slightly different sales methodology. Some teams have 5 stages; others have 9 stages including legal verification and loan approval.

SG Lead Pro lets you customize your stages and workflow rules:

#Customizing Status Stages:

• Add custom stages (e.g., "Token Received", "Home Loan Sanctioned", "Agreement Signed").
• Reorder stages using the Move Up and Move Down buttons.
• Assign custom colors and icons to each stage so they stand out clearly in the Kanban board.

#The Visual Workflow Canvas:

Click Workflow Canvas to configure transition guardrails:

• Define which stages can progress into which next stages.
• Prevent agents from skipping required milestones (e.g., require Site Visit Completed before moving to Negotiation).
• Click Publish Workflow to apply your rules across the entire CRM immediately.

---

#4. Browser Sessions & Device Security (/settings/sessions)

Customer data is your company's most valuable intellectual property. To prevent data leakage and unauthorized logins from unknown devices:

1. Navigate to Profile $\rightarrow$ Active Sessions (/settings/sessions).
2. Review all computers, tablets, and smartphones currently logged into your account:
   • Device Type & Browser: e.g., "Chrome on Windows 11" or "Safari on iPhone".
   • IP Address & Location: e.g., "Mumbai, India".
   • Last Active Timestamp: Exact time the device last communicated with the CRM.
3. If you see an unrecognized device (e.g., an old hotel computer or a lost tablet), click the red Revoke (🗑️) button. That device is instantly logged out!

---

#5. Native Web Push Notifications Setup

To ensure you receive instant alerts on your desktop or phone when leads are assigned or follow-ups are due:

1. When logging into SG Lead Pro for the first time, your browser will display a popup:

   "sgleadpro.com wants to send you notifications"

2. Always click Allow.
3. On Android Mobile:
   • In Chrome, tap the three dots (⋮) $\rightarrow$ Settings $\rightarrow$ Site Settings $\rightarrow$ Notifications $\rightarrow$ Ensure sgleadpro.com is set to Allowed.
4. On Windows / Mac Desktop:
   • Ensure your operating system's "Do Not Disturb" or "Focus Assist" mode is not blocking browser banners.
5. Testing Your Notifications:
   • Click your profile avatar in the top-right corner of the CRM.
   • Click Send Test Notification.
   • A test notification should arrive on your screen within 2 seconds with sound and vibration!

---

#6. Frequently Asked Questions (FAQ) & Troubleshooting

#Q1: An agent made a call from their phone, but the note isn't showing in CRM. Why?

Answer: Check if the agent has installed the Android Call Tracker Companion APK and granted both READ_CALL_LOG and READ_PHONE_STATE permissions. If using the mobile browser directly, ensure the agent tapped the green phone icon and entered their notes into the Log Activity box immediately after concluding the call.

#Q2: Why did an incoming Meta lead not get assigned via Round-Robin?

Answer: Check three settings in Teams & Round-Robin:

1. Is the Meta Lead Ad campaign connected to a project that is assigned to an active team?
2. Are the team members toggled to Active? If all agents in a team are toggled Inactive or on leave, the lead is held in the Unassigned pool to avoid neglect.
3. Check Settings $\rightarrow$ Integrations $\rightarrow$ Integration Logs to verify the ad platform sent a valid phone number.

#Q3: A sales agent left the company. How do I protect our leads?

Answer:

1. Immediately go to Users, locate the employee, and toggle their status to Inactive. This instantly terminates all their active logins and blocks password resets.
2. In the Lead Database, filter by Agent: [Ex-Employee Name].
3. Use the bulk selection tool to select their leads and click Bulk Reassign to distribute their active clients to remaining sales agents.

#Q4: Can two agents edit the same lead simultaneously?

Answer: Yes, but SG Lead Pro uses atomic timeline logging. If Agent A logs a call note at 11:30 AM and Agent B logs a WhatsApp update at 11:31 AM, both updates are safely saved to the permanent customer timeline in chronological order without overwriting each other.

#Q5: Can I export our entire customer database to Excel?

Answer: Yes, provided you have the lead.export permission (reserved for Company Administrators). Navigate to Lead Management, apply any filters (or leave clear for all), and click Export to Excel / CSV in the top action bar.

#Q6: What happens if our Meta/Facebook access token expires and ad leads stop syncing?

Answer: Meta user tokens typically remain valid for 60 to 90 days. If an ad account password changes or permissions expire:

1. SG Lead Pro's self-healing webhook engine logs an alert: "Meta Token Expired / Permissions Revoked".
2. The Company Administrator receives an instant email notification.
3. In the meantime, Meta queues missed leads on their servers.
4. Navigate to Integrations $\rightarrow$ Meta Lead Ads, click Reconnect Meta Account, and re-authorize the page.
5. Once reconnected, click Sync Missed Leads. The system retroactively fetches every inquiry submitted during the disconnected period without a single lost lead!

#Q7: Can we prevent telecallers from copying or exporting phone numbers to their personal phones?

Answer: Yes. Under Settings $\rightarrow$ Roles $\rightarrow$ Security Policies:

• Toggle off lead.export to disable spreadsheet downloading.
• Enable Phone Number Masking: The CRM will display numbers as +91 98765 *****. Agents can still click the green Call button to initiate outbound calls via the Android companion or cloud telephony without viewing or copying the complete unmasked number.

#Q8: Why are Web Push notifications not appearing on an iPhone (iOS)?

Answer: Apple iOS requires websites to be saved as a Progressive Web App (PWA) to enable background Web Push notifications:

1. Open Safari on your iPhone and navigate to your SG Lead Pro portal URL.
2. Tap the Share button (the box with an upward arrow at the bottom of the screen).
3. Scroll down and tap Add to Home Screen.
4. Launch the newly created SG Lead Pro icon from your iPhone home screen.
5. Log in and tap Allow Notifications when prompted. Notifications will now trigger native iOS lock-screen banners with sound!

#Q9: Why does a lead appear with "Source: Unknown / Direct Webhook"?

Answer: This occurs when a custom landing page, Zapier webhook, or third-party portal sends lead data without specifying the utm_source or platform parameter in the payload. To fix this, update your website form script or webhook mapping to include "platform": "Website Contact Page" or "utm_source": "Google Ads".

#Q10: How do I recover a lead that was mistakenly marked as "Deal Lost"?

Answer: Deals marked Lost are never deleted from your database:

1. Go to Sales Pipeline or Leads.
2. Set the stage filter to Deal Lost.
3. Locate the customer record and open their Lead Profile.
4. In the top action bar, click Reopen Lead.
5. Select the stage to restore them to (e.g., Site Visit Completed or Follow-up Scheduled).
6. Enter an explanation note (e.g., "Customer secured loan pre-approval; re-evaluating 3BHK"). The lead returns immediately to your active pipeline.

#Q11: What is the maximum file size supported in Project Drive?

Answer: Individual floor plan images, brochures, and price lists can be uploaded up to 100 MB per file. For 4K walkthrough videos or drone footage exceeding 100 MB, we recommend hosting the video on YouTube or Vimeo as an unlisted video, and pasting the video link directly into the Project Video URL field.

#Q12: How does the AI Copilot handle regional Indian accents or mixed Hindi-English (Hinglish) voice notes?

Answer: The SG AI Copilot is specifically fine-tuned on South Asian multilingual speech models. You can dictate call summaries mixing Hindi, English, and Marathi (e.g., "Customer ko budget issue hai, but he agreed for a site visit this Saturday if we give him covered car parking"). The AI accurately parses the intent, converts it to professional English, and automatically schedules the Saturday site visit task!

#Q13: How do we prevent spam bots from submitting junk leads through our website forms?

Answer: When using the SG Lead Pro Embeddable Web Form or public Webhook endpoints:

• Enable Google reCAPTCHA v3 in Settings $\rightarrow$ Integrations $\rightarrow$ Website Forms.
• The CRM automatically verifies browser trust scores in the background without forcing real buyers to solve annoying image puzzle captchas. Inquiries with high bot confidence scores are quarantined in the Spam filter.

#Q14: Can an agent log in from outside the office or after working hours?

Answer: By default, agents can log in from any approved device. However, if your enterprise requires strict compliance, Admins can enable:

• Office IP Whitelisting: Restrict CRM logins exclusively to your sales office's static broadband Wi-Fi IP address.
• Shift Geofencing: Require mobile agents to clock in via GPS attendance before accessing customer contact details.

#Q15: How does SG Lead Pro prevent duplicate leads across multiple portals?

Answer: The CRM uses an intelligent deduplication engine. When an inquiry arrives, the system checks both the 10-digit phone number and email address against your existing database. If a match is found, the system does not create a duplicate row; instead, it appends a new activity log to the existing lead's timeline: "Customer re-inquired via 99acres (Campaign: Monsoon Offer)" and alerts the currently assigned agent.

#Q16: What happens if an agent's phone is stolen or lost?

Answer: The Company Administrator should take two immediate steps:

1. Go to Settings $\rightarrow$ Active Sessions, locate the lost device, and click Revoke Device. This instantly kills the session token.
2. Go to Users, open the agent's profile, and click Force Password Reset. The thief will see a locked login screen and cannot access any customer phone numbers or confidential project data.

#Q17: What is the difference between a "Lead" and an "Inventory Unit"?

Answer:

• A Lead is a person (the prospective buyer, their budget, and contact history).
• An Inventory Unit is a physical asset (Tower B, Flat #1402, 1,450 sq.ft., ₹1.2 Crore).
• When a lead decides to buy, you associate the Lead with the Unit in the system, changing the unit's inventory status from Available to Booked/Held.

#Q18: What should I do if a CSV import fails with an error?

Answer: If a spreadsheet upload encounters formatting errors, the CSV Import Wizard generates a downloadable Error Reconciliation File. Open this file to see exact row numbers with specific issues (e.g., "Row 42: Invalid phone number format - contains letters"). Correct those specific rows and re-upload only the corrected file.

#Q19: Is our company client data secure and encrypted?

Answer: Yes. All data in SG Lead Pro is transmitted using TLS 1.3 256-bit encryption (the same standard used by financial banking institutions). Passwords are encrypted using one-way cryptographic hashing (bcrypt), and automated daily encrypted database snapshots ensure zero risk of permanent data loss.

#Q20: How do we get onboarding assistance or technical support?

Answer: For technical inquiries, feature suggestions, or enterprise onboarding assistance:

• Email dedicated enterprise support: support@sgleadpro.com
• Access the in-app Help & Documentation center by clicking the question mark (?) icon at the top-right corner of any screen.