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      1. WorldVia Travel Network Help Center
      2. Member Success

      CRM - Contact Manager Internal FAQ

      General 

      • Lives in WorldVia PRO under Run tab.
      • Is part of the CRM (Customer Resource Manager).
      • Is available to all user permission roles.

       

      Common Questions 

      • Can I store client credit card information in the Contact Manager?
        1. The Beta version of the CRM does NOT support storing customer credit card and payment information. Do NOT store client credit card data in the Notes or other Contact fields. Support for secure and PCI-compliant storage of client payment details is currently under development and will be included in an upcoming release. 
      • How do I submit suggestions or improvements for WorldVia Products?
        1. We are continuously looking for ways we can improve our sites, tools, and user experience. If you have a suggestion on how we can improve, please fill out this form. Thank you in advance!
      • How do I change which contact fields display on the Contact page list in the Contact Manager?
        1. Click on the Contacts page under left-side left side navigation. Then click the settings icon. It looks like a pink gear button next to the Add Contact button on the right side of the page above the contact list. This will open a pop-up of all fields to display.
        2. Graphical user interface, text, application, chat or text message Description automatically generated
        3. Check the box next to the fields you would like to display. You can reorder selected fields by clicking the field arrows up or down on the right side of the pop-up.  Click Save changes.
      • Can I export information from the Contact Manager?
        1. The Beta release of the CRM does not include the ability to export Contacts on your own. However, you can request an export of your Contacts at any time. 
      • What is the CRM?
        1. The WorldVia PRO CRM, or Customer Resource Manager, is a group of tools housed under the Run tab in the left side navigation. It includes a Contact manager, Company manager, Trip manager, Tasks, and notes.
      • Will there be a cost for the CRM?
        1. No, the CRM is a business management tool included with your membership.
      • Will the CRM ever cost more?
        1. Currently, the CRM is included in your membership fee. We have no plans of changing that at this time.
      • Who owns the client data in the CRM?
        1. As the owner of your travel business, you own your client data. 
      • How do you use the data from the CRM?
        1. We use your data for analysis purposes, statistics, service improvement, in support of any potential corporate transactions, security, and more. Read our full Privacy Policy for more details.
      • How do I change the contact status in the Contact Manager?
        1. There are 4 contact statuses in the CRM: Lead, Opportunity, Customer, and Inactive. You can change a contact’s status 2 ways:
        2. From the main Contacts page
          • Click on the Contacts page under Run in the left side navigation.
          • If the contacts status is visible in the contact list, click the arrow next to the contact whose status you want to update.
          • Graphical user interface, text, application Description automatically generated
          • Select the new status. 
        3. How to change contact status from inside a contact’s profile
          • Click on the Contacts page under Run in the left side navigation.
          • Navigate to the contact you want to edit and click their name. You will be taken to the contact’s full record, with Personal Info, Company, Identity, Preference, Notes, Emails, and Tasks.
          • Click on the status dropdown next to the contact’s name.
          • Graphical user interface, text, application Description automatically generated
          • Select the new status. 
      • How do I add a new contact in the CRM?
        1. Click on the Contacts page under Run in the left side navigation. 
        2. Click Add contact on the right side of the screen.
        3. This will open a contact pop-up box. The contact’s first and last names are required. 
        4. Click Show more fields to fill in to see all possible contact fields. They are split into three columns: Personal info (includes things like email, phone number, address, etc.), Identity (includes things like passports, visas, and TSA PreCheck/Global Entry.), Preferences (includes things like allergies/diet, loyalty numbers, and other preferences). 
        5. When you are done, click Create.
      • How do I bulk upload a list of contacts in the CRM?
        1. Click on the Contacts page under Run in the left side navigation.
        2. Click on the upload contacts icon. It is next to the Add Contact and settings buttons on the right side of the page above the contact list. This will open a pop-up.
        3. Click upload file and select your file. 
        4. Your file must be a Microsoft Excel CSV (UTF-8 comma delimited) file. If you’re unsure if your file, read this help document.
        5. You will see a list of your excel file columns next to a dropdown list. Select which columns you would like to match to the CRM contact fields, or choose to ignore a column. 
        6. Graphical user interface, application Description automatically generated
        7. Then click upload now. 
      • What is the difference between the Notes page under a contact record and the main Notes page in the CRM?
        1. You can view some pages while you are inside a contact record, including Company, Notes, Tasks, and Emails. These are connected to the main CRM Navigation tabs with the same names, but while you are inside a specific Contact record, you will only see companies, notes, tasks, and emails associated with that contact. If you add a new company, note, task or email while inside a Contact record, you will also be able to see it, and all other items, in the main navigation page.  
      • How do I track contact preferences in the Contact Manager?
        1. You can track contact preferences, including allergies/diet, rewards numbers, supplier preferences and more in the CRM.
        2. Click on the Contacts page under Run in the left side navigation.
        3. Click on the contact’s name you’d like to add to.
        4. Go to the Preferences tab under the header.
        5. Add as much of as little detail as you’d like.
        6. Click save. 
      • Will the Contact Manager sync with other sources for contacts?
        1. The Beta release of the CRM does not include the ability to sync Contacts from other sources, however, if you can export your Contacts from other sources, the Beta release does allow you to bulk import Contacts. 

       

      Feature Details

      • Contact Manager Board
        1. Sort, Filter + Search 
          • Can sort list by creation date or last modified date. Can filter by contact status (Lead, Opportunity, Customer, Inactive), trip (pulls from trip list), and Company (pulls from company list).
        2. Can search contacts (Contact full name and all emails). 
        3. View 
          • Can view 20, 40, or 60 contacts per page.  
          • Can manage view to display different fields in columns and reorder the layout of columns.  
            • Available Fields: Contact Full Name, Status, Mailing Address, Billing Address, Primary Email, Secondary Email, Company, Phone Number, DOB, Preferred Name, Sex, Mobile Phone, Work Phone, Home Phone, Instagram, Facebook, Twitter, Salutation, Title, Trips.
          • Can scroll list left/right and up/down.  
        4. Contact Board Actions 
          • Edit 
            • Can click to edit fields directly in the board or click on a contact name to open up contact profile. 
          • Bulk Edit 
            • Can mass-select contacts to bulk edit, delete, send an email, add a note, add a task, add to a trip, or add to a company.  
            • Can bulk edit Company Name and Status (Add title, and Default Payment Method later). 
          • Delete 
            • When contacts are deleted, a pop-up will appear with the message that selected contacts will be permanently deleted. The user will have to type delete to delete a contact.   
            • Must be typed in all caps to work. 
          • Add a note 
            • See Notes page.
          • Add task 
            • See Task page.
          • Add contact(s) to a company 
            • Can add contact(s) to an existing company or create a new company.  
          • Add Contact(s) 
            • General 
              1. Cannot have multiple contacts with the same primary email. An error will pop up asking which contact the member wants to delete. If there is a duplicate secondary email, the pop-up error will also have the option to skip deletion.  
            • Upload File 
              1. Requirements: Must upload a Microsoft Excel CSV file (UTF-8 comma delimited file). Dates must be formatted mm/dd/yyyy. 
                • CSV delimited in general works too. 
              2. Duplicates will get an error message.
                • If you're bulk uploading, first and last name fields can be blank, but not if you're adding directly to site. 
              3. Add Contact 
              4. Opens a pop-up to Create contact.  
              5. Users can click "Show more fields to fill in" to show all contact field options. 
          • Add contact(s) to a trip  
            • Opens a pop-up to add to a trip. Can add existing contacts or create a new contact.
            • Can add to an existing trip or create a new trip. Can only add contact(s) to 1 trip at a time. 
            • Once a trip is selected, users will be able to preview the trip status, primary contact, and trip travelers. They can also click to view detailed info about the trip. 
            • Users can add a contact with any status (Lead, Opportunity, Customer, Inactive) to a trip, but contacts with Lead or Inactive status will automatically change to opportunity once they are added. If their status is already Opportunity or Customer, their status will not change.  
            • Users can add contacts to any trip unless the trip status is Departed, Returned, or Cancelled.  
      • Contact Profile 
        1. General 
          • When clicked into a contact profile, users can navigate to Personal Into, Company, Identity, Preferences, Payments, Trips, Notes, Emails, and Tasks.  
          • There will be a gray header with the contact's name, Status, Date created, Date Updated, and a button to delete the contact. 
          • If the user makes any changes on the page and tries to leave, they will be prompted to save their changes with a pop-up.
        2. Personal Info 
          • First Name*, Middle Name, Last Name*, Suffix, Preferred Name, Sex, Date of Birth (Same as date of birth in identity pages. If updated there, the date on personal info will update), Mobile Phone, Home Phone, Work Phone, Primary Email, Secondary Email(s), Mailing Address, Same as billing address checkbox, Billing Address, Instagram, Facebook, Twitter, Salutation, Movement restrictions, Movement restriction notes (if movement restrictions are on). 
        3. Company 
          • Can view a list of companies that the contact is linked to. See Company page for more details.  
          • The first company in the list will automatically display. 
        4. Identity 
          • Passports 
            • File (.jpg, .png, or .pdf), Passport number, birth place, Date of birth (pulls from Personal Info if listed. If updated here, the date will change on personal info), Sex, Issue Date, Expiration Date, Nationality, Passport Country. 
          • Visas 
            • File (.jpg, .png, or .pdf), Number, Purpose, Valid From Date, Expiration Date, Duration Days, Country, Date of birth (pulls from Personal Info if listed. If updated here, the date will change on personal info),. 
          • Security 
            • TSA PreCheck, TSA PreCheck Expiration, Global Entry, Global Entry Expiration. 
        5. Preferences 
          • Allergies/Diet 
            • Dropdown list but users can type in their own options.
          • Loyalty Numbers 
            • Supplier dropdown list, Loyalty Number. 
          • Airline Preferences 
            • Airline, Air Domestic Class, Air International Class, Air Seat, Airport, Air Notes (text box). 
          • Hotel Preferences 
            • Hotel Family, Hotel Brand, Hotel Room Category, Hotel Bed, Hotel Notes (text box). 
          • Car Preferences 
            • Car Brand, Car Category, Car Notes (text box). 
          • Communication Preferences
            • Opt out of emails, Opt out of mail.
          • Custom Preferences 
            • Title and Text. 
        6. Trips
          • Can view a list of trips that the contact is linked to. See Trips page for more details. 
        7. Notes 
          • Can view a list of notes that the contact is linked to. See Notes page for more details. 
        8. Tasks 
          • Can view a list of tasks that the contact is linked to. See Tasks page for more details.