Finamana CRM is an all-in-one platform for the Finamana team. It brings together client tickets, sales opportunities, team attendance, goal tracking, and AI-assisted workflows in a single, role-aware interface.
Finamana CRM is accessible from any browser — desktop or mobile — after logging in with your team Google account.
Dashboard — your daily overview of tickets, deals, goals, and attendance.
Tickets — client service requests and follow-up tasks.
Opportunities — sales pipeline and deal tracking (sales team only).
HR — attendance check-in/out, leave management, and team roster.
Action Plans — AI-generated meeting notes, briefings, and client engagement tools.
Team — admin-only user management.
Every team member is assigned a role that controls what they see and can do inside the CRM.
| Feature | Admin | Manager | Sales | Operations | Viewer |
|---|---|---|---|---|---|
| View Tickets | ✓ All | ✓ All | ✓ All | ✓ All | ✓ All |
| Create / Edit Tickets | ✓ | ✓ | ✓ | ✓ | ✗ |
| Reassign Tickets | ✓ | ✓ | ✗ | ✗ | ✗ |
| View Opportunities | ✓ | ✓ | ✓ | ✗ | ✗ |
| Create / Edit Deals | ✓ | ✓ | ✓ | ✗ | ✗ |
| Goals Tracker (clickable) | ✓ | ✓ | ✓ | View only | ✗ |
| Attendance Check-in | ✓ | ✓ | ✓ | ✓ | ✓ |
| View Team Attendance | ✓ | ✓ | ✗ | ✗ | ✗ |
| View As another user | ✓ | ✓ | ✗ | ✗ | ✗ |
| Team Management | ✓ | ✗ | ✗ | ✗ | ✗ |
| Action Plans / AI Tools | ✓ | ✓ | ✓ | ✗ | ✗ |
Roles are assigned by the Admin in the Team tab. Contact your admin if you need a role change.
The Dashboard is the first thing you see after logging in. It gives you a live snapshot of everything that matters today.
☀️ Today's Briefing
An AI-generated summary at the top of the page highlights your most urgent tickets, overdue items, and upcoming closings. Click the card to expand it. It refreshes every time you reload the page.
Stat Tiles
Four quick-read cards show Open Tickets, Overdue Tickets, Active Deals, and Pipeline Value. Clicking any tile filters the relevant list below.
Team Expenses (This Month)
A summary card showing the total expenses logged across all tickets this month. Click View all to open a breakdown of expenses by team member, with clickable rows that take you directly to the relevant ticket.
My Pending Tickets
Shows tickets assigned to you that are not yet completed. Click any ticket to open its full detail view. Tickets with a red ESCALATED badge are more than 2 days overdue.
Team's Pending Tickets
Visible to admins and managers — shows all open tickets across the whole team. Useful for spotting bottlenecks or covering for colleagues.
Active Opportunities
Visible to sales users — the 8 most recent open deals. Click any deal to open and edit it.
Pipeline Funnel
A visual funnel showing deal counts by stage. Click any stage bar to jump to the Opportunities tab pre-filtered for that stage.
Monthly Goals Tracker
Progress cards towards this month's revenue targets by product category. Sales users can click any card to see a full breakdown of contributing deals. The View dropdown lets you switch between your personal contribution and the whole team.
Use the 💎 Log Value Add button in the briefing card to record value-adding activities like market updates, strategy calls, or referrals. See Value Add Log below.
Tickets track any pending action — client follow-ups, document requests, renewals, or internal tasks. Every ticket has a subject, contact, assignee, priority, due date, status, action items, and a running work log.
Creating a ticket
Action Items / Checklist
Each ticket can have a list of sub-tasks to track step-by-step progress. You can build this manually or load a template.
- Adding an item: Type a step in the input box and press Enter or click Add.
- Reordering: Use the ↑ ↓ arrows on each row to change the order.
- Marking done: Click the checkbox on any row to tick it off. Progress is saved when you save the ticket.
- Load template: Use the ── Load template ── dropdown to apply a pre-built checklist for common ticket types (Onboarding, SIP Setup, KYC Update, etc.). This replaces the current list, so apply it before adding custom items.
Templates are managed by your admin. Contact them to add new templates or deactivate ones that are no longer needed.
Notes / Work Log
The Notes section is a timestamped work log — not a single text box. Every note you add is recorded with your name and the exact date and time.
- Viewing history: Open a ticket to see all previous log entries stacked as cards, each showing who wrote it and when.
- Adding a note: Type in the Add a work note… box at the bottom of the log, then click Save Changes. Your entry is appended automatically.
- Legacy notes: Tickets imported before this feature was introduced show their existing description as a single "Earlier note" entry.
Do not close the modal without saving if you've typed a note — it will be lost. Always click Save Changes after writing a note.
Logging expenses on a ticket
Open the ticket, scroll to Log New Expenses, click + Add Expense, enter the amount and a short description, then save. The expense is added to the client's running total, visible in the Team Expenses summary on the dashboard.
Ticket filters
- Open — all non-completed tickets
- Mine — only tickets assigned to you
- Team — tickets assigned to others
- Done — completed tickets
- Overdue — past due date and not completed
Ticket statuses
Not Started → In Progress → Waiting on Client → Deferred → Completed. Tickets with a red ESCALATED badge are more than 2 days overdue.
Drafting a client update
Open any ticket and click the ✍ Draft Update button. The AI drafts a WhatsApp message and email update based on the ticket subject, status, and work log — ready to copy and send. See Draft Client Update below for full details.
Sharing with the client portal
If the ticket's contact has a portal token, a 🔒 Share / 👁 Shared toggle appears on the ticket card. Toggle it on to make the ticket visible in the client's self-service portal.
Only Admins and Managers can reassign tickets to a different team member.
The Opportunities tab is only visible to Admin, Manager, and Sales roles. Operations and Viewer roles do not have access.
Creating an opportunity
Pipeline stages
New Lead → Qualification → Needs Analysis → Value Proposition → Proposal / Price Quote → KYC / Docs Pending → Application Submitted → Closed Won / Closed Lost
Actions inside a deal
Open any deal to see four action buttons at the bottom:
- 📞 Log Call — record a meeting or call. After saving, the CRM will prompt you to generate an action plan from your notes.
- 🎯 Briefing — generate a Pre-Meeting Briefing for this client. See Pre-Meeting Briefing.
- 📊 Review Report — generate an Annual Review Report for this client. See Annual Review Report.
- Generate Onboarding Link — create a personalised document checklist link for the client. See Onboarding Link.
Checking in
Location is mandatory. The check-in will not be saved at all if location access is denied. Enable location in your browser or device settings and try again. If GPS is slow, the system waits 10 seconds then times out — move to a spot with better signal and retry.
Checking out
When your day ends, click Check Out. The system records your out-time and calculates hours worked for the day. Multiple check-ins and check-outs per day are supported.
Regularisation
Punches flagged as Needs Regularisation appear with an amber badge on your attendance calendar and in the admin roster. Your manager or admin can approve or adjust these. If you have an out-of-office punch that should be approved, inform your manager so they can regularise it from the admin view.
Applying for leave
Admin HR views
Admins and managers can see the full team's check-in status for today, pending leave requests, and a monthly attendance calendar. Use the Viewing: dropdown to switch between team members' calendars.
The Goals Tracker tracks progress towards this month's revenue targets. The numbers update automatically as deals move to Closed Won.
- Achieved — revenue from Closed Won deals this month in the goal's product category.
- Projected — weighted pipeline value using probability by stage.
- Sales / Admin / Manager — goal cards are clickable and open a breakdown of contributing deals.
- Operations / Viewer — cards show progress bars and numbers but are not clickable.
My Contribution vs All Team
Use the View dropdown at the top of the Goals section to toggle between your personal contribution and the whole team's numbers. This option is only shown to roles that have access to Opportunities data.
Goal targets and categories are configured by the Admin. Contact your admin if a target needs to be added or adjusted.
The Action Plans tab is the central list of all client-facing follow-up actions across the team. Items here are typically created automatically by the AI after a meeting — but you can also create them manually.
Viewing action items
The tab shows all active action items grouped by client. Use the Search box to filter by client name or item text, and the Status dropdown to narrow by state (Not Started, In Progress, Done, Pending Client, Pending Third Party).
Creating an item manually
RACI fields
Each action item has R (Responsible — who does the work) and A (Accountable — who signs off). For client-side items, the Responsible field is typically the client's name.
The fastest way to populate Action Plans is via the Meeting Notes → Action Plan tool — paste your meeting notes and let the AI create all the items at once.
After any client meeting or call, paste your notes (however rough) and the AI extracts all action items, assigns priority, responsibility, and suggested due dates, then saves them directly to Action Plans.
How to use it
Alternatively, click 📞 Log Call inside the deal modal to record the call first — the system will automatically offer to generate an action plan from your notes immediately after saving.
"Discussed SIP increase to 25k. Client wants to review insurance. Need to send capital gains statement by Friday. Nominee update pending — he'll send docs next week."
- Action item text
- Priority (High / Medium / Low)
- Category (At Your End / At Our End / Third Party)
- Suggested due date
- Who is responsible (Advisor or Client)
The AI also saves the original meeting notes as context against the client record, which feeds into the Pre-Meeting Briefing and Annual Review Report tools.
If the AI finds no action items in your notes (e.g. the notes are too vague), it will show a message asking you to add more specific tasks. Try including phrases like "need to", "client will", "send by", or "follow up on".
Before any client meeting, generate a personalised briefing that pulls together everything the CRM knows about that client — recent tickets, open action items, deals in progress, and what's been outstanding — so you don't have to dig through records manually.
How to use it
- The client's recent ticket history (what they've asked for, what's pending)
- Open action items at your end and the client's end
- Current deal status and stage
- Key context from previous meeting notes
- Recommended talking points and things to prepare
Generate the briefing 10–15 minutes before the meeting so you have time to read it. The richer your Action Plans and ticket history for a client, the more detailed and useful the briefing will be.
The Annual Review Report pulls together a client's entire portfolio activity — closed deals, active investments, service history, and recommended next steps — into a formatted report you can present or print for the client.
How to use it
- Portfolio summary and product-wise breakdown
- Key actions completed during the period
- Current open items and pending tasks
- Recommended next steps for the advisor
For the most complete report, make sure the client's deals are at the correct stage and their ticket history is up to date before generating.
The Value Add Log tracks proactive activities — market updates you sent, strategy calls you made, referrals, educational content shared, and other client-facing work that doesn't fit neatly into tickets or deals. It gives the team and management visibility into the full breadth of advisor work.
How to log a value add
All value add entries are stored centrally and visible to admins for periodic review and reporting.
When a ticket has been updated and you need to let the client know, the Draft Update tool writes the message for you — in both WhatsApp and email format — based on the ticket's subject, status, and work log.
How to use it
The more detailed your work log entries are, the better the AI draft will be. A ticket with a blank notes section will produce a generic message.
The View As dropdown at the top of the Dashboard lets admins and managers experience the CRM exactly as another team member would — the same role restrictions, filtered data, and permissions apply throughout the entire app.
What changes when you View As someone
- Opportunities tab — hidden entirely if the viewed person is an Operations or Viewer role.
- Goal cards — non-clickable if the viewed person cannot access Opportunities.
- "My Contribution" — shows the viewed person's own deals, not the admin's.
- Tickets "Mine" filter — shows tickets assigned to the viewed person.
- Deals "Mine" filter — shows deals assigned to the viewed person.
- Create buttons — hidden when viewing as a Viewer role.
To return to your own dashboard, select — My Dashboard — from the dropdown.
Write operations (creating tickets, saving deals, check-in) always use your real login — View As is a read-only perspective for verification and support.
The Team tab is only visible to Admins. From here you can:
- Invite a new user — enter their name, email, role, and designation. They receive a Google-based login invitation.
- Change a user's role — click the ⋯ menu next to any team member.
- Edit user details — update name, designation, phone.
- Disable / Enable accounts — disabled users cannot log in but their records are preserved.
Each client can be given a secure, token-based portal link where they can view shared tickets, their action plan, and advisor notes — without needing a login. The portal uses Finamana's brand design system (leaf green + steel blue) and is fully mobile-optimised.
Generating a portal link
Controlling ticket visibility
In the Tickets tab, each ticket with a linked contact who has a portal token shows a 🔒 Share / 👁 Shared toggle. Only tickets you mark as Shared will appear in the client's portal. This gives you full control over what the client can see.
The portal link is permanent — the same URL works every time you share it. You don't need to regenerate it unless the client's token is reset.
When a deal is moving towards closure, generate a personalised onboarding link. The client opens the link in their browser — no login required — and fills in their details and uploads documents. Everything saves to Zoho CRM automatically as they type.
Generating a link
What the client sees
The onboarding form shows one tab per selected product. Each tab contains the relevant fields for that product plus a documents section. Fields save to Zoho CRM automatically — no Submit needed just to save progress. A coloured dot on each field shows save status in real time.
The same link works every time. If the client closes the browser and returns later, all their previously saved data will be pre-filled and their upload slots will show as already uploaded.
There is no manual save on the onboarding form. Every field syncs to Zoho CRM automatically 700 ms after the client stops typing. A small coloured dot on the right side of each field shows what's happening:
| Dot colour | Meaning |
|---|---|
| 🔴 Red | Unsaved change — the client has typed something but it hasn't been sent yet. |
| 🟡 Amber (pulsing) | Saving — the request is in flight to Zoho CRM. |
| 🟢 Green | Saved — the value is confirmed in Zoho CRM. |
| 🔴 Red (static) | Save error — hover over the dot for the error message. A toast also appears on the first failure for each field. |
The Submit button is automatically disabled while any field is still in the saving (amber) state. Once all dots are green, the button re-enables.
If a client reports that their data disappeared, check the Zoho CRM contact record. A red dot with an error message means a network or auth issue prevented saving. Refreshing the page and re-entering the value is the fix.
UIDAI guidelines prohibit storing or sharing a full Aadhaar number. All Aadhaar upload slots on the onboarding form are labelled 🔏 UIDAI Masked and the system automatically handles redaction.
How it works
When a client uploads an Aadhaar image or PDF:
- The browser runs OCR (Tesseract.js) on the image to locate the 12-digit number.
- The first 8 digits are blacked out using a canvas overlay.
- A preview modal shows the masked result. The client can click Upload masked to confirm or Skip masking to upload the original.
Already-masked Aadhaar
If the client uploads an image that is already masked (e.g. downloaded from the UIDAI portal with only the last 4 visible), the system detects this automatically — using both digit count and pixel darkness analysis — and skips the masking step entirely. The file uploads directly with a "Already masked — uploading as-is" toast.
Aadhaar Last 4 field
The Aadhaar (last 4 digits) field shows a non-editable prefix XXXX‑XXXX‑ fused to the left of the input. Only the 4-digit suffix is collected — the full Aadhaar number is never stored anywhere in the system.
Never ask clients to upload an unmasked Aadhaar. The auto-masking is a safety net, not a substitute for the client providing a pre-masked copy.
After a document is uploaded, two buttons appear on that row:
- 👁 Preview — opens a full preview modal. Images show at full resolution. PDFs render the first page via pdf.js. The client can zoom and inspect before submitting.
- 🗑 Remove — removes the file from Firebase Storage and resets the row to "Upload". A confirmation prompt appears first.
Crop tool (images only)
Inside the preview modal, click ✂ Crop to enter crop mode. Drag a rectangle over the part of the image you want to keep, then click Crop & Re-upload. The system crops the image and re-uploads it in place. Useful when a client has photographed a document with a lot of background noise.
Crop works on touch screens too — drag with one finger to select the crop area.
The Submit & Notify Advisor button is shown at the bottom of the onboarding form. When clicked, the following happens automatically in sequence:
- The form's token is marked submitted in the tracking sheet.
- One Zoho Task is created per product (e.g. one task for Term Insurance, a separate task for Mutual Funds). Each task is high priority and linked to both the Deal and the Contact.
- A Deal Note is added in Zoho CRM recording the submission date and listing all products.
- The Deal's Onboarding_Status field is updated to Submitted.
- A confirmation email is sent to the client.
- The form shows a success banner and the Submit button is hidden.
The Submit button is protected against duplicate clicks — if the form is already submitted, a second click will not create additional tasks or send a second email.
Checking submission status
Open the deal in Opportunities. The Onboarding Status panel in the deal view shows the current status, submission timestamp, and the task IDs that were created. See Onboarding Status Panel.
Once a client submits the onboarding form, it immediately switches to view-only mode. All fields are greyed out and cannot be edited. The Submit button is hidden and replaced with a confirmation banner.
What the client sees after submit
A green success banner appears at the top: "Onboarding submitted! Your advisor has been notified and will be in touch shortly." All input fields are disabled. The form is still visible so the client can review what they submitted, but nothing can be changed.
Health Declaration section when locked
The Yes / No buttons in the Health Declaration section stay visually highlighted — a green button for Yes, a grey button for No — so the client can clearly see what they answered. The buttons are not clickable. Unselected options are dimmed so the chosen answer stands out clearly.
When is the form unlocked again?
Only when an advisor explicitly sends it back using the Request More Info action (see Unlock & Resubmit). The client cannot unlock it themselves. After the client re-submits, the form locks again automatically.
If the team finds that some data is missing or a document needs to be re-uploaded after the client has already submitted, an advisor can unlock the form and send the client back to correct it — without creating duplicate Zoho tasks.
How to unlock (step by step)
What the client sees
When the client re-opens their onboarding link, an amber banner at the top of the form reads "Your advisor needs more information" and displays the reason you wrote. All fields become editable again. The submit button changes to Re-submit & Notify Advisor. After they re-submit, the form locks again and you receive a new Deal Note.
On resubmission
The second submission does not create new Zoho tasks. Instead, a Deal Note is added referencing the original task IDs and recording what was updated. The deal status returns to Submitted.
You can unlock a form as many times as needed. Each round-trip adds a note to the deal with the reason, timestamp and who unlocked it — giving you a full audit trail.
Only forms with status Submitted can be unlocked. If the form is still Pending (client hasn't submitted yet), the unlock button will not appear — just resend the original link.
Some fields collected during onboarding are needed purely for processing purposes (e.g. health lifestyle questions, PA cover details, travel trip dates) and do not have a corresponding field in Zoho CRM. These fields are stored locally in Firebase (Firestore) instead of Zoho.
How it works automatically
Every time a client types in a field, the system first tries to save it to Zoho CRM. If Zoho rejects the save (because the field doesn't exist in your CRM layout, the picklist value doesn't match, or it's a custom field that wasn't set up), the system silently falls back to saving the value in Firestore under that client's onboarding session. The client never sees an error — the field still shows a green saved dot.
When the form is re-opened (e.g. after advisor unlocks it), both Zoho data and locally-stored data are loaded and merged, so all previously entered values are restored correctly.
On final submit
All field values — whether stored in Zoho or locally — are included in the Deal Note added to Zoho CRM when the client submits. So the advisor always has a complete record regardless of where individual fields were saved.
Diagnosing save issues (for admins)
If you suspect a specific field is not saving to Zoho, check the Firebase Functions logs in the Firebase Console. Every field save is logged with the result code. A line like onboard/field: Contacts.Marital_Status="Married" → INVALID_DATA tells you exactly that Marital_Status was rejected by Zoho (likely because the field doesn't exist in your Zoho CRM layout or the picklist value name doesn't match). In this case the value is automatically saved locally and you should either create the field in Zoho CRM or treat it as a local-only field.
To check Firebase logs: go to console.firebase.google.com → select your project → Functions → Logs. Search for the field name to see its save history.
When you open a deal that has an onboarding token, a live Onboarding Status panel appears inside the deal detail view. The panel adapts based on the current state:
| Status | What you see | Actions available |
|---|---|---|
| Pending | Link created, client hasn't submitted yet. | Copy link · Resend via WhatsApp |
| Submitted | Submission date/time · Products submitted · Zoho task IDs | Copy link · ⚠ Request More Info (unlock) |
| Needs Info | Unlock reason · Who unlocked it | Copy link · Resend via WhatsApp |
The panel loads automatically when you open a deal — no refresh needed. It always reflects the latest state from the tracking sheet.
The Activity Feed tab gives you a live, Twitter/LinkedIn-style view of everything happening across your team — deals created, check-ins, tickets, notes, logins, and more. Each event appears as a social card with the team member's avatar, action badge, relative timestamp, and a link to the related client or entity.
Feed cards
Every card shows: a colour-coded avatar (deterministic colour per team member), the action badge (e.g. Deal Won, Ticket, Check-in), the event detail, the related client/entity as a clickable link, and the time elapsed since the event. Cards also show quick-react emoji buttons and a comment count.
Burst grouping
When the same person performs the same type of action multiple times within a 5-minute window (e.g. logging several check-ins back-to-back), those events are automatically collapsed into a single grouped card. A small +N more link lets you expand the group to see each individual event.
Filters
Use the filter bar at the top of the feed to narrow down what you see. Available filters:
| Filter | What it does |
|---|---|
| Search | Full-text search across team member name, event detail, and client/entity name. |
| Team member | Show only events from a specific person. |
| Event type | Filter by action category (e.g. Deal Created, Check-in, Login). |
| Client / Entity | Show only events related to a specific client or entity name. |
| From / To | Date range filter — show events within a specific window. |
Click Clear to reset all filters at once.
Feed vs. Timeline view
Use the toggle buttons at the top right to switch between two views:
- Feed — reverse-chronological social feed with burst grouping.
- Timeline — a compact chronological list, useful for auditing a sequence of events.
Live mode
Click Go Live to enable live mode. In live mode the feed polls for new events every 20 seconds. When new activity arrives, a notification bar slides in at the top of the feed — click it to load the new events without losing your scroll position. Click Pause to stop live polling.
Entity timeline drawer
Click any client or entity name on a feed card to open the Entity Timeline — a slide-in right panel showing every recorded activity for that specific client, across all team members and all time. This is useful for getting a complete picture of the relationship before a meeting.
Reactions
Each card has three quick-react buttons: 👍 (like), 🔥 (fire), and ⚠️ (flag). Click a reaction to toggle it on or off. Reaction counts are live — all team members can react to the same event and the counts update in real time. Use ⚠️ to flag an event that needs follow-up.
Comments
Click the comment icon on any card to expand an inline comment thread. You can read existing comments and post your own. Comments are timestamped and attributed to the team member who posted them.
Use the ⚠️ reaction as a lightweight flag to mark events that need action — it's a quick way to surface items without creating a formal ticket.
The Onboarding Tracker tab (visible to admins and managers) shows every onboarding link ever generated across all deals — who it was sent to, when, and exactly where it stands. This is the central control panel for managing the client onboarding pipeline.
Status badges
| Badge | Meaning |
|---|---|
| Pending | Link generated and sent, client has not yet submitted. |
| Submitted | Client has completed and submitted the onboarding form. |
| Needs Info | Advisor has unlocked the form to request additional information from the client. |
| Revoked | Link has been manually revoked and is no longer accessible by the client. |
Stuck detection
The tracker automatically flags onboarding records that appear stuck — links that have been in Pending or Needs Info status for an unusually long time without any client activity. Stuck records are highlighted so you can take action quickly.
Actions per record
| Action | What it does |
|---|---|
| Copy Link | Copies the onboarding URL to your clipboard so you can resend it manually. |
| Resend via WhatsApp | Opens a pre-filled WhatsApp message with the onboarding link ready to send to the client. |
| View Data | Opens a modal showing all submitted field values for that onboarding record — useful for reviewing what the client entered before it's processed. |
| Revoke | Immediately invalidates the link. The client will see a "Link Invalid" message if they try to open it. Use this if you sent the link to the wrong person or need to restart the process. |
Link validity and error handling
The onboarding form now distinguishes between two error states:
- Link Invalid (🔗) — the token does not exist or has been revoked. The client should contact their advisor for a new link.
- Something Went Wrong (⚠️) — a temporary server error. The client will see a Try Again button and can reload without needing a new link.
If a client reports seeing "Link Invalid" but you only just sent the link, check the Onboarding Tracker to confirm the token status. If it shows Pending, the link is valid — the client may have received an older link. Use Copy Link to get the correct URL and resend it.