What record health shows
Berchtold checks each contact and each open deal for what its next step needs. A record is Current, Needs updates or Stale.
- A deal header shows 1 update, the number of updates, or Stale. A current deal shows nothing.
- The record shows a card with the questions to answer.
- A contact needs updates when it has no email, phone number or source.
An open deal is Stale when no person updated it for too long. It is also stale when a deadline passed with no answer. Changes that Berchtold or Elsa make do not count as an update by a person.
The number of days depends on the deal's phase. By default, it is 14 days for Lead, 21 days for Engaged and Active, and 7 days for Under contract. To change the days and the rules, open Deals → Transactions and select the transaction manager's settings, for example Elsa settings. Use Record health rules. You need the Configure permission in CRM.
Answer a gap with one tap
The card asks short questions about the record. Select an answer. The answer saves to the record in your name.
- For a lead, Berchtold asks if you still work with the client. Choose a follow-up time, or No, mark it lost.
- For a passed deadline, choose Done, Extended or A problem. A problem adds a high-priority task for today.
- For a missing date, enter the date and select Save.
Select Undo within 10 minutes to undo an answer. After that, change the record instead.
When you select No, mark it lost, the deal's status changes to Lost and the card closes. To undo it, set the deal's status to Open again.
To answer, you need the Edit permission in CRM.
Answer from an email
Elsa's daily and weekly reviews end with up to three questions. Select an answer in the email. A page opens. Select Save this answer, or Choose another answer. You do not need to sign in. Berchtold checks your access again.
After you save, you can select Undo (10 minutes) or Open the record. An answer link works for 7 days.
Find the records that need updates
Open Contacts → Needs updates or Deals → Needs updates. By default, a list shows your own records. Use Show to see everyone's records, or one person's records.
- Stale lists the deals with no update by a person for too long, or with a passed deadline.
- Needs updates lists the records that miss something that the next step needs.
Deals under contract show first. Select a row to open the record's questions.
Review suggested updates
Berchtold suggests updates from notes, voice notes and logged calls, texts and meetings. It also reads website chat, web forms, connected Gmail and contract PDFs. Each suggestion says its source and date, and quotes the words that it came from. Nothing changes until someone accepts it.
Open Inbox → Updates to see the suggestions for all your records. Select Accept, Edit or Dismiss. The record's Suggested updates card shows the same suggestions. See Read a contract.