Projects

Projects are structured sets of tasks you run on a customer — onboarding, problem resolution, upgrades, or any recurring workflow.

Customer → Projects tab · Available to Main and Admin types · Overview of all projects: Ongoing

Projects are structured sets of tasks you run on a customer — onboarding, problem resolution, upgrades, or any recurring workflow. Each project tracks task progress, conversations, files, and impact in one place.

Project templates

Templates let you standardize recurring project types so you don't rebuild the same task list every time. Set up a template once, then launch it on any customer in seconds.

Common templates to create:

• Onboarding

• Problem resolution

• Upgrade / expansion

• Off-boarding

Each template can include:

• Due date — how many days to complete the project from launch

• Tasks — the full task list with snooze days (when each task becomes active)

• Automations — trigger a follow-on project automatically when this one completes

• Shared setting — whether the project is shared with the customer by default

To create a template: go to Settings → Templates.

Creating a project

On a single customer

1. Open the customer record

2. Go to the Projects tab

3. Click New project and select a template or start from scratch

4. Set the project type — Internal or Shared

5. If Shared: set up involved users and launch when ready (see Shared projects)

Across multiple customers at once

1. Go to your customer list

2. Select the customers using the checkboxes

3. Click Multi action → Launch project

4. Select the template to apply

Working with a project

Each project has five tabs:

Tab	What it's for
Overview	Task board — drag tasks between Next action, Doing, and Done
Conversation	Internal notes (or shared comments if the project is shared with the customer)
Resources & files	Upload and share files related to the project
Impact	Customer usage metrics before and after the project started
Setup	Edit name, due date, team members, sharing settings, and automations

Completing a project

When all tasks are done, open the project and click Complete project. If you want this to happen automatically, enable Complete with last task in the template settings — the project closes itself when the final task is marked done.

Viewing all active projects

Go to Ongoing in the left menu to see all active projects across your portfolio in one view. Tasks that belong to a project are tagged with the project name in the customer view so you can always trace them back.

Common scenarios

Standardising onboarding across all new customers

Create an Onboarding template with all required tasks and snooze days set. When a new customer is signed, launch the template from their record. Every onboarding follows the same structure with no manual setup.

Running the same project across a cohort of customers

Use multi-action to select the relevant customers from a list and launch the same project template across all of them in one step.

Tracking whether a project actually moved the needle

Check the Impact tab after launch. It shows usage metrics compared to before the project started, so you can demonstrate concrete progress to the customer or your own team.