Handoffs and Internal SLAs新着
The most fragile moment in a customer relationship is the handover between teams: sales closes, onboarding finds out days later, with no context. The SellioCRM Operations screen makes that handover formal. A handoff transfers responsibility for a record to another person or team, with a context note, and the recipient accepts, rejects and later completes it. An internal SLA sets how many minutes acceptance must take; once the deadline passes, the handoff is marked as breached and the creator is alerted. Playbooks turn a repeated process into steps with deadlines that become activities in one click. And for the most common case, winning an opportunity can create the account's onboarding and the sales order for finance on its own.
- Handoff of any record to a person, with a handover type and a context note
- A cycle with acceptance, rejection and completion, with a notification at every outcome
- Internal SLA in minutes for acceptance, general or per handover type, with breach marking
- Playbooks: task, call, email, note and check steps with deadlines in days, turned into activities when run
- Automatic handover on a win: account onboarding and sales order for finance, both optional
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Handoffs, internal SLAs and playbooks are part of the CRM and are free as long as your company's infrastructure usage always stays below US$ 20 per month.
Every handover has an owner
Each transfer records who passed it, who received it, when it was accepted and the context note.
A deadline that enforces itself
The internal SLA flags what was not accepted in time and alerts the creator, with nobody watching a spreadsheet.
A repeatable process
The playbook makes sure onboarding and account rescue always follow the same steps, with the same deadlines.
Post-sales starts on the win
The account's onboarding is born on closing day, not when someone remembers.
Finance without rework
The sales order ready to invoice reaches finance as soon as the deal is won.
Rejected, completed and cancelled are final states: a handoff never slips back to pending by mistake
The SLA clock only runs for a pending handoff; accepting, rejecting or cancelling stops it
A policy for a specific handover type beats the general policy, so Sales to CS can have a different deadline from the rest
The module starts empty and changes nothing in your routine until someone creates the first handoff, policy or playbook
Handoff with acceptance
In the Handoffs tab, choose the record type, enter the record, describe the handover type, pick the recipient and write the context note. The recipient sees it under Assigned to me and can Accept or Reject; once accepted, they can Complete it. The creator follows it under Created by me and is notified at every outcome.
A deadline to accept
In the Internal SLAs tab, an administrator sets a target time in minutes for acceptance, with a general policy or one specific to a handover type. When the deadline passes without acceptance, the handoff shows as SLA breached, a signal is emitted and the creator is alerted. The screen's indicators show pending, accepted, completed, breached and average acceptance time.
Playbooks that become activities
A playbook is a reusable sequence of steps, each with a type and a due date in days after the start. When you run the playbook on a record, the CRM creates the matching activities with their deadlines already set. Creating and editing playbooks is an administrator action; running one is open to the team.
From the win to post-sales and finance
When you mark an opportunity as won, the More menu gains the Start onboarding action, which creates the Onboarding linked to the same company. An administrator can turn on the automatic handover, which creates the onboarding by itself on the win, and the finance handoff, which generates the sales order ready to invoice and notifies administrators. The invoice remains a finance action.
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Open Analytics, Operations.
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In the Handoffs tab, create the handover with record, type, recipient and context note.
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In the Internal SLAs tab, set the acceptance target time, general or per type.
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In the Playbooks tab, build the steps with deadlines in days and run the playbook on a record.
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If you want, enable the automatic onboarding handover and the finance handoff in settings.
Sales to onboarding
The opportunity is won, the Sales to CS handoff goes to the CSM with a note of what was promised, and the acceptance SLA makes sure someone takes over the same day.
Support to sales
Support spots an expansion opportunity and hands the record to the account's rep, who accepts and completes it once the proposal goes out.
Rescuing an at-risk account
The rescue playbook creates the day-1 call, the day-3 email and the day-7 meeting in one click.
An order on the win
With the finance handoff enabled, every won deal generates the sales order and administrators are told there is something ready to invoice.
What happens when the SLA expires without acceptance?
The handoff is marked as SLA breached, a signal is emitted and the creator is notified. The clock only runs while the handoff is pending.
Who can create SLA policies and playbooks?
Only administrators. Creating handoffs and running playbooks is open to anyone with access to the module.
Can a rejected handoff be reopened?
No. Rejected, completed and cancelled are final states. To try again, create a new handoff.
Does the automatic handover create duplicate onboardings?
No. If the account already has an open onboarding, no other one is created.
Does the finance handoff issue the invoice?
No. It generates the sales order ready to invoice and notifies administrators. Issuing the invoice remains a finance action.