# NG CRM — full text Closer to the customer. Faster to the deal. NG CRM shows where every deal stands and what the next step is. Pipeline, customers, activities and quotes live in one place — simple for the rep, clear for the manager. NG Copilot helps at every step and writes nothing without your confirmation. Publisher: Konis Software Doo, Beograd, Serbia. Contact: office@konissoftware.com. ## How NG CRM fits into your business - Accounting, inventory and invoicing stay in your business system — NG CRM connects to it through the API and webhooks. - Customer communication runs through e-mail, Viber and website chat, in one shared Inbox. - The mobile app installs straight from the browser on iOS and Android, without an app store. - Customers accept quotes on a link, quickly and with a trail; where a contract is needed, it is signed separately. --- ## Sales URL: https://ng-crm.app/en/sales (sr: https://ng-crm.app/sr/prodaja) From the first enquiry to an accepted quote, in one flow. Leads get a score and a duplicate check, opportunities move through stages with clear rules, and the server calculates every quote — with discounts, VAT and exchange rates you can explain to the customer. The customer decides on a link, without an account. ### Everything sales does every day - Scored leads with duplicate hints: Company or individual, Serbian tax ID check-digit validation and duplicate hints by tax ID, e-mail, phone and similar name. A 0–100 score with named factors and a “Do not contact” flag. - A pipeline with required fields per stage: Kanban with drag and drop and full keyboard support. Each stage has a probability, required fields and a days-in-stage threshold, so a stuck deal does not go unnoticed. - Next steps by rule: Deal health checks and next-best-action suggestions are readable rules, not model guesses. - Quotes calculated by the server: Prices, discounts and VAT per rate are calculated server-side. “Explain price” shows where every amount comes from, and the price origin is kept. PDF on the legal entity’s letterhead. - Quote acceptance by link: The customer accepts (by typing their name), declines (with a reason) or asks for a change — no account, no password. The decision shows on the quote immediately. - Price lists and discount rules: Rules by customer, group or everyone, and by item, group or everything, with quantity thresholds, validity dates and priority. One rule applies — discounts do not stack. - Foreign currency and NBS rates: A foreign-currency quote also shows the dinar equivalent. The National Bank of Serbia rate list is fetched automatically every morning when enabled, or on demand. - Forecast and targets: Pipeline, best case, commit and excluded categories; monthly targets per seller or team with history; pace by working days, without weekends and holidays. - Partner 360 and sales cockpit: One view of the customer — contacts, deals, quotes, activities and communication — plus a morning brief for each seller, teams, competitors and outcome reasons. ### What one deal looks like 1. An enquiry becomes a lead — From an import, through the public API or from an Inbox conversation. A repeated API call does not create a duplicate. 2. Qualification — New → contacted → qualified. Disqualifying requires a reason, and duplicates are merged (up to five at once). 3. An opportunity in the pipeline — Qualification, proposal, negotiation, closing. A stage cannot advance until its required fields are filled. 4. The quote — The server calculates price, discount and VAT. The quote is sent from the seller’s mailbox and becomes “Sent” only once the message is accepted for sending. 5. The customer decides — Acceptance, decline or a change request arrives through the link and is visible immediately, with time and name. 6. Forecast — The deal enters the forecast by its expected close date, and the target is measured by working-day pace. ### What the sales module does not do - Accepting a quote by typing a name is not an electronic signature — neither simple nor qualified. - A pro-forma invoice is not a tax document. Invoices are issued in your accounting system; NG CRM does not issue them. - Leads do not arrive through a built-in web form on your site — imports and the public API cover that. ### FAQ Q: Does the customer need an account to accept a quote? A: No. The customer receives a link to the quote and accepts it by typing their name, declines it with a reason or requests a change. A link carries one decision and closes when the quote leaves the “Sent” status. Q: How are prices and discounts calculated on a quote? A: The server calculates prices, discounts and VAT per rate from the price list and discount rules. One rule applies per line — discounts do not stack — and “Explain price” shows where the amount comes from. Q: Can I issue a quote in euros? A: Yes. A foreign-currency quote also shows the dinar equivalent. The National Bank of Serbia rate list is fetched automatically every morning when that option is enabled, or manually on demand. Q: Does NG CRM issue invoices? A: No. NG CRM produces quotes, pro-forma invoices, contracts and reservations. A pro-forma is not a tax document; invoices are issued in your accounting system. --- ## Inbox URL: https://ng-crm.app/en/inbox (sr: https://ng-crm.app/sr/inbox) Every customer conversation in one place. E-mail, Viber and chat from your website land in the same Inbox. Each conversation belongs to one customer and one account, has an owner and a reply deadline — and the reply leaves from the same mailbox the question arrived at. ### Channels, routing and deadlines - E-mail over IMAP/SMTP: Shared and personal mailboxes, two-way. Inbox, sent and drafts on the server, full-text search, CC/BCC, attachments up to 25 MB in total and up to 100 recipients. - Viber through Mailbook: Incoming conversations and replies, following Viber’s 24-hour window. A message from the customer record with one image, delivery and read status. Requires your company’s Mailbook account. - Website chat with an AI assistant: A snippet for your site and a list of allowed domains. The bot answers only from documents marked public, never writes to the CRM and is clearly labelled as an AI assistant. - Handover to a person: Chat moves to a person when the visitor asks, on low answer confidence, at a limit, outside office hours or when AI is unavailable. The reply deadline starts at handover. - Routing rules: Rules run in order. Conditions: account, channel, tag, priority, customer owner, keywords. Assign to a fixed person, round-robin with a cap, the CRM owner, or leave unassigned. - Reply deadlines and escalation: First and every next reply in minutes, counted in working hours without holidays, with escalation and reminders. This is a product capability, not a contracted service level. - Rights per account: Read, reply, start and manage levels, and visibility for everyone, team or personal. Personal mailboxes stay private — in search, export, reports and for Copilot too. - Conversations tied to customers: An exact e-mail or phone match links the conversation to the customer; otherwise the Inbox suggests a link. An unknown sender becomes a lead in one click. Internal notes with @mentions. - Microsoft 365 and Google mailboxes and calendar: Connecting through the provider account, plus a two-way calendar. We enable it during onboarding, with an app registration for your installation. ### The path of one message 1. A message arrives — By e-mail, Viber or website chat. The conversation is linked to the customer by e-mail or phone. 2. A rule assigns it — The first matching rule picks the owner — a fixed person, round-robin with a cap or the customer owner. 3. The deadline runs — The first-reply deadline is counted in working hours. A reminder comes before it expires, escalation after. 4. Reply and follow-up — The reply leaves from the same mailbox. A lead, an activity or a support ticket opens straight from the conversation. ### What the Inbox does not cover today - WhatsApp, Instagram, SMS and Messenger are not NG CRM channels. Today the channels are e-mail, Viber and website chat. - Telephony is not built in: calls go through your phone (a call link), and the call is logged as an activity. - AI does not draft replies or classify messages in the Inbox, and Copilot does not answer customers in conversations. - Viber messages are sent through your company’s Mailbook account; without it the Viber channel is not active. ### FAQ Q: Which channels go into the Inbox? A: E-mail over IMAP/SMTP (shared and personal mailboxes), Viber through Mailbook and chat from your website. Microsoft 365 and Google mailboxes are connected during onboarding, as part of your installation’s setup. Q: What do I need for Viber? A: Your company’s Mailbook account. NG CRM connects to Mailbook once per company, with possible exceptions per legal entity, and respects Viber’s 24-hour window for replies. Q: Can the chat bot change CRM data? A: No. The bot answers only from documents you marked public for website chat, writes nothing to the CRM, is clearly labelled as an AI assistant and hands the conversation to a person when needed. Q: Can a manager see sellers’ personal mailboxes? A: No. Personal mailboxes are private, in search, export, reports and for Copilot as well. Shared mailboxes have access levels — read, reply, start and manage. --- ## Marketing URL: https://ng-crm.app/en/marketing (sr: https://ng-crm.app/sr/marketing) Campaigns that reach only the people who agreed to them. Segments are built from data sales already has, messages go out by e-mail or Viber, and consent and opt-outs are checked at the moment of sending — not when the list was made. Every recipient keeps a history. ### From segment to sales outcome - Segments from data you already have: Conditions on customers, deals, activities, quotes, territory and custom fields, combined into groups with “all” or “any”. Count and sample are visible before saving, with a reason for each member. - Nightly refresh or a fixed cut: A segment with nightly refresh is measured again when sending starts. Without it, it stays as it was — useful for a trade-fair list. The default cap is 20,000 members. - A guided campaign wizard: Basics, channel and sender, audience, content and personalisation, preview and test, send time and confirmation. The draft is saved at every step and sends nothing to anyone. - E-mail with HTML and a text version: A block editor or raw HTML, always with a text version. On save, the server strips scripts, forms and frames. Templates are copied in, so editing a template does not change a campaign. - Viber messages through Mailbook: Text, image and button in the allowed combinations. The Viber channel uses the company’s own Mailbook account. - Personalisation with fallback values: Tags such as the contact’s first name or the customer’s name, with a value for recipients missing that data. An unknown tag blocks scheduling, so nobody receives curly braces. - Test, schedule and control: Test sends to one to five addresses, send now or at a scheduled Belgrade time, pause, resume and a final stop. The final recipient list is built only when sending starts. - Consent per channel and a suppression list: Separate consent for e-mail and for phone/Viber, with an append-only log. Opt-outs, complaints and hard bounces go onto the legal entity’s suppression list. - Results down to the recipient: Delivery, engagement and sales outcome — leads and cost per lead — with the history of every message and recipient export to Excel or CSV. ### The path of one campaign 1. Segment — Conditions on sales data. The preview counts how many partners and contacts have an e-mail and a mobile number, and writes nothing. 2. Channel and content — E-mail or Viber, a sender from the allowed list, a message from the editor or a template, and personalisation. 3. Audience and consent — The preview shows how many recipients get the message, how many are excluded and why, and which consent policy applies. 4. Test and timing — A test message is marked [TEST] and never counts in results. Sending starts now or at the scheduled time. 5. Sending — The final list is built at send time, with fresh opt-outs. A message with an unknown outcome is never sent again. 6. Outcome — Per-recipient history, clicks and sales outcome — on the campaign card and on the Marketing dashboard. ### What the marketing module does not do - Opens and clicks are measured only when e-mail goes through Mailbook. When it goes through the company’s own mail server (SMTP), the only known fact is that the message was handed over. - There are no recurring or automated campaign sequences (“drip”). Each campaign is started on its own. - The channels are e-mail and Viber. SMS, WhatsApp and Instagram are not part of the marketing module. ### FAQ Q: Can I send Viber campaigns from NG CRM? A: Yes, if the company has its own Mailbook account connected to NG CRM. Viber messages go only to contacts who gave explicit consent for phone and Viber. Q: What happens if someone unsubscribes after the segment was built? A: They will not get the message. The final recipient list is built only when sending starts, so every opt-out and suppression entry up to that moment applies. Q: Can I see who opened an e-mail? A: Opens and clicks are measured when e-mail goes through Mailbook, with the caveat that opens are approximate because mail clients often block them. When sending through the company’s own mail server, only the hand-over is known. Q: How long is the unsubscribe link valid? A: One year. The link is signed and tied to a specific message, and on it the recipient chooses to leave that channel or all channels. --- ## Support URL: https://ng-crm.app/en/support (sr: https://ng-crm.app/sr/podrska) The work starts after the signature. Support lives in the same system. A ticket starts from an Inbox conversation or the customer reports it on the portal. The team runs it on a board, internal notes stay internal, and the seller sees the customer’s open issues before the next meeting. ### What the support team gets - Tickets numbered per project: Each project has its own numbering, for example POD-12. Request type — question, problem, change request or task — urgency, due date and up to ten tags. - A ticket from a conversation: When an e-mail or a Viber conversation in the Inbox turns into work, the ticket opens straight from the conversation, with customer and contact already linked. - Projects and boards: Tickets run on a kanban board with default columns New, In progress, Waiting for customer and Resolved. Every project has its own board. - Internal notes apart from replies: The team coordinates in internal notes the customer never sees. A reply to the customer is a separate, clearly marked entry. - Customer portal: Customers report new requests, follow the ones they opened and confirm when an issue is resolved. Portal users have their own identity, separate from CRM users. - Invitation or self-activation: A contact receives an invitation with a set-password link valid for seven days. The company can also allow self-activation. - Portal look per company: Name, logo, favicon, primary and accent colours and contact details. The server rejects a colour that does not reach a 4.5:1 contrast ratio. ### From report to confirmation 1. Report — The customer reports a request on the portal, or the team opens a ticket from an Inbox conversation. 2. Triage — Type, urgency, due date and tags. The ticket gets a number within its project. 3. Work on the board — New, In progress, Waiting for customer. The team coordinates in internal notes and replies to the customer separately. 4. Resolved and confirmed — The customer confirms on the portal that the request is resolved. The history stays with the customer, visible to sales. ### What the support module does not do - There are no SLA policies by ticket priority. The Inbox has reply deadlines, but that is not a contracted service level. - There is no customer satisfaction survey (CSAT) after a ticket is closed. ### FAQ Q: Does a customer need an NG CRM account to report an issue? A: Customers do not get a CRM account but a customer-portal account with its own identity. The invitation is valid for seven days, and the company can also allow self-activation. Q: Can a ticket start from an e-mail? A: Yes. From an Inbox conversation — e-mail, Viber or website chat — a ticket opens directly, with customer and contact already linked. Q: Can customers see the team’s internal notes? A: No. Internal notes and customer replies are separate entries. On the portal, customers see only the replies meant for them. Q: Are there SLA deadlines for tickets? A: Not as SLA policies by priority. A ticket has a due date and urgency, and reply deadlines with escalation exist for Inbox conversations. --- ## Documents URL: https://ng-crm.app/en/documents (sr: https://ng-crm.app/sr/dokumenti) Your Word template, filled with data from the CRM. Legal and marketing write the template in Word, the way they already do. NG CRM fills it with data from the quote, the customer and the legal entity and produces PDF and Word. An issued document never changes — it is cancelled or copied. ### The documents sales sends every day - Word (DOCX) templates with fields: Fields for customer, quote and line data, repeating rows for line items, conditional sections and fields the user fills at issue time. Amounts in words are written automatically. - Template check on upload: A template is validated as soon as it is uploaded, so a broken field shows up immediately — not on a document already sent to a customer. - PDF and Word output: LibreOffice produces the PDF on the company’s server, without sending the document to the internet. If the template says so, Word is kept alongside the PDF, for when the customer needs an editable copy. - Ready-made templates: Quote, pro-forma invoice, sales contract and reservation. The quote and the pro-forma carry an IPS QR code, so the customer pays by scanning it in mobile banking. - Letterhead per legal entity: Header, footer, bank accounts, signature block and print language are set per legal entity. A company with several entities sends each document on the right letterhead. - Numbering per document type: Each document type has its own number series. An issued document is immutable: a correction means cancelling or copying it, so the trail stays complete. ### From template to the customer’s inbox 1. Template — A Word document with fields, repeating rows and conditional sections. Uploading checks the fields straight away. 2. Letterhead — Header, footer, accounts and signature block for each legal entity. 3. Issue — The document takes a number from its type’s series and is filled with data from the quote, customer and legal entity. 4. Send and keep — PDF and Word go to the customer, and the issued document stays immutable next to the quote and customer. ### What the documents module does not do - There is no electronic signature or seal on documents — neither simple nor qualified. - A pro-forma invoice is not a tax document. Invoices are issued in your accounting system, not in NG CRM. - An issued document is not edited afterwards; corrections go through cancellation or a copy. ### FAQ Q: Do I have to rebuild my existing templates? A: Templates stay Word documents. Fields replace the places where data is typed by hand today, and repeating rows and conditional sections cover line items and optional clauses. Q: Does the pro-forma invoice have a payment QR code? A: Yes. The ready-made quote and pro-forma templates carry an IPS QR code, so the customer can pay by scanning it in mobile banking. Q: Can a contract be signed electronically in NG CRM? A: No. NG CRM has no electronic signature or seal. A contract is issued as PDF or Word and signed outside the system. Q: What if the company has several legal entities? A: Each legal entity has its own letterhead — header, footer, bank accounts, signature block and print language — so a document carries the details of the entity issuing it. --- ## Analytics URL: https://ng-crm.app/en/analytics (sr: https://ng-crm.app/sr/analitika) A number you can check, in one click. Every metric opens into the list of records behind it — the same number of rows as on the chart. Ready-made dashboards cover sales, marketing, support and the Inbox, and your own are assembled from a widget catalogue. ### A view for the seller, the team and management - Eight ready-made dashboards: Company overview, Sales overview, Pipeline and forecast, Activities, Marketing, Customers, Support and Inbox. Each follows the same order: numbers, insights, charts, then lists. - Your own dashboards: Up to 24 widgets from the catalogue: KPI, trend, distribution, ranking, funnel, heatmap, list, insights, saved report and text. “Copy and customise” is the fastest start. - Numbers lead to records: Clicking a metric opens the records behind it — with the same row count as the chart. Every widget can be shown as a table and downloaded as CSV. - Insights calculated by the server: Dashboard insights are calculated rules over your data, not language-model text. The same data gives the same insight. - Sharing with roles: A dashboard is shared with roles. Others only view it; whoever wants changes makes their own copy. Data access rights apply here too. - Reports and a designer: A library of ready-made reports, period comparison and a designer for your own: data source, columns or axes and measures, conditions and sort order. - XLSX, CSV and PDF export: Reports export to Excel, CSV or PDF. The PDF carries the legal entity’s letterhead, so it goes to management or a partner as is. - Subscriptions and threshold alerts: A report arrives by e-mail on a schedule. An alert fires when a measure crosses a threshold — with the measured value, the threshold and a link to the report — and does not repeat until the measure returns. - Full screen for the team: A full-screen dashboard refreshes itself every five minutes — for a screen in the sales room or the morning stand-up. ### What analytics does not do - There are no pivot tables. - Dashboards have no public link and do not export to PDF — reports are what export to PDF. - There is no automatic anomaly detection; alerts work on thresholds you set. ### FAQ Q: Can I build my own dashboard? A: Yes. A dashboard holds up to 24 widgets from the catalogue. The quickest way is to copy a ready-made dashboard with “Copy and customise” and change it. Q: Are insights written by AI? A: No. Dashboard insights are calculated by the server using rules over your data. NG Copilot is a separate assistant and does not write dashboard insights. Q: How does a report reach management? A: As an e-mail subscription on a schedule, or as an XLSX, CSV or PDF export. The PDF carries the legal entity’s letterhead. Q: Does everyone see every number? A: No. Dashboards and reports follow the same data access rights as the rest of the system, so each person sees numbers over the records they are allowed to see. --- ## Mobile app URL: https://ng-crm.app/en/mobile-app (sr: https://ng-crm.app/sr/mobilna-aplikacija) Field sales gets a CRM that fits in a pocket. An app for phone and tablet installed straight from the browser, without an app store. Sellers see their day, log an activity right after a meeting and move a deal forward, and managers approve requests on the road. ### What is in a seller’s pocket - Today: The day on one screen: today’s, overdue and upcoming activities, and how much of the plan is already done. A contact’s number is a button that dials it. - Activities: Three moves after a meeting: complete with an outcome and a note, complete and schedule the next one, or reschedule. Logged while details are fresh — not in the evening at a desk. - Deals: The seller’s opportunities with stage and amount. Stages move from the phone, under the same rules as on the web. - Customers: Customer and contacts before walking into the meeting — phone, address and what happened last time. - Approvals and dashboards for managers: Managers see dashboards and approve requests waiting for their confirmation without returning to the office. - Push notifications: Reminders, assignments, messages, approvals and mentions arrive as notifications, with one switch for all of them. On iPhone they work in the installed app, from iOS 16.4. - No data on the device: CRM data is not stored on the phone, and access tokens live only in memory. A lost phone is not a lost customer base. ### From install to the first record 1. Open the address — The seller opens NG CRM Mobile in the phone’s browser and signs in with the same account as on the web. 2. Add to home screen — The app installs from the browser and gets its own icon, like any other. 3. Turn on notifications — One switch for reminders, assignments, messages, approvals and mentions. 4. Work from the field — Day, activities, deals and customers — everything entered is visible in the office straight away. ### What the mobile app does not do - It does not work offline — there is no offline mode and no later sync. - It is not in the App Store or on Google Play; it installs from the browser. - NG Copilot on the phone does not take voice or dictation. - Custom fields defined by the company are not shown on the phone yet. ### FAQ Q: Where do I download NG CRM Mobile? A: Not from an app store. It is opened in the phone’s or tablet’s browser and added to the home screen, on iOS, iPadOS and Android. Q: Does the app work without internet? A: No. NG CRM Mobile works only online and clearly shows when there is no connection. CRM data is not stored on the device. Q: Do push notifications work on iPhone? A: Yes, once the app is added to the home screen, on iOS 16.4 or newer, and the user allows notifications. On Android they also work in the browser. Q: What if a seller loses their phone? A: No CRM data is stored on the phone, and access tokens are kept only in memory. The session expires no later than twelve hours after sign-in. --- ## NG Copilot URL: https://ng-crm.app/en/copilot (sr: https://ng-crm.app/sr/copilot) An AI that knows every customer — and asks before it writes. NG Copilot answers from your data and says where each answer comes from. AI agents handle the sales routine on their own — briefings, quote follow-up, lead qualification and data cleanup — and MCP connects your team's AI tool to the CRM. Changes arrive for your confirmation. ### Every AI capability, one set of rules - AI agents for the sales routine: Agents run on a schedule or on an event: morning briefing, quote follow-up, lead qualification, pipeline health and data quality. The result is a proposal that waits for a person. - MCP server: Claude, ChatGPT and other AI tools that support the Model Context Protocol search customers, deals, quotes and activities — on behalf of the signed-in user, with their rights and in the AI trail. - Answers labelled with their source: Every answer is labelled: from your data, from the help centre, from the internet or from general knowledge (unverified). When data is missing, Copilot says so instead of inventing it. - Writes only on confirmation: Every change is shown as a card with the old and new value. Sensitive actions require retyping the amount or number, or a TOTP code. Proposals expire. - A second person for sensitive actions: Marking a deal lost, merging lead duplicates and e-mailing a quote need approval from another person with a sufficient limit. The proposer never approves their own request. - The server writes the outcome, not the model: The “Action outcome” block is written by the server after checking the database — not by the model. What it says was written, was written. - Your company’s AI key: An administrator enters the key of the AI provider the company chooses, under “AI providers and models”. Model usage is not included in NG CRM. - Internet search, when you enable it: Off by default. When enabled, tax ID, company registration number, e-mail and phone are masked before a query leaves the system, and results are shown as citations. - Voice on the web: Dictation with a preview before sending, answers read aloud and hands-free mode. Voice can request an action, but cannot confirm it. - Company AI policy: Allowed operations per area, data classes per provider, risk-based confirmation, kill switches and a full AI trail. Secrets never go to a provider. ### One action, from question to write 1. You ask — Typing or by voice, for example: “Move this deal’s expected close date to the end of the month.” 2. Copilot proposes — A card shows what will change — old and new value — and on which record. 3. You confirm — With a click, and for sensitive actions by retyping the amount or with a TOTP code. There is no voice confirmation. 4. A second person approves (when needed) — For actions under the four-eyes rule, the request goes to a person with a sufficient approval limit. 5. The server writes and records — The server writes the outcome and the action stays in the AI trail. A repeated request does not create a duplicate. ### What Copilot does not do - It writes nothing on its own — action suggestions are off by default, and even when on, they require confirmation. - It does not answer customers in Inbox conversations and does not draft replies. - There is no voice interaction with Copilot in the mobile app. - AI model usage is not included in NG CRM: your company’s key is used with the provider it chose. ### FAQ Q: Can Copilot change data on its own? A: No. Action suggestions are off by default. Once an administrator enables them, every change is shown with its old and new value and waits for your confirmation, and sensitive actions also need a second person. Q: Which AI model does NG Copilot use? A: The one your company chooses. An administrator enters the AI provider key in settings, and company policy decides which data classes may go to which provider. Q: What does Copilot send to the internet? A: Nothing, until you enable internet search. When enabled, tax ID, registration number, e-mail and phone are masked before the query is sent, and results are shown as citations. Q: Can Copilot see more than I can? A: No. Copilot works with the rights of the user working with it and cannot see other people’s personal mailboxes. Company policy and “My AI” can only restrict it further. --- ## Integrations and API URL: https://ng-crm.app/en/integrations (sr: https://ng-crm.app/sr/integracije) The public API is the same API the app runs on. There is no separate, thinner API for partners. Your system uses the same REST calls as NG CRM, through keys with precisely defined rights, and learns about changes through signed webhooks. ### What your integration team gets - Scoped keys: Three gates: API access per legal entity, key scope (read or write per function) and a service account. The key secret is shown once; only its fingerprint is stored. - Traffic control: IP allowlist, per-minute limit and daily quota, rotation with a transition window and revocation with a reason. A call log, without storing request bodies. - Idempotent calls: Idempotency-Key support: a request repeated after a dropped connection does not create a second record. - Shareable documentation: OpenAPI (JSON and YAML) and a Postman collection, a share link with expiry and password, and a signature-check guide in five languages. - Signed webhooks: Events for partners, contacts, leads, opportunities, quotes, activities, tickets and campaigns. An HMAC signature in the NgCrm-Signature header, to public https addresses only. - Delivery you can replay: Retries, automatic disabling after repeated failures, replay of a chosen range and secret rotation with 24 hours of dual signatures. - Official Serbian registers: Territories and addresses from the official statistical and cadastral registers, seven levels down to the street, instead of free-typed place names. - Mailbook: One connection for the whole company, with exceptions per legal entity — for Viber conversations, transactional messages and campaigns. - Microsoft 365 and Google calendar: Two-way calendar sync with a connected provider mailbox. We enable it during onboarding, with an app registration for your installation. ### A typical integration with your system 1. An administrator opens access — Enables the API for the legal entity and creates a service account with a key scoped to the functions needed. 2. Your team gets documentation — OpenAPI and the Postman collection through a link with expiry and password. 3. A webhook reports the change — When the customer accepts the quote, NG CRM sends a signed event to your https address. 4. Your system reads and writes — It verifies the signature, reads the quote through the API and returns a status if needed — with an Idempotency-Key. ### What we do not offer - Ready-made connectors for named ERP and accounting systems — integration goes through the API and webhooks. - OAuth client_credentials for partners and a public developer portal do not exist yet. - Integration with NG One is not part of the offer: they are two standalone products. ### FAQ Q: Is there a ready-made integration with my accounting software? A: Not as a ready-made connector. Your system connects through the public REST API and webhooks, with the OpenAPI documentation and Postman collection your administrator shares. Q: How do I verify that a webhook really comes from NG CRM? A: Every event carries an HMAC signature in the NgCrm-Signature header. A signature-check guide exists in five languages, and during secret rotation both signatures arrive for 24 hours. Q: What if my system was unavailable? A: NG CRM retries delivery and, after repeated failures, disables the webhook so it does not flood the log. When your system is back, a chosen range of events can be replayed. Q: Can a key access all data? A: Only what it is given: the API must be enabled for the legal entity, the key has a read or write scope per function and is tied to a service account, with an optional IP allowlist. --- ## Security URL: https://ng-crm.app/en/security (sr: https://ng-crm.app/sr/bezbednost) Role-based access, decisions with a second person, a trail of every change. Customer data is the most sensitive part of sales. That is why NG CRM does not rely on a single check: sign-in, role, data scope, limits, segregation of duties and database-level isolation work together. ### Layers of protection - Modern-standard sign-in: Built-in OAuth 2.1 and OpenID Connect with PKCE. Two-factor sign-in (TOTP) is enabled in the profile and is mandatory for that user from then on. - Six authorization layers: Roles and privileges, data scope, approval limits, segregation of duties, maker-checker and delegations. Any layer can refuse an action. - Database-level isolation: Row-level security in the database separates companies, and an additional restrictive policy separates legal entities within a company. - Protected sensitive fields: A contact’s mobile phone and consent basis are visible only to users with the privilege to view sensitive fields. - A full trail: An append-only settings trail (roles, users, approval flows), sign-in history, AI trail, API call log, and webhook delivery, import and export logs. - A brake on password guessing: Temporary account lockout and a limit on attempts per IP address. - Secrets are never returned: Integration secrets are encrypted. An API key secret is shown only once; only its fingerprint is stored. - EU server and nightly backups: Production runs on a server in the European Union. Backups are taken every night, with a copy off the server. Attachments go through an antivirus check. - Ten system roles: From sales rep and sales manager to approver, analyst, security officer and auditor, with a privilege matrix you can change in bulk and audit per cell. ### What we do not claim - We hold no ISO 27001, SOC 2 or other certification, and we do not publish a guaranteed availability (SLA). - Passkey and biometric sign-in are not supported. ### FAQ Q: Where is data stored? A: On a server in the European Union. Backups are taken every night and copied off the server. Q: Is two-factor sign-in mandatory? A: A user enables it in their profile, and from then on it is mandatory for that account. The initial administrator must enable it. Q: Can one legal entity in a company see another’s data? A: Not unless it is allowed. In addition to role-based rights, the database has a restrictive policy per legal entity, so data is separated at row level too. Q: Does NG CRM have ISO or SOC 2 certification? A: No. We describe how the system is protected — sign-in, authorization layers, isolation and audit trail — but we do not claim certifications we do not have. --- ## Migration URL: https://ng-crm.app/en/migration (sr: https://ng-crm.app/sr/prelazak) Old data moves once, in the right order. Customers, contacts, deals, quotes, activities and tickets come in from CSV or Excel files, in an order that keeps the links between them. Each file is checked first without writing anything, and re-importing with the old system’s ID creates no duplicates. ### Migration tools that do not leave a mess - Import from CSV and Excel: Up to 50,000 rows per file, processed in the background. Download a sample with every column and fill it in, or map the columns of an existing export. - Mapping suggestions and conversions: Each column gets a suggested field with a confidence level, and conversions handle date formats, decimal separators and value replacement. The mapping is saved as a template and recognised automatically next time. - “Check file” writes nothing: The check shows row by row what the import would do — new, changed, unchanged or existing — and writes nothing. Every import stays in the history: who, when, which file and with what outcome. - All or nothing, or valid rows only: An import can write the whole file or nothing, or only the valid rows plus an error file you fix and import again. - Re-import without duplicates: When a row carries the old system’s ID, a repeated import recognises the existing record and does not create a new one. The same file imported twice gives unchanged rows, not duplicates. - Quotes and activities with history: The server calculates imported quote amounts from item, quantity, price and discount; quotes arrive as drafts and get their number when sent. Completed activities keep their dates, so customer history stays accurate. - Custom fields in import and export: Fields the company defines for customers, contacts, leads, deals and other records go into imports and come out in exports like standard ones. - Full data export: One ZIP with one Excel file per record type. The file is available for 24 hours, and the export leaves a trail. ### Import order 1. Preparation — Before the first import, users are added to NG CRM, code lists are set up (stages, activity types, lead sources) and custom fields the old system has are defined. 2. Partners — Customers, recognised by the old system’s ID or by tax ID. 3. Contacts — People linked to the partners imported in the previous step, by partner ID and e-mail. 4. Leads and opportunities — Open deals with the old system’s ID and an owner recognised by e-mail. 5. Quotes with line items — They arrive as drafts, and the server recalculates their amounts. 6. Activities and tickets — The history of conversations and requests, with the original dates of completed activities. ### What migration does not include - An import cannot be undone with one click. That is why “Check file” comes first, and a trial import of a small part of the file is a good second step. - There are no ready-made connectors for specific CRM products; migration goes through CSV and Excel files or the public API. - Import speed has not been measured at the full 50,000 rows, so we do not promise it. ### FAQ Q: Which CRM can I move from? A: From any system that exports CSV or Excel. There are no ready-made connectors for specific CRMs; columns are mapped to NG CRM fields and the setup is saved as a template. Q: What if I import the same file twice? A: When rows carry the old system’s ID, a repeated import recognises existing records and creates no duplicates — rows come back as “unchanged” or “existing”. Q: Can an import be undone? A: Not with one click. That is why “Check file” runs through the whole file without writing, and an import can run as all or nothing. Q: Can I export all my data later? A: Yes. The full export produces one ZIP with one Excel file per record type; the file is available for 24 hours.