Trade CRM help and support.

Questions

How do I get set up?

Sign up and we run a one-on-one onboarding call with you. We bring across your customer list, connect Xero, load your rates and set up your job and quote templates. Most crews are working properly by knock-off the same day.

How do I import my existing customers?

Send us a spreadsheet in whatever shape it's in, exported from your old system or the list you keep yourself, and we map the columns and load it for you. Connect Xero first and your contacts come across from there instead.

How do I add my team?

Settings → Employees → Add employee. Give office staff a Full Access seat and anyone purely on the tools a Mobile Only seat, then set their permissions from a template. They get an email to set their own password.

What are permissions and who should get what?

Permissions control what each person can see and change: costs, margins, other people's jobs, financial records. Start from a template (Office, Estimator, Worker, Admin) and adjust from there. Workers on Mobile Only seats usually see their own jobs and nothing financial.

Where do enquiries come from?

Leads → Leads. They arrive off your website form, out of a connected email mailbox, from a work request raised in the customer portal, through a referral link, or typed in by hand when you take a call on site. Each one carries its source, how they heard about you, what they want and who is chasing it, and you set those dropdown lists yourself in Management Settings → Lead Capture.

Can a new enquiry get a text back automatically?

Yes. Management Settings → Lead Capture → Auto-Text New Leads. You pick one SMS script and one employee, and that employee is both the name the text goes out under and the person the reply comes back to. It only ever goes to the mobile on the lead, and it is one text per enquiry, ever. A second one is never sent, whatever happens afterwards.

What does the AI agent on a lead do?

You build a named agent in Management Settings, then arm it on a lead. It holds the conversation by text: asks what the work is, gets the address, writes the answers onto the enquiry, and hands over to a person the moment it is worth one. It works inside the fences you set, it will never quote a price, and anything that changes a record waits for you. We have not published a price for it, so ring us and ask.

How do I close an enquiry that went nowhere?

Change the status to Closed or Lost and it asks you why before it will save. That reason goes on the record, every open task on the lead is closed with it, and the enquiry moves to the Closed / Archived tab. It still counts in the Leads report, because a dead enquiry is the bottom half of every conversion rate on that page.

How do I build a quote?

Quotes → New quote. Pick the customer and site, add line items from your saved products and rates, and the totals and GST calculate as you go. Save it as a draft or send it straight from the screen.

Can a customer accept a quote online?

Yes. Send the quote and the customer gets a link they can open on any device, read, and sign digitally. You get notified the moment it's signed, and the accepted quote can turn into a job automatically.

How do I turn an accepted quote into a job?

Open the quote and hit Convert to job. The line items, materials, customer, site and pricing all carry over, so nothing gets re-keyed and nothing goes missing between the two.

Why is my quote total different from what I expected?

Usually overheads or commissions. Both are snapshotted onto the quote when it's created, using your settings at that moment, so a later settings change doesn't silently move an old quote. Open the quote's breakdown to see exactly what was applied.

How do I schedule someone onto a job?

Open the job, go to the schedule and add a worker with a date and time. They see it on their phone straight away, with the site address, the brief and anything attached to the job.

Someone else is in the same job. What does that mean?

Jobs and quotes use a document lock so two people can't save over the top of each other. You'll see who's in it and can queue behind them. Their changes land on your screen as they save, so you're never looking at old numbers.

How do I record materials used on site?

From the mobile app, on the job, add the materials as they're used. They land on the job's costs immediately, so the margin you see on the job is the real one rather than the quoted one.

Can I set up recurring jobs?

Yes. Service agreements, scheduled maintenance, test and tag, anything on a cycle. Set the pattern once and StackLyft raises each job on schedule with the right customer, site and template already filled in.

How do I put something into stock?

Materials → Stock → add the item, picking it out of your catalogue. A product sitting in the catalogue is not stock until somebody puts it on this page, which is deliberate: the catalogue is everything you can sell, stock is the much shorter list you actually hold. The quantity on hand is the same figure the catalogue shows, so the two can never disagree.

How do I get told before I run out?

Open the item on the Stock page and set a minimum level, a reorder quantity and the person who should hear about it. When a movement takes it below the floor, that person gets an email at the address they log in with. It fires on the crossing only, so an item already under its floor does not nag you every time it moves, and a floor of zero still tells you the moment the shelf empties.

How do I receive a delivery?

Stock → Goods In. Photograph or upload the delivery docket and it is read for you, matched against the purchase order it belongs to, and saved as a draft. Nothing has moved yet. You check the lines, fix anything it could not match, and receive it. You can receive line by line, so the ones it got right go on the shelf while an odd one waits for somebody to place it.

How does stock end up costed to a job?

On the job, Costs & Pricing → Equipment & Bookings, pick the items and the cost centre they belong to. The quantity comes off the shelf and lands on the job as a live material cost. Reduce it or take the line off again and the stock goes back. A draw always needs a cost centre, because a cost with no cost centre shows up in no total.

How does the Xero sync work?

Both ways, as it happens. Customers, invoices and payments move in both directions, so an invoice raised in StackLyft shows up in Xero, and a payment reconciled in Xero marks the invoice paid here. Nothing gets entered twice.

My invoice isn't showing in Xero. What do I check?

First check the connection is still authorised in Settings → Accounting, because Xero tokens expire if the connection sits unused. Then check the customer exists in Xero with a matching name. If both look right, ring us and we'll read the sync log for your account.

Can I invoice part of a job?

Yes. Raise a progress invoice for a portion of the job value or for specific line items. The job tracks what's been invoiced against what's left, so nothing gets billed twice or forgotten.

How do payment reminders work?

Overdue invoices can chase themselves on a schedule you set. You can also ask Momo to draft a chase-up email for a specific customer, which it writes from the real invoice and sends only once you confirm.

What is the customer portal?

A page of their own on one job, opened by a link you send them. There is nothing for them to install and no password to keep. It is set up per job rather than per customer, so a builder you work for every week can have it on the big job and not on the callouts.

What can the customer actually do on it?

Whatever you switch on, and nothing else. Selections, where they pick their own finishes off options with photos. Appointment times they can accept or knock back. New work requests. The completion report at the end. Their invoices, the expected completion date, the schedule, who is coming. And a comment thread back to the office so the questions land somewhere you can find them instead of in somebody's texts.

How do I turn it on and send it?

Open the job → Customer Portal. Tick what this customer should see, then send the link. Every toggle is off until you turn it on, so nothing is exposed by accident, and you can revoke a link later without touching the job.

What happens when a customer asks for more work through it?

It comes in as a new enquiry on your Leads list, marked as having come from the portal, so it goes through the same pipeline as everything else instead of sitting in an inbox. If a selection they make changes the price, a variation quote can be raised off it automatically.

How do I install it?

Get it from the App Store on an iPhone or iPad, or from Google Play on an Android phone or tablet, and sign in with your StackLyft login. It is the same app on both. On a desktop or laptop, sign in at stacklyft.com.au.

Does it work without signal?

Your schedule and job details stay readable when you drop out of range. Anything you enter while you're offline syncs once the signal comes back, so a black spot on site doesn't cost you the day's notes.

How does clocking on and site check-in work?

Clock on from the job on your phone and the hours flow into the timesheet and onto the job's labour cost. Site check-in records that you arrived, with location if your business has geofencing turned on.

What can a Mobile Only seat not do?

Quoting, invoicing, reporting and the customer and supplier records all need Full Access. Mobile Only covers the schedule, job briefs, clocking, photos, notes, JSAs, materials and marking work done. Worth knowing: a Full Access seat already includes the mobile app, so those people don't need a second seat.

What is Momo?

The AI assistant inside StackLyft. Ask it anything about your business in plain English and it queries your live data to answer. Tell it to draft a quote, job, invoice or email and it prepares the work for you to confirm.

Can Momo change my data by accident?

No. Every query it writes runs read-only, enforced by the database itself. Anything that would create or change a record is drafted as a card that shows exactly what will happen, and nothing runs until you tap Confirm. Momo never deletes records at all.

Can Momo see another business's data?

No. Your business ID is bound into every query and enforced by a validator sitting between the AI and the database, not by trusting the AI to behave. A query that isn't scoped to your business is knocked back before it runs.

Is Momo included in my subscription?

Momo is an add-on rather than part of a Full Access seat, because every question costs us money. It's free during your 14-day trial so you can work out whether it earns its keep.

How does billing work?

Monthly, in AUD. One platform fee that includes your first Full Access user, then a per-seat rate after that. Full Access users get the web CRM and the mobile app on one seat; Mobile Only is cheaper for the people who never open the office side. The pricing page has a calculator that gives you the exact figure ex and inc GST. Put seats on or take them off whenever you like, with no exit fee and no minimum term.

How do I change or cancel my plan?

Ring or email us and we'll change it the same day. No retention script, no hoops. If you're going, we export your data in full and hand it over.

Can I get my data out?

Any time, the lot. Customers, jobs, quotes, invoices, documents, it's your data. Ask and we export it. We don't hold it hostage to keep you.

How do I delete my account?

There's a page for it, linked in the footer under Legal. It spells out exactly what gets deleted and what we're legally required to keep, like financial records for the statutory period.

What counts as a small modification?

A field, a form, a report, a document template or a whole screen that doesn't suit the way your trade runs. Electrical, plumbing, HVAC, civil, landscaping, fire, roofing, fabrication, it makes no difference. Tell us the thing your last system couldn't do and we build it into your account.

Does it cost extra?

No, it's in the platform fee. That's the whole point of us rather than an upsell, and most requests are done inside a week. A full custom instance built around your business is a separate piece of work and is priced separately.

How do I request one?

Ring or email with what you need and how you do it now. A quick call is usually enough to scope it, and we come back with a timeframe.