Engage overview
Understand how Engage turns a CRM opportunity into a versioned offer, signature, KYB review, billing handoff, and activated engagement.
Engage is the seller-side workspace for taking a CRM opportunity from offer composition to commercial activation. It freezes each sent offer revision, coordinates signatures, presents the KYB and Billing gates, and keeps the linked opportunity aligned with the final outcome.
Engage’s seller workspace must be enabled for the organization or your account. Organization members can prepare and manage engagements; organization administrators send offers and open signing. KYB review is a separate capability because the intake can contain sensitive personal information.
This documentation covers the signed-in seller workspace. Counterparty offer, signing, and post-signature journeys have separate access and safety requirements; never paste a personal offer link into ordinary documentation or support messages.
From opportunity to activation
| Stage of work | What Engage records |
|---|---|
| Opportunity | The CRM opportunity, its counterparty, and the customer-entity decision. |
| Offer | A published product plan version plus per-charge overrides or discounts. |
| Contract | An organization-owned signature template and optional cover message. |
| Revision | A composer draft or sent-offer counter can be edited before sending. The saved original Draft detail has no terms editor; sent revisions are immutable. |
| Signing | Counterparty signature followed by the selected seller countersignature. |
| KYB | The post-signature intake state and, for authorized reviewers only, answers and evidence. |
| Billing handoff | The linked billing contract, contract status, and discount-approval state. |
| Activation | The terminal success state after signing and applicable KYB and Billing gates clear. |
Status and pipeline stage are different
The engagement status stores human lifecycle decisions: Draft, Sent, Expired, Declined, Withdrawn, Signed, and Activated. The Pipeline derives more detailed stages from events and linked records:
Opportunity, Sent, Viewed, Negotiating, Partially signed, Signed, KYB pending, Activated, Expired, and Declined / withdrawn.
For example, viewing an offer and starting a counter do not create new engagement statuses. They change the derived pipeline stage while the underlying status can remain Sent.
Frozen revisions
Create draft saves the current offer for review, but the current seller detail does not expose an editor for that original draft’s offer terms. Send offer freezes the revision and emails the counterparty a personal link. A later negotiation from a sent offer creates an editable counter-revision; it does not rewrite the sent terms. The signed revision remains the unambiguous basis for signature and Billing handoff.
Separation of duties
- Organization members can compose drafts, revise offers, refresh CRM details while draft, change the counterparty email, and withdraw when the lifecycle permits.
- Organization administrators can send, resend, remind, open signing, and countersign when selected.
- A KYB reviewer needs the dedicated review capability and should be independent of the engagement creator, sender, and term grantors. If no other conflict-free human reviewer exists, Engage permits and audit-logs the sole-operator exception.
- Billing discounts require their own maker/checker approval before activation.