Create and send an engagement

This guide composes one seller-side engagement from verified CRM and catalog data. At the end, you either have a reviewable draft or a frozen sent revision addressed to the intended counterparty.

Before you begin

You need:

• Engage enabled for the organization or your account;
• organization membership to compose a draft, and organization-admin send authority to send it;
• a non-archived CRM opportunity whose counterparty has a name, email address, and country;
• the correct existing customer entity, or approval to create one from the opportunity counterparty’s name and country;
• the seller legal entity that will own the Billing contract;
• an active product with a published plan version;
• an organization-owned signature template;
• approved pricing adjustments and cover message.

Sending emails a personal offer link and freezes the revision. Confirm the recipient and terms before selecting Send offer.

Use an open opportunity unless your organization’s approved process explicitly permits a closed but non-archived opportunity. Engage excludes archived opportunities but does not enforce the CRM closed state when creating an engagement.

Choose the opportunity and entity

1. Open https://engage.infra.one/your-organization-slug.
2. From Pipeline, select New engagement.
3. On Opportunity, select the CRM opportunity.
4. Review the displayed Counterparty name and email.
5. Resolve Customer entity by choosing Use … (existing entity) or Create a new entity from the CRM contact.
6. If Engage reports that the CRM contact is missing a name, email address, or country, correct the selected opportunity’s counterparty data in CRM before continuing.
7. Select Continue.

Build the offer

1. On Offer, select the Product.
2. Select the Plan version. Only published versions can be offered.
3. Under Adjustments, select Add adjustment.
4. Choose the Charge, then set Kind to Price override or Discount.
5. Enter the approved Value. Use a bare decimal such as 1200 for an amount or rate override, and a trailing percent sign such as 10% for a percentage discount. The signed-in salesperson is recorded as the grantor.
6. Select Continue.

Choose the contract presentation

1. On Contract, select the Seller entity.
2. Select the Contract template.
3. Optionally enter a Cover message. The counterparty sees it above the offer and in the email.
4. Select Continue.

Review and create or send

1. On Review, confirm Review and send.
2. Read Preview as the counterparty will see it.
3. Verify the counterparty, product, plan version, adjustments, template, and cover message.
4. Select Create draft if another person must review the offer before it is sent.
5. Select Send offer only when the recipient and terms are approved.

Creating a draft saves the reviewed offer but the current seller detail does not expose an editor for that original draft’s offer terms. If those terms are wrong, withdraw the draft and create a replacement engagement from the opportunity. Sending freezes the revision and creates a personal counterparty link. Do not copy that link into public or ordinary team channels.

If the engagement reaches Sent but email delivery could not be queued, open the engagement and use Resend offer. If Engage saved Draft but could not send it, open the engagement detail and use Send offer after correcting the reported cause. Do not create a duplicate engagement.

Success check

The engagement opens from Pipeline. A saved draft shows Draft and is ready to send, refresh from CRM, change email, or withdraw; its original offer terms are not editable from the detail page. A sent engagement shows Sent, records the frozen revision, and begins in the Sent pipeline stage until another event changes the derived stage.

For negotiation, signing, KYB, and Billing handoff, continue with Manage negotiation, signing, KYB, and activation. If creation or sending fails, use Troubleshoot Engage.