How does Novalya CRM work (Facebook and Instagram)?
How does Novalya CRM work (Facebook and Instagram)?
Reading time: 4 min
Quick summary: Novalya CRM lets you organize and follow up with prospects using pipelines (columns/stages). There are currently two separate CRMs: one for Facebook and one for Instagram.
Two separate CRMs: Facebook and Instagram
Facebook CRM and Instagram CRM are completely separate.
What this means:
- A contact can exist on Facebook AND Instagram
- But Novalya doesn't automatically synchronize them
- They are two independent CRM environments
Pipelines: the central CRM unit
A pipeline is a visual organization (Kanban-style) composed of stages.
Each contact can be:
- Added to one or multiple pipelines
- Placed in a specific stage for each pipeline
Main pipeline
The main pipeline determines which pipeline (and thus which color) will be displayed as priority in interface.
Where to choose it?
Top right of CRM, above pipeline selection.
Why it's important?
If a contact is in multiple pipelines, Novalya must choose which pipeline to display as priority (color/visual marker). Main pipeline serves as reference.
Search for a contact
You can search for a contact by name directly in CRM.
How to do it:
- Open CRM (Facebook or Instagram)
- Use search bar at top
- Type contact name
- Select contact in results
Contact counter
Number of contacts is visible:
- Per pipeline: Total contacts in pipeline
- Per stage: Number of contacts in each stage
Example:
Pipeline "Hot prospects" (45 contacts)
├─ Contacted (12)
├─ Conversation (18)
├─ Follow-up needed (10)
└─ Converted (5)
CRM accessible, but actions depend on Chrome
CRM remains accessible from your Novalya space even if Chrome is closed.
However, for actions to work:
- Google Chrome must be open
- Your Facebook/Instagram session must be connected
Actions concerned:
- CRM campaign sending
- Smooth Messenger/DM access
- Moves with automatic actions
What is CRM concretely for?
Main features
Segment your prospects:
- By pipeline (e.g., Prospects, Customers, Partners)
- By stages (e.g., Contacted, Conversation, Follow-up)
- By color (quick visual identification)
Track progress:
- Move between stages manually
- See each contact's progression
- Identify stuck contacts
Follow up via CRM campaigns:
- Send follow-up messages
- Automatically move after sending
- Limited to 50 sends per campaign (protection)
Enrich contact profiles:
- Add notes
- Fill in personal information
- Keep history
Differences with other CRMs
Novalya specifics
What Novalya CRM does:
- ✅ Kanban-style visual organization
- ✅ Direct Messenger/Instagram integration
- ✅ Tags automatically applied
- ✅ Integrated follow-up campaigns
- ✅ Manual and automatic moves
What Novalya CRM does NOT do:
- ❌ Automatic move on response (technically impossible)
- ❌ Facebook/Instagram contact merging
- ❌ Synchronization with external CRMs (for now)
Organization best practices
Recommendations
Simple and efficient structure:
- 3-5 pipelines maximum to start
- 3-5 stages per pipeline (e.g., Contacted → Conversation → Follow-up → Converted)
- One main pipeline for global tracking
Recommended routine:
- Each week: Check contacts in "Follow-up needed"
- Manually move evolved contacts
- Launch follow-up campaigns on targeted stages
- Enrich profiles with important notes
Avoid:
- ❌ Too many pipelines (unnecessary complexity)
- ❌ Orphan contacts (without pipeline)
- ❌ Too granular stages (useless micro-stages)
FAQ
How many pipelines can I create?
It depends on your plan: 3, 10 or 25 pipelines.
Can a contact be in multiple pipelines?
Yes. A contact can be in multiple pipelines simultaneously.
What happens if I change Facebook/Instagram account?
Associated CRM is emptied and history is lost.
Can I export my CRM?
CSV export is in development.
Need help?
If you have questions about CRM functionality, our support team is available:
- Email: support@novalya.com
- Ticket Center: Available from your Novalya space
We typically respond within 2 hours during business days.
Updated on: 27/03/2026
Thank you!