How does Novalya CRM work (Facebook and Instagram)?

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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.

The new Workspace and your current space

This section applies when the new Workspace is available in your account. It does not mean that your subscription or data has already been migrated. If you still see the legacy space, use its functions and your current terms; do not delete accounts to force a transition.

In the new Workspace, select the relevant social account before opening its CRM or preparing a campaign. Each account has its own CRM context, pipelines, stages, message quota and statistics. One account's included quota cannot be transferred to another.

Tags are shared at Workspace level across accounts and platforms. Pipelines and their stages remain specific to each social account. A contact can belong to multiple pipelines, with a separate stage in each.

Contact and CRM work can continue without an active social session; sending and synchronization require an active session. Check the account and session before sending: a session may be active, inactive or expired.

Your subscription, price and previously granted historical rights remain preserved. The new Starter / Pro / Business grid caps purchased slots at 5 / 10 / 15; those caps do not automatically remove historical rights.

The retained instructions below concern the legacy Novalya space. They do not describe the new Workspace's multi-account capabilities or tag organization.

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

If you contact "Marie" on Facebook and Instagram, you'll have two distinct profiles in each CRM.

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

Note: Today, pipeline = tag. Adding contact to pipeline automatically applies corresponding tag.

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.

Recommendation: Choose as main pipeline the one representing your most important tracking (e.g., "Prospects", "Sales pipeline").

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

Useful for: Quickly finding a contact without browsing all pipelines.

Contact counter

Number of contacts is visible:

Per pipeline: Total contacts in pipeline
Per stage: Number of contacts in each stage

Useful for: Easily tracking prospect distribution and identifying stages needing attention.

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.

Related articles:- What's the difference between pipeline, tag and stage?- How to create a pipeline?- Can I put a contact in multiple pipelines?- How to send a campaign from CRM?

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

Our team aims to reply within 24 hours on business days.

Updated on: 13/10/2026

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