Administration Settings

Business Profile

Your Business Profile is the single source of truth for your business information in DFM. It powers your listings, AI employees, lead capture tools, automations, and reporting. Keeping it complete and up to date means you only have to maintain your info in one place — it updates everywhere automatically.

To access it, go to Administration > Business Profile.

Profile Sections

Primary Info

The core details that appear on your listings and across DFM:

• Business name and common name
• Website URL
• Primary business category and additional categories
• Physical address with map marker
• Phone number (must be formatted internationally)
• Service area business toggle (if you serve customers at their location)

Click Save after making changes.

Hours

Set your regular hours of operation and add special hours for holidays or closures. Your AI employees use these hours when answering customer questions.

Descriptions

Add a short description (up to 200 characters) for previews and listings, and a long description (up to 750 characters) for more detail. You can use the Suggest Description button to generate content with AI assistance.

Images

Upload your brand visuals — these appear across your listings and DFM tools:

• Main logo
• Secondary logo (optional)
• Cover photo
• Gallery images — shared to listings that accept photos

Social

Add links to your active business social pages — Facebook, LinkedIn, Instagram, Twitter/X, YouTube, Pinterest, and Foursquare. You can also add a Blog or RSS feed URL.

Attributes

Attributes define specific qualities your business offers — things like wheelchair accessibility, pet-friendly, women-owned, curbside pickup, delivery, and more. These are synced to Google and Bing to improve your local search discoverability.

Users

The Users page lets you manage who has access to your DFM account. You can view all current users, invite new team members, and remove users who no longer need access.

To access it, go to Administration > Users.

View Users

The Users page shows a table of everyone with access to your DFM account. Each row shows the user's email, first name, last name, and phone number.

Invite a Team Member

1. On the Users page, click Invite user.
2. In the sidebar, fill in their first name, last name, email (required), and phone.
3. Click Send.

The invited user receives a welcome email with instructions to access DFM. If that email address is already associated with your account, you'll see an error.

Remove a User

1. Find the user you want to remove on the Users page.
2. Click the three-dot menu on their row.
3. Select Remove user.
4. Confirm by clicking Remove user in the dialog.

Conversations Settings

Conversations Settings is where you configure all your messaging channels — phone, SMS, web chat, email, and social messaging. Each channel has a card showing its status and a Configure button.

To access it, go to Administration > Conversations Settings.

Channel Connections

Phone & SMS

• Choose your primary phone number for calling and texting
• Configure call forwarding and voicemail settings
• Enable Missed-Call Text Back to automatically text callers you couldn't answer

AI Replies

From Conversations Settings you can assign an AI Employee to automatically respond on specific channels. Set guardrails and escalation rules so complex messages are handed off to a person when needed. See the AI Workforce Guide for full setup details.

CRM Objects & Fields

CRM Objects are the building blocks of your DFM CRM — Contacts, Companies, and Opportunities. CRM Fields let you extend these records with custom data fields specific to your business, so you're not limited to the default setup.

To access it, go to Administration > CRM Objects.

Core CRM Objects

Custom Fields

Default contact and company records don't include everything every business needs. Custom fields let you track things like birthdays, service preferences, VIP status, appointment history, or any internal data that matters to your workflow — all inside DFM, without separate spreadsheets.

Available Field Types

• Text — General text (e.g. preferred contact method)
• Number — Whole numbers (e.g. number of locations)
• Decimal number — Decimal values (e.g. review score)
• Email — Validated email address
• Phone number — Formatted phone number
• Date — Calendar date (e.g. birthday)
• Date and time — Date and time (e.g. next appointment)
• True or false — Boolean yes/no (e.g. VIP customer)

How to Create a Custom Field

1. Go to Administration > CRM Objects.
2. Click Create to open the new field form.
3. Choose the Object — Contact or Company.
4. Enter a Field name (e.g. "Birthday" or "Preferred contact method").
5. Optionally add a Field description for internal clarity.
6. Select the Field type from the list above.
7. Click Create to save.

Ideas for Custom Fields

• Track birthdays to send greetings or offers
• Log service preferences (e.g. favorite style or dietary restrictions)
• Flag VIP customers with a true/false field for prioritized outreach
• Store secondary contact info (e.g. backup phone or emergency contact)
• Segment lists by visit count for loyalty campaigns vs new customer offers

Score

Score in DFM covers two areas: performance grades in your Executive Report (like your Review Grade and Listing Score) and contact lead scoring in your CRM. Together they help you see how your business is performing and which contacts to focus on.

Scores in Your Executive Report

Review Grade Breakdown

• A — 90th–100th percentile (top 10% in your industry)
• B — 75th–89th percentile
• C — 50th–74th percentile
• D — 30th–49th percentile
• F — 0th–29th percentile

Contact Score (Lead Score)

Contact Scoring lets you assign a numeric score to each contact so you can track engagement, prioritize follow-ups, and segment contacts for marketing. The score appears directly on each contact's profile in your CRM.

Why Use Contact Scoring?

• Qualify leads based on behavior or attributes
• Identify high-priority contacts at a glance
• Drive automated workflows (e.g. when a score reaches a threshold)
• Segment contacts for targeted campaigns (e.g. top scorers get a referral offer)

How to View and Update a Contact Score

1. Go to Administration > Score.
2. View or update contact scores from the scoring page.
3. Enter a new numeric score and click Save.

Using Contact Scores in the CRM

1. Open CRM > Contacts.
2. Click Add Filter and choose Lead Score.
3. Filter and sort contacts by score to prioritize your outreach.

SMS Registration (US Businesses)

To send text messages to customers in the United States, your business must complete A2P 10DLC registration. This is a carrier requirement designed to reduce spam — it verifies your business identity and checks that your website meets compliance standards before approving SMS messaging.

Before You Submit — Website Requirements

Carriers manually review your website before approving registration. The most common reason for rejection is a missing or incomplete website. Complete all four steps below before submitting.

Step 1 — Update Your Privacy Policy

Your privacy policy must explicitly include the following language:

Step 2 — Update Your Terms of Service

Your terms of service must describe your SMS program:

Step 3 — Add Opt-In Checkboxes to Web Forms

Every form on your website that collects a phone number must include a consent checkbox:

• Place a checkbox next to the phone field with the text: "I agree to receive automated messages from [Your Business Name]. Message & data rates may apply. Reply STOP to opt out."
• The checkbox must be unchecked by default
• Your system must log the phone number and consent status at the time of form submission

Step 4 — Enable AI Chat Consent (if applicable)

If you use the AI Chat Receptionist, an additional consent question is automatically added to the Lead Capture capability for accounts submitting A2P registration. The AI will ask visitors to confirm they agree to receive text messages before saving their number.

Submitting Your Registration

1. Go to Administration > Conversations Settings > Phone & SMS.
2. Click Register now.
3. Complete the registration form with your business information.
4. Enter your EIN (Employer Identification Number).
5. Click Submit information.

About Your EIN

Your EIN is the nine-digit number the IRS assigned to your business for tax purposes. Find it on your IRS CP 575 EIN Confirmation Letter, previous tax returns, or bank account documents. If you don't have one, you can apply via IRS Form SS-4.

After You Submit

Registration approval typically takes 1–4 weeks. A third-party agency reviews your business info against government databases and checks your website for compliance. You'll receive a notification when approved.

Once approved, you can send SMS from Conversations, Automations, Campaigns, and Reputation (review requests).

Common Rejection Reasons