Fulfillment tracks the work you deliver for a deal. Start with a template, copy it onto a deal, then manage that delivery’s owners, due dates, and checklist. The template is the repeatable recipe; each fulfillment is a separate instance of that work.
Build your template#
- Open Fulfillment, choose Templates, then New template. A template named “Untitled template” opens in the editor.
- Replace the Template name with a recognizable name (up to 80 characters). For each step your team needs to complete, choose Add a step, type its name (up to 120 characters), and select Add. A step’s instructions can run to 2,000 characters.
- Add instructions, choose each step’s assignee rule, and set its due-date offset. Offsets are days from when the fulfillment starts, not days after the previous step. The Assignee can be Deal owner (the default for a new step), Unassigned, or a named member. Due reads “Day 0 after start” until you change it; enter 0 to 3,650 days and select Apply.
- Use each step’s menu to change its position or remove it: Move up, Move down, or Delete. A step with an instruction asks you to confirm with Delete step; one without is deleted right away.
Edits save when you leave a field or press Enter; Escape discards an unsaved edit. Below the steps, Celebrate the last tick (on by default) sets off confetti when someone ticks the last open step of a fulfillment started from this template. The setting is copied when a fulfillment starts, so changing it later doesn’t affect fulfillments already started.
The Templates list shows each template’s step count. Duplicate makes a copy named “Copy of” plus the original name, with the same steps and settings. The delete icon on a row and Delete inside the editor both ask you to confirm with Delete template. Cancel or Escape keeps the template. Confirming removes the template and its steps for everyone and can’t be undone. Fulfillments already started from it keep their steps, but a workflow that starts it will fail at that step.
Creating, editing, duplicating, or deleting templates needs Full access to Fulfillments; without it, template names don’t open. Starting fulfillments and working their checklists needs Read and write, and Read only lets you view them without changes. Owners and admins always have Full access; if you can work checklists but not templates, ask one of them to review your Fulfillment access. See Workspace & members.
Start work on a deal#
Choose New fulfillment, select a deal and template, then confirm. A deal with an active fulfillment is excluded from the picker. If every deal already has one, or the workspace has no deals yet, the dialog says Every deal already has a fulfillment in progress. Finish one, or add a deal. instead of showing the pickers. You need an existing deal and at least one template; the picker does not require the deal to be in a won stage.
Both pickers are searchable, and the first deal and template are already selected, so check both before you select New fulfillment in the dialog. The new fulfillment opens once it starts. If the workspace has no templates yet, the Fulfillment page offers New template instead.
You can also start from a deal: its top bar shows New fulfillment, which asks only for a template, or Open fulfillment while one is in progress. If the workspace has no templates yet, the dialog from a deal or Quick actions says Build a template first — there is nothing to start from yet. New fulfillment is also in Quick actions, and a workflow can start one for you.
A deal can have one fulfillment in progress at a time. When every step is done, the fulfillment is complete and the deal can start another. A fulfillment started from a template with no steps stays in progress until you add a step and complete it (or delete the fulfillment), so the deal can’t start another until then. On the deal, the Fulfillment section of Overview links to its fulfillment in progress, or the latest one, marked Active or Complete.
Starting copies the template’s steps and sets each due date from its offset. Deal owner steps go to whoever owns the deal at that moment, and a step assigned to a member who has left the workspace starts unassigned. The fulfillment’s own owner starts as the deal’s owner.
The client comes from the deal’s linked contact. A deal without a contact can still have fulfillment; its record is titled No contact on this deal (or Contact unavailable if the linked contact can’t be read) and has no Client fact. Check the deal if the client information is missing. In the list, the Client column then shows the deal’s name.
Run the checklist#
The top of the record names the client and lists Client and Deal (each opens its record), Template, Started, and Owner, with a progress strip showing how many steps are done. Choose the Owner to change it.
- Tick a step’s box to mark it done; tick it again to reopen it.
- The row menu also sets a step to To do, Waiting, or Done, and offers Move up, Move down, and Delete (a step with an instruction asks first).
- A step’s Assignee is Unassigned or a member. Due opens a calendar with Today, Tomorrow and Next week shortcuts; Clear date removes the date.
- Step names and instructions come from the template and can’t be edited on a fulfillment.
- Add a step adds a step with only a name, unassigned and without a due date.
When every step is done, the fulfillment moves to Complete. Reopening or adding a step makes it active again. The previous and next arrows at the top move through the workspace’s fulfillments in the order they were started.
You get a notification when someone else assigns you a step, including when they start a fulfillment whose template assigns you steps. Choose email or in-app delivery in Settings → Notifications. Open steps assigned to you also appear under Fulfillment on Home.
Review fulfillments across clients#
Use the fulfillment list’s search and filters to find the work you need. Search fulfillments… matches the client, deal name, template name, next step name, and owner.
The list shows Client, Template, Progress, Next step (with its assignee and date), Owner, and Due, the next open step’s due date. Rows are grouped by that date into Overdue, Due this week (today or the next six days), On track (later or no date), and Complete. Select a column heading to sort by it, and again to reverse; sorting orders rows within each group. Filters cover Client, Template, Status (Active or Complete), Owner, Due, and Next step.
Select rows with their checkboxes (Shift-click selects a range), then choose More → Delete and confirm with Delete N fulfillments (Delete fulfillment for one) to remove them. They’re removed for everyone and can’t be undone; their deals stay.
The fulfillment list table supports the same drag-to-select and Command+C / Ctrl+C grid copy as other record tables; see Contacts under Arrange the Contacts table for copy details. Clearing and pasting from a selection work on Contacts only; Fulfillment stays copy-only. Step tables on a fulfillment record or in the template editor do not.
Filters can use Save for everyone or Save as new view; named views count toward the workspace’s 10-view limit described in Filters and views. View settings controls columns and sorting. After you change an open saved view’s conditions, Save changes updates it. Your column and sort choices apply only to you, unless a named view is open: then they save to that view for everyone.
Keep templates and live work separate#
Editing a template does not update fulfillments already started from it. Deleting a template also leaves those checklists intact. Change templates for future work and adjust existing checklists separately.
To delete one fulfillment, open it and choose Delete in the top bar, then confirm with Delete fulfillment (the dialog says the deal stays on the board); the record closes. Deleting removes that checklist for everyone, not its deal, and can’t be undone. To hide finished work, filter Status to Active instead of deleting delivery history. Deleting a deal also deletes its fulfillments. A link to a deleted fulfillment opens This fulfillment is gone with Back to fulfillment; a deleted template shows This template is gone.