Using the Labs Feature for Early Access to New CRM Tools

What Is the CRM Labs Feature?

The CRM Labs feature is an early-access program that allows you to test new and evolving platform capabilities before they are officially released to all users. Features available in Labs are still under development, which means their functionality and design may change. Your active participation and feedback during this phase are crucial for helping the product team refine the final version. By using Labs, you can safely evaluate upcoming changes, prepare your team, and influence the future of the CRM platform.

Key Benefits of Using Labs

Participating in the Labs program offers several strategic advantages for managing your business and client accounts.

• Early Access: Get a head start by exploring new features, allowing you to develop training materials and internal processes in advance.
• Targeted Testing: Enable features for specific sub-accounts only, facilitating controlled pilot programs with select clients or teams.
• Direct Influence: Provide immediate feedback, including screenshots or videos, directly to the developers to help shape the final product.
• Reduced Risk: Validate a feature's behavior, performance, and compatibility in a safe environment before a full rollout to minimize potential disruptions.
• Enhanced Readiness: Update your standard operating procedures and assets ahead of the general release to ensure a smooth transition.

Agency Labs vs. Sub-Account Labs

Labs features are organized into two main categories, depending on their scope and who can manage them.

Agency Labs

These features impact the entire agency and its sub-accounts.

• Scope: Affects the agency level and any sub-accounts you choose to assign the feature to.
• Who Can Enable: Only Agency Owners and Admins.
• Location: Accessed from the agency view under Settings > Labs, on the Agency or Sub-account tab.
• Rollout Method: Toggle the feature ON at the agency level, then use the Manage option to assign it to specific sub-accounts.
• Best For: Maintaining central control, running coordinated tests across multiple sub-accounts, and implementing agency-wide tools.

Sub-Account Labs

These features are confined to a single sub-account.

• Scope: Only affects the sub-account where it is enabled.
• Who Can Enable: Sub-account Admins, or Agency roles when working within that specific sub-account.
• Location: Accessed from within the sub-account view under Settings > Labs.
• Rollout Method: Toggle the feature ON directly within the sub-account's settings.
• Best For: Quick, isolated testing and validation for a specific team or client.

Understanding the Labs Interface

Each feature in Labs is presented as a card containing key information to help you make informed decisions.

• Title: The name of the new feature.
• Description: An explanation of the feature's functionality and what changes it introduces.
• Live in X Days: An estimated timeline for the feature's general availability (this is subject to change).
• Toggle ON/OFF: The control to enable or disable the feature.
• Submit Feedback: A link to send your comments and suggestions directly to the product team.
• Manage: (Agency Labs only) An option to assign the feature to specific sub-accounts.
• Links: You may also find URLs for change logs, support documentation, and media demonstrations.

Visibility and Enablement Controls

Labs uses two distinct settings to control how features are presented and activated in sub-accounts.

• Visibility: Determines whether a Labs feature card is visible within a sub-account's Settings > Labs page.
• Enablement: Determines if the feature is actively turned ON for that sub-account.

On Unlimited and Pro plans, agency admins can set default visibility for new Labs features and override these settings for individual sub-accounts. This allows you to make a feature discoverable without automatically activating it. On the Starter plan, Labs features are visible by default, and these granular controls are not available.

How to Use Labs

Follow these steps to start testing new features. Ensure you are in the correct workspace (agency or sub-account) for the task.

1. Enable an Agency-Level Feature

This activates a feature that operates at the agency level.

1. Log in to your agency account.
2. Navigate to Settings and select Labs.
3. Click on the Agency tab.
4. Find the feature card, review its details, and toggle the switch to ON.

2. Assign a Sub-Account Feature from the Agency Level

Some sub-account features must be granted by the agency before they can be used.

1. Log in to your agency account.
2. Go to Settings > Labs and select the Sub-account tab.
3. Locate the desired feature and click the Manage button.
4. Select the specific sub-account(s) you wish to grant access to, choosing options for visibility and/or enablement.
5. Click Save.
6. Switch to the assigned sub-account and refresh the relevant area of the platform to see the feature.

3. Enable a Sub-Account Feature Directly

For features that do not require agency assignment, you can enable them within the sub-account itself.

1. Log in to the target sub-account.
2. Open Settings and select Labs.
3. Find the feature card and toggle it ON.
4. Refresh the page or reopen the relevant module (like the CRM or a builder) to activate the changes.

Submitting Feedback

Your feedback is vital for improving Labs features. To submit your thoughts:

1. Go to Settings in either your agency or sub-account.
2. Click on Labs.
3. On the card for the feature you are testing, click the Submit Feedback link.
4. Enter a descriptive subject line and a clear, detailed message explaining your experience.
5. You can optionally attach screenshots or screen recordings to illustrate your point.
6. Click Submit to send your feedback directly to the product team.

All changes made to Labs feature settings are tracked and auditable within the system.