Five rules that keep things running
SURGE is reliable, but it’s sensitive in a few specific ways that aren’t obvious from the screen. Every rule below exists because breaking it has already cost a business real leads.
1. Let leads come in through your forms
Section titled “1. Let leads come in through your forms”Leads that arrive through your Facebook form or website form go through the New Lead automation: they get colour coded, their call attempts are counted, and their follow-ups start.
Leads you type in by hand or import from a spreadsheet skip that step. No colour, no call count, no follow-up. This is the most common reason for “colour coding isn’t working”.
If you regularly get leads another way — walk-ins, Instagram messages, phone calls — tell us. We can add a proper entry point so those leads get the full treatment too.
2. Add a contact, not just an opportunity
Section titled “2. Add a contact, not just an opportunity”An opportunity is the card on your pipeline. A contact is the person. Adding only an opportunity doesn’t trigger the automations that are built around contacts — so nothing gets sent.
If you’re testing, the best test is the real one: fill in your own enquiry form as if you were a lead.
3. Move cards — don’t edit automations
Section titled “3. Move cards — don’t edit automations”Day to day, the only thing you need to do to run your pipeline is drag cards to the right stage. SURGE takes it from there.
Please don’t open an automation to “fix” something. The most damaging problem we’ve seen started with someone deleting one small condition inside an automation while troubleshooting. Colour coding stopped on every lead, and nothing flagged it.
4. Edit email templates — never delete and re-create them
Section titled “4. Edit email templates — never delete and re-create them”Your automations are linked to the original email templates. If a template is deleted, the automation loses it — and the email simply stops being sent, with no error. Change the wording of the existing template instead. See Customising your email templates.
5. Something looks wrong? Tell us before you try to fix it
Section titled “5. Something looks wrong? Tell us before you try to fix it”Things that worked yesterday don’t break by themselves. If something has changed, something was changed — and the fastest fix is for us to see it before anything else is touched.
Here’s how to report a problem so we can sort it quickly.