Skip to main content

Contacts & CRM Overview

Board View

The CRM is your central hub for managing contacts and leads and tracking their progress through your business pipeline. It brings together every contact - whether created manually, imported from a file, or generated automatically from agent conversations - into a single, organized workspace.

Video Walkthrough

Watch: Custom CRM Builds: Tailor Your System to Any Business or Industry - 0:00–0:11

What Is the CRM?​

The CRM (formerly called "Contacts" or "List") gives you two ways to view and manage your contacts:

  • Board view - a Kanban-style pipeline where contacts appear as cards you can drag between stages like New Lead, Contacted, Qualified, and Sold.
  • Table view - a spreadsheet-style layout with sortable columns, inline editing, and filtering for data-heavy management.

Table View

Switch between views at any time depending on what you need. Use the board view for a quick visual snapshot of your pipeline, and the table view when you need to sort, filter, or edit contacts in bulk.

How the CRM Connects to Everything Else​

The CRM does not live in isolation. It is tightly connected to your agents and conversations:

  • Agents create contacts - when someone calls or messages your AI agent, a contact record is created automatically in the CRM with their details and conversation history.
  • Contacts link to conversations - click any contact to open their full conversation thread, including calls, SMS, emails, and WhatsApp messages.
  • Pipeline stages sync everywhere - move a contact to a new stage in the CRM, and that change reflects in Conversations and workflow automations.

Key Capabilities​

  • Organize contacts in customizable pipelines with drag-and-drop stage management.
  • Build custom views with filters, groupings, and saved tabs.
  • Create custom fields and contact layouts tailored to your business.
  • Import contacts from CSV or Excel files with automatic field mapping.
  • Run bulk actions like mass SMS, email, agent assignment, and tagging.
  • Score leads automatically based on engagement activity.
  • Prevent duplicates with built-in deduplication settings.

Next Steps​

  • Pipelines - create and customize the stages contacts move through
  • Custom Fields - add business-specific data fields to your contacts
  • Bulk Actions - take action on multiple contacts at once