CRM Overview¶

Overview¶

The QVOICE Platform CRM is a built-in customer register inside the admin portal. It is fed automatically by AI Agents: when an AI persona handles a call or an email, it records who the customer is, what they wanted, and how the interaction went. It does this without an agent typing anything.

The CRM has three screens:

Screen	What it holds
Cases	One record per interaction (call or email): the reason for contact, AI-assigned disposition, sentiment, summary, recording and transcript.
Leads	Commercial opportunities or requests that group one or more cases, each with its own sales status.
Contacts	The people and companies you deal with, identified by phone number and email.

Open it from the CRM item in the portal's top menu.

Data Model¶

flowchart LR
    C[Contact] -- 1..n --> L[Lead]
    L -- 1..n --> K[Case]
    K --- I[Interaction: call or email]
    K --- P[AI Persona that handled it]

A Contact can have several Leads, for example a new enquiry every few months.
A Lead can have several Cases: every call or email about the same matter adds a case to the lead.
Each Case is tied to the interaction that produced it (call recording, transcript or email body) and to the AI persona that handled it.

How Records Are Created¶

From AI voice calls¶

This is the main source. When a call handled by an AI persona ends, and the persona has Save calls in CRM enabled:

The conversation is analysed by an AI model. It extracts the caller's details, the intent (a one-line "why they called"), a summary, the sentiment and the justification for the disposition.
The contact is found by the caller's phone number, or created if it is new.
An existing lead for that contact is reused when all of these hold:
- the call is about the same matter;
- the lead was updated in the last 90 days;
- the lead is not Converted, Dismissed or Expired.
Otherwise a new lead is created with status New, and its subject is taken from the intent. 4. A case is created with status Open. It includes the disposition that the persona set during the call, the sentiment, the summary, the recording and the transcript.

sequenceDiagram
    participant Caller
    participant AI as AI Persona
    participant CRM as QVOICE Platform CRM
    Caller->>AI: Call
    AI->>AI: Conversation, sets the disposition (e.g. HOT / WARM / COLD)
    Caller-->>AI: Hang up
    AI->>AI: Analyse the conversation (intent, summary, sentiment)
    AI->>CRM: Save call
    CRM->>CRM: Find or create Contact
    CRM->>CRM: Reuse or create Lead
    CRM->>CRM: Create Case (Open)

Other sources¶

Source	What happens
Email	A persona connected to a Gmail inbox creates a contact, a lead (channel email) and a case (interaction Email received) from each incoming email it processes.
Agents in UCP (queue screen pop)	On queues with Native CRM enabled, UCP opens a CRM screen pop for each queue call. Known callers get a case automatically; for new callers the case is created when the agent creates the contact. Agents add notes, dispositions, tags and follow-ups. See CRM Screen Pop In Queues.
Contacts screen	Administrators can add contacts manually or import them from Google.
Voicemail	Voicemails linked to a case add their transcript to the case.

Lifecycles¶

Case status: Open, Resolved or Closed. People change it, from the portal, the web client or the self-service app, and can add an optional note. Every change is kept in the case history with the user who made it.

Lead status: New, Contacted, Qualified, Nurturing, Converted, Dismissed or Expired. A lead that has not been updated for 90 days is set to Expired automatically, unless it is already Converted, Dismissed or Expired.

Configuration¶

Requirement	Where	Details
CRM module enabled for the account	Config → Accounts → CRM feature icon	On by default. Only administrators can change it.
Role permission	Config → Roles	Module CRM, with sections Contacts (read / create / edit / delete) and Leads (read / create / edit / delete / convert). The Cases screen is shown to users who have the Leads permission. Built-in administrator roles include full CRM access.
AI persona writes to the CRM	AI → AI Agents → Personas → CRM section	Turn on Save calls in CRM. Optionally turn on CRM auto follow-up.
Queue screen pop	Config → Queues → CRM section	Turn on Enabled and Native CRM so agents get the CRM in UCP on queue calls. See CRM Screen Pop In Queues.
Dispositions	Queue settings, or the persona	The persona needs a disposition list to classify calls. When the persona serves a queue, the list comes from the queue. The persona form warns when the list is empty.
Tags	Tag catalog	Tags scoped to CRM contacts can be applied to contacts, leads and cases.

Use Cases¶

AI receptionist with lead capture. A real-estate agency routes its main number to an AI persona with Save calls in CRM on. Each caller becomes a contact, and each property enquiry becomes a lead. Every call becomes a case with a HOT / WARM / COLD disposition. Each morning the sales team opens Cases, filters on HOT and Open, listens to the recording, and calls back the best prospects.

Repeat callers without duplicates. A customer calls three times in two weeks about the same order. The CRM matches the contact by phone number and reuses the lead, so all three calls appear as cases under one lead. Whoever picks it up sees the full history.

Support triage by sentiment. A support line uses an AI persona to take first-level calls. Supervisors filter Cases by negative sentiment and read the AI's evidence. They resolve the case, with a note, once a human has followed up.

Human agents on the same CRM. Calls answered by people in a queue with Native CRM open the caller's card in UCP. Those calls are logged as cases next to the AI-handled ones, so the customer history is complete whoever answered.

Email + voice in one place. The same persona answers the phone and processes a Gmail inbox. Calls and emails from the same customer land on the same contact, each as its own case, with the right interaction icon.

Limitations¶

Voice cases are created only for calls handled by an AI persona with Save calls in CRM on. A call with no conversation is not saved.
In the portal, cases and leads cannot be created, deleted or exported. Contacts can be added, edited, deleted and imported.
The Cases screen loads the newest 1000 cases and has no date-range selector.