CRM Contact Management
The Agent Panel's CRM maintains a centralized contact database for all customer interactions. Every phone call, email, and chat creates or updates a contact record automatically.
Key Features
- Automatic Caller ID Lookup — incoming calls instantly pull up the matching contact card with their full history
- Multi-Phone Support — each contact can have multiple phone numbers with a primary designation
- Consent Tracking — SMS and call consent status (opted in, opted out, unknown) tracked per phone number
- Account Linking — contacts can be associated with one or more business accounts with roles like primary, billing, or technical
- Unified Timeline — view all cases, notes, callbacks, and communication history for any contact
Creating and Editing Contacts
Contacts can be created manually through the CRM tab or automatically when a website visitor submits their information through the AI Agent. Fields include name, email, title, company, and multiple phone numbers. All changes are tracked with timestamps.