Phone CRM

A customer file your phone line keeps up to date

A phone CRM keeps your customer records on the same account as your numbers. When someone rings, the AI agent recognises the number, opens only the details you’ve allowed and puts right anything that’s changed before they hang up. Your team sees the new details straight away.

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  • Encrypted fields where you choose
  • Bring your Excel list, or pick a template
  • An API and webhooks for other systems
Who it’s for

A phone CRM for offices that haven’t got one yet

Plenty of firms run on a spreadsheet, a shared diary and whatever the office manager remembers. That works until the agent on your line needs to look a caller up and there’s nowhere sensible for it to look.

The phone CRM gives those records a home beside your call history. The AI phone agent can read and update them during a call, so nobody retypes what was said afterwards. And if some customers would rather write than ring, the shared WhatsApp inbox sits in the same account.

Getting started

Three ways to begin, none of them final

You can rename, add or remove objects and fields later, so the choice isn’t a big one. The quickest start is usually the list you already keep.

  1. One of six templates

    Clinic & patients, Sales CRM, Orders & delivery, Support desk, Real estate or Simple contact list. Each one sets up the records and fields for that kind of work, with contact details and notes encrypted.

  2. The spreadsheet you use now

    A CSV or Excel file, no bigger than 10 MB or longer than 20,000 rows. A type is suggested for every column, so phone numbers, emails, dates and short lists of choices arrive as what they are.

  3. A blank object

    Name the thing you keep track of (pupils, vans, repair jobs) and add its fields one at a time.

On a call

A new mobile number, saved mid-call

Each kind of record gets its own tool, and you decide what that tool may do. If nobody gives the agent a name or a reference to search for, it tries the number on the incoming call.

“Could you change the contact mobile for Amara’s lessons? Her mum’s got a new number.”A parent, ringing a music school in Bath

Dad’s ringing from the number already on the family’s record, so the agent finds them at once, checks it’s Amara he means and saves the new mobile. Had a detail been missing, or the change not allowed, the tool would have handed back a short sentence the agent can say, and the conversation would carry on.

  • Adds records and changes them; deletes only if you’ve ticked that
  • Sees only the fields you pick, each one set to read, or read and write
  • Can keep callers to their own record
  • Can ask for the number on the record before changing or deleting anything

Setting it up CRMAI agentsNew tool Choose which records the tool works on, the actions you’ll allow and the fields it may use. Back in the agent, pick the tool at the Connections step; the matching lines are written into its instructions for you.

Privacy

How the records are kept private

Customer details deserve more care than a shared spreadsheet usually gets. This is what the CRM does about it.

Walled off, with its own key

Your records live in a CRM space no other account can reach, locked with a data key made for your account alone.

Encrypted where you say

Tick encryption on a field and its values are kept under AES-256-GCM. The templates start with it ticked for contact details and notes.

Encrypted, yet found by number

A search for an exact phone number or email is matched against a keyed hash, not the stored value. The record stays encrypted and the agent still finds the caller.

Your password, asked again

Exporting, deleting for good, emptying the trash and creating an API key or a webhook all ask you to type your password once more.

A log of every edit

The activity log names the source of every change: a colleague, an import, a webhook, the API or the AI agent. What’s inside an encrypted field is left out of it.

Deleted records can come back

Deleted records go to the trash first. If someone deletes the wrong family, put it back from there.

Reports

Figures for the Monday meeting

The music school keeps one dashboard: trial lessons against this term’s goal, pupils by instrument and the latest changes. Yours can mix figures and goals with trend lines, bar, donut and funnel charts, tables and two live feeds, one of them just for the agent. The numbers update every 10 seconds.

When a dashboard isn’t enough, the report builder saves the reports you use often and exports them to CSV. There’s a report on the agent’s own work as well.

Other systems

Your website and accounts software can join in

Your website or your accounts software can read and write the same records through the API, and hear about changes through webhooks.

Sub-accounts open the same CRM as the main account. Keys, webhooks, AI tools, settings, imports and exports are handled from the main account alone. If you ring customers from another dialer, it can check the consent list for AI calls before it dials.

  • Each system gets its own API key: you choose what it may do, which objects it sees, which IP addresses may use it and when it expires
  • A webhook goes out when a record is created, updated or deleted, signed with HMAC-SHA256 so the other end can check it came from you
  • Webhooks only go to https addresses, and after 20 failed deliveries in a row they’re paused
  • CSV imports can add new records or update existing ones, matched on a field you pick
FAQ

Before you move the spreadsheet over

Not covered here? Send us your question

We’re on HubSpot already. Is this worth switching to?

No. If your customers are in HubSpot, keep them there. The agent can find and update HubSpot contacts, companies, deals and tickets during a call. The phone CRM is for firms that don’t have a CRM yet, or have a spreadsheet doing the job of one.

If phone numbers are encrypted, how does the agent match a caller?

Next to each encrypted phone number or email, the CRM keeps a keyed hash of it. The agent’s search is compared with that hash rather than the number itself, so it still finds the right family while the record stays encrypted. It works for exact matches, which is all a phone number needs.

Can we start from the Excel file we use now?

Yes. Start from the file itself, CSV or Excel, as long as it’s no bigger than 10 MB and no longer than 20,000 rows. Check the columns and the type suggested for each, and choose which ones to encrypt. Later CSV imports can add new records or update existing ones, matched by a field you pick.

Is there anything the agent can’t touch?

Anything its tool doesn’t allow. Finding, adding, changing and deleting are four separate ticks, and every field is set to none, read, or read and write. You can also keep callers to their own record, and have the agent ask for the number on the record before it changes or deletes anything.

Who’s allowed to download the whole list?

Only the main account, and only after typing its password once more: the CSV holds everything in readable form, encrypted fields included. People on sub-accounts can work with the records all day, but they can’t export, import or change the settings.

Could we take all our data elsewhere later?

Yes. Every object has its own CSV export under Import & export, so families, lessons or whatever you keep leave as one file each. If the new system would rather fetch the data itself, give it an API key and it can read the records directly.

See also

Where to go from here

AI phone agents

A voice on your line that follows your written instructions.

Learn more

Keep the customer file beside the call

Open a free account, load the customer list you keep now or one of the templates, and give your agent the tool before its next call.

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