CRM in Voxido: your contacts, your team, and the calls between them
Voxido's CRM is where your contacts and your team meet. Your AI agent talks to contacts. When a caller needs a person, call handover sends the live call to your team. Each contact can have an Owner who gets their calls first, and whoever takes a call logs how it went. Team calls then shows who took which calls, and Feedback after the call asks the contact on WhatsApp.
The parts
| Part | What it is | Find it |
|---|---|---|
| Contacts | One record per customer, patient, student or lead: stage, custom fields, workspace, owner and what the AI learned. | Sidebar → Contacts |
| People and teams | Everyone who works with you, with or without a Voxido login, grouped into teams. | Sidebar → Settings → People |
| Call handover | Sends a live call from your AI agent to your team, one person at a time. | Sidebar → Settings → Call routing |
| Owner, Backup owner and Reporter | Who looks after each contact, who covers, and who created it. | Sidebar → Contacts |
| Notes and call outcomes | Your team's notes on a contact, and "How did the call go?" on every call. | Sidebar → Contacts → a contact → Notes |
| Team calls | The report on handed-over calls: who answered, how fast, talk time, ratings and leave. | Sidebar → Team calls |
| Feedback after the call | A WhatsApp message that asks the contact to rate the call. | Sidebar → Settings → Call routing → Call feedback |
How the pieces fit
Here is one call at Brightway, from start to finish:
- Priya Sharma calls. The AI agent answers, works out what she needs, and saves what it learns on her contact.
- Priya needs a person. For example, she's ready to book, or the AI can't answer her question. You choose these moments in Settings → Call routing.
- The AI rings your team. Priya's Owner rings first, then her Backup owner, when they're available. Then everyone else in turn.
- Arjun picks up, on his mobile or in Voxido on his computer. On a computer he sees who is calling and what the AI learned. If Priya has no owner yet, she becomes Arjun's.
- The How did the call go? panel opens as Arjun picks up. He picks an outcome, moves the stage, sets Call back on and writes a note. See Notes and call outcomes.
- If nobody answers, the AI tells Priya someone will call back, and a call-back request goes to her owner (or backup) in the Team Inbox.
- After the call, Priya can get a short WhatsApp message asking how it went.
- Team calls adds it all up: calls, missed calls, talk time, ratings and comments.
What's in this section
| Page | What it covers | Who uses it |
|---|---|---|
| People and teams | Everyone who works with you, their teams, logins, calls and alerts. | Owners, Admins (Managers for status and leave) |
| Call routing | Switching call handover on, when the AI hands over, and who takes calls. | Owners, Admins |
| Your status and leave | Available, Away and leave. | Everyone in People with a login |
| Answer calls in your browser | The incoming-call popup and the call controls. | People who answer on a computer |
| Team calls | The report, row by row. | Everyone (Members see their own numbers) |
| Daily email | The Team calls report in your inbox every day. | Everyone |
| Feedback after the call | A WhatsApp survey after the call. | Owners, Admins |
| Owner, Backup owner and Reporter | Who looks after each contact, and how that routes calls and requests. | Everyone (Managers and above reassign) |
| Notes and call outcomes | Team notes, what the AI remembers, "How did the call go?", Call back on, and what the AI reads. | Everyone who works with contacts |
| Contacts across workspaces | The Workspace column and filter, and shared stages and fields. | Anyone who sees All workspaces |
Set up call handover
- Add your people. In Settings → People, add everyone who should take calls, put them in a team, and switch on Takes calls. See People and teams.
- Let your voice agent hand calls over. In the agent's Skills, under People, turn on Talk to a human. See Hand off to a person.
- Set the rules and switch it on. In Settings → Call routing → Routing, pick when the AI hands a call over and what happens if nobody answers. See Call routing.
- Give your key contacts an owner. Then their calls go to the right person first. See Owner, Backup owner and Reporter.
- Choose what people log after a call. Open any call's panel and click Choose fields for everyone, or use Settings → Revenue & outcomes (Revenue and outcomes). See Notes and call outcomes.
- Optional: ask for feedback. See Feedback after the call.
Who can do what
| Task | Owner | Admin | Manager | Member |
|---|---|---|---|---|
| Add and edit people and teams | Yes | Yes | No | No |
| Change Call routing and Feedback after the call | Yes | Yes | No | No |
| Set up contact stages and custom fields | Yes | Yes | No | No |
| Take a contact that has no owner, with Assign to me | Yes | Yes | Yes | Yes |
| Set or change a contact's Owner and Backup owner, and the Reporter | Yes | Yes | Yes | No |
| Choose the fields and outcomes on "How did the call go?" | Yes | Yes | Yes | No |
| Save a Summary layout as the team default | Yes | Yes | No | No |
| Write notes, and log how a call went | Yes | Yes | Yes | Yes |
See Understanding roles.