CRM

Keep customer context, real business work, and next steps in one adaptable workspace

CRM#

AlonChat CRM answers three practical questions:

1. What needs attention now?
2. Who is the customer, and what has happened with them?
3. What real outcome or commitment are we tracking?

It works with conversation history, but it is not limited to chat. Your team can also log calls, meetings, email, notes, custom contracts, and other offline work.

Where CRM Lives#

Open CRM in the agent sidebar. The CRM has three permanent destinations:

Business-specific work types appear only after the business actually uses them. There is no business-type setup page to maintain.

Today#

Today is a deterministic operational view. Loading it does not call an AI model.

Use it to see:

• overdue and due-today items your team owns;
• what is waiting on a customer or third party;
• upcoming commitments and waiting work;
• calls, meetings, email, notes, and lifecycle changes from the last seven days; and
• suggestions learned from conversation evidence that still need owner review.

An AI-learned suggestion does not become Work merely because it sounds plausible. Review the evidence and destination preview, then choose Apply or Dismiss.

Customers#

People#

People can be created naturally from connected conversations, lead forms, imports, integrations, or manual entry. Use the People view to search, filter, export, or open a customer profile.

A customer profile brings together:

• names, email, phone, company, channels, and tags;
• available conversation history and customer intelligence;
• open Work;
• next steps and items waiting on someone; and
• source-neutral activity such as calls, meetings, email, and notes.

Companies#

Companies are first-class customer records. They can be linked to People, Work, commitments, and activity. AlonChat links an explicitly entered company name by exact normalized name; it does not silently fuzzy-merge different businesses.

Work#

Work represents an outcome the business is trying to move forward. Examples include:

• a sales deal or custom contract;
• a booking or appointment;
• an order or subscription;
• a customer case, claim, or onboarding; and
• neutral Work when no more specific type has been proven yet.

Each type may have business-native stages, while AlonChat keeps a small shared lifecycle underneath: Open, Waiting, Completed, or Cancelled. That makes reporting consistent without forcing every business into a sales pipeline.

When adding Work, you can optionally link a Person, Company, amount, currency, target date, and priority. A chat conversation is optional, so a contract agreed in a Zoom meeting can be tracked naturally.

Next steps and commitments#

A next step records who owes what, to whom, and by what date or condition. It can be owned by the business, a customer, or a third party. Completing it records operational state; sending an automated reminder does not automatically mark it complete.

Log offline activity#

Use Log activity from a customer, company, Work item, or next step to record:

• note;
• call;
• meeting; or
• email.

You may identify the source as manual entry, Zoom, calendar, email, upload, or integration and add an external link when useful. These entries join the same evidence timeline as connected-channel events.

Automated follow-up belongs to Workflows#

CRM next steps describe the business obligation. Message timing, waits, retry limits, cancellation, and outbound copy belong to Agent Studio → Workflows.

For example:

• “Maria will send the signed contract when legal approves it” is a CRM next step.
• “Send Maria a reminder after two days, then stop when she replies” is a Workflow.

This separation keeps CRM useful even when the customer relationship happens outside chat.

Related pages#

• Workflows — automated waits, messages, and follow-up journeys
• Procedures — guidance for how the agent should handle a situation
• Activity — channel conversations and human attention
• Lead capture — collect customer details from forms