Contacts & CRM
Manage your customer contacts, lead scoring, and sales pipeline
Contacts & CRM#
AlonChat automatically creates contact records for everyone who interacts with your agent, with AI-powered status classification, sentiment analysis, and lead scoring.
Automatic Contact Creation#
When someone chats with your agent:
- A contact record is created automatically
- Conversation is linked to the contact
- Future conversations from the same person are connected
- Contact info, sentiment, and status update over time
CRM Navigation#
The CRM section has its own sidebar:
| Section | Purpose |
|---|---|
| Contacts | Browse and manage all contacts |
| Escalations | Escalated conversations inbox + trigger settings |
| Follow-ups | Automatic follow-up queue and status |
| Activity | Activity log and audit trail |
| Pipeline | Sales pipeline (if deals enabled) |
| Settings | Scoring, follow-ups config, and advanced rules |
Viewing Contacts#
- Go to your agent dashboard
- Click CRM in the sidebar, then Contacts
- Browse, search, or filter contacts
Filtering Contacts#
Use pill-based filters to narrow your view across three dimensions:
Status Filter:
- New, Active, Qualified, Converted, Inactive, Churned
Source Filter:
- Chat Widget, Lead Form, Facebook, Instagram, WhatsApp, Telegram, Web Visitor
Stage Filter (Customer Journey):
- Inquiry (Awareness)
- Comparing (Evaluation)
- Closing (Decision)
- In Progress (Fulfillment)
- Follow-up (Retention)
You can also search by name, email, or phone.
Auto-Classified Contact Status#
AlonChat automatically classifies each contact's status based on their behavior. These statuses update automatically and cannot be manually overridden:
| Status | Color | Description |
|---|---|---|
| Converted | Emerald | Has made a purchase or confirmed booking |
| Churned | Red | Was converted but has gone silent |
| Qualified | Purple | Shows buying intent signals |
| Active | Green | Recent engagement with sufficient message history |
| Inactive | Gray | No recent messages |
| New | Blue | Everything else |
Status thresholds (inactivity windows, message minimums) are configurable in CRM Settings > Advanced tab.
Sentiment Badges#
Each contact shows a 5-level sentiment badge based on their average conversation sentiment:
| Level | Icon |
|---|---|
| Very Positive | Laughing face (emerald) |
| Positive | Smile (green) |
| Neutral | Neutral face (gray) |
| Negative | Frown (orange) |
| Very Negative | Angry face (red) |
Sentiment is calculated automatically from conversation tone. Hover over the badge to see the score.
Contact Information#
Each contact card displays:
| Field | Description |
|---|---|
| Name | Customer name |
| Email / Phone | Contact details (green if present, gray if missing) |
| Channel | Platform icons (Facebook, Instagram, WhatsApp, Telegram, Web, Email) |
| Stage | Current journey stage with progression indicator |
| Lead Grade | A through F letter grade based on lead score |
| Sentiment | 5-level sentiment badge |
| Status | Auto-classified status (New, Active, Qualified, etc.) |
| Tags | Custom labels |
| VIP / At-Risk | Purple crown for VIP, red alert for at-risk contacts |
| Completeness | Profile data completeness indicator |
Lead Scoring#
Contacts are scored automatically based on configurable signals:
Scoring Signals#
Define signals that add or subtract points:
- AI-detected: AI identifies patterns like pricing questions
- Keyword-based: Specific words trigger score changes
- User actions: Booking attempts, form submissions
- Manual: Team members assign scores
Lead Grades#
Contacts receive letter grades (A through F) based on their total score. Grade thresholds are fully configurable in CRM Settings > Scoring tab.
Conversation History#
View all conversations with a contact:
- Click on a contact
- See Conversation History with full transcripts
- Messages grouped by platform and date
- Sentiment and source attribution per message
Tagging Contacts#
Organize contacts with tags:
- Select a contact
- Click Add Tag
- Create or select tags
- Filter contacts by tags
Exporting Contacts#
- Go to Contacts
- Apply filters if needed
- Click Export
- Download as CSV (includes name, email, phone, company, status, source, dates, message count)
CRM Settings#
Access via CRM > Settings in the sidebar. The page has three tabs:
Scoring Tab#
- Business Profile: AI-detected business type with template selection
- Scoring Signals: Create and manage lead scoring rules
- Lead Score Grades: Set A/B/C/D thresholds
- Scoring Weights: Adjust category weights that influence lead scores
Follow-ups Tab#
- Auto Follow-ups: Enable/disable automatic follow-up messages
- Built-in Triggers: AI-powered detection of disengaged customers and undecided prospects
- Custom Triggers: Create your own trigger rules with presets available
- Timing: Configure delays, max attempts, quiet hours
- Channels: Select which platforms to send follow-ups on
- Cost: 2 credits per AI-generated follow-up
Advanced Tab#
- Lifecycle Windows: Configure churn, hot lead, and stale deal timeframes
- Contact Status Rules: Customize inactive/churned thresholds and active message minimums
- Automation Toggles: Auto-create deals, auto-close won, task on topic exhaustion
- AI Suggestions: Review and approve AI-recommended changes across CRM, triggers, follow-ups, analytics, and vocabulary
Privacy & Deletion#
Delete a Contact#
- Select the contact
- Click Delete
- Confirm deletion
Contact data and conversation history are permanently removed.
Bulk Delete#
- Select multiple contacts
- Click Bulk Actions > Delete
- Confirm