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You run a clinic and your agent answers patient questions all day. Some of those visitors leave their name and number, ask about booking, or fill out an intake form. Without somewhere to keep them, every one of those leads disappears the moment the chat window closes. The CRM is that somewhere: a contact list built from the people who actually talk to your agent, with their details, notes, files, and form submissions attached. Open any agent and choose CRM in the sidebar. The group has four screens: Contacts, Forms, Automations, and Settings.

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Why the CRM matters

Your agent is often the first conversation a prospect or customer ever has with you. The CRM makes sure that conversation turns into a record you can act on:
  • Capture leads automatically. When the agent collects someone’s details during a chat, that person becomes a contact — no copy-paste required.
  • Keep everything in one place. Each contact carries their chat history, your internal notes, uploaded files, and any forms they submitted.
  • Qualify and assign. Contacts move through pipeline stages and get assigned to a team member, so leads don’t fall through the cracks.
  • Power gated agents. Restricted and paid agents check the CRM to decide who’s allowed in (see below).

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Where contacts come from

A contact can enter the CRM several ways. Each contact records how it was created:
SourceShown asWhen it happens
Chatvia ChatThe agent captured the person’s details during a conversation
Formvia FormSomeone submitted one of your CRM forms
Manualvia ManualA team member added the contact by hand
Importvia ImportYou uploaded a CSV of contacts
APIvia APIAn external system created the contact through the API
For the agent to capture a detail during chat (like a phone number or company name), the matching contact field must have Allow for AI turned on. See Custom fields.

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The CRM and gated agents

Two of your agent’s visibility modes lean directly on the CRM:
  • Restrict — “Only users from your CRM can use this chatbot.” Your contact list becomes the guest list: people sign in, and only those already in your CRM get through.
  • Pay for Access — visitors who buy a subscription become contacts you can see and follow up with.
So the CRM isn’t just a record of who talked to your agent — for gated agents, it’s the list that decides who’s allowed to talk to it at all.

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What’s in the CRM

Contacts

The contact list, individual contact details, rich-text notes, and files.

Custom fields

Capture information beyond name and email, and let the agent fill it in.

Forms

Build forms with drag-and-drop, share them, and review submissions.

Automations

Auto-assign owners and set a starting stage for every new contact.

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Tips

Decide which details matter to your business before you start capturing contacts. Adding the right custom fields up front — and marking them Allow for AI — means the agent starts collecting that information from day one, instead of you backfilling it later.

Manage contacts

View, add, and organize the people in your CRM.

Agent visibility

Use your CRM to restrict who can chat with a gated agent.

Conversation history

Read the conversations behind your captured contacts.

Paid agents

Charge for access and turn subscribers into contacts.