Client CRM

The Client CRM is where your business turns conversations into customers. Every lead your voice agents capture lands here automatically, ready for your team to call back, qualify, book appointments, move through your sales pipeline and report on. This guide explains every screen and tool in the CRM, what each one does, and the exact steps to use, add and edit everything.

In this guide

• Getting around — where the CRM lives and how the pages fit together
• Leads — the lead list, priorities, statuses, follow-ups, search and filters
• How leads are created — automatic capture from calls, and adding leads by hand
• The Lead Detail page — contact info, AI call analysis, activity log, status changes
• Pipeline — the drag-and-drop deal board and customizable stages
• Appointments & callbacks — booking from a lead, the quick dialogs and what they do
• Calendar — month/week/day/list views, calendar sync and booking settings
• Reports — performance metrics, lead quality, dispositions and PDF export
• Contacts — how contact records work in the CRM
• Setup / Delivery Tracker — the onboarding waiting room
• Common workflows & tips — end-to-end recipes your team can follow

---

Getting around the CRM

The CRM is reached from the left-hand sidebar of your portal. The core CRM destinations are:

Opening any lead from the list or pipeline takes you to the Lead Detail page, the single place to manage one person from first contact to closed deal.

A note on your industry. Sysevo powers many different industries (vets, solar, rentals, excursions, entertainment, call centres and more). The CRM adapts its wording to your industry — for example a "Closer" may be labelled "Veterinarian", and appointment types differ. The underlying tools are identical; only some labels change. Where this guide gives a label, your portal may show the equivalent term for your business.

---

Leads

The Leads page (titled Lead Management) is the heart of the CRM. It lists every lead your voice agents have generated, plus any you add by hand, and gives you fast tools to triage, contact and progress them.

The metrics row

Across the top of the Leads page is a row of live counters that summarise your whole lead base:

These numbers update automatically as leads arrive and as you work them.

View tabs

Below the metrics is a set of tabs that act as saved filters. They let you focus on one bucket at a time:

The Qualified, Follow-up and Callbacks tabs show a small count badge so you can see how many are waiting at a glance.

Search and filters

Under the tabs you have a search box and two dropdown filters:

• Search — type a name, email or phone number to instantly narrow the list.
• Priority — filter by All Priority, Hot, Warm or Cold.
• Status — filter by All Status, New, Contacted, Qualified, Callback, Appointment Scheduled, Closed Won or Closed Lost.

All filters, the search term and the active tab are remembered in the page address, so you can bookmark a filtered view or share the link with a teammate and they will see the same list.

The lead table

On desktop, leads appear in a table; on mobile they appear as tappable cards. The columns are:

A blue New badge appears next to brand-new leads. A small calendar icon next to the name means the agent's AI spotted a possible appointment in the conversation.

Priorities (Hot / Warm / Cold / Follow-up)

Every lead has a priority that signals how warm the opportunity is. The agent sets an initial priority from the call, and you can change it any time by clicking the coloured priority badge in the list or on the lead.

How to change a lead's priority

1. Find the lead in the list (or open it).
2. Click the coloured priority badge.
3. Pick Hot, Warm, Follow-up or Cold from the menu.
4. The change saves instantly and a confirmation appears.

Switching a lead to Follow-up converts it into a follow-up record (it moves to the Follow-up tab). Switching a follow-up to any other priority converts it back into a normal lead automatically.

Statuses (the pipeline stages)

A lead's status is its stage in your sales process. Like priority, you change it by clicking the status badge. The default statuses are:

If your account has a custom pipeline, the status menu shows your own stage names instead of the defaults (see Pipeline → Customising your stages).

How to change a lead's status

1. Click the status badge on the lead row (or on the lead detail page).
2. Choose the new status from the menu.
3. The lead updates immediately, the change is logged to the lead's activity, and (where configured) an automated stage email can be sent.

Some statuses trigger an extra step:

• Choosing Appointment Scheduled from the lead detail opens a dialog to assign the meeting to a Closer.
• Choosing Closed Won opens a dialog to capture the deal value and any payment taken today.

Quick actions on a lead

Each row's ⋮ menu gives one-click actions:

• Mark Contacted — set status to Contacted.
• Mark Qualified — set status to Qualified.
• Book Appointment — open the quick appointment dialog (see Appointments).
• Convert to Lead — (follow-ups only) promote a follow-up into an active lead.
• Remove — discard the lead (you'll be asked for a reason).

The row also has:

• A phone icon to jump straight to the call recording/transcript that created the lead.
• A View button (eye icon) to open the full Lead Detail page.

Starring leads

Click the star on any lead to flag it. Starred leads appear under the Starred tab and the Starred metric. Use stars for your personal shortlist — the leads you want to keep an eye on regardless of status.

Selecting and bulk-deleting

Tick the checkboxes (or the header checkbox to select all visible leads) and a Delete (n) button appears at the top. Bulk delete discards the selected leads in one go. As with single deletes, discarded leads are hidden from the list rather than permanently erased.

Syncing leads on demand

The Sync button forces an immediate check for any new calls that should become leads. The page also auto-syncs quietly when it loads and polls for new leads every couple of seconds, so in practice new leads appear on their own — Sync is there for when you want to be sure you're fully up to date.

Exporting to CSV

Click Export to download the currently filtered list as a CSV file. The export includes Name, Email, Phone, Type, Status, Priority and Call Time, and the file is named with today's date. Use the filters first to export exactly the segment you want.

Discarding a lead (and why)

When you remove a lead you must pick a reason so your reports stay meaningful:

Discarded leads drop out of the active list. (Removing a lead also tidies up any orphaned company record it was the last link to.)

---

How leads are created

Automatically from calls (the main way)

Most leads appear by themselves. After your voice agent finishes a call, the platform reads the conversation and, when it finds a genuine prospect, creates a lead for you with:

• The caller's name, phone and email (whatever the agent captured)
• A starting priority based on how interested they sounded
• A starting status of New
• The call time, a link back to the recording/transcript, and any appointment the AI detected
• A Follow-up classification for shorter or lower-intent calls that are worth circling back to rather than working as a hot lead

This is why the Leads page polls and auto-syncs — leads land within seconds of a call ending. You don't need to do anything to capture them.

Adding a lead by hand

You can also create a lead yourself using the New Lead wizard — handy for walk-ins, referrals or leads from another channel. Click Add Lead on the Leads page. The wizard has three quick steps:

Step 1 — Who's the contact?

• First name (required)
• Last name (optional)
• Email or Phone — at least one is required

Step 2 — Tell us about the business

• Business name (required)
• Industry (optional — pick from the list)
• Lead source (required) — Direct, Referral, Inbound, Outbound, Campaign, Website, Cold call, Partner, Networking, Social media, Event, LinkedIn, Email or Affiliate

Step 3 — What's the deal?

• Client type / tier (required) — choose the package or tier that fits. Selecting a standard tier shows its setup and monthly figures; choosing Custom lets you type a deal value; Enterprise and White-label show that pricing is agreed separately.

Click Continue through the steps and then Create Lead. The wizard validates as you go (the Continue button stays disabled until each step is complete) and saves the new lead when you finish.

---

The Lead Detail page

Click View on any lead (or click a card in the Pipeline) to open the Lead Detail page — the complete record of one person.

Header and key stats

At the very top you'll find the lead's name and a strip of at-a-glance stats:

• Days open — how long since the lead was created
• Stage — the lead's position in the pipeline (e.g. "2 of 7")
• Contact attempts — how many times you've logged contact, with the last-contacted date
• Call time — when the originating call happened

There's also a View Call button to open the original recording/transcript, and a delete (discard) button.

The quick-action bar

A row of buttons gives you the fastest ways to act on the lead:

The tabs

The lead's information is organised into tabs:

Overview tab

• Call summary — an AI-generated summary of what happened on the call, with an interest level badge (High / Medium / Low). If no summary exists yet, click Re-analyse to generate one.
• Contact information — name, email, phone, mobile and address. Click any field to edit it inline (press Enter to save, Escape to cancel), or use the contact edit mode. There's a Copy all option to grab the whole contact block.
• Sales / qualification details — depending on your industry, editable fields capture the specifics the agent gathered (for example, in solar: installation year, system size, panel cost, payment method, installation company, feed-in tariffs). These auto-fill from the AI analysis when available and can be edited by hand.

Call Analysis tab

A deeper view of the AI's read on the conversation — interest signals, key facts and (in claims-style industries) a structured claim breakdown. This is labelled Call Analysis in most portals.

Activity tab

A running timeline of everything that's happened with the lead — notes, calls, voicemails, emails, callbacks and meetings. To add an entry:

1. Choose an activity type — Note, Phone Call, Voicemail, Email, Callback, Contacted or Meeting.
2. Type your note.
3. Save. The entry is timestamped and attributed to you.

Quick-action buttons let you log common activities (call, voicemail, email, callback, contacted, meeting) in one tap, which also bumps the lead's contact-attempt count and last-contacted date.

Changing status from the lead

The status dropdown works the same as in the list, with two special flows:

• Appointment Scheduled — first asks you to assign the meeting to a Closer (the teammate who will run it). Choose a Closer and confirm; they get notified.
• Closed Won — opens a dialog to enter the total deal value and payment taken today. These are saved against the lead and logged to the activity timeline with a celebratory confirmation.

Assigning, unassigning and reinstating

• Assign to a Closer happens automatically when you book an appointment or move to Appointment Scheduled.
• Unassign removes the owner and returns the lead to the shared pool.
• If a lead was automatically set to a "do-not-progress" disposition (for example the caller said they weren't interested or asked not to be called), a banner appears at the top. A Reinstate Lead button returns it to active status if you decide to work it again.

Do-Not-Call & compliance banner

If a call indicated the person should not be contacted again, the lead shows a clear Do Not Call banner and disables actions, helping your team stay compliant. Disqualified or Not-Interested leads show a softer banner explaining why.

---

Pipeline

The Pipeline page is a visual, drag-and-drop board of your leads grouped by status. It's the best way to see your whole sales process and move deals forward.

What it looks like

Each stage is a column. Each lead is a card you can drag from one column to the next. By default the stages are:

New → Contacted → Qualified → Appointment Scheduled → Payment Link Sent → Dormant → Closed Won → Closed Lost

Each column header shows the stage name, a colour dot and a count of leads in it. Cards show the lead's name, priority, phone number, any deal value, an upcoming callback time, the call time and the lead type.

Moving a lead between stages

1. Click and hold a lead card.
2. Drag it onto the target stage column (the column highlights as you hover).
3. Drop it. The lead's status updates instantly, the move is logged to its activity, and an automated stage email can be triggered where configured.

Two stages prompt for extra detail when you drop a lead on them:

• Closed Lost — you must enter a reason for the loss before it's saved.
• Closed Won — a celebration dialog asks for the total deal value and payment taken today.

Click any card (without dragging) to open that lead's full detail page. Use the on-screen left/right arrows (or scroll) to move across stages when you have many columns.

Customising your stages

Your pipeline stages are not fixed. Each account starts with a sensible default set, but stages can be renamed, reordered and added so the board mirrors your sales process. When custom stages exist, they appear everywhere a status is shown — the pipeline columns, the status dropdowns on leads, and the status filter on the Leads page — keeping the whole CRM consistent.

---

Appointments & callbacks

There are three ways to schedule time with a lead, each suited to a different moment.

Book an appointment from a lead (Quick Appointment)

Use this from a lead's Book Appointment action or the ⋮ menu in the list. The Quick Appointment dialog lets you:

1. Confirm the title (pre-filled as "Appointment with [name]").
2. Pick a date from the calendar.
3. Pick a time — fast buttons for 10am / 12pm / 2pm / 4pm, or the full time list.
4. Choose a duration — 15, 30, 45 minutes, 1 hour or 2 hours.
5. Optionally assign a Closer (the teammate who'll run the meeting). They get a notification.
6. Add any notes.
7. Click Schedule Appointment.

When you save, the lead's status moves to Appointment Scheduled, the meeting appears on the Calendar, the activity is logged, and — if the lead has an email — a meeting invite is sent automatically.

Schedule a callback

Use Schedule Callback on a lead when the person asked you to call back at a specific time. The Callback dialog offers:

• Quick presets — In 1 hour, In 2 hours, Tomorrow 10am, Tomorrow 2pm
• A date and time picker for an exact slot
• Optional notes

Saving sets the lead's callback time, moves its status to Callback, adds a callback reminder to your Calendar, and logs the activity. The callback time then shows on the lead row and in the Callbacks tab/metric.

Create an appointment from the Calendar

You can also book directly on the Calendar with the New Appointment wizard (three steps):

1. What's the meeting? — pick a type (the options match your industry, e.g. Consultation, Discovery Call, Product Demo, Property Viewing, Surgery, etc.), give it a title and an optional description.
2. When is it? — choose a date on the mini-calendar, a start time, and a duration (30m, 1h, 90m, 2h, 3h). The end time is calculated for you.
3. Who's attending? — optionally link an existing lead (which fills in their details), or type the name, email, phone, location and meeting link by hand.

Finish with Schedule. If you entered an email, a meeting invite is sent automatically.

---

Calendar

The Calendar page brings every appointment, callback and synced event together in one place.

Views

Switch between four views using the toggle:

Use Today and the ‹ › arrows to move through time. In List view you also get Upcoming / All / Past filter buttons.

What appears on the calendar

The Calendar merges several sources so nothing slips through:

• Appointments you and your team book (from leads or directly)
• Callbacks scheduled from leads
• Sales call bookings made through your booking page
• External events synced from an outside calendar (shown with a 🌐 globe and an "external" type)

Each entry is colour-coded by type and status. Click any entry to open its detail dialog, where you can review and manage it — and see the linked lead if there is one.

Creating and editing

• Click New Appointment (the ＋ button) to open the appointment wizard described above.
• In Week or Day view, click an empty time slot to start a new appointment pre-filled with that date and time.
• Click an existing appointment to open it and make changes.

The calendar refreshes in real time, so appointments your agents book (or that sync from an external calendar) appear without a manual refresh.

Calendar settings

Click the gear icon to open the settings panel, which has two parts.

Calendar Sync lets you connect an outside calendar (via an iCal feed) so its events appear alongside your appointments. Synced events are clearly marked with a 🌐 globe.

Booking Settings control how your voice agent can book meetings on your behalf and how your booking page behaves:

Adjust these and click Save Settings. They take effect immediately for new bookings.

---

Reports

The Reports page turns your call and lead activity into clear performance dashboards, with a one-click PDF export for sharing.

Choosing a period

Use the date-range dropdown to pick Today, Last 24 hours, Last 7 days, Last 30 days or This Month. Every figure and chart updates to the chosen window.

Headline metrics

The top row of cards summarises the period:

A second row adds Pickup Rate, Valuable Calls Rate, Lead Rate and the number of Valuable Calls.

Charts

• Calls Over Time — an area chart of call volume across the period.
• Call Duration Distribution — how calls split across length buckets (under 21s, 21s–2m, 2–5m, over 5m).

Lead quality & dispositions

• Lead Quality Distribution — bars for Hot, Warm, Cold leads and Follow-ups required, each as a share of total leads.
• Call Dispositions — counts for Not Interested, Disqualified, No Email and Do Not Call, plus a Total Dispositions figure. These tell you why calls didn't convert.

Recent activity

Two panels list your most recent Leads (with their priority) and most recent Appointments (with their status), so you can jump from the report into the detail.

Exporting a PDF

Click Export PDF to generate a branded report for the selected period. It includes the summary metrics, lead-quality breakdown and dispositions, and downloads as a dated PDF — ideal for sharing with stakeholders or keeping a record.

---

Logging emails to a lead

The Send Email action on a lead opens a dialog to record an email you've sent. You:

1. Pick an email type — Initial Outreach, Follow-Up, Appointment Confirmation, Information Request, Quote/Proposal, Thank You or Other.
2. Add a short description (up to 500 characters) of what the email covers.
3. Click Log Email.

This records the email in the lead's activity timeline, bumps the contact-attempt count and updates the last-contacted date. (Automatic email sending with templates is being added; for now this dialog logs the activity so your team has a complete contact history. A lead must have an email address on file to use it.)

---

Contacts

The CRM doesn't have a separate "contacts" address book — in Sysevo, your leads are your contacts. Each lead record holds the person's full contact details (name, email, phone, mobile and address), all editable inline on the Lead Detail page, and a complete history of every call, note, email, callback and meeting. To find a contact, use the search on the Leads page; to edit their details, open the lead and edit the Contact information card.

The Contact item some portals show in the sidebar is a support contact page (for reaching the Sysevo team, e.g. via WhatsApp) — it is not part of the CRM contact data.

---

Setup / Delivery Tracker

While your account is still being set up, you may see a Tracker page instead of the full portal. This is a friendly "waiting room" that shows:

• Your delivery status through onboarding, your estimated go-live date and your assigned specialist
• A KYC / verification card if your account requires identity checks before going live
• Help links to reach support

Once your setup is complete and any verification is approved, you're taken straight to your dashboard and the full CRM. The Tracker is part of onboarding rather than day-to-day CRM use, but it's where you'll begin.

---

Common workflows

1. Work today's new leads

1. Open Leads and stay on the All tab.
2. Sort your attention by the Hot metric and the priority filter — work Hot first.
3. Open a lead, read the AI call summary, then Schedule Callback or Book Appointment.
4. Update the status as you go (Contacted → Qualified).

2. Clear your callbacks

1. Open Leads and switch to the Callbacks tab (or check the Calendar).
2. Each lead shows its callback time. Make the call.
3. Log the outcome from the lead's Activity tab (call / voicemail / contacted) and move the status forward.

3. Book and run a meeting

1. From a qualified lead, click Book Appointment.
2. Pick date, time and duration; assign a Closer.
3. The meeting lands on the Calendar and the lead becomes Appointment Scheduled; an invite is emailed if there's an address.

4. Move deals on the board

1. Open Pipeline.
2. Drag leads rightward as they progress.
3. On Closed Won, enter the deal value and today's payment; on Closed Lost, give a reason. Both are logged for your reports.

5. Report to stakeholders

1. Open Reports, choose the period (e.g. Last 30 days).
2. Review calls, leads, appointments, lead quality and dispositions.
3. Click Export PDF and share.

---

Tips

• Let automation do the heavy lifting. Leads, call summaries, detected appointments and dispositions are created for you — your job is to triage and follow up.
• Use stars for your personal shortlist, independent of status or priority.
• Filters live in the URL, so you can bookmark "Hot + New" and share filtered views with teammates.
• Keep statuses honest. They drive the pipeline, the Qualified metric and your reports — accurate stages mean accurate forecasts.
• Always give a discard reason. It keeps your disposition reporting trustworthy.
• Assign a Closer when booking so the right person is notified and accountable for the meeting.
• Re-analyse a lead if its summary looks empty or out of date — it re-reads the transcript and refreshes the intelligence. </content>

</invoke>

---

What the CRM does automatically

The Client CRM is built into the platform — every feature works on day one with no integration setup. The point is that calls turn into structured CRM activity by themselves:

• A contact is created or updated the moment a call ends — new phone numbers become new profiles automatically; known numbers match to existing contacts.
• An AI summary (3–5 key points in plain English) is extracted from the transcript and stored within ~2 seconds.
• The lead is scored 1–10 from conversation signals and behaviour, and the score updates after every call.
• The pipeline stage advances based on the call outcome, and a follow-up / next-action date is set before the caller even disconnects — overdue leads then surface automatically on your dashboard.

Lead scoring & tagging

• AI lead score (1–10): computed from what was said and how the caller behaved; visible on every contact and used to prioritise follow-up.
• Colour-coded tags: apply manually or in bulk from the contact list for instant visual segmentation; tags are searchable.
• Auto-tagging: tags are also applied automatically based on call outcomes and conversation signals.
• Segmentation: filter by any field — industry, stage, last contact, lead score — to drive targeted actions.

Built-in automations (no external tool required)

The CRM ships with automations that run without Zapier or Make:

• Save transcript, score the call, update the lead score, and advance the stage on call end.
• Send an SMS + calendar invite when a booking is created or changed.
• Trigger a recall campaign after 7 days of contact inactivity.
• Queue a contract template when a lead reaches the Offer stage.
• Place an outbound renewal call 30 days before a renewal date.
• Flag a contact when a payment link is opened.
• Block and log a call if the number is on the DNC list.
• Move the stage to Won and update revenue when a contract is signed.

Finance & deal documents

The CRM also handles the money side of a deal:

• Digital contracts — create, send, track acceptance, and store signed copies against the contact; templates for common agreements.
• Payment links — generate and send during or after a call; track opens, payments, and expiry from the dashboard.
• Invoicing — professional invoices for retainers, project fees, or one-off work, linked to clients and marked paid/unpaid.
• Deals pipeline — custom stages from offer acceptance through completion, with value and close date; real-time revenue reporting filterable by period, agent, or product type.

Reporting — 40+ metrics

The CRM tracks 40+ metrics across six categories (Calls, Leads, Revenue, Team, Campaigns, Contacts), all real-time, all exportable to CSV or schedulable to your inbox. See Analytics for the full catalogue.

Team, roles & audit

• Unlimited CRM seats — there's no per-seat CRM charge; add as many users as you need.
• Role-based permissions — admins, managers, and agents see only the data relevant to them.
• Team inbox — a shared view of flagged contacts anyone can pick up and action.
• Agent scorecards & manager dashboard — per-agent metrics plus a live view of calls, queue depth, and team conversion.
• Immutable audit log — every change to a contact, stage, or record is logged: who did it, what changed, and when.

Compliance & data ownership

• GDPR aligned, with deletion on request (verbal or API-triggered).
• DNC compliance — the do-not-call list is checked before every outbound call; violations are blocked, logged, and flagged.
• Export everything, any time — contacts, call history, transcripts, analytics, contracts. No data lock-in.

Integrations

• Live now: Google Calendar, Outlook, Slack, Make, Zapier, Google Sheets, Webhooks, n8n, Twilio, GoHighLevel.
• Coming soon: HubSpot, Salesforce, Zoho CRM, ActiveCampaign, Pipedrive.
• REST API: full CRUD access to contacts, calls, and campaigns, with webhooks for real-time events and programmatic call triggering.