CRM updates after a call
What the assistant writes to the contact record, custom fields, tags, opportunity and tasks when a call ends.
3 min read
The assistant's work doesn't stop when it hangs up. Everything from the call lands in your CRM within seconds: who called, what they want, which listing they liked, what happens next. Your agent doesn't take notes on paper or listen to the recording; they open the record and carry on.
What gets written
- Contact record. For a new caller a record is created (name, phone, source: "Inbound call · AI"). For a known caller it's added to the existing record; no duplicate is created.
- Custom fields. Enquiry type, area, property type, rooms, budget, timing, financing, listing of interest. See Qualifying callers.
- Call note / summary. A few sentences summarising the call are added to the contact's notes.
- Tags. Such as
buyer,seller,tenant,landlord,hot-lead,appointment,after-hours. - Task. For hot leads and appointments, a task is created for the right agent: "Call Ahmet before the viewing".
The recording and transcript also appear in Conversations. See Call logs and summaries.
Example
10:37pm, a buyer looking for a 3+1 in Kadıköy:
Elif: Atlas Emlak, this is Elif, the office assistant. How can I help?
Ahmet Demir: I'm looking to buy a 3+1 in Kadıköy, budget between 13 and 15 million.
Elif: When are you hoping to move?
Ahmet Demir: Within three months. We'll use a mortgage, we're pre-approved.
Elif: Thank you. We have a 3+1 in a gated complex in Moda that fits your budget. Shall I tell you about it?
In the CRM after the call:
| Where | What was written |
|---|---|
| Custom fields | Buyer · Kadıköy / Moda · Flat · 3+1 · 13–15M ₺ · Within 3 months · Mortgage (pre-approved) |
| Note | "Liked Moda AT-1042, asked about covered parking. Link sent on WhatsApp. Sat 11:00 viewing, Selin Kaya." |
| Tags | buyer, hot-lead, appointment, after-hours |
| Opportunity | Buyers pipeline → Appointment booked |
| Task | Selin Kaya · "Call Ahmet before the viewing" · Friday |
| Calendar | Saturday 11:00 viewing |
Opportunity and pipeline stage
- Open Opportunities in the left menu.
- The opportunity the assistant created or moved shows in the stage that matches the outcome: Appointment booked if one was booked, Qualified for a hot lead, Lost if not interested.
If the contact already has an open opportunity, the assistant updates it rather than opening a new one. Pipelines and stages are set up for your office during onboarding, for example separate pipelines for buyers, sellers/valuations and lettings. See Buyer pipeline and Seller and valuation pipeline.
Where this mapping is defined
The Post-Call section of the assistant's settings shows what happens after a call: saving the summary to contact notes, notifying the agent, updating fields and tags, and starting automations based on the outcome.
Our team sets up this mapping during onboarding, and it works together with your pipeline, custom fields and automations. A change here can affect your reports and follow-up messages, so ask your consultant to make it.
Follow-up automations
The outcome and tags trigger follow-up automations. For example, the hot-lead tag notifies the agent, a "Not reached" outcome sends a WhatsApp message a few hours later, and an "Information request" sends a brochure message. See Follow-up by call outcome.
Tip
Ask your agents to check the Tasks list first thing in the morning. Tasks the assistant created overnight are waiting there.
Common issues
Two records were created for the same person. If the caller rang from a different number, the system treats them as new. Merge the records: Duplicates and merging.
The task went to the wrong agent. The routing rule (area, listing owner, round robin) isn't what you expected. Ask your consultant.
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