Contacts, leads & bookings

• Lead detection — when a customer shows buying intent (price, quote, booking), the conversation is auto-flagged as a lead.
• The “Leads” tab — see, edit and track the status of every lead.
• Lead email — you get an email notification when a new lead appears.
• Escalation to a human — on keywords (“I want to talk to a person”) or after a number of AI replies, the conversation is handed to your team + an alert email.

You can take over any conversation manually from the dashboard. Leads can also be pushed to your CRM (e.g. ClickUp) if connected.

Contacts appear on their own after the first conversation. You can also add them manually, one by one (“Add contact”) or in bulk from a CSV file (“Add contact” → “Import contacts”).

1. 1Prepare the CSV with a header on the first line. Auto-recognized columns (Romanian or English): name, phone, email, tags, note. You can download a sample file right from the import dialog.
2. 2Each row is identified by phone (with country code — RO “07xx” becomes +40 automatically) or, if missing, by email. Rows without a valid identifier are reported as errors.
3. 3Choose what happens to duplicates: “Skip” (left untouched) or “Update” (overwrites name, tags and note from the file).
4. 4Optional: add tags to the whole batch (plus the automatic “import_date_time” tag so you can find this batch later) and tick “AI off” if you don’t want the bot to auto-reply to these contacts.
5. 5Hit “Import” — you instantly see how many were created, updated, skipped, and which rows had errors.

• Imported contact + live conversation — when the person messages your bot from the same number/email, the contact links to the conversation automatically (name, tags and notes are kept).
• CSV export — from the “⋯” menu → “Export to CSV”: pick exactly which columns you want (mapping); the selection is remembered. The exported file can be re-imported directly.
• Multi-select — the “Select” button adds checkboxes to every contact: turn AI off/on, export or delete in bulk.
• “AI off for this contact” — the bot stops auto-replying to that person on every channel; their messages still land in the inbox.
• Deleting a contact is permanent: it removes conversations on all channels, CRM data and customer memory.

1. 1Connect a calendar (Google or Outlook) on the agent.
2. 2Set working hours and the standard appointment duration.
3. 3The bot reads availability (free/busy) and proposes slots to customers.
4. 4When the customer confirms, the booking is created automatically in the calendar.

Bookings also show in the WhatsApp dashboard, in the “Bookings” tab, so you have them all in one place.