CRM & Sales
CRM Overview
What Is the Voxys Connect CRM? Voxys Connect includes a built-in CRM (Customer Relationship Management) system that brings contacts, companies, leads, and deals together in one place — directly alongside your conversations. You do not need an external CRM tool. Everything your sales and support teams need is inside Voxys Connect. CRM Modules | Module | What it tracks | |---|---| | Contacts | Individual people: phone, email, custom attributes, conversation history | | Companies | Organisations: linked contacts, deals, custom attributes | | Leads | Potential customers moving through a qualification pipeline | | Pipeline (Kanban) | Visual board tracking deals and leads across stages | How It Connects to Conversations Every inbound WhatsApp, email, or chat conversation is linked to a contact automatically. From the conversation panel you can: - View the contact's CRM profile - See which company they belong to - Check open leads and pipeline stage - Add notes visible to the whole team Custom Attributes You can extend contacts and companies with custom fields specific to your business — for example, "Industry", "Contract Value", or "Renewal Date". Go to Settings → Custom Attributes to create these fields. Getting Started 1. Import your existing contacts via CSV (Contacts → Import). 2. Create or link companies to contacts. 3. Set up your pipeline stages (Settings → Pipeline). 4. Start converting conversations into leads.
Managing Contacts
Viewing Contacts Go to Contacts in the sidebar to see all contacts in your account. Use the search bar to find by name, email, or phone number. Creating a Contact 1. Click New Contact. 2. Fill in name, phone number, and email. 3. Optionally assign to a company, add labels, and fill in any custom attributes. 4. Click Save. Phone numbers must be in international format: +971501234567. Importing Contacts from CSV 1. Click Import at the top of the Contacts page. 2. Download the sample CSV to see required columns. 3. Prepare your file with at minimum name and phone_number columns. 4. Upload the file. Duplicate phone numbers are skipped automatically. Contact Profile Click any contact to open their profile: - Info — Name, email, phone, company, location, custom attributes. - Conversations — All past and active conversations across all channels. - Notes — Internal notes visible only to your team. - Previous Conversations — Quick list of recent threads. Merging Duplicate Contacts If the same customer messaged from two different numbers, you may have two contact records. Use the Merge button on the contact profile to combine them. All conversations, notes, and attributes transfer to the kept record. Filtering and Segments Use Filters on the Contacts page to find contacts matching specific criteria (e.g. all contacts in Dubai with the label "VIP"). Save the filter as a Segment for quick access later. Exporting Contacts Click Export to download all contacts as a CSV file. Useful for backup, external analysis, or importing into other tools. Labels Assign labels to contacts for categorisation (e.g. "Hot Lead", "Churned", "Premium"). Labels appear in the contact list and can be used as filter criteria.
Managing Companies
What Are Companies? Companies represent the organisations your contacts belong to. Linking contacts to companies lets you see the full relationship — all people at a company, their conversations, and any deals in progress. Creating a Company 1. Go to Contacts → Companies (or the Companies menu item in the sidebar). 2. Click New Company. 3. Enter the company name, website, industry, description, and any custom attributes. 4. Click Save. Linking Contacts to a Company Open a contact profile and find the Company field. Search for the company and select it. A contact can belong to only one company. Alternatively, open the company record and click Add Contact to link existing contacts in bulk. Company Profile The company profile shows: - Details — Name, website, industry, description, custom attributes. - Contacts — All people linked to this company. - Conversations — All conversations involving any linked contact. - Notes — Internal notes about the company. - Leads / Pipeline — Active deals associated with this company. Custom Attributes for Companies Go to Settings → Custom Attributes → Companies to add fields like "Annual Revenue", "Contract Start Date", or "Account Manager". Filtering and Searching On the Companies list page, use the search bar and filters to find companies by name, industry, or custom attribute values. Importing Companies Companies can be imported via CSV from the Import button on the Companies page. Required column: name. Optional: website, description, industry.
Lead Management
What Is a Lead? A lead is a potential customer who has shown interest but has not yet converted. Voxys Connect tracks leads separately from general contacts, with a scoring system and pipeline integration so your sales team can prioritise effectively. Creating a Lead From a Conversation: 1. Open the conversation. 2. In the right-hand CRM panel, click Create Lead. 3. Enter a title, estimated value, and assign to a team member. 4. Select a pipeline stage. 5. Click Save. From the Leads section: 1. Go to Leads in the sidebar. 2. Click New Lead. 3. Link to an existing contact or create a new one. 4. Fill in lead details. Lead Fields | Field | Description | |---|---| | Title | Short description of the opportunity | | Contact | The person associated with this lead | | Company | The organisation (optional) | | Assignee | Team member responsible | | Stage | Current pipeline stage | | Value | Estimated deal value | | Due Date | Target close date | | Labels | Categorisation tags | Lead Scoring Leads receive an automatic score based on engagement signals — recent conversations, response time, and custom attribute completeness. Higher scores indicate hotter leads. Use the score to prioritise follow-up actions. Converting a Lead When a lead is won, mark it as Won in the pipeline. The lead remains in the system for reporting. You can also mark leads as Lost with a reason, which helps improve future lead qualification. Lead Reports View lead performance metrics in Reports → CRM including conversion rates by stage, average deal value, and team performance.