# CRM with AI calling: a CRM your voice agent fills in > How a CRM with AI calling works in Vaakyo. The voice agent saves contacts, custom fields and lead stages during the call, every call is saved on the… Source: https://vaakyo.com/blog/crm-with-ai-calling [← Blog](https://vaakyo.com/blog) # A CRM your phone calls fill in: contacts, fields and lead stages written by your voice agent Vaakyo's built-in CRM keeps your contacts, your own fields and your lead stages, and the voice agent fills them in while it talks. Every call lands on the caller's contact, along with the details it picked up. The Vaakyo team 27 October 2026 7 min read - CRM - Playbooks Ask a business that runs on phone calls where its customer details live and you'll usually hear "everywhere": a register at the counter, a WhatsApp chat, a spreadsheet someone updates on Fridays, and the memory of whoever picked up. Customers still want to talk. In the _State of Business Calling 2026_ study by Truecaller and Tata Tele Business Services (research by Kantar), 76% of consumers said they still prefer a voice call to email, SMS or chat when they deal with a business ([Business Today](https://www.businesstoday.in/technology/news/story/79-of-indians-avoid-unknown-business-calls-creating-new-challenge-for-brands-report-541499-2026-07-08) ). So the calls happen. What usually goes missing is the record of them. Vaakyo's CRM fixes that by letting the agent that takes the call write the record. ## What the CRM keeps The **CRM** page in the console holds four kinds of records: - **Contacts** : name, phone, email, lead stage, tags, notes and your own fields. - **Catalog** : the products and services you sell, with price, stock and choices such as size or flavour. - **Bookings** : appointments on your calendars (a doctor, a stylist, a room, a branch). - **Orders** : what a customer ordered, with an order number and a status. None of it is built for one industry. You add your own fields to each kind of record under **Settings › Custom fields** . A clinic adds "symptoms" and "date of birth", a shop adds "gift wrap", and a coaching institute adds "class" and "exam year". A field can be text, a number, yes or no, a date, one or several options from a list, a phone number or an email. Its description tells the agent what to ask. The lead stages are yours as well. The defaults are new, interested, qualified, won and lost. You can rename them, reorder them or add your own, and new contacts start at the first one. ## What the agent writes during the call When you switch on **Use the CRM in calls** for an agent, it looks up each caller by their phone number. If the caller is already a contact, the agent starts the call knowing their name, their stage, the fields you've saved, their upcoming bookings and their last few orders. It doesn't ask again for what you already know, and it never asks for the number they're calling from. As the caller talks, the agent saves what they say with its **save contact** tool: their name and email, your fields, the lead stage and a one-line note. The tool is built from your fields at the start of every call, so a field you add in the console gets asked about from the next call on, with nothing else to change. A field with a list of options only accepts those options, and the stage is always one of your own. Say you run Woodline Kitchens, a modular kitchen showroom in Lucknow. A new number calls: > **Agent:** Namaste, Woodline Kitchens. Main Riya bol rahi hoon, bataiye kaise madad karun? > > **Caller:** Haan ji, modular kitchen ke baare mein poochna tha. Gomti Nagar mein naya flat liya hai. > > **Agent:** Badhai ho! Kitchen L-shape mein chahiye ya straight? > > **Caller:** L-shape. Possession next month mil jayega. > > **Agent:** Theek hai. Aapka naam bata dijiye? > > **Caller:** Neha Srivastava. By the end of that exchange the agent has saved the name Neha Srivastava, `area: Gomti Nagar`, `layout: L-shape` and `possession: next month`, and set her stage to interested. She shows up in **Contacts** under the number she called from (+91 98XXX XX214). ## What happens after the call **Save each call on the caller's contact** is on by default. With it on, every call is added to the caller's contact when it ends, even if the agent saved nothing during the call. The contact page lists the calls to and from that number next to the contact's bookings and orders, with each call's summary if the agent writes one (you turn summaries on in the Analytics tab). If the agent has **analytics fields** (Analytics tab), any value whose key matches one of your contact fields is copied onto the contact. For example, if you extract `area` and `layout` from every call and add contact fields with the same keys, every caller's contact fills itself in, including on calls where the agent didn't save anything mid-call. A value that doesn't fit the field's type, such as words where you asked for a number, is skipped rather than guessed. A contact with no name or email yet gets them from extracted `name` and `email` values. ## One lead, three calls Here is how Neha's contact changes over one week. 1. **Monday: the enquiry.** She calls the showroom number. The agent saves her name, area, layout and possession date and sets her stage to interested. Her contact shows one call with its summary. 2. **Wednesday: a visit is booked.** She calls again. The agent greets her by name, already knows she wants an L-shape kitchen, checks the showroom calendar and books a visit for Saturday at 11 AM. Her stage moves to qualified, and the visit shows on her contact and under **Bookings** . 3. **Friday: a change of plan.** "Saturday nahi ho payega, Monday shaam ko ho sakta hai?" The agent finds her booking, checks Monday's free times and moves the visit, as long as you've allowed it to move bookings. Her Saturday slot opens up for someone else. Your sales team opens one page and sees the whole story, and nobody typed any of it in. When should a stage change? Say it in the agent's prompt, in plain words: "interested once they've told us their area and layout; qualified once a showroom visit is booked". The agent can only pick from your stages, and your prompt tells it when to move. ## The CRM and caller memory are different things **Caller memory** is the agent's own short notes about each caller ("prefers Hindi", "asked about the warranty"), read at the start of the next call so it sounds like it remembers them. The CRM is the record your team works from: your fields, your stages, and bookings and orders backed by real calendars and stock. The two work well together. ## Send changes to your other systems Every change the agent makes is a `crm.updated` event on the call's timeline, saying what changed (a contact updated, a booking made, moved or cancelled, an order placed) and giving its id. A webhook endpoint subscribed to `crm.updated` hears about each change as it happens. One subscribed to `call.completed` gets the whole call once it ends, with the transcript, the summary and the extracted values. That's how the CRM's work reaches your ERP, a sheet or a team alert, through an endpoint you run. [Reliable webhooks](https://vaakyo.com/blog/reliable-call-webhooks) explains how to receive them safely. ## Set it up in Vaakyo The Vaakyo team switches the CRM on for each workspace. If the **CRM** page in the console says it isn't on yet, contact us and we'll turn it on. 1. Open **CRM › Settings** . Set your lead stages and add your contact fields, each with a short description of what to ask. 2. On the agent's **Tools** tab, switch on **Use the CRM in calls** and tick what it may do: save contacts, search the catalog, check free times and book, read the caller's bookings and orders, and take orders. Moving and cancelling bookings stay off until you tick them. 3. Leave **Save each call on the caller's contact** on. 4. On the **Analytics** tab, add extraction fields whose keys match your contact fields. 5. Call the agent's number from your phone and watch your contact appear in **CRM › Contacts** . In a browser test call the agent asks for a phone number before it saves anything. ## Try it Start at [vaakyo.com](https://vaakyo.com/) : build an agent, ask us to switch on the CRM, and your next call will fill in its first contact. [Read next Vaakyo x Cartesia: how our agents hear and speak](https://vaakyo.com/blog/vaakyo-x-cartesia) ## Get started **today** ### Talk to an expert Tell us about your calls. We'll help you plan the agent, the numbers and the rollout for your team. [Contact sales](https://vaakyo.com/contact#sales) ### Start building Build an agent and talk to it in your browser in minutes. New workspaces start with ₹100 of free credits. [Start free](https://console.vaakyo.com/signup) --- More for agents: https://vaakyo.com/llms.txt · Docs: https://docs.vaakyo.com · Sitemap: https://vaakyo.com/sitemap-index.xml