CRM Overview

Frontdesk AI includes a built-in CRM that automatically creates and updates customer records every time someone calls or texts your AI receptionist. You can find it in your dashboard under CRM (Customers).

How customer records are created

When a caller or texter interacts with your AI receptionist, Frontdesk automatically creates a contact record. Each record captures:

  • Phone number -- the caller's phone number (used as the unique identifier)
  • Name -- collected during the conversation if provided
  • Email -- collected during the conversation if provided
  • Lead source -- how the customer reached you (call, text, chatbot, etc.)
  • Custom fields -- any additional information your AI is configured to collect

If the same phone number calls or texts again, the existing record is updated rather than duplicated.

The CRM has two main tabs:

  • Contacts -- view and manage all your customer records
  • Fields & Schema -- manage the custom data fields your AI collects

Viewing your contacts

The CRM offers three ways to view your contacts:

  • Sheet -- a spreadsheet-style view with all fields displayed as columns (default view)
  • Board -- a kanban-style view that groups customers by a field you choose (such as lead source)
  • List -- a compact list view of your customers

Switch between views using the Board, List, and Sheet toggle buttons in the actions bar.

Searching for customers

Use the search bar at the top of the CRM to find customers by name, phone number, email, or any other field value. Results update as you type.

Sorting records

Use the SortBy dropdown in the actions bar to sort records by any field. Click the sort direction indicator to toggle between ascending (Asc) and descending (Desc) order.

Customer details

Click on any customer record to open their detail view. The detail panel includes:

  • Details -- editable customer information and custom field values
  • Call Logs & Intake Forms -- a history of all calls with this customer, including transcripts and any intake forms completed
  • Text Logs -- a history of all text message conversations
  • Chatbot Logs -- a history of chatbot conversations with this customer

Saved views

You can create filtered views of your contacts and save them for quick access. Saved views appear as pill-shaped buttons in the Views bar beneath the tabs. Click All Customers to return to the unfiltered view, or click any saved view name to apply its filters.

To delete a saved view, click the X icon on the view pill and confirm in the dialog.

Custom Objects

If your business needs to track data beyond individual customers -- for example, properties, vehicles, or projects -- you can create Custom Objects. When this feature is available, an object type selector appears above the CRM tabs. Use it to switch between your default Customers view and any custom object types you have created.

To create a new custom object type, open the selector and choose Create Custom Object. Each custom object type has its own schema and records, managed separately from your customer list.

Going further

The CRM also supports stage-based deal tracking with Pipelines, two-way syncing with external CRMs through CRM Connections, and programmatic access to your customer data via the CRM API.

What's next