What capture does
When an agent captures somebody, two things happen. A person is created in Phony, holding the conversation and what was learned. And a contact and an activity are sent to CRM, so the enquiry appears in the pipeline the sales team actually works.
The hand-off is idempotent on the conversation, so a retry cannot produce two contacts for one call. Where a recording exists it is passed as a link rather than as audio.
People
31 captured in the last 7 days
| Person | First seen | Channel | Qualified | In CRM |
|---|---|---|---|---|
| Rachel Nkemdirim | Today 14:40 | Chat | Yes | Northwind |
| +44 7700 900412 | Today 14:22 | Call | Yes | Northwind |
| Ian Whitcombe | Yesterday | Chat | Yes | Northwind |
| [email protected] | 9 Mar | Chat | Partial | Fallback |
| +44 7700 900733 | 8 Mar | Call | No | — |
The two ways a lead appears to vanish
Leads are routed by a source identifier. If the identifier is missing or does not match anything in the routing table, the lead is created in the fallback workspace rather than being rejected — so it exists, it just is not where the sales team is looking. Check the fallback workspace before concluding a lead was lost. See CRM lead ingest.
A conversation only produces a person if the agent was granted the capture action and actually completed a capture. A conversation that ended before the agent got what it needed shows in Chats with nothing in People — which is correct behaviour and looks exactly like a broken integration. Read the transcript before assuming a fault.
A callback is queued and then re-checked for consent at dial time. If the check fails at that point — a suppression, a quiet-hours window that never opened — nothing dials, and the record shows the request rather than a call. It is the correct outcome, and it is worth knowing it is not a silent bug.
Checking the path works
- Open the chat on your own site and complete a qualifying conversation.
- Confirm the person appears in People.
- Confirm the contact appears in the CRM workspace you expected, not the fallback.
- Confirm the activity is attached to the contact with a link to the transcript.
- Do this again after any change to properties, agents or routing.
What this does not do
Nothing appends company or contact data from an outside provider.
A person exists because somebody identified themselves.
Capture pushes. Changes made in CRM do not flow back.
Matching is on identifiers, not fuzzy names.
Questions
Can a caller with no name become a person?
Yes — a phone number is an identifier.
What if somebody calls twice?
The same person, with both conversations.
Can we push to another CRM?
No. The integration is to the CRM in this suite.