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CRM

HANC ships a built-in CRM tied directly to your voice agents. Every call, SMS, and form submission flows into the same place: a contact appears, a deal moves through its pipeline, a reminder is created. Use it as a stand-alone CRM, or mirror your existing HubSpot pipelines into it.

All Plans

The CRM is available on every plan, including Free. HubSpot mirroring follows the same all-plans rule.

What the CRM Covers​

Switch the top bar from Agents to CRM — the switch carries an unread badge — and the sidebar shows the CRM menu:

MenuSections
TopContacts, Pipeline (deals)
InboxInbox, Activity, Reminders, Suggestions
MessagesSMS, Communications
PlanningCalendar, Tasks, Reports
SettingsGeneral, Lead scoring, Pipelines
SectionPurpose
ContactsEvery person who has talked to your agents, with tags, quick filters, memory, saved views, import and export
PipelineDeals moving through color-coded stages — Kanban or Table
InboxWhat needs your attention right now
Activity, Reminders, SuggestionsEvery touch, due follow-ups, AI-suggested next steps
SMS, CommunicationsTwo-way SMS threads; the log of every email, SMS, WhatsApp and call per contact
CalendarBooked appointments from voice and web flows
TasksYour to-dos on a board
ReportsKPIs, forecast, funnel, deal velocity, scoring, agent performance
SettingsGeneral preferences, lead-scoring rules, pipelines
Command palette

Press ⌘K (or Ctrl+K) anywhere — on desktop or mobile — to jump straight to any section, agent, contact, or deal, and to run quick actions like create agent or import contacts without hunting through menus.

Outbound calling is in the main sidebar: Campaigns, in the Calls group — see Campaigns.

Inbox​

Inbox is a screen of its own: Needs attention — unread SMS, missed calls, failed messages and overdue tasks. When nothing is left, it says "Inbox zero. Nothing needs your attention right now."

The other three items of the Inbox group are separate menu entries:

SectionWhat it shows
ActivityEvery touch, newest first — calls, SMS/email sent, stage moves, bookings, contacts created, notes, and tasks
RemindersDue-dated follow-up tasks you can act on or snooze to a later time
SuggestionsAI-suggested follow-ups based on recent conversations

The CRM switch carries an unread badge so you notice new items without opening the CRM. The Suggestions badge clears once you've viewed the tab.

Each reminder card shows the contact's phone and email inline and clicks straight through to that contact, so you can dial or read the history without a detour.

Contacts​

The Contacts list shows every caller, web-widget visitor, and form submitter your agents have ever talked to — unified by phone or email.

Quick filters, memory and export​

  • Quick filters above the list: Hot leads, Has memory, Active this week.
  • The Memory column shows whether the agent remembers something about the contact. Open the contact → Memory tab to read what the agent remembered across calls — a summary and structured data you can correct and translate.
  • Export CSV downloads the list as it is filtered.
  • A contact also has a Tasks tab with its to-dos.

Organizing with tags and saved views​

  • Tags — apply freeform tags to any contact, then filter the list by tag to slice your book of business however you like (e.g. vip, no-show, spanish).
  • Saved views — once you've filtered the list the way you want, save it as a view and reopen the exact same filtered list in one click later.
  • Bulk tagging — select multiple contacts and add or remove tags across all of them at once.

Inline notes​

Edit a contact's note inline — no separate dialog. Notes live on the contact and surface in the activity trail.

The Calls tab​

Open any contact and switch to the Calls tab to see that contact's full call history in one place — every inbound and outbound call, with the usual click-through to transcript, recording, and sentiment.

Importing contacts (CSV)​

Bring in an existing list with the guided import flow:

  1. Upload your CSV.
  2. Map columns — match your spreadsheet headers to contact fields.
  3. Preview the parsed rows before anything is written.
  4. Summary — confirm how many contacts were created, updated, or skipped.

Duplicate detection & merge​

HANC flags likely duplicate contacts (same phone or email arriving from different sources). A guided merge walkthrough lets you combine them into a single record without losing call history, notes, or tags.

Where contacts come from​

Contacts are also upserted automatically as your agents work:

  • Inbound phone call — the carrier-verified phone number creates or matches a contact.
  • Outbound phone call — the dialled number creates or matches a contact.
  • Widget call — only the email or phone the user explicitly typed into the widget form is used. The widget cannot overwrite an existing verified contact.
  • In-call form submission (collect_user_data tool) — fields the agent collects merge into the contact's collected_data.

Verified vs unverified​

SourceVerified?Can overwrite?
Phone (SIP) — incoming/outgoing carrier-routed callYesYes — last write wins
Web (widget) — user typed it into the formNoNo — only inserts brand-new contacts; never edits an existing one

This protects you from a malicious widget caller hijacking another contact by typing someone else's phone or email.

Creating a contact manually​

Click + New Contact in the Contacts list. The default phone placeholder is +43... (Austria) — change to your country code as needed.

Deals​

Deals are opportunities moving through a pipeline. HANC has two kinds of deal sources:

Local deals​

Created inside HANC. Stored locally with stages you define. Use these when you don't have an external CRM, or when you want stages specific to voice flows (e.g., "Call answered", "Demo scheduled", "Quote sent").

HubSpot-mirrored deals​

If you've connected HubSpot CRM, your HubSpot pipelines mirror into HANC. You see HubSpot deal stages alongside your call data without leaving HANC.

Working the deal list​

  • Two views: Kanban and Table.
  • Quick filters: Rotting, Closing soon, Stale, High value.
  • Color-coded stages make it easy to see, at a glance, where every deal sits.
  • Stale flags highlight deals where nothing has moved for too long, so they don't quietly slip.
  • Bulk move-to-stage — select several deals and advance them together.
  • Saved views — save a filtered slice of deals and reopen it in one click, just like Contacts.
  • Honest totals — the list uses keyset pagination, so counts and totals reflect all matching deals rather than silently stopping at the first page.

Progression plans​

Each deal can carry a progression plan — the concrete next steps to move it forward — so anyone (or any agent) picking up the deal knows what comes next.

Stage updates from voice​

An agent can move a deal between stages mid-call using the Update Deal Stage capability. This requires the call's phone to be carrier-verified — widget callers can't shift other people's deals — and it's gated by the pipeline's AI toggle (see below).

Pipelines​

Define the stages a deal travels through. Each pipeline has:

  • A name and an ordered list of color-coded stages
  • A target deal value (used by reports)
  • An AI Toggle — when off, the AI is read-only on this pipeline; when on, the agent may move deals through stages and auto-advance a deal to Qualified when it detects buying intent
  • HubSpot-mirrored pipelines show their HubSpot stage list — read-only inside HANC

You can also set a default pipeline so new deals land in the right place without extra clicks.

The per-pipeline AI toggle lets you, for example, allow agents to update the Sales pipeline but not the Customer Success pipeline.

Scoring​

Lead scoring rules let HANC rank contacts/deals by configurable criteria — answer rate, sentiment, deal value, last-contact recency, custom tags. The Reports section visualises scoring distribution so you can see at a glance where leads cluster.

Configure rules under CRM → Settings → Lead scoring.

Calendar​

Every appointment booked through Google Calendar / Outlook Calendar tools shows up here. It's a thin layer over your real calendar — cancellations stay in sync, and the contact link points back to the customer who booked.

Tasks​

Planning → Tasks is a board of your to-dos in three columns — To do, In progress, Done. New task asks for a title, a description and a due date. Tasks also appear on the contact's and the deal's Tasks tab, and overdue tasks show up in Inbox.

Communications, SMS, Call Logs​

Three views into the same conversation history:

  • Communications — flat threaded log of every interaction with a contact, regardless of channel.
  • SMS — chat-style view of just the SMS threads.
  • Call Logs — full call detail: transcript, recording, sentiment, summary, custom analysis fields, action execution audit.

Reports​

Open CRM → Reports for the full reporting suite. At the top, KPI cards: Calls made, Answered, Avg sentiment, Hot leads, Overdue tasks. Below:

  • Forecast — projected pipeline value based on your deals and stages.
  • Conversion funnel — how contacts and deals convert from stage to stage.
  • Deal velocity — per-stage dwell time plus your average won-deal cycle, so you can see where deals slow down.
  • Scoring distribution — histogram of contact / deal scores so you see where your funnel concentrates.
  • Agent performance — calls handled, answered, sentiment and scoring averages per agent; Export CSV downloads the table.

Settings​

Setting pagePurpose
GeneralDefault deal target, default outbound agent, default pipeline, etc.
Lead scoringLead-scoring rule configuration
PipelinesPipelines, stages, per-pipeline AI toggle

HubSpot Integration​

Once your HubSpot workspace is connected (see Integrations → HubSpot CRM for the one-time connection wizard), HANC's built-in CRM mirrors your HubSpot pipelines so calls and HubSpot context live side-by-side.

What gets mirrored​

  • Pipelines and their stage order — after the first sync, every selected HubSpot pipeline shows up in CRM → Settings → Pipelines. Stage names, stage order, and probabilities match HubSpot exactly. Mirrored pipelines are read-only inside HANC — to add or rename a stage, edit it in HubSpot and the change syncs back.
  • Deals — open deals appear in the Deals list next to your local HANC deals. Each card shows the HubSpot owner, value, expected close date, and a deep link back to the HubSpot record.
  • Contacts — HubSpot contacts matched by phone or email merge with the corresponding HANC contact record, so the call log, transcripts, and HubSpot properties are visible together.

Per-pipeline AI hand-off toggle​

For every mirrored pipeline you decide whether the AI is allowed to act on it:

  • Off (default for new pipelines) — agents can read deal data on this pipeline (stage, value, contact context) but cannot move deals between stages.
  • On — agents can update deal stages live in the call. You can also scope the toggle so the AI only acts on specific stages — for example, "only on New Lead and Qualified" — and leaves later stages to your sales team.

This is how you let a qualifier agent advance new inbound calls into "Qualified" automatically while keeping the closing stages purely manual.

Stage transitions sync back​

When an agent (or a HANC user) moves a deal between stages, the change pushes to HubSpot in near-real-time. The reverse is also true: edits made directly in HubSpot show up in HANC within seconds. There is no separate "publish" step.

If a push to HubSpot fails (API rate limit, deleted stage, revoked token), the deal stays in its previous state in HANC and the failure is logged in the deal's activity timeline — no silent drops.

Disconnecting​

Disconnecting HubSpot from the Integrations page stops sync immediately. Mirrored pipelines stay visible in HANC as a read-only snapshot of the last known state, and any agent Update Deal Stage action targeting a HubSpot pipeline becomes a no-op until reconnected.