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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 task is created. You can 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. Outbound campaigns and HubSpot mirroring follow the same all-plans rule.

What the CRM Covers​

SectionPurpose
InboxEvery inbound interaction (call, SMS, form) waiting on a response
ContactsUnified list of every person who has talked to your agents
DealsKanban board of opportunities — local pipelines or mirrored HubSpot
PipelinePipeline definitions and stage transitions
TasksFollow-ups assigned to teammates or to AI
CalendarBooked appointments from voice + web flows
CommunicationsThreaded log of emails, SMS, WhatsApp, calls per contact
SMSTwo-way SMS thread view
Call LogsFull transcripts, recordings, sentiment, custom analysis
ActivitiesHeatmap of who did what, when
ReportsAgent-performance and scoring distribution charts
CampaignsOutbound CRM-driven calling — see below
SettingsPipelines, scoring rules, general preferences

Contacts​

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

Where contacts come from​

Contacts are upserted automatically:

  • 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 table. The default phone placeholder is +43... (Austria) — change to your country code as needed.

Deals​

Deals are opportunities in 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.

Stage updates from voice​

The 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.

Pipelines​

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

  • A name and an ordered list of 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
  • HubSpot-mirrored pipelines show their HubSpot stage list — read-only inside HANC

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 → Scoring.

Tasks​

Tasks live on a kanban board (Todo / In progress / Done). They can be:

  • Assigned to a teammate for manual follow-up
  • Assigned to AI so an outbound agent will call back the contact at the right time

Tasks can be created from a contact, a deal, or stand-alone.

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.

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.

Outbound Campaigns​

CRM Campaigns are how you make outbound calls automatically — upload a contact list (or pull from your contacts table), pick an outbound agent, and HANC works through the list with retries, time windows, and concurrency limits.

See the dedicated Campaigns doc for the full configuration reference. The short version:

You configureDescription
AgentThe voice agent that handles each outbound call
Phone numberThe number the calls dial out from
Contact listEither CSV upload or a saved Contacts segment
ConcurrencyHow many calls run at once
RetriesHow many times to retry no-answer / busy contacts, and how long to wait between
Time windowAllowed hours and weekdays — calls never go out outside this window
ScheduleOptional future start time

Compliance approval​

Outbound campaigns are gated behind a compliance approval for new accounts. Until enabled, the Campaigns screen shows a feature showcase with a contact-support CTA — same pattern as SIP trunk connections. Once approved, the gating disappears and your campaign creator opens.

LLM variables in outbound​

If your agent prompt references {{variable_name}} placeholders (e.g. {{customer_name}}, {{appointment_date}}), include them as columns in your CSV. The agent gets them per-contact during the call.

Reports​

Two reports out of the box:

  • Agent Performance — calls handled, success rate, sentiment breakdown, scoring averages per agent
  • Scoring Distribution — histogram of contact / deal scores so you see where your funnel concentrates

Settings​

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