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Integrated CRM

RespondeIA includes a built-in CRM that automatically captures and organizes every customer interaction. Every conversation, booking, and inquiry is saved to create comprehensive customer profiles without any manual data entry.

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Overview

The CRM system works silently in the background, capturing customer data from every WhatsApp interaction. Your team gets a complete view of each customer’s history, preferences, and behavior.

Automatic Capture

Every message automatically saved to customer profile

Complete History

Full conversation and interaction timeline

Zero Data Entry

No manual input required - fully automated

Smart Profiles

AI extracts insights from conversations
As stated in the Features component: “Registro centralizado de contactos con historial completo.” - Centralized contact registry with complete history.

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How It Works

The CRM automatically builds customer profiles from WhatsApp interactions.
1

First contact

When a customer messages you for the first time, RespondeIA creates a new contact profile automatically.Captured information:
  • WhatsApp phone number
  • Display name
  • First message timestamp
  • Initial inquiry context
2

Conversation tracking

Every message in the conversation is saved with full context:
interface Message {
  id: number;
  from: "bot" | "user";
  text?: string;
  time: string;
  ticks?: "blue" | "grey";
  // Additional metadata
  conversationId: string;
  contactId: string;
  intent: string;
}
3

Data extraction

The AI extracts structured data from conversations:
  • Services interested in
  • Appointment history
  • Pricing discussions
  • Common questions
  • Preferences mentioned
4

Profile enrichment

Over time, the profile becomes more detailed:
  • Interaction frequency
  • Preferred contact times
  • Booking patterns
  • Sentiment analysis
  • Lifetime value

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Contact Profile Structure

Each customer profile contains comprehensive information organized in sections.

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Basic Information

interface Contact {
  id: string;
  phoneNumber: string;
  displayName: string;
  firstName?: string;
  lastName?: string;
  email?: string;
  
  // Timestamps
  firstContact: Date;
  lastContact: Date;
  createdAt: Date;
  updatedAt: Date;
  
  // Status
  status: "active" | "inactive" | "blocked";
  tags: string[];
}

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Conversation History

Complete message timeline with context: 
interface ConversationHistory {
  conversations: Conversation[];
  totalMessages: number;
  averageResponseTime: number;
}

interface Conversation {
  id: string;
  startedAt: Date;
  endedAt?: Date;
  messages: Message[];
  resolution: "resolved" | "transferred" | "abandoned";
  satisfaction?: number; // 1-5 rating
  intent: string;
}

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Appointment History

Tracking of all bookings and appointments: 
interface AppointmentHistory {
  appointments: Appointment[];
  totalBooked: number;
  totalCompleted: number;
  totalCancelled: number;
  noShowRate: number;
}

interface Appointment {
  id: string;
  date: Date;
  time: string;
  service: string;
  duration: number;
  status: "confirmed" | "completed" | "cancelled" | "no-show";
  bookedAt: Date;
  confirmationSent: boolean;
}

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Interaction Analytics

AI-generated insights about the customer: 
interface CustomerInsights {
  preferredContactTime: string; // e.g., "evenings"
  averageConversationLength: number;
  responseRate: number; // % of messages they respond to
  bookingConversionRate: number;
  lifetimeValue: number;
  interests: string[];
  sentimentScore: number; // -1 to 1
  churnRisk: "low" | "medium" | "high";
}

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Automatic Data Capture

The CRM captures information without any manual work from your team.

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From Conversations

AI automatically extracts:
  • Names mentioned in conversation
  • Email addresses shared
  • Additional phone numbers
  • Location references
  • Company/organization names
  • Services inquired about
  • Price points discussed
  • Features of interest
  • Pain points mentioned
  • Competitor comparisons
  • Response time patterns
  • Preferred communication hours
  • Message frequency
  • Conversation length preferences
  • Channel preferences
  • Positive/negative sentiment
  • Satisfaction indicators
  • Complaint patterns
  • Praise and compliments
  • Frustration signals

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From Appointment System

Booking behavior is automatically tracked:
  • Booking frequency
  • Preferred days/times
  • Average advance booking time
  • Cancellation patterns
  • No-show history
  • Rescheduling behavior

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From Analytics Events

System events are logged to profiles:
  • Conversation starts/ends
  • Bot handoff events
  • Issue escalations
  • Resolution confirmations
  • Feedback submissions
All data capture happens automatically in real-time. No manual data entry or form filling required.

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Contact Management

Access and manage your contacts through the RespondeIA dashboard.

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Contact List View

View all contacts with key information:
  • Contact name and phone
  • Last interaction date
  • Total interactions
  • Status (active/inactive)
  • Tags and segments
  • Quick actions (view, message, edit)

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Search and Filter

Find contacts quickly:
  • Search: by name, phone, email, or message content
  • Filter by status: active, inactive, blocked
  • Filter by tags: custom segments and categories
  • Filter by dates: first contact, last contact
  • Filter by behavior: booked, no-show, high-value

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Bulk Actions

Manage multiple contacts at once:
  • Add tags to multiple contacts
  • Send broadcast messages
  • Export contact lists
  • Update contact status
  • Merge duplicate profiles
The dashboard routes are defined in the source code: /dashboard, /consultas, /soporte - providing quick access to contact management.

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Customer Segmentation

Organize contacts into meaningful groups for targeted communication.

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Automatic Segments

The CRM creates segments automatically:

New Customers

First contact within last 30 days

Active Customers

Interacted within last 7 days

At Risk

No interaction in 60+ days

High Value

Multiple bookings or high spend

Frequent Bookers

3+ appointments booked

Need Follow-up

Unresolved conversations

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Custom Tags

Create your own tags for flexible segmentation:
  • Service interests (e.g., “dental-cleaning”, “orthodontics”)
  • Customer type (e.g., “corporate”, “individual”)
  • Status (e.g., “lead”, “customer”, “vip”)
  • Preferences (e.g., “morning-appointments”, “flexible”)
  • Campaign source (e.g., “facebook-ad”, “referral”)

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Smart Lists

Create dynamic lists based on criteria: 
Example: "Customers who booked in last 30 days but haven't returned"
- Last appointment: 30-60 days ago
- Total appointments: 1
- Last contact: > 30 days ago

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Conversation Context

When viewing a contact, see complete conversation history for context.

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Timeline View

Chronological display of all interactions: 
┌─ March 8, 2026 ────────────────────────┐
│ 10:45 AM - Conversation started        │
│ 10:46 AM - Asked about appointment     │
│ 10:47 AM - Booked for tomorrow 15:00   │
│ 10:47 AM - Confirmation sent ✅         │
└────────────────────────────────────────┘

┌─ March 1, 2026 ────────────────────────┐
│ 3:20 PM - Conversation started         │
│ 3:21 PM - Asked about services         │
│ 3:22 PM - Transferred to agent         │
│ 3:35 PM - Resolved by María            │
└────────────────────────────────────────┘

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Message Threading

See full conversation threads with:
  • User messages (green bubbles)
  • Bot responses (white bubbles)
  • System events (grey labels)
  • Timestamps and read receipts
  • Agent transfers and handoffs

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Conversation Metadata

Each conversation includes: 
interface ConversationMetadata {
  id: string;
  startedAt: Date;
  endedAt?: Date;
  duration: number; // seconds
  messageCount: number;
  resolution: "resolved" | "transferred" | "abandoned";
  intent: string; // primary reason for contact
  sentiment: number; // -1 to 1
  satisfactionRating?: number; // 1-5
  handledBy: "bot" | "agent" | "mixed";
  transferredTo?: string; // agent name
  tags: string[];
}

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Integration with Other Features

The CRM connects seamlessly with all RespondeIA features.

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AI Chatbot Integration

The chatbot uses CRM data to personalize conversations: 
Bot: "¡Hola María! Vi que tuviste turno la semana pasada. 
¿Todo bien? ¿Necesitás agendar el seguimiento?"
The bot remembers:
  • Customer name and preferences
  • Previous appointments
  • Past inquiries
  • Conversation history

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Appointment Scheduling Integration

Booking history informs the scheduling experience:
  • Faster rebooking: “¿Querés el mismo horario que la última vez?”
  • Pattern recognition: “Vi que preferís las mañanas…”
  • Proactive suggestions: “Ya pasó un mes desde tu última visita”

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Analytics Integration

CRM data powers analytics insights:
  • Customer lifetime value calculations
  • Retention rate tracking
  • Churn prediction
  • Cohort analysis
  • Revenue attribution
See Analytics for detailed metrics.

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Handoff Integration

When transferring to a human agent, full context is provided: 
Transfer Note:

Cliente: María García
Teléfono: +54 9 11 1234-5678
Historial:
- Cliente desde hace 3 meses
- 4 turnos completados
- Último turno: 1 semana atrás
- Satisfacción promedio: 5/5

Consulta actual:
Pregunta sobre tratamiento de ortodoncia
para su hijo. Requiere presupuesto detallado.
See Handoff for details on agent transfers.

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Data Privacy and Security

RespondeIA takes customer data protection seriously.

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Data Protection

Encryption

All data encrypted at rest and in transit

Access Control

Role-based permissions for team members

Audit Logs

Complete record of data access

GDPR Compliant

Meets data protection regulations

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Customer Privacy Rights

Support for data privacy regulations:
  • Right to access: Export customer’s complete data
  • Right to deletion: Permanently delete customer profile
  • Right to rectification: Update incorrect information
  • Data portability: Export in standard formats
Deleting a contact profile is permanent and cannot be undone. Ensure you have necessary backups before deletion.

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Export and Reporting

Extract CRM data for external use.

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Export Formats

  • CSV: For spreadsheets and basic analysis
  • JSON: For integrations and custom processing
  • PDF: For reports and documentation

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Export Options

  • Single contact export
  • Bulk contact export
  • Filtered list export
  • Complete database export
  • Conversation history export

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Schedule Exports

(Future feature) Automate regular exports:
  • Daily/weekly/monthly schedules
  • Email delivery
  • Cloud storage integration
  • Custom report formats

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Best Practices

Review regularly: Check new contacts weekly to identify patterns and opportunities.
Use tags consistently: Establish a tagging system and train your team to use it uniformly.
Monitor at-risk customers: Set up alerts for customers who haven’t interacted recently.
Leverage insights: Use AI-generated insights to personalize customer communication.
The CRM is designed to work automatically. You don’t need to manually enter data, but you can add notes and tags to enhance profiles.

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Business Impact

Centralized customer data drives better business decisions.

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From Customer Testimonials

“Redujimos el 80% de los mensajes repetitivos. El equipo ahora se enfoca en tareas de mayor valor.” — María García, Directora — Clínica Dental Norte
The CRM enables this efficiency by:
  • Providing instant context to agents
  • Eliminating repeated questions
  • Tracking customer history automatically
  • Surfacing relevant information proactively

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Key Benefits

Zero data entry

Fully automated capture

Complete history

Never lose customer context

Better service

Personalized interactions

Team efficiency

Quick access to information

Smart insights

AI-powered recommendations

Higher retention

Proactive engagement

AI Chatbot

How conversations are captured

Appointment Scheduling

Booking history tracking

Analytics

CRM data analytics and insights

Handoff

Using CRM context in agent transfers

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