# Customers

Leads, contacts, appointments, and the timeline that ties them together.

*Customers · Last updated 2026-09-07*

The CRM is where captured callers become follow-up-ready records. Agents
create or update contacts automatically during conversations.

## Contacts and leads

Every caller who leaves a number becomes a lead. Leads carry the
conversation that produced them, so nothing arrives as a bare phone number.

## Appointments

When an agent books time, the appointment appears on the Calendar surface and
on the contact's timeline. Availability rules decide what the agent may offer.

## Timeline

Each contact has one timeline: conversations, appointments, and notes in
order. Your team adds notes; the agent's contributions arrive automatically.