> ## Documentation Index
> Fetch the complete documentation index at: https://dialnexa.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Capsule CRM

> Connect DialNexa calls to Capsule CRM for lead, contact, company, deal, activity, task, or account-owner alert workflows.

Capsule CRM is a simple yet powerful CRM platform designed to help businesses manage customer relationships, sales pipelines, and tasks efficiently.

<Note>
  Use Capsule CRM with DialNexa when a buyer, customer, partner, or account contact gives information that should change pipeline, ownership, qualification, or follow-up.
</Note>

## Where Capsule CRM fits in a DialNexa workflow

Capsule CRM should receive DialNexa output when the conversation affects a lead, contact, company, deal, activity, task, or account-owner alert. The handoff should explain what the caller asked for, what DialNexa learned, which record or object is affected, and who owns the next step.

<CardGroup cols={2}>
  <Card title="Qualify callers" icon="check-circle">
    Capture pain, role, budget signal, timeline, objection, source, and next step before a rep follows up.
  </Card>

  <Card title="Move deals with evidence" icon="check-circle">
    Update stage or activity only when the caller confirms intent, decision process, urgency, or blocker.
  </Card>

  <Card title="Route hot accounts" icon="check-circle">
    Notify the owner when an existing account calls with expansion intent, churn risk, procurement questions, or renewal blockers.
  </Card>

  <Card title="Keep CRM hygiene clean" icon="check-circle">
    Search by phone, email, company, and open opportunity before creating new records.
  </Card>
</CardGroup>

## What DialNexa should capture for Capsule CRM

* Caller name, company, email, phone, source, owner, lifecycle stage, and CRM match confidence
* Qualification answers, pain point, objection, urgency, budget signal, and buying timeline
* Deal stage suggestion, callback window, meeting request, task owner, and due date
* Opt-out, wrong-number, duplicate, student, vendor, competitor, or low-fit flags
* Recording link, transcript link, DialNexa call ID, CRM URL, calendar URL, and email thread URL

## High-value Capsule CRM workflows

<AccordionGroup>
  <Accordion title="Caller asks for a callback from the account owner">
    DialNexa should capture the preferred time, timezone, owner, promise made, and contact channel before updating Capsule CRM. The receiving team should see exactly why the follow-up exists and what the caller expects next.
  </Accordion>

  <Accordion title="Wrong-number or low-fit lead should be suppressed">
    When this happens, DialNexa should mark the record as a suppression or cleanup case in Capsule CRM. Include the exact reason, caller identity, source, and whether future outreach should stop so the team does not keep chasing a bad or unwanted contact.
  </Accordion>

  <Accordion title="Renewal-risk account calls with a complaint">
    For this scenario, DialNexa should treat Capsule CRM as an escalation destination. Send the impact, urgency, affected customer or object, owner, and transcript link so the right team can act before the issue gets colder.
  </Accordion>

  <Accordion title="Partner or referral lead needs routing">
    In Capsule CRM, this should become a revenue handoff with the matched account, buying signal, stage or owner suggestion, objection, and next action. DialNexa should separate real intent from noise before creating tasks.
  </Accordion>

  <Accordion title="Inbound demo request from a qualified buyer">
    DialNexa should capture the preferred time, timezone, owner, promise made, and contact channel before updating Capsule CRM. The receiving team should see exactly why the follow-up exists and what the caller expects next.
  </Accordion>

  <Accordion title="Use search projects">
    Use search projects before answering, routing, or creating follow-up. DialNexa should verify the lookup result against the caller and send low-confidence matches to a human queue.
  </Accordion>

  <Accordion title="Use create opportunity">
    Use create opportunity only when DialNexa has a matched caller, a clear destination object, and enough call context to justify opening a new CRM record. If the caller is unclear, route to review instead of creating noise.
  </Accordion>
</AccordionGroup>

## Workflows that pair Capsule CRM with other integrations

* [Capsule CRM](/integrations/capsule_crm) + [Intercom](/integrations/intercom): Intercom for support history on existing customers.
* [Capsule CRM](/integrations/capsule_crm) + [Zendesk](/integrations/zendesk): Zendesk for support escalation tied to account value.
* [Capsule CRM](/integrations/capsule_crm) + [Notion](/integrations/notion): Notion for call playbooks and objection tracking.
* [Capsule CRM](/integrations/capsule_crm) + [Google BigQuery](/integrations/googlebigquery): Google BigQuery for pipeline attribution reporting.
* [Capsule CRM](/integrations/capsule_crm) + [Gmail](/integrations/gmail): Gmail for the exact recap promised on the call.
* [Capsule CRM](/integrations/capsule_crm) + [Google Calendar](/integrations/googlecalendar): Google Calendar for demos and follow-up meetings.

## Implementation notes

* Use the DialNexa call ID as the idempotency key before running Capsule CRM actions.
* Write a short operational summary into Capsule CRM and link to the full transcript or recording for audit.
* Map required fields before launch: destination object, owner, status, urgency, next step, and record URL.
* Create review paths for low-confidence matches, sensitive requests, high-value customers, and actions that change money, access, legal terms, or customer commitments.

## FAQs

<AccordionGroup>
  <Accordion title="When should Slack be notified?">
    Notify Slack for hot accounts, enterprise prospects, renewal risk, buying intent, escalation requests, or missed VIP callbacks.
  </Accordion>

  <Accordion title="Should every call create a new CRM record?">
    No. Search contacts, companies, deals, and open tasks first. Create a new record only when the caller is new or the call changes pipeline, ownership, qualification, or follow-up.
  </Accordion>

  <Accordion title="What should the CRM note sound like?">
    Short and factual: who called, why they called, what DialNexa learned, what was promised, who owns the next step, and when it is due.
  </Accordion>

  <Accordion title="Can DialNexa move deal stages automatically?">
    Yes for clear rules such as booked demo, confirmed no interest, or requested quote. Use review for high-value deals, legal blockers, procurement issues, and unclear intent.
  </Accordion>

  <Accordion title="How should low-fit leads be handled?">
    Tag the low-fit reason, suppress from sequences when appropriate, and avoid creating sales tasks that reps will ignore.
  </Accordion>

  <Accordion title="How do we prevent duplicate contacts?">
    Match by phone, email, domain, company name, and open deal before creating or updating records. Store the DialNexa call ID on the activity.
  </Accordion>

  <Accordion title="What fields matter most for sales follow-up?">
    Caller identity, company, pain, urgency, buying role, objection, requested next step, owner, and transcript link.
  </Accordion>

  <Accordion title="How should missed calls be logged?">
    Log missed-call status, voicemail summary if available, retry window, owner, and whether a human callback is required.
  </Accordion>
</AccordionGroup>