CRM

Komand includes a built-in CRM engine that agents can operate through natural language. Instead of navigating a traditional CRM interface, you simply talk to your agent — on any channel.

Capabilities

The CRM engine covers six core areas:

Contacts

Create, update, and search contacts
Store contact details, notes, and interaction history
Tag and segment contacts for targeted outreach
Automatic enrichment from conversation context

Pipeline

Track deals through customisable stages
Move deals forward or backward via conversation
View pipeline metrics and forecasts
Automated stage transitions based on triggers

Scheduling

Book appointments through natural language
Sync with external calendars (Google Calendar, Outlook)
Automated reminders and follow-ups
Availability checks before booking

Quoting

Generate quotes based on product catalog and pricing rules
Send quotes directly to contacts via any channel
Track quote status: sent, viewed, accepted, rejected
Version history for quote revisions

Follow-ups

Automated follow-up sequences triggered by pipeline events
Configurable delays and conditions
Agent-driven outreach via scheduled messages
Smart timing based on recipient timezone and preferences

Knowledge Base

Store product information, FAQs, and company policies
Agents reference the knowledge base when answering questions
Versioned content with access controls
Searchable by agents during conversations

Natural Language CRM

Instead of clicking through a UI, interact with your CRM conversationally:

You:   "Add a new contact: Bob Smith, bob@acme.com, interested in our Pro plan"
Agent: "Added Bob Smith (bob@acme.com) to your contacts. I've noted his interest
        in the Pro plan and created a deal in your pipeline."

You:   "What's the status of the Acme Corp deal?"
Agent: "The Acme Corp deal is in the Proposal stage. Bob Smith received the quote
        3 days ago but hasn't responded. Want me to send a follow-up?"

You:   "Yes, follow up tomorrow morning"
Agent: "Scheduled a follow-up for tomorrow at 9:00 AM. I'll reach out to Bob
        via email with a gentle reminder about the proposal."

This works on any channel — Telegram, Slack, WhatsApp, WebChat, Teams. The same CRM operations are available everywhere.

CRM Grains

The CRM is implemented as Orleans grains, following the same virtual actor pattern as the rest of the platform:

Grain	Key	Purpose
`BusinessGrain`	`{businessId}`	Company/business entity management
`ContactGrain`	`{contactId}`	Individual contact records and interaction history
`PipelineGrain`	`{pipelineId}`	Deal tracking and stage management

Each grain has isolated state, automatic persistence to PostgreSQL, and single-threaded execution guarantees.

CRM via Skills

Even before the built-in CRM is available, agents can perform CRM operations through marketplace skills:

Skill	Permission	Description
`crm-contact-lookup`	`crm:read`	Search and retrieve contacts
`crm-contact-create`	`crm:write`	Create new contact records
`crm-deal-update`	`crm:write`	Move deals through pipeline stages
`crm-pipeline-report`	`crm:read`	Pipeline metrics and forecasts

These skills work with both the built-in CRM (when available) and external CRM platforms. The permission model ensures skills can only access the CRM data they’ve been granted.

Integration

The CRM integrates with other Komand features:

Feature	Integration
Skills	CRM skills read/write data with granular permissions (`crm:read`, `crm:write`)
Cron tasks	Scheduled follow-ups, pipeline reviews, and reminders via `CronGrain`
Agent memory	CRM preferences and configurations stored in agent memory
Channels	CRM operations available from any messaging channel
Audit trail	All CRM actions logged for compliance and review

External CRM Integration

For organisations with existing CRM systems, Komand connects through skills:

Platform	Skill	Capabilities
Salesforce	`salesforce-connector`	Contacts, opportunities, tasks, reports
HubSpot	`hubspot-connector`	Contacts, deals, tickets, forms
Pipedrive	`pipedrive-connector`	Contacts, deals, activities
Zoho CRM	`zoho-connector`	Contacts, deals, tasks

External CRM skills require appropriate API credentials, configured through the platform’s secure credential vault.