Calls, Customers, and Exports

The CRM group in the sidebar (Customers, Policies, Calls, Appointments) is the shared record everything else writes to. This page covers the three you will use for analysis, plus how to export.

Customers

The customers list is your book, filterable hard: Leads vs Customers, date filters on created/effective/enrollment dates, campaign membership and attempt state, sources, policy statuses and types, states and counties, and a turning-65 window (within 1 year, 6 months, or 3 months). Rows flag Do Not Call and No SMS Consent so suppression is visible at a glance, and Manage columns lets you add any field, including your custom fields, to the table.

Bulk actions handle reassignment (to a member, or by your assignment rules) and campaign operations across a selection.

Each customer's detail page is organized by section: Overview (demographics, identity, Medicare, communication preferences), Policies, Medical (prescriptions and providers), Appointments, Inquiries & Tasks (with an attention badge when anything is open), Campaigns, and Notes & Docs.

Policies

The policies list slices your book by policy instead of person: filter by type, status, carrier, and case owner, plus derived buckets like Pending Requirement, Future Cancel, At Risk, and Won Back. Clicking a row opens a side panel with the full policy record, from plan codes and election period to premiums, commissions, and every date on the policy.

Calls

Every call the platform touches is here: search by name, phone, or disposition; filter by date, direction, duration, sources, and dispositions; and toggle connected-only or test calls. The table shows campaign, assistant type, direction, duration, disposition, and source per call.

Open any call for the full record: the recording with a download button, the call summary, the transcript (expandable to full screen), the call evaluation, and a feedback module for reporting issues with the call or its outcome. Quick links jump to the customer and their inbox thread.

Exports

• Calls has the most capable export: the Export Calls to CSV drawer requires a date range, honors every filter you have applied (it lists them before you confirm), shows a progress bar, and downloads the file.
• Customers and Inquiries offer quick CSV exports of the currently loaded page with all fields included. For full-book extracts, use the API or ask your Forward Deployed Engineer about a recurring export.