CRM

Records on one shared model

CRM owns the customer roles, contact and company, on the shared person and organisation records every One3 app uses. Contacts carry multiple contact points, a primary company, job title, language, lifecycle stage, owner, a consent summary and a do-not-contact flag. Companies carry domain (the dedupe key), industry, employee band, revenue, GSTIN with format validation and addresses. Leads are unqualified inbound records with configurable statuses, source, campaign, score and SLA due time. Conversion turns a lead into a contact, company and optional deal in one Action while keeping the timeline and attribution.

Deals live in multiple pipelines with ordered stages, win probability, expected close date, amount and currency and lost reasons. The Kanban board shows stage totals and rotting indicators. Every activity, whether a task, meeting, call, email, WhatsApp thread or note, lands on one timeline with a badge showing whether a human, an agent or an integration created it.

Capture, routing and response

One capture Action serves every source: forms with UTM attribution, WhatsApp inbound, email logging, an inbound lead-email parser for portals and marketplaces, ad lead forms, web chat, API and webhooks. Assignment rules support round robin, attributes, weighted, workload, skill and territory methods, with capacity limits and a routing log that explains each decision. Speed-to-lead SLA timers, pause rules and an escalation ladder keep follow-up fast. Sequences, sales playbooks and prioritised work lists tell each seller what to do next.

Data quality

Duplicate detection runs on create and import using email, phone and name similarity. Merge and unmerge work field by field. Auto-merge happens only on an exact phone and email match; everything else is a proposal. Field source-of-truth rules decide which system wins when sources disagree.

AI and outcomes

Lead scoring shows top factors. Ambient capture turns conversations into proposed changes. Copilot answers pipeline questions with citations. The AI SDR starts in shadow mode in Wave 1 and earns autonomy per skill in Wave 2. Won deals emit outcomes to the ROI Ledger with an attribution rule version, and qualified or won outcomes can be uploaded to ad platforms as offline conversions with consent checks.

Governance

Record access combines ownership, team hierarchy, workspace scope, sharing and field-level security. Consent, data-principal requests, retention policies and owner handover on user departure are built in. Agency snapshots copy pipelines, rules, sequences and agent configs to client sub-accounts.