GuidesYour team
Contacts and tickets
How Crulon recognises callers, keeps the people and companies you deal with, and tracks follow-up work as tickets and tasks.
Crulon keeps a light record of the people you talk to, so the AI agent and your team know who’s calling and can follow up. It isn’t a CRM: keep your customer system for that, and connect it with a Custom Action.
- Where
- Contacts > Contacts and Companies; Work > Tickets and Tasks
- Plans
- Every plan
- Who can do it
- Everyone can see contacts and work tickets, to start. Only Workspace Admins can delete contacts
Contacts
A contact is a person, with their phone numbers, email and company. Select New contact to add one. A contact can have several numbers, each with a label such as “Mobile” and one marked Primary.
Several contacts can share a number, such as a household or a business line, and that’s fine.
A contact’s page shows Recent activity (their calls, messages, notes and work), and tabs for Work (their notes, tasks and tickets), Assets (equipment an App links to them) and Details. Use Call or Message at the top to reach them.
How callers are recognised
When someone calls or texts, Crulon looks up their number:
| The number belongs to | What happens |
|---|---|
| One contact | Their name shows on the ring card, and the call is linked to them |
| Several contacts | The card shows how many people matched and lists them. The call isn’t linked to anyone |
| No one | The number shows. Crulon doesn’t create a contact |
When several contacts share the caller’s number, the AI agent asks who it’s speaking to rather than guessing.
If a call is linked to the wrong person, or to nobody, select Who is this? or Wrong contact? on the call and choose the right contact. It changes only that call. To save someone who texted you, select Convert in the conversation and link an existing contact or create a new one.
Contacts from an App
An App that syncs your customers, such as a billing system, brings them across as contacts. The other system stays in charge of them:
- Changes you make in Crulon to their name, email, location or status are replaced at the next sync. Make those changes in the other system.
- Numbers you add in Crulon are kept.
- Deleting one in Crulon brings it back at the next sync.
Possible duplicates
Settings > Possible duplicates lists contacts that may be the same person recorded twice, with the reason, such as the same number and email. A shared number on its own never counts. Select Not a duplicate to remove a pair for everyone.
Crulon can’t merge contacts. To combine two, update one and delete the other.
Delete a contact
Deleting a contact stops their numbers matching calls and texts. Their past calls and messages stay in your history. It can’t be undone in the app.
Importing and exporting contacts isn’t in the app yet. On Scale, a CSV you upload for an outbound campaign adds new contacts.
Companies
A company groups the people who work there. Each contact can belong to one company, and a company’s page lists its people and their activity. Deleting a company is permanent; its contacts and tickets stay.
Tickets
A ticket is a customer issue your team needs to follow up, such as a repair request or a billing question. Open Work > Tickets to see them as a list or a Board.
Create a ticket
- From a call or voicemail: select Create ticket from call in its details. The call’s summary fills in the description.
- From a conversation: select the ticket button at the top.
- From a contact or company: select Create ticket on their Work tab.
- By the AI agent: attach the Create ticket Tool, and the agent opens tickets for callers itself, linked to them if it recognised the caller. See Tools.
Give it a title, a description, a category and a priority, link the customer and, if you like, assign it to someone.
| Options | |
|---|---|
| Status | Open, In progress, Waiting for contact, Closed |
| Priority | Low, Medium, High, Urgent. Medium to start |
| Category | Connectivity, Billing, Equipment, Service, Other |
Assigning an open ticket moves it to In progress. Assigning a ticket doesn’t notify the person, so tell them, or have them check the tickets assigned to them.
Tickets have no comment thread. Keep the customer up to date in the conversation, and use a task for internal follow-up. When you close a ticket, add Resolution notes.
Response deadlines
In Settings > Ticketing, turn on Track response deadlines on tickets to give new tickets a deadline from their priority: 4 hours for urgent, 8 for high, 24 for medium and 72 for low, to start. Each ticket then shows whether it’s On track, Due soon or Breached. Crulon doesn’t send alerts when a deadline is missed.
Turn on Create a follow-up task for every new ticket to give the contact’s owner a task for each new ticket, due in a few days depending on priority.
Both are off to start, and changes apply to new tickets only.
Tickets in another system
Some Apps can send new tickets to the system they connect, and close them there when you close them in Crulon. Each App’s page in Integrations explains how.
Tasks and notes
- Tasks are internal to-dos with a due date and an owner. Work > Tasks opens on My open.
- Notes are internal notes on a contact or company, never shown to the customer. Add one from their Work tab.
Who can do what
| Role | Contacts | Tickets |
|---|---|---|
| Workspace Admin | Everything | Everything |
| Manager | See, add and edit | See, create, edit, assign and close |
| Agent | See and edit | See, create, edit and close. Can’t assign to others |
If something goes wrong
Their number isn’t on a contact, or it’s on several. Add it to the right contact, or select Who is this? on the call.
The contact comes from an App, and its system replaced it at the next sync. Change it there.
It comes from an App’s system. Remove it there.
Turn on Track response deadlines on tickets in Settings > Ticketing. Tickets created before that have no deadline.
Last updated 18 Oct 2026