Telephony & Messaging lifecycle architecture.
Ring
A call or message arrives on any number or channel
Match the record
The number resolves to the account before it's answered
Talk in context
The agent sees the case, orders & history before hello
Log automatically
Call, recording & outcome attach to the record on their own
Follow up
A task or case raises itself from what was just said
Context before you pick up.
The record answers with you
Incoming calls match to the customer — open cases, orders, and balances on screen before hello.
Threads live on the record
Conversations attach to the case or order they’re about — not to someone’s personal phone.
Dialers and recordings, wired in
Add computer-telephony integration when you’re ready — same records, same audit trail.
The call lands on the record.
The capabilities, stated plainly.
Every row ships today and traces to a capability described on this page.
| Capability | xMatix Telephony & Messaging |
|---|---|
| Embedded softphone in the CRM | Native |
| Automatic call logging on the record | Native |
| AI call summaries, sentiment and next steps | Integrated — Sense |
| Recording playback on the record | Native |
| Capability | xMatix Telephony & Messaging |
|---|---|
| Lead, case or activity from a live call | Native |
| Team chat in record context | Native |
| SMS and chat in the same timeline | Native |
| Email against the account or case | Native |
Everything in Telephony & Messaging.
Embedded softphone
Calls happen inside the CRM.
Dial and answer from the record you're looking at — no second device, no context switch.
Call register on the record
Every call, logged where it belongs.
Calls attach themselves to the customer and the deal — the history is complete without anyone filing it.
AI call insights
The call summarizes itself.
AI turns the recording into a summary, sentiment and next steps — the rep sells; the notes write themselves.
Recording playback
Replay the conversation, settle the question.
Recordings sit on the record for coaching and disputes — "that's not what was said" gets an answer.
Create-record-from-call
From ringing phone to new lead in seconds.
Turn a live call into a lead, case or activity without hanging up.
Team chat
The deal's chatter, next to the deal.
Internal conversations happen in context — decisions stay attached to the record they're about.
SMS & chat channels
Meet customers on the channel they answer.
SMS and chat conversations flow into the same timeline as calls and email.
Email in context
Email without leaving the record.
Send and receive against the account or case — the thread lives with the relationship, not an inbox.
The questions evaluators ask.
No — the softphone is embedded in the CRM itself. Agents dial and answer from the record they are looking at, with no second device and no context switch. Calls attach themselves to the customer and the deal as they happen, so the history is complete without anyone filing it, and a live call can become a lead, a case or an activity without hanging up.
Yes — every call lands on the record it belongs to, attached to the customer and the deal, without the agent filing anything. Recordings sit on the record for playback, which settles the "that's not what was said" dispute and gives managers real calls to coach from. The call register is complete because it writes itself, not because the team is disciplined about admin.
Yes — without hanging up. From the ringing call, the agent creates the lead, case or activity directly, already linked to the caller's record. There is no scribbled note to transcribe afterwards and no re-keying window between the conversation and the system — the record exists before the goodbye.
Yes — one timeline. SMS and chat conversations flow into the same stream as calls and email, all attached to the account or case they concern. Internal team chat happens in the same context, so the decision about the deal stays attached to the deal. Anyone opening the record sees the whole conversation, whatever channel it happened on.
The notes write themselves. AI turns the recording into a summary, a sentiment read and next steps, filed on the record — the rep sells instead of typing. Because insights land on the same record as everything else, the follow-up task, the deal stage and the account history stay in step. Read how Sense works with your data.
