---
schema: 4
type: case
id: 7
title: "An AI phone concierge that turns inbound calls into CRM leads"
description: "A voice agent that answers inbound seller calls, qualifies them on a fixed template and writes the lead straight into the CRM."
created: 2026-10-20
updated: 2026-10-20
attributes:
  channels: [website]
  status: published
  motif: voice
  kind: client
  client: "A US voice-AI agency"
  year: 2026
  state: "Delivered"
  stack: ["Retell", "Next.js", "Postgres", "Resend", "Salesforce", "Vercel"]
  timeline: "One-week proof of concept"
  featured: true
---

## Problem

The agency’s customer takes inbound calls from property sellers. Calls were handled by hand, and qualifying each caller and logging the lead took a person every time.

## What we built

- A call pipeline: call source, voice agent, extraction of the call result, then the CRM record
- A bilingual voice agent on Retell with a versioned playbook and a Hot, Warm or Cold rubric
- An operations app with calls, the agent’s settings and draft, try and publish versions you can edit in the app
- Call screening with an allowlist, business hours and a live hand-off to a person
- Invite-only email-code sign-in, a Salesforce connection and a stand-in CRM for testing
- Test calls from a real phone line or straight from the browser

## Outcome

- Built against a written acceptance test: inbound call, AI conversation, populated CRM record
- 23 recorded design decisions, so the next builder can see why each choice was made