Agentic CRM for customer operations

Unify customer context. Automate the work that follows.

PeopleTide gives service businesses a shared customer memory and practical AI agents that can respond, route, and follow through—with people in control.

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FROM MISSING KIT TO RESOLUTION.WhatsApp → PeopleTide

9:41

Order supportWhatsApp business chat

TODAY

A little help, right where you are.

My order arrived, but the installation kit is missing. The installer is coming tomorrow morning. Can you help?

9:41

Hi Nisha, I’ll check what happened and find a way to get the kit to you before your installation.

9:41

I found the issue: your kit shipped separately and is delayed. A nearby warehouse has a replacement that could arrive tonight, subject to express-delivery approval. Would that work?

9:41

Yes, please. I need it before 9 AM.

9:41

I’ve prepared a priority request, #PT-2048, with the replacement and tonight’s delivery option. Maya will review the express-delivery approval.

9:42

Maya · Delivery team

Hi Nisha, I’ve approved the replacement. It’s scheduled for delivery tonight, ahead of your installation.

9:42

Message

NNishaCustomer

Maya · Delivery team

Prepared by AI. Approved by Maya.

MAYA’S REPLY

Hi Nisha, I’ve approved the replacement. It’s scheduled for delivery tonight, ahead of your installation.

Investigation & findings6 / 6

Understand urgency

Kit missing · Needed tomorrow

Match the order

#1042 · Kit included

Find the cause

Separate parcel · Delayed

Locate a replacement

Matching kit · In stock locally

Compare delivery

Express tonight · Standard too late

Check the rules

Eligible · Express needs approval

Priority · #PT-2048

Replacement booked · Tonight

Kit + address + evidence attached · Before 9 AM

MMaya · Approved

Illustrative workflow

Investigate
Prepare
Approve

Read the conversation

Nisha
My order arrived, but the installation kit is missing. The installer is coming tomorrow morning. Can you help?
PeopleTide agent
Hi Nisha, I’ll check what happened and find a way to get the kit to you before your installation.
PeopleTide agent
I found the issue: your kit shipped separately and is delayed. A nearby warehouse has a replacement that could arrive tonight, subject to express-delivery approval. Would that work?
Nisha
Yes, please. I need it before 9 AM.
PeopleTide agent
I’ve prepared a priority request, #PT-2048, with the replacement and tonight’s delivery option. Maya will review the express-delivery approval.
Maya · Delivery team
Hi Nisha, I’ve approved the replacement. It’s scheduled for delivery tonight, ahead of your installation.

PeopleTide identifies the installation deadline, matches Nisha’s order and address, and compares the packing list with courier events to discover a delayed separate parcel. It locates a matching kit nearby, compares delivery windows, and checks the replacement policy. Express delivery tonight can meet the deadline but needs approval. With Nisha’s agreement, the agent prepares priority ticket #PT-2048 with the evidence and replacement plan. Maya reviews and approves it; the replacement is booked before she confirms delivery tonight on WhatsApp.

Built for enquiries, appointments, orders, repeat customers, and service handoffs.Customer context, automated action, and human ownership in one operating model.

How it works

One connected path from enquiry to completed outcome.

PeopleTide keeps customer context connected while conversations, routine actions, handoffs, and outcomes move forward.

01

Know

Bring identity, history, and context together.

02

Reach

Start the right conversation on the right channel.

03

Respond

Let agents handle routine work and prepare the next move.

04

Hand off

Escalate with context, ownership, and a clear reason.

05

Complete

Record the appointment, order, task, or outcome.

See the complete operating model

Available in PeopleTide CRM

Seven capabilities for connected customer operations.

Start with the customer record, continue through the conversation, and keep every handoff and outcome visible.

01 · Unified customer history

Give every customer interaction the context it needs.

Keep contacts, conversations, activity, tasks, and outcomes together in one customer record.

Keep customer identity, conversations, and activity connected.
See active tasks, appointments, orders, and recorded outcomes in context.

Product-faithful workflowUnified customer record

KM

Kavya Menon

Returning customer · Phone

Active

Current customer record

Upcoming visit: Thursday · 3:00 PM
Open task: Pre-visit confirmation
Owner: Service team

Recent activity

TodayAppointment confirmed

Customer selected Thursday afternoon.

YesterdayFollow-up assigned

Pre-visit task added for the service team.

Previous outcomeService completed

The completed visit remains in the customer history.

02 · AI customer conversations

Move routine customer conversations forward with context.

Use an AI conversation engine to understand intent, prepare replies, and move routine enquiries forward.

Interpret customer intent within the current conversation.
Prepare contextual replies using the available customer history.

Illustrative configured workflowIdentity-gated records lookup

Matched customer context

Priya ShahCustomer record matched

Request: Lab report status
Identity: Verification required
Connected system: Laboratory database

Are my reports ready yet?

Customer matched · Identity verification required

PeopleTide agentHi Priya — I can check that. Before I access the reports, I’ll send a secure text message with a one-time code to the mobile number on your record. Please reply here with the code to confirm your identity.

482 916

Identity confirmed · Authorized records retrieved from configured medical database

PeopleTide agentThank you. I found lab tests for you and your daughter, Anya, in the connected laboratory system. Both reports are available and will be shared once the laboratory completes verification.

Reports located · Laboratory verification pending

03 · Proactive customer follow-up

Follow up while the experience is still fresh.

Check in after a completed visit, respond to feedback, and move the right next action forward.

Start a timely check-in after a completed visit.
Route concerns to the responsible team for human follow-up.

Illustrative configured workflowPost-visit follow-up

Completed visit

Priya ShahFollow-up due

Trigger: Visit completed yesterday
Concern path: Route to care team
Positive path: Thank customer + optional review

PeopleTide agentHi Priya — I hope your visit went well. Do you have any concerns, and were you satisfied with your experience?

Everything went smoothly. I’m very satisfied. Thank you.

Positive feedback received

PeopleTide agentWe’re glad to hear that. Thank you for choosing us. If you have a moment, would you be willing to share your experience in a Google review?

Share a Google review

If a customer raises a concern, PeopleTide routes it to the responsible team instead of requesting a review.

04 · Targeted customer outreach

Reach the right customers.

Create relevant outreach for selected customer groups based on their service history and current needs.

Build an audience from service dates and customer attributes.
Send a targeted message through a configured business channel.

Illustrative configured campaignTargeted customer outreach

Audience

Annual AC maintenance dueSaved customer segment

Service: Air conditioner
Last maintenance: 11–13 months ago
Customer status: Active

184customers matched

Based on current service records

Configured channelWhatsApp

AS

Arjun SharmaAnnual maintenance due

You are due for the annual maintenance of your Air Conditioner. Avail our exclusive discount of 30% by using the code PROMO9 when you complete your booking today.

184 recipientsAudience reviewed

05 · Appointments, orders, and outcomes

Turn customer conversations into completed outcomes.

Connect conversations to the appointment, order, task, or service outcome that completes the work.

Connect a conversation to the work it creates.
Record appointments, orders, tasks, and service outcomes.

01

Know

Bring identity, history, and context together.

02

Reach

Start the right conversation on the right channel.

03

Respond

Let agents handle routine work and prepare the next move.

04

Hand off

Escalate with context, ownership, and a clear reason.

05

Complete

Record the appointment, order, task, or outcome.

06 · Automation with human handoff

Automate repeatable steps without losing human ownership.

Automate repeatable steps while keeping ownership, escalation, and final decisions with your team.

Run repeatable actions inside configured workflow rules.
Escalate when confidence, policy, or customer preference requires a person.

Explanatory flow — not a product screenshot

New enquiryWeb form

Agent respondsUses customer context

Needs a person?Rules + confidence

Owner takes overFull context included

07 · Missed-call recovery with PeopleTide Phone

Turn a missed call into the next conversation.

Pass an unanswered call from PeopleTide Phone to an agent that can identify the customer and begin a configured follow-up.

Capture an unanswered call in PeopleTide Phone.
Transmit the call event to the CRM and match the caller.

PeopleTide Phone call history — Missed call to agent follow-upPeopleTide Phone + CRM agent

Governance and control

Keep responsibility clear across automated and human actions.

Access, channel rules, automated work, and human ownership remain explicit parts of the customer operation.

Tenant separation and permissions

Channel and consent rules

Human escalation and ownership

Explore trust and control

See it with your workflow

See how PeopleTide CRM supports your customer operations.

Tell us how enquiries, calls, appointments, and handoffs work in your business. We’ll show you the relevant parts of PeopleTide CRM.