The record drawer is where you read everything about a single customer record and update what is attached to it — the current stage's fields, notes and tasks, uploaded documents, billing state, and the full activity history. This article walks through the drawer region by region, what each stage asks you to fill in, and what each tab holds.
Open a record
There are two ways to open the drawer:
Click any card on the kanban, or any row in the list view.
Click an organization name in a cross-link — for example, from a session report.
The drawer slides in from the right and overlays the dashboard. Click the close icon or the dimmed background to dismiss it.
Drawer layout
The drawer splits into two columns:
Left — stage sections. The fields for the record's stage, and for the rest of the funnel.
Right — tabs. General Info, Notes, Tasks, Docs, Billing, and Activity.
Above both sits a header with the record's headline actions.
Header
The header stays visible as you scroll. It holds:
Payment link — opens the copy-payment-link modal. Only present when the customer has no active subscription.
Schedule a Meeting — opens the meeting-booking flow for this customer.
Stage pill — shows the record's current stage and its days-in-stage badge. Click it for a dropdown of every stage you can move the record to, split into process stages and side states.
Close.
Moving the record from this dropdown follows the same rules as dragging it on the board. See Manage the customer pipeline.
Stage sections
What the left column shows depends on where the record sits.
In a side state (New Lead, On Hold, At Risk, Lost) the column shows that stage only, expanded.
In a process stage the column shows all eight process stages stacked as collapsible sections, with the record's current stage expanded and the others collapsed. That means you can open any stage — earlier or later — and read or fill its fields without moving the record. Writing to a stage the record has not reached yet stores the values so they are already there when it arrives.
What each stage asks for
Required fields are marked with a red asterisk. Everything else is optional.
Stage | Fields |
New Lead | Reason, Comment |
On Hold | Reason, Next contact date, Comment |
At Risk | Reason, Next contact date, Comment |
Lost | Reason, Next contact date, Comment |
Contacting | Full Name*, Email*, Phone*, Organization Name*, Organization Website*, Logo, Logotype, Comment |
Demo Scheduled | Demo Date*, Comment |
Demo Completed | Demo Summary*, Video Record Link, No Show, Comment |
Payment Attached | Subscription / Payment Link, Comment |
Implementation | Filled BOI*, Filled Declaration*, Comment |
Ready for Production | Production Start Date*, Comment |
Expand | Comment |
Maintain | Comment |
The four side states share the same shape — a Reason picked from that stage's list, an optional Next contact date, and a free-text Comment. CRM overview lists the reasons each side state offers.
Important: Required fields are enforced when you try to move the record out of a stage, not when you enter it. If you drag a card forward and the stage you are leaving still has an empty required field, the move stops, the drawer opens on that stage, and the missing field is flagged.
Saving
Each stage section saves on its own. Values you type are held as a draft while the drawer is open and committed when you save the section. The activity timeline records who changed what and when.
General Info
The General Info tab is a read-only summary of the customer and their AI Employee, in three blocks:
Agent Info — Name, Phone #, Created At, Last session, Session #.
Organization Owner Info — Full Name, Email, Phone #.
Organization Info — IDN, Industry, Created At, Website, Name, Lead Value, Expansion Value, Demo Date.
Depending on where the customer's AI Employee is in its lifecycle, one of three actions appears at the top of this tab:
Create Agent — provisions the AI Employee from the contact details on the record.
Initialize Agent — runs first-time setup for an agent that exists but has not been initialized.
Reinitialize Agent — runs the setup flow again for an agent that is already live. Use it when the agent's configuration needs refreshing.
Notes
Not yet available. The tab is present but reads Notes are not available yet.
Tasks
Tasks let you track the work a record needs, per record. Click Create task and fill in:
Summary — what needs doing.
Details — longer description.
Due date — date and time.
Assignee — search your employees, or use the assign-to-me shortcut.
Tasks group into Active, Completed, and Canceled, each with its own empty state. An overdue task carries an Overdue label.
From a task's actions menu you can Complete, Edit, Cancel, Reopen, or Delete it:
Cancel removes the task from Active but keeps it recoverable — you can reopen it later.
Delete is permanent and cannot be restored.
Reopen on an overdue task asks you to pick a new due date first.
Docs
The Docs tab has two halves.
Templates lists the document drafts the platform provides for this customer — for example the Go-Live Verification Statement and the promo questionnaire. Each row has a download action.
Docs is where you upload the returned files. Drop a file on the uploader or click Choose file, then pick its type — BOI or Declaration. Uploads accept documents, spreadsheets, media files, and archives up to 50 MB; anything larger or of an unsupported format is rejected with an explanation, and a failed upload offers Retry. With nothing uploaded the section reads No docs yet.
The signed BOI and Declaration are the two files the Implementation stage requires, so this tab is what unblocks that stage.
Billing
Billing Info shows the customer's Billing email, whether they are Subscribed, and their Next Bill date, followed by payment history. Until a payment has been taken it reads No payment history available.
Activity
The Activity tab is a timeline of everything that has happened to the record, newest first. Each entry names the actor, what changed, and the before-and-after values under a Changes heading.
Filters narrows the timeline, and the button shows a count once filters are active:
Dates — All Time, Today, Week, Month, or a custom range.
Actor — any person who has touched the record.
Activity type — Assignee changed, Comment added, Field changed, File uploaded, Partner organization changed, Record updated, Stage changed.
Changed field — any single field, such as Demo Date, Demo Summary, Lead Value, Stage, or Filled BOI.
With nothing to show it reads No activity yet; with filters that match nothing, No activities match the selected filters.
Read-only records
If the record is locked for you, the drawer opens but every field, action, and uploader is disabled. A lock icon explains why. See CRM overview for the three reasons a record can be read-only.