Guest Relations
Calls worth acting on that didn't become a lead, an appointment or a sale.
Every analysed call lands in exactly one place. If the caller became a lead, booked an appointment or bought, it is in Leads or the Pipeline. Everything else of value lands here — a question, a request to be rung back by a particular person, a complaint, feedback.
Guest Relations is the surface that stops good calls falling through the gap between "sale" and "nothing".
In this guide
- What qualifies as a case
- Getting to the page
- The stat strip
- Categories
- Needs attention
- Working a case
- The case detail panel
- Do Not Call
- Exporting
- Troubleshooting
1. What qualifies as a case
A call becomes a Guest Relations case once it has been analysed and produced no lead, no appointment and no sale — but still contained something worth acting on.
Cases are created automatically. Nobody files one by hand.
2. Getting to the page
Click Guest Relations in the CRM section, at /client/guest-relations. The header carries an Export CSV action.
3. The stat strip
| Stat | Counts |
|---|---|
| Total Cases | Every case. |
| Open | Not yet resolved. |
| Callbacks | Callback requests. |
| Inquiries | General questions. |
| Do Not Call | Numbers on the do-not-call list. |
4. Categories
| Category | What it is |
|---|---|
| General Inquiry | A question about what you do. |
| Callback Request | They asked to be rung back — often by a specific person. |
| Info Request | They want something sent. |
| Complaint | Something went wrong. |
| Feedback | Unprompted commentary, good or bad. |
| Not Interested | A clear no, worth recording. |
| Other | Anything else. |
Filter by category, by priority, or to Open only. Search matches the caller's name, their number, or what they actually said.
5. Needs attention
The Needs attention view is the one to work first. It surfaces:
- Complaints
- Anything with a safety or legal edge
- Negative-sentiment calls
- Callbacks nobody has picked up yet
6. Working a case
Each case supports:
- Call Back — dial the caller.
- View Full Call — open the recording and transcript in Conversations.
- Mark Resolved / In Progress / Reopen
- Remove
Status changes are recorded, so the history of who handled what survives.
7. The case detail panel
| Section | What it holds |
|---|---|
| Contact Details | Name, phone, email. |
| Why they called | The reason, in plain words. |
| What they wanted | The specific ask. |
| Call Analysis | Sentiment, emotional state, call type and outcome. |
| Key Insights | Concerns, objections and requests pulled from the call. |
| AI Recommendations | A suggested action for this case. |
The AI recommendation is a suggestion, not an instruction — the transcript is one click away.
8. Do Not Call
Mark a caller Do Not Call directly from a case. This adds the number to the suppression register, so no campaign dials it again, and shows on the caller's profile.
The Do Not Call tab lists every entry, and an entry can be removed if it was added in error.
9. Exporting
Export CSV downloads the current view with its filters applied.
10. Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| "No guest relations cases found" | Cases are created only from analysed calls that produced no lead | This is a good sign, not a fault |
| A case should have been a lead | Lead qualification did not fire | Use Convert to Lead from the case, and check the criteria |
| Callbacks appear here and in the Callbacks page | Different things — this is a case, the Callbacks page is the scheduled dial | Both are correct |
| Marked Do Not Call but they were called again | The campaign was already queued | Suppression takes effect for new dials |
Related guides
- Leads — calls that did become leads
- Callbacks — the scheduled dial-back
- Conversations & Recordings — the calls behind each case
- Reputation — turning good feedback into public reviews