Accounts

Overview

The DOLU.ai Accounts module is your central hub for managing company and organization records across your CRM. Each account represents a business entity — a client company, a partner, a vendor, or a prospect organization. Accounts serve as the parent record that ties together multiple contacts (employees at that company), active deals in your pipeline, support tickets, conversation history, and invoices. By maintaining well-organized account records, your sales and support teams gain a 360-degree view of every business relationship.

Unlike simple contact lists, the Accounts module captures organizational hierarchy, billing details, industry classification, and engagement scoring. When your AI Agent interacts with someone from a known account, DOLU.ai automatically enriches the conversation context with that account's history, open deals, and past support tickets — enabling smarter, more personalized responses.

How to Access

Dashboard → Left Menu → CRM → Accounts

You can also reach a specific account from:

• A contact's detail page (click the linked company name)
• A deal's detail page (click the associated account)
• The global search bar (type the company name)

Key Features

Account Records

• Company profile: Store company name, industry, website, phone, email, tax ID, and logo
• Custom fields: Add unlimited custom fields (text, number, date, dropdown, checkbox) specific to your business needs
• Account owner: Assign a team member as the primary relationship manager
• Account type: Classify as Customer, Prospect, Partner, Vendor, or a custom type
• Tags and labels: Apply color-coded tags for quick visual filtering
• Account scoring: Automatic engagement score based on interactions, deal activity, and response rates

Linked Records

• Contacts: View and manage all people associated with this company — each contact inherits the account context
• Deals: See every deal in your pipeline tied to this account, with stage and value summaries
• Conversations: Unified timeline of all messages across WhatsApp, Instagram, Telegram, Email, SMS, and Web Widget
• Support tickets: Open and resolved tickets filed by anyone at this account
• Quotes: Proposals and quotes sent to this organization
• Activity log: Every interaction, note, call, meeting, and change — in chronological order

List and Table View

• Column customization: Choose which fields appear as columns and drag to reorder
• Saved views: Create and save filtered views (e.g., "Enterprise Clients", "Churning Accounts")
• Bulk actions: Select multiple accounts to assign owners, update tags, merge duplicates, or export
• Inline editing: Click any cell in the table to edit without opening the full record
• Pagination and infinite scroll: Handle thousands of accounts smoothly

Step-by-Step Usage

Creating a New Account

1. Navigate to Dashboard → Left Menu → CRM → Accounts.
2. Click the "+ New Account" button in the top-right corner.
3. Fill in the required fields:
   • Company Name (required)
   • Industry (select from the list or type a custom value)
   • Website (optional but recommended for AI enrichment)
   • Phone and Email
4. Assign an Account Owner from your team.
5. Set the Account Type (Customer, Prospect, Partner, Vendor).
6. Add any relevant Tags for categorization.
7. Click Save.

Linking Contacts to an Account

1. Open the account detail page.
2. Scroll to the Contacts tab.
3. Click "+ Add Contact" to create a new contact linked to this account, or click "Link Existing" to associate a contact already in your CRM.
4. Set the contact's role at the company (e.g., Decision Maker, Technical Lead, Billing Contact).

Tracking Deals on an Account

1. From the account detail page, go to the Deals tab.
2. View all associated deals with their current pipeline stage, expected value, and close date.
3. Click "+ New Deal" to create a deal pre-linked to this account.
4. The account's total pipeline value and won revenue are calculated automatically in the account summary header.

Merging Duplicate Accounts

1. From the accounts list, select two or more duplicate records using the checkboxes.
2. Click "Merge" from the bulk actions toolbar.
3. Choose which record becomes the primary (surviving) account.
4. Review the field-by-field merge preview — select which values to keep.
5. Confirm the merge. All linked contacts, deals, tickets, and conversations transfer to the surviving account.

Use Cases

Healthcare Clinics

A medical supplies distributor uses Accounts to represent each hospital and clinic. Contacts are the procurement officers and department heads. Deals track supply contracts. The AI Agent recognizes incoming WhatsApp messages from clinic staff and pulls up the account's order history to provide instant answers about delivery schedules.

Restaurants and Food Service

A restaurant chain management company creates an account for each franchise location. Linked contacts include the franchise owner, kitchen manager, and marketing lead. Deals represent catering contracts. Campaign messages are sent to all franchise accounts segmented by region.

E-Commerce and Retail

An online marketplace vendor uses Accounts for their B2B wholesale clients. Each account shows purchase history, outstanding invoices, and support tickets about order issues. The Salesbot triggers automated follow-up sequences when an account has not placed an order in 30 days.

Real Estate

A property management firm creates an account for each property or building. Contacts are tenants, owners, and maintenance contractors. Deals represent lease agreements. Support tickets track maintenance requests linked to the property account.

Tips & Best Practices

Keep Accounts Clean

Schedule a monthly review to merge duplicates and archive inactive accounts. Use the "Last Activity" column to sort and identify stale records that need attention.

Use Account Hierarchy

For enterprise clients with multiple divisions, create a parent account for the headquarters and child accounts for each division. This preserves a unified view while allowing per-division tracking.

Leverage AI Enrichment

Add the company website URL when creating an account. DOLU.ai's AI can use this to enrich the account profile with industry data, company size estimates, and social links during knowledge sync.

Set Up Automation

Use the Salesbot module to build workflows triggered by account events — for example, automatically notify the account owner when a new support ticket is filed by anyone at that account.

Troubleshooting

Account details not saving

• Ensure all required fields (Company Name) are filled in before saving.
• Check that you have the "Edit Accounts" permission assigned to your role in Settings → Team → Roles.
• If custom fields fail to save, verify the field type matches the data entered (e.g., numbers in number fields).

Duplicate accounts appearing

• Use the Merge feature to consolidate duplicates.
• Enable the "Duplicate Detection" setting in Settings → CRM → Data Quality to get warned when creating an account with a name similar to an existing one.

Contacts not appearing under an account

• Verify the contact is linked to the correct account on the contact's detail page.
• Check that you have permission to view contacts in that account's scope.
• Try refreshing the page or clearing your browser cache.

Conversations not showing in the account timeline

• Conversations are matched to accounts through the linked contacts. Ensure the contact who had the conversation is properly linked to the account.
• If a conversation came from an unknown number/email, first link it to a contact, then link the contact to the account.

FAQ

Q: Can I import accounts from a CSV file? A: Yes. Go to Accounts → Import and upload your CSV. You will be prompted to map columns to DOLU.ai fields. Duplicate detection runs automatically during import.

Q: How many accounts can I have? A: Account limits depend on your subscription plan. Check Settings → Billing for your current usage and limits.

Q: Can I assign multiple owners to one account? A: Each account has one primary owner, but you can add additional team members as "followers" who receive notifications about account activity.

Q: Do accounts sync with external CRMs? A: DOLU.ai supports data import/export via CSV. Direct integrations with third-party CRMs are on the roadmap.

Q: What happens when I delete an account? A: Deleted accounts are moved to the recycle bin for 30 days. Linked contacts are not deleted but become unlinked. Deals and tickets remain but lose their account association. You can restore the account within 30 days to re-establish all links.

Q: Can the AI Agent access account data during conversations? A: Yes. When a customer messages from a known contact linked to an account, the AI Agent sees the full account context — recent deals, open tickets, and notes — allowing it to provide informed, personalized responses.