CRM and tasks

08.1What does a conversation with the agent create?

From every conversation Kolio always stores a conversation record with a transcript; a contact and a task are created by the agent only when the content of the conversation or your instructions call for it — nothing is created automatically “just in case”.

• A contact is not created automatically from the caller’s number. The agent stores it with the ustvari_kontakt tool (first name, last name, phone, email, company, note — all optional) or when booking an appointment with ustvari_termin. It first looks for an existing contact by phone number, then by email, and does not create duplicates.
• A task is created with the ustvari_nalogo tool when the agent cannot finish the matter itself: a callback, a complaint, a special request, a failed booking. The task gets a title and description, status New, source “agent” and the author bot in its timeline; it gets an assignee only if a default task recipient is chosen in Settings → Agent, otherwise it stays unassigned.
• What the agent may do is defined in AI agents → Agent instructions — e.g. “on every inquiry save the contact and create a task for sales” (see Agent instructions).
• Conversations from the Call simulator and Web simulator are not stored; contacts, tasks and appointments the agent creates in them are real, however.

08.2How do contacts work?

A contact in Kolio is a customer with a name, phone and email to which conversations, appointments, emails and notes are attached. Working with contacts requires the kontakti permission (CRM → Contacts).

• Search in the list covers first name, last name, email, phone (normalised as well) and company; the list loads 10 at a time with Load more.
• Notes are dated entries with an author (a member, or api:key name for integrations); the interface currently does not support attachments on notes.
• There is no merging of two contacts; duplicates are prevented by phone and email matching when creating from a conversation and in the agent tools, while a manually entered contact is not checked.
• Delete from the contact card removes the contact and its notes; conversations, appointments, tasks and email remain without a contact. For a deletion requested by the customer use the GDPR path (below), which also deletes attachments.

08.3Who gets a task and how does the team manage it?

A task in Kolio is a work item for your team with a title, description, status, priority from 0 to 3, due date, assignee and a timeline of all changes. A new task from a conversation is unassigned, unless you chose a default task recipient in Settings → Agent — then they get it and are notified.

• Who gets it: a task from the agent or the API is “unassigned” and visible to every member with the naloge permission in CRM → Tasks. Set a default recipient in Settings → Agent → Default task recipient (must be an active member; if they no longer are, tasks are unassigned again); otherwise the team assigns it with the Assign to field. The task window has an Open conversation link to the originating call or chat. The assignee must be a member of your account (the email is validated).
• Notification: on assignment Kolio emails the assignee “New task: …” — if the member is active, did not assign the task to themselves, and has task-assignment notifications enabled in their profile. An unassigned task sends no notification.
• Statuses: New → In progress → Waiting → Completed → Archived; change them in the row selector or in the task window. Filter the list by status and with the My tasks/All tasks toggle; it is sorted by priority, due date and creation time.
• Priority: 0 (none) to 3 stars; there are no named levels.
• Source: “agent” (agent tool), “admin” (the team, including the Add task button in Conversations, which prefills the task from the summary) or “API”.
• Tasks cannot be deleted in the interface — archive completed ones. Deletion is possible via the REST API and MCP (tasks:write).

08.4Where do I see all appointments?

CRM → Appointments lists every appointment of the company — those the agent booked by phone or chat, those from online booking or the API, and those the team entered by hand. The calendar (CRM → Calendar) is for the day-by-day view and moving; the list is for searching, filtering and quick status changes.

• Source shows where an appointment came from: call, web chat, online booking, internal (team) or API.
• Quick actions in the row: confirm, completed, no-show, cancel; the row opens the appointment in the calendar.
• New appointment opens the calendar with the form; if the appointment is outside the location's opening hours or the member's availability, Kolio warns and asks whether to save anyway — only the team may do that, the agent and online booking never create such appointments.
• The list loads 50 rows at a time ("Load more"); users without the Appointments permission do not see it.

08.5Where do I see all conversations?

The Conversations page (klicni-center permission) brings phone calls, website chats and email together in one list with shared search and filters; from any conversation you can directly create a contact, a task or an appointment.

• Filters: by kind (Phone, Web, Email, All), Unread only, search by name, number, subject and the text of transcript and summary; 10/20/50 per page.
• Customers only / All mail: bulk messages (newsletters, system notices, auto-replies), which Kolio flags on receipt from the message headers, are hidden by default. All mail shows them.
• Threads: calls from the same number are grouped into one thread, a session ends after 30 minutes of silence; email is grouped by contact, and without a contact by the other party’s address.
• Badges in the list: Contact, Appointment, Task, AI draft.
• Conversation panel: transcript by role, for calls a summary (Interest, Service, Recommended task, Collected data) and duration; buttons Call (softphone), Open contact / Add contact, Add to calendar, Add task; for email Reply, Draft with AI, Send.
• Kolio does not store audio recordings of calls — the transcript is kept.

08.6Which attachments does Kolio accept?

Kolio accepts attachments in email, task comments and website chat; every file is content-checked and only PNG, JPEG, WebP and GIF images and PDF documents are accepted.

• Downloads always go through /api/files/[id]?tenant=… with a membership and permission check (klicni-center, naloge or kontakti depending on the kind); the direct storage link never leaves the server.
• A PDF is always downloaded as a file (not opened in the browser); images have a thumbnail.
• Attachments not attached to any message within 24 hours (e.g. an abandoned draft) are cleaned up automatically.

08.7How do I export or delete a customer’s data (GDPR)?

Kolio offers a JSON export of the account’s data, permanent cascading deletion of a contact, and automatic retention with a deletion period for transcripts; all three live on Settings → GDPR & privacy (nastavitve permission).

Data export

The Export (JSON) button in the Data export section downloads a file with the contacts, appointments and conversations of the whole account (tenantId, exportedAt, contacts, bookings, conversations). Tasks, notes and email are currently not included in this export; export email from Conversations and tasks via the API (tasks:read).

Data retention

Automatic cleanup runs in the background once a day and deletes conversation transcripts older than your plan’s retention period and the audit log older than 730 days. You can trigger the same cleanup manually with Run cleanup and your own values for Transcripts (days) and Audit log (days).

08.8Limits and what happens when …

The Kolio CRM is deliberately simple: one account, one contact table, no pipelines and no automatic record creation — the list below covers the limits you meet first.

• There is no CSV export of contacts; the GDPR JSON export and the REST API (contacts:read) are available, see API.
• Tasks have no kanban board — only a filtered list.
• The contact card shows the last 20 linked calls.
• The task list shows up to 300 tasks for the current filter.
• CRM access for integrations is limited by the key scopes contacts:* and tasks:*, which never exceed the permissions of the member who issued the key.