How People91 works

Setup & team roles

Before any calling or campaigns happen, a Super Admin sets up the team, connects the channels you'll use, and defines when calling is legally allowed.

1. 1

   Sign in with your admin email and password — every login also requires a 6-digit code emailed to you, for security. Check "Trust this device" to skip the code on that device for 30 days.

2. 2

   Go to Users & Teams to add your telecallers, managers, and other staff, and assign each one a role — Super Admin, Admin, Manager, Team Leader, Telecaller, Sales Executive, Finance/Operations, or Read-only/Auditor. Each role only sees and does what it needs to.

3. 3

   Under Telephony Settings, connect a cloud telephony provider (Exotel, Twilio, Knowlarity, Ozonetel, or Airtel IQ) so agents can place calls from the CRM — Ring-back rings the agent's own phone first, or Browser Calling (Twilio only) lets them talk straight through their computer.

4. 4

   Under WhatsApp Settings, SMS & RCS Settings, and Email Settings, connect the channels you plan to run campaigns on — each needs its own provider account and API credentials.

5. 5

   Under Business Hours, set the legal calling window (default 9 AM–9 PM) — outbound calls are automatically blocked outside it, as required by TRAI regulations.

Adding & managing leads

Bring leads in one at a time or by the thousand — every number is checked against the Do Not Call registry before it's ever dialed.

1. 1

   Add a single lead directly from the Leads page, or use Bulk Import to upload a CSV of any size.

2. 2

   Bulk Import shows a preview before anything is saved — total rows, duplicates found, and how many numbers are flagged on the DND/NDNC registry.

3. 3

   Choose to exclude DND-flagged numbers entirely, or import them tagged as do-not-call — tagged leads are blocked from outbound calling unless a Manager or above explicitly overrides it.

4. 4

   Organize leads with Tags and Custom Fields (built by an Admin under Custom Fields to capture anything specific to your business), and save frequently-used filters as a Saved View so you don't rebuild them every time.

5. 5

   Set up Allocation Rules so new leads are automatically assigned to the right telecaller or team the moment they come in, instead of sitting unassigned.

Found two records for the same person? Use the merge tool on the Leads page (select two rows, then Merge) to combine their activity history into one record.

Calling & logging outcomes

Every call — however it was placed — ends the same way: pick a disposition, add notes, and optionally schedule the next follow-up.

1. 1

   Open a lead and click "Call via Cloud" (or "Call via Browser" if your admin has enabled Browser Calling) — the system places the call for you and records it automatically.

2. 2

   If your organization hasn't connected a telephony provider, or you simply dialed the number yourself, use "Log a Call" instead to record the outcome after the fact.

3. 3

   Pick a disposition — grouped as Administrative (invalid/duplicate/DNC), Connected (interested, callback, qualified, etc.), or Unconnected (no answer, busy, switched off) — add notes, and set a follow-up date if one is needed.

4. 4

   Calls awaiting an outcome (including inbound calls that just came in) show up as "Log This Call" — nothing sits unresolved without you seeing it.

5. 5

   Need to call a DND-flagged number anyway? A Manager, Admin, or Super Admin can check "Override DND and call anyway" — this is logged for the compliance report.

Sales pipeline & quotations

Turn a qualified lead into a tracked opportunity, send a formal quotation, and watch it move through your stages to won or lost.

1. 1

   From a lead's page, create an Opportunity with a title and value — it starts in your first pipeline stage.

2. 2

   Open Pipeline to see every open opportunity as a board across your stages — drag or update status as deals progress.

3. 3

   An Admin can customize the stage names and order under pipeline settings to match how your team actually sells.

4. 4

   From an opportunity, create a Quotation — each revision is versioned, so you always have a record of what was sent and when.

5. 5

   Mark the opportunity Won or Lost when it's decided — this feeds straight into your Targets and Reports.

WhatsApp, SMS & email campaigns

Reach a whole segment of leads at once across WhatsApp, SMS/RCS, or email — and still track every send against the individual contact record.

1. 1

   Go to Campaigns and choose a channel — Call, SMS, RCS, WhatsApp, or Email.

2. 2

   Build your audience from an existing saved view, tag, or a fresh filter — the campaign only ever includes leads that match.

3. 3

   For SMS/RCS you must use a pre-approved DLT template (required by Indian telecom regulation); for WhatsApp and Email you can use saved templates or write fresh copy.

4. 4

   Send the campaign — each recipient's send status is tracked and shows up on their own lead timeline, so a telecaller can see exactly what that person already received.

5. 5

   You can also message a single lead directly from their page under "Send a Message" without building a whole campaign.

Targets & leaderboard

Set measurable goals per agent or team and see how everyone is tracking against them in real time.

1. 1

   Under Targets, an Admin or Manager sets a goal (e.g. calls made, opportunities won, revenue) for a person or team over a time period.

2. 2

   Progress updates automatically as calls are logged and opportunities are won — no manual entry required.

3. 3

   The leaderboard ranks agents by achievement so performance is visible to the whole team, not just management.

Workflow automation

Configure rules that react automatically to things happening in the CRM — no code, just trigger → condition → action.

1. 1

   Go to Automation and click to create a new rule.

2. 2

   Pick a trigger — for example, a call disposition being set, a lead being created, or an opportunity changing stage.

3. 3

   Add a condition to narrow when it fires (e.g. only for a specific disposition or lead source).

4. 4

   Choose the action — create a follow-up task, reassign the lead, send a notification, or similar.

5. 5

   Save and activate the rule — it now runs automatically every time the trigger condition is met, for every relevant lead.

Reports & dashboards

Real-time numbers, not a weekly export — the Dashboard gives every agent their own snapshot, and Reports gives management the full picture.

1. 1

   The Dashboard (home screen after login) shows each agent their assigned leads, overdue and today's follow-ups, and DND-blocked leads at a glance.

2. 2

   Open Reports for the full picture across six tabs — Sales & Pipeline, Sales by Executive, Connection Rate, Complaints Trend, Field Visit Duration, and Compliance.

3. 3

   The Compliance tab specifically shows DND-override usage — which calls were made to a flagged number and who authorized it.

Field visit check-in/out

When an agent visits a lead in person, the CRM captures where and when — a single GPS point at check-in and check-out, not continuous tracking.

1. 1

   From the mobile app's Field tab, tap Check In when you arrive — your current location and time are recorded.

2. 2

   Tap Check Out when you leave — the visit duration is calculated and shows up on the Field Visits page and in Reports.

3. 3

   Visits are tied to the lead they were made for, so the full visit history appears right on that lead's timeline.

Logging & resolving complaints

A dedicated queue so a customer complaint never gets lost in a lead's general activity notes.

1. 1

   From a lead's page, click "Log a Complaint" and describe the issue — it gets a unique complaint number automatically.

2. 2

   The complaint appears on the Complaints page with a status of Open, In Progress, Resolved, or Closed.

3. 3

   Update the status as you work it, and it's marked resolved once closed out — the Reports > Complaints Trend tab shows how these are trending over time.

The mobile app

A companion Android app for the same core workflow — quick calling, leads, dashboard, and field visits — from a phone instead of a desktop.

1. 1

   Download the app from the link in this site's footer and install it (you'll need to allow installs from outside the Play Store).

2. 2

   Log in with the same email, password, and OTP as the web app — your session stays signed in on that device.

3. 3

   Use Quick Call to dial a number directly or pick from your phone contacts — it automatically matches or creates the lead and checks DND before dialing.

4. 4

   Dashboard, Leads, and Field check-in/out all work the same way as on web, just built for a phone screen.

Compliance & security

The things that keep you on the right side of TRAI and data-protection rules happen automatically, in the background, on every call.

1. 1

   Every number is checked against the DND/NDNC registry before it can be dialed — flagged numbers are blocked unless explicitly overridden by an authorized role.

2. 2

   Outbound calls are only permitted inside the legal calling window your Admin configured under Business Hours.

3. 3

   Every account and data action is captured in the Audit Log, so there's a record of who did what and when.

4. 4

   Your data lives on a dedicated instance — never shared with other People91 customers.