The Create or Update Card capability allows an AI agent to automatically create or update cards based on information collected during a phone call. This helps ensure important conversations—such as leasing inquiries or service requests—are captured directly in your workflow.
When enabled, the AI agent will create a card on a specified board and populate fields with information collected from the caller.
How the Capability Works
When this capability is enabled:
- The AI agent can create a card on a selected board.
- The system will follow the board’s deduplication rules.
- If a matching card already exists, the system will update the existing card instead of creating a new one.
Matching occurs based on the contact name and phone number.
The card will only populate fields if the AI agent collected that information during the conversation.
Configure the Create or Update Card Capability
To enable this capability:
- Navigate to your AI Agent configuration.
- Go to Capabilities.
- Enable Create or Update Card.
- Select the Board where cards should be created.
- Select the Stage where new cards should appear.
Once enabled, any card created by the AI agent will appear in the selected board and stage.
Understanding Board Deduplication Rules
The AI agent follows the deduplication settings configured on the board.
Common examples include:
- One card per contact
- One card per contact at a location
These settings determine whether the AI agent creates a new card or updates an existing one.
This configuration is especially important for workflows like renter leads, where duplicate cards could impact lead tracking.
Tip: Review and confirm your board’s deduplication settings before enabling this capability.
Configuring AI Data Collection
You can control what information the AI agent collects during calls.
To configure this:
- Open your AI Agent configuration.
- Navigate to Data Collection Settings.
- Enable Custom Data Collection.
- Toggle on the fields you want the AI agent to collect.
When the AI agent gathers this information during a call, it will automatically populate the matching fields on the card.
Automatic Field Creation
If the AI agent collects information for a field that does not yet exist on the board, the system will automatically create the field on the board and populate it with the collected data.
Recommended Setup
As a best practice, consider creating a dedicated stage on your board for AI-generated cards.
For example:
- AI Leads
- AI Call Intake
- AI Requests
This allows your team to easily:
- Filter cards created by the AI agent
- Review incoming requests
- Monitor AI interactions
Call Summary and Transcript
Each card created by the AI agent will include additional information about the call.
Under the Related section of the card, you will find:
- A summary of the call
- The full call transcript
This allows your team to quickly review what the caller requested without needing to listen to the entire call.
Important Limitations
There are a few important things to understand when using this capability.
AI Agents Only Populate Collected Data
Cards will only include fields for information the AI agent successfully collected during the call.
If the caller did not provide certain details, those fields will remain blank.
Knowledge Does Not Control Actions
The Knowledge section in the AI agent configuration is only used to provide information for the AI agent to reference during conversations.
Examples of helpful knowledge include:
- Leasing processes
- Maintenance request procedures
- Expected response times
The knowledge section cannot instruct the AI agent on how to fill out fields or control card actions.
Capabilities—such as Create or Update Card—are configured separately and determine what actions the AI agent can perform.
Providing Feedback
We are continuously improving AI capabilities and welcome feedback.
You can share suggestions by:
- Submitting a request in Feature Requests in the community
- Emailing help@getapplied.com
Your feedback helps us improve automation and AI functionality.