Create or update cards with an AI agent

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.

When this capability is enabled:

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.

To enable this capability:

Once enabled, any card created by the AI agent will appear in the selected board and stage.

The AI agent follows the deduplication settings configured on the board.

Common examples include:

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.

You can control what information the AI agent collects during calls.

To configure this:

When the AI agent gathers this information during a call, it will automatically populate the matching fields on the card.

Data collection fields can map to Address fields on the board. Addresses collected through SMS, email, or voice are geocoded automatically.

Map the collected address to the intended Address field, then review the resulting card to confirm that the address was captured correctly. For example, keep a caller’s mailing address separate from the address of a property they want to tour.

After a voice call, card creation adds the caller to every Person or Persons field whose contact-type filter matches the caller. It is no longer limited to one fixed contact field.

Review the contact-type filters on your board’s person fields before using this workflow. If several fields accept the caller’s contact type, the caller can appear in all of them.

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.

As a best practice, consider creating a dedicated stage on your board for AI-generated cards.

For example:

This allows your team to easily:

Each card created by the AI agent will include additional information about the call.

Under the Related section of the card, you will find:

This allows your team to quickly review what the caller requested without needing to listen to the entire call.

There are a few important things to understand when using this capability.

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.

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:

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.

We are continuously improving AI capabilities and welcome feedback.

You can share suggestions by:

Your feedback helps us improve automation and AI functionality.