> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ekho.com/llms.txt
> Use this file to discover all available pages before exploring further.
# CRM overview
> Every lead Ekho captures, in one pipeline your team can work.
Ekho captures leads across the whole buyer journey, not just from the Sales Agent. They all land in the **CRM** section of your Admin Portal, in a Kanban board or a table.
## Where leads come from
| Type | Created when | Pipeline |
| --------------------------- | ---------------------------------------------------------------------------------------------------- | -------------- |
| **Conversation** | A buyer talks to your AI Sales Agent and shares contact details | Inbound |
| **Inquiry** | A buyer asks about a listing. Works on **all** inventory, including units not set up for online sale | Inbound |
| **In-person purchase** | A buyer asks to buy at the dealership rather than online | Digital Retail |
| **Abandoned cart** | A buyer enters their email in checkout, then leaves | Digital Retail |
| **Abandoned preorder cart** | A buyer starts a reservation or deposit and does not finish | Digital Retail |
| **Pre-qualification** | A buyer submits a pre-qual to check financing | Digital Retail |
| **Financing rejection** | A buyer is declined by all lenders, or declines an offer | Digital Retail |
Each type is colour-coded in both views so you can tell at a glance where a lead came from.
## Two pipelines
* **Inbound** — buyers who reached out to you. Conversations and inquiries.
* **Digital Retail** — buyers who were already in a purchase flow. Abandoned carts, in-person requests, pre-quals, financing rejections.
The distinction matters because the two need different follow-up. An abandoned cart is much further along than a first inquiry.
Within a pipeline, leads move through stages. Drag them on the Kanban board or change the stage from the lead's drawer.
## Which product creates what
Every source is generated by exactly one product:
* **Transaction Engine** → in-person purchase, inquiry, abandoned cart, financing rejection, abandoned preorder cart, pre-qualification
* **AI Sales Agent** → conversation
If you do not have a product, the sources it creates appear **disabled** rather than hidden, with a tooltip saying which product is needed. Any selections you had saved are preserved, so enabling the product later restores your configuration.
What data each source collects.
Assign leads automatically and escalate stale ones.