- In relationship sales (real estate, cars, B2B) customers want the same person every time.
- Every CRM customer has an owner; each rep sees only their own customers, or their team's or everyone's by permission.
- A WhatsApp chat from an owned customer goes straight to the owner, and their call rings the owner's extension first.
- After calls an automatic WhatsApp message goes out from the extension, and calls create or link contacts automatically.
A buyer agrees a viewing with an agent, then calls the main number two days later and gets a colleague who knows nothing. That is what a sticky agent setup prevents: the customer goes back to their owner on calls and WhatsApp. In Klamna this is customer ownership and owner-first routing.
When you need it
- Real estate brokerage, see real estate CRM.
- Car showrooms and financing.
- B2B sales with an account manager per company.
- Private clinics and services with a coordinator per client.
New customers can still be shared out, as in lead distribution; existing customers go back to their owner.
Every customer has an owner
In the CRM every contact and lead has an owner. Without extra permission a rep sees only their own customers; the team permission shows the team's customers and the all permission shows everyone's. Imports become the importer's, and customers already owned by someone else are skipped with a clear message.
WhatsApp: owner first
Turn on "the customer's owner first" on the WhatsApp channel. A chat from an owned customer then goes straight to the owner, without the bot. The owner comes from the contact, or from an open lead with the same number. New customers follow the normal bot or team routing.
Calls: ring the owner first
The admin routes the inbound number through a dynamic destination with the CRM rule "customer owner". Calls from owned customers, including open leads, ring the owner's extension first; new callers go to the IVR or queue as usual.
After the call
Turn on a WhatsApp message after calls per extension, and every call creates or links the contact automatically. It all works with CRM for sales teams and on the iPhone and Android apps.
Frequently asked questions
What is a sticky agent?
The customer is routed back to the same responsible employee every time they call or write, instead of to any free agent.
Can reps see colleagues' customers?
No, only their own, unless they have the team or all permission.
Does owner-first calling work for leads too?
Yes, the "customer owner" rule also covers open leads with the same number.
How do I turn it on for calls?
Route the inbound number through a dynamic destination with the "customer owner" rule; our well-equipped team can help you set it up.
Want every customer back with their own rep on calls and WhatsApp? Talk to us and our well-equipped team will show you the platform on your own workflow, or sign up now, build your own package and see the price before you pay.