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Calls and AI in Fulcrum CRM

Call contacts through Lyre from Fulcrum CRM, let an AI voice agent make consented calls, work with your AI Pal, and connect your own AI tools with an MCP token.

Fulcrum CRM is built for people and AI agents working on the same records. You can ring a contact through Lyre, have a voice agent call them for you, and ask your AI Pal to do CRM work on your behalf. You can also connect your own AI tools securely. The AI BDR agents page describes the outbound prospecting side.

Call contacts through Lyre

  1. An administrator connects Lyre on the Lyre telephony card in Settings → Integrations. They select Sync, then assign phone numbers to people or AI agents.
  2. To call, open a contact and press Call. The button only appears once you're set up to call.
  3. If you'd like Lyre to ring your own phone first and then connect you, add your mobile number in Settings → Profile & Security.

Every call is logged on the contact's timeline. To set up agents, numbers and campaigns in Lyre itself, see the Lyre guides.

Have an AI voice agent call a contact

On a contact's page, Call with AI Agent has a voice agent make the call. It's only available when the contact has agreed to AI calls; this is recorded under AI Call Consent. The agent's call is logged on the timeline like any other. Read the Lyre compliance guide before calling at scale.

AI Agents

AI Agents in the sidebar is where your workspace's agents are built and managed. The tabs are Builder, All Agents, Providers, AI Pals, Pal Chat and Conversations. Voice agents can make and answer calls. Agents can own contacts and be assigned tasks, just like people.

Your AI Pal

An AI Pal is a personal assistant that works for one person. Administrators create Pals under AI Agents → AI Pals. They can switch on CRM access and choose what the Pal may do. A Pal acts as its owner and can never do more than its owner can.

  • Chat with your Pal by tapping its picture, or open Pal Chat.
  • If a Pal seems stuck, an administrator can select Restart. Duplicate copies a Pal's set-up for someone else.

Connect your own AI tools (MCP)

Fulcrum CRM includes an MCP server, so AI tools that support the Model Context Protocol can read and update your CRM. They only get the access you allow.

  1. Go to Settings → Connected Apps and select New MCP token.
  2. Choose the Scopes, which are the parts of the CRM the tool can use, and select Create token.
  3. Copy the token straight away. It's only shown once.
  4. In your AI tool, add your workspace's /api/mcp address as the MCP server and send the token as a bearer token.
  5. Check Settings → MCP Tool Logs to see the calls the tool makes.

Use Revoke to cut a tool off, or Rotate to issue a fresh token. By default only owners and admins can manage MCP tokens. Give each tool the narrowest scopes it needs.

The same agent-native approach runs across the whole fleet. The agent-native CRM article explains the thinking, and Fulcrum Cortex integrations lists the tools the agents already work with.

Give an AI action a bounded objective

Specify the contact, reason for the call, facts it may rely on and the result you expect. Check the consent state and chosen agent before starting. After the call, compare the transcript, summary and activity on the intended contact. Ask for human review where an answer could create a commitment.

When a tool is unavailable

Check the organisation, connected account, module access, role and service credits. A visible assistant does not mean every connected action is permitted. MCP tools use their configured credentials and scope; do not broaden them or paste a token into chat simply to clear an error.

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