One system for customer conversations and the deals that follow.
Sundial is a set of connected modules. These modules work together to turn the unstructured flow of customer communication into a managed list of targeted actions that feed your pipeline. Respond to what matters faster and more accurately to close more deals and increase customer satisfaction at the same time.
Contacts & accounts
One record per person, linked to household or company accounts. Calls, messages, deals and appointments on one timeline.
Import · Groups · Merge · ConsentContact center
Inbound queues, phone menus, outbound campaigns and a browser softphone, with live supervision.
Queues · IVR · Campaigns · SoftphoneCampaigns
Paced call, text and email sequences over a contact group, with consent and calling-hour checks on every touch.
Audiences · Pacing · Pause on replyUnified inbox
Email, SMS, WhatsApp, web chat, voice and video in one triage queue, with AI summaries and SLA clocks.
6 channels · Triage · LeadsAI voice agents
Inbound and outbound full-duplex agents that answer from your documents, with configurable capture, tool packs and transfer to a person.
Full-duplex · Knowledge · TransferAutomations
Start from any CRM event and run a sequence of sends, waits, conditions, calls and deal actions.
Custom workflows · Dry run · HistoryAppointments & work queue
Callbacks, voicemails, follow-ups, tasks and bookings in one queue with a single rule for what is due now.
Calendar · Tasks · Follow-upsDeals & Deal Desk
Configurable pipelines with exit gates, quoting, customer payments and a desk that recalculates as you type.
Pipelines · Gates · Quotes · PaymentsRevOps & Insights
Cohort funnel reports, deterministic attribution, and a summary of what customers are asking about. Coaching hints become tasks a manager can assign.
7 reports · Attribution · ThemesKnowledge base
Upload files or ingest URLs, organize them into topics. Allow agents access to all or just a subset.
Hybrid retrieval · TopicsTeams & workforce
Rosters, skills, agent states, wrap-up timers and a two-scope permission model. Role-based access controls.
Skills · States · RBACMobile & desktop app
Installs from the browser on iPhone, Android and desktop, no app store. Push notifications for assigned tasks, due follow-ups, unconfirmed appointments, SLA breaches and new messages.
PWA · Push · Auto-updateA contact database designed for outreach.
One authoritative record per customer. Start a conversation on any channel, any time. Inbound and outbound activity lands on the record, beside the deal.
- Import from CSV, Google or Microsoft; link to HubSpot records while keeping Sundial's own fields
- Build a group by describing it in plain English, review the preview, and save; saved groups can be re-run
- Duplicates are listed with evidence and merged side by side; a merge can be undone
- Search by name, number, email, deal or patient from one box
- Consent, DNC status and calling window are visible on the record before anyone dials
- Visibility follows role and team: reps see their own book, managers see everything
Inbound and outbound calling with supervisor controls.
Queues, routing and campaigns are built for teams that spend the day on the phone.
Inbound queues
Round-robin, ring-all and longest-idle. Per-member priorities and weights. Overflow to voicemail, an external number, or one of your AI agents. Hold music, wait thresholds and queue size limits.
Phone menus (IVR)
Named menus that several lines can share. Business-hours routing, nested menus, skills, and greetings by text or uploaded audio. Every configuration is versioned: build a new menu on a test number, then push it to production with one click.
Outbound campaigns
Paced dialing and messaging over a contact group, with scripts, dispositions and progress tracking. Campaigns in detail →
Browser softphone
Call from any screen. Warm transfer, conference, notes, recording and transcript on every call.
Live supervision
See each waiting caller's time on hold, time with the AI, and the menu path they took. Pick a caller from the list rather than auto-answering the next one.
Phone numbers
Buy numbers or port them in with a wizard that fills the Letter of Authorization from your answers. Caller-ID name and SHAKEN/STIR signing per number. Choose the caller ID a call or campaign presents.
Listen, whisper, barge
A supervisor can monitor any active call from the live-caller list, speak to the rep without the customer hearing, or join the call as a third party. A rep can request backup during a call. The transcript, AI summary and score are attached to the call afterwards.
Desk phone, mobile, or browser with a headset
An agent signs in and selects a device, and Sundial bridges calls through it. Recording, coaching, consent checks and the audit trail work the same on every device. Field reps log calls and read contact history from the mobile app.
Outreach to a list, paced and accountable.
A campaign runs a sequence over a contact group: a call, a text, an email, with breaks between touches. Build the audience by describing it ("customers whose lease ends in the next 90 days"), assign the campaign to a team, an owner or an AI agent, and launch.
- Pacing per hour and a concurrency cap
- Consent, do-not-call, TCPA calling hours and daily contact limits checked on every touch
- A reply pauses that member's sequence and lands in the inbox with the campaign attached; a person decides what happens next
- Scripts and dispositions for reps
- Launch, pause, resume and stop
- Campaign tasks sit in the same work queue as callbacks and deal follow-ups
Different campaign patterns on one work queue.
Outbound prospecting
High-volume first contact. An AI agent or a rep qualifies, and interested people become follow-ups for a closer.
Speed to lead
Provider leads and web forms get an owner and a response clock.
Re-engagement
Reach cold contacts with a cadence across call, text and email under consent and calling-hour rules.
Customer success
Onboarding, check-ins, renewals, service reminders and recalls.
One triage queue for every channel.
Email, SMS, WhatsApp, web chat, voice and video threads arrive in one queue with the same controls: claim, assign, snooze, close, mark spam, add a note, act in bulk. Each thread shows whose turn it is.
- AI triage classifies intent, writes a one-line summary and suggests a destination; suspected spam is filed for review
- Every thread ends with a decision: spam, resolved, promoted to a deal or nurture
- First-response SLA clocks in wall time and business hours
- Provider leads (ADF and JSON) arrive as their own threads, with a response owner and an escalation when a response is late
A single work queue for every kind of follow-up.
Live callers, voicemails, callbacks, campaign tasks, deal follow-ups, appointments and ad-hoc tasks share one queue and one rule for what is due now.
- Appointments with a team calendar (day board, week, month, mobile agenda), drag-to-schedule and a needs-scheduling tray
- Customer confirmation links, follow-up task rails, printable worksheets and file attachments per booking
- Two-way Google Calendar and Microsoft sync per team member
- Public booking page driven by schedules and available slots
- Completing work can start an automation
Programmed follow-up never slips.
An automation starts from a CRM event: a lead accepted, a deal changing stage, a voicemail handled, an appointment missed. Then it runs steps in order: send a message, wait, check a condition, place a call, move the deal or hand work to a team.
- Trigger events with per-event filters, or a daily schedule
- Every send checks consent, calling hours and plan limits
- Dry run against a real contact or deal before enabling
Pipelines, gates, quoting and payments.
An engagement sits beside the contact and represents the opportunity in progress: a deal, a service visit, a case. It moves through a pipeline you configure, and each stage lists what is required to leave it.
Pipelines and exit gates
Add and remove stages, clone pipelines from templates, set a default per engagement type and choose a pipeline when a deal is created. An exit gate can be a checkbox, a document, a kept appointment, a completed task or a settled payment. Industry packs add regulatory gates.
Deal Desk
Quotes with accessories, trade-ins, rebates and financing. The payment matrix updates as you type. Front and back gross are visible to the roles you allow and hidden with a plain-view toggle for tablet handovers. Quote sheets render from templates and can be sent as a WhatsApp document.
Customer payments
Connect your own Stripe account. Customers pay from a link, and a settled payment clears the gate.
The deal page
Track progress, pace, sentiment and disposition. See all documents and communication per gate in one place.
Cohort reports built on stage history.
Figures come from stage history, so last month's numbers don't move when a deal does. One attribution per deal: source, owner and campaign.
- CSV export from every report; every report adapts to a phone
What customers are asking about, across every conversation.
Every call, meeting and inbox thread receives an AI reading: sentiment, outcome, topics and an overall score.
- Themes ranked by importance, separated into business issues and coaching matters
- A weekly digest to owners and admins, including the themes you chose to watch
- Topic cloud, topic-by-time heatmap and trends against the previous period
- Coaching cards open a draft task for review before anything is assigned
Agents answer from your documents.
Upload files or ingest web pages, organize them into topics, and assign each AI agent the topics it may use. The same library serves the phone agents, the WhatsApp agent, web chat and the in-product chat.
- Topic scoping keeps a service-hours agent from answering finance questions
- Test a query or preview a chat before an agent goes live
- Ingest
- File upload and URL ingest, PDFs included
- Search
- Semantic and keyword search combined
- Scope
- Topics bound per agent, for inbound and outbound agents
- Consumers
- Phone agents, WhatsApp agent, web chat, in-product chat
Administration.
Teams and skills
Invite members, build rosters, assign skills. Agent states, availability rules and wrap-up timers keep status accurate.
Permissions
Role-based access with two scopes, organization and deal. Roles decide who sees a deal's financials, who can send to customers and who administers the account.
Automations
A visual workflow builder with a full set of triggers, dry-run previews that show unresolved tokens and consent blocks, and per-workflow run history.
Templates and tokens
One token catalog behind email, SMS, campaign scripts, and IVR prompts. WhatsApp templates go through Meta's approval.
Multi-location
Parent and child organizations for groups with several stores or practices, with group-level defaults for shared configuration.
Mobile app (PWA)
Installs from the browser on iOS, Android and desktop, and updates itself. Lock-screen push notifications for new messages, assigned tasks, due follow-ups, unconfirmed appointments and SLA breaches.