Documentation
Everything Virtual Closer does, written for the person who has to make it work. Setup and its prerequisites, what each feature needs before it will run, how to connect your own forms and systems, and what to check when something is not behaving. The same articles ship inside the product; this copy is public so you can read them before you buy.
For developers
Start Here
Which setup is right for me?Four questions decide how you set the CRM up: who pays, whose phone number, whose EIN, and whose branding.Initial administrator setup. The order to do things inBranding, then telecom, then A2P, then calendars, then people.Testing the whole system before you go liveRun one lead all the way through (text, call, AI reply, booked appointment, notification) using a real phone.Copilot, account-aware help setting up and running your CRMSetup is included and you can do it yourself from the checklist.You just joined an agency, what's actually yours to doMost of what looks like setup was done before you arrived and is not on your account.What is the Getting Started portal?Your setup checklist when you join.
Phone & SMS Setup
Putting the CRM on your own domainTwo DNS records and about ten minutes of your time, then up to an hour of waiting.Connecting your telecom provider (Twilio, Telnyx or SignalHouse)You bring your own carrier account.Agency-owned vs agent-owned phone numbersWhether everyone shares the agency's number or each agent gets their own changes routing, compliance and what happens when an agent leaves.Local numbers (DIDs) and why a pool beats a single numberDialing a lead from a number with their own area code gets answered more often.Boost your connection rate, registering your numbers so they aren't flaggedCarriers score every number for spam.Telnyx setup, step by stepThe full ~15-minute walkthrough for the recommended provider, account, number, messaging profile, call-control app, API key, 10DLC, caller ID, test.Inner Circle vs Independent, and why some agents never register A2POne setting on a member decides whether they inherit the agency's SMS registration or have to build their own.
A2P & Compliance
Agents & Permissions
Adding agents, permissions and lead routingAdding someone is the easy half.Permissions, what each one really lets someone doPermissions are separate from roles and separate from which portals someone sees.Onboarding a new agent, the path from invited to producingInvite, role and permissions, then the two things only they can do: connect their calendar and grant device permissions.Recruiting and contracting a new producerSeven gated steps from applicant to first lead: overview, contracting, licensing, E&O, training, script test, then leads.The Training Academy, modules, lessons and hiding what doesn't applyModules and lessons your agents work through, with attachments.Onboarding a new agent into an agency that's already set upIn a captive agency almost nothing is the new agent's to configure, which is exactly why onboarding goes wrong.
Calendars & Booking
Connecting your calendar (and why the AI can't book without it)One Google connection covers both Calendar and Gmail.Appointments, setters and closersAn appointment records who set it and who's running it.How do I set up my personal booking page?Your Calendly-style /book link is auto-created in Profile.How do I connect my Google Calendar?Connect it on the Integrations page so the AI can see your real availability and sync bookings.How do appointments get booked automatically?When a lead agrees to a time over SMS, the AI books it on your calendar and notifies you.How do I view my upcoming appointments?The Appointments page lists your meetings; Calendar shows the full aggregated view.How do I reschedule or cancel an appointment?Use the meeting's buttons on the prospect's detail page: Showed, No Show, Cancel, or Resched.
Leads & Prospecting
How to run your day in the CRMFive habits, in order: return every missed call, clear every new reply, recover no-shows, work your follow-up queue, clear overdue tasks.How the Hot Leads worklist decides who you callIt ranks your whole book on every signal it has (calls, texts, notes, dispositions, no-shows) then rotates so you cycle through everyone instead of the same names.Setting up a campaign (and why the product setting matters most)A campaign is a pipe: it takes leads from an outside source into the CRM, tags them with a product, and decides which rep gets them.Importing leadsUpload a CSV, map the columns, pick the product, and confirm consent.Lead sources, one campaign per source, and why that mattersEvery lead source gets its own campaign card carrying its webhook, its field mapping, its routing and its AI settings.The lead record, what to read before you dialEverything known about a person in one place: Insurability Form answers, the full text thread, call history, and the AI's read.Connecting a landing page or form to a campaignYour page posts JSON straight to the campaign's endpoint.How do I import a lead list?Use the Bulk Import wizard on the Prospects page to upload a CSV or Excel file.How do I view and search my prospects?The Prospects page has search, source/assignee/disposition filters, and List or Pipeline views.How do I open a lead and see its full history?Click any prospect to open their profile with the full activity/conversation timeline.How do I assign or reassign a lead (and set a setter/closer)?Edit a single lead, or select rows for bulk assign/distribute; admins can transfer a whole book.How do lead sources work?Every lead has a Source (set at import or add); filter by it on the Prospects list.What is the Command Center and how do I use it daily?Your daily work order, one feed of the leads and actions that need you today.How do I ask a lead my own questions?Build the questions you want on the lead you're looking at, send the link, and read the answers back on their page.How do I ask a client for their social security number or bank details?A separate one-use link that encrypts what comes back.
Texting & AI
Dispositions are the AI's on/off switchSetting a lead cold makes the AI stop texting them.Controlling the AI assistant, when it texts, when it stops, when to take overThe AI works leads by text and books appointments.Working the SMS inboxWhere every conversation lands, whether the assistant or a person sent it.How do I open the text inbox and see my conversations?The Text Inbox is a split view.How do I send a manual text to a lead?Type in the message box at the bottom of the thread and press Enter.How does the AI assistant (Amanda) work?The AI auto-replies to prospects' inbound texts on its own, from a background worker.How do I pause the AI and take over a conversation?Click "Pause AI" in the thread header (or just start typing), then "Resume AI" to hand it back.How do I give feedback on an AI reply (/)?Thumbs-up/down on any AI message, opens a quick reason picker and coaches the AI.When do texts actually send? (Quiet hours)Automated texts only send 8am–9pm in the lead's local time; your manual texts send any hour.How do I tell if a lead opted out (DNC), and can I undo it?Opted-out leads show an "Opted Out (DNC)" badge; clearing it requires fresh consent.Products, what the AI knows about what you sellA Product records the facts about what you sell: what it is, pricing, who it fits, and how to answer objections.The AI SMS step, what the AI should accomplishSet the goal, what to collect, when to offer an appointment, and when a person takes over.Compliance profiles, using the AI for non-insurance productsBy default the AI assumes insurance/HIPAA rules.Discovery questions, structured qualificationThe ordered questions the AI works through to qualify a lead before booking.
Automations & Workflows
Workflows, triggers, sequences and stopping when a lead repliesA workflow enrols leads on a trigger and runs a sequence.Workflows (Automations), the complete guideA workflow is a Trigger (when it starts) plus a series of Actions (what it does).Triggers. The ways a workflow can startNew lead, disposition change, appointment events, tags, custom fields, a date, a form, group enroll, or manual.Templates, reusable text & email messagesSave messages once (with merge fields) and reuse them in workflows or manual sends.Tags, labeling leads for branching & organizationWorkflows can add or remove tags, and branch on them.How do I connect a form, funnel or website I built somewhere else?Create a form URL, paste one block into whatever built the page (Claude, Manus, Lovable, Webflow, WordPress) and submissions land here as leads.What can I automate with Zapier?Seven triggers fire out of the CRM.Can a form on my own website start an automation?Yes.
Calling
Inbound and outbound calling, routing, caller ID and the browser dialerOutbound needs a number and working credentials.Working the power dialer (and what queue order and cooldown are for)Two settings exist purely to stop reps colliding: queue order can give each rep a different order, and the 1-hour cooldown hides anyone a teammate just dialled.How do I start a power-dialer session?Open the Dialer, enter your cell, and answer when it rings you, then leads bridge to your phone.How do I call one lead from their page?Click Call on the lead's detail page; if you have no session it rings your cell first.What can I do during a call?Mute, open the keypad, or hang up from the floating call widget; skip through the queue.How do I disposition a call after it ends?The Call Outcome modal opens automatically.What happens when a lead calls me back and I miss it?The system auto-texts the lead to reschedule, hands them to the AI, and alerts you on your cell.Where do I see missed calls and voicemails?The Command Center's Answering Machine section lists voicemails and missed callbacks to return.Boosting your dialer connection rateRegister your numbers with the caller registries and warm them up so calls don't show 'Spam Likely.
Pipeline
Working the pipeline boardA drag-and-drop view of where every lead sits.How do I view the pipeline board?One column per disposition.How do I move a lead or change its disposition?Drag a card between columns, or set the Disposition dropdown on the lead.What do the disposition options mean?Dispositions are the lead's outcome; each maps to a pipeline status behind the scenes.How do product pipelines (health, mortgage, life) work?Each product line has its own pipeline, one person can be at a different stage per product.Why did a lead disappear from the board?Archived leads are hidden from the board and default lists.
Clients & Policies
Importing your book and reconciling carrier statementsConnect the commissions mailbox and carrier statements import themselves, then get checked against what your comp model said you should have been paid.Feeding the Policy Analyzer, brochures, underwriting and provider networksThe Analyzer is only as good as the reference data behind it.Recording a policy, and why the assigned agent mattersA policy without an assigned agent has no rank to price it at, so it can't be valued.Who shows up on the Scoreboard?Only producers in your own agency.How do I turn a prospect into a client when I close?Use "Convert to Client" on the prospect once the deal is approved, then fill in the policy.How do I add a policy to a client?Use + Add under the client's product section, or the Add Client form for a brand-new client.How do I find and open my clients?The Clients list has search and carrier/status filters, plus List and Pipeline views.How do I track retention / persistency?The Persistency page shows your active-vs-lapsed rate and premium retained.
Settings & Admin
Getting CRM alerts on TelegramLink your Telegram once and the alerts you pick arrive on your phone.Setting up commissions. The ladder, your level, and where agency revenue comes fromFour steps: build the ladder, mark your agency's level on it, enter product comp, assign your reps.House rules for the AI, preferred carriers, budget fallback, and required warningsPlain-English rules injected into the AI's prompt live.Notifications, channels, and why push is per-deviceIn-app, email, push and Telegram are independent channels.Wallet, cards and what you're actually billed forNumbers and messages are billed by your telecom provider on their account.Custom fields, capturing something the CRM doesn't haveAdd a field when you'd otherwise put it in the notes and lose it.Reading the reports without fooling yourselfActivity numbers measure effort, outcome numbers measure results, and the gap between them is where the coaching is.Quoting, embed your own quoting vendorConnect the quoting tool your agency already uses so reps can quote without leaving the CRM.How a captive agency is wired end to endOne agency, one messaging registration, one dialing pool, two comp ladders, and an org chart that deliberately does not control who sees which leads.How do I brand my CRM (name, logo, color)?Set your agency name, logo, and accent color so every prospect email is yours.How do I connect phone & texting?Link a Telnyx, Twilio, or SignalHouse account so you can call and text leads.How do I register for 10DLC (A2P)?Carrier registration so your texts deliver instead of being filtered as spam.How do I invite my team?Add agents so leads get assigned and the scoreboard fills up.10DLC / A2P registration, why your texts need itCarrier registration for business texting.
Migrating from Another CRM
Moving from another CRM. Start hereWhat comes across, what doesn't, and the order to do it in.How do I move over from GoHighLevel?Your fields, tags, pipelines and templates copy across automatically.Will importing my contacts text my existing customers?Not if you map your stages on the way in.Matching your old CRM's stages to oursYour stage names don't have to match ours.How do I bring my opt-outs and DNC list across?Map the opt-out column during import.Migrating from a spreadsheet (Excel or Google Sheets)The most common starting point.Migrating from AgencyBloc or Radius (Radiusbob)Insurance-native systems: real policy data, exported separately from contacts.Migrating from HubSpot or SalesforcePowerful, general-purpose, and heavy on custom fields.Migrating from Velocify, Ricochet360 or another dialerBig lead lists with dialer dispositions.Migrating from a carrier back-office or NAAIP (no real CRM)Policy lists with thin contact detail.
Troubleshooting
My texts aren't arrivingNine times out of ten this is A2P, not a broken connection, carriers filter unregistered traffic silently, so the CRM shows 'sent' and nothing reaches the handset.Calls aren't workingSplit it in two first: can you not call out, or can people not reach you? They're separate paths that fail separately.Appointments aren't getting bookedIf the AI is creating tasks instead of appointments, the assigned agent almost certainly has no connected calendar.The AI stopped texting a leadUsually the disposition.Leads aren't reaching the right personCheck the campaign's round-robin pool first, then whether the intended agent is active.An agent isn't getting notifiedCheck their notification preferences first, then which channel you're expecting, in-app, email, push and Telegram are separate paths, and one working says nothing about the others.Everything looks configured but we can't confirm itSometimes we genuinely can't check.