Multichannel Inbox: Surface CRM Contacts from Phone, Chat, SMS, and Forms
Every contact in the CRM is automatically sourced from the channel where they first reached you — phone call, chat, SMS, email, or web form. The CRM unifies all channel data into one contact record.
How It Works
Frontdesk listens across all connected channels. When a new contact interacts on any channel, a CRM record is created with channel source labeled. Subsequent interactions on any channel are added to the same record.
- Contact source tracked per channel
- Phone, chat, SMS, email, and form contacts unified
- Subsequent interactions appended to the same record
- Channel filter on contact list
- Cross-channel conversation history on one timeline
- No duplicate records per contact across channels
Who Uses This
Omnichannel businesses
Track whether a contact first came in via phone, chat, or form and see all their subsequent interactions in one place.
Attribution
Filter contacts by source channel to measure which channel drives the most qualified leads.
Customer service
See every channel a customer has used — phone, chat, SMS — before responding to their latest message.
Frequently Asked Questions
What happens if the same person contacts us on two different channels?
Frontdesk matches by phone number and email. If a match is found, the new interaction is added to the existing contact record.
Can I filter the CRM contact list by source channel?
Yes. Use the channel filter on the contact list to see contacts from a specific channel.