Advanced CRM Features Guide

Cross-Channel Lead Unification

DC CRM unifies customer profiles across WhatsApp, Telegram, Website Chat, and Social DMs into a single unified record based on email or phone match. If the same person messages you on Instagram today and WhatsApp next week, both conversations, transcripts, and captured details attach to one profile — with their channel identities (Instagram handle, WhatsApp number, Telegram username) all visible on the record.

Appointments & Calendar Synchronization

When an agent books an appointment — through the website calendar widget, or through a booking link sent on WhatsApp, Instagram, Facebook, or Telegram — the booking automatically synchronizes into DC CRM against the visitor's contact record.

• Lead Status Marked NEW: Every booked appointment automatically flags the contact as a New Lead, ensuring the lead immediately surfaces in the New column on your Kanban board and at the top of lead views for urgent follow-up.
• Notes Appended (Never Overwritten): When an existing lead books a follow-up or new appointment, the booking details (service title, date/time, attendee address, and appointment notes) are cleanly added to their notes history, preserving their entire past conversation.
• Structured Details & Custom Fields: Captures the meeting title, date, timezone, confirmation reference code, and physical address for custom filtering and CSV exports.
• Lead Inspector Card: In the CRM drawer, a dedicated Booked Appointment card displays their active upcoming schedule, event timezone, reference code, and a one-click deep link to the calendar.
• Multiple Service Bookings: A visitor can hold active bookings for different services (e.g. an Initial Consultation and a Project Kickoff). Accidental duplicate bookings for the exact same service are prevented and redirected to reschedule.

For the complete scheduling architecture, see the dedicated DC Calendar Guide and the Calendar CRM Sync Guide.

External CRM Sync (HubSpot, Zoho, Freshsales)

Prefer using an external CRM alongside or in place of DC CRM? When external CRM sync is enabled under Workspace → Settings → Integrations, all leads captured by your AI agent — whether through chat forms, conversational interview, or calendar bookings — sync out automatically:

• HubSpot CRM: Connects securely using Private App Access Tokens. Saves contact details (name, email, phone, company, address) and marks them as a New Lead in your sales pipeline. Includes Smart Duplicate Prevention: if a contact already exists, Domainchat updates their existing profile and appends new meeting notes to their activity timeline.
• Zoho CRM: Dispatches to the Leads module with contact and address details, creating associated timeline notes with chat transcripts and appointment information.
• Freshsales (Freshworks): Dispatches to the Contacts module with address, phone, and email, attaching conversation summaries and appointment details as notes.
• Reliable Delivery: If an external CRM has strict note permissions or temporary latency, contact creation always succeeds, ensuring zero lead data loss.

Your Social Visitors are still logged inside DC CRM for reference: raw social contacts and chat visitors remain in your built-in CRM for safety, while qualified leads flow to your external platform. A status banner reminds you whenever external sync is active.