Conversations in CRM
Connect a messaging account once so conversations, their contacts, and optional automatic deals appear on the relationship record.
One connection, one place to configure it
A workspace connects its Bow Chat account to CRM once. From then on the connection is a property of the workspace, not something to repeat per user, per inbox, or per campaign, and everything it does is configured in one place: CRM → Settings.
There is no second setup on the messaging side, and nothing to reconnect per teammate. The connection carries both the workspace binding and the permission to export, so a connected workspace starts working immediately and an unconnected one produces nothing at all.
What appears in CRM
| In the conversation | In CRM |
|---|---|
| A person your team talks to | A contact record, kept in sync |
| A conversation starting | A labelled reference on that contact, showing which inbox it belongs to and when it began |
| The first message of a conversation | Optionally one opportunity, according to your automation settings |
Each conversation reference renders as a direct link back to the conversation, labelled with its inbox, so a contact who writes to sales and to support shows both routes distinctly rather than as one undifferentiated pile.
What never crosses
Message content stays in the messaging product. CRM stores identity and references—which conversation, which inbox, which direction, and when—so that operators follow a link into the conversation rather than reading a duplicated transcript inside CRM.
This keeps one copy of every conversation, under the access rules of the product that owns it.
Automatic deals from first contact
With automation enabled, the first customer-visible message of a new conversation creates one opportunity for that contact at your chosen starting stage.
Three rules keep this from producing noise:
- One conversation creates at most one deal. Repeats, retries, and reconnections cannot duplicate it.
- A contact who already has an open deal does not get another while that behaviour is enabled. New conversations attach to the relationship instead.
- Only the inboxes and directions you selected participate. Everything else is recorded as a conversation reference without creating a deal.
Turning it down without turning it off
Most teams start with the default—every inbox, both directions—and narrow it once they see real traffic. Narrowing scope never removes conversation references; it only changes whether a deal is created. The references remain the connective tissue between a relationship and the conversations that produced it.