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Bring inquiries into the CRM

Give every inquiry a place to start

Connect forms, calls and chat to contact records and the shared inbox. Give your team the context and ownership it needs to follow up.

See the workflowSee plans and pricing

Example workflow

From missed call to assigned conversation

In this example, a new customer calls while your team is on a job. A saved text-back gives them a way to reply.

Setup and connected services determine what runs automatically.

  1. Receive the inquiry

    A missed call starts a text-back under the phone settings you choose. Forms and website chat offer other routes into the CRM.

    See phone and text-back tools

  2. Read the reply

    The customer describes the work they need. Your team opens the shared inbox and checks the conversation history.

    Explore the shared inbox

  3. Give it an owner

    A team member handles the request and decides whether to ask a question or share a booking link.

    Explore contact records

Before you switch it on

Choose the business number, message permissions and repeat-call behavior. Test delivery and decide who handles replies before switching on follow-up.

See how setup works →
Optional AI help for this workflow

Conversation AI can answer a routine question from business information you provide. Define when it hands off to staff, and test those boundaries before enabling it.

AI coverage and usage charges vary by product and plan. Phone and message delivery can add charges.

See a routine-question example →Check AI coverage and exclusions →

Inside SMBcrm

See the workspace behind the workflow

The shared inbox is where your team reviews the reply and continues the conversation.

Open the guided product tour →
SMBcrm shared inbox showing a conversation and reply controls
The shared inbox is where your team reviews the reply and continues the conversation.

Explore the tools

Choose the part you want to inspect

Open the relevant product explanation before deciding whether you need a live demo.

Smart Web Forms

Collect the details your team needs and keep them with the contact record.

Explore forms

Plan your first workflow

Bring one inquiry source, the next action you want, and the person who will handle exceptions. Use that path to discuss setup and cost.

See plans and pricingSchedule a live demo

Next: follow up and book the appointment →