Consolidate communications from multiple channels into a single CRM

Purpose

1.1. Automate the consolidation of communications from email, SMS, chat, social media, review sites, and webforms into a single CRM for Dodge dealership corporate operations.
1.2. Centralize data across all touchpoints (sales, service, lead generation, and customer support) for streamlined monitoring, faster responses, and intelligent automation.
1.3. Ensure that every customer message—regardless of channel—is automatically captured, assigned, and tracked within the CRM for reporting and follow-up.

Trigger Conditions

2.1. New inbound message (SMS, email, chat, DM, review, or webform submission) detected on any connected channel.
2.2. Outbound message sent from the CRM or any channel interface.
2.3. Status update (opened, responded, noted, closed) on any tracked communication in the CRM.
2.4. Scheduled sweep (e.g., every 5 minutes) that automates the syncing of missed or delayed channel updates.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Incoming SMS webhook API; configure webhook to fire on message receipt and automate push to CRM endpoint.
3.2. SendGrid
• Feature/Setting: Inbound Parse; configure to forward all email body and metadata to CRM’s mail ingestion API automatedly.
3.3. WhatsApp Business API
• Feature/Setting: Message notification HTTP callback; automate message collection to CRM via webhook.
3.4. Facebook Messenger
• Feature/Setting: Messenger webhook subscription for messages; automate data extraction and CRM entry.
3.5. Instagram Direct
• Feature/Setting: Instagram Messaging API; listen for new DMs, automate payload send to CRM.
3.6. Google My Business
• Feature/Setting: Reviews API; automate periodic fetch and CRM update with new reviews/comments.
3.7. Microsoft Outlook
• Feature/Setting: Graph API for mail.read; automate polling inbox for new dealership correspondence, forward to CRM.
3.8. Gmail
• Feature/Setting: Gmail API “watch” on label or inbox; automate new mail push into CRM records.
3.9. Slack
• Feature/Setting: Incoming messages via Slack Events API; automate capture of channel/customer chats into CRM.
3.10. Zendesk
• Feature/Setting: Ticket updated/created webhook; automate sync with CRM case management.
3.11. LiveChat
• Feature/Setting: Webhook for new chat session; automate transcript logging and lead routing in CRM.
3.12. Intercom
• Feature/Setting: Conversation.created Webhook; automate export to CRM contact history.
3.13. YouTube Comments
• Feature/Setting: YouTube Data API; automate fetching comments and messages for CRM integration.
3.14. Trustpilot
• Feature/Setting: Business Unit API; automate fetching new reviews, automatedly associate with customer records in CRM.
3.15. Shopify
• Feature/Setting: Webhook for customer note/comments; automate sending customer inquiries/orders to CRM.
3.16. HubSpot
• Feature/Setting: Conversations API; automate importing of all conversations to corporate CRM.
3.17. Salesforce
• Feature/Setting: Email Service Addresses and External Service integration; automate incoming messages/notes sync to master CRM.
3.18. Telegram
• Feature/Setting: Bot API “getUpdates”; automate polling of new customer messages to CRM dataset.
3.19. Microsoft Teams
• Feature/Setting: Incoming webhook/connector; automate message ingestion to CRM tracking boards.
3.20. Web Contact Forms
• Feature/Setting: POST endpoint on form submit (e.g., Gravity Forms webhook); automate pushing all captured leads directly to CRM.

Benefits

4.1. Automates unification of message streams for complete visibility and rapid action by Dodge dealer teams.
4.2. Prevents missed or siloed communications by automatedly syncing all channels into a single source of truth.
4.3. Accelerates response times and automatedly triggers follow-up workflows, improving customer satisfaction and operational efficiency.
4.4. Enables automated analytics on customer engagement and trends across all dealership communication channels.
4.5. Automates routine data entry and minimizes manual labor, scalable for high-volume dealership corporate operations.