The customer desk for sales teams
No lead is left
in the middle
ContacTeam ties every customer who reaches you on WhatsApp, Instagram, your website or ad forms to one sales rep. Calls, messages and outcomes live on the same screen.
01The problem
On a sales floor, customers get lost in three places.
- 01
The message nobody opened
A message on a shared line is everyone's job, which means nobody's. The customer doesn't write twice.
- 02
The customer called twice
Two reps call the same person; when they write again three months later, nobody knows whose customer they are.
- 03
The call with no outcome
The call ends and the reason it didn't close is recorded nowhere. Nobody can measure why deals are lost.
ContacTeam closes all three gaps with rules, not with your reps' memory.
02How it works
From first message to outcome, every customer has a path.
- 01
Arrives
Whatever channel the customer uses, they land on the same desk. Their identity is their phone number: the same person never opens a second record, and two numbers can be linked to one card.
- 02
Greeted, or sent straight through
Messages are greeted at the DESK: the DESK identifies the customer, fills in the details and sends them to a rep. Form leads don't wait; they go straight to a rep and the response timer starts.
- 03
Routed in turn, owned for good
Leads are distributed in turn among reps who have started their day. Whoever receives a number keeps it; if the customer writes again months later, they go back to the same rep without using a turn. If a hot lead isn't contacted in time, it moves to the next rep and the miss is recorded.
- 04
Closed with an outcome
Every customer closes with an outcome: sold, or not sold with a reason. A rep who chooses "call back later" sets a day and time and is reminded when it comes.
03Rep screen
Calls, messages and outcomes on one screen.
A rep clicks a customer; their numbers, conversation, notes, offer and history open on a single page. The cloud phone is built into the screen, so calling is one click. When the call ends, the outcome takes two clicks.
- 1
Call now
DESK handoffs first, then live form leads, then the overnight pool. Hot leads show their timer in the list.
- 2
One conversation thread
WhatsApp, Instagram and website chat in one window. Outside the 24-hour window, approved templates are sent.
- 3
One-click calling
The cloud PBX is embedded in the browser; every call and its length are logged on the card.
- 4
Outcome with a reason
Sold, a reason for not selling, or call back later. A customer without an outcome stays on the list.
04Rules
Your team's rules live in the system, not in people's heads.
You set the rules; the system applies them to everyone equally. Nobody sees the routing order and nobody can pick their turn.
| # | Rule | What happens |
|---|---|---|
| 01 | Permanent ownership | A number belongs to one rep. When the customer writes again, it goes back to them; only a manager can reassign. |
| 02 | Hot lead timer | If a form or DESK lead isn't contacted within the time you set, it moves to the next rep and the miss is recorded. |
| 03 | Hours and overnight pool | Leads that arrive after hours wait in a pool and are shared equally among reps who start their day. |
| 04 | No closing without a reason | Lost customers close with a reason, from a list written for your business. |
| 05 | Two numbers, one customer | A customer's two phones are linked; whichever they write from, it's the same card and the same rep. |
| 06 | Blocklist | Mark an unwanted number once and it never lands on the desk again. |
| 07 | Bulk templates | Approved WhatsApp templates written by managers, with send limits and optional manager approval. |
05Website chat and after-sales
The chat on your website is wired to the same desk.
Add the chat box to your site with one line. It asks visitors for their topic first. A new purchase goes to the DESK. A customer asking about a delivered job goes straight to the staff member responsible for that job, without waiting at the DESK. Files travel both ways.
<script src="https://app.contacteam.com/api/pas/web/yourcompany" defer></script>06Mobile app
When the laptop closes, the conversation doesn't stop.
With the iPhone app, reps keep working with their customers after hours or on the move. They start their day from the phone, join the queue, and get notified when a new lead lands or a customer writes.
- Flow and hot lead timers
- Messages, photos, files and approved templates
- Customer card, notes and outcomes
- Reminders: set and missed
- Embedded cloud phone
- Face ID app lock
App shown in Turkish.
07Managers
Who missed what isn't a guess. It's on the screen.
A live daily view, a scorecard for every rep and 16 ready-made reports. Every report has date ranges, comparison with the previous period, and filters by person and channel.
Inbound and DESK
- 01Leads by source
- 02Conversion by source
- 03Daily distribution
- 04DESK report
Reps
- 05Scorecard
- 06Comparison table
- 07First reply and missed leads
- 08Open records
Funnel and loss
- 09Conversion funnel
- 10Loss reasons
- 11Time to sale
- 12Time in stage
Activity
- 13Daily activity
- 14Follow-up discipline
- 15Activity heatmap
- 16Target gauge
08Integrations
Connects to the channels you already use.
- WhatsApp BusinessA line per rep, approved templates, the 24-hour rule shown on screen.
- Instagram DMMessages land at the DESK; a record opens once a number is collected.
- Meta lead adsA customer who fills the form reaches a rep within seconds.
- Web formsFrom the form on your site straight to a rep, with a timer.
- Website chatRouted by topic to the DESK or after-sales staff.
- Cloud PBXA phone embedded in the browser; calls are logged.
- Excel importYour existing customer list comes in with its owners.
09Quote
Let us prepare a quote for your team.
Pricing depends on the number of reps and the channels you connect. Leave your details and we'll get back to you. We're happy to walk you through the screens live.
Prefer email?info@contacteam.com