Where your leads come from
Your receptionist answers on several channels at once. Whatever the channel, each new conversation becomes a lead and shows up in one place: Inbox › All conversations.
The channels that feed your Inbox
Each row in the Inbox carries a channel label. These are the ones you can see today:
- Voice — phone calls your receptionist answered.
- Message — text messages (SMS). Texting is for US accounts with texting turned on; accounts in Mexico use WhatsApp instead.
- Chat — the chat on your website.
- WhatsApp — messages to your WhatsApp Business number.
- Messenger — messages to your Facebook Page.
- Instagram — direct messages to your Instagram Business account.
- Email — emails to your Bectify inbox address, on accounts that show an Email card under Settings › Integrations.
If your website's contact form sends to Bectify, those forms also appear as leads. In the list they show "Form submitted" instead of a message preview.
WhatsApp, Messenger and Instagram only bring in leads after you connect them under Settings › Integrations.
See leads from one channel
- Open Inbox › All conversations.
- Open the All channels menu above the list.
- Pick a channel, for example Voice, Message or WhatsApp.
- To find one person, type their name in the search box.
Pick All channels again to go back to the full list.
One person, several channels
Bectify recognizes people by phone number. If the same customer calls on Monday and texts on Thursday from the same number, both conversations stay as separate rows in the Inbox, but they belong to one contact. Messenger and Instagram conversations are not linked to a contact.
To see everything one person has done, open Inbox › Contacts and choose the contact. The Interaction History lists their conversations and appointments together.
If a customer reaches you from two different phone numbers, you may end up with two contacts for the same person. You can merge them; see "Merge duplicate contacts".
Why a lead has no name
Your receptionist asks for a name, but not everyone gives one. When no name was captured, the lead is labeled by its channel, for example "voice call", so you can still tell what it was.