1Desk, CRM & System of Record
1Desk is the communication front-end; your CRM is where the official business record lives.
Our foundational architecture rule is: One Business = One System of Record. 1Desk routes messages into your chosen record system without creating disconnected data silos.
Supported CRM Integrations
Depending on your business workflow, 1Desk connects directly into three primary record backends:
| Backend | Best Suited For | Key Capabilities |
|---|---|---|
| 1it CRM / OneWindow | Sales teams, clinic operators, service SMBs | PostgreSQL relational foundation, pipeline deal stages, Next Action discipline, audit logging. Direct native integration. |
| SeaTable | Dispatchers, operational desks, custom workflows | Lightweight relational spreadsheet interface, rapid custom column creation, team collaboration views. |
| Custom / External CRM | Teams with established CRM infrastructure | Secure webhooks via n8n connecting to HubSpot, Pipedrive, Salesforce, or proprietary databases. |
End-to-End Data Flow
[ Incoming Chat ] ──> [ 1Desk Inbox ] ──> [ Automation Engine (n8n) ] ──> [ CRM System of Record ]
- Message Arrival: A customer starts a conversation in Telegram or the website widget.
- Contact Identification: 1Desk queries the CRM to check if the phone number or username is already registered.
- Record Creation or Update:
- If new: A new lead profile is automatically generated with source tags (e.g.,
#WebsiteWidget,#Telegram). - If existing: The new conversation thread is appended to the customer’s existing historical timeline.
- If new: A new lead profile is automatically generated with source tags (e.g.,
- Action Assignment: The lead is assigned to a manager with a mandatory Next Action and deadline.
Minimum Fields Stored
To keep your customer records clean and actionable, 1Desk populates:
- Customer Identity: Full Name, Phone Number, Telegram Handle, Email.
- Acquisition Channel: Website widget URL, Telegram bot username, UTM campaign tags.
- Current Lifecycle Stage: New Inquiry, Qualified Lead, Under Review, Escalated to Human.
- Assigned Team Member: Designated operator or account manager.
- Conversation Snapshot: Unalterable transcript of the customer's initial inquiry and AI responses.
Single Source of Truth
Never maintain parallel customer statuses across spreadsheets, CRM, and raw chat notes simultaneously. All pipeline progression and deal updates should be maintained inside your primary CRM.