Know Every Contact.
Route Every Enquiry.
Every conversation automatically attached to a full contact record, with the history, notes and context your team needs. And routing logic that puts each enquiry in front of the right person from the start.
Available via North Labs Flow
CRM integration and contact management are built into North Labs Flow, alongside the unified inbox, follow-up sequences, AI chat agents and reputation management.
Every Conversation Has Full Context
Never start a conversation cold again.
When a customer messages you, the full history of every previous interaction is attached to their contact record automatically: what they asked, what you quoted, what was agreed. Your team picks up every conversation with full context, so they are never starting from scratch or asking a customer to repeat themselves.
- Full interaction history: every channel, every message, in one record
- Notes, pipeline stage and custom data fields per contact
- New contacts created automatically from first-touch data
Full contact record
Sarah Harrison
07700 900 142 · sarah@example.co.uk
Enquiry via website chat
Interested in commercial window cleaning. Mentioned monthly contract.
2 days ago
Quote sent via email
Monthly contract: £180/month. Opened but not yet replied.
Yesterday
Follow-up SMS sent
Automated sequence: day 2 check-in.
Today, 9:12am
Every interaction, all in one place
The right enquiry to the right person.
Not every enquiry should go to the same inbox. Routing rules assign conversations based on enquiry type, contact status, channel or any other criteria that match how your team is structured. The person who picks up the conversation already knows who they are talking to, what they want and what has happened before.
- Route by enquiry type, contact status, channel or time of day
- Team member receives full contact context on pick-up
- Handoff from AI agent to human is seamless, no context lost
Smart routing in action
New enquiry arrives
Source, channel and contact matched automatically
Commercial job
→ Sales team
Existing customer
→ Account mgr
Complaint
→ Manager
Team member picks up with full context
Contact history, previous conversations, notes
Built Around How Your Business Works
Audit Your Current Setup
We review where your contacts currently live, what data you have and what gaps exist, so we can map the right CRM structure for your business.
Configure Contact Records
We set up your contact data fields, pipeline stages and tagging logic so every enquiry is captured and categorised from the start.
Build Routing Rules
We define and configure the routing logic: which enquiry type goes to which team member, and what information they see when they pick it up.
Connect & Test
We connect your CRM to your other channels, run test scenarios and confirm that contacts, routing and data all behave as expected before going live.
Questions We Get Asked
When a message arrives, the platform checks the phone number or email address against your existing contact records. If it finds a match, the conversation is attached to that record immediately, along with a log of the interaction. If it is a new contact, a new record is created automatically from the contact details captured during the conversation. Either way, no manual data entry is needed.
Yes. Routing rules can be based on the type of enquiry, the channel it came from, the contact's existing status in your CRM, the time of day, or any combination of these. A new commercial enquiry from an unknown contact can go to sales; a message from an existing customer can go to their account manager; an after-hours message can trigger an automated response and flag for the next morning.
The unified inbox is about the day-to-day experience of managing conversations: seeing all your messages from every channel in one view, and making sure nothing gets missed. CRM integration is about what sits behind those conversations: the contact records, the full history of every previous interaction, the notes, the pipeline stage and the routing logic that determines who handles what. They complement each other and are both part of North Labs Flow, but they serve different purposes. Think of the inbox as where the conversation happens, and the CRM as where you know everything about the person you're talking to.
It depends on what you use. The platform has native integrations with a range of commonly used tools, and we can build additional connections via API or automation where needed. If you are already using a CRM such as HubSpot or Pipedrive, we can assess whether it makes sense to integrate that or migrate contacts into the platform. Bring your existing toolset to the discovery call and we will give you an honest view of what connects cleanly and what would require custom work.
Ready to stop starting from scratch?
Book a free discovery call. We will review your current contact management setup, identify where context is being lost and show you how smart routing and full contact records change the experience for your team and your customers.