Hi team,

I’d like to submit a feature request regarding the “Enable chats from sales leads” functionality.

Current situation

When this setting is turned on, new sales chats can result in the creation of new accounts in Autotask. This leads to duplicate or fragmented accounts when the contact should actually be linked to our existing Sales / New Business customer structure.

Requested improvement

When enabling “Capture new sales leads”, we would like the option to:

Automatically link all incoming sales chats to a predefined Sales / New Business account in Autotask

Prevent automatic creation of new accounts in Autotask

Allow manual conversion to a full account later if needed

Desired behavior

If a new sales question comes in:

The thread is created

It is linked to the predefined Sales/New Business account in Autotask

No new account is automatically created

If the lead qualifies, we can later convert it into a separate account

Benefits

Prevents account duplication in Autotask

Keeps lead intake structured and centralized

Reduces administrative cleanup

Maintains cleaner CRM data

This would give us better control over how new sales leads are handled while keeping our Autotask environment clean and structured.

Happy to clarify technical details if needed.

Thanks,

Robin