System and method for automating workflow management and tracking of voicemail, text and multimedia messages, live chats, forms and uploaded files

A method for three-way integration of external communication mechanisms with an organization's Instant Messaging (IM) system and Workflow Management (WfM) system, wherein the IM system comprises one or more chat rooms, the method comprising:

• receiving and storing a communication sent by an external party through an instance of a communication mechanism;
• automatically generating a collaboration space within a chat room associated with the instance of the communication mechanism used to receive the communication;
• automatically generating a message within the collaboration space and populating it with content of the received communication or information about the content of the received communication;
• automatically generating and populating a record in the WfM system to track a status and progress of handling the received communication;
• limiting access to the chat room to authorized users that are members of the chat room;
• and
• allowing an authorized user to add private comments to chat windows within that chat room that are visible only to members.