Customers (CRM)
Contact records, cross-channel identity, merge, and export.
A customer is a contact record that unifies a person across every channel they use to reach you.
What's on a record#
Identity and profile fields include name, email, phone (prefix + number), country, city, address, ZIP, bio, company, and position, plus a profile photo. Each customer also stores their cross-channel identity IDs:
| Channel | Identity field |
|---|---|
| WhatsApp ID | |
| Facebook Messenger | Page-scoped ID (PSID) |
| Instagram ID | |
| Telegram | Telegram chat ID |
Plus external_customer_id (your own ID for the person) and a device_id for anonymous
widget visitors. Because identity is cross-channel, the same person is recognized whether
they message you on WhatsApp, the widget, or email.
A contact created by an inbound WhatsApp message starts out named after their phone number
(+994XXXXXXXXX), and the same number is saved to the phone field. As soon as WhatsApp
sends their display name, it replaces the placeholder — a name you've edited yourself is
never overwritten.
There's no separate "VIP" flag — the starred flag is the VIP marker.
Confirmed accounts#
If your workspace has a connected system (an MCP server) that confirms customers, for example with a code sent to their email, a customer on Instagram, Messenger, WhatsApp or Telegram only needs to confirm once. After that, their messaging account stays linked to them in your system and the AI does not ask again.
The customer's profile lists these links under Confirmed accounts: which system, since when, and until when. Most links last until they are ended, either by your system or by you. To end one, select Unlink. The next time the customer needs their account details, the AI asks them to confirm again. Do this if a customer says the account is not theirs, or has lost access to it.
Website chats are not listed here. A customer who is signed in on your site is recognised by that sign-in, and a code confirmed in a website chat lasts for that chat only.
Find, merge, and clean up#
- Search across customers.
- Merge two records when the same person was captured twice.
- Bulk actions — star (up to 1,000 at a time) and delete.
Export#
Export up to 10,000 customers to CSV. Columns: id, name, email, phone, country, city, company, position.
On the mobile app#
The iOS and Android apps include a Customers tab — an alphabetical, Contacts-style directory of your identified customers.
- Browse contacts grouped A–Z, each with their photo (or initials) and name.
- Search by name, email, or phone from the field at the top.
- Tap a contact to open their detail screen: contact info, company and position, address, bio, and the channels they've reached you on.
- Quick actions at the top of the detail screen let you Call, Email, or open WhatsApp for the contact in one tap (shown when the contact has a phone or email).
- At-a-glance stats show the contact's total tickets, how many are overdue, and your average and total response times.
- Tickets for the contact are listed on the detail screen with their reference, subject, priority, status, and date — and you can search within them.
- Conversations with the contact are listed below their tickets — each row shows the channel, the latest message, when it arrived, and its status. Tap one to open the conversation and reply.
- A star next to the name marks your starred (VIP) contacts.
The mobile Customers directory is available on every plan, just like the web customers directory.
Messaging & widget identity#
- Send WhatsApp messages or broadcasts from a record — see WhatsApp messaging & broadcasts.
- Issue or revoke widget embed tokens for a customer via the API so a known customer is authenticated inside the embedded widget — see the API reference.
Invite agents and set roles.