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Add a customer and edit their contact details

Add a customer

Most customers appear on their own the first time they message one of your senders. To add one by hand, open the CRM page, open the ⋯ menu at the top right and select Add customer… (in a phase with no customers yet, the table offers Add customer too).

1. Pick the Sender that will message them, when the playbook has more than one. The list shows the senders of the playbook the CRM page is showing.
2. Enter their Phone number with its country code.
3. Optionally fill in their First name, Last name, Email, Contact phone, Instagram, and Notes.
4. Leave Send opener ticked to greet them with the first message of the playbook's starting phase, or untick it to add them without messaging them.
5. Select Add customer.

Instagram customers cannot be added by hand: they are added automatically when they message you, so an Instagram sender cannot be picked. When every sender of the playbook is an Instagram sender, Add customer… is unavailable and the menu says why.

Add customer shows only for team members whose role lets them edit customers.

A customer you add here reads Added by hand in the CRM's optional Source column, which shows how every customer first reached you (see phases-table). To add many customers at once from a spreadsheet, use Import customers (see import-customers).

Edit a customer's contact details

On the CRM page, open a customer's row. Its Contact section shows their First name, Last name, Email, Contact phone, Instagram, and Notes. Change what you need and select Save; only the details you changed are saved, so a detail the assistant recorded in the meantime is kept.

A customer's details belong to the person, not to one sender: a customer who writes to two of your senders has one name, email, notes, time zone and language, and a change made from either conversation shows on both. The name shown in the Inbox, on the CRM page, in announcements and in tasks is the same everywhere: their first and last name, else the name in your phone's address book, else the name they use on the channel.

• A warning next to First name means the first or last name is missing. WhatsApp templates that use the customer's name skip customers without one.
• Set by assistant names the details the assistant saved from the conversation (see assistant-contact-details).
• The section shows only to team members who can read the customer's conversation. Without permission to edit customers, the details are read-only.

The time zone, language, and opt-out settings are in the contact details of the customer's conversation in the Inbox (see inbox). The time zone you set there applies to the customer on every sender and carries over to their next conversation.

Delete a customer

In the customer's Contact section, select Delete and confirm. Deleting a customer on a sender closes their conversation there, stops their scheduled messages, and permanently deletes their reports and the report images uploaded for them on that sender. Their first and last name and notes stay, since those belong to the person on every sender. It needs permission to edit customers.

To erase everything about a customer on every sender, when they ask you to delete their data, use Erase all data instead (see erase-customer-data).