CRM
Clients
Your customer records: contact details, activity timeline, tickets, deals, tasks and notes in one place.
Contents: Who can use it · The client list · Create or edit a client · The client page · Activity timeline · AI summary · Message a client · Privacy menu · Synced clients · Example · FAQ
Who can use it
Staff with the client permissions (view, create, edit, delete, import, export). Individual buttons only appear if you hold the matching permission.
Where: CRM → Clients.
Clients are a core feature: every workspace has them, even when CRM is not in the plan or is turned off in Modules Setup. Only your role's client permissions decide who can use them. Without CRM the client page hides the CRM-only parts: the Deals and Tasks tabs, the company link and picker, territory, Enrich, the AI summary, sending email and the Open in Contacts link. Tickets, call history, notes, the activity timeline, devices and assets stay.
The Clients page.
The client list
| Column | Meaning |
|---|---|
| SL | Row number |
| Client | Name, with photo |
| Phone | Main number |
| Status | Active or inactive |
| Actions | Info, Edit, Status (change the client status), Delete |
Page buttons:
| Button | What it does |
|---|---|
| Developer API | Opens Sync connections and Developer API |
| Export | Downloads the list (with current filters) as CSV or Excel. Very large lists are prepared in the background and you get a notification with the download link |
| Import | Starts the client import |
| Add custom fields | Opens Custom fields |
| New client | Opens the create page |
Create or edit a client
- Click New client.
- Fill the Client Information: photo, First Name, Last Name, Unique Number (type a code or choose Generate), Phone numbers (the starred one is used first; a number can belong to one client at a time), Emails, Tags, Area and any custom fields.
- Click Create Client.
Notes on fields:
- Tags (press Enter after each, for example "VIP" or "Due") can be used by caller rules in the phone system to route calls.
- Area: an outage announced for this area is played on the client's calls.
- Whether two clients may share a phone number is set in General setup.
The client page
Open a client from the list. At the top is the client card, a Privacy menu and a Send message button. A strip below shows where the client was synced from (if any) and their Numbers (click to call), with Open in Contacts.
| Tab | Content |
|---|---|
| Overview | Contact information, alternate phone, account details (unique number, source, tags), call counts |
| Activity | The timeline of everything that happened |
| Call History | Calls with this client |
| Tickets | Support tickets raised by or for the client, with Open, In progress and Resolved counts |
| Deals | The client's deals (if you may see deals) |
| Tasks | Tasks linked to the client (if you may see tasks) |
| Notes | Internal notes: Add note, edit or delete. Never visible to the client |
Activity timeline
One chronological feed for the client, lead or deal. It combines calls, emails, chats, tickets, notes, tasks, follow-ups, events, deal stage moves, AI summaries and quality reviews.
- Filter the timeline by type (Calls, Emails, Chats, Tickets, Notes, Tasks, Events, Stages, Insights).
- Calls show their kind (Incoming, Outgoing, Missed, No answer, Internal). Use Play recording to listen if you have permission; otherwise you see "A recording exists but you cannot listen to it".
- Write a note directly in the box and post it with Add note (Ctrl+Enter).
- Load older activity pages back in time.
AI summary
A short written summary of the relationship with Refresh. It shows Sentiment (Positive, Neutral, Negative, Mixed), what is Still open and a Next step. A message "new activity since" tells you when it is out of date.
If it shows a notice instead: "AI is switched off", "Out of AI credits" (renews next month, or add your own AI key in AI settings) or "No AI engine available" (ask an administrator).
Message a client
Send message opens the message composer with every phone number and email on file for the client, so you can send an SMS, WhatsApp or email without leaving the record. The same button exists on leads and contacts. Messaging channels are configured under Chat & Messaging → Chat settings → Messaging.
Privacy menu
The Privacy menu (subtitle "Personal data (GDPR)") offers Consent record, Export data and Erase person. It is described in Privacy and GDPR.
Clients synced from other software
A client that comes from your billing software shows a pill "Synced from {connection}" with its external ID and the time of the last sync. Name, client code, phones, email, address and status come from there; change them in the other software. "Deleted at {connection}" means the record was removed at the source. See Sync connections and Developer API.
Example scenario
Shahin, an account manager at a Dhaka ISP, opens "Tahmina Akter - Gulshan office". The Activity tab shows a missed call yesterday, an open ticket "Slow speed" and a quote sent last week. The AI summary says "Sentiment: Mixed. Next step: call back about the speed complaint." Shahin clicks Send message, sends a WhatsApp, then adds a task "Call Tahmina at 3 pm" on the Tasks tab.
Tips
- Use tags for segments ("VIP", "Corporate") and the Area for outage messages.
- Keep notes factual; they become part of the record that a privacy export can include.
Troubleshooting and FAQ
I cannot save: "A number can be with one client at a time". Another client already has that number, because the rule "Client phone numbers must be unique" is on. Open the other client or change the setting in General setup.
There is no Delete button. You need the client delete permission.
The Deals or Tasks tab is missing. Those tabs only show if you may see deals or tasks.
Related pages
Client import · Custom fields · Contacts · Leads · Deals · Privacy and GDPR · Search and favourites