Customer CRM

The Customer CRM gives you a clear view of everyone who has chatted with your chatbot. Instead of faceless conversations, you get real customer profiles — complete with their history, interests, and purchase intent — so your team can follow up, prioritize leads, and build better relationships.

Key things to know:

• Customers are created automatically the first time someone starts a conversation — no manual entry needed.
• Each customer has a persistent profile that works across platforms (Website, Telegram, Zalo, Facebook).
• Requires Basic plan or higher and the Customer Tracking feature enabled on each chatbot.
• Access it under the Customers tab inside any chatbot.

Enabling Customer Tracking

Before customers appear in your CRM, you need to turn on Customer Tracking for each chatbot where you want it active.

1. Open the chatbot from your dashboard.
2. Go to Settings → Features.
3. Toggle on Customer Tracking (CRM).
4. Click Save.

From that point forward, new conversations will automatically create or update customer profiles.

Note: Enabling Customer Tracking only applies going forward. Conversations that happened before you turned it on will not retroactively generate customer profiles.

Customer Profiles

Every customer gets a profile that combines automatic data (collected from their conversations) with fields your team can edit and enrich.

Identity Fields

These are set automatically and cannot be edited:

CRM Fields (Editable)

These fields are yours to manage. The AI will make initial inferences from conversations, but you can review and update them anytime:

Tip: The AI automatically infers interests, traits, and purchase intent from each conversation. Think of these as a helpful starting point — review them regularly and correct anything that seems off.

Metadata

Beyond the standard fields, you can attach custom key-value pairs to any customer profile. This is useful for linking them to your own systems — for example, storing their order ID, email address, or account number.

Viewing Your Customers

The Customer List

Navigate to any chatbot and click the Customers tab. You'll see a list of all customers for that chatbot, showing:

• Platform icon (Web, Telegram, Zalo, Facebook)
• Last active date
• Purchase intent badge
• Current status

You can sort the list by last active date or filter by platform, intent, or status.

Searching and Filtering

Use the search bar at the top of the Customers page to find a specific customer by name, external ID, or a metadata value. Combine search with filters to narrow things down quickly.

Summary Stats

At the top of the Customers page, you'll see an at-a-glance summary:

• Total customers
• Customers broken down by platform
• Customers broken down by purchase intent
• New customers added this month

Customer Timeline

Click any customer to open their full profile. Inside, the Timeline tab shows their complete history with your chatbot:

• Every conversation they've had
• Status changes your team made
• Notes added by team members
• Intent changes detected automatically by the AI

The timeline gives you the full picture of a customer's journey — useful before a follow-up call or when handing off to another team member.

Managing Customer Profiles

Updating a Profile

1. Click a customer from the list to open their profile.
2. Edit any CRM field: status, intent, interests, traits, or needs.
3. Add or remove metadata key-value pairs as needed.

Changes save automatically as you update each field.

Adding Notes

Notes let your team record context that isn't captured automatically — call summaries, special requests, or anything worth remembering.

1. Open a customer profile and go to the Notes tab.
2. Click Add Note.
3. Type your note and save.

Notes display the author's name and timestamp, and are visible to all team members with access to that chatbot.

Updating Status

You can update a customer's status directly from their profile: click the Status field and select a new value. For updating many customers at once, use the bulk update feature described below.

Deleting a Customer

1. Open the customer profile.
2. Scroll to the bottom and click Delete.
3. Confirm the deletion.

Warning: Customer deletion is permanent. Their profile and all attached notes will be removed. However, their conversation history is stored separately and will remain visible in the Conversations tab.

Bulk Operations

Bulk Status Update

When you need to update many customers at once:

1. Select customers using the checkboxes in the list view.
2. Click Bulk Update.
3. Choose the new status or intent to apply.
4. Confirm the change.

Exporting Customers

Click Export on the Customers page to download a CSV file containing all customer records. The export includes platform, status, purchase intent, interests, traits, and last active date — useful for reporting, backups, or sharing with your team.

Importing Customers

Click Import and upload a CSV file to add customers in bulk. Use an exported file as a template to ensure your data is formatted correctly. This is handy when migrating contacts from another CRM or spreadsheet.

Purchase Intent

The platform analyzes each conversation and automatically assigns a purchase intent level to the customer. Here's what each level means and how to act on it:

Tip: Use the intent filter to focus on "Ready to Buy" customers first. These are your hottest leads and deserve the fastest follow-up.

Staff Notifications on Customer Activity

When Intent Detection is enabled on your chatbot, you can configure automatic notifications to alert your team when:

• A customer reaches a certain intent level
• A specific intent is triggered (e.g., "Book appointment")
• A customer asks something that requires a human response

This keeps your team informed without having to check the CRM manually. See the Intent Detection guide for setup instructions.

Tips for Using the CRM Effectively

• Check it daily. Spend a few minutes each morning reviewing new customers and recent conversations.
• Keep statuses current. An up-to-date status field helps your whole team know who needs attention and who is already handled.
• Add notes after conversations. A quick note after a call or chat saves time when you or a teammate follows up later.
• Filter by "Ready to Buy". Make this your first stop each day to catch high-intent leads before they go elsewhere.
• Export regularly. Keep a periodic CSV backup of your customer data for your records.

Plan Requirements

Customer CRM requires the Basic plan or higher. Free plan users do not have access to this feature. In addition to upgrading your plan, you must also enable Customer Tracking in each chatbot's Settings → Features to start collecting customer profiles.