Clients
What it is for
Clients is the central list of people your organization works with – prospects (leads), customers and registered users. The client detail keeps the whole history of the relationship in one place: deals, tasks, notes, documents, orders, groups and a timeline of events.
Clients are added to the list in three ways:
- manually – you add them with the New Client button,
- from a form or a page – when someone fills in a form on your website, in a funnel or on a landing page, the application finds the client by email, or creates a new one, and creates a deal for them,
- from a purchase – a paid e-shop order is matched to the client by email.
Where to find it
- In the left menu, click CRM – the item expands.
- Click the Clients sub-item.
What I see in the client list
The Clients list is a table. Above it are tabs, search and filters, at the top right the New Client button.
Tabs above the table (the number next to a tab is the number of clients):
| Tab | Who is in it |
|---|---|
| All | all clients of the organization |
| My contacts only | clients for whom you are listed as Sales Rep |
| Without sales rep | clients nobody is assigned to yet |
Table columns:
| Column | What it means |
|---|---|
| checkbox | selecting clients for bulk assignment of a sales rep (only with the right to edit) |
| Name | the client's first and last name, below it the email; if the name is missing, the email is shown |
| Won | the number of the client's won deals and their value in each currency |
| Negotiation | the number of open deals (not yet won or lost) and their value |
| Lost | the number of lost deals and their value |
| Sales Rep | the team member responsible for the client; Unassigned if nobody; pencil icon to change |
| Created | date and time the client was added |
Click the Name or Created header to sort the table. By default the newest clients are at the top.
The “…” menu at the end of a row offers:
- Detail – opens the client detail,
- More info – on a narrow screen shows the columns that did not fit,
- Delete – deletes the client (only with the right to delete).
Pagination is below the table: Rows per page (10 by default), the Previous and Next buttons.
How to search for a client
- Open CRM → Clients.
- Above the table click the magnifier icon Search.
- Type a first name, last name, email, phone or part of the address (at most 500 characters).
The table filters as you type. The active search is shown as a chip under the bar; the cross on the chip cancels it, the Reset link cancels all filters at once.
How to filter the client list
- Open CRM → Clients.
- Above the table click the Filters button. The Filter data window opens.
- Set one or more filters from the table below. Results change immediately; the number of clients found is shown in the window as Results.
- Click Done. The filters stay on after the window is closed.
| Filter | What it selects |
|---|---|
| Invoice | Issued, Paid or Overdue – one matching invoice of the client is enough. Issued means unpaid and not yet overdue. Data reflects the latest invoice synchronization. |
| Last contact date | by the latest entry in the timelines of the client's deals: Today, Last 7 days, Last 30 days, More than 30 days ago, More than 60 days ago, More than 90 days ago, Custom range (fields From and To) |
| Planned contact date | by the earliest due date of an unfinished task in the client's deals: Overdue, Today, Tomorrow, Next 7 days (including today), Custom range |
| Contact status | Lead, Active, Converted, Lost |
| Source | Added manually, Landing page, Form submission |
| Sales Rep | clients of a specific team member |
| Group | members of the selected group |
| Product | clients who bought at least one of the selected products (paid order); several products can be selected |
| Created from / Created to | the date the client was added |
To switch the filters off, click Reset in the Filter data window, or Reset next to the Active filters chips under the bar.
TIP
A client gets the Converted status automatically when they pay their first order.
How to add a client manually
Before you start: you need the Create right on the Clients row of the permission matrix (or Own). Without it the New Client button is not shown.
- In the left menu click CRM → Clients.
- At the top right click New Client. The New Client window opens.
- Fill in the fields according to the table.
- Click Create.
| Field | Required | What it means | Limits |
|---|---|---|---|
| no | the client's email; the application matches forms and purchases to the client by it | a valid email; only one client with the same email can exist in the organization | |
| First Name | yes | first name | – |
| Last Name | yes | last name | – |
| Voice agent salutation | no | how the voice agent should address the client, e.g. “Mr Smith”; if empty, the agent uses the full name | at most 120 characters; only letters, spaces, periods, apostrophes and hyphens |
| Phone | no | phone with country code | the code is prefilled according to the country you work from; it can be changed |
| Residence | no | street, city, postal code, country | at most 500 characters |
| Caregiver | no | the team member who cares for the client | only an active internal member of the organization |
| Resolver | no | the team member who handles the client's requests | only an active internal member of the organization |
| Ambassador | no | the ambassador who referred the client; the selection is linked to the referral system | only an active ambassador of the organization |
The Caregiver, Resolver and Ambassador fields are in the People supporting the client part of the window.
What happens after saving:
- the message Successfully created appears and the new client's detail opens,
- you automatically become the client's Sales Rep (whoever created the client),
- the client's source is Added manually,
- the caregiver and resolver receive a notification that the client was assigned to them.
How to check that it works: in CRM → Clients on the My contacts only tab (with the Own right) or the All tab (with View) the new client is at the top of the list.
How to assign a sales rep to one client
The Sales Rep is the team member responsible for the client. Only members whose role contains some CRM right can be selected.
From the list:
- Open CRM → Clients.
- In the client's row in the Sales Rep column click the pencil icon. The Sales Rep — client name window opens.
- Select a team member in the field. To remove the assignment, clear the field.
- Click Save. The button becomes active only after you change the selection.
From the client detail:
- Open the client detail (click the row in the list).
- On the Overview tab, on the right in the Contact information card, click the Assign link next to the Sales Rep row (or Change if there already is one).
- Select a team member and click Save.
After saving, Sales rep assigned or Assignment removed is shown. The new sales rep receives a notification.
How to assign a sales rep to several clients at once
- Open CRM → Clients.
- Tick the checkboxes on the left next to the clients. The checkbox in the table header (Select all on page) selects all clients on the current page.
- At the top right an icon of a person with a plus sign appears – Bulk assign salesperson. Click it. The Assign salesperson (number contacts) window opens.
- Select the sales rep. Pick a salesperson. Leave empty to unassign.
- Click Save.
After saving, Contacts assigned: number is shown and the selection is cleared.
WARNING
Bulk assignment also overwrites clients who already had a sales rep.
What I see in the client detail
Open the client detail by clicking a row in CRM → Clients (or the name, or via the “…” menu → Detail).
The detail header shows:
- the client's name with an avatar, email and phone,
- the Sales Rep: line with the name or Unassigned,
- labels: the client's role in the organization (if they have an account) and the Ambassador label if the client is an ambassador,
- the Edit button (with the right to edit clients),
- the Profil button if the client has a user account – it opens their profile in the Organization section.
Detail tabs (the number after the name is the number of records):
| Tab | What it contains |
|---|---|
| Overview | deal summary, timeline, contact details, next steps and open deals |
| Deals | all the client's deals |
| Tasks | the client's task board in three columns by status |
| Notes | internal team notes about the client |
| Documents | the client's private attachments |
| Orders | the client's e-shop orders |
| Groups | the groups the client belongs to (only with the right to groups) |
| History | a timeline of events with a filter |
The Clients link in the top navigation (breadcrumbs) takes you back to the list with the same filters you had.
What I see on the Overview tab
The Overview tab of the client detail has two columns.
On the left:
- a summary of the client's deals: Active, Closed, Lost – count and value,
- Timeline – the client's latest events including notes (the same content as the History tab).
On the right:
- the Contact information card: Sales Rep (with the Assign / Change link), Residence, Created, and below that People supporting the client – Caregiver, Resolver, Ambassador with an Edit button,
- the Show more button – opens the Details window with the creation date, role, the client's source (form, page or Added manually) and, in the Filled form data part, all answers the client sent through forms,
- Next steps – up to 3 unfinished tasks sorted by due date; click to open the task detail; the All tasks (number) button switches to the Tasks tab,
- Open deals – up to 3 open deals; click to open the deal detail; the Deals (number) button switches to the tab of the same name.
How to edit a client's details
Before you start: you need the Edit right on the Clients row. With the Own right you can edit only clients for whom you are the sales rep.
- Open CRM → Clients and click the client's row.
- In the detail header on the right click Edit. The Edit window opens.
- Change the Email, First Name, Last Name, Voice agent salutation, Phone or Residence fields (the same rules as when creating).
- Click Save.
After saving, Successfully saved is shown. If the email already belongs to another client, A contact with this email already exists is shown and the change is not saved.
How to set the people supporting the client
People supporting the client are the people who care for the client (Caregiver), handle their requests (Resolver), and the ambassador who referred them (Ambassador).
- Open the client detail, Overview tab.
- In the Contact information card, next to the People supporting the client heading, click Edit. The Edit people supporting the client window opens.
- Select people in the Caregiver, Resolver and Ambassador fields. Clear a field to remove the person.
- Click Save.
After saving, Client relationships saved is shown. A newly assigned caregiver or resolver receives a notification.
The ambassador cannot always be changed
If the referral from the ambassador already has orders or commissions, the Ambassador field is inactive with the text The ambassador can no longer be changed because the referral has orders or commissions. This protects commissions already paid.
How to add a deal to a client
- Open the client detail and switch to the Deals tab.
- In the card header on the right click Create deal.
- Fill in the window – the client is already prefilled. The fields are described in the Deals chapter.
- Click Create.
On the Deals tab there is a summary above the table: Total, Won, Negotiation and Lost – count, value in each currency and share of the total. The table has the tabs Newest (sorted newest first) and Urgent (sorted by the urgency of open tasks). Click a row to open the deal detail.
How to add a task to a client
- Open the client detail and switch to the Tasks tab.
- Click Create task.
- Fill in the window – the client is prefilled. The fields are described in the Tasks chapter.
- Click Create.
The Tasks tab of the client detail is a board with three columns To Do, In Progress and Done. Move a task to another status by grabbing the card with the mouse and dropping it in another column. Click a card to open the task detail.
How to add a note to a client
A note is internal text visible only to the team – the client never receives it.
- Open the client detail and switch to the Notes tab.
- At the top right click Add note. The Add note window opens.
- Type the text into the Write a note... field. Selecting text shows a formatting toolbar (bold, lists, links).
- Click Save. The button is inactive while the note is empty.
After saving, Note added is shown. The note shows the author's name and the time (“5 minutes ago”).
How to edit or delete a note on a client
- Open the client detail, Notes tab.
- Click the three-dot icon at the top right of the note.
- Choose Edit – the Edit note window opens; change the text and click Save.
- Or choose Delete and confirm the question Are you sure you want to delete this note? with the Delete button.
Only the author can edit and delete a note. If anyone else tries to edit it, You are not authorized to edit this note is shown; an attempt to delete it shows no message and the note simply stays. Deleting additionally requires the Delete right on the Clients row.
How to upload a document to a client
The Documents tab of the client detail stores the client's private attachments (contracts, scans, quotes). Documents of a deal are kept separately in the deal detail.
Before you start: you can upload and delete with the Edit right on the Clients row. With the View right you can only see and download documents.
- Open the client detail and switch to the Documents tab.
- Click the Click or drop a file field and choose a file, or drag it into the field with the mouse.
- Wait until it uploads. You see the progress in percent, then Saving….
After uploading, Document uploaded. is shown and the file appears in the list with its size, date and the name of whoever uploaded it.
| Rule | Value |
|---|---|
| Allowed formats | PDF, TXT, JPG, PNG, WEBP, DOCX, XLSX, PPTX (Office without macros or embedded objects) |
| File size | at most 20 MB |
| Number of files | one at a time; at most 100 documents per client |
| Total limit | 1 GB per organization |
Download: click the down-arrow icon next to the document. Delete: click the bin icon and confirm in the Delete document? window with the Delete button. A deleted file cannot be restored.
Where to see the client's purchases
- Open the client detail and switch to the Orders tab.
Each row is one order: the order number (a link to the order detail in the e-shop), date, status (Awaiting payment, Paid, Cancelled, Refunded), the list of products and the total amount. The down-arrow at the end of the row expands the order items; the external-link icon next to it opens the order detail.
Where to see the client's groups
- Open the client detail and switch to the Groups tab.
A list of the groups the client belongs to is shown with a Manual or Automatic label. Click a group name to open its detail. If the client is in no group, This client is not in any group. is shown. The tab is shown only to those with the right to groups.
How to read the client's history
- Open the client detail and switch to the History tab.
- At the top are the event type toggles: Deals, Orders, Forms, Tasks, Notes. Click a type to switch it on or off. Notes are off by default.
Events are grouped by month, newest first: contact creation, creation and changes of deals, submitted forms, orders and payments, tasks and notes. A deal event shows the deal's current value, and clicking it opens its detail.
How to delete a client
Before you start: you need the Delete right on the Clients row.
- Open CRM → Clients.
- In the client's row click “…” and choose Delete.
- In the Delete window read the warning and confirm with the Delete button.
Irreversible
Deleting removes the client together with all their deals, tasks and notes, form shares and group memberships. It cannot be undone. If you just no longer want to work with the client, remove their sales rep instead.
Who can do this
Permissions are set by an administrator in Organization → Permissions, in the CRM module, Clients row – see Permission matrix.
| Right | What it allows |
|---|---|
| Own | you see the My contacts only tab and work with clients for whom you are the sales rep |
| View | you see all clients, the All and Without sales rep tabs, you download documents |
| Create | the New Client button |
| Edit | editing details, sales rep, people supporting the client, notes, uploading and deleting documents, bulk assignment |
| Delete | Delete in the “…” menu |
The Groups tab in the detail requires a right on the Groups row.
Common questions and problems
I do not see the New Client button. You lack the Create right (and Own) on the Clients row.
I do not see the All tab, only My contacts only. You have only the Own right. Seeing all clients requires View.
On saving, “A contact with this email already exists” is shown. The organization already has a client with this email. Find them via Search and work with them – two clients with the same email would split the history.
The New Client window only reports “Error creating”. When creating, the window does not show the exact reason. Most often a client with the same Email already exists in the organization – find them via Search. Another possible cause is that the selected Caregiver or Resolver is no longer an active internal member of the organization.
On saving, “You are not authorized to perform this action” is shown. You have only the Own right and the client belongs to another sales rep.
When selecting a person, “The selected person is not an active internal member of this organization” is shown. The caregiver and resolver must be active internal members (not external users).
The bulk assignment icon is not shown. It appears only after you tick at least one client, and only with the Edit (or Own) right.
I am missing the Membership tab. It is no longer in the client detail. Find the client's courses in the Membership module.
Can the client list be imported or exported? The Clients screen has no import or export. CSV export is available for deals – see Deals.