The customer record is the shared context behind the inbox. Keep it focused enough that teammates can understand the customer and next action without searching across tools.
Contact records
Use Customers to review identity, channels, contact details, tags, custom fields, conversation history, notes, appointments, and related deals. Merge or correct duplicates when the same customer appears through multiple sources.
Design useful fields
Create fields only when they change a decision, segment, automation, assignment, or report. Give each field a clear owner and allowed values. Avoid free-text fields when a controlled option will keep reporting clean.
Tags versus fields
Use tags for flexible operational markers such as VIP, callback requested, or campaign source. Use fields for durable structured facts such as city, customer type, preferred service, or renewal date.
Pipelines and deals
In Pipelines, define stages that represent real buyer progress. Every active deal should have an owner, value when known, next action, and expected timing. Move a deal because evidence changed, not because time passed.
Connect conversations to sales work
When a conversation becomes a qualified opportunity, create or update the deal from the same customer context. Use automations for deterministic updates and reminders, while keeping pricing exceptions and commitments with the accountable salesperson.
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