Customer Management

Manage all your customers centrally in Interflow CRM.

Overview

Interflow CRM allows you to manage all your contacts in one place, with complete interaction history, custom fields, and tag segmentation.

Accessing Customers

1. In the main menu, click Customers
2. You'll see the list of all registered customers
3. Use filters to find specific customers

Customer Registration

Standard Fields

Field	Description	Required
Name	Customer's full name	Yes
Email	Contact email	No
Phone	Main number	No
WhatsApp	WhatsApp number	No

Creating a Customer Manually

1. Click "New customer"
2. Fill in the fields
3. Add tags (optional)
4. Click "Save"

Automatic Creation

Customers are created automatically when:

• They start a conversation on any channel
• They are imported via spreadsheet
• They are created via API

Duplicate Customer Blocking

The system automatically detects and blocks duplicate customer creation.

How it works:

1. When trying to create a customer with existing data
2. System checks existing records
3. If duplicate found, shows alert
4. Option to view existing customer
5. Or merge data into existing

Detection criteria:

Field	Detection
Phone	Exact (ignores formatting)
Email	Exact (case insensitive)
WhatsApp	Exact (normalized)

Options when duplicate found:

• New creation is blocked
• Link to existing record shown
• Option to merge data
• Option to update existing

Configuration

Automatic merge can be disabled in Settings → Customers → "Allow duplicates".

Customer Profile

When clicking on a customer, you access their complete profile:

Information

• Contact data
• Custom fields
• Tags
• Registration date
• Last interaction

Addresses

In customer edit, the Addresses section lets you manage one or more delivery or billing addresses.

What you can do:

• List saved addresses (with default indication)
• Create, edit, and delete addresses
• Enter street, number, complement, city, state, ZIP, and country
• Save GPS coordinates (latitude/longitude) and open in Google Maps

How to add one:

1. Open the customer and go to the Addresses section
2. Click Add
3. Fill in the fields and, optionally, the coordinates
4. Save

AI Agent

Addresses can also be written automatically by the Update Customer Address tool — see AI Tools.

History

• All conversations
• Appointments
• Purchases/transactions
• Internal notes

Actions

• Start new conversation
• Schedule task
• Add note
• Edit registration
• Macros — automation buttons at the top of the General tab and in the ⋮ menu (see Customer macros)

Search and Filters

Quick Search

Type in search field to find customers by:

• Name
• Email
• Phone
• Tags

Advanced Filters

Filter	Description
Tags	Filter by specific tags
Channel	By origin channel
Date	By registration period
Fields	By custom field values
Last conversation	By the latest conversation status, or with no conversation
Status	Active, inactive, etc.

Last conversation status

In filters, under Last conversation, choose Filter by status and select one or more:

• Waiting
• In progress
• Finished
• Waiting to close
• No data or no conversation

The list shows only matching customers. Export uses the same filter.

Saving Filters

1. Configure desired filters
2. Click "Save filter"
3. Name the filter
4. Access quickly via selector

Restricted Visibility for Agents

Agents see only customers from teams they're assigned to.

Affected areas:

• Customer list
• Customer search
• Reports (filtered data)
• Exports (respects visibility)

Security

Administrators continue seeing all customers. This setting protects sensitive data between teams.

Customer Import

Via Spreadsheet (CSV/Excel)

1. Go to Customers → Import
2. Download template spreadsheet
3. Fill with your data
4. Upload the file
5. Map fields
6. Confirm import

Template columns include name, whatsapp, email, tags, and stage, plus custom field slugs.

Stage in the spreadsheet

1. Choose the funnel on the import screen. Accepted names are listed there
2. In the stage column, write the stage name in that funnel
3. Leave the cell empty to leave the stage unchanged
4. If the name does not exist in the funnel, the import stops and points to the row so you can fix the file

Someone who already exists (same WhatsApp or email) is updated and moved to the stage in the file.

Customer Export

1. Apply desired filters
2. Click "Export"
3. Select format (CSV, Excel, JSON)
4. Download file

Sensitive Data

If "Hide Contact Data from Agents" option is active, agents won't see email, phone and WhatsApp in exports.

Advanced Customer Reports

Generate reports with custom groupings and subdivisions:

1. In Customers → click "Advanced Reports"
2. Click "New Configuration"
3. Follow the 5-step wizard:
   • Step 1: Upload JSON (export from customer list)
   • Step 2: Configure groupings (e.g., by Source, Status)
   • Step 3: Configure total column
   • Step 4: Configure subdivisions (e.g., reasons for not buying)
   • Step 5: Review and save

Features:

• Smart normalization (unifies variations)
• Real-time preview
• CSV export
• Reusable saved templates

See more in Reports.

Bulk Customer Deletion

Administrators and owners can delete multiple customers simultaneously, with the option to also delete all linked chats.

How to use

1. Go to Customers and select the desired customers using the checkboxes
2. Click "Delete selected"
3. In the confirmation modal, check "Also delete all linked chats" (visible only to admin and owner)
4. Confirm the deletion

Irreversible

Messages, files, and flow sessions of all chats for the selected customers will be permanently deleted. POS orders are kept.

Items per Page

Choose how many customers to display per page in the listing:

• At the bottom of the list, select 10 per page (default) or 50 per page
• The list automatically reloads when you change the value

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Assign a stage in bulk

Owners and admins can place several customers who still have no stage into the funnel.

1. In Customers, select two or more customers
2. Assign stage only appears if at least one selected customer has no stage
3. Choose the funnel and the stage, then confirm

Customers who already have a stage are not changed. The screen reports how many were selected and how many received the stage.

This action does not trigger a flow, pixel, or message, and it does not record history. Changing one customer's stage still behaves as usual.

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Sales Funnel

In CRM → Sales Funnel, track customers by stage on a kanban board.

Search customer by name

Use the search field at the top of the funnel to find a customer in any stage:

1. Type the name in Search customer by name...
2. Review results with stage (badge) and position (#N of T)
3. Click a result to open the customer edit modal
4. If the card is already loaded in the column, it is also highlighted on the board

TIP

Search covers the entire current funnel (not only loaded cards) and respects Only mine and Hide closed.

Changelog: v2026.7.7

Hide closed

Use Hide closed at the top of the funnel to hide customers whose last conversation is Closed (or marked as resolved).

1. Open the desired funnel
2. Enable Hide closed
3. Columns show only pending, in-progress, or no-conversation customers
4. Turn it off to see everyone again

TIP

This option does not delete data — it only filters the view. It works with Only mine.

Changelog: v2026.7.6

CRM Access Control

Granular control over who can see and access each customer in the CRM.

Team Visibility (Agents)

Agents see only customers from teams they are assigned to:

• Customer list
• Customer search
• Reports (filtered data)
• Exports (respects visibility)

ℹ Administrators

Administrators continue to see all customers. This setting protects sensitive data between teams.

Permission-based Query

The multi-level security ensures that:

• Agents only query customers they have access permission to
• Reports are automatically filtered according to user profile
• Exports respect the same visibility rules as the interface

Sensitive Data (Privacy)

Protect customer contact information for agents:

1. Go to Settings → Customers
2. Enable "Hide customer contact data from agents"
3. Agents won't see phone, email, and WhatsApp in lists and exports

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Customer Merge

When identifying duplicates:

1. Select duplicate customers
2. Click "Merge"
3. Choose which record to keep as primary
4. Confirm merge

Merge keeps complete history from both records.

Custom Fields

Cascade Update in Select Fields

When renaming a custom field option of select type, all records are automatically updated.

How it works:

1. Access a customer → Custom Fields
2. Click next to the field
3. Click next to the option you want to rename
4. Type new value
5. Click "Update"

What gets updated:

• Field definition
• All customers using that option
• Shows how many records were affected

Protections:

• Detects concurrent edits
• Blocks duplicates
• Warns about conflicts

Notes and Tasks

Adding Notes

1. In customer profile, go to Notes
2. Click "New note"
3. Type content
4. Save

Notes are visible only to your team.

Transcribe audio

While editing a note, Transcribe audio uploads a file and appends the text at the end.

1. Open the note for editing
2. Click Transcribe audio
3. Choose the file and the model (GPT Transcribe or Scribe v2)
4. On Scribe, turn on No Verbatim for a cleaner transcript
5. Save the note

A long file is split into parts. The audio is not stored.

Creating Tasks

1. In customer profile, click "New task"
2. Define:
   • Title
   • Description
   • Due date
   • Responsible
   • Priority
3. Save

Next Steps

• Reports - Advanced customer reports
• Customer macros - Automation buttons on the profile
• Settings - Permissions and visibility
• Chat - Integrated service