Customer 360

When a customer writes in, your agent should not have to hop between pages to know who they are talking to. The Contact panel beside the conversation brings together the customer's details, their store orders, follow-ups, deals and appointments, so the agent replies with the whole picture in view and acts from the same place.

Open the panel

1. Open the customer's conversation.
2. Select the person icon in the small column beside the messages; the Contact panel opens.
3. At the top are the customer's details: name, mobile and email. Below them are sections; select a section's name to open it.

What the panel shows

• Store orders (1): the customer's orders from your Salla or Zid store, with status, amount and shipping. It appears when your workspace has a connected store. Details in Customer orders in the conversation.
• Follow-ups (2): open tasks about this customer, with overdue ones marked. Select Add task to add one linked to the customer and this conversation.
• Deals (3): the customer's open deals and their value. Select New deal to create one from the conversation, or the link button next to an existing deal to link it to this conversation.
• Appointments (4): the customer's upcoming appointments, and New appointment to book one.
• Promotional messages (5): whether the customer receives your campaigns or asked to stop, and where that request came from.

The panel also holds Contact Attributes, Contact Notes, Previous Conversations and Attachments, plus Conversation Actions for assignment and labels.

Note: each section appears only if your plan includes its feature. If you do not see Deals, Follow-ups or Appointments, that feature is not on in your workspace.

Stop promotional messages for a customer

If a customer asks, in any way, not to receive your offers, record it so your WhatsApp campaigns skip them from then on:

1. Open Promotional messages.
2. Select Stop promotional messages. You see "Done. This customer will receive no promotional messages."

If the customer later agrees again, select Resume promotional messages. The section shows why messages were stopped, such as "The customer asked in the conversation." or "Recorded by an agent."

Note: stopping needs the customer's mobile number. If they have none, the section says so; add the number to their details first.

Arrange the sections your way

Drag any section by its title bar and drop it where you want it. The order stays as you left it in every conversation you open. Put what your team needs most at the top, such as Store orders for an online store or Deals for a sales team.

Read next

• Tasks
• Deals
• Appointments