Customer card

The card opens from the customer list, the calendar, an order or an inquiry. It keeps the customer's whole history in one place.

Phone with the country flag and the “WhatsApp” button — opens a chat with this number in a new tab (in the app or WhatsApp Web). You write and send the message yourself.
“Customer's country” — where the customer orders from.
Marks: “Do not contact”, “Consent to marketing” / “No marketing”, “Repeat” (2 orders or more).
“Next occasion: …” — the nearest birthday, anniversary and so on, and in how many days it is.
The coloured label is the customer's project.

Quick actions

“+ Inquiry” — record a new inquiry of the customer (see Inquiries).
“+ Order” — create an order (see Orders).
“Edit” — the customer form.
“Merge with…” — merge duplicates (the owner and admins).
“Delete” — to the trash (the owner and admins).

A viewer sees the card read-only, without buttons.

Tabs

“Details” — email, language of communication, marketing consent, “Do not contact”, last contact, number of orders, when the customer first got in touch and when they were added; the “Additional fields” and “Notes” blocks.
“History” — inquiries and orders by date, newest first.
“Conversation” — WhatsApp messages with the customer (see below).
“Orders” — all the customer's orders with totals per currency.
“Recipients” — who the customer gives to: mother, wife, colleague (see Recipients).
“Occasions” — birthdays, anniversaries and other dates (see Occasions).
“Log” — the owner and admins only: deleting, restoring and merging this customer, deleting and restoring their orders and inquiries.

The number in brackets on a tab is how many entries it has.

History

The customer's inquiries and orders in one feed, newest first. Click an inquiry or an order number to open it. An inquiry shows its open reminder (“Remind on 10 October: …”), an open one — a “Remind me” link (see Remind me to reach out).

The customer's orders

The customer's orders: number, date, status, amount. At the top is the “Total” per currency.

The customer's log

Who deleted, restored or merged this customer, and who deleted or restored their orders and inquiries, and when. The whole account's log is in Audit log.

Conversation

The “Conversation” tab shows the customer's messages from the channels of their project (WhatsApp). Replies are written from the phone; QoCRM can send only an approved template. Messages run top to bottom, newest at the bottom, with a separator for each day; times are in the account's time zone.

The customer's messages are on the left, yours on the right.
The “from the phone” mark — a reply a manager sent from the WhatsApp Business app on the phone. Reply to customers as usual, from the phone: a copy of the reply is saved here by itself.
Photos, voice messages, videos and documents are shown by name (“Photo”, “Voice message”, the file name) — the files themselves are not loaded into the CRM yet.
The “history” mark — older chats loaded when the number was connected (up to 6 months). They create no inquiries.
The “sent from QoCRM · name” mark — a template sent from QoCRM, with its status: ✓ sent, ✓✓ delivered, blue ✓✓ read, ⚠ not delivered (with the reason).
The latest 500 messages are shown.

Everyone who sees the customer sees the tab. Messages appear once a WhatsApp number is connected to the project (the “Channels” section of the project card). How messages become inquiries is in Inquiries.

The customer form

Opens with “New contact” in the list or “Edit” on the card.

“Project” — the project the customer wrote to. Chosen only when creating: it never changes later. The main project is preselected.
“Name” and “Phone” — at least one of the two is needed. Type the phone in any format: “+374 91 234567”, “8 (916) 392-38-02”, “091 23 45 67”. A number without a country code is read in the account's country. It is stored in the international form.
“Customer's country” — “By the phone” by default; pick another one if the customer lives elsewhere than the number's country.
“Email” — optional.
“Language of communication” — which language to write to the customer in; it picks the language of the message template.
“Marketing consent” and “Do not contact” — see below.
“Notes” and “Additional fields” (the account's own fields).

Duplicates. If the chosen project already has a customer with this phone, a second one is not created: the existing card opens, and its empty fields are filled from the form. A customer with the same number in another project is not touched — that is a separate customer. If you change the number to that of another customer of this project, the form suggests merging them.

“Do not contact” and marketing consent

“Do not contact” — offer this customer nothing: they are left out of the occasion calendar, the “Offer for a holiday” lists and future mailings. Fill in the “Reason” — colleagues see it on the card. The mark is used, for example, after a conflict; when you save a “Mourning” occasion, QoCRM asks whether to set it.
“Marketing consent”: “Unknown”, “Granted” or “Revoked”. With revoked consent the customer is also left out of offer lists.

Same number in other projects

Only the owner and admins see it. If customers of your other projects have the same number, the card shows a block with links to them: project, name, number of orders, the “Do not contact” mark. They are separate customers: their data is not merged, and the customer never learns that the projects belong to one business.

Merging duplicates

If one person is recorded with two cards in one project:

Open the main card and click “Merge with…”.
In “Find the other contact”, type a name or phone and click “Search”. Only customers of the same project are searched.
Click “Choose” next to the right customer. A table appears: “Main contact”, “Merged into it” and “Result” — the customer after the merge.
If the other one should be the main contact, click “Make … the main one”.
Click “Merge” and confirm.

What happens: the main contact's values stay, empty fields come from the other one, notes are combined, “Do not contact” stays if either has it. Inquiries, orders, recipients, occasions and reminders move to the main contact; repeated occasions (same kind and date) are removed. The other customer disappears; its link leads to the main one. A merge cannot be undone.

Deleting

“Delete” (the owner and admins) sends the customer to the trash: they disappear from lists, search and reports, and their number can be used for a new customer. All data is kept and the customer can be restored. A customer is deleted for good only from the trash.