Customers and sales
A customer who wrote from several apps has one profile. Sales stage, tags, tasks and notes live in that profile.
Recorded from the real app, with a sample business's data.
When the same person writes on Instagram and on Telegram or WhatsApp, their files are joined and the panel shows one customer; stage, tags, details, responsible member and consent stay the same everywhere, and the chats from every app appear together in time order.
Anyone who messages you on Instagram, Telegram or WhatsApp, or fills a form, gets a file with its own number automatically: conversation, forms, media, notes, payments and timeline in one place.
When two files share a phone number or an e-mail, the customer page suggests joining them; one click and a confirmation make them one customer.
Each customer page has Overview, Conversation, Timeline, Forms, Media, Notes and Automations tabs with a count next to each; installed modules add tabs of their own.
Name, username and earlier usernames, whether they follow your page, and follower count come into the file automatically, and the profile picture is saved on this computer so it stays visible later.
Every important event is logged on the timeline with the time and who did it (customer, bot, team or system): stage and tag changes, forms, payments, tickets, notes, assignments and more.
Write notes on each customer's file that the customer never sees; pin an important one so it stays on the overview. The author's name is saved with each note.
Type a tag on a file and press Enter; tags have colours and names in Persian, Arabic and English, and the Stages & tags page shows how many customers carry each one, with edit and delete.
When joining, the main file's details are kept and gaps are filled from the other; all tags are combined, the furthest stage is kept and follow-up tasks move with the customer. You can split them again whenever needed.
From the top of the file you can change the stage, open the chat, take it over from the bot or hand it back, message the customer on WhatsApp with one button and close an open ticket.
The app adds useful tags on its own, such as form complete or asked for the team, and tags the customer's style from their own messages, for example upset, short writer or prefers voice.
If two files were joined by mistake, tap «Separate» next to that app on the customer page; it gets its own file back with a copy of the shared details.
Each stage is a column and each customer a card; drag a card to another column to change the stage. The card shows score, responsible member, tags, next task and last activity.
Every customer gets a score from 0 to 100 shown as hot, warm or cold; under it you see why: recency, messages, form, contact details, stage and payment.
Each customer file says what is needed now, such as «submitted the form, call them» or «a payment is pending, remind them»; one button turns it into a follow-up task with a fitting due time and priority.
Each customer's first and latest way in is recorded: direct message, post comment, story reply or mention, tracking link, ad, form or automation, with the app and time; filter the customer list by source too.
Create one or more sales pipelines and set their stages with names in three languages, colours and your own order; each stage has a standard type so reports work for any trade.
As soon as a customer's score turns hot, their responsible member (or the whole team) is told with the name and score; switch it on or off in the follow-up settings.
Without any setup you have a ready sales pipeline, and customers move along it on their own as they chat, fill a form and pay: from «New» to «Customer».
A stage that has customers can be deleted only after moving them to another stage; the default pipeline, a pipeline in use and the last stage of a pipeline cannot be deleted.
When an automation or a form moves a customer, it only moves them forward, and a new message never pulls them back to an earlier stage; your manual changes can go either way.
Create a follow-up task for any customer, such as a call, message, meeting or payment follow-up, with a due time and a responsible member; the Tasks page shows today's, overdue, all open and done tasks separately with counts.
The customer list has one row per person with score, responsible member, next task, form status, media count, tags and last activity; filter by stage, tag, member, hot or cold, source, app and today's or overdue tasks.
Save a set of filters you use often, such as «hot leads from Instagram», under a name and return to it in one click; each colleague keeps their own views.
Download the customer list, with the filters you chose, as a CSV file that opens in Excel with Persian and Arabic shown correctly; it includes name, phone, e-mail, city, stage, tags, score, responsible member, source and next task.
At each task's due time its owner is alerted, and if it is still not done an hour later an «overdue» alert follows, in the panel, on Telegram and in the phone app.
Whenever a customer completes a form, a high-priority «call them» task is created for their responsible member, with an alert; you choose the due time or switch it off.
If a customer's message on Instagram or WhatsApp is still unanswered with less than 3 hours left of the 24-hour window, the team gets an urgent alert and their ticket is raised to high, so you reply in time.
The app watches that no customer slips away: it tells the team in time and sends the customer a few short, helpful messages in their own language. One switch in Settings turns it all on or off; it is on by default.
A customer who saw the prices and went quiet gets a short message with «choose» and «talk to the team» buttons about 2 hours later and a last note about 20 hours later; if they reply or the chat is with the team, nothing is sent.
If a warm or hot lead has been quiet for 3 days and has not bought yet, a follow-up task is created for their responsible member with an alert; never a second one while a task is open.
Automatic messages are not sent between 22:00 and 08:00 and wait for the morning; each customer gets at most 2 automatic messages a day and 4 a week, and everything stops when they reply or ask to stop.
Every request that needs a person becomes a ticket, and the Tickets page lists them by whose turn it is, priority and waiting time; each person has only one open ticket and new reasons are added to it.
When the team answers, the ticket becomes «waiting for the customer»; when the customer writes again it is the team's turn again. After 7 days without a customer reply it closes itself, and closing a ticket hands the chat back to the assistant.
When a customer starts waiting for the team, one alert arrives with their name, app and last message, and one reminder if nobody answers within 15 minutes; more messages in the same turn do not create new alerts.
On the Tickets page close a ticket with «Solved», reopen a closed one and change its priority right in its row; an open ticket also shows at the top of the customer's file with a close button.
Create a login for each colleague so you know who did what; there are three roles: Owner has everything, Staff does the daily work without settings, and View only sees everything but changes nothing.
Pick the responsible member on each customer's file; that customer's alerts go to them, a colleague sees only their own customers with the «Mine» filter, and the assignment is logged on the timeline.
With «in turn among the team» on, each new customer is assigned automatically to the next member, so work is shared fairly.
On the Tasks page the owner has every follow-up setting in one place: the due time of the «call them» task after a form, sharing customers in turn, the hot-lead alert, Telegram alerts and the personal WhatsApp alert; each change is saved at once.
Tap Reply on a Telegram alert and type; your text goes to that customer on Instagram, WhatsApp or Telegram as the team's answer, and the bot stays quiet while you are in the chat.
Photos, videos, voice notes and files a customer sends are gathered in the Media tab of their file, kept only on this computer, and every time one is opened it is written to the access log.
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