Customers

Last Contact: Within 7 days
Total Conversations: > 5
Preferred Channel: WhatsApp
Lifetime Value: > $500
```text

### Search

Find customers quickly:

**Search by:**
- Name
- Phone number
- Email
- Company name
- Conversation content

**Examples:**
```text
"john smith" - Search by name
"+1234567890" - Search by phone
"order #12345" - Search mentions
```text

## Customer Details

### Contact Information

Manage customer contact details:

**Primary Contact:**
- Full name
- Primary phone
- Primary email
- Preferred contact method

**Additional Contacts:**
- Alternative phone numbers
- Additional emails
- Social media handles
- Company information

**Communication Preferences:**
- Preferred channel
- Preferred time to contact
- Language preference
- Timezone
- Opt-in/opt-out status

**[Screenshot placeholder: Contact information edit form]**

### Conversation History

Complete interaction timeline:

**View All Conversations:**
```text
March 15, 2024 - WhatsApp - Resolved
"Appointment booking for haircut"
Agent: AI Agent
Duration: 3 minutes
Satisfaction: ⭐⭐⭐⭐⭐

March 1, 2024 - Web Chat - Resolved
"Product inquiry about new services"
Agent: Sarah
Duration: 8 minutes
Satisfaction: ⭐⭐⭐⭐

February 20, 2024 - Phone Call - Resolved
"Support request for rescheduling"
Agent: AI Agent → Mike
Duration: 5 minutes
Satisfaction: ⭐⭐⭐⭐⭐
```text

**Filter Conversations:**
- By date range
- By channel
- By status
- By assigned agent

**[Screenshot placeholder: Customer conversation history]**

### Engagement Metrics

Track customer engagement:

**Activity Metrics:**
- Total conversations
- Average conversations per month
- Last interaction date
- Days since last contact
- Response rate
- Average response time

**Channel Usage:**
- Preferred channel
- Channel distribution
- Channel switching frequency

**Satisfaction:**
- Average CSAT score
- Total ratings given
- Sentiment trend
- Feedback comments

**[Screenshot placeholder: Customer engagement metrics]**

### Purchase History

Track customer transactions:

**Orders & Bookings:**
- Date and time
- Service/product
- Amount
- Status
- Related conversation

**Financial Summary:**
- Total revenue
- Average order value
- Last purchase date
- Purchase frequency
- Lifetime value

**[Screenshot placeholder: Purchase history]**

## Customer Actions

### Quick Actions

Common actions from customer profile:

**Communication:**
- Start WhatsApp conversation
- Make phone call
- Send email
- Schedule follow-up

**Management:**
- Edit customer information
- Change VIP status

**Data:**
- Export customer data
- View in CRM (if integrated)
- View analytics
- Merge duplicate profiles
- Delete customer (with confirmation)

**[Screenshot placeholder: Quick actions menu]**

### Merge Duplicate Customers

Combine duplicate customer profiles:

**Identify Duplicates:**
- Same phone number
- Same email
- Similar name
- AI suggestions

**Merge Process:**
1. Select duplicate customers
2. Review data from both profiles
3. Choose primary profile
4. Select which data to keep
5. Preview merged profile
6. Confirm merge

**Merged Data Includes:**
- All conversations combined
- All contact information
- All history
- All transactions

**[Screenshot placeholder: Merge duplicates interface]**

## Integration with CRM

### Synced Data

If CRM integration enabled:

**Sync from CRM:**
- Contact information
- Company data
- Deal/opportunity info
- Activity history

**Sync to CRM:**
- Conversation history
- AI interactions
- Engagement metrics
- Satisfaction scores
- Updated contact info
- New leads

**Two-Way Sync:**
- Real-time updates
- Conflict resolution
- Field mapping
- Selective sync

[Learn more about CRM integrations →](/integrations/hubspot)

**[Screenshot placeholder: CRM sync status]**

## Customer Analytics

### Individual Customer Insights

Analyze single customer behavior:

**Engagement Patterns:**
- Peak contact times
- Preferred days/times
- Response speed
- Message length

**Conversation Topics:**
- Most discussed topics
- Common questions
- Pain points
- Interests

**Value Metrics:**
- Revenue contribution
- Purchase frequency
- Average deal size
- Upsell opportunities

### Aggregate Customer Analytics

Insights across all customers:

**Demographics:**
- Geographic distribution
- Industry breakdown
- Channel preferences

**Engagement:**
- Active vs inactive customers
- Engagement trends over time
- Churn indicators
- Retention rate

**Value:**
- Customer lifetime value distribution
- High-value customer characteristics

[View detailed analytics →](/reporting)

## Customer Lifecycle

### Lifecycle Stages

Track customers through stages:

**Stage Flow:**
```text
Prospect → Lead → Customer → Repeat Customer → VIP
                              ↓
                         At Risk → Churned
```text

**Automatic Stage Updates:**
- First contact → Prospect
- Qualified → Lead
- First purchase → Customer
- 3+ purchases → Repeat Customer
- LTV > $1000 → VIP
- 90 days inactive → At Risk
- 180 days inactive → Churned

**Stage-Specific Actions:**
```text
Prospect: Nurture, provide information
Lead: Qualify, offer demos, quote
Customer: Onboard, support, satisfy
Repeat: Reward, upsell, delight
VIP: White-glove service, exclusive offers
At Risk: Re-engage, special attention
Churned: Win-back campaign
```text

**[Screenshot placeholder: Lifecycle visualization]**

## Data Privacy & Compliance

### Customer Data Management

Comply with privacy regulations:

**GDPR Compliance:**
- Right to access data
- Right to be forgotten
- Data portability
- Consent management

**Data Actions:**
```text
Export Customer Data:
- Download complete profile
- All conversations
- All interactions
- JSON or PDF format

Delete Customer Data:
- Remove all personal information
- Anonymize conversations
- Maintain aggregate stats
- Irreversible action
```text

**Consent Tracking:**
- Communication consent
- Data processing consent
- Marketing consent
- Opt-in/opt-out history

**[Screenshot placeholder: Privacy settings]**

## Customer Import/Export

### Import Customers

Bulk import customer data:

**Import Methods:**
- CSV file upload
- Excel file
- CRM sync
- API import

**Required Fields:**
- Phone number or email (at least one)

**Optional Fields:**
- Name
- Additional contacts

**Import Process:**
1. Download template
2. Fill in customer data
3. Upload file
4. Map fields
5. Preview import
6. Confirm and import

**[Screenshot placeholder: Import wizard]**

### Export Customers

Download customer data:

**Export Formats:**
- CSV
- Excel
- JSON
- PDF report

**Export Options:**
- All customers
- Filtered customers
- Selected customers

**Use Cases:**
- Backup data
- Migrate to another system
- Analysis in Excel
- Reporting

## Best Practices

### Customer Management

**Do:**
- Keep customer information updated
- Track customer lifecycle stages
- Respond to customer preferences
- Monitor engagement trends
- Act on at-risk indicators

**Don't:**
- Let duplicate profiles accumulate
- Ignore data quality issues
- Neglect inactive customers
- Violate privacy preferences
- Skip regular data cleanup

### Data Quality

**Maintain Clean Data:**
- Regular duplicate checks
- Verify contact information
- Update outdated information
- Remove invalid entries
- Standardize data formats
- Complete required fields

### Privacy & Consent

**Respect Customer Privacy:**
- Honor opt-out requests immediately
- Maintain consent records
- Secure customer data
- Limit data access
- Regular privacy audits
- Transparent data usage

## Advanced Features

### Customer Scoring

Automatically score customers:

**Lead Score:**
- Engagement level
- Response rate
- Intent signals
- Qualification criteria

**Health Score:**
- Activity level
- Satisfaction scores
- Support tickets
- Product usage

**Value Score:**
- Lifetime value
- Purchase frequency
- Average order value
- Upsell potential

### Predictive Analytics

AI-powered customer insights:

**Churn Prediction:**
- Identify at-risk customers
- Churn probability score
- Recommended actions
- Early warning alerts

**Upsell Opportunities:**
- Product recommendations
- Upgrade suggestions
- Cross-sell potential
- Best timing for offers

**Lifetime Value Prediction:**
- Projected LTV
- Growth potential
- Investment priority

## Next Steps

- [Manage Inbox →](/conversations/inbox)
- [View Conversations →](/conversations/conversations)
- [Analyze Performance →](/reporting)
- [Set Up CRM Integration →](/integrations/hubspot)

## Need Help?

- Chat with our AI Agent in the dashboard
- Email us at hello@livetok.ai
- Check our [Support page](/support)