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Customers

The customer profile

The profile shows everything you know about one customer. Open it from Contacts, or from the customer card in the side panel of a conversation. Both show the same data: the contact, the linked WordPress user, organizations, segments and the owner. With WooCommerce, the profile also shows lifetime value, order count, average order and the last order. These numbers match WooCommerce.

Everyone who can View customers sees the profile. To change it, you need Edit customers (Agents and above).

Past conversations

The contact page lists the 5 most recent conversations of the customer, from every channel. A CC badge marks conversations where the customer was only copied. Select Show all to see the rest. You see only the conversations your role allows. The customer card shows how many conversations the customer has.

Recent activity

The Recent activity card in the side panel shows what the customer did, newest first. For example:

  • Started a conversation and Wrote again.
  • Registered on the site and Logged in.
  • Paid WooCommerce orders and refunds. These are recorded when they happen.

Cliedesk records these events from WordPress on its own. Admins can stop recording an event type with the setting crm.disabled_events, for example wp.login. See the Settings reference.

Developers can add their own events, for example trial_started:

  • In PHP: do_action( 'cliedesk_track_event', $who, 'trial_started', $data ). $who is a contact ID, a WordPress user or an email address.
  • With WP-CLI: wp cliedesk event track ana@example.com trial_started --data='{"plan":"pro"}'.

A public API route for events comes with Cliedesk Pro.

Preferences

The Preferences section shows the customer’s Language, Time zone and Preferred channel. Cliedesk checks the values when you save. A language or time zone it does not know is refused. Phone numbers must use the international format, for example +4930123456.

The section also shows marketing consent from MailPoet or FluentCRM, if one of them is active. It is read-only. Change it in that plugin. For consent that Cliedesk stores itself, see Visitor privacy and consent.

Qualification

Cliedesk creates six contact fields for pre-sales contacts: Company, Company size, Website, Industry, Budget and Use case. A contact counts as pre-sales while it is a guest without orders. The profile then shows a short Qualification section.

Agents fill these fields by hand. A form can fill them too: map a form field to contact.qual_company, contact.qual_budget and so on. You can edit or archive the fields like any other field. Filling them with AI is available with Cliedesk Pro.

Fields

Contacts and organizations have their own Fields section, with the same editor as conversations. Admins add fields in Settings → Conversations → Custom fields. Field values move with the contact when you merge two contacts or organizations. Who can see and change each field is set in Settings → Conversations → Field access.

Customer details in replies

Saved replies and macros can use customer details as tokens. For example:

  • {contact.first_name | "there"}: the first name, or “there” when it is empty.
  • {contact.city}, {contact.phone | "no phone"}.
  • {contact.field.tier}: the value of the contact field with the key tier.
  • {organization.name}: the name of the customer’s organization.

The preview shows the text exactly as it will be sent. When a token has no value and no fallback, or Cliedesk does not know the token, the reply is not sent until you fix it. See Saved replies and macros.