Customer profiles

A customer profile is one record per person, whatever channel they use. When someone writes to you for the first time on the chat widget, Zalo, Messenger, Instagram, TikTok, WhatsApp, Telegram, LINE, X or email, Ha Tang creates a profile for them. Later conversations from the same person, on any channel, land on the same profile, so your team always sees the whole relationship.

Profiles live in the CRM app. You need at least View access to CRM to see them and Work access to change them (see Module access).

How Ha Tang recognizes the same person

Each way a person reaches you (a browser session, a Zalo account, a Messenger user, an email address) is an identity. Identities join a profile by email address or phone number:

• An identity whose email or phone matches an existing profile joins that profile.
• Two profiles that end up with the same email address are merged automatically. The older profile is kept.
• Two profiles that share only a phone number are not merged automatically. They are suggested to you as possible duplicates (see Merge duplicate customers).
• A phone number or email address a customer types into a chat is saved on their profile when the profile has none yet. If it belongs to someone else, the inbox asks the agent whether they are the same person instead of merging on its own.

Details a website visitor types into the chat widget are only a claim. They never join a profile of someone who signed in on your website or app with a verified identity, so typing a known customer's email address does not give anyone access to that customer's history.

Find a customer

Go to CRM → Customers. The list shows everyone, most recently seen first, with their channels, stage, owner, labels and when they were last seen.

• Search by name, email or phone number. Phone search ignores spaces, so 0912345678 finds "0912 345 678".
• Filter by Stage, Owner (including No owner), Channel and Label, then click Filter. Clear removes the filters.
• The filters you set also apply to Export CSV, Send ZNS and Sync to Email, so you can act on exactly the group you see.

You can also find a customer from any page: open the search with ⌘K (Ctrl+K on Windows), type a name and pick Search customers for "…".

What a profile shows

Click a customer to open the profile.

• Contact details: Name, Email and Phone. Changing the email to one that another profile already has merges the two.
• Stage, Owner and Labels (comma separated). See Stages, owners and labels.
• Custom fields your business added, such as city or customer type. See Custom fields.
• Click Save to keep your changes. The page shows "Saved."
• Notes: short notes for the team, newest first, with who wrote them. Only the author can delete a note.
• Activity: the customer's timeline on every channel: conversations, emails in and out, email broadcasts, orders, ZNS messages and ratings. Click an entry to open it.
• Identities (on the right): each way the person reached you, with channel, email or phone, device, city, number of visits and the campaign (UTM) that brought them.

When the customer has an email address, you can reply in Customer Support and the business has a support mailbox, Compose email at the top writes them an email from that mailbox. If email cannot reach them (the address bounced, they marked an email as spam or unsubscribed), the profile says so in a yellow box.

Profiles in the inbox

Agents rarely need to leave the conversation: the panel on the right of the Inbox shows the same profile, where they can change stage, owner, labels and fields and add notes. See The customer panel.

Good to know