Creating a client and getting to know their record

Goal. Add a client, find them later and read their record: details, cases, agenda, activity and the actions available from it.

Prerequisites. The "View clients" and "Create clients" permissions. Amounts on the record are only shown with "View amounts and balances".

The "Clients" list

The list shows "Full name", "Phone", "Email", "Lead source" and "Registered". The "Search by name, phone or email…" box filters as you type. Clicking a tag in the list filters by it and shows "Tag: name". If clients share a phone number or email, a "N possible duplicates" notice links to the "Duplicates" screen.

Creating a client

1. Click "+ New client".
2. Fill in the form. "Full name" and "Phone" are required. The other fields are "Nickname (how they prefer to be called)", "Preferred language", "WhatsApp (if different from phone)", "Email", "Country of origin", "Immigration status", "Lead source" with the options "Instagram", "WhatsApp", "Referral", "Web", "ManyChat" and "Other", and "ManyChat keyword".
3. Tick "Authorizes WhatsApp/email communications" only if the client has given consent. Without it, the CRM does not send messages or the portal to that person.
4. Click "New client". The new client's record opens.

If the phone number already exists, the CRM rejects it with "A client with that phone already exists (with or without country code).".

The client record

• Header. Name, "Client since", the tags with "Add tag…" up to a maximum of 20, and the email, "Call client", "New case" and "Edit client" buttons.
• "Detailed information". "First name", "Last name", "Email", "Phone", "Country of origin", "Immigration status", "Sources" and "Last contacted".
• "Interaction history". The client's cases with their stage; "New case" opens a new one.
• "Month's schedule". The client's appointments and tasks in the current month, with access to the calendar.
• "Stage funnel". Which stage each of the client's cases is in.
• "AI summary". A summary of the relationship generated with "Summarize with AI"; requires a connected AI provider.
• Tabs. "Activity" gathers cases created and closed, appointments, messages per channel, notes and payments in chronological order; "Communications" and "Notes" are described in the article "Messages, calls and notes from the record".
• "Client portal". Explained in its own article.
• Administration actions. "Export", "Delete" and "Erase data", at the foot of the header.

"Edit client" opens the same form as the sign-up with the current details; the "Edit client" button saves.

On a phone

Troubleshooting

• "A client with that phone already exists". Search the phone number in the list: the record already exists. If they are two different people with the same number, add a distinguishing digit in "WhatsApp" and check "Duplicates".
• The "+ New client" button is missing. Your role lacks the "Create clients" permission.
• "Summarize with AI" asks to connect a provider. An administrator must connect the AI in "Settings" › "Integrations".
• A client does not receive messages. Check in "Edit client" that "Authorizes WhatsApp/email communications" is ticked and that they have a phone number or email.