CRM
The CRM section is where you see the people who talk to your assistant and the business accounts they belong to. Every person who uses your chat widget gets a customer record, with their chats, memories, usage and workflows. Customers who work for the same business can be grouped into a customer company, which can have its own knowledge base, skills, prompt shortcuts, email channel and instruction for the assistant.
Most records appear on their own as people use the widget; you create companies yourself when you onboard a business customer, and you can import many customers at once from a CSV file. Open the section from CRM in the sidebar. It has two entries, CRMCompanies and CRMCustomers; every other CRM screen opens from those two lists.
Pages in this section
Section titled “Pages in this section”| Page | What it is for | How you get there |
|---|---|---|
| Companies | Every customer company, with its members, admins and last activity, and a switch to deactivate it | CRMCompanies |
| New Company | The form that creates a customer company | New Company on the companies list |
| Company details | One company’s settings, account memory and usage | A row of the companies list |
| Members | The company’s customers, their roles and whether they can sign in | The Members tab of a company |
| Knowledge base | Documents the assistant uses only for this company | The Knowledge base tab of a company |
| Skills | Behaviours the assistant applies only for this company | The Skills tab of a company |
| Workflows | Scheduled automations owned by the company’s members | The Workflows tab of a company |
| Prompt shortcuts | One-click prompts shown only to this company’s customers | The Prompt shortcuts tab of a company |
| Integrations | The company’s own notification channels (email, Telegram, Slack, Teams) and its approval limit for chat apps | The Integrations tab of a company |
| Customers | Everyone who has used, opened or been imported into your widget | CRMCustomers |
| Customer details | One customer’s profile, chats, engagement, usage, memories and workflows | A row of the customers list |
| Import customers | Create or update many customers from a CSV file | Import from CSV on the customers list |
| Chat Details | One chat, step by step: messages, AI steps and tool calls | A chat on a customer’s page |
What you can do here
Section titled “What you can do here”- See who uses your assistant and what they asked. The customers list shows everyone your widget knows, and each customer’s page lists their chats, which open into a step-by-step timeline. Customers · Chat Details.
- Group customers into business accounts. A customer company collects the people of one business, so you can see them together and give them their own set-up. Companies · New Company.
- Give one company its own assistant set-up. Documents, skills, prompt shortcuts, notification channels and an agent instruction added to a company apply only in chats with that company’s customers. Company details · Onboard a business customer.
- Bring in a whole customer base at once. Import a CSV file to create or update customers with their company, role and PIN or password, and check every row before anything is saved. Import customers.
- Decide who can sign in and who manages each company. Roles, disabling a member and deactivating a company control what each customer can do in the widget and in the customer portal. Customer roles and access.
- Look after your customers’ scheduled workflows. Pause, rename or delete the workflows a company’s members created, and read their run history. Workflows.
Concepts to know
Section titled “Concepts to know”Customers and customer companies
Section titled “Customers and customer companies”A customer is one person who uses your widget. The record is keyed by its Customer ID: the user id your product passes to the widget when it loads, such as cus_48321. Visitors your product does not identify get an id that starts with anon- or user-. There is one record per id in your workspace, so the same person on two of your widgets is one customer, with one chat history.
A customer company is a business account that groups customers. Its Company ID is your own reference for that business, such as EXS-1042. When your product passes the same value to the widget as userCompanyId, StrikeUp files the customer under that company. See Identify users and pass context for the fields your product can pass.
How customers and companies appear
Section titled “How customers and companies appear”| How it happens | What StrikeUp creates |
|---|---|
| A visitor your product identifies starts a chat | A customer with the id, name and email your product passes. Name, email and company are filled in only while they are empty, so your edits in the admin app are never overwritten. |
| A visitor your product does not identify opens a widget without sign-in | A customer with an anon- or user- id, the Member role and no company |
Your product passes a userCompanyId or userCompanyName | The customer is filed under the company whose Company ID or name matches. If none matches, StrikeUp creates the company. A customer who already has a company keeps it. |
| A customer signs in without belonging to any company | A placeholder company for that customer alone, named with a long random identifier. You can rename it. |
| You import a CSV file | A customer per new row, with the role and company in the file. Missing companies named in the file are created. |
| You select New Company | A company, with no members yet |
How end customers sign in with a PIN or password is explained in End-customer sign-in.
Roles: Admin and Member
Section titled “Roles: Admin and Member”Each customer has one of two roles in their company. An Admin can manage the company’s set-up in the customer portal: its members, knowledge base, skills, workflows, prompt shortcuts, notification channels and settings. A Member uses the assistant and sees their own profile, memories and runs. Every customer is an Admin unless you make them a Member, except anonymous visitors, who start as Members. Roles, disabling and deactivating are explained in full in Customer roles and access.
The customer portal
Section titled “The customer portal”The customer portal is a part of the widget where your customers manage their own company’s set-up. Whatever a company’s Admins add there appears on the same tabs you see in the admin app, and the other way round. You switch the portal on and choose its pages per widget on ConfigureUser Interface; see The customer portal.
Availability
Section titled “Availability”Every signed-in user of your workspace can open every CRM screen; no plan or feature switch hides them. Changes need the Admin role: for anyone else, saving, importing, uploading, switching or deleting fails with Request failed and the message “This action requires the Admin role.” Your end customers never see the admin app; they see their own data in the widget and the customer portal.