Customer details

Q: Can I move a customer to another company?

Not on this page. Import a CSV file on CRM › Customers › Import from CSV with the customer’s id in CustomerId and the target company’s name in CustomerCompanyName; the import updates the existing customer’s company.

For: Support leads and customer success teamsRequires: Any signed-in user can view a customer; saving changes and deleting memories need the Admin roleScreenshots show sample data

The Customer Details page shows everything about one person who uses your widget: who they are, which company they belong to and with which role, every chat they started, how engaged they are, what their AI use cost, what the assistant remembers about them, notes your team keeps, and their scheduled workflows. Open it from CRMCustomers by selecting a customer, or with View on a company’s Members tab.

What you can do here

See who the customer is. Id, name, email, company, role and dates, with a summary your team writes. Read and edit basic information.
Make the customer an Admin or a Member of their company. Member type decides whether they can manage the company in the customer portal. Change the member type · Customer roles and access.
Read their chats. Every chat, with its number of messages and tool calls, opens into a step-by-step timeline. Open a chat · Chat Details.
See how engaged they are. Sessions, messages, tool success and days since they were last active, over the last 30 days. Check engagement.
See what their AI use cost. Calls, tokens and estimated cost, by source and workflow. See usage and cost.
Delete what the assistant remembers about them. One memory at a time, for example on the customer’s request. Delete memories · AI memory.
Keep notes on how they communicate. The persona fields record your team’s observations. Keep persona notes.
See and clear their saved toolkit credentials. Which toolkits they authorized and when; the credentials themselves are never shown. See and clear saved toolkit credentials.
See their workflows. Each workflow with its schedules and last five runs. See workflows and schedules.

The screen at a glance

The Customer Details page for Morgan Hayes. The Basic Information card shows Customer ID cus_48321, Customer Name Morgan Hayes, the summary "Studio manager at Example Studios. Owns billing and API keys for the staging app.", Email morgan.hayes@example.com, Customer company Example Studios, Member type Admin, First Seen Dec 4, 2025 and Last Updated Sep 15, 2026. The "Edit Basic Info" button at the card's top right is highlighted. Below starts the Customer Chat History. — Basic Information identifies the customer; name, summary and member type can be edited, the rest comes from the widget.

The page is one long column of cards; five of them are closed until you open them.

Region	What it shows	What you do there
Header	The back arrow and the title Customer Details	Return to the customers list
Basic Information	Id, name, summary, email, company, member type, dates	Edit name, summary and member type
Customer Chat History	One row per chat	Open a chat
Engagement & Performance (closed)	Engagement over 30 days	Check activity
AI usage (closed)	Calls to AI models, tokens and cost	Check cost
Memory (closed)	What the assistant remembers about the customer	Delete memories
Customer Persona (closed)	Seventeen note fields	Edit notes
Authorization	Toolkits the customer saved credentials for	Clear all saved credentials
Workflows & Schedules (closed)	Workflows, schedules and recent runs	Read only

Read and edit basic information

Field	Where it comes from	Editable here
Customer ID	The id your product passes, such as `cus_48321`	No
Customer Name	Your product, an import, or your edit	Yes
Customer Summary	Your team	Yes
Email	Your product or an import	No
Customer company	The company the customer belongs to; Legacy ref: follows when your product passed a different reference	No
Member type	Admin by default	Yes
First Seen and Last Updated	When the record was created and last changed	No

Select Edit Basic Info. Name, summary and member type become editable.
Make your changes.
Select Save Basic Info. The card returns to read-only with the new values. There is no confirmation message; if saving fails, Failed to update customer appears in red at the top of the page.

Your product never overwrites a name you set here: it only fills fields that are empty. A name or summary cannot be emptied once set; an empty field keeps the old value. Email and company cannot be changed here; a CSV import can change both.

Change the member type

The Basic Information card of Morgan Hayes in edit mode. Customer Name and Customer Summary are now editable fields, and the highlighted "Member type" selector shows "Admin", with the help text that Admins can manage the customer company (KB, workflows, members) in the Portal and Members are read-only. Email, Customer company and dates stay read-only. "Cancel" and "Save Basic Info" replace the Edit button. — Member type sets whether the customer is an Admin or a Member of their company in the Customer Portal.

Member type is the customer’s role in their company: Admins can manage the customer company (KB, workflows, members) in the Portal. Members are read-only. Change it in edit mode and select Save Basic Info.

Saving a new role signs the customer out on their next request. They sign in again and get the new role.

Open a chat

The Customer Chat History card of Morgan Hayes, cropped to its table with the columns Chat Name, Messages, Tool Executions and Created. Three chats are listed newest first. The first row, "Invoice shows the wrong VAT rate" with 2 messages and 2 tool executions, created Sep 15, 2026, 07:51 AM, is highlighted. The others are "Create a new API key for our staging app" and "Pause our subscription over the summer". Clicking a row opens the chat's timeline. — Every chat this customer started; open one to see each message, AI step and tool call.

Customer Chat History lists every chat the customer started, newest first:

Column	What it shows
Chat Name	The chat’s title, or Untitled Chat
Messages	Messages from the customer and the assistant
Tool Executions	Tool calls that ran
Created	When the chat started

Select a row to open the chat’s timeline. See Chat Details.

Check engagement

The expanded Engagement & Performance section on Morgan Hayes' details page. Session Statistics show 3 Total Sessions, 6 Total Messages, 4 Tools Executed, 100% Tool Success Rate, 2 Avg. Messages / Session, Last Active Sep 15, 2026, 07:51 AM and the highlighted tile "Days Since Active" with a green 0d. Below, the Engagement Funnel (Last 30 days) shows Widget Loaded 8, Widget Opened 4, Message Sent 3 and Tool Executed 3. — Engagement covers the last 30 days; Days Since Active turns orange after a week and red after two.

Open Engagement & Performance. The figures always cover the last 30 days:

Tile	What it shows
Total Sessions, Total Messages	Chats and messages
Tools Executed, Tool Success Rate	Tool calls and the share that succeeded
Avg. Messages / Session	Messages per chat
Last Active	Their latest activity
Days Since Active	Green up to 7 days, orange from 8 to 14, red after 14

Engagement Funnel (Last 30 days) shows how many times the customer loaded the widget, opened it, sent a message and had a tool run; the stage names appear in English. A customer without activity shows No analytics data available for this customer yet..

See usage and cost

The expanded AI usage section on Morgan Hayes' details page, described as what this customer's conversations and runs used. The highlighted "Period" selector is set to "Last 30 days". Four tiles show estimated cost $0.29, 25 AI calls, 190,933 input tokens and 4,751 output tokens. The "By source" table splits Chat (7 calls, $0.09) and Workflow (18 calls, $0.20), and "By workflow" lists "Failed payments morning check". — AI usage shows what this one customer's chats and workflows cost; the section loads only when you open it.

Open AI usage: What this customer's conversations and runs used, and the allowance their company draws on. It loads only when you open it.

Part	What it shows
Period	This month, or the last 7, 30 (default) or 90 days
Allowance	The company’s allowance, when one is enforced as a hard limit
Tiles	Estimated cost, AI calls, Input tokens, Output tokens
By source, By workflow, Costliest runs	Where the usage came from

Costs are estimates in US dollars from each provider’s published prices.

Delete memories

These are the facts the assistant has learned about this customer; Delete removes one for good, for example on request.

What this screenshot shows

Screen: Memory (/admin/customers/:id)
Highlighted: button “Delete”, memory-item, enabled. deletes the memory immediately; it is not learned again
Also visible: Preference (salience 7), Profile (6), Resolution (5)
Purpose: the customer's own memories

Open Memory to see what the assistant has learned about this customer, grouped by category, each with its Salience (how important it is). Select Delete to remove one. It is deleted at once, without a confirmation, and is never learned again. Use it when a customer asks for something to be forgotten, or when a memory is wrong.

Memories about the whole company are on the company’s Overview tab, not here. Customers can also see and forget their own memories, and turn memory off, in the customer portal. See AI memory.

Keep persona notes

The expanded Customer Persona section for Morgan Hayes, with the "Edit Persona" button highlighted at its top right. It lists seventeen fields in two columns, for example Tone of Voice friendly, Formality Level informal, Directness direct, Patience wants quick answers, Attention to Detail "high: quotes invoice numbers", Decision Stage existing customer, Learning Style prefers short step lists, and Primary Goals "resolve billing issues quickly; keep the staging app running". — The persona fields are notes for your team; Edit Persona changes them.

Customer Persona has seventeen fields for your team’s observations about how the customer communicates, from Tone of Voice and Formality Level to Primary Goals. They hold whatever your team writes into them.

Open Customer Persona and select Edit Persona.
Fill in or change the fields.
Select Save Persona. If saving fails, Failed to update persona appears.

A field cannot be emptied once filled. Cancel only restores Tone of Voice and Formality Level; reload the page to discard other unsaved changes.

See and clear saved toolkit credentials

Authorization lists the toolkits this customer saved credentials for when the assistant asked them to authorize. Toolkits this customer has saved credentials for. The credentials themselves are never shown.

Column	What it shows
Toolkit	The toolkit’s name, or Deleted toolkit when the toolkit no longer exists
Type	Basic Auth, Custom Token, OAuth or Custom Auth Endpoint
Saved	When the customer first saved credentials for the toolkit
Last Updated	When those credentials last changed

A customer who saved nothing shows This customer has not saved credentials for any toolkit..

To make the customer authorize again, for example when they ask for their credentials to be removed:

Select Clear Authorization at the top right of the card. A confirmation opens: This deletes the credentials this customer saved for every toolkit. They will be asked to authorize again the next time the assistant needs one of those toolkits. Continue?
Select Clear Authorization in the confirmation. The list reloads and shows This customer has not saved credentials for any toolkit..

Clearing removes the credentials for every toolkit at once; you cannot clear a single toolkit. The button needs the Admin role and appears only when the list is not empty. The customer’s chats and other records stay.

See workflows and schedules

The bottom of Morgan Hayes' details page. The Authorization card, with a "Clear Authorization" button, lists one toolkit with saved credentials: Demo Billing API, type OAuth, saved Aug 3, 2026, last updated Sep 6. The expanded Workflows & Schedules section shows the active workflow "Failed payments morning check" (every weekday at 09:00, check for failed card payments), its schedule "Weekdays · 09:00 · Europe/London" with the next run, and a Recent Runs table with Started, Status and Session. Four runs are Completed and the run of Sep 11, 2026 has the highlighted status "WaitingForApproval". — Workflows & Schedules is read-only and shows the last five runs; manage the workflow on the company's Workflows tab.

Why

Keep your team’s observations about a customer in one place.

Who sees what

Part of the screen	Who can use it
Every card and section	Every signed-in user of your workspace
Save Basic Info, Save Persona and deleting memories	Users with the Admin role. For anyone else the change fails
Clear Authorization	Users with the Admin role. Anyone else sees the list without the button

What you need to know

Topic	Fact
Your edits stick	Your product only fills empty name, email and company fields.
Clearing fields	Name, summary and persona fields cannot be emptied once set.
Engagement period	Always the last 30 days.
Memory deletion	Immediate, no confirmation, never learned again.
No delete	The customer record itself cannot be deleted.
Credentials	A customer’s PIN or password is not shown or reset on this page.
Toolkit credentials	Never shown. Clearing removes them for every toolkit at once.
Role changes	Saving a new member type signs the customer out on their next request.
Dates	Shown in English format in every language.

Frequently asked questions

Profile and role

How do I make a customer the admin of their company?

Select Edit Basic Info, set Member type to Admin and select Save Basic Info, or change the role on the company’s Members tab. The customer is signed out on their next request and gets the new role when they sign in again.

Why did the name I cleared come back?

Customer Name and Customer Summary cannot be emptied once they hold a value: saving an empty field keeps the old text. Replace it with another value instead on the Basic Information card.

Can I move a customer to another company?

Not on this page. Import a CSV file on CRMCustomers › Import from CSV with the customer’s id in CustomerId and the target company’s name in CustomerCompanyName; the import updates the existing customer’s company.

Can I reset a customer’s PIN or password?

Not on this page. Re-import the customer with a new value in the Pin or Password column on CRMCustomers › Import from CSV. That replaces the credential, lifts any lockout and signs the customer out on their next request.

Chats and activity

Where are the customer’s conversations?

In Customer Chat History on this page, newest first. Select a chat to open its timeline, with the customer’s messages, each AI step including the assistant’s reply, and every tool call.

Why does engagement only cover 30 days?

Engagement & Performance always covers the last 30 days; there is no period choice in this section. For a longer period of usage, open AI usage and choose 90 days in Period.

Memory and notes

Can I delete what the assistant remembers about a customer?

Yes. Open Memory and select Delete beside each memory. It is removed at once, without a confirmation, and the assistant does not learn it again. Company-wide memories are on the company’s Overview tab.

Who fills in the persona fields?

Your team does. The seventeen fields in Customer Persona keep whatever someone with the Admin role writes there with Edit Persona, such as how formal the customer is or what they want to achieve.

Can I see the credentials a customer saved for a toolkit?

No. Authorization shows only the toolkit, the type and the dates. An Admin can delete all of them with Clear Authorization; the customer then authorizes again the next time the assistant needs one of those toolkits.

Can I delete the customer?

No. Customer records cannot be deleted in StrikeUp. You can delete their memories here and disable their sign-in on their company’s Members tab; their chats and records stay.

Troubleshooting

Symptom	What to check
Failed to update customer	You may not have the Admin role. Reload and try again.
Failed to update persona	You may not have the Admin role. Reload and try again.
An emptied field shows its old value after saving	Emptying is not supported; replace the value.
Cancel in the persona left some changes	Only two fields are restored; reload the page to discard the rest.
A company has no Admin any more	Someone set the last Admin to Member here. Make a member Admin on the company’s Members tab.
Failed to load authorization	Reload the page. If it stays, the customer may no longer exist in your workspace.
Failed to clear authorization	You may not have the Admin role. Reload and try again.
There is no Clear Authorization button	You do not have the Admin role, or the customer saved no credentials.
Customer not found	The customer does not exist in your workspace; open them from the customers list.