Find your customers and follow up their enquiries

People

Everyone who messages you on Instagram or WhatsApp is added here on their own. Go to Interaction › Contacts and stay on People.

For each person you see how you reach them, their tags, their orders and what they’ve spent, and two kinds of status under Stage & consent:

• Stage — where they are with your shop. Browsing is everyone to start with. Interested means a chat in the last 30 days was tagged High intent. Unpaid means an order from the last 7 days is waiting for payment. Customer has bought once and Repeat two or more times, with the last order in the past 120 days. Dormant bought before, but not in 120 days.
• Consent, per channel — WhatsApp opt-in means they’ve agreed to hear from you there; WhatsApp — no opt-in means offers can’t reach them there until they opt in. Offline only — no messaging channel means you have no way to message them.

Use Search by name or handle, or the stage filter, to narrow the list. The channel switch at the top of the dashboard narrows it too.

Open a person

Click a name. The panel shows their Enquiries, their Tags, Your own fields and their Consent record — every opt-in and opt-out, with when and where it happened. Change what you need and press Save.

Import or export

• Import reads a CSV file of names and numbers. It runs in the background, so you can close the window.
• Export downloads the list as you see it, with your filters applied.

Duplicates

When the same person turns up twice — say Meera on Instagram and on WhatsApp — the pair shows under Possible duplicates. Choose which record to keep and press Same person, then Merge them. You can Undo straight afterwards. If they’re two people, press Different people. Nobody is merged without your OK.

Leads

A lead is an enquiry that needs your team — a bulk order, a custom piece, a service or a wholesale request. One person can have several. Open the Leads tab.

Your Sales & Commerce agent collects them once you’ve told it what counts. Go to Agent › AI Studio › Agents, press Manage on Sales & Commerce, and under Leads open Setup. Write What counts as a lead, in one sentence, add your lead types and the questions to ask, press Save rules, then switch Qualification on. Your agent asks up to three questions, then hands the enquiry to your team. You can also press Add an enquiry to add one by hand.

The list starts on open enquiries: who, what they want, the Stage, a Score (Hot, Warm or Cold), where it Came from, Who has it and when to Reply by. Click one to:

• read What they asked for, each detail marked “from their message” or “typed in by your team”
• press Open the conversation to reply
• move it one step on — Mark as contacted, Mark as qualified, Mark as quoted, Mark as won — or press Mark as lost and give the reason
• give it to a teammate under Who has it: pick a name, say why, press Save

Press Numbers to see how many came in, how many you won and what they brought in over 7, 30 or 90 days.

If something’s not right

• No Leads tab. Your role can’t see conversations, so it can’t see enquiries either.
• “No enquiries yet.” Check that Qualification is on for Sales & Commerce, and that the agent is running.
• “Your role cannot view contacts.” Ask your workspace owner for the contacts permission.