Customers
CRM records, notes, identity merge, and the review queue.
Customers is the CRM area for a chatbot. It appears in the sidebar for owners and admins and sits in its own group between Automation and Widget.
Customer list
Browse customer records linked to conversations across channels. Search and filters help when volume grows. Open a customer to see profile details, conversation history, and notes.
Notes
Add internal notes on a customer record so your team shares context that should not appear in the public chat transcript.
Identity merge
When the same person chats from multiple channels or sessions, Chatloop may suggest merging duplicate records. Pending merges appear in the merge review queue.
Merge review queue
A badge on the Customers sidebar item shows how many merge reviews are pending. You may also see a toast with a View action when you sign in. Open the queue from Customers to approve or reject suggested merges.
Permissions
Only users with settings-level access (owner or admin on that chatbot) see Customers. Read-only and editor team members work in Chat but typically cannot manage customer records or merges.