CRM
The CRM is the source of truth about the customer and the only module that is always on.
Records
Section titled “Records”| Record | What it is |
|---|---|
| Lead | A person you have not confirmed yet. Created automatically when someone writes for the first time, or by hand. Identified if they left an e-mail or phone, anonymous otherwise. Statuses: lead, cold (18 months inactive), disqualified, converted. |
| Contact | A confirmed customer. Needs at least an e-mail or a phone. E-mail and phone are unique per site: the same address on two sites is two contacts. Channels with a persistent identity (e-mail, Telegram, WhatsApp, phone, SMS, Viber, Messenger, Instagram) are stored on the contact. |
| Company | An organisation with contacts. Can have a parent company, up to five levels deep; the card shows the hierarchy and a roll up toggle aggregates contacts, conversations and tickets down the tree. |
| Deal | An opportunity in a pipeline stage with an amount, currency, probability, owner and expected close date. |
| Note | Markdown text on any record with @-mentions and pinning. |
Custom fields (12 types) can be added to leads, contacts, companies, tickets, conversations, campaigns and meetings in Settings → CRM → Custom fields; they appear in filters, automation conditions, templates and exports.
How an incoming customer is identified
Section titled “How an incoming customer is identified”When a message arrives, RolChat looks for a contact or lead by e-mail, phone, or the channel’s user ID (Telegram user, WhatsApp number, widget session). Found: the conversation is linked. Not found: a lead is created and the conversation is logged in its activity. When a contact is created with an e-mail, the domain is matched against companies on the same site and a link is suggested.
Converting a lead
Section titled “Converting a lead”Convert to contact on the lead card copies the data, optionally links a company, marks the lead converted and moves all its conversations to the new contact.
Deduplication
Section titled “Deduplication”A daily job flags possible duplicates: identical e-mail (100 %), identical phone after normalisation (95 %), or similar name plus country (50 to 80 %). Nothing is merged automatically; the CRM home shows N possible duplicates and the merge wizard walks through them: side-by-side comparison, field-by-field choice of the surviving value, preview, confirm. Merges are audited and can be dismissed with these are different people.
Pipelines and deals
Section titled “Pipelines and deals”An account can run several pipelines (sales, win-back, upsell) with their own stages, colours, probabilities and won/lost flags. Deals move between stages on a Kanban board; reaching a won or lost stage stamps the close date and locks the deal for non-Admins. Each pipeline reports total and weighted value, average deal size, stage conversion and win rate.
Segments
Section titled “Segments”A segment is a saved audience filter over contacts and leads (tags, country, custom fields, last activity, deal stage). Segments feed marketing campaigns and reports and are reusable across them.
Import and export
Section titled “Import and export”- CSV import (Owner, Admin): upload a file of up to 25 MB and 50 000 rows, map columns to fields and start. The rows are sent from your browser, so keep the page open: leaving stops the remaining rows. The report counts created, skipped (no e-mail and no phone) and failed rows. Import only creates contacts: it does not update existing cards, and a row that matches several existing contacts is reported as failed.
- CSV export (Manager and above): the current filtered list with visible columns, limited to 5 exports per hour.
Blocking
Section titled “Blocking”Managers and above can block a contact: new messages from them are dropped, campaigns skip them, and the block is visible on the card. Unblocking is Admin and above.
Bulk actions
Section titled “Bulk actions”Select rows to tag, assign, change status or delete in bulk (Owner, Admin). Large batches run in the background and report when done.
Health score and identity graph
Section titled “Health score and identity graph”Two optional AI features live in the CRM: a customer health score (0–100 from activity, sentiment and tickets, recalculated every 6 hours) with alerts and auto-actions, and the unified identity graph, an opt-in per site that links the same person across channels by behaviour and confidence, subject to consent.