Understand customer records

You do not have to type your customer list into tkana. Every person who messages your business gets a customer record automatically, and your agent fills it in as the conversation reveals their name, email, or address. Your team sees each person’s full history in one place.

How a record is created

The first time someone messages you, tkana creates their record. It recognizes returning customers by their phone number, so the same person always lands on the same record.

Channel	How the customer is identified
WhatsApp	By their WhatsApp phone number.
Chat widget and chat page	By the phone number the visitor enters, using your organization’s country for the country code.
Telegram	By their Telegram account, since Telegram does not share a phone number.

When the same customer later writes from another channel, tkana only fills in details that are still empty. It never wipes out a name or detail you already have.

Note

The country used to complete phone numbers comes from Settings > General. Make sure it is set to the country most of your customers are in.

How your agent keeps records current

With the Customer management skill (installed by default), your agent updates the record when a customer shares a new name, email, phone number, or address, after confirming the detail with them.

Your agent also remembers each customer between conversations: their name, city, and a few recent notes. That is how it greets a returning customer by name. Deleting the customer erases this memory.

What a record holds

Open CRM and click a contact to see their record:

• Name, phone, email, the channel they use, and Customer since.
• Their groups and tags.
• Tabs for Conversations, Bookings, Tickets, Activity, and Notes.

TODOScreenshot coming soonCRM > Contacts > a demo contact: details card, tags and groups, and the Conversations tab open

Tip

The Bookings and Tickets tabs appear only if your role can open those boards.

Good to know

• One phone number, one record. If the same person writes from a second phone number, tkana treats it as a different customer.
• Telegram contacts have no phone number, so they cannot receive WhatsApp templates or campaigns.
• Your customers stay yours. Records belong to your organization only. If one person also writes to another business on tkana, the two records are completely separate.

Related

• Manage your contacts
• Organize customers with tags and groups