Customers

Search web store and CRM customer records, approve masked personal data, and assign roles to customers in bulk from a file.

The Customers screen is where you search customer records and open a single customer's record. The screen shows two separate sources: customers registered to the web store (or guests who shopped) and customer records in the CRM service. Customer service uses this screen when investigating a complaint, the operations team when finding the owner of an order, or the e-commerce team when assigning roles to customers in bulk.

This screen displays personal data. First name, email, and phone are masked by default; open only the record required for work. Removing the mask requires approval and is recorded.

Accessing the screen

Follow the path CRM – Customers › Customers from the left menu.

If you do not see it in the menu, your account does not have permission for this screen. If you open the screen via a link and see the You don't have access to this screen page, contact your administrator for permission.

Screen sections

From top to bottom, you see:

• Title — Customers with the description "Web store and CRM records; changed by source selector." below it. To the right of the title are the Show / Hide buttons and, if you have permission, the Import roles button.
• Warning strip — "This screen displays personal data. Open only the record required for work." Always visible.
• Date range note — Visible when the screen opens with the default date range for the web store source (explained below).
• Filter card — Search fields; bottom bar with source selector (Web store / CRM service), Clear, Detailed filters, and Filter buttons.
• List card — Per page selection, "Filter result: … records" counter, refresh icon, Columns menu, customer table, and pagination buttons.
• Footer note — "Personal fields are masked by default; opening requires approval and is recorded."

Two sources: Web store and CRM service

The source selector in the filter card's bottom bar determines which records the list shows. The screen opens by default with the Web store source.

Records from the two sources are not merged. If the same person is registered in both, they appear as two separate rows with different IDs; because Customer ID is the store ID in the web store and the customer code in CRM.

To change the source:

1. Click Web store or CRM service in the bottom selector.
2. The list clears and the View changed message appears. This prevents old rows from appearing as if they belong to the new source.
3. Click Filter. Records from the new source load.

Column visibility and filters selected via Detailed filters are remembered separately for each source; columns hidden in one source remain visible in the other.

Filtering and searching

Values entered in filter fields are not applied immediately. After entering values, click Filter or press Enter in a field. If there are unapplied changes, the Filter button is highlighted. Clear empties all filter fields and refreshes the list immediately.

Always visible fields

Fields opened with Detailed filters

Select filters you want to use from the Detailed filters menu; selected fields are added to the filter card and remembered in your browser. Removing a filter from the menu clears its value.

In the Web store source:

In the CRM service source:

Default date range in the web store

When opening the web store source without filters, the Registration date field fills with the last 30 days and the following note appears above the list: "Records from the last 30 days are listed on open; applying a selector filter (ID, first name, email, phone…) removes this date range automatically."

This means:

• Without changing the date range, if you fill any of First name, Last name, Email, Customer ID, Customer code, Phone, Order number, Company, or Integration id and click Filter, the date range is removed automatically. Thus, a customer registered years ago can be found by email.
• Selecting Guest alone does not remove the date range.
• If you manually change the dates, your selected range is preserved.
• After clicking Clear, the date range does not return until you reopen the screen or switch to CRM service and back.
• Switching to CRM service does not carry over the web store's date range; the date field starts empty in CRM.

List

Cells without a value show "—". You can open hidden columns from the Columns menu. Sorting by clicking column headers is not supported.

Page size is set from Per page to 25, 50, or 100; default is 25. The refresh icon reloads the list with the same filters.

If no records match the filter, the table shows No records found and "Try changing the filters." If the list cannot be retrieved, a Something went wrong box appears; the Technical detail section shows the error cause, and you can retry with Retry.

Clicking a row does nothing. To open a customer record, click the three-dot button (Row actions) at the far right of the row and select Open detail. The record opens according to the row's source.

Actions

Showing and hiding personal data

In masked view, first and last names show only the first and last letter (e.g., A***t), phone shows the first two and last two digits (e.g., 05*** ***67), and email shows the first letter of username and domain with extension visible (e.g., a***@g***.com). Very short values (e.g., two-letter names or phones with up to four digits) are fully masked.

1. Click the Show button to the right of the title.
2. The Show personal data? box opens: "First name, email, and phone will be shown unmasked; this action is recorded."
3. Click Yes, show. Data in all rows in the list is unmasked and the button changes to Hide.

To re-mask, click Hide; no approval is required. The unmasked state is not saved: refreshing the page or opening a customer detail reverts to masked. Closing the box with Cancel changes nothing.

Assigning roles to customers (Import roles)

Used to add a store role to a customer list in bulk. The button appears only in the Web store source and if you have permission to edit customer records.

Preparation: Prepare a file (.xlsx, .csv, or .txt) with ERP customer codes in the first column. The first row is treated as a header. A file can contain up to 5000 codes.

1. Click Import roles. The Assign a role to customers box opens.
2. Select the store where the role will be added from the Store field. Options are in the format "company · channel · #number". If there are web channel installations, only those are listed; otherwise, all installations appear. If there is only one store, it is selected automatically. If there are no installations in the workspace, the box shows No installations found.
3. Select the role from the Role field. This field is disabled until a store is selected; inactive roles appear with the "(Frozen)" suffix. Changing the store resets the role selection.
4. Drop your file into the Choose a file (.xlsx, .csv, .txt) field or click to select. When the file is read, it shows "N codes read", notes if "N duplicate codes skipped", and displays the first eight codes. Check this preview before saving. If the file cannot be read, a The file could not be read notification appears; check the file format and first column, then reselect.
5. Click Import. The button is disabled without a store, role, and at least one code.
6. The Assign the role? box shows how many codes will have which role added. Customers who already have the role remain unchanged. Confirm with Import or return with Cancel.

Result: A notification "Role added to N customers" appears (yellow if codes are ambiguous or erroneous), the confirmation box closes, and result badges appear in the Assign a role to customers box:

Not found, ambiguous, and error codes are listed below the badges (first 50 codes). You can correct these codes and retry with a new file containing only them. Roles cannot be removed from this screen; added roles cannot be undone here.

Common situations

• I can't find an old customer. The web store shows only customers registered in the last 30 days on open. Fill in email, phone, or customer ID and click Filter; the date range is removed automatically. If you changed the date manually, clear it.
• Guest customers who shopped are not in the list. In the web store source, when the Guest filter is empty, only registered customers appear. Select All or Yes in the Guest field.
• I changed the source, and the list says "View changed." Click Filter to load records from the new source.
• "Customer service not configured" message appears. The selected source's service is not defined in this environment. This is not a fault; retrying will not fix it. Contact your administrator.
• Many "Ambiguous" codes in role import. The same ERP code is linked to multiple customers. Correct the ERP codes in customer records, then retry with only those codes.
• "Something went wrong" box appears. The list could not be retrieved. Click Retry; if the problem persists, report it to your system administrator with the text in the Technical detail section.
• I don't see the Import roles button. It appears only in the Web store source and for accounts with permission to edit customer records. Contact your administrator if you lack permission.

Related screens

• Customer record
• Orders
• Contracts
• Using list screens