Skip to main content

Customer management — overview

The Customer management sidebar category is the dashboard home for CRM records and operational follow-up. It brings contacts, work items, communication, files, event context, and project delivery into one permission-aware group.

Support teams usually start here when a question involves a person, company, event attendee, email, document, task, newsletter audience, or delivery project.

Where It Appears​

Customer management appears in the organization dashboard, under routes like:

  • /organizations/:id/customers
  • /organizations/:id/protocols
  • /organizations/:id/tasks
  • /organizations/:id/projects
  • /organizations/:id/documents
  • /organizations/:id/newsletters
  • /organizations/:id/inbox
  • /organizations/:id/sent-emails
  • /organizations/:id/events

The exact links depend on the active organization, the signed-in user, and the organization role.

CRM Relationship Map​

flowchart TD
  Customer["Customer contact"] --> Protocol["Protocol interaction"]
  Customer --> Task["Task follow-up"]
  Customer --> Project["Project participation"]
  Project --> Milestone["Milestone"]
  Milestone --> Task
  Milestone --> Protocol
  Protocol --> Document["Document"]
  Project --> Event["Event"]
  Customer --> Newsletter["Newsletter subscription"]
  Email["Inbound or sent email"] --> Customer
  Email --> Project

Modules In The Category​

Customers​

Customers are the central CRM records. A customer can be a person, company, supplier, or other tracked entity. Records can include profile details, tags, statuses, relations, referrals, custom fields, addresses, images, linked user accounts, profile visibility settings, and connected activity across the CRM.

Start with the customer record whenever a support question concerns a specific person, organization, email address, subscriber, event participant, or assigned contact.

Protocols​

Protocols are stored as interaction records. They log calls, meetings, emails, chats, demos, notes, decisions, handoffs, and other touchpoints.

Open protocols to reconstruct the story behind a customer, project, task, or milestone.

Tasks​

Tasks represent follow-up work with ownership and deadlines. They can belong to a customer, organization, project, or milestone, and they carry status, due date, assignee, attachment, comment, and privacy context.

If the question is "who owns the next step?", check tasks. If it is "why does this task exist?", check the related protocol or project timeline.

Projects​

Projects group longer-running work with multiple stakeholders, phases, events, or shared deliverables. A project can include participants, participant groups, milestones, tasks, task templates, protocols, documents, linked events, mails, inbound emails, and assigned customers.

Documents​

Documents are organization-scoped files linked to customers, projects, events, protocols, tags, assigned users, or assigned customers. The document library can also surface legacy tile PDFs when configured.

This is the place to look for the file behind a contract, offer, PDF tile, protocol attachment, project asset, or event document.

Newsletters​

Newsletters organize subscriber lists and CRM-driven communication audiences. A newsletter can have subscribers, assigned customers, related events, and contact forms.

Newsletter context explains why a contact appears in a campaign audience, why a subscriber is pending or unsubscribed, and how CRM lists connect to communication.

Email​

Email includes the organization inbox, archive, spam view, and sent emails. Inbound emails can link to customers, responsible customers, projects, tags, and attachments. Sent emails help verify outbound communication and delivery issues.

Check email context when a customer says a message was received, archived, spam-marked, bounced, sent by the wrong sender, or missing from the expected record.

Organization Events​

Events in customer management are organization events, not the global platform admin event list. CRM-facing event operations include customer assignments, participants, invitations, ticketing, documents, newsletters, linked landing pages, project links, and attendee status.

The events page connects a contact to registration, invitations, check-in, tickets, event newsletters, and project delivery.

Permissions And Visibility​

Items disappear automatically when the organization role lacks the prerequisite entity:action:scope pairs described in Permissions.

The most relevant CRM entities are:

  • customer
  • protocol
  • task
  • project
  • document
  • newsletter
  • email
  • event

For most sidebar links, the dashboard checks whether the user can list or read the relevant entity. Some pages also check create, edit, or delete permissions before showing buttons, row actions, bulk actions, or form controls.

Assigned-only scopes can change which records appear. For support, this means two users in the same organization may see different rows even if both can open the same module.

Common Support Checks​

  1. Confirm the active organization ID in the URL.
  2. Confirm the user's role and permissions for the affected module.
  3. Check whether the issue is navigation visibility, record visibility, or action availability.
  4. Clear obvious filters such as search, status, assigned-only, show completed, archive/spam, or date range.
  5. Open the customer record and inspect related tabs for protocols, tasks, documents, emails, events, newsletters, access, relations, and referrals.
  6. For project-related questions, open the project timeline and the project tabs for participants, milestones, tasks, protocols, documents, events, and mails.
  7. For email and newsletter questions, check the customer email/subscription context and the organization email views.

Support Vocabulary​

  • Customer: Contact or CRM record. Can be a person, company, supplier, or other entity.
  • Member: A user/customer relationship in an organization, usually controlled through roles and permissions.
  • Protocol: Logged interaction or activity tied to customers and projects.
  • Task: Follow-up work item with status, assignees, and due date.
  • Assigned-only: Permission scope that limits visible records to records connected to the user or member context.
  • Externally added: Customer records created from external or guest-facing flows, such as forms or imports, rather than manually entered by the internal team.

Related concepts: CRM product pillar, Customers.