CRM & Customers

Customers is Teloring's mini CRM. It connects conversations, contacts, calls, documents, journey events, and custom business records around a customer profile.

Think of a customer as the main record for a relationship. A customer can represent a business, account, household, organization, or person, depending on how your team works. Around that customer, Teloring connects the people who contact you, their conversations, call history, signed documents, and any custom objects your account creates.

Customers list

Open Customers from the sidebar to see the CRM list.

The list includes:

Control	Use it to
Search	Find customers by name, contact details, or other searchable information.
Lifecycle stages	Filter customers by status such as lead, active, inactive, or irrelevant.
Create customer	Add a new customer manually.
Field editor	Customize fields shown on customer records.
Customer cards/grid	Open a customer profile for details and history.

The customer list is usually the best starting point for managers and admins. Agents will often reach the same customer profile from a conversation, using the Customers section in the conversation right sidebar.

Create a customer

To create a customer manually:

1. Open Customers.
2. Click Create customer.
3. Enter the required name.
4. Add optional details such as industry, phone, email, website, assigned agent, address, tags, and notes.
5. Save the customer.

Customer profile

Open a customer to view the full profile.

Depending on enabled features and available data, the profile can include:

Area	What it shows
Overview	Core customer fields and summary details.
Journey	Important customer events over time.
Contacts	Linked contacts and identities.
Conversations	Related customer conversations across inboxes.
Calls	Voice activity connected to the customer.
Documents	Signed or uploaded documents connected to the customer.
Custom objects	Account-specific records such as assets, service calls, deals, subscriptions, or other business objects.

Customer header

The top of the customer profile shows the most important customer details. This area is meant for quick identification before opening the deeper tabs.

It can include:

Item	Meaning
Customer name	The primary customer display name.
Lifecycle stage	The current customer stage, such as lead, active, inactive, or irrelevant.
Industry	The customer's industry or business category.
Contact details	Phone, email, website, address, or other key fields.
Assigned agent	The agent responsible for the customer, when used by the account.
Tags and notes	Short customer-level context.

Admins can customize the top-level customer fields with the field editor.

Built-in customer tabs

Every customer profile is organized into tabs. Tabs separate different kinds of information so agents and managers can find history quickly.

Journey

Journey is a timeline of important customer events. It helps teams understand how the customer record changed over time.

Journey can include events such as:

Event type	Example
Customer created	A new customer record was added.
Field changed	A lifecycle stage, owner, or other field was updated.
Contact added	A new contact was linked to the customer.
Object record activity	A custom object record was created or updated.

Use Journey when you need to understand the sequence of events, not just the current state.

Contacts

Contacts are the people connected to the customer. A business customer may have several contacts, such as an owner, finance contact, support contact, or branch manager.

Use Contacts to:

Task	Why it matters
Link an existing contact	Connect a person who already exists in Teloring to this customer.
Review all customer contacts	See who can contact your team on behalf of the customer.
Edit contact fields	Keep names, phones, emails, roles, preferred channels, and notes accurate.
Merge customer records	Clean up duplicate customers when needed.

Contacts are different from customers. A contact is the person. A customer is the account or relationship the person belongs to.

Conversations

The Conversations tab shows conversations connected to the customer. It can include open and resolved conversations across different inboxes.

Use it to:

Task	Why it matters
Review open conversations	See active work connected to the customer.
Review resolved conversations	Understand previous issues and outcomes.
Switch from CRM to conversation handling	Open a related conversation from the customer profile.
Compare channels	See whether the customer contacted you by WhatsApp, email, live chat, voice, or another inbox.

Calls

The Calls tab shows voice activity connected to the customer when voice is enabled.

Use it to review:

Item	Meaning
Call direction and status	Whether the call was answered, missed, rejected, or completed.
Agent	The agent connected to the call, when available.
Duration	How long the call lasted.
Related conversation	The conversation or customer context connected to the call.

Documents

The Documents tab shows documents connected to the customer, including document signature activity when enabled.

Use it to review:

Status	Meaning
Ready	A document is prepared and ready for signing or sending.
Signed	A customer completed the document.
Declined or expired	The document was not completed.

Documents help teams keep agreements, forms, approvals, and signed files close to the customer history.

Link contacts to customers

Contacts can be linked to customer records so agents see the full business context while handling conversations.

Common examples:

Example	Why to link
One customer, many contacts	Several employees contact support for the same company.
One contact, many conversations	A customer reaches out through WhatsApp, email, and live chat.
Historical lookup	Managers want to review all interactions for one business.

Lifecycle stages

Lifecycle stages help teams group customers by relationship status.

Stage	Typical meaning
Lead	A potential customer or new opportunity.
Active	A current customer.
Inactive	A customer that is not currently active.
Irrelevant	A record that should not be treated as an active opportunity or customer.

Your team can decide the exact operational meaning of each stage.

Custom objects

Custom objects let your account model business data that does not fit into the basic customer fields.

Examples:

Object	What it can represent
Service Calls	Support cases, technical visits, complaints, or operational requests.
Deals	Sales opportunities, quotes, renewals, or commercial processes.
Assets	Products, devices, locations, subscriptions, contracts, or equipment connected to the customer.
Projects	Onboarding work, implementation stages, or long-running work.
Any custom object	A record type your admin creates for your business process.

Custom objects appear as additional tabs on the customer profile. Each tab contains records of that object type for the current customer.

For example, one customer could have:

Customer	Related custom records
Acme Ltd.	3 service calls, 2 deals, 5 assets, 1 renewal project

Each object record has its own fields, its own detail panel, and optional related links to other object records.

Creating object types

Admins can create new object types from the customer profile. When creating an object type, the admin defines:

Setting	Meaning
Plural label	The tab name, such as "Assets" or "Projects".
Singular label	The name for one record, such as "Asset" or "Project".
Icon	The visual icon shown on the customer tab.
API ID	A stable technical identifier for the object. This is useful for integrations and automation.

After an object type is created, it appears as a customer tab. Admins can then use the field editor to define the fields for that object.

Field editor

The field editor controls which fields appear on customers, contacts, and custom objects.

Admins can use it to:

Action	What it does
Add sections	Organize fields into groups, such as General, Billing, Contract, or Service Details.
Add fields	Add new fields from the toolbox.
Reorder sections and fields	Drag fields into the right order for agents.
Mark fields as required	Make important data mandatory.
Edit labels	Rename fields so they match your team's language.
Edit options	Define dropdown, radio, checkbox, and multi-select values.
Save the schema	Apply the updated layout to that object type.

The available field types include:

Field type	Best for
Text	Short values such as name, serial number, or reference.
Textarea	Longer notes or descriptions.
Number	Quantities, counts, or numeric IDs.
Email	Email addresses.
Phone	Phone numbers.
Date	A single date, such as renewal date.
Datetime	Date and time together.
Checkbox	A yes/no value.
Radio	One choice from a small fixed set.
Dropdown	One choice from a list.
Multi-select	Multiple choices from a list.
Currency	Money amounts.
URL	Links to external resources.
Rich text	Formatted notes or longer content.
Agent picker	Assign an internal agent.
File	File attachment fields where supported.
Caption	A visual label or separator inside the form.

Some fields are system fields. System fields are required by Teloring and cannot be removed, although admins may be able to control how they are displayed.

Top-level customer fields vs object fields

Top-level customer fields describe the customer itself. Object fields describe one record under that customer.

Field location	Example fields	Use it for
Customer fields	Name, lifecycle stage, industry, phone, email, website, address, assigned agent, tags, notes	Information that belongs directly to the customer.
Contact fields	First name, last name, phone, email, role, preferred channel, notes	Information about a person linked to the customer.
Object fields	Service status, deal amount, asset serial number, renewal date, project owner	Information that belongs to one custom object record.

For example, "Customer email" belongs on the customer. "Technician assigned to this service call" belongs on the Service Call object. "Serial number" belongs on an Asset object.

Linking records between objects

Custom object records can be linked to other object records. This creates a relationship between two records so users can navigate between them.

Example relationships:

Source record	Linked record	Why link them
Service Call	Asset	The service call is about a specific product or device.
Deal	Project	A won deal started an onboarding project.
Subscription	Document	A signed agreement belongs to the subscription.
Service Call	Deal	A support issue created a renewal or upsell opportunity.

When you link records, Teloring shows the relationship in the Related Items area. The source record shows the linked item. The target record also knows that another record links back to it.

This means users can open a service call, see the related asset, open the asset, and still see that the service call is connected to it.

Record lists and column settings

Each custom object tab shows a record table. Users can open a record to view details, edit it, delete it when allowed, or review related items.

Some object tables allow column settings, so users can choose which fields appear in the list and whether related links should appear as a column. This helps each team keep the most important fields visible.

Practical example

A service company might use the CRM like this:

1. The customer profile stores the company name, lifecycle stage, contact details, assigned agent, and notes.
2. Contacts store the people who call or message the company.
3. Conversations store every WhatsApp, email, voice, or live chat interaction.
4. Service Calls store support cases.
5. Assets store the customer's products or equipment.
6. A Service Call is linked to the Asset it is about.
7. Documents store signed service agreements.
8. Journey shows the important changes over time.

This keeps the customer relationship, daily communication, and structured business records connected in one place.