Home · Blog · The customer card in a chatbot CRM: what the bot records itself and what you need to ask
The customer card in a chatbot CRM: what the bot records itself and what you need to ask
A customer card in CHBT appears by itself as soon as a person writes to the bot: the channel, ID in channel, the name from the messenger profile, Message history and Activity. Phone, email and fields of your own appear only if the bot asks for them with the Data collection block or records them with the Save to contact field action; tags are set by the flow or a manager, and notes and deals are added by the team. Cards of one person from different messengers are merged by hand — with the Merge with another contact button in Conversations.
Where to find the card
The customer card opens in two places:
- Contacts — a list of everyone who wrote to the bot, with search by name, phone, email or ID and a tag filter. Click a row — the Contact card opens.
- Conversations — to the right of the chat, the Customer card: the same plus what an operator needs right in the conversation.
From the card in Contacts the Open conversations button leads to the chat, and from Conversations you see the whole card without leaving the chat.
What the bot records itself
The card appears automatically as soon as a person writes to the bot or taps Start. Nothing needs to be set up:
- the channel — Telegram, MAX, VK, website chat or email;
- ID in channel — the user’s number in the messenger; the bot replies to them by it;
- the name — as it appears in the messenger profile;
- Message history — the whole conversation with the bot and operators;
- Activity — when the customer last wrote.
There is no phone or email here yet: messengers do not pass them to the bot. They have to be asked for — that is the next section.
It also matters that the card appears even for those who left nothing. A person tapped Start and left — they are still in Contacts, with the channel and history. If they come back later and leave a phone, the data is added to the same card, not a new one. And if the bot is connected to several channels, each channel has its own card until you merge them.
What the flow collects
Everything else the bot learns when it asks. The Data collection block is responsible for this:
- Phone and email. In Input validation choose Phone or E-mail — the bot will not accept “I will call in the evening” instead of a number and will ask again. The answer goes into the card’s Phone and email field.
- Any fields of your own. City, type of property, size, convenient time — set a Field name, for example “City”. Under this name the answer appears in the card, in Survey answers and in the export.
If a value needs to be recorded without a question — for example, a test result or the chosen service — use Action → Save to contact field: name, phone and email write the name, phone and email, and any other name creates a field of its own. In detail about collecting contacts without losses — in the article on collecting contacts in a bot.
Contact fields and survey answers
The card has a Contact fields section — this is where the bot records collected variables: everything that came from Data collection and Save to contact field. The fields can be corrected by hand: Additional fields (JSON) opens them for editing.
If the bot runs questionnaires and surveys, their answers are also gathered in Survey answers — it shows what customers answered for each field. This is handy when you need not one card but a picture of the whole base: “70% want courier delivery”.
In Conversations there is also a Collected by bot block — the variables of the current conversation, for example the chosen service or budget. It shows where in the flow the customer is and what they have already answered, even if the answer is not yet written into the card fields.
Tags
Tags are short labels set by the flow (Action → Add a tag) or by a manager by hand: customer, vip, manicure, src-ads. They are visible in the card and work as a filter in Contacts: segments for broadcasts are built by tag.
The main difference between tags and variables: a tag stays in the card forever, while flow variables live only while the conversation is running. So everything the bot should “remember” about the customer next time — goes into a tag. How to build a tag system so that half a year later there is no chaos in it — in the article on tags as a segmentation system.
What the team adds
- Note. Notes are visible only to the team: the stylist, preferences, agreements. The customer does not see them. The note is saved in the conversation card, and the next operator will not ask again about what has already been discussed.
- Deal. If the customer has a deal in the CRM, it is visible right in the card: the name, amount and stage — New, In progress, Paid or Denial.
- Assign operator. You can assign the conversation to a specific employee so that the customer deals with one person.
A tag is for filtering and broadcasts (“everyone who bought a manicure”), a note is for a person (“prefers the stylist Anna, asks for a reminder a day before”).
Voice messages and translation
On plans with AI — Basic, Business and the trial period — customers’ voice messages are transcribed to text. In the history the operator sees “🎤” and the message text: no need to turn on the sound in the middle of the office. On the Free plan the history keeps the “🎤 Voice message” mark without text.
If the customer writes in another language, the operator can translate the message with the Translate button in Conversations, and their reply into the customer’s language, check it and send it. Transcription and translation cost 1 AI credit each.
One person — different messengers
A person first wrote in the website chat, then in Telegram, then in VK — and there are three cards. To keep the conversations, tags and requests in one place, the cards are merged.
- Open the conversation in Conversations.
- In the customer card click Merge with another contact.
- Find the same person’s contact in another channel and confirm.
After merging, all their conversations, tags and requests will be in one card. If you merged by mistake, Separate this chat returns the channel to a separate card.
The bot replies to each channel within that channel: merging does not move the conversation from Telegram to MAX but gathers the history for the team.
Where to export the data
- CSV export in Contacts — the whole base or contacts with the chosen tag: name, email, phone, channel, ID in channel, tags, date added and survey answers as separate columns. The file opens in Excel and Google Sheets — handy for a report or reconciling with sales.
- amoCRM and GetCourse — ready-made integrations: when a customer first leaves a phone or email, a deal appears in amoCRM and a user in GetCourse.
- HTTP request from a flow — any card data to any system through your server or an automation service.
The way back is CSV import: if you already have a base, upload it, and contacts with the same ID in channel will be updated. In detail about passing requests to external systems — in the article on leads from the bot into a CRM.
Personal data and deletion
Phone, email and survey answers are personal data, and by law you are responsible for them as the data controller. The card has a Delete contact button: the contact is deleted together with all conversations and messages, and this cannot be undone. This is how a customer’s request to delete their data is fulfilled.
Collect only what you really need for work: if the city affects nothing, do not ask for it. What to tell the customer about consent and how to store data — in the article on Federal Law 152-FZ and chatbots.
Common mistakes
- A phone as text without validation. The card ends up with “I will tell you later”, and the integrations get nothing.
- An answer stored only in a variable. The variable disappears at the end of the conversation — record what you need into a contact field.
- Dozens of similar tags. “vip”, “VIP”, “Vip” are three different tags. Agree on a list in advance.
- Expecting channels to be joined automatically. Cards from different messengers are merged by hand.
- Deleting “to tidy up”. Delete contact also erases the whole conversation irreversibly — tags are better for keeping the base in order.
CRM and contactsCollecting contacts in a chatbotTags as a segmentation systemLeads from a bot in CRM