Customers

A customer record is one person, not one email address. Someone who browsed anonymously, ordered by phone and messaged you on Instagram is a single record — not three.

How one person stays one record

Email, phone, WhatsApp ID and Instagram ID all resolve to the same customer. That is what makes the customer screen useful: everything they browsed, bought and asked about is on one page, rather than scattered across systems that each know a fragment.

What is on a customer

Contact captured before payment

Name, phone and email are recorded on the cart before payment. That is deliberate: an abandoned cart is only worth chasing if you can reach the person, and asking for contact details after they have already left is too late.

Sessions

Sessions shows visits — the pages someone looked at, what they put in a cart, where they came from, and whether it became an order. It is first-party data on your own server, not a third-party analytics account.

Worth reading when:

• A campaign is producing traffic but no orders — you can see where people stop.
• One customer had a problem and you want to see what they actually did.
• You want to know which products people look at repeatedly without buying.

Audiences

For marketing you group customers into audiences using rules — bought a specific product, bought from a category, lifetime spend between two figures, number of orders, never bought, ordered or did not order within N days, abandoned a cart recently, or delivery state.

Audiences are reusable and are what campaigns send to. See Campaigns and journeys.

Being careful with this

You are holding real people's phone numbers, addresses and buying history. Give staff only the access they need, do not export customer lists to spreadsheets that then live on laptops, and delete data you have no reason to keep.

Still stuck? Message us on WhatsApp — we would rather answer than have you guess.