Customer profile in CRM: full history, client replies and tasks

Without a shared customer profile in CRM, your sales history lives in managers' phones. A property developer's client calls for the third time this month, and a new manager picks up. The chat stayed in a colleague's WhatsApp, the call recordings in the phone system, the agreements in a notebook. The client hears “remind me what we talked about” and goes to those who remember.

A lead is what a CRM calls any request, and the lead card collects everything about the client on one screen: contacts, funnel stage, recorded calls, messages from all channels, colleagues' comments and tasks. From here, you can also call or message the client right away. A new manager understands in a minute what has already been discussed.

Telephony, messengers and AI bots are already built into your account, so the history builds up in the card by itself, with no third-party integrations. And the account works well on a phone too: you can open the customer profile right at a meeting.

Watch the two-and-a-half-minute video, and below you'll find the step-by-step setup.

Why a business needs a customer profile

• Sales team: a manager replies in WhatsApp, Telegram, MAX, Avito, by SMS or email from one window. No need to switch between apps, and the client gets an answer faster.
• Head of sales: listens to call recordings right in the feed, even at double speed. Conversation quality is visible without exports from the phone system.
• Real estate and B2B: one lead can have several contact persons, for example a director and an accountant. On a long deal, none of them gets lost.
• A clinic or salon: promised to call back — set a task with a reminder. No “I'll call you tomorrow” is forgotten, and the head of the team sees overdue tasks.
• A business with an AI chatbot: the bot's chats land in the card's feed. A manager can reply personally and stop the bot in this chat.

What's in a customer profile in CRM

On a wide screen, the card is split into two columns. On the left are the header, tabs and fields. On the right are the activity feed and the reply field. You can drag the divider between the columns with the mouse. On a narrow screen, such as a phone, the feed opens as a separate “Activity” tab.

You decide which fields the card has: how to add them is described in the article on custom fields in CRM.

In the card header:

• the lead name and the priority star: “Normal”, “Important”, “Very important”;
• the funnel stage and since when the lead has been on it, for example “(since October 12)”;
• the progress bar — how far the lead has moved along the funnel;
• the “⋯” button — a link to the lead, a copy of the lead, a new task, deletion.

Most edits are saved with the “Save” button on the bar at the bottom. Comments, tasks and payments are saved right away — read about payments in the article on payment tracking in CRM.

How to fill in a customer profile

1. 1
   Open a lead

   Click the name or number in the lead list (how it works is covered in the article on CRM for small business). To create a new one, click “New lead” and fill in the name, phone or email.
2. 2
   Choose a stage

   Click the stage under the lead name and pick the one you need. Fields marked with an asterisk “*” are required at this stage.
3. 3
   Assign an owner

   On the “Main” tab, choose an employee in the “Owner” field.
4. 4
   Fill in the contacts

   Phone numbers, email and messengers. A second number is added with “+” in the phone row, another contact person with “+” next to the name → “Add a sub-contact”.
5. 5
   Save

   Click “Save” on the “You have unsaved changes” bar. If another lead already has this phone number, the system offers to “Open the lead” or “Save” anyway.

Customer history: the activity feed

The activity feed is the customer history in CRM. It holds everything that happened with the lead: comments, messages, calls, field and stage changes, autofunnel events. New events are at the bottom. The feed refreshes by itself every 20 seconds while the browser tab with the card is active.

A call has a ▶ button: you can listen to the recording at up to 2× speed and download it. The “What to show in the activity” filter — the funnel button at the top of the feed — hides what you don't need.

How to reply to a client from CRM

At the bottom right, there are three tabs: “Reply”, “Comment” and “Task”.

1. On the “Reply” tab, check the channel in “From …”, for example WhatsApp or Telegram. Click it to choose another one.
2. Type the text or dictate it with the microphone — up to 3 minutes at a time.
3. Click “Send” or press Ctrl/Cmd + Enter.

Files are attached with the paperclip in Telegram, WhatsApp and MAX direct. Unfinished text is saved as a draft for this lead for 30 days. If an AI bot replies in the chat, you can stop it: “From …” → “Stop the bot in this chat”.

You can call the client with the “Call” phone icon next to a saved number. Wait for the call to come to your phone or SIP (internet telephony) — the calling method is set in your profile.

Tasks with reminders

The “Task” tab opens the task window. Fill in the “Task title”, “Assignee”, “Start” and “End”. In “Remind me”, choose “On time”, “An hour before”, “A day before” or “A week before”, and in “Notification method” — for example SMS or “Pop-up window”. Tasks are shown at the bottom of the feed, and overdue ones are highlighted.

Copy a lead, share a link and clear a missed call

Less frequent actions are in the “⋯” menu in the header of a saved lead. “Link to the lead” copies the card's address to the clipboard so you can send it to a colleague. “Copy lead” creates a copy of the lead and opens it right away — handy when the same client comes back with a new order. “Remove from missed calls” clears the missed call mark manually if you have already reached the client another way: the lead disappears from the “Missed calls” filter in the CRM list.

If a colleague has opened the card

A badge with their avatar appears in the header. A yellow bar above the card means a colleague is also editing the lead. A red one means the lead has already been saved after you: click “Load the fresh version” so you don't overwrite someone else's edits.

Read also: Payment tracking in CRM: record a payment and see the lead source, CRM for small business: how to never lose a single lead, CRM task management and calendar: never forget to call a client back, Duplicate leads in crm, Crm guide for sales reps