Customers: the customer list, the customer page and notes

Under Customers in the menu (right below Inbox) is everyone who has written to you. Here you see the whole relationship with a customer in one place instead of searching the inbox.

The customer list

The list shows one row per customer with Name, Email, the number of Cases, Latest case and Channel. The customer who wrote most recently is at the top.

• Type in Search by name or email to find a specific customer.
• The list shows 50 at a time. Show more fetches more, up to 500.
• Senders who have only sent spam or automatic emails (newsletters, no-reply) are not on the list. They are not customers.

Click a customer to open the customer page. You also get there from a case: the customer's name in the customer block on the right of the case is a link.

The customer page

At the top is a customer card with the customer's name, email, language, Customer since and the number of cases. If Shopify is connected, the customer's country is shown there too (from the latest order). Below the customer card are three tabs.

Cases - all of the customer's cases, the newest at the top. Click one to open it in the Inbox.

Orders - the customer's newest orders from Shopify, up to five. You find older orders in Shopify. The tab is for viewing only: you do not cancel or refund here, you do that from the case (see Order actions). Orders are looked up on the customer's own email, so an order placed with a different email is not shown here. You can confirm it in a case instead, see Order placed with a different email. If Shopify is not connected, or Nemma does not know the customer's email, the tab says so.

Notes - your and your colleagues' own notes about the customer.

Notes about a customer

A customer note is for remembering things that are good to know the next time the customer writes: "prefers a call on Fridays", "has been promised a new parcel", "only wants money back on the card".

1. Open the customer and choose the Notes tab.
2. Write in the field and click Save note. A note can be up to 5,000 characters.
3. The note appears with the author's name and the date.

Good to know:

• Notes are for the team only. They are never sent to the customer, and the AI does not read them, neither when it sorts an email nor when it writes a draft.
• Everyone on the team can write and read notes. You can delete a note with Delete note, but not edit it - that way nobody can rewrite what a colleague has written. If there is a typo, delete it and write a new one.
• A note about the customer is something different from an Internal note in a case. That belongs to a single case (see Approve and edit the AI draft), while a customer note follows the customer across all cases.
• If a customer is deleted, for example after a GDPR request, the notes are deleted with them. They are also included in the data export a customer has the right to receive.