Find it in your dashboard under Customers.
How customers are grouped
Every time the AI collects a customer’s email or phone (through a chat, a lead, or an email reply), Molin links that conversation to a customer profile.- the same person is recognised across conversations by their email or phone
- if someone first writes in by email and later by phone, and a single conversation ever carries both, the two profiles are automatically merged into one
- conversations with no email or phone stay in the Inbox but do not create a customer profile
The customers list
The list shows one row per customer, newest contact first. Each row shows:- Customer: name, email, and phone (whatever was collected).
- Activity: when you last heard from them and how many conversations you have had.
- Channels: whether they reached you by web chat, email, Messenger, or Instagram.
- Signals: whether they left a Lead or have an Order.
- Follow-up: their current follow-up status, if set.
- Tags: any tags you added.
The customer profile
Click any customer to open their profile:- a header with their name, email, phone, and totals (conversations, first contact, last contact)
- a timeline of every conversation they have had, newest first, each linking straight into the Inbox thread
- a right-hand panel for tracking the relationship:
Follow-up status
Set a status so nothing slips through the cracks:- No follow-up (default)
- Needs follow-up
- Waiting on customer
- Done
Notes
Add free-text notes about a customer (for example “asked about a refund on order #1042, promised a callback”). Notes are timestamped and shared with your team.Tags
Add tags likevip or wholesale to group and recognise customers at a glance.