> ## Documentation Index
> Fetch the complete documentation index at: https://docs.molin.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Customers

> Turn chats into a lightweight CRM: track known customers with their orders, ticket history, follow-up status, notes, and tags.

The Customers page turns your chats into a lightweight CRM. Instead of a list of separate conversations, you see profiles grouped by known contact identity, so you can track who you are talking to and what you have discussed before.

<Note>Find it in your dashboard under [**Customers**](https://molin.ai/app/customers).</Note>

## 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.

* when an email is available, Molin recognises the person by email
* when no email is available, Molin recognises the person by phone
* a phone-only profile stays separate if an email becomes available later, which prevents shared household or office phone numbers from merging different people
* conversations with no email or phone stay in the [Inbox](/home/inbox/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 tickets 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

You can **search** by name, email, phone, or tag and filter customers by follow-up status.

## The customer profile

Click any customer to open their profile:

* a **header** with their name, email, phone, and totals (tickets, first contact, last contact)
* recent **orders** from the connected store, when the store platform supports lookup by customer email
* a **timeline** of every ticket they have had across web chat, email, Messenger, and Instagram, newest first, each linking straight into the [Inbox](/home/inbox/inbox) thread
* a right-hand panel for tracking the relationship:

### Orders

For Shopify, Shoprenter, and UNAS stores, the profile loads the customer's latest orders directly from the connected store. Expand an order to see its products and use **Track order** when the store supplied a valid tracking link.

Order history requires an email address on the customer profile. The profile explains when the customer has no email, the store platform does not support customer order lookup, or the live store request fails.

### 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 show who added them, are timestamped, and are shared with your team.

### Tags

Add tags like `vip` or `wholesale` to group and recognise customers at a glance.

<Tip>Use the [Inbox](/home/inbox/inbox) to read and reply to individual conversations, and Customers to track the person across all of them.</Tip>