A complete view of each customer

The question it answers

Before you pick up the phone, you want to know: have we spoken to this person before, what did they ask about, what did we promise, and are we allowed to contact them? Without one view, that answer is spread across an email thread, a lead ad file and someone's memory.

What appears on the page

• All records for this person: every enquiry that shares their email or phone, or that was merged into them, with the source and stage of each.
• A timeline, newest first, of each time they came in and every note, stage change, task, rule action and merge.
• Who on your team did each thing, by name.
• Their consent record: the exact wording they agreed to and when, if they gave marketing consent.
• A clear do-not-contact flag if they asked to stop on any of their records.
• If a lead retention period is set, the date until which the record will be kept.

One stop request counts everywhere

If a person tells you to stop contacting them, you mark that on their lead. The Customer 360 view then shows do not contact across all their records, not only the one where they said it. This matters because the same person often reaches you through two or three channels, and a stop request should not depend on which record a staff member happened to open.

What it does not include, on purpose

There is no device tracking, no location tracking, no browsing history and no data bought from third parties. The view holds what the person typed into a form or told your team, plus the campaign details their form passed when they enquired. That keeps the view useful without becoming something customers would be uncomfortable to see.

It is also not a purchase history from your shop or billing system. Won and Lost tell you the outcome of an enquiry, not every order.

How teams use it

• A clinic receptionist sees that a caller enquired about braces last year, through a Google lead form, and was quoted after a consultation.
• A real estate agent sees that a buyer filled two lead ads for different projects and a website form, so the conversation can start with all three.
• An owner checking a complaint can see who spoke to the customer and what was noted.
• An agency account manager can show a client how a single customer came back through several campaigns.

Who can see it

The same permissions as the rest of the CRM apply. Only people allowed to view leads for that business can open the view, and agency staff see only the clients they are assigned to. Data from one business is never shown inside another.