Customers

What is a Customer?

A customer object is a structured representation of an individual customer, containing key information such as Customer Name, Slack Channels, and Email Domains.

Access Customers

• Log in to the ClearFeed Web Dashboard

• Go to the Customers section on the left nav bar.

Create a New Customer

• Go to Customers -> click on Add New Customer

• Provide the name of the Customer

• Select the Slack Channel(s) where requests from the Customer are being monitored

  • Slack Channels shouldn't be assigned to another customer

  • ClearFeed should be monitoring these channels

• Add Email domains - users with this email domain will be treated as customer

• Click Create to create the new customer object

Edit an Existing Customer

• Go to Customers -> Find and click on the Manage button.

• Click on the Edit customer details button to modify the customer's details

• Make the necessary changes and ensure all information is accurate

• You can also choose to enable/disable the Support Portal for specific customer

  • Read more about the Support Portal.

Customer Creation and Verification Logic in ClearFeed

ClearFeed auto-creates or modifies customer records when new Slack channels are added, new non-responders are detected, or emails are received — with logic depending on:

• Whether non-responder emails are detected

• Whether the email domain is new

• Whether that domain already exists in ClearFeed

• The number of new non-responder email domains

Events that trigger Creating a new Customer

• New Slack Channel is added to ClearFeed

• New Non-Responder added to a Slack channel where ClearFeed is present

• Email received to the Support Email Address configured in ClearFeed Account

Customer Creation Scenarios

If the verification status for a customer is marked as "Not Done", that customer will not have access to the Customer Portal. This restriction ensures that only verified customers can view and interact with requests on the Portal.

In such cases, an Admin must manually review and update the verification status to "Done" from the ClearFeed web app.

Custom Fields

• Custom Fields in Customers allow users to create additional fields alongside standard fields such as Customer Name, Email Domain, and Slack Channels.

• These fields can be used to capture custom properties against Customers which helps log customer details.

• After defining and setting up fields, you can select and add field values for any Customer on ClearFeed using the web app.

• You can add and keep updating Custom Fields and their values depending on your workflow.

Create Custom Field

1. Navigate to Customers > Custom Fields

2. Click on the Create New Field button to start creating a new Custom Field

3. Enter a Name for your field and select the field Type.

   • Currently, we support Single Select, Multi Select, Text, Date & Number type fields.

   • For Text type fields, you can specify if you want users to give Single-line Input or Multi-line input.

     • You can also specify the Character Limit for the text field.

   • If Single Select or Multi Select is chosen, add the available Options for this field.

Coming Soon