# Customers from messengers

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## Functions

### Write to WhatsApp / Write to Email

{% hint style="success" %}
The buttons are visible only if WhatsApp and/or Email bot are connected to the project.
{% endhint %}

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Click to open a window and add a new WhatsApp contact. You can also create an Email bot client and send an email from here.

### Additional actions menu

To perform actions in the **Clients** section, click the three-dot icon (⁝) in the upper-right corner of the menu.

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#### Mark all as read

This function marks all unread messages as read:

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#### Resend error messages

This function will resend the last message to **ALL** clients whose latest bot message shows a red **ERROR** status.

{% hint style="danger" %}

#### Attention

This action resends the last bot message to all failed recipients — including messages sent much earlier.
{% endhint %}

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Click the button to open settings where you can set the resend date, choose a messenger, and adjust the sending interval.

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{% hint style="danger" %}

#### Attention

A message with an error such as **"Too many requests per second..."** is **automatically** resent after the number of seconds specified in the error text.
{% endhint %}

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#### Client preview settings

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The settings menu allows you to choose the data shown in the client preview panel.

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#### Message display settings

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Here you can choose which messages will be displayed in the chat:

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#### Delete unsubscribers

This action will permanently remove all users who blocked the bot and any users you personally blocked from your database.

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### Bulk chat actions

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**Bulk chat actions** lets you select multiple client conversations to add to lists, apply labels, mark as read, etc.

**What bulk actions are available:**&#x20;

1. Mark as unread.

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If you click on this icon, all dialogs will be marked "unread".

2. Mark,  as read.

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If you click on this icon, all dialogs will be marked "read".

3. Block (unblock) clients.

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This bulk action will help to block or unblock all marked clients.

4. Delete clients.

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If you click on this button, all the marked clients will be <mark style="color:red;">**PERMANENTLY**</mark> deleted!

{% hint style="warning" %}

#### Please note

All bulk actions (delete, block/unblock, mark read/unread) require an extra confirmation in a pop-up window.

<img src="/files/LJWiAor6zdC9rgdd2JE1" alt="" data-size="original">

The modal window states that the action is **IRREVERSIBLE!** If you enter the word **"Confirm"**, the bulk action will be applied to the selected clients.
{% endhint %}

5. Actions with lists & tags.

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Use bulk actions to add multiple clients to a list (or tag them) or delete them from a list at once.

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Manage lists and tags by selecting them and clicking **Add** or **Delete**.

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#### **How to select multiple chats**

Check the box at the top of the actions column to select every client at the same time.

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Select individual chats by checking their corresponding boxes.

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{% hint style="success" %}
You're now ready to manage client lists with bulk actions
{% endhint %}

## Filters

The client list includes a **filter function** to sort clients by different criteria.

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The tabs at the top of the client list provide quick filtering:

* **All** – displays all client conversations stored in the CRM.
* **Unanswered** – shows only clients who have unread messages.

{% hint style="info" %}

#### **Important**

The "Unread" mark is removed once a team member opens the conversation with the client.
{% endhint %}

* **Mine** – displays clients assigned to the employee currently viewing the list.
* **Others** – displays clients assigned to other employees in the system.
* **Free clients** – displays clients not assigned to any employee.

Let’s review the available filter settings.

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Filters let you focus on a targeted set of clients based on your queries.

{% hint style="info" %}
Save your filter settings for easy reuse later — just select them from your saved filters list.
{% endhint %}

#### **Available filters**

**Search** — searches by name or a unique messenger identifier. For example, entering `1988` will find a client named `Vasya1988` and one with Telegram ID `7771988777`.

**By client ID** — searches for a client by their internal service ID. This field works by partial match. For example, `10` will match IDs such as 10, 110, 100, 210, etc.

**Funnel blocks** — displays clients who are currently in a specific block, such as the `Welcome` block.

**Mailing lists** — displays clients who are on the selected mailing list(s).

**Exclude lists** — excludes clients who are on the specified mailing list(s).

**Exclude tags** — excludes clients who have the specified Mavibot tags.

**Tags** — displays clients who have the specified Mavibot tags.

**Communication channels** — displays clients by the bot they are in, e.g., two different Telegram bots.

**Registered before** — displays clients who registered before a specific date.\
\&#xNAN;*Example:* `Registered before 05/23/2023` includes clients registered up to 05/22/2023 23:59, but not those registered on 05/23/2023 at 00:00.

**Registered after** — displays clients who registered after a specific date.\
\&#xNAN;*Example:* `Registered after 05/20/2023` includes clients registered from 05/20/2023 00:01 onward, but not those registered before.

**Sort chats by client creation date** — sorts clients in descending order (newest first).

**Unread** — displays clients (based on other filters) who have unread messages.

**Display unsubscribed** — displays clients who have unsubscribed from your bots.

**Exclude unsubscribed** — hides clients who have unsubscribed from your bots.

**Display blocked clients** — displays clients who have been blocked.

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**Deal stage with CRM** — displays all clients at the selected stages of the integrated CRM.

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**Owner** — when client auto-assignment or manual assignment is enabled, the owner (assigned employee) is shown in the client's profile. You can use this filter to view clients by their assigned owner.

**Variable search** — consists of two fields: **"Variable name"** and **"Variable value."** This filter only works with an exact match of the variable name and its value.

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**Example:** If you enter **"Price"** in the *Variable* field, clients with a linked **"Price"** variable will be shown. However, entering **"prices"** will **not** find the **"Price"** variable.

The **Variable value** field works the same way — it requires an exact match.

You can fill in both fields at the same time. For instance, if you set **"Size"** in the *Variable* field and **"M"** in the *Variable value* field, you will see only clients where `size = M`.

**Reset filte**r**s** — resets all filters.&#x20;

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You can also combine all the filters above to create the exact client segment you need.

### How to download the client database

To download the client database as a file, go to:\
**Clients → Filter → Download**

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{% hint style="danger" %}

#### **Attention**

* The export supports up to **100,000 clients** per CSV file when including all variables.
* For databases **exceeding 100,000 clients**, split the export into multiple parts if you require every client variable.
* In the **.xls** file format, only the **main 11 columns** will be included.
  {% endhint %}

The button allows you to export your client list in a standard format — **CSV** or **XLS** — which can be opened in Excel. The file will contain the following columns:

1. **Client ID** (`client_id`)
2. **Client name**
3. **Messenger** used by the client
4. **Bot** the client contacted
5. **Unique messenger ID** (e.g., phone number for WhatsApp)
6. **Last action data**
7. **Last action date**
8. **Client avatar URL**
9. **Current block ID**
10. **Click-through history** (blocks visited)
11. **Tag**

{% hint style="info" %}
**After these 11 columns, custom variables will be included — but only in the .CSV file format.**
{% endhint %}

You can also export clients from a specific list. To do this, click the **Export Clients** button in the **Lists** section.

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## Client card

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The client card shows key client details:

* **Avatar**
* **Messenger icon** the client used
* **Client name**
* **Client status** (e.g., *blocked* / *paused*)
* **Assigned employee**

– Linked to you → shows **"Your client"**\
– Linked to another employee → shows their email or name\
– Unassigned → no label shown

* **Last activity time**
* **Last message indicator** (one of the following):

– **Client** — last message sent by the client\
– **You** — last message sent by you\
– **Employee's email** — last message sent by another employee\
– **Comment** — last message is a comment\
– **Attachment** — last message contains an attachment

* **Pinned client icon**, if the client is pinned

{% hint style="info" %}
To open a chat, click on the client's card.
{% endhint %}

### Context menu

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The client card context menu includes:

* **Mark as unread** – marks the conversation as unread and moves the client to the **"Unanswered"** tab.
* **Pin/Unpin conversation** – pins the chat to the top of the list (above all others) or unpins it.
* **Block/Unblock** – blocks or unblocks the client.
* **Delete client** – permanently removes the client from the database. **This action cannot be undone.**

You can customize the client preview to show the information most important to you.

Clicking a client card in the main list opens the chat with that client. In the right panel, you'll see the full client profile. Each section of the client card in the right panel is described in detail in [our guide](/crm/customers/helpdesk.md).&#x20;

Please note that the left menu displays the **number of unread messages**.

This allows you to see how many messages are awaiting your attention without opening the **Clients** section.

What is shown depends on your role in the project:

* **Administrators** see the total number of all unread messages in the project.
* **Operators** see only unread messages from clients assigned to them.


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