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Your customer list

Find any customer, add tags and private notes, track where they are (New, Contacted, Converted, Lost), mark VIPs and block spam.

Updated 10 October 2026
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What it does

Everyone who messages your WhatsApp Business number is added to Customers automatically. For each customer you can:

  • rename them, and add tags and private notes
  • see their stage: New, Contacted, Converted or Lost
  • mark them opted in to offers, or Block them
  • open their full history of chats and bookings

When to use it

Bright Minds Coaching

Anita tags every enquiry with the class, like "Class 10" or "JEE", and writes notes such as "Father prefers evening calls". Before exams, she filters her list to find who's still Contacted but hasn't joined.

Steps

  1. Find a customer

    Open Customers and type in Search by name or number. Use the chips to filter by VIP, Opted-in, Broadcast eligible, or a stage like Contacted.

  2. Rename, tag and add notes

    Tap ✎ next to a name to rename them. Tap ✎ Tags & notes, add tags (like "Wedding" or "Corporate") and a private note, then tap Save.

  3. Set the stage

    Use the stage menu on each row to choose New, Contacted, Converted or Lost. ApnaBot also moves customers forward on its own (see Good to know).

  4. See everything about one customer

    Tap a customer's name. The overview, bookings and messages tabs show their recent chat, every booking, and the full message history.

Example

storefrontSharma Travels

A caller keeps sending rude messages and fake bookings. Vikram taps Block on his row. From then on, ApnaBot ignores anything that number sends. Months later Vikram can tap Unblock if he changes his mind.

Good to know

  • Stages move on their own. A customer becomes Contacted when you or your staff reply to them, and Converted when one of their bookings is Confirmed or Completed. You can always change it by hand.
  • VIP: In Settings → Fleet & VIP, turn on VIP customers and choose Based on bookings or total spend, with a minimum. Customers who cross it get a ⭐ VIP badge.
  • The cards at the top include Asked after booking, with how many said Yes or No when the bot asked for offers consent after a booking. Turn this on in Settings. A customer who said Yes shows Opted in after booking.
  • Opted-in means they agreed to get offers. Only opted-in customers who aren't blocked and haven't sent STOP are Broadcast eligible.
  • A Stopped marketing messages badge means WhatsApp stopped delivering marketing messages to that customer, so broadcasts skip them. The owner can tap Allow marketing again and confirm. They may still be blocked on WhatsApp, so messages to them can fail again.
  • Tap Opt in only if the customer really agreed, for example they asked you for offers. WhatsApp can restrict your number if people report messages they didn't want.
  • Blocked customers get no replies, and their messages don't appear in Replies.
  • In a customer's messages tab, a photo, video or PDF you sent from your WhatsApp Business app may show as a line like 📷 Photo — sent from your WhatsApp app, and files cleared to free up storage show Media removed to free up space. The text and caption stay.
  • A Bot paused badge means the bot is quiet for that customer. Tap Resume bot to switch it back on.

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