A Customer List That Builds Itself From Your Chats

In most small businesses the customer list is three things: the contacts on the owner's phone, a paper diary, and memory. It works until the owner is away, a colleague needs a number, or someone asks which customers have not been in since spring. Convelly builds the list from the conversations themselves. Every person who writes on WhatsApp or Instagram, fills in a lead ad or books an appointment becomes a customer record on their own, and everything about them collects in one place from then on. The guide on why service businesses are moving to an AI CRM explains what changes when that list becomes the centre of the business; this page explains what the list in Convelly holds and does.

Everything about a customer in one place

A customer record holds several phone numbers, emails and addresses, their Instagram and WhatsApp identities, which ad or link they came from, their tags, where they came from, and all their conversations, bookings, deals and notes. If the same customer writes on WhatsApp today and on Instagram tomorrow, Convelly knows it is the same person, so nothing splits into two records. When the AI asks a customer for a missing detail in the chat, such as an email address, it saves the answer to the record. The habits that keep such records useful are the subject of contact management: building a CRM your team actually uses.

A record in practice

Lena first wrote on Instagram in March to ask about a colour treatment. That message created her record, with her Instagram identity on it. She booked through the booking page a week later, which added her phone number and email, and the booking itself, with Sara as the stylist and the deposit marked as paid. In June she wrote on WhatsApp from that number, and Convelly attached the conversation to the same record instead of creating a second Lena. A colleague noted "prefers late afternoons". When she asked for the price of a package in August, the AI opened a deal and moved it to Quote sent. Today her record shows two channels, four bookings, one open deal, three notes and the tag Colour, and the AI reads all of it before it answers her next message.

Fields, tags and sources you define

• Extra fields for customers and for deals: text, numbers, dates, yes/no, or a list of choices. Hair type, preferred stylist, membership month, treatment area: whatever your business needs to remember.
• Colour-coded tags to group customers, added one by one or to many at once, and set during an import.
• A list of sources such as Instagram, referral, walk-in or website, so you can see later where customers come from.
• Filters on the list, and actions on many customers at once: add or remove tags, set the source, update a field, update marketing permissions, or send an approved WhatsApp message to a selection, only to those who agreed to receive marketing.

Fields and tags are also what automations check and what campaigns use as an audience. Custom fields and segmentation: getting more out of your contacts shows how to keep them few and useful, and how a tag like "Colour" plus a filter turns into a campaign audience in a minute.

Permission that holds up

Each customer's marketing permission for WhatsApp and for email is stored on the record, with when and how it was given. If someone replies "STOP" or taps WhatsApp's "stop promotions" button, Convelly records it on its own and stops marketing to them. Campaigns leave out everyone who opted out, is blocked or cannot be reached, and show you why before you send. Block a customer once and they are blocked everywhere. Deleted conversations wait in a bin for 30 days in case you need them back. The guide on keeping consent records that survive an audit explains what a good record looks like, and the wider guide on data privacy and compliance on WhatsApp, without the legalese covers retention, security and the rest.

Bring your customers with you

Import a spreadsheet: match the columns, preview, and go. Duplicates are caught by phone number and email, so an old export and a new list do not become two copies of the same people. During the import you can tag everyone, set their source, open a deal for each of them in a pipeline of your choice, and run an automation on them, for example a welcome message. Importing contacts from spreadsheets without duplicates walks through preparing the file, and the guide on connecting the rest of your stack to your chat CRM covers lead forms and payments too.

If your customers already live in the WhatsApp Business app, you can keep it: scan a QR code and your contacts and up to six months of chats come across. What happens to your old chats explains what to expect. And if you would rather not click through an import at all, give the file to Elly, your assistant in Convelly: "import these 40 contacts and tag them VIP" is a complete instruction, and Elly shows you the result before it is saved.

Notes your team shares, and the AI reads

Notes with @mentions can be left on a customer, a conversation, a deal or an appointment. "Prefers late afternoons", "allergic to the usual colour", "asked about the package, waiting for her partner": the next colleague reads them before answering, and a mention notifies the person who needs to act. The AI reads the same notes before every reply, and it will never reveal or hint that they exist. Internal notes and handoffs: keeping context between colleagues shows how small teams keep that context tidy inside the team inbox.

From the record to the pipeline and the calendar

A customer's open deals, with their stage and value, sit on the record and in your sales pipelines, where you can drag them between stages. Their bookings, with service, staff member, price, status and whether a deposit is still open, live in the calendar and are read by the AI before it answers. A new customer created from a chat, an import, a lead ad or Instagram can start an automation, and so can a change to their details, a new tag or a new source. The record is not a filing cabinet; it is what the rest of Convelly acts on.

Your list is yours

Export any filtered list to a spreadsheet, with the columns you choose, whenever you want. There is no commission on bookings and no lock-in. Each business is its own workspace with its own people, data and billing; admins run everything, members work with conversations, customers, deals and the calendar. Plans differ in how many customers they include, with add-ons for more, as listed on the pricing page.