How the Customers Page Works (Your Mini-CRM Inside Cloutly)

Think of Cloutly’s Customers page as your very own lightweight CRM — built specifically for review generation, feedback, and customer engagement.

Every customer who enters your system (whether manually added, uploaded in bulk, triggered from an integration, or captured via a form/chatbot) lives here. From this single view, you can see their entire journey with your brand — from the moment they’re invited to leave a review through to their final response.

📇 What the Customers Page Shows

Each contact record contains a full history of that customer’s engagement with your review campaigns and messaging. At a glance, you can:

• See review progress – Instantly check who’s been invited, who’s left a review, and who hasn’t.
• Track the source – Identify where each customer came from (manual entry, CSV upload, integration webhook, etc.).
• Spot VIPs and advocates – Marketing teams love this page because it quickly shows who your most engaged customers are — perfect for loyalty campaigns, testimonials, and referral requests.
• Monitor messaging history – See which campaigns have been sent, opened, clicked, or completed.

This makes the Customers page not just a list — but a live, enriched catalogue of your relationships and reputation activity.

📤 Adding New Customers

The Customers page isn’t just for tracking, it’s also where you can add new contacts to Cloutly and immediately start engaging them.

There are three ways to upload customers:

1. Add One-by-One

Use the “New Customer” button to manually enter a single customer’s name, email, and phone number. This is ideal for quick, one-off additions (e.g. a walk-in client or phone booking).

2. Bulk Upload via CSV

Got a list of customers you’d like to request reviews from? You can import them all at once with a CSV upload.

This is perfect for larger campaigns, onboarding new clients, or migrating data from another tool.

3. Automatic Import via Integrations

Cloutly can also automatically import customers directly from your other systems, like your CRM, POS, booking platform, or eCommerce tool.

Integrations are configured from the Integrations page, and once connected, new customers can flow into Cloutly without any manual work.

⚡ Instant Campaign Enrollment

When uploading new contacts - whether individually, via CSV, or through an integration - you’ll have the option to immediately enroll them into an existing review campaign.

This behaves exactly like clicking “Send Now” from within the Campaign Editor:

• Customers are instantly added to your chosen campaign sequence.
• Review requests begin sending according to the campaign’s messaging and timing settings.
• You can still track and manage all activity from the Customers page or the Campaign dashboard.

✅ Pro tip: Many businesses use this feature to fully automate review collection; for example, by integrating Cloutly with their CRM so that every new client is automatically enrolled in a post-purchase review campaign.

🔍 Exploring a Customer Record

Click on any contact to open their individual profile. Here’s what you’ll find:

1. Activity Timeline

View the complete history of this customer’s journey — when they were added, which campaigns they received, when they left a review, and any other touchpoints.

2. Campaign Progress

See which review campaigns they’ve been part of and how they responded. If they’ve left a review, you’ll see the details right here.

3. Messaging & Lead Chat

From a contact’s profile, you can start a Lead Chat — a 2-way SMS conversation that flows directly into your Cloutly Inbox. This is ideal for quick follow-ups, personalised outreach, or re-engaging warm leads.

4. Contact Info & Preferences

Edit their contact details, unsubscribe them from messages, or delete the contact entirely if needed.

✉️ Sending Messages Directly from a Contact

Sometimes you don’t need a full campaign, you just want to reach out directly. You can send a custom SMS right from a contact’s profile using the “Start Lead Chat” option.

• Choose from saved templates or write a new message on the fly.
• Conversations appear in your Inbox, where you can reply and continue the thread.
• This is perfect for one-to-one follow-ups, support, or sales conversations.

🧠 Intelligent Deduplication (Never Spam a Customer Again)

One of the most powerful (and often overlooked) features of the Customers page is automatic deduplication.

Here’s how it works:

• If a customer is already in an active campaign and they enter the system again (for example, via a new integration event, webhook, or CSV upload), Cloutly will not re-enrol them.
• Instead, it recognises them as an existing contact and keeps them in their current journey.

✅ This protects your customer experience and ensures they’re never spammed with duplicate review requests — especially useful for high-frequency businesses like barbers, clinics, or retailers.

🔄 Real-World Use Cases

• Marketing teams: Identify top advocates and build loyalty campaigns around them.
• Customer success teams: Quickly see who hasn’t left a review and trigger a follow-up.
• Franchise groups: Get visibility into engagement across hundreds of locations — without managing multiple tools.
• Sales teams: Use Lead Chat to re-engage warm leads or handle private feedback directly.

📈 Why the Customers Page Matters

The Customers page is more than a list — it’s the operating system for your review and engagement strategy. It gives you full visibility into every customer relationship, helps you act faster, and ensures you’re always sending the right message to the right person at the right time.

Next Steps

👉 Head to Customers in your Cloutly dashboard and start exploring your contacts. Click into a profile, send a follow-up, or start a Lead Chat and see how this page becomes the heartbeat of your review growth engine.

Updated on: 30/09/2025