Customers

What This Page Covers

How customer records work, including primary and additional contact methods, marketing-permission status, staff-recorded permission, and duplicate merges.

Customer Records

Each customer record brings together:

Name and primary email or phone
Additional email addresses and phone numbers
Review requests, form requests, and responses
Notes and other customer activity
Email and SMS marketing permission for each exact contact value

Navigate to Customers in the portal sidebar, then open a customer to view or edit the record.

Customer Activity and Journeys

A customer record shows its related Review Records and Form Responses. When one of those results belongs to an observed Customer Journey, its row provides a Journey action.

The Journey timeline can include:

The ordered Review Flows, Custom Forms, Simple Pages, Smart Links, and My Link exits the customer used
Entered and completed times
The current result and links to other result records
Smart Link, Saved configuration, location, employee, and sender context when available

The customer record does not maintain a separate duplicate Journey timeline. Its Review Records and Form Responses are the visible entry points to the observed history. The Journey itself also links back to the established customer when one is available.

See Customer Journeys for the difference between configured Connections and actual customer behavior.

Primary and Additional Contacts

The main customer form continues to show Primary Email and Primary Phone. These are the default contact values used by existing customer tools and request workflows.

Open Contact Methods to see the complete contact set. Each active value is identified as Primary or Alternate and has its own marketing status.

From this section, team members with permission to edit the customer can:

Add another email address or phone number
Make an alternate contact primary
Remove an active contact
View and restore removed contacts
Review or update marketing permission

Changing the primary value preserves the previous value as an additional contact when appropriate. Promoting a contact does not grant, revoke, or transfer marketing permission.

Understanding Marketing Status

Marketing permission belongs to the customer within your account and applies to one exact contact value and channel.

For example, email permission for person@example.com does not grant SMS permission and does not automatically cover another email address later added to the customer.

The Marketing badge can show:

Status	Meaning
Permitted	Active permission exists for this exact contact and channel, with no stronger restriction blocking it.
Not permitted	No active permission has been recorded for this exact contact and channel.
Revoked	Permission was withdrawn or invalidated and fresh permission is required.
Blocked	Permission evidence exists, but a stronger restriction currently prevents marketing use.
Inactive	The contact was removed from the customer’s active contact set.

Marketing permission can be collected through a configured Review Flow, a configured Custom Form, or a controlled staff action.

FSRevs only attaches a public flow or form response to active customer permission when it can safely identify or create the customer. An ambiguous response does not make any customer eligible for marketing.

Recording Permission for a Customer

Use the action menu for an active contact and select Record permission when the customer has explicitly granted permission outside a Review Flow or Custom Form, such as during a phone conversation.

You must confirm that the customer granted permission for that exact contact and channel. You can also add a short evidence or reference note. FSRevs records the staff member, time, contact value, channel, and note in the permission history.

A staff action cannot clear or override an active unsubscribe, STOP request, spam complaint, or global contact restriction.

Revoking Permission

Use Revoke permission to revoke one exact contact and channel. Use Revoke all marketing when the customer asks your business to stop all marketing contact.

Leaving an opt-in choice unchecked on a Review Flow or Custom Form does not revoke existing permission. Those experiences collect affirmative permission; they are not preference-management pages.

For stronger automated protections, see Unsubscribes, STOP Requests, and Complaints.

Permission History

Select Permission history for a contact to view its recorded events and current blocking reason. History can include:

Permission grants and revocations
Email or SMS channel
Date and time
Staff evidence notes
The customer-facing wording accepted in a flow or form

The history remains available when a contact is removed, replaced, restored, or preserved during a customer merge.

Unsubscribes, STOP Requests, and Complaints

An email unsubscribe, SMS STOP request, or spam complaint creates a strong marketing revocation for an identified customer in your account. It invalidates both email and SMS marketing permission recorded before that event.

The exact email address or phone number is also protected by FSRevs suppression rules. Clearing an eligible unsubscribe restriction later does not restore old marketing permission. The customer must provide fresh permission through a Review Flow, Custom Form, or controlled staff action.

Hard bounces and invalid contact values are delivery restrictions rather than customer permission withdrawals. They can still block use of a contact while the delivery problem exists.

See Delivery, Bounces & Unsubscribes for details.

Merging Duplicate Customers

Select two or more customers from the customer list and use Merge Customers. Choose the new primary email and phone when multiple values are available.

The merge preserves unique email addresses and phone numbers as contact methods, along with customer activity and marketing-permission history. Primary selection does not transfer permission between contact values.

Send a Request to a Customer

Select Send on a customer record to open Quick Actions with that customer already selected. Their primary contact details are filled in, and FSRevs can show recent request history for the Review Flow or Custom Form you choose.

You can also open Quick Actions from the sidebar, choose Customers, and search by a primary or active additional contact.

See Quick Actions & Launch for the full request workflow.