What is Clients?
Clients is your commercial address book. It is where the data lives for the people and companies your business interacts with: customers who already buy from you, prospects you are working on, and former clients who reached out again at some point.
It is the single source of truth: every time CRM, Email or Mailing needs to know 'what is Karina's phone number?', they look it up here.
Screen tour
When you open the module you see three zones:
- Top: search box, filters (by status, by tag, by last activity) and a 'New contact' button.
- Middle: the contact list. Each row shows name, company, last contact and a status indicator.
- Right: when you click a contact, their full record opens.
Create a new contact
- Click 'New contact' in the top right.
- Fill in the basic fields: name, email, phone.
- If they belong to a company, type the name — if it already exists, it links them; if not, it creates it.
- Add optional tags ('VIP', 'Cold prospect', 'Wholesaler') so you can filter them later.
- Save. The contact appears in the list.
Example
Karina's contact details came in (from Veterinaria Patitas) through a comment on social media. You want to save her before she slips away.
- New contact.
- Name: Karina Solano. Email: karina@vetpatitas.cr. Phone: 8888 1234.
- Company: Veterinaria Patitas (it is created automatically).
- Tag: 'Warm prospect'.
- Save.
Karina is now saved. The next time you open CRM and create an opportunity, you can pick her as the client without typing it all again.
Import many contacts at once
If you have an Excel sheet with old contacts, there is no need to load them one by one.
- Click 'Import' (top right, next to 'New contact').
- Download the Excel template Pilot gives you.
- Fill it in with your data, following the columns.
- Upload the file.
- Pilot shows you a preview: how many contacts it detected, how many are duplicates, which columns it recognized.
- Confirm the import.
What is in a client's record
When you open a contact you see everything that has happened with them, organized into tabs:
- Basic data: name, email, phone, address, company, tags, relevant dates.
- CRM opportunities: every open and closed sales opportunity with this client.
- Email conversations: the messages sent and received.
- Logged calls: if you use the calls or transcriptions module.
- Tasks: what you have pending with this client.
- Internal notes: private comments from your team, not visible to the client.
- Unified timeline: everything in chronological order.
How it connects with other modules
How it connects: Clients
Tips
- Use tags — they are the fastest way to segment later. 'Prospect', 'Active client', 'Inactive 6 months', 'VIP'.
- Do not delete old clients: mark them as 'Inactive'. Deleting loses their history.
- If you work with companies, make sure to link each contact to their company. The metrics work better.
- Once a month, look at your 'Inactive > 6 months' — there are reactivation opportunities there.
If something does not work
If something fails
I cannot see a contact I know exists.
Check the active filters and clear the search. Some older contacts may be marked as 'Inactive' and filtered out by default.
The import gives me errors on several rows.
The most common cause is an invalid email format or a missing name. Download the error file Pilot offers you and fix only those rows.
I cannot edit a contact.
Your role may have read-only permissions. Ask your administrator to grant you edit permissions from the administration panel.
