The client base is the foundation of the whole product. Leads, deals, invoices, tickets and requests all refer to contacts and companies, so the neatness of these two lists decides how well everything else works. The agent keeps both; you watch, check and give commands.
One client base
The product has one client base, not several. Wherever the data comes from — a request on the site, an email, an import of an old spreadsheet — the record goes through the same order: a duplicate check, normalization to a common form, a write into the base signed by whoever created it. Because of this there are no separate “clients from sales” and “clients from service”: the list is one, and everything is visible in it.
The contact card
A person’s card stores the first and last name, position, the source of appearance (where they came to you from), the responsible employee, the primary company and the lifecycle status. A separate card shows the full picture: who the person is linked to, what happened to them, which deals and requests are theirs.
Communication channels
One person usually has several ways to be reached: work and personal email, a mobile and a work phone, messengers, a social-network page, a site. All of them are stored in the card, and one is marked as primary — by it the system recognizes the person when an email or a request arrives. Channels are normalized automatically: a phone is folded to one international form (the default country code is +7), an email address is lowercased. This makes duplicate search reliable: “+7 (905) 123-45-67” and “8 905 123 45 67” are the same person.
Every channel carries honest marks: whether it is verified, whether the person has opted out of mailings, whether the address works. Those who opted out are remembered, and the product never writes to them through that channel again.
The company card
A company stores its name and full legal name, industry, employee count, address, source, owner and status, and most importantly the official requisites (INN, KPP, OGRN — the organization’s official registry numbers). Requisites are needed for invoices and contracts, so the product checks the INN checksum: a mistyped number will not pass and will be rejected with a clear explanation instead of being quietly saved crooked.
A company can have several site addresses (domains). They are normalized too: “https://www.Romashka.ru/” turns into “romashka.ru”. This matters both for duplicate search and for recognizing a company from an email. Free mail domains (gmail.com, yandex.ru and the like) are recognized separately and never count as a sign of a company — otherwise all clients with Gmail would glue together into one organization.
Person–company links
A person can be linked to several companies, and every link has its own role: client, partner, supplier. Besides the role, the card stores the job title, the part in the decision (who makes the decision, who influences, who is responsible for the technology, who for the money) and the working period — current or ended. This is needed by sales (to understand who to talk to) and by service (to understand who has the right to ask questions).
One of the links is marked primary — it becomes the person’s “primary company” in the card. If the primary link ends, the title moves to another current link instead of hanging on the abandoned place.
Company hierarchy
Companies fold into groups: a holding with subsidiaries under it. Every company can name its parent, and then the whole picture is visible across the group — who is in it, how many contacts and how much activity they have had in the recent months. The product does not let you accidentally make a company “its own parent” or build a closed circle: such an attempt is rejected with the chain named. And the hierarchy has a sensible cap — no deeper than twenty levels; beyond that it is not a structure anymore but an error in the data.
Client lifecycle
Both a person and a company have a status: lead, prospect, customer, former, archived. The status is not just a field: it changes only by a separate action, and always with a reason given. So the history shows not “a field changed” but “moved to customer on March 12, reason: contract signed”.
The “archived” status works as soft hiding: archived records are not shown in lists, views and search by default, but they can be looked at separately when needed. A record can be returned from the archive to a live status — it becomes visible again. The data does not disappear anywhere in the process.
Search, filters and views
The lists support filtering by any field, labels, text search and paging — large lists are convenient to use both for you and for the agent. A lucky set of conditions can be saved as a view: a set of conditions and columns for a typical task, for example “hot leads” or “deals without movement”. Views come as personal, shared and system (ready out of the box), and they can be handed to colleagues read-only.
Trash
Deletion in the product is soft: a record is marked deleted and goes into the trash for 90 days. All that time it does not get in the way in lists, but it is visible in the Trash section together with who deleted it and how many days remain. A record can be restored from there. Only after the term expires is the record deleted for good — and separately, on a special personal-data deletion request, the product can erase data irrecoverably (see Data Quality & Duplicates).
Who changes the data
On the screens — reading only. Neither creating nor editing a contact or a company is possible in the interface: this is protection from accidental edits and at the same time the product’s very idea. Any change you entrust to the agent in words — right in the chat, or with the button next to the place you need, which inserts a ready phrase. Every edit keeps its signature: who made it and when. Details in the Screens & Workspaces, Management API and Chat with the AI Agent sections.
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