Before you start
- Logged in to the SocialEpoch client to use the client session.
- Current team members have the right to view target customers; prepare accurate customer notes and necessary information.
Where to find it
The "customer profile" area in a customer session; use the writing icon next to the avatar to modify notes.
First confirm which customer you are viewing #
Open the customer session that needs to be maintained and check the current customer in the customer profile area. New customers may mainly display their phone number. Before modifying, the identity must be confirmed by combining the session and existing information. Don't write one person's information into another person's profile just because the two customers have similar names.
Customer profiles are used to centrally understand customers, and different locations play different roles: notes help identify contacts, user information saves business information, and customer journeys carry follow-up records. First determine which part needs to be modified before proceeding.
Modify easily identifiable customer notes #
- Find the writing icon next to the avatar in the target customer's customer profile.
- Click the icon to modify the customer's remarks.
- Fill in a name that is easy for the team to identify and accurate, such as "Test Contact - Procurement Consulting" to avoid writing unnecessary sensitive information.
- Complete the modification according to the submission method currently displayed in the editing area, and then return to the customer to view the displayed results.
The note is used to assist identification and cannot replace the verification of the phone number and the identity of the actual contact person. Changes in remarks do not mean that customer ownership has been changed.
Supplement customer information #
Fill in the confirmed customer information in the user information area. The items in the form are determined by the customer information configuration of the admin console, and are filled in according to the actual fields on the interface; uncertain content is left for confirmation, and speculation is not written into facts.
If customer information is imported in batches along with phone numbers, the relevant content can be synchronized to the customer profile. After importing, you should check whether the fields correspond correctly before continuing to add information. Modifying a customer's information and modifying the field configuration of the entire company are two different things. The latter requires entering the admin console.
Follow up based on the customer journey #
Review the existing follow-up records in the customer journey to understand what has been communicated before and what has not been confirmed. After adding a follow-up record, you should go back to the same customer's journey to check whether the record appears. The content should briefly describe the actual situation and next steps.
When you need colleagues to follow up together, you can use the collaborator function. The added collaborators can view previous chat records and customer journeys. Before adding, they should confirm that they really need to share this customer information.
How to check after saving #
- Reconfirm the customer's identity and check that the note is the expected name.
- Check whether user information corresponds to the correct fields to avoid data misplacement.
- Check whether the new follow-up content appears in this customer journey.
- When content inconsistencies are found, first identify whether it is a problem with filling in customer information, a problem with batch import, or a problem with admin console field definition, and then deal with the corresponding location.
Check your result
- The target customer shows the expected remarks, and other customers have not been mistakenly modified.
- The customer information filled in or imported can be checked in the corresponding user information area.
- The new follow-up record appears in the same customer's customer journey.
Frequently asked questions
If the remark is changed, will the customer attribution also change?
Note modification cannot be equated with customer assignment or transfer. This is only to maintain customer identification information; when attribution needs to be adjusted, the enterprise's confirmed allocation process should be used.
Why does everyone see different customer information fields?
First confirm that you are viewing the same customer and the same usage scope, and then check the admin console customer information configuration and team member permissions. Field definition needs to be processed by personnel with corresponding admin console permissions.
What should I do if the imported data does not appear in the portrait?
First check whether the imported record corresponds to the current customer, and then check the template and field correspondence used in the original file. Don't replace troubleshooting with repeated imports.
According to pages 4, 5, 6, 7, 8, and 9 of the "2026-SalesEpoch Operation Manual".
Menus and features may vary by client version or account access. Follow the current interface and verify critical workflows with a test account first.