Accounts and contacts

Contacts

A contact represents one person. Store reliable profile fields such as name, email, international-format phone, job title, LinkedIn URL, website, and notes when available.

Job Title is an optional contact field, for example “Sales Manager”. Enter it when creating a contact or under Edit contact, then select Save changes. It appears in the contact overview. Owners, Admins, and Managers can edit or clear it; the limit is 120 characters. It describes the person’s job, not their Qonvera access role, and is not inferred automatically from messages.

Connected-channel identities remain separate from the CRM contact. A WhatsApp number, Instagram account, and Messenger sender can be linked to one contact only after reliable evidence or human confirmation.

Open a contact to review related accounts, opportunities, notes, follow-ups, and the unified conversation timeline. Use the channel filters to isolate WhatsApp, Instagram, or Messenger activity.

Contact details use a focused workspace:

Overview keeps identity, profile channels, and the most useful next step together.
Activity shows the chronological customer history.
Related contains linked accounts, opportunities, and conversations.

Owners, Admins, and Managers can use Edit contact to open a side panel without leaving the record. The editor covers the contact’s profile, lead status, lead source, tags, and linked account. Choose No linked account to remove that relationship, or select another account to move the contact. This does not change the contact’s conversations or opportunities; those remain separate records with their own relationships. Agents can read the customer context but cannot change the core contact record.

Authorized duplicate and archive actions are grouped under the more-actions menu so they do not compete with daily work.

Accounts

Create an opportunity from a customer record

The new-opportunity popup contains Contact and Account dropdowns for existing records. Select at least one; an account-only opportunity is allowed. The popup does not create contacts and has no lead-name, phone, or WhatsApp-ID inputs. To add a person, create them on the Contacts page first. Opening the popup from a customer record preselects it, and selecting a contact with an account uses that compatible account.

Every manual opportunity creation form includes an Account dropdown, including the Inbox and the Opportunities page. The account page preselects its account; you can choose another account before saving. For a contact already linked to an account, only that compatible account can be used—edit the contact’s account relationship first if needed. For an unlinked contact, selecting an account links the opportunity to it without silently changing the contact’s own account relationship.

Owners, Admins, and Managers can select Create opportunity in an account or contact page header. The popup opens over the current customer page without navigating away. It shows the existing customer record, so you do not need to re-enter their details. From a contact, the opportunity links to that contact and its linked account, if any. From an account, it links to the account without inventing a new contact. Choose the service, pipeline/stage and owner, optionally complete both follow-up fields, then select Create. Leave both follow-up fields empty to skip the initial task. Qonvera opens the new opportunity only after a successful save. Cancelling returns to the unchanged customer page; a failed save keeps the popup open with your entries.

An account represents a company, household, clinic, or other customer organization. Add the website, LinkedIn page, industry, location, and relevant commercial context. Link the people who belong to it.

An account can have multiple opportunities. Keep each distinct purchase, renewal, expansion, or service decision as its own opportunity so value and stage reporting remain accurate.

The account workspace follows the same predictable layout: Overview for company context and channels, Activity for recent connected changes, and Related for contacts and opportunities. Owners, Admins, and Managers can edit the account name, primary phone, email, website, social profiles, internal note, and linked contacts in a side panel while the current record remains visible. Selecting a contact currently assigned to another account moves that contact only after Save changes is selected. Conversations and opportunities are not automatically moved with it. Agents have read-only access to the account record.

Select and delete multiple records

Owners, Admins, and Managers can select multiple records in the Accounts or Contacts list, just like in the Opportunities list. Use the checkbox beside a row or Select all shown to select only the records currently shown by your search and filters. Clicking the row itself still opens its details. Use Clear selection to start again.

Choose Archive selected for contacts or Delete selected for accounts, review the names and warning, then confirm. Contact archiving preserves all linked records. Account deletion archives each selected account but detaches its contacts, opportunities, and conversations. Neither action merges records. There is no account restore action in the app.

Keep the page open during a batch. Successfully archived rows disappear without a persistent success message. If an action fails, the affected rows stay selected; use Refresh to check their current state before trying again. Changing search, filters, sorting, role, or workspace clears selection. Leaving the list or changing its filters stops the remaining batch; it does not undo actions already completed. Agents do not have selection or bulk-deletion controls.

Contact archiving and restoration

Owners, Admins, and Managers can choose Manage contact → Archive contact, or select several contacts and choose Archive selected. Archived contacts disappear from active contact lists, contact selectors, and contact reports. The contact remains stored: its account, chats, names, messages, opportunities, connected channels, intake decisions, and merge history stay linked. You do not need to delete this history first.

To find one again, enable Show archived contacts on the Contacts page. Open its profile and choose Restore contact to return it to active lists before editing or selecting it for a new opportunity. Existing linked opportunities remain usable. Agents can read archived profiles but cannot archive or restore them.

A new incoming message from the same recognized channel identity automatically restores the same contact and keeps the chat. A new email or website enquiry can also restore it after a confirmed contact match; an uncertain candidate does not. Outgoing messages, duplicate deliveries and events received before archival do not reactivate it. Restoration does not itself create an opportunity, send a reply or change qualification rules.

Qonvera records when a contact is archived or restored and who or what triggered it. If the action fails, the contact’s relationships remain unchanged. In a batch, each contact is handled separately. If Qonvera says the action is not ready, contact support with the visible message and contact reference.

Archiving is not personal-data erasure. It does not reconstruct links or names lost in older deletion attempts. Retained chats continue to use the current contact name, channel profile, saved sender details, username or valid phone number; if none are available, Unknown customer remains the honest fallback.

Account archiving and protected history

The Delete account action archives the account instead of permanently deleting it. Archived accounts disappear from active Accounts lists, account selectors, intake account suggestions, and account reports. They cannot be edited or selected for new relationships. Existing contacts, opportunities, and conversations remain available with their account link cleared; opportunity values and history are not deleted.

Intake approval history continues to reference the preserved account, so you can archive it without deleting earlier approvals. Qonvera records when it was archived and by whom. If archiving fails, the account and its links remain unchanged. In a batch, one account’s failure does not undo the others. Refresh after a connection error to check which actions completed.

If Qonvera says archiving is not ready, contact support with the account reference and visible message. Archiving does not restore previously removed links. New enquiries may suggest creating a new active account with the same company name rather than reusing the archived record.

Relationship editing

A contact can be linked to one account at a time.
An account can contain multiple contacts.
Changing a contact’s account does not merge either record.
Connected channel profiles, message history, and audit history cannot be edited from these forms.
Open the related opportunity itself when its account or contact relationship also needs correction.

Safe duplicate handling

Compare email addresses and phone numbers carefully.
A match on one messaging channel does not prove a match on another.
Do not merge contacts based only on a similar name or profile image.
Confirm cross-channel match cards manually.
Preserve historical messages and stage evidence when correcting links.

Review and merge duplicate contacts

Owners and Admins can open a contact and use Duplicate review. Qonvera shows possible contacts with the evidence behind each suggestion. Exact email, phone, or WhatsApp identity is stronger evidence; a matching name is labelled as a suggestion and never triggers an automatic merge.

Open the source contact that may be a duplicate.
Under Duplicate review, select Review merge beside a candidate.
Check the number of channel identities, conversations, opportunities, and matching identities that will move.
Resolve conflicting profile fields by choosing the value from the source or selected target contact.
Add an optional reason and deliberately select Confirm merge.

Qonvera keeps the selected target contact active and preserves the other as a merged record. Earlier intake approvals and audit history keep their original contact reference. A merge is blocked if both contacts have open conversations on the same channel, because Qonvera will not silently combine two active threads.

Reverse a merge

From Merge history, an Owner or Admin can select Reverse. Qonvera moves only the exact identities, conversations, opportunities, and matching records captured by that merge back to the source contact. Records created later for the target are not moved.

Reversal stops safely when the merged profile or one of the moved relationships has changed. This prevents undo from overwriting newer work. Review the newer changes first, then retry only when the contacts are in a reversible state.