Customers & Directory

The Customers Directory is the central repository for all individuals who request support across your channels. Every customer record aggregates their conversation history, assigned organization, contact methods, custom metadata, and communication preferences.

1. Customer Profile Overview

A customer record consists of:

Core Identity: Full name, primary email address, phone number, and avatar.
Organization Link: Association with a customer company or enterprise account.
VIP Classification: Priority routing tier (VIP Level 1-3) ensuring SLA acceleration.
Geographic & Routing Metadata: Department, Country (ISO 3166-1 alpha-2), and Regional Zone (e.g. EMEA, LATAM, APAC).
Alternate Emails: Secondary addresses discovered from invoices, e-commerce orders, or alternative domains.
Account Type: Registered user (active password) or Guest (auto-provisioned from inbound email/WhatsApp without a password).

2. Managing Customers in the UI

Navigate to Directory → Customers.
Search and filter by name, email, organization, VIP status, or custom fields.
Click any customer row to view their 360° Profile:
- Ticket Timeline: Real-time view of all historical, open, and resolved tickets requested by this customer.
- Derived Tag Profile: Most frequently applied tags across the customer’s tickets (e.g. billing-issue, telemetry-ecg).
- Consent Records: Audit trail of customer channel opt-ins and opt-outs.

3. VIP Customer Tiers & Accelerated Routing

Customers can be designated as VIP to trigger automated routing rules and tighter SLA deadlines:

VIP Flag: Highlights customer tickets with a gold badge in the queue.
VIP Level (1-3): Used in routing rules (routing_rules) to route directly to senior agents or specialized account managers.
Automatic SLA Escalation: SLA policies can match VIP status to enforce faster first-response commitments.

To comply with international privacy regulations (GDPR, LGPD, TCPA), Salamandr tracks granular communication consent per contact per channel:

Channel	Consent States	Recorded Attribution
WhatsApp	`opted_in`, `opted_out`, `unspecified`	Agent session ID, timestamp, verbal/written notes
Email Marketing / Notifications	`opted_in`, `opted_out`	Customer portal toggle or agent manual entry
SMS / Phone	`opted_in`, `opted_out`	Phone intake verification log

Agents can update customer consent directly from the customer profile sidebar:

Open the customer’s profile.
Select Channel Consent.
Toggle channel state and enter required verification notes (e.g. “Granted verbally during phone call #1092”).

5. Customer Lifecycle Webhooks

Salamandr publishes real-time outbound webhooks whenever customer profiles are created or modified, enabling bi-directional synchronization with external CRMs (HubSpot, Salesforce) and ERP databases:

Event Type	Trigger	Payload
`customer.created`	New customer registered via portal, API, or message intake	Full customer snapshot (ID, email, name, phone, organization ID, VIP status, custom fields)
`customer.updated`	Customer fields, contact info, VIP tier, or organization link modified	Full updated customer snapshot with current state

Payload example:

{
  "id": "a9b8c7d6-e5f4-3a2b-1c0d-9e8f7a6b5c4d",
  "email": "maria@health.org",
  "name": "Maria Gonzalez",
  "phone": "+15550192834",
  "organization_id": "f5e4d3c2-b1a0-9f8e-7d6c-5b4a3f2e1d0c",
  "is_vip": true,
  "custom_fields": {
    "department": "Cardiology",
    "country": "ES",
    "vip_level": 1
  }
}

6. API Reference

Create Customer

POST /api/v1/users
Content-Type: application/json
Authorization: Bearer <API_TOKEN>

{
  "name": "Maria Gonzalez",
  "email": "maria@health.org",
  "phone": "+15550192834",
  "role": "customer",
  "password": "TemporaryPassword123!"
}

Update Customer Profile

PATCH /api/v1/users/{id}
Content-Type: application/json
Authorization: Bearer <API_TOKEN>

{
  "is_vip": true,
  "vip_level": 1,
  "department": "Cardiology",
  "country": "ES",
  "zone": "EMEA",
  "alternate_emails": ["mgonzalez.backup@health.org"]
}