Customers

Customer records aren’t created by hand from a “New customer” button — Held Open creates one automatically the first time someone emails in. /w/<slug>/customers is a searchable, paginated directory of everyone you’ve heard from: name, email, company, phone.

Editing a customer

Click through to a customer’s own page to edit their profile: name, company, job title, phone numbers, websites, social profiles, address, timezone, and notes. From inside a conversation, the sidebar shows a read-only summary of the same info — editing happens on the full customer page, reached by clicking their name.

The Emails card lets you add or remove addresses for a customer. This is one of the few things guest-role accounts can’t do — adding an email here can silently repoint conversations to a different customer tenant-wide, so it’s restricted.

Merging

If the same person ended up as two customer records — different email addresses, say — the Merge button lets you search for the other record and combine them. The one you started from is deleted; the one you merged into keeps everything and survives. Not available to guest accounts.

Data requests (admin only)

A GDPR card, visible only to workspace admins, covers the two requests you’re most likely to actually get:

• Export — every bit of data Held Open has on this customer, as a JSON download.
• Erase — permanently deletes the customer and everything attached to them (conversations, threads, attachments). This is destructive and irreversible, which is why it’s guarded by a confirmation dialog that makes you retype the customer’s email before it’ll proceed.