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Customers and Clients

Customers is your workspace for the people and companies you work with. Create records, attach documents, attribute synced mail, import a spreadsheet, or pull accounts from Salesforce or HubSpot. Chat and agents can then answer questions using only that customer's files.

Your administrator can rename the feature in Settings so the UI says Client, Customer, or Account. This guide uses customer — look for the label your workspace actually shows.

Getting Started​

Open Customers from the sidebar. You need the customers capability on your subscription. If you do not see the page, ask your administrator to enable it.

The first time you visit, the grid is empty. Add a record with Create, import a spreadsheet, or connect a CRM watch. After that, open a row to work with contacts, files, mail, notes, and the Ask tab.

Interface Overview​

The page switches between a list and a detail view using the URL — you do not leave Customers.

AreaDescription
ListSearchable grid with filters, create, import, merge, CRM sync, and a proposals queue
Detail tabsOverview, Contacts, Files, Mail (when mail sync is available), Notes, Timeline, and Ask

List toolbar​

From the list you can:

  • Create a customer by hand
  • Import from CSV or XLSX
  • Merge duplicates the platform has grouped
  • Sync to manage CRM watches (when your plan includes CRM sync)
  • Review contact proposals when mail matching is inconclusive

Creating and importing customers​

Create one record​

  1. Click Create
  2. Enter a name (required) and any company details you have — email, domain, external reference, address
  3. Save

Plan limits apply: your subscription may cap how many customers you can hold. The settings endpoint and the create dialog show the ceiling when you are close.

Import from a spreadsheet​

  1. Click Import
  2. Upload a CSV or XLSX file
  3. Map columns to customer fields — the wizard guesses common headings
  4. Review the dry-run preview (creates vs skipped duplicates)
  5. Commit

Bulk import does not automatically re-scan historical mail. After a large import, open a customer and use Scan synced mail on the Mail tab, or ask an administrator to run a mail backfill.

Duplicates and merge​

Duplicates groups records that share an external reference, a normalized name, or the same contact address.

Merge keeps the record you selected. Source records are re-pointed onto it and then deleted. Colliding file or mail links on the source are dropped rather than duplicated.

Important: Merge cannot be undone. Confirm you are keeping the right surviving record.

File association​

A file belongs to a customer because of a file link, not because of the folder it sits in. A contract between two parties can belong to two customers even though it lives in one folder.

  • On the customer Files tab, add existing files
  • On the Files page, assign one or more customers from the row menu, bulk toolbar, or details drawer

You can add links or replace the current set. Manual links are never removed by automation.

Designate a folder​

Designating a folder writes links for files already under it and for files that arrive later (including synced files). It does not turn the folder into the source of truth:

  • You can still remove an inherited link from one file without undesignating the folder
  • Synced mail lands in a mailbox destination tree, which stays locked while the watch is active — mail is linked by address match, not by moving .eml files into a customer folder

Clear the designation when you no longer want new files in that folder to inherit the customer.

Tip: Filter the Files grid by customer to see linked documents. In folder view, only child folders that contain a linked file appear.

Mail attribution​

When your plan includes integrations access, the customer detail shows a Mail tab. Synced Outlook messages are matched in this order:

  1. Exact contact email (or the company email on the customer) — linked with high confidence
  2. A verified email domain (for example @acme.com) — linked
  3. An unverified domain — a proposal, no link
  4. The same address claimed by more than one customer — an ambiguous proposal, no link

Both senders and recipients are considered, so outbound mail in a synced Sent Items folder is treated as client correspondence too. Consumer domains such as Gmail are never domain-matched, so one personal address cannot capture every message in the mailbox.

A match creates a mail link (for thread rollups) and a file link on the .eml so customer-scoped chat can retrieve it.

Contacts and domains​

On Contacts, add people with their work email. Mail from those addresses attributes automatically.

On email domains, leave a domain unverified until you are sure it is exclusive to this customer. A mistyped or shared domain would otherwise attribute a stranger's mail. Auto-verify is off by default for that reason.

If auto-link mail is turned off in tenant settings, arriving mail only produces proposals — nothing is linked until someone accepts.

Proposals​

Open the proposals queue from the list toolbar when matching is inconclusive. Accepting a proposal links the contact (and can trigger a historical mail scan). Reject when the address does not belong to this customer.

Empty Mail tab​

If a contact plainly matches but the Mail tab is empty:

  • Confirm the mailbox watch has finished its first sync (the first import attributes mail in a sweep, not message by message)
  • Confirm the domain is verified if you are relying on domain match
  • Click Scan synced mail on the Mail tab — the response lists the identifiers it will match on, which is useful for diagnosis

CRM sync​

If your plan includes customers_crm_sync, open Sync from the list to create a watch against Salesforce or HubSpot.

CRM sync is one-way (CRM → Booga) and additive:

  • Accounts are processed before contacts so a contact has a home
  • Unmapped CRM columns land in custom fields rather than being dropped
  • A record that disappears in the CRM is marked stale locally — nothing is deleted
  • You can lock mapped fields so local edits to those values are rejected
  • Five consecutive failures deactivate the watch so expired credentials are not retried forever

Use Run now or Force full from the watch, and review run history when a sync looks stuck.

Don't: Expect Booga to write back to the CRM. There is no write-back path.

Customer-scoped chat and AI​

Ask tab​

The Ask tab opens a chat session locked to this customer. Retrieval uses linked files (by file identity, not folder path), so answers stay inside that relationship.

Main chat​

In the Assistant or Chat plugin you can narrow retrieval to a subset of customers:

  • A persona's accessible-customers list is the allowlist (empty means all customers, including files not linked to anyone)
  • The session picker is a further subset. If the intersection is empty, search fail-closes rather than leaking
  • The picker is hidden on an Ask-tab session — that session stays single-customer

Folder selection in chat further restricts by physical folder membership. That is location, not designation: a designated folder does not by itself include a file that was never linked.

AI summary​

Overview can show a cached AI summary and risk flags for the customer. Generation runs in the background rather than on every page load.

Notes, timeline, export, and erasure​

  • Notes attach commentary to the record
  • Timeline shows activity such as mail received, files linked, and notes
  • Export produces a GDPR-oriented package of the customer record
  • Erase requires you to type the customer name and explicitly choose whether to delete linked files. Omitting the file choice does not pick the destructive option

List access, delete, merge, export, and erasure are audited because customer data is personally identifiable.

Best Practices​

  • Use the noun your firm actually uses — if the UI says Client, think in those terms when you name records
  • Verify email domains only when the domain is exclusive to that customer
  • Prefer linking files over assuming a folder "is" the customer
  • After adding a contact or verifying a domain, scan synced mail so history is attributed
  • Review the proposals queue regularly so ambiguous mail does not sit unlinked
  • Keep CRM watches additive: treat stale flags as a signal to investigate the CRM query, not as a cue to delete local records

Troubleshooting​

I cannot find Customers in the sidebar​

Problem: The plugin is missing. Solution: Your subscription needs the customers capability. Contact your administrator.

Mail is not showing for a customer I just created​

Problem: The Mail tab is empty even though you have a matching contact. Solution: First mailbox imports attribute in a sweep after the run finishes. Adding a contact later also needs a scan — use Scan synced mail. Confirm the domain is verified if you are matching on domain.

A file in a designated folder is not linked​

Problem: You expected every file in the folder to belong to the customer. Solution: Someone may have removed the inherited link. Re-assign the file, or re-run folder designation with backfill. Mail files never move into a customer folder.

Merge removed a document from both records​

Problem: After merge, a file that was on both customers appears only once or disappeared from the survivor's unique set. Solution: Unique constraints are per customer and artefact. Links that already existed on the surviving record are kept; colliding rows on the source are dropped. Re-link if needed.

Prerequisites​

  • The customers capability on your subscription
  • Access to the Customers page from the sidebar

⏱️ Read time: 14 minutes | 📊 Difficulty: beginner | 🔄 Last updated: 2026-08-30