CRM 360°

Why

Without it, CRM pages show "CRM 360° add-on required"

How

1. 1The owner opens the package page in the account centre (the button below goes to Shop package)
2. 2Buy for: choose this shop (not New shop)
3. 3Add-ons: tick CRM 360° — the price shown is per shop
4. 4Press Place order and pay (with a renewal/upgrade it reads Renew and pay / Upgrade and pay), then payPayment page
5. 5Once approved, CRM unlocks within minutes — this step ticks itself

Why

Each CRM menu can be granted per role. Key settings (LINE/ad connections, AI, Bot Flow) are editable only by the owner or a manager; others see them read-only

How

1. 1Roles & permissions (Shop settings › Roles & reports): click the role to edit in the list
2. 2The Menus tab
3. 3Search menus: type a CRM menu name, e.g. inbox, customers, campaigns
4. 4Click the menu name or the switch at the end of the row to turn on what this role needs — the On counter shows how many are on
5. 5Press Save at the bottom
6. 6Suggested: front desk/page admins = Inbox + Customers · marketing = Customers + Campaigns + Analytics · managers = everything
7. 7Staff fees & commissions shows colleagues’ pay — managers only

Why

Once connected, LINE chats arrive in the Inbox, the system can send reminders, follow-ups and surveys via LINE, and customers can use the bot to see their courses and appointments

How

1. 1In LINE Developers open the shop’s Messaging API channel › Basic settings: copy Channel ID and Channel Secret
2. 2Messaging API tab: issue a Channel access token (long-lived) and note the OA Basic ID (starts with @)
3. 3Back here in CRM › LINE setup, open the Connection tab
4. 4Channel ID (required): paste the Channel ID
5. 5Basic ID: enter @xxxxxxx — used for the add-friend QR
6. 6Channel Secret (required): paste it · if already saved the field is hidden — press Change beside it first
7. 7Channel Access Token (long-lived) (required): paste the token
8. 8Press Save — the save/test buttons show only for the owner or a manager
9. 9Status card on the right: press Set Webhook URL in LINE automatically — it sets and tests the webhook
10. 10Press Test connection — Last test should show Passed and Webhook in LINE Matches the system

Why

A LINE follower is not yet matched to a customer record. Linking lets reminders and follow-ups reach them and shows their chats on the 360° page

How

1. 1LINE setup: open the Customers & linking tab
2. 2Self-link: press Add-friend QR / link account (shown once LINE is connected)Add-friend QR and customer self-linking
3. 3Press Download PNG to print for the counter, or Copy link to send — no QR means the Basic ID is missing
4. 4The customer scans, adds the OA, types ขอเชื่อมต่อระบบ and confirms with phone + OTP — linked automatically
5. 5Staff-link: close the QR window and press the Likely match chip — guesses from phone/email/name in chats
6. 6Check Likely customer: if right press Link to this customer · if wrong press Not them
7. 7No suggestion? press the Not linked chip
8. 8Press Find customer at the end of that rowLink LINE account to customer
9. 9Find customer: type a name/phone/HN and pick the right person
10. 10Press Link account — the row moves to the Linked chip
11. 11You can also link from the Inbox: open the chat and press Link customer in the right panel

Why

Connected, Messenger/Instagram chats join the same Inbox, you learn which ad brought each customer, and ROAS is computed from real purchases

How

1. 1CRM › Marketing campaigns, open the Connections tab
2. 2On the Facebook row press Connect (Reconnect if connected before) — shown to the owner onlyFacebook sign-in
3. 3Sign in as the page/Business Manager admin and allow every permission — skipping ad permissions fails the connectionSelect Facebook Asset
4. 4Business Manager: choose the shop’s business
5. 5Ad Account: choose the ad account you advertise with
6. 6Pixel: choose the Pixel — without it sales cannot be sent back to Meta
7. 7Press Save — the Facebook row shows Connected
8. 8Instagram connects via the Facebook Page: on its row press Connect via Facebook (or Set up Messenger to pick the chat page)
9. 9Google Ads: on its row press Connect, sign in to Google, then open that row’s Details, choose the Ad account and save
10. 10Press Test on each row until the badge shows Connected (if Needs attention, read the orange line under the account)

Why

No app switching — the team sees which chats wait, who handles them, and the customer’s history beside the chat

How

1. 1CRM › Inbox: open the Chats tab (Comments = Facebook/IG post comments)
2. 2Search name / message finds a chat · the selects below filter status Open / Closed / Archived and channel
3. 3Click a chat in the left list — messages open in the middle
4. 4Type in Type a message... — Enter sends
5. 5Quick replies inserts a saved answer · + Save current message stores what you typed
6. 6Attach image sends a picture (max 10MB) · Draft with AI fills the box for you to check (uses AI credit)
7. 7Press Send
8. 8Right panel (large screens): unknown chat? press Link customer
9. 9Search name / phone / HN: type 2+ characters, then press Enter
10. 10Click the right customer in the results — the chat is linked at once
11. 11Customer notes: type in Type a note... and press Save (or Ctrl+Enter) — works before linking

Why

Know who needs attention — win back at-risk customers, look after VIPs and message the right group

How

1. 1CRM › Customers, Customer segments — VIP ≥ 100,000 or ≥ 30 visits · Regular ≥ 10 visits or ≥ 50,000 · At risk: frequent but gone > 60 days or ≥ 2 no-shows · Dormant 181–365 days · Lost > 1 year
2. 2Tap a segment card such as At risk to filter — tap again to clear
3. 3Quick views: tap chips like Visited in 30 days, No appointment, Outstanding — combinable
4. 4Search box: type name · phone · HN · email (3+ characters) or press Enter
5. 5Press Filters to open every filterFilters panel
6. 6In the panel choose e.g. Last visit, Lifetime value, Tags, Reachable via — applied as you choose
7. 7Press Save as view (or + Save this view in the quick-view row)Save as view
8. 8View name: e.g. VIP not seen in 60 days
9. 9Tick Share with everyone in the shop if the team should use it, then Save — it appears under Saved
10. 10Bulk actions: tick the boxes or Select page (mobile: Select multiple) — works across pages
11. 11Bottom bar: Add tags, Remove tags, Assign owner, Send SMS, Send email or Export CSV (max 5,000)

Why

Before a call or reply, see visits, spend, open appointments/courses, NPS score and ad source at a glance

How

1. 1Tap a name in the CRM list (or the NPS answers table) to open the 360° page
2. 2Top figures: Total paid (money actually paid) · Visits (distinct days) · Last visit · outstanding · Next appointment
3. 3Next appointment: press Confirm / Send to queue / Reschedule · none yet? + Add appointment
4. 4Overview: recent activity · courses running out · outstanding bills · NPS · messages to the customer
5. 5Marketing: messages sent/skipped with reasons · no-shows in 12 months · ad clicks / source
6. 6Press Add noteAdd note
7. 7Choose Type, write the Note and press Save — it shows in the timeline and Notes tab
8. 8Press Edit info for name/phone/email — shown only to roles allowed to edit customersEdit customer window
9. 9Left panel (large screens), Contact channels: press Add channel for Facebook/IG usernames or links
10. 10Duplicate records? press the ⋯ More buttonMore menu
11. 11Choose Merge duplicate customers and follow the windowMerge duplicate customers

Why

Fewer no-shows, more repeat visits and satisfaction feedback — without staff sending by hand

How

1. 1CRM › CRM settings, open the Customer messages tab
2. 2The table has 8: Appointment reminder · Follow-up D+7 · Ongoing care D+30 · Come back D+90 · No-show · NPS survey · Course expiring soon · Birthday wishes
3. 3Switch on Appointment reminder
4. 4Switch on Follow-up D+7 and any others you want
5. 5Press Edit message on the row to adjustEdit message
6. 6Message: edit the text and use the Insert: chips for name/date · preview in LINE on the right
7. 7Want help? In Let AI help write pick a Tone and press Draft message (uses AI credit)
8. 8Press Save message — applies to all queued messages at once
9. 9Rows with an arrow: press More settings for Send in advance, Channels, Send after the service or Days before
10. 10Channels & reachability: in Automated message channels move channels up/down — e.g. LINE first, then SMS
11. 11Press Save in the bottom bar (appears after changes) — nothing is sent until saved · owner/manager only

Why

Customers ask the same questions daily — the bot answers instantly 24/7, freeing staff

How

1. 1CRM settings: open the LINE bot tab
2. 2LINE auto-reply bot: switch it on (top right) — off silences the bot completely
3. 3Switch on ผูกบัญชีลูกค้า (ขอเชื่อมต่อระบบ) (account linking) — every personal-data feature needs it
4. 4Pick features: course balance · course history · next appointment · reschedule · points/credit · balance due · help menu · welcome on add-friend · AI intent
5. 5Link-account prompt (LINE): switch on and adjust the invitation text (blank = default)
6. 6Press Save in the bottom bar

Why

Fast, consistent answers on products, prices and promos — even after hours

How

1. 1CRM › AI Sales Assistant, open the Knowledge base tab
2. 2Press Add knowledge — owner/manager onlyAdd knowledge
3. 3Title: e.g. Veneer pricing · opening hours · directions
4. 4Keywords customers might type: comma-separated — real customer wording finds it best
5. 5Content: the correct answer — price, conditions, number of sessions
6. 6Press Save — repeat for every core topic
7. 7If a Build index button appears (topics waiting), press it
8. 8Test knowledge search: type a customer-style question and press Test — no credit used
9. 9Open the Who replies tab
10. 10Per channel choose Off / Draft for staff / Reply automatically — auto asks to confirm with Turn on auto reply
11. 11Press Save in the bottom bar

Why

For structured conversations — pre-appointment screening, service choice, then hand-off; runs before the AI

How

1. 1CRM › Bot Flow: press Create flow — owner/manager onlyBot Flow Builder page
2. 2Flow name at the top: e.g. Pre-appointment screening
3. 3Click the When a message arrives box — in the right panel set Start flow when: any message / contains keywords (comma-separated) / AI intent
4. 4Channels on the left: All channels or Selected · Priority: lower runs first when several flows match
5. 5Click palette blocks to add them, e.g. Condition (yes/no) · Send message · AI reply · Set tag · Wait reply · Hand off · End flow
6. 6Drag from a block’s right handle to the next block · click a block to configure it
7. 7Press Test, type a Customer message and press Run — nothing is sentTest flow (no real send)
8. 8Press Save
9. 9Ready? click Inactive so it reads Active and save (or use the switch in the flow list)

Why

Targeted promos (at-risk, birthdays this month) beat blasting everyone and cost less credit

How

1. 1CRM › Customers: filter your group (segment cards, quick views or Filters, e.g. Birth month)
2. 2Press Create campaign for nCreate campaign
3. 3Campaign name (required): e.g. November birthday promo
4. 4Channel: LINE / SMS / email etc. — Messenger/Instagram reach only people who messaged in 24h
5. 5LINE: pick a LINE template (image + Flex Message) or type your own — {customer_name} inserts the name
6. 6SMS: characters, credits used and credits left are shown — not enough credit blocks creating
7. 7To schedule pick a date/time under Schedule · otherwise tick Send right after creating (unticked = draft)
8. 8Press the bottom-right button — it reads Create and send now / Create and schedule / Save as draft
9. 9Track in Marketing campaigns, Broadcast tab — open one for From delivery to purchase and per-recipient Recipients
10. 10Drafts/scheduled: Send now then confirm Send now · or Cancel campaign

Why

See what each baht of advertising brings back in customers and revenue

How

1. 1Marketing campaigns, Overview: total ad spend · customers from ads (new/returning) · revenue from them · ROAS
2. 2Results by channel: attributed to the first channel — ad links need UTM tags to count
3. 3Needs attention: broken connections, unsynced spend, failed posts/broadcasts
4. 4Ads: pick Meta or Google above and see results per campaign
5. 5Posts & page: schedule Facebook/Instagram posts and see page insights
6. 6Customers from ads: people who came from ads and what they bought

Why

These tell you if customers return more, how satisfied they are and whether ads pay — use them to tune automation and budgets

How

1. 1Returning customers (Cohort): View — Return % / Customers / Revenue / Cumulative revenue / customer
2. 2Counts as returning when: Has a receipt or Receipt or course usage (course-based shops: the latter)
3. 3Reading it: rows = First month · columns = month 1, 2… return % · recomputed nightly · Export Excel to keep a copy
4. 4NPS: satisfaction from LINE surveys (enable NPS in CRM settings first) · under 30 replies is not reliable · click a name in Latest replies for the 360° page
5. 5ROAS: revenue vs spend by platform · press Sync ad spend if numbers are missing (90 days max per sync)
6. 6Staff fees & commissions: per-staff totals (roles with this menu only)