Why Does One Client Have Many Channels?
A single client in ConnectiveOne can have multiple communication channels (Telegram, Viber, Email, widget, etc.). This is not an error — it is a model that lets you see the full interaction history with a person in one place.
How It Works
Client — a business entity that unifies all contacts of one person. Contact — a point of contact in a specific channel (e.g., one Telegram chat or one email).
Typical Scenario
- Client wrote in Telegram — a contact was created in the Telegram channel.
- Then wrote via email, providing the same phone number — the system found a match and linked the email contact to the same client.
- Opened the widget on the website — by phone or email the contact was also linked to this client.
As a result, one client has three channels: Telegram, Email, Widget. All dialogs are stored separately per channel, but the client card shows everything together.
Why This Is Useful
| Benefit | Description |
|---|---|
| Unified history | Operator sees all client inquiries regardless of channel. |
| Cross-channel | You can switch from a Telegram dialog to an Email dialog with one click. |
| Targeted broadcasts | Broadcasts can go only to channels where the client is subscribed. |
| Clean database | Fewer duplicates — one client instead of multiple records for the same person. |
How Channels Appear for a Client
- Automatically — client writes from a new channel, system finds them by phone, email, or username and links the contact to an existing client.
- Manually — operator finds similar contacts (by phone, email) and merges them. After merge, all channels appear in one card.
Where to See This
- Clients module — when you click the pencil (edit) icon, the card opens with all channels.
- Operator Panel — in the dialog side panel, the same client card with channels.
The client card in the Clients module and in the Operator Panel is the same. It opens the same way in both places.