Questions about the Customer Module 1
Question 1. Why can't I see the list of provinces/cities to select when searching or adding new customers?
To search for or add a new customer, you need to select the country first, then select the province/city, and finally (if needed) select the district.
To search for customers by province/city, go to the customer list screen → select Filters → Advanced Search tab → select Country → select Province/City.
If you've followed the steps correctly but still can't see the list of provinces/cities, it is likely that the data for that province/city has been deleted.
How to check and fix:
Step 1: Go to Settings → System Configuration → select Country / District / City / Commune → choose City.
Step 2: Check the "Deleted" tab: Here, check if the province/city you are looking for exists in the "Deleted" tab.
Step 3: Restore the data: If found, proceed to restore the data back to its original position.
Question 2. How can a salesperson view and create orders for customers who don’t have an assigned person responsible yet?
To allow salespeople to view new customers who don't have an assigned person responsible in the system, you can follow one of these two methods:
Method 1. Granting access to view all customers for sales staff
Note: With this option, salespeople will have access to view all customers in the system, including those without an assigned person responsible and customers assigned to other employees.
To grant permission to view all customers, follow these steps: Go to Settings → select Permissions → choose the Sales Staff role → find the "Customer" permission and check the "View all customers" option.
Method 2. Add the salesperson to the viewer list for customers with no assigned person responsible
This option only allows the salesperson to view customers who do not yet have an assigned person responsible, without granting permission to view all customers.
To add the salesperson to the viewer list, follow these steps: Go to the customer list screen → select "No person responsible" in the "Person Responsible" field to filter the new customer list → Check the box in the upper left corner to select all customers displayed on the first page → On the toolbar, select "Viewers" → choose the accounts that need to view the customers → click "Update" to complete.
Note: It is recommended to select the display mode of 1000 customers per page to manage the maximum number of customers on one page, which helps save time.
Question 3. How can I search for a customer when I only remember the last few digits of their phone number?
If you want to search for a customer but don't remember the exact phone number, you can proceed as follows:
Go to the customer list screen → select Filters → Advanced Search → Contact → Contact phone number, enter the last digits of the customer's phone number (for example, enter the last 3 or 4 digits) → click Apply to search.
However, when entering only part of the phone number, the search results will display all customers/contacts with phone numbers that contain the entered string, leading to more results and possibly not as accurate as expected. To get more accurate search results, you should enter all 10 digits of the phone number in the search field.
Example: When searching for the phone number ending with 108, the system will search for all customers/contacts with phone numbers containing the digits 108.
Question 4. How can I filter to search for customers’ and contacts’ birthdays on Getfly?
1. Searching for customer birthdays:
Birthdays on a specific day:
To search for customers with birthdays on a specific day/month/year, follow these steps:
At the customer management screen, click on the search filter → in the Birthday field, enter the day/month/year in the dd/mm/yyyy format → click Apply to search.
Example: 17/07/1999
If you want to filter for customers whose birthday is on the 17th, enter 17 in the dd field and leave the mm and yyyy fields blank.
The system will filter and show the search results that match the criteria.
Customers with birthdays in a specific month:
At the customer management screen, click on the search filter → in the Birthday field, enter the month number in the mm field. If you want to search for customers with birthdays in July, enter 7 → click Apply to search.
The system will filter and show the results of customers with birthdays in July.
Customers with birthdays in a specific year:
To search for customers with birthdays in a specific year, enter the year in the yyyy field. If you want to search for customers born in 1999, enter 1999 → click Apply to search.
2. Searching for contact birthdays:
To search for contact birthdays, click on the search filter → select Contact → in the Birthday field, enter the day/month/year in the dd/mm/yyyy format → click Apply to search.
The system will filter and show the customers whose contacts have birthdays that match the search filter. You need to click on the customer details to see which contact has the birthday.
For searching contacts with birthdays in a specific month or in a specific year, follow the same steps as you would for customers.
Question 5. How can I allow duplicate phone numbers on Getfly?
To allow customer phone numbers to be duplicated in the system or upload customers without checking for duplicate phone numbers, you can configure the phone number field on Getfly to permit duplicates.
Detailed instructions:
Go to Settings.
In Settings, select Data Definitions.
Then, choose Customers.
Configure the two fields: Phone and Main Contact Phone.
For the Phone field:
Click on the pencil icon to open the phone field settings.
Enable the "Allow duplicate data" mode.
Then click Update to save the settings.
For the Main Contact Phone field:
Click on the pencil icon to open the settings for the Main Contact Phone field.
Enable the "Allow duplicate data" mode.
Then click Update to save the settings.
Note:
Enabling duplicates in the Phone field will apply to cases where you enter a phone number in the Customer Phone field (customer's phone number).
Enabling duplicates in the Main Contact Phone field will apply to cases where you enter a phone number in the Contact Phone field (including both main and additional contacts).
Question 6. What are the cases where I cannot search for customers on Getfly, and how to resolve them?
Case 1. The customer has been deleted (but not fully deleted and still exists in the system)
To search for a deleted customer:
Go to the customer list screen → select Filters → Advanced Search → select the Deleted status → perform a search using customer details such as name, phone number, email, etc.
Additionally, you can restore the customer information by selecting the restore icon next to the customer's name.
Case 2. The customer has been fully deleted from the Getfly system (either you have manually deleted them, or the deletion has passed 60 days)
In cases where the customer has been permanently deleted from the system, there is no way to recover the customer data.
Case 3. You do not have permission to view the customer or are not associated with that customer
You can refer to this article: https://wiki.getfly.vn/portal/post/2316
Case 4. Your system uses the customer security module
In this case, you need to be granted access to the security data permission to view customer information.
You can refer to additional documentation about the security feature here: https://wiki.getfly.vn/portal/post/2237
Question 7. Who can view customers and how to remove related people from a customer on Getfly?
Adding Related People to a Customer
To view a customer, you need to have the corresponding permissions to access that customer.
Here are the people who can view customers and their corresponding permissions:
Customer Manager: The person responsible for the customer can view the customers they manage.
Superiors in the same department or the highest-level superior above: By default, they can view customers of their subordinates.
Employees in the subordinate department: When granted permission to view customers of the subordinate department, you will be able to view customers in your department or lower departments.
People with permission to view all: Those with permission to view all can access all customers in the system.
Related People in a Customer: People added as related persons to a customer will be able to view that customer.
To add a related person, you must be a related person for the customer to add others:
Method 1: Add directly in the customer details → Click the + next to Related People → Select the related person to add → Click Add New to add the person to view the customer.
Method 2: Add in the Customer Management screen: Access the customer (F2) → Select customers that need related persons → Click Viewer → Choose the people who can view the customer → Click Update to complete the process.
Additionally, on this screen, you can also choose to:
Restore default settings: Related persons will revert to the default permissions.
Add to the viewer list: Add related people to view the customer.
Allow only these people to view: Only those selected will be able to view the customer, in addition to those with viewing permissions.
Remove from the viewer list: Remove selected people from the list of viewers, while keeping those with the permissions.
For those customers added as viewers manually or through permissions, when transferring responsibility for a customer to a new person, the old customer manager can still be a related person to the customer.
When transferring customer responsibility in the customer details: By default, the old manager remains as a related person (they can be removed from the list of related persons).
When transferring customer responsibility in the customer list screen: The system will ask whether you want to remove the old manager from the viewer list.
Removing Related People from the Viewer List
In addition to default related persons based on permissions, you can remove other related people from the customer:
Access the customer details → Click the list of related people → Click Delete to remove them.
To remove related people in bulk, you can do the following in the Customer Management screen:
Select customers → Select Viewer → Click the corresponding options below to remove selected viewers from the customer.
Question 8. How to edit a customer on Getfly?
To edit customer information, your account must be granted permission to edit customers.
Editing a customer also depends on the permissions for viewing customers as follows:
Access + Edit Customer (without permission to view all):
If you only have permission to access + edit a customer, you can only edit customers you are responsible for.
To edit: Access customer details → Click Edit.
Additionally, you can also quickly edit in the Customer Management screen by double-clicking the information column to edit and pressing Enter to save or ESC to cancel.
Access + Edit Customers of Subordinate Departments:
With this permission, you can view and edit customers of the department you are in charge of.
Edit + View All Customers:
With this permission, you can view and edit all customers in the system.
Note: If you are only a related person for a customer (not the manager) and do not have one of the above permissions, you will not be able to edit the customer.
Question 9. Why, when changing the customer manager, does the new manager not see the customer’s orders?
When a new employee becomes the new customer manager, they will be able to see all information related to the customer in the customer details, including:
Order list, products, quotes, contracts, opportunities, etc. related to the customer (including order codes, person responsible, status, order date, payment status, contract days remaining, etc.)
Previous tasks related to a customer cannot be viewed by the new person in charge will not be able to see the list of previous tasks in the customer details if they were not involved in those tasks.
However, when the new manager clicks on the details of the old orders/quotes/contracts, they often encounter the issue where they cannot view detailed information and receive a message stating that they do not have access.
To resolve this issue, you can follow these steps:
Adjust the new employee’s permissions:
You may consider granting the new employee one of the following permissions if it fits their role:
Order Approval Permission: View all orders performed by people in the same department or subordinates in the organizational structure.
View All Orders/Quotes/Contracts/Tasks Permission: View all orders, quotes, contracts, and tasks in the system. (Note: For tasks, the person must be a related person in the tasks).
Adjust the new employee's position in the organizational chart:
You can consider adjusting the new employee's position in the organizational chart so they can view old quotes and contracts in the system.
The highest-level superior in a department (with access to quotes/contracts) will be able to view quotes and contracts of employees in their department and lower departments.
Add the new employee to the list of related persons in the customer’s orders/quotes/contracts/tasks:
Go to the order/quote/contract details → Add related person.
You can also add viewers to multiple tasks at once by following the instructions here.
Question 10. How can I filter and export the list of customers who have purchased a product?
To filter and download the list of customers who have purchased a specific product within a certain period, follow these steps:
Go to Customers → Filter → Purchase Information → Purchase Status: Purchased → Enter the time period and the product to filter.
Click Apply.
If you don't specify a time period, the system will default to filtering from the earliest records.
After filtering, the system will display the list of customers that meet the criteria. You can then click the Download button to export the list of customers to an Excel file.
Note: To download the customer list, your account needs to have the "Download Customers" permission.
Question 11. How can I customize the columns displayed on the customer management screen?
To ensure display and system speed, the customer management screen (F2) in Getfly allows for displaying a maximum of 40 data fields.
To customize which data fields are displayed or hidden, follow these steps:
On the Customer Management page → Click Customize (bottom-right of the screen).
Toggle on/off to select the columns you want to display → Click Apply.
Note: Since each user may want to view information differently, the customization done on the admin account does not apply to all users on the system. Each account can set up its own display preferences.
Question 12. Can I upload customers by month?
Yes, you can upload customers by month on Getfly CRM. Here’s how to do it:
Prepare customer data:
First, you need to prepare a customer data file for each month or time period you want to upload. You can use Getfly’s customer upload Excel template.
In the template file, there will be a “Creation Date” column → For each customer in the file, fill in the creation date you want to record. (Note: Fill in the format dd/mm/yyyy).
Upload customers to Getfly:You can refer to the step-by-step guide to upload customer files here.
Once the file is successfully uploaded, you can filter customers by their creation date by going to: Customer List → Filter → Customer Creation Date.
Question 13. How to adjust the date column format when uploading customers/orders with errors on Getfly?
When uploading customers/orders via an Excel file, if you encounter issues where the date columns are recorded incorrectly (e.g., 01/01/1970), it is likely due to errors in the file format. This usually occurs when you copy data from different sources into the Excel file → causing the date field to be in the wrong format, and the system cannot read it correctly.
Here’s how to fix this:
Step 1: Open the Excel file → Create a new column next to the date column in the file and set the format of this new column to “Short Date”.
Step 2: Copy the value from a cell in the old date column → Paste it into the new column (ensure the value displays correctly in the new format).
Step 3: Move to the next cell in the new column and press Ctrl + E to combine the two columns.
Step 4: Delete the old date column, leaving only the correctly formatted date column. Save the file and upload it again (if you need to overwrite data, click Upload Overwrite if the codes match).
Step 5: Check the information in Getfly to see if the values now display as expected.
Question 14. Why can employees view each other's customers even though they do not have permissions to view all customers?
If employees can view each other’s customer information without having permissions to view all customers, it may be due to one of the following reasons:
Incorrect position assignment in the organizational chart:
They may be assigned a higher position in the organizational chart, allowing them to view customers below their position.
Solution: Check the position settings in the organizational chart for the employee.
Employees have permission to view customers of a subordinate department:
They can view all customers from their department and those in subordinate departments.
Solution: Check the permissions assigned for the employee to view customers of a specific department.
Employees are added as viewers of customers:
They may have been manually added as a viewer for customers.
Solution: You can quickly reset the viewer settings by going to the customer list screen → Viewer → Reset default settings.
If you've checked all the above factors and the issue persists, please contact Getfly CRM support for further assistance.
Question 15. How can I view a report of newly created customers and their relationship status?
You can view a report of newly created customers and their relationship status with the following methods:
Method 1: View in the Customer List screen
Go to Customers → Customer List → Filter → Filter by Customer Creation Date → Apply.
Here, you can view the list of newly created customers and their current relationship status.
Method 2: View in Reports
Go to Reports → Customers → Conversion Rate → Filter by the desired time range → New Customers column.
You can also download the customer list from the F2 screen or the Conversion Rate table for reporting purposes.
Question 16. How to filter customers by relationship on Getfly?
To filter and search for customers based on their relationship in Getfly, follow these steps:
Go to Customers → Customer List → Filter → Relationship.
Select the relationship you want to filter by.
Click Apply.
Note:
You can filter by multiple relationships at once.
You can also combine this filter with other criteria in Getfly’s filter options.
Question 17. How to check the history of changes to a customer’s owner on Getfly?
The system keeps a log of all changes, including customer information updates such as changes to the customer name or group, and records the user who made the changes and the timestamp.
To view the change history, you can check the Logs section in the customer details screen to see all changes made to the customer’s information.
Question 18. Why does the system report a duplicate error when adding or editing customer information on Getfly, even though I have already deleted the duplicate customer?
When you delete a customer, the data is moved to the "Deleted" section. After 60 days, the system will permanently delete those customers.
If you have set up the system to prevent duplicate phone numbers, you need to fully delete these customers to create or edit another customer.
Steps:
Go to the Customer Management screen.
Use the Filter → Advanced Search → Select Deleted → Apply.
Select the customers you need to permanently delete → Click Permanently Delete.
Question 19. How to set permissions for employees on Getfly so that they can only edit the customer information they are responsible for?
To assign permission for employees to edit customer information, follow these steps:
Go to Settings → Permissions → Select the permission group.
Tick the permission for Edit Customer.
You can refer to the guide for more details on permission settings here.
Question 20. Why can't I find customer information when searching by phone number on Getfly?
There are several reasons why you may not be able to search for a phone number in the customer database:
Wrong search field:
You may have searched for the contact number in the wrong search field. Make sure you are searching for the correct field.
Solution: To search for the contact phone number, go to the Filter → Select Contact Person → Enter the phone number in the Contact Phone Number field → Click Apply.
Entered phone number has spaces or mistakes:
If there are spaces or incorrect digits in the phone number, it may not be found.
Solution: Check the phone number for errors or extra spaces before searching again.
The phone number is in the deleted customers section:
The phone number you are searching for might belong to a customer that has been deleted.
Solution: To find this, go to the Deleted section and enter the contact phone number, then click Apply.
You do not have permissions to view the customer containing the phone number:
If you follow the steps above and still can't find the customer information, it may be because you do not have the proper viewing permissions for that customer.
Solution: Contact the admin or manager to get the necessary permissions to view the customer.
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