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Customers is AGO’s CRM. It brings together the companies you work with, the people in them, and the deals you are working on, alongside the conversations and tickets these people already have in AGO.
  • Companies are your organizations: the same records that link users to a company by their email domain.
  • Contacts are people. Everyone who signs in to AGO can get a contact automatically, and you can add people who have never been in touch, such as prospects.
  • Deals follow an opportunity through the stages of a pipeline, with an amount, an expected close date and an owner.
For customer success, every company gets a health score explained by its support activity, an AI brief of what is going on, and alerts that turn into follow-up tasks before a customer is lost.

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Accessing Customers

Navigate to Admin > Customers. The section has eight pages: Portfolio, Companies, Contacts, Deals, Alerts, Import, Duplicates and Settings.
Customers is off by default. Contact AGO to enable it for your workspace. Once enabled, it is available to staff users only: account managers and viewers do not see it.

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Companies

The Companies page lists your companies with their health, renewal date, lifecycle stage, owner, number of contacts and the total of their open deals. Search by name, website or email domain, filter by health, lifecycle stage, owner or customer success manager, and sort by health to see the companies at risk first. A company has: When you add an email domain, users and contacts on that domain who have no company yet join it. The company page shows its health, AI brief, facts, contract, contacts, deals, signals, follow-up tasks, history and activity, and prepares account reviews.
  • The top of the page sums up the account: health and how it changed over 30 days, ARR and plan, renewal date with the time left in the contract, open pipeline by stage, and support over the last 30 days (tickets per day compared with the usual volume, CX score, negative ratings). Open alerts appear below it, with a link to their follow-up task.
  • The Overview tab shows the AI brief, the health score, the facts and the latest activity (today, this week, earlier). Click All activity to open the full Activity tab.
  • The side column shows the owner, customer success manager and lifecycle stage, which you change in place, then the contract and company details (click the pencil to edit them), the first contacts with their last activity and a Champion badge for confirmed champions, the open deals with their progress through the pipeline, and the next follow-up tasks by due date.
  • The Contacts tab lists the company’s people with their email, when they last signed in to AGO, their owner and the Champion badge.
  • The Deals tab totals the open pipeline, the weighted forecast (each open amount multiplied by the probability of its stage), and the amounts won and lost. Open deals show their progress through the pipeline and their close date; closed deals are listed below with the reason they were lost.
  • Note, Task and Prepare review at the top of the page add a note, create a follow-up task linked to the company, or open the account review. Delete the company from the ⋯ menu.

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Contacts

The Contacts page lists people with their company, job title and owner. Filter by company or owner, show only people who have an AGO account, or only those who refused emails.
  • When a contact’s email matches an AGO user, the contact is linked to that account and the contact page shows their conversations and tickets.
  • A contact created without a company joins the company of their email domain. Consumer addresses such as gmail.com never point to a company.
  • Two contacts cannot share an email address.
Click Sync AGO users on the Contacts page to create a contact for every person who already has an AGO account. Anonymous widget visitors and staff users are left out. Once Customers is enabled, people who sign in for the first time get a contact automatically.

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Deals

The Deals page shows the deals of a pipeline as a board, with one column per stage, or as a table. Drag a deal to another stage or reorder it within a column. Each column header shows how many deals it holds and their total amount. A deal has a title, an amount and its currency, an expected close date, an owner, a company, the contacts involved and your custom fields. A new deal starts in the first open stage of the pipeline. Every stage has a category: Moving a deal back to an open stage reopens it.

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Pipelines and stages

The first time you open Deals, AGO creates a Sales pipeline with six stages: Qualification, Discovery, Proposal, Negotiation, Won and Lost. In Settings, you can rename, recolor, reorder and archive stages, set each stage’s category and win probability, and add more pipelines. A stage that still holds deals cannot be archived, and a pipeline that still has deals cannot be deleted.

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Follow-up tasks

Companies, contacts and deals can be linked to Tasks: call back a contact, send a proposal, prepare a renewal. Create a task from the Tasks tab of a record; it appears on the Tasks board with a link back to the record. The tab counts overdue tasks and tasks due this week, lists open tasks by due date and folds completed ones. This requires Tasks to be enabled.

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Activity and notes

The Activity tab of a company or contact shows, newest first:
  • conversations and tickets of the people involved
  • notes written by your team
  • deals and follow-up tasks
  • changes made to the record
Entries are grouped by day. Click a type, such as Tickets or Notes, to show only that kind of activity. Write a note at the top of the tab (press Ctrl+Enter, or ⌘+Enter on a Mac, to save it). Notes on a contact also appear on their company.

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History and owners

Every change to a company, contact or deal is recorded with who made it, when, and the old and new value, including changes made by import, the API or an AI assistant. The History tab of each record lists them by day, with the old value crossed out next to the new one. Every record can have an owner, chosen among your active staff members.

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Custom fields

In Settings > Custom fields, add fields to companies, contacts and deals. Available types: Each field gets a key, shown in Settings, used by import, the API and AI assistants. Archiving a field hides it without deleting the values already entered.

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Import

The Import page loads companies or contacts from a CSV file:
  1. Choose what you import (Companies or Contacts) and select the file.
  2. Check the column mapping. AGO recognizes common column names in English and French (such as Email, Prénom, Société) and your custom fields; columns you leave unmapped are ignored.
  3. Click Preview to see what each row would do, without saving anything.
  4. Click Import.
Each row is created, updated, skipped or rejected with a reason, and one rejected row does not stop the others.
  • Contacts are matched on their email address, and companies on their email domain, website, then name.
  • An existing record is left untouched unless you turn on Update records that already exist; even then, empty cells never erase a value.
  • When a contact row names a company that does not exist yet, AGO creates it.

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Duplicates

The Duplicates page groups records that are probably the same:
  • Companies with the same name (ignoring case, accents and legal forms such as SAS or Inc) or the same website or email domain.
  • Contacts with the same email address, or the same name in the same company.
Choose the record to keep and click Merge. The other records are deleted after everything attached to them moves to the record you keep: people, deals, notes, tasks, email domains and history. Empty fields of the kept record are filled from the merged ones.

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Personal data (GDPR)

Each contact has:
  • Legal basis: why you may hold this person’s data (Consent, Contract or Legitimate interest).
  • Email opt-out: the person refused emails. AGO records the date.
From a contact page:
  • Export data downloads everything Customers holds about the person (record, notes, facts, history, deals, and the list of their conversations and tickets), to answer an access request.
  • Erase contact permanently deletes the contact, its notes, the facts about them, its history and the customer requests they made, and removes them from the key people of their company’s AI brief. Their AGO account and conversations are not deleted; manage them from User Management.

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Portfolio

Portfolio is the home page of Customers. It shows the companies you look after, as customer success manager or as owner:
  • how many are healthy, to watch or at risk, with their total ARR and the ARR at risk
  • your companies, at-risk ones first
  • the renewals of the next 90 days
  • the open alerts, and your open follow-up tasks on companies, contacts and deals
Choose another staff member to see their portfolio, or show only the companies where they are customer success manager or owner.

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Health score

Each company gets a score from 0 to 100, recalculated every night, and a status: Healthy, To watch or At risk. The score is the weighted average of the components below, and the company page shows the reason behind each one, for example 3 tickets in the last 30 days, against 1 per 30 days before, plus the trend of the last 90 days. What pulls the score down lists the components that cost the most points, and Weights opens the health score settings. A component without data, such as the CX score of a company that never chatted, is left out and the others count more. A company with no activity at all stays without a score. Click the Recalculate button (circular arrow) on the health card of a company to update it right away. In Settings > Health score, change the weight of each component (0 turns it off), the thresholds between the three statuses (by default 70 and above is healthy, below 40 is at risk), and add components built from your own signals.

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Signals

Signals carry what AGO cannot see by itself: product usage, monthly revenue, incidents, NPS answers. Send them through the CRM API or an AI assistant, or add one by hand from the Signals tab of a company. Each signal has a key (such as product_usage), a number, a text or both, and a date. The Signals tab shows one card per key with its latest value, the change from the previous value and a trend line, followed by every value received. Click Add signal to add one by hand. To make a signal count in the score, add it in Settings > Health score with a weight and the values you consider good and bad. AGO uses its latest value of the last 90 days: the good value gives 100, the bad one 0, and values in between are proportional. Lower can be better: for incidents, set good to 0 and bad to 10.

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AI brief and facts

The company page shows an AI brief, written from the company’s conversations, tickets and notes of the last 90 days: an overview, the customer’s mood and why, recent issues, open topics and the people who matter on their side. Each point links to the conversations and tickets it comes from. Every night, AGO rewrites the briefs of up to 50 companies with new activity, the most recently active first; click Regenerate to update one now. While writing the brief, AGO also suggests facts worth keeping: tools they use, competitors they mention, feature requests, pain points, champions and risks. Confirm or reject each suggestion, or click Confirm all or Reject all to review every suggestion at once, and click New fact to add one yourself. Confirmed facts are grouped by kind; click one to edit it, send it back to review or delete it. A rejected fact is not suggested again. Confirmed champions linked to a contact are watched by the Champion inactive alert.
Briefs, facts, signals and health scores stay in Customers. They are never shown to your end users or given to the agents that answer them.

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Renewals

When a company has a renewal date, AGO opens a renewal deal 90 days before it, in a Renewals pipeline (To prepare, In discussion, Committed, Renewed, Churned). The deal takes the company’s ARR as amount and its customer success manager, or else its owner, as owner. Renewal deals carry a Renewal badge on the board.
  • Moving a renewal deal to a won stage moves the company’s renewal date one year later, unless the renewal date was changed in the meantime.
  • Moving it to a lost stage marks the company Churned.
In Settings > Alerts and renewals, change how many days ahead renewal deals open, choose another pipeline for them, or turn them off.

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Alerts

AGO checks every company each night and opens an alert when: Each alert creates a follow-up task for the company’s customer success manager (or owner), with the reasons, the AI brief and a suggested message to send to the customer. Tasks must be enabled for this. The Alerts page lists alerts; resolve or dismiss them once handled. A company has at most one open alert of each kind, and an alert does not come back within 14 days of being closed. In Settings > Alerts and renewals, turn each alert on or off, change its threshold, or stop creating tasks. To do more when an alert opens, such as posting to another tool, start a workflow on the customer.alert event.

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Account reviews

The Account review tab of a company drafts the preparation of a business review (QBR) from its health and trend, support activity, brief, facts, deals and contract: summary, risks, opportunities, a meeting agenda and next steps. Choose the period, copy the draft, or save it as a note on the company. Drafts are not kept otherwise.

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Use Customers from an AI assistant or the API

Companies, contacts, deals, notes, custom fields, import and merge, as well as health scores, signals, briefs, facts, alerts, portfolios and account reviews, are available in the CRM API, and most of them as MCP tools. An assistant such as Claude can, for example, import a spreadsheet you give it, clean up duplicates, send your product usage figures as signals or prepare your week’s customer reviews. The API key or connection needs the CRM Read or CRM Write scope and must belong to an active staff member.