CRM

The CRM is the contact book behind a promoter page. Nobody fills it in: it builds itself from ticket sales, from fans marking themselves interested or going, from follows and from presale registrations, and it is the list your email campaigns draw on. The screen's own subtitle sums it up as Your first-party contact book — buyers, opt-ins, segments and fan scoring.

Which pages have it

There is no artist CRM and no venue CRM. Neither page type carries the row in its sidebar and neither has a screen behind it, so an artist or venue page that sends email works from its own subscriber list rather than from a contact book.

Both screens need a Starter plan or above. On a page still on the free plan the sidebar row is greyed and hovering it reads Upgrade to Starter to unlock this feature. An event has no plan of its own and borrows the best one among its promoters and their crew, so upgrading the promoter unlocks the event view too.

Open the promoter CRM

1. Open Manage, then click the promoter page.
2. Click CRM in the left sidebar, under Marketing.

Three tabs run across the top: Contacts, Segments and Insights. Without permission to read it you get one red line, You don't have access to the CRM for this page., and nothing else.

Contacts arrive on their own

Five things create or update a contact, and none of them need you:

• Somebody pays for a ticket on one of your events. The order's buyer email becomes a contact with the relation Buyer, and the first and last name are lifted from the ticket holder details if the buyer filled them in.
• Somebody marks the event interested or going in the mobile app.
• Somebody follows the promoter page.
• Somebody confirms a presale registration, which lands as Pre-registered. See Presales.
• Somebody uses the opt-in form on a public event page.

A refund does not remove the contact. It recalculates the totals, so the person stays in the book with their spend adjusted.

A contact's marketing status never moves backwards. Once somebody is Subscribed nothing downgrades them automatically, and once they have unsubscribed nothing can resubscribe them behind their back, whatever an import or a sync brings in afterwards.

Find a contact

1. Type into Search by name or email…. It matches the email, the first name and the last name, and it searches your whole book rather than the page you are looking at.
2. Narrow with the first dropdown: Any status, Subscribed, Unsubscribed, Not subscribed.
3. Narrow further with the second: Any lifecycle, Lead, Customer, VIP, Lapsed.

The table lists Contact, Status, Lifecycle, Spent, Last order and Fan, twenty-five to a page. An empty book reads No contacts yet with Contacts appear here as fans buy tickets or opt in.

The column headings are not clickable. The list is always ordered by most recent order first; there is no sort control on this screen. Use the filters and the search box to get where you are going.

What the lifecycle stage means

It is worked out for you once a night, from the totals below it:

The Fan column carries a persona and a score out of 100 next to it, built the same night from how recently, how often and how much the person buys, plus how engaged they are. The personas are Superfan, Loyal, Potential, New, Promising, At risk, Can't lose, Hibernating, Lost and Lead. A fresh contact has neither until the next nightly pass.

What the Spent column counts

Spent is what you receive, not what the buyer paid. It adds up the line prices of the tickets on every paid order, which leaves out the Sway service fee charged on top at checkout. A €25 ticket that cost the buyer €27 at the till counts €25 here, so the figure lines up with your payouts rather than with the buyer's receipt.

Three more things decide the number:

• Only paid orders count. Pending, failed and refunded orders are excluded, and refunding an order lowers the figure again.
• It spans every event you are attached to, for as long as the contact has existed. It is a lifetime total with you, not the total for one event.
• It drives the rest. Revenue, Avg spend and Top spenders on the Insights tab, the VIP rule above and the fan score all read the same number.

Open and edit a contact

1. Click any row. A panel slides in from the right, headed with the contact's name and email.
2. Read the four figures at the top: Spent, Orders, Events and Fan.
3. Edit First name, Last name, Phone, Country, City and Notes.
4. Click Save. A Contact updated confirmation appears.

Timeline below the fields lists what the person has done with you, newest first: the events they bought, were interested in or registered for, and every consent they gave or withdrew with the place it came from. An untouched contact reads No activity yet.

Subscribe and Unsubscribe in the footer change the marketing status by hand, and both are logged as consent evidence.

Add contacts by hand

One at a time

1. Click Add contact at the top right.
2. Fill in Email *. It is the only required field.
3. Add First name and Last name if you have them.
4. Turn on Mark as subscribed only if the person really agreed to hear from you. Left off, the contact is created at Not subscribed and no campaign will reach them.
5. Click Save.

A list at once

1. Click Import. The Import contacts dialog opens.
2. Paste your list into the box, or pick a .csv file with the file chooser underneath. The hint states the format: One email per line, or CSV: email, first name, last name.
3. Read the counters under the box. They report how many rows are ready and, in red, how many are invalid. Lines starting with # and a header row beginning email, are skipped without complaint.
4. Decide on Mark as subscribed, then click Import.

The result appears in the dialog as how many were imported and how many skipped. Addresses that already exist are updated rather than duplicated, and an import never overwrites a name you already had with a blank one.

Your plan caps how many contacts a page may hold. Once the ceiling is reached the remaining rows are refused one by one, so a large import can come back partly done. The Contacts used card on the Insights tab shows where you stand.

Take your list with you

Export downloads every contact as a CSV, with their marketing status, lifecycle, persona, fan score, order totals and spend. It is a genuine export of your own data, capped at fifty thousand rows and limited to a few downloads a minute.

Export is a separate permission from managing contacts. A colleague who can add and edit contacts but has not been granted Export CRM sees the button and is refused when they click it.

Build a segment

A segment is a saved filter. Its point is the last step: it becomes an audience you can send a campaign to.

1. Open the Segments tab.
2. In Build a segment, set any of the six rules: the status dropdown, the lifecycle dropdown, Country, Persona, Min spent (€) and Max spent (€), plus the date field underneath, which keeps only contacts whose last order falls on or after that day.
3. Click Preview count. The answer appears beside it as a count of contacts that match.
4. Click Apply to table to see exactly who that is. It copies the rules into the Contacts tab and takes you there.
5. Back on Segments, type a name into Segment name and click Save segment. The note underneath states what you gain: Saving a segment makes it available as a campaign audience in Email Marketing.

Country and Persona are free-text boxes matched exactly, and neither matches what the table displays. Country is stored as a two-letter code, so type BE rather than Belgium. Persona is stored lower-case with underscores, so type superfan or at_risk rather than the label you read in the Fan column.

Saved segments on the right holds two kinds of row under the one heading, and they do not carry the same buttons.

A segment you built carries up to three. Send as campaign rebuilds the audience from the segment's rules and drops you into the campaign editor with it already selected. Apply loads the rules back into the contact filters. The ✕ deletes the segment and leaves the contacts alone.

Only people who are subscribed are carried into a campaign audience, whatever the segment's own status rule says, and Send as campaign needs email marketing already switched on for the page. A segment that matches plenty of contacts can therefore build a much smaller audience: the confirmation reads Audience ready with the number of subscribers it found. When it finds none you stay where you are, with No subscribed contacts in this segment yet.

An audience that already exists on the page is the second kind of row, and All subscribers is the one every page with email marketing has. These carry Send as campaign and nothing else. There is no Apply, because they are not built from CRM rules and there is nothing to load into the filters, and no ✕, because this screen does not own them and will not delete them. Their Send as campaign goes straight to the campaign editor with the audience selected: no rebuild, no subscriber count, and no warning when the audience turns out to be empty. They appear only on a page that has email marketing set up. Where it is not set up, the list holds your own segments and nothing else.

Send as campaign and the ✕ both need permission to manage contacts. Apply does not, so a colleague with read-only access can still load a saved segment into the contact filters, and sees each existing audience as a name with no button beside it.

Until you have saved anything and with no existing audiences to show, the panel reads No segments yet with Save a filter as a segment to reuse it.

Read the Insights tab

Eight figures across the top: Total contacts, Subscribed, Opt-in rate, New (30d), Revenue, Avg spend, Repeat rate and Contacts used, the last one showing your book against the ceiling your plan allows.

Below them, a Personas doughnut, a Lifecycle row counting Lead, Customer, VIP and Lapsed, and Top spenders, the five people who have spent the most with you. With no sales yet it reads No spend recorded yet.

The tab loads the first time you open it and keeps its figures while you stay on the screen.

The event CRM is a window, not a workspace

An event has its own CRM row, under Community in the sidebar, and it answers one question: who is attached to this event. Nothing on it can be edited, and clicking a contact opens the same panel with every field locked.

It needs Sway Tickets, and that gate sits in the sidebar rather than on the screen. On an event that sells its tickets elsewhere the CRM row is greyed out and does not respond to a click, so there is no way into the screen from the menu. Turn Sway Tickets on in Event settings and the row comes alive.

Behind that greyed row the screen is a single empty state, CRM needs Sway Tickets, with Enable Sway Tickets on this event to collect and segment your audience. underneath. You meet it only by opening the event's /crm address yourself, not by clicking anything.

A greyed CRM row does not always say why, and two separate things grey it. Below Starter the tooltip explains itself: Upgrade to Starter to unlock this feature. When the plan is fine and only Sway Tickets is missing, no reason is offered at all. On the icon-only sidebar you get the word CRM, and on the widened sidebar no tooltip appears. If the row is dead on a page that is paying for Starter, ticketing is what to check.

With Sway Tickets on, the screen gives you four counters, Buyers, Opt-ins, Interested and Total, a relation filter offering Any relation, Buyer, Opt-in, Interested, Going and Pre-registered, a promoter filter when the event has more than one, and a table of Contact, Relation, Status, Spent and Promoter. View full promoter CRM at the right takes you to the workspace where the contacts can actually be managed.

Two things on this screen are easy to misread:

• Spent is the lifetime total with that promoter, not what the person spent on this event. The column is the same figure as in the promoter book, so a regular attending their tenth show reads a large number on a €15 ticket.
• Opt-ins reads zero, and the Opt-in filter returns nothing. No part of the product currently writes that relation. It is a placeholder in the interface rather than a count of people who agreed to marketing; read Status on each row, or the Subscribed figure in the promoter book, for that.

A person shows once per relation, so somebody who was interested and then bought appears on two rows. Total counts people rather than rows.

Who can do what

Grant them on the page's Permissions screen, described in Manage permissions. The three rights sit together under the CRM heading there.

The plan check is enforced on every request, not only in the sidebar. Reaching a free-plan CRM by typing its address opens a shell that loads nothing, because each request behind it is refused.

Where the rest of the audience tools live

A last practical note: the small confirmations this screen pops up, such as the one after adding, updating or deleting a contact, are written in English whatever language the rest of your admin is set to. The screen itself is translated; those brief messages are not.