Plan eligibility and member permissions
Basic contacts and support conversations are available on Free. New CRM business activity, catalog configuration and imports require a paid plan. Team and Business have the same CRM modules. Setup and existing administrator, inbox and merchant data permissions still apply. The details below describe the web dashboard.
Customer management
Keep customer needs and follow-ups together so the next teammate can pick up where you left off.
Customer records and business context
Keep names, phone numbers, email, labels and custom attributes on the contact record. Share customer identity within a merchant and open business records from the contact or a linked conversation. Review orders, deliveries, after-sales cases, consultations, appointments and notes; search and open individual records. Basic contacts are available on Free; new CRM business activity requires a paid plan. Cross-channel links require explicit identity matching, not same-name merging.
Consultation cases and follow-up
Record the subject, customer needs, owner, status and next follow-up time. Search and filter cases, open details and return to the customer record. Update progress, add notes, complete or cancel a case and retain its context. A next follow-up time does not itself send a customer message. Member permissions and enabled modules apply.
Meta lead forms
Create contacts and consultation cases from authorized Meta Instant Form leads. Retain form sources and answers for agent follow-up. Recognize redelivered lead events to avoid duplicate cases. Requires individual authorization and configuration for the ad account and forms. A form lead does not establish Messenger identity or unrestricted onboarding for every merchant.
Product sales
Track each sale from products and inventory through orders, delivery and after-sales care.
Product and service catalog
Manage physical products, digital products and services with names, descriptions, SKUs and images. Use fixed prices, free items or custom quotes; save drafts, preview and publish or unpublish items. Start from retail, food, drink, service or consulting templates and set delivery methods. Custom-quote items require an agreed sale price. The catalog does not automatically synchronize external ecommerce products.
Variants and customization
Configure variants, SKUs, prices and options such as sweetness, ice and add-ons. Set required choices, defaults, selection limits, surcharges and disabled options. Preview and copy options to selected products; retain selections and surcharges on the sale. Variants may have separate prices and SKUs. Inventory is tracked per product, not separately for each variant.
Shared catalog, inventory and sold-out controls
Share products and stock across authorized channels within the same brand. Use unlimited stock, tracked quantities or manual sold-out controls and view available quantity. Reserve stock when new orders are confirmed, release it on cancellation and consume it on completion or pickup. A refund does not automatically restock a return. Historical imports do not retroactively consume inventory; reconcile existing commitments before enabling tracking.
Order creation and management
Create orders from a customer or the order page and select products, variants and options. Preview totals before confirmation and retain the item names, prices, quantities and options sold. Search, filter and view order details and status, linked to payments, deliveries and after-sales records. Key sale details are protected after payment, delivery or after-sales activity. Appointments and pickup orders use their own capacity checks.
Payment and refund records
Manually record the method, amount, time and reference of payments that have already occurred. Retain reconciliation evidence and payment / refund history with paid and outstanding summaries. Link refund evidence to the original order and after-sales case before updating the outcome. These are reconciliation records. They do not charge cards, execute refunds or issue electronic invoices for merchant sales.
Shipping, digital and service delivery
Create shipping, digital or service delivery records from the original order. Record the carrier, tracking number, shipment and delivery progress. Record the channel, progress and notes for digital or service delivery and trace the source order. Staff maintain delivery progress. Live carrier synchronization and automatic file or license-key delivery are not included.
Returns, exchanges and after-sales
Select items and quantities from an order to open a return, exchange or refund case. Track applications, reviews, processing, completion or cancellation with notes. Link return or replacement shipments and refund evidence, with continuity between related cases. Case completion depends on the required delivery and refund evidence. Case actions do not execute payment-provider refunds.
Order progress notifications
Configure notifications for reconciled payments, shipments, delivery, pickup readiness, cancellations and refund outcomes. Use a verified, linked original conversation to keep updates in the customer’s channel. Review notification content and processing status, retries and failure alerts. Requires conversation linking and notification setup. Supported channels and messaging windows apply. Queued or provider-accepted does not mean read by the customer.
Appointment management
Organize staff, time slots, appointments and class capacity, with reminders to keep customers informed.
Appointments and calendar
Create appointments with customers, services, resources and start / end times; view them in a list or calendar. Confirm, reschedule, cancel, complete or mark no-shows while retaining changes. Recheck capacity and conflicts when rescheduling and link the customer and original conversation. Configure eligible services and resources first. An available slot is not a confirmed booking until confirmation succeeds.
Staff, resources and schedules
Configure service durations, staff, locations and other appointment resources. Maintain availability schedules and find slots for the chosen service and resources. Share capacity across channels and check overlapping use of the same resource. This schedules appointment resources; payroll and employee attendance tracking are not included.
Group classes and sessions
Create instructor / room resources and scheduled sessions with capacity limits. View remaining capacity and manage multiple attendees and booking records. Check or release capacity on rescheduling and cancellation to prevent overbooking. Waitlists and automatic recurring-session generation are not included; create sessions first.
Appointment and pickup reminders
Choose an original conversation for each confirmed appointment or pickup order and enable reminders. Support one-day and one-hour reminders with agent notifications. Recheck reschedules, cancellations and identity changes; retain results and failure alerts. Messaging windows, conversation identity and device settings apply. Missed reminders are not backfilled, and delivery across every channel is not guaranteed.
Restaurant operations
Manage reservations and pickup orders, from table planning and preparation to collection.
Restaurant reservations and tables
Configure table capacities, dining periods and available resources. Match tables to party size and combine tables where configured. Track table occupancy and recalculate capacity on rescheduling or cancellation. Restaurant and table setup is required. Reservation capacity is separate from kitchen or pickup capacity.
Pickup orders and preparation
Configure menus, variants, sweetness, ice, add-ons and surcharges. Set opening hours, lead times and order limits per pickup slot. Preview totals before acceptance and track preparing, ready, collected or cancelled orders. Pickup capacity is measured in orders per slot. Cancellation does not refund payments, and delivery-platform dispatch is not included.
Public booking and pickup pages
Set the store name, logo, cover and public information, then publish a dedicated entry point. Customers select items, party sizes or slots, then confirm, view receipts and cancel. Use the same CRM orders, product inventory and booking / pickup capacity. The public storefront currently supports one store per merchant. Configure services, menus and capacity before publishing. This does not establish native Google Maps booking or a verified Google button.
Shared administration
Bring in existing records and control what each teammate can access and manage.
CSV / Excel imports
Import customers, catalog items, orders, shipments, after-sales cases, consultations and appointments. Use templates, select worksheets, map fields and review errors before confirmation. Retain source and version identity and handle repeated imports. Daily work stays in CRM; imports stay in the Data Center. Imports are not live synchronization with Shopify, SHOPLINE or other platforms. Source-owned and locally editable records follow their respective permissions.
Member permissions and data access
View and act on data according to workspace, role and inbox access. Retain management controls for catalog setup, inventory and payment / refund reconciliation. Agents continue business work from authorized conversations; AI queries stay within the permitted data scope. Including a module in a plan does not grant every member administrator rights or remove isolation between merchants.
Usage notes
AI can assist with lookup and guidance; this does not imply fully automatic ordering, payments, refunds or external-system operations. Payments and invoices for a Loop subscription are separate from payment and refund records on merchant CRM orders.