Customer context
Pin a customer to a thread so the AI answers with what you know about them, and nothing about anyone else.
Updated 23 September 2026
On this page
- Why
- The right answer depends on who is asking and what they bought before.
- What
- Custom fields, patterns and history on every customer, fed to the AI only when you pin that customer.
- How
- Pinning a customer adds their own counts, dates and fields to the answer, never another customer's rows or any price.
Where it appears
| Area | What you see | Brought by |
|---|---|---|
| AI | Pin a customer in the composer and the answer carries their context | Every workspace |
| Quotes | The quote's customer, one click from the quote to their record | Sales Engineer, Design Engineer, Service Centre, Wizard, Commerce and Source |
| Customers | Custom fields, quote and order activity, and an Ask AI link | Every workspace |
| Inspect | Make a profiled company a customer in one step | Inspect |
Pin a customer
- Step 1.
Open
/appand choose the Customer chip in the composer. - Step 2.
Type in Find a customer and pick one. The thread is now pinned to them.
- Step 3.
Send the request. Clear the chip to unpin the thread.
When a request names a customer you hold, the chip suggests them (For Customer A?). Nothing is used until you pin the suggestion. On a customer record, Ask about this customer opens the AI already pinned.
What the AI reads
| Read | Never read |
|---|---|
| How many orders and order lines over the last 24 months | Any other customer's rows |
| Median lead time, order cadence and typical quantities | A price, a cost, a margin or a supplier |
| Most ordered products and most used services | A contact's email or phone |
| Open quotes, overdue orders and service items due | Free text notes and internal quote notes |
| Your custom fields on the record | A field whose value holds an email, a phone or a money figure |
The figures are counted by the database, not written by the model, and the block the AI receives has a hard size cap, so pinning adds only a little to a request.
Custom fields
Add fields in Settings then Organisation under Customer fields, with New field. A preset adds the fields its trade works with, such as a collection day.
Related
- The AI interfaceUse the one AI input: pick the right mode, find past threads and know what it can do in your workspace.
- CustomersKeep one record per customer with its contacts, terms, special prices, context for the AI and, with Commerce, its sign in.
- AISend a request, a purchase order or a question from the one input in the platform and find every thread again.
- AI data handlingKnow what the AI sees, what it never does and how the homepage AI is kept apart from your data.