Customer Management

This guide covers working with customer accounts and uploading credentials on their behalf.

note

There is currently no dedicated analyst "Customers" screen. Customer records and their verification status are managed at the data/API layer (/api/customers), and credentials can be uploaded on a customer's behalf from Credentials → Upload Credential.

Customer Verification

Each customer has a verification status of pending, verified, or rejected. Verification gates whether a customer can run collections. Status changes are made through the customer API (PATCH /api/customers/:id), and there is no analyst-facing verification UI at this time.

What to Consider When Verifying

Check	What to Look For
Company exists	Public records, website, LinkedIn
Contact authorized	Company email domain, title
Use case appropriate	Legal matter, compliance, investigation
Not blocked	No previous issues, not on deny list

Uploading Credentials on Behalf of a Customer

When a customer needs assistance providing credentials, an analyst can upload them:

1. Go to Credentials → Upload Credential (/analyst/credentials/new)
2. Select the connector — the credential form adapts to that connector's auth type
3. Select the customer the credential belongs to
4. Enter the credential data
5. Submit — the credential is encrypted and stored securely

Security Note

Credentials are never displayed after entry. All access is logged.

Credential Types

Type	Used For	Fields
Bearer Token	Most APIs	Token value
API Key	Simple APIs	Key value, header name
OAuth2	OAuth APIs	Access token, refresh token, expiry
Basic Auth	Legacy APIs	Username, password

Credential Validation

Credentials carry a validation status:

• not_tested - Not yet validated
• valid - Ready to use
• invalid - Check credential value
• expired - Need a new credential

Creating Collections for a Customer

To run a collection on a customer's behalf (e.g. to verify a connector or assist a customer):

1. Go to Collections → New (/analyst/collections/new)
2. Step through the wizard: choose the Customer, the Connector, the Credential, then configure Scope
3. Configure a minimal scope (recent date range) when testing
4. Run and monitor the collection
5. Review the collected files and logs

Test Collection Guidelines

• Use narrow date ranges (last 7 days)
• Limit to specific users or channels if possible
• Monitor for rate limits
• Clean up test data after verification

Customer Communication

When to Contact Customers

Situation	Action
Credential invalid	Request new credentials
Collection failed	Explain issue, propose solution
Missing permissions	Request additional scopes
Delivery ready	Confirmation already sent automatically

Communication Best Practices

1. Be prompt - Respond within business hours
2. Be clear - Explain technical issues simply
3. Be helpful - Provide guidance on fixing issues
4. Document - Log all communication
5. Professional - Maintain formal tone

Common Customer Issues

"My collection is taking too long"

1. Check collection progress
2. Explain large data volumes take time
3. Verify no rate limit issues
4. Provide realistic timeline

"I need to add more data sources"

1. Check if connector exists
2. Request new connector if needed
3. Help with credential setup
4. Create additional collection

"My credentials expired"

1. Explain credential lifecycle
2. Guide through renewal process
3. Test new credentials
4. Update existing collection if in progress

"I can't download my files"

1. Verify collection is delivered
2. Check download link expiry
3. Regenerate link if needed
4. Assist with download issues

Next Steps

• Troubleshooting Guide
• Connector Management