CRM.COM provides branded, no-code mobile apps and a web portal with minimal setup, enabling businesses to quickly launch their own front-end apps. These apps bring CRM.COM’s full functionality to your contacts, allowing them to register and self-manage their profiles.

THE ESSENTIALS

CRM.COM Apps are no-code, fully configurable mobile apps and portals that let your business onboard contacts, give them full self-service access to CRM.COM features, and most importantly, give them access to their CRM.COM Wallet. With the CRM.COM Wallet enabled, contacts enjoy frictionless flows - checking in, identifying themselves, and making secure one-click payments via QR code or OTP, both in-person and online.

CRM.COM offers three different apps, each one tailored to different business and contact needs:

Consumer App - A mobile app and web-portal for contact registration and self-management of their CRM.COM Wallet as well as the platform’s main features such as check-in, spend, placing orders, and managing subscriptions - all in one unified app. In this manual, the term ‘app’ refers to the mobile app and the web portal unless otherwise specified.
Merchant App - Used by Business and Merchant users to to identify and accept payments from contacts and submit purchases. Suitable for locations with no POS capabilities.
Captive Portal - A branded access gateway that lets contacts register, sign in, and manage their accounts.

You can create and set up your own app through the CRM.COM back-end, while the CRM.COM team handles the publishing process. Alternatively, you can build your own app using CRM.COM's self-service Web APIs while keeping it dynamic and fully configurable from the back-end settings to align with your business rules.

For businesses seeking a streamlined set of features, explore the Landing Pages and Mobile Pass Cards.

Managing the Apps

To view existing Apps or configure a new one, navigate to Settings > Platform > Contact Facing Essentials > Apps.

Creating a New App

Select the +Create App option to start configuring the new app.

Name - Enter the app’s name, used within the app to refer to the business.
App Type - Select one of the three available types - Consumer App, Merchant App or Captive Portal.
Description - Optionally provide a description of the app, for internal use only.

Configuring the Consumer App

Consumer App Replaces Contact App & Contact Portal

CRM.COM has simplified app configuration with the introduction of a new, unified Consumer App that replaces the previously separate Contact App and Contact Portal, streamlining setup and management of front-end apps.

Existing apps using the previous configurations will remain fully accessible and editable. However, all new app configurations moving forward will adopt the Consumer App, benefiting from its enhanced features and improved functionality.

After creating the app, you’ll see the setup screen, divided into four sections: Identity & Profile, Appearance, Features, and Publishing. Each section includes configuration options - some are pre-set but editable, while others are mandatory and cannot be changed.

Identity & Profile

Basic

Name - You can change the App name here. This is for internal use only.
Brand Name - The business’s branded name displayed throughout the app. If not provided, the business name used in CRM.COM will be used instead. The brand name appears in the following areas:
- Wallet Analysis screen - Displayed in tooltips that describe the wallet balances.
- Marketing Preferences screen - Shown when contacts choose whether to opt in or out of receiving marketing materials.
- Locations screen - Used to list business-related locations.
Description - App description for internal use.

About

Set up key legal and communication details for the business, including the app’s About information, Terms & Conditions, Privacy Policy, FAQs, and Contact Us info - all accessible by contacts via the apps.

In each of these sections, you can type the contents in rich text or redirect contacts to existing content via a URL that opens in an embedded browser. You can also use the default templates for Terms & Conditions and the Privacy Policy - simply review and update them with your business details as needed.

Marketing

This section allows you to configure marketing links represented by images displayed in the Explore More! area at the bottom of the app’s Home screen. When selected, each image opens the linked page in an embedded browser.

Setup steps:

Enable the Embedded Browser Links toggle.
For each link, provide:
- Title
- URL
- Image (supported formats: JPG, JPEG, SVG, PNG, WEBP; aspect ratio: 1:1; dimensions: 128 × 128 pixels; maximum size: 5MB).
Optionally add translated titles by selecting +Add Language and choosing from the languages defined under Settings > Platform > Languages.

Shortcuts

Shortcuts represent the key CRM.COM features available in the app. You can rename them to match your business needs. If a shortcut’s corresponding setting is disabled in Features, it won’t appear on the Home screen - except for those marked with a lock symbol which always remain visible.

Back-end Shortcut Name	Under Main Option	Purpose
Locations	Self Service	Displays a map of locations with filtering options.
OTP to Spend	QR code/ barcode icon	Contact generates an OTP to spend money from their CRM.COM Wallet when making a purchase at the POS.
Reclaim a Purchase	Self Service	A contact can scan a QR code or barcode from a receipt to claim a purchase and receive an award.
Top Up Wallet	Add Money	A contact can add money to their CRM.COM Wallet using one of their payment methods.
Refer a Friend	Grow	Contacts can refer a friend to the business using either their email or phone number (subject to configuration). Based on reward offers, the referring contact, or both contacts, may be awarded.
Service Request	Self Service	A contact can raise a service request for assistance.
Redeem a Pass	Add Money	Contacts can redeem an electronic gift pass they have been given to add money to their wallet.
Request Money	Payments / Transfer sub-option	A community member can request money from the community's owner.
Send Money	Payments / Transfer sub-option	A community owner can send money to a community member.
Communities	Grow	Contacts can create and manage their own communities.
Order	Buy	Contacts can place an order through the app.
Donate	Payments	Contacts can opt-in to donate to a charity supported by the business. This option will only appear on the front end if at least one 'active' donation Reward Offer is configured.
Electronic Gift Pass	Electronic Gift Pass	Purchase an e-gift pass to send to somebody.
Check In	QR code/ barcode icon	Contacts identify themselves at the POS using a code to earn awards on purchases.

Appearance

These settings affect the appearance of the web portal and the mobile app.

Colours

Use the business’s brand colours to set the app's main colours.

Landing Page - This is the first screen a contact sees, where they’re prompted to register or sign in to the app.
- Background Colour - Select a background colour for the portal and mobile app landing page. Together with the App Logo set in Creatives, it forms the landing page design. However, if a Background Image or Mobile Background Image is set under Creatives, it will override the background colour.
Other Colours
- Primary Colour - Applied to buttons, link text, selected tabs and icons.
- Secondary Colour - Used for unselected buttons and options.

Skins

Homepage
Select a layout for your app’s Home screen:
- Option 1 – Shortcuts are grouped under main options. For example, Transfer, Payout, and Donations are grouped under Payments on the Home screen.
- Option 2 – Displays the first three shortcuts (based on the order in the Shortcuts configuration). The remaining shortcuts appear under the More button.
Ordering
Choose from two layouts for displaying products:
- Option 1 – Product categories are shown across the top. Users can select a main category to view its sub-categories and the products within that category.
- Option 2 – All main categories are displayed with their associated images (as configured in Settings > Commerce > Products > Categories). When a category is selected, its sub-categories appear, also with images. A filter and search panel is available on the left-hand side of the screen, allowing users to quickly refine results.

App Mode

Choose between a light and a dark theme for your app, depending on your branding. Light Mode uses a white background with black text, while Dark Mode uses a black background with white text.

Creatives

App Logo - Upload a logo that represents your app, typically your business logo.
- Web portal and mobile app - Appears on the landing page with the Background Colour only if no Background Image (for the portal) or Mobile Background Image (for the mobile app) is uploaded.
- Throughout the app:
  - On the Home screen.
  - On the Wallet screen, for business-related balances (e.g. Business Pocket and Commerce Pocket).
  - As the default image for products, rewards, donations, and promotions when no specific image is provided.
Background Image - Upload a static image file or a Lottie file for the web portal landing page background. If both a Background Colour (configured under Appearance > Colours) and a Background Image are provided, the image will take precedence over the colour. Format - lottie, jpg, jpeg, svg, png, or webp, aspect ratio - 21:12, size - 5MB or less.
Mobile Background Image - Upload a static image to be used as the background for the mobile app. If both a Background Colour (configured under Appearance > Colours) and a Mobile Background Image are provided, the image will take precedence over the colour. Format: jpg, jpeg, svg, png, or webp, Aspect Ratio: 2:3, Size: 5MB or less
App Loader Image - Upload an image to display while pages load, including in the mobile app while the landing page loads. Format - jpg, jpeg, svg, png, gif, lottie, or webp, aspect ratio - 1:1, dimensions - 100 x 100 pixels, size - 5MB or less.
Carousel - Optionally upload one or more images to be shown in a carousel on the Home screen, ideal for promoting services, new products, or special offers.

Carousel on the Home screen

Features

Configure the app’s features. Some options can't be disabled (marked as locked), and others may require additional configuration. Any changes are applied dynamically on the next launch of the app.

Contacts

Contacts will be identified using their Wallet code in the form of a (Barcode/QR code) - Select the preferred code format within the app. Contacts will use this code at the point of sale (POS) to earn rewards on their purchases (via the Check In option).
On register, display the existing customer question? - During registration, ask if the person is an existing contact of the business (e.g. loyalty card holders) who haven’t used the app before. If so, they must verify their identity with an OTP (sent to email of phone) before creating credentials. Useful for businesses with imported loyalty contacts now offering an app.
Supported profile details (birthday, gender, nameday) - Allow contacts to enter personal details through the app. This data can be used for profile completion reward offers, and for improved targeted segmentation.
Contacts based in the following countries (of agreement) can use the app - Limit app access to contacts based in specific countries. If not set, the countries defined under Settings > Platform > Countries will apply.
Default app language - Set the default app language at launch, and contacts can switch to another language as needed.

CRM

Allow contacts to raise Service Requests? - Contacts can submit service requests to the business using the app.

In addition to enabling this feature in app settings, you will also need to configure app settings for each Service Request Queue your contacts use to raise service requests in the app.

Finance

Passes
- Redeem Pass - Contacts can redeem passes (e.g. gift passes) through the app, crediting either the Business or Commerce pocket.
  - Passes can be redeemed once contacts provide their - If pass plans use PINs, enable the PIN option for redemption.
- Allow pass redemption during registration - If enabled, contacts must enter a pass code when registering.
CRM.COM Wallet
- Allow Top-Ups - Contacts can add funds to their wallet using a payment method. Define available currencies and suggested top-up amounts.
- Allow payouts - Allow automatically redeemable reward offers to be paid out to the contact's selected payment method.
- Allow transfers - Community owners can transfer funds to members, choosing the target pocket (Business Pocket or Commerce Pocket). Members can also request money from the community owner.
Payment methods
- Allow contacts to add and manage their payment methods - Select one or more enabled Payment Gateways or the CRM.COM Wallet Gateway.

Enable the CRM.COM Wallet Gateway so your contacts can use their Cash pocket for payments.

Orders

Configure ordering options for the app.

Pick-up/Delivery/Direct Sale - Enable the supply methods to be supported (e.g. Pick-up, Delivery of goods, or Direct Sale for services), and optionally, assign an order queue to each one (recommended if you have multiple queues configured).
Allow contacts to add a note for each product ordered - Typically for food and drinks orders, not so much for retail products.
Preferred organisation Orders - Let contacts select a favourite location, which will be suggested as the pick-up/delivery location on every order.
- Support Explicit Order Catalogues - Limit which order catalogues contacts can use when placing orders.
Allow contacts to pay for their orders using funds from their account - Contacts can fully/partially pay for their order using money from their account.
Allow contacts to pay for their orders using funds from their CRM.COM wallet - Let contacts pay for their orders using their wallet funds. There's also an option to restrict the use of wallet funds unless they cover the entire basket amount.

Subscriptions

Applicable for businesses offering subscription services.

Subscription Actions - Choose which actions contacts can perform on their subscriptions (i.e. Change billing day, Change payment method).
Service Actions - Select which actions contacts can take on a subscription service (i.e. Activate, Change, Cancel, Pause, Resume, Regret).
Allowed Changes in Scheduled Actions - Specify which planned service actions contacts can modify (e.g. Cancel). For example, cancelling a previously requested downgrade.

Customer Events

Contacts can reclaim their purchases - Let contacts claim purchases by scanning a receipt’s QR/barcode or entering a transaction code. This is useful when Purchase Events are submitted to CRM.COM through an external system, without any contact information. Claims must be made within 72 hours to be eligible for rewards.
Support contact rewards tiers - Enable tier-based rewards, allowing contacts to view their current tier, earned units, and units required to progress to the next level.
Contacts can refer their friends and family (Email/Phone) - Allow contacts to refer friends via email or phone. Ensure communication integrations are set up correctly.
Support contact spending using an OTP and an alternative code? Contacts can use the Spend option in the app to identify themselves at the POS and indicate they want to pay for their purchase using their wallet funds.
- Support spend attributes - Choose whether contacts can specify the Amount to spend or allow CRM.COM to automatically deduct the maximum available amount from the contact’s wallet.
- Alternative code will be in the format of a - The identification is shown in the form of an OTP and a token code in a Barcode or QR code format.

Refer to the Reward Schemes and Reward Offers manuals for assistance in setting up rewards for a business.

Publishing

This section includes the portal URL, unique App ID, and version number. The App ID is required when submitting the app to app stores for publishing (if applicable), and the version number enables the app to notify users when a new version is available for download.

CRM.COM will complete and manage these settings on your behalf.

It is highly recommended that you read the Publishing Apps guide to ensure that all the important settings have been configured. It contains valuable information on setting up apps based on business requirements and also includes other important system configurations.

The guide also includes a checklist of the details needed to submit the app to the app stores. Reviewing it in advance will give you time to collect the necessary information and complete the submission form.

CRM.COM team handles the app submission for you.

Request a portal to review

Once the App settings are complete, you can request a portal for review by clicking the Request Portal for Review button. As soon as the portal is ready, we'll send you a link to review it and, if necessary, make adjustments to your app’s appearance or even enable more features. If an app is also required, we will assist you by submitting the app to the stores for approval.

Need some help? If you need assistance with the App settings, please feel free to reach out to us at support@crm.com.

Configuring the Merchant App

The Merchant App is designed to enable Businesses and Merchants without POS integration to submit Purchase Events for Contacts.

A Merchant App can be configured:

By the Service Owner, to service the Businesses of the Service Owner.
By the Business, to service the Merchants/Venues of the Business.

Once the App has been created, select the options button, then View to view and edit the merchant app settings.

There are three main areas to configure:

Appearance - Configure colours for the Merchant app user interface, which is very similar to the Contact App and Contact Portal settings.
Features - Configure the options available to the Merchant app users.
Platform Details - App Store and Google Play publishing details.

Appearance

Set the colours for the Merchant app UI.

Colours

Select the colours to be used. All users (whether business or merchant users) will see the same colour settings.

Background Colour - Select your preferred colour for your landing page (sign-in screen) background.
Primary Colour - This colour will be applied to buttons, text links, and selectable options.
Secondary Colour - Select the colour of the text on the landing page and the dashboard screen.

Features

Feature settings vary slightly, depending on whether the Merchant app has been configured on the Service Owner or Business level.

Service Owner Merchant app configuration

In the screenshot above, the Business Network configuration is visible only because the app is configured at the Service Owner level.

Business Merchant app configuration

App Actions

The selected options affect the spending actions available to the contact via the Merchant app.

CUSTOMER EVENTS

Allow spending by manually entering the desired amount - This option enables the Merchant app user to manually enter the specific amount that the contact wishes to spend from their wallet.
Allow automatic spending - The amount to be spent can be determined either by an OTP provided by the contact (via the contact app or portal) or automatically calculated based on the available funds in the CRM.COM Wallet.
Allow spending the full purchase amount - The entire transaction amount is paid for using the CRM.COM Wallet, which may draw from the contact’s payment method if needed. Funds are first sourced from the Business Commerce Pocket, followed by the Business Pocket. If these balances are insufficient to cover the full purchase amount, then the contact's payment method linked to their CRM.COM Wallet will be charged for the remaining balance.

TRANSACTION RESTRICTION

Allow purchase only if requested spend amount is fully covered from the available wallet balance - This option only appears if either the ‘Allow automatic spending’ or ‘Allow spending the full purchase amount’ options are enabled, and works as follows:
- Enabled - The Purchase Event transaction will only be successfully submitted if the contact’s available wallet funds can cover (pay) for the whole amount of the purchase. If not, then the Purchase Event will fail.
- Disabled - The Purchase Event transaction is submitted, and the system consumes as much of the contact’s wallet funds as possible. The Merchant app will respond with the amount actually spent, and the remaining amount can be paid for by the contact using another payment method, e.g. cash.

Irrespective of the options selected above, if the Purchase Event is successful, the Merchant app will respond with the amount actually spent from the contact’s CRM.COM Wallet.

Platform Details

CRM.COM will manage these settings for you and provide a unique App ID that will be used for publishing the app.

Using the Merchant App

A user can log into the Merchant app with the same email and password they use for the CRM.COM back-end system.

If the user can access multiple businesses, they'll be asked to choose the business they want to submit purchases for.

If the selected business has multiple venues, or if the user is a merchant user, they'll also be prompted to select a specific venue.

Identify & Accept Payments

After logging in, the user will see four main options on the main screen:

Identify - Identify the contact using their CRM.COM Wallet code (a QR code or barcode on the contact app or contact web portal) or a mobile pass card depending on configuration. The purchase is submitted and the contact will get awarded based on active reward offers. No wallet funds are used.
Accept Payment - The contact is identified and fully or partially pays for their purchase using their CRM.COM Wallet funds.
Accept Payment with Gift Pass - Identify the contact using their physical gift card number and complete the payment with the gift card.
Merchant Tools - This option allows the user to see the transactions they have submitted for the day and cancel a purchase based on User Role permissions.

No matter which of the three options are used (Identify, Accept Payment, or Accept Payment with Gift Pass), the contact must first be identified. This can be done by scanning or manually entering one of the following codes in the Merchant App:

CRM.COM Wallet code - Shown as a barcode or QR code in the mobile app, web portal, or Mobile Pass Card.
- On the mobile app and portal: a dynamic 16-digit code.
- On the Mobile Pass Card: a static code (must be configured to display it).
Contact OTP - A one-time code generated from the mobile app, web portal, or Mobile Pass Card (must be configured to show it). Depending on system settings, the OTP may include the amount to be spent (stated by the contact). The contact provides this code to the merchant.
Gift Pass Code - The merchant can scan or enter the barcode from the contact’s physical gift pass.

Merchant Tools

This screen shows the transactions submitted by the logged-in user for the day.

Business users can cancel purchase transactions by swiping left on a specific transaction. When a purchase is cancelled, the associated rewards and spends are also reversed.

To block a user from cancelling Purchase Events, assign them a User Role with the Manage Customer Events option disabled. Navigate to User Roles via Settings > Security > User Roles to do this.