THE ESSENTIALS

CRM.COM Apps are no-code, fully brandable, customer-facing apps that businesses configure from the back end and offer to their contacts. They include a native mobile app, a web portal, and supporting gateways, providing a seamless self-service experience.

With CRM.COM Apps, contacts can register, manage their profile, and, most importantly, access their CRM.COM Wallet for frictionless check-ins, spending, ordering, and one-click payments using QR codes or OTPs, both in-store and online.

Everything is configured and branded from the back-end without writing a single line of code. Businesses that prefer a fully custom front-end can instead build their own apps using the CRM.COM self-service Web APIs, while keeping it dynamic and driven by the same back-end settings.

Who this manual is for - three roles

🔧 Configurator - Creates and brands apps, enables features and modules, sets up authentication. Works in Settings > Platform.

🖥️ Operator - Uses the Merchant App day-to-day to identify contacts, accept payments, and manage transactions.

🔗 Integrator - Builds a custom front-end using CRM.COM’s self-service Web APIs. This manual explains the concepts and provides links to the Integrators Hub and Self-Service APIs for full flow and code examples.

Key Concepts

App Types

CRM.COM offers three different app types, each tailored to a different need. The app Type is chosen at creation and can’t be changed thereafter: Consumer App, Merchant App, or Captive Portal. The type determines which configuration sections appear and how the app behaves.

Apps created before the unification (CONSUMER_APP V2, and the older NATIVE/WEB) remain viewable and editable but can no longer be created.

Consumer App replaces Contact App & Contact Portal. CRM.COM has unified the previously separate Contact App and Contact Portal into a single Consumer App. Existing apps built on the old configuration remain fully accessible and editable, but all new apps use the new Consumer App type.

For businesses looking for a more streamlined front end, consider Landing Pages and Mobile Pass Cards.

The App = Mobile App & Web Portal

A single Consumer App configuration drives both the native mobile app and the web portal - the same branding, features, and behaviour apply to both. The portal is available by default, the mobile app is optional and requires publishing to the app stores (a process CRM.COM can handle on the business's behalf).

Wallet, Check-In & Spend

The CRM.COM Wallet is the heart of the Consumer App. There are two related contact actions at the point of sale:

• Check-In - Identification purposes only. The contact scans/presents a QR or barcode so the business can submit the purchase against them and grant awards. No wallet funds are spent.

• Spend - The contact authorises use of their wallet funds via a short-lived OTP or token code, to (fully or partially) pay for a purchase.

The wallet exposes three pockets to the contact - the CRM.COM Pay Pocket (own cash, spendable anywhere), the Business Pocket (store credit), and the Commerce Pocket (rewards balance, spendable under conditions). For more details, see the CRM.COM Wallet and Customer Events manuals.

Shortcuts vs Features

A clear distinction worth understanding before configuring:

• Features switch a capability on or off in the app (e.g. "Allow Top-Ups", "Allow contacts to raise Service Requests"). Some are mandatory (locked) and cannot be disabled.

• Shortcuts are the Home screen entry points to those features. A shortcut can be renamed to match the business's language, and only appears if its underlying feature is enabled - except locked shortcuts, which always show.

Managing the Apps

🔧 Primarily: Configurator

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

Creating a New App

Select + Create App and provide:

• Name - The app's name, used within the app to refer to the business.

• App Type - Consumer App, Merchant App, or Captive Portal.

• Description - Optional, for internal use only.

After creation, open the app (via the options button ⋯ > View) to configure it. The sections available depend on the app type.

Configuring the Consumer App

🔧 Primarily: Configurator

Opening a Consumer App presents four cards, each one is a configuration section. Some options are pre-set but editable, whilst others are mandatory (locked - always enabled). Feature changes apply dynamically the next time the app launches.

Identity & Profile

Basic

• Name - The app name (internal). Required.

• Brand Name - The business's branded name shown throughout the app (Wallet Analysis tooltips, Marketing Preferences, Locations). Falls back to the CRM.COM business name if empty.

• Description - For internal use only.

About

Set the legal and communication content contacts can read from the app. Sections: About, Terms & Conditions, Privacy Policy, FAQs, and Contact Us.

• For About, Terms & Conditions, Privacy Policy, and FAQs, each has a URL / Rich content toggle:

  • off - point to an existing page by URL (opens in an embedded browser)

  • on - author the content directly in a rich-text editor.

• Terms & Conditions and Privacy Policy offer a Use default option that loads a reviewable default template - make sure you read it and update it with your business details.

• Contact Us provide business contact information - Email, Phone (country code & number), and Website.

Marketing

Configure the image links shown in the Explore More! area at the bottom of the Home screen. Each opens its URL in an embedded browser.

1. Enable the Embedded Browser Links toggle.

2. Add one or more links, each with a Title, URL, and Image (JPG/JPEG/SVG/PNG/WEBP, 1:1, 128 × 128 px, ≤ 5 MB). Links are drag-and-drop reorderable.

3. Optionally add translated titles per link with + Add Language (languages come from Settings > Platform > Languages, English is always first).

Shortcuts

Shortcuts are the Home-screen entry points to features grouped under the Quick Actions sidebar option. Each can be renamed, reordered (drag and drop), and translated per language. A shortcut appears only if its underlying feature is enabled - except locked (🔒) shortcuts, which always show.

Appearance

🔧 Configurator - These settings apply to both the web portal and the mobile app. On a published app, appearance edits (specifically in Customisation) go through a review workflow before going live - see The Customisation Review Workflow below.

Colours & Fonts

CRM.COM's theming has moved well beyond a few colour pickers. The Brand Theme editor offers two modes via a toggle:

Visual editor

• Colours & Font (always shown):

  • Primary Colour - buttons, link text, selected tabs and icons.

  • Secondary Colour - selected buttons, icons and options.

  • Font - San Francisco, Roboto, Helvetica, Open Sans, Poppins, Georgia, or Gilroy.

• Advanced (optional, for fine brand control) - provides access to the full set of design tokens for advanced customisation. This option is intended for experienced. If you need assistance, please contact us, and we will do the fine-tuning for you.

Paste CSS - paste a full stylesheet into a code editor for complete control. Hand-edited CSS becomes authoritative and is reflected back into the visual fields. You can Download CSS (theme.css), Revert to default (clears the custom stylesheet but keeps brand colours), or reset back to the visual editor.

App Mode

Choose Light mode (white background, using your primary and secondary colours for text) or Dark mode (dark background, using your primary and secondary colours for text. When dark mode is on, the theme emits dark-skin overrides so your brand tokens win over the app defaults.

Creatives

Upload the app's images (each with format/aspect guidance enforced in the uploader):

Customisation

🔧 Configurator - The Customisation studio is the no-code layout engine for the app. It lets you compose screens, control the registration form, add whole custom pages, and drop in custom-code blocks - all with a live phone preview. It is organised into three groups:

Bottom navigation - compose the app's core screens:

• Home - a drag-and-drop, show/hide list of Home components: Banner (pinned top), Wallet Section, Offers & Promotions, Homepage Actions, Shop Now, Premium Subscription Service, Recommendations, Reward Pools, Explore More, and Bottom Navigation (pinned bottom). Some components are feature-gated (e.g. Shop Now needs ordering enabled, Premium Subscription Service needs a subscription service selected in Features). Custom-code blocks can be inserted between components.

• Wallet - reorder the wallet screen components (Wallet Balance, Wallet Section, Wallet Actions, Reward Pools). Reorder-only - components can't be hidden.

• Offers - choose the app's second bottom-nav slot: Offers or Shop (Shop requires ordering or an e-shop marketing link). Then pick an Offers layout skin (Option 1–4) or Custom (a code editor for the whole Offers screen). This replaces the standalone "Skins" tab from earlier versions.

Onboarding

• Registration - a draggable list of profile fields (Email, Phone, Gender, Date of Birth, Name Day, Language), each with Show/Hide and Mandatory toggles, plus optional custom-code blocks. Fields already captured at sign-in are excluded automatically.

Advanced

• Custom Pages - author whole standalone pages (each with a URL slug, a hide toggle, and a code editor), reachable at /custom-page/<id> within the app.

The Customisation Review Workflow

Because Customisation can include custom code, changes to a published app do not go live on their own - a CRM.COM user must review and approve them first. Edits are saved to a draft and follow this cycle:

• Save draft keeps your changes without submitting them.

• Submit for Review sends the draft to CRM.COM, the section shows a Pending review badge. The changes remain off the live app until approved.

• A CRM.COM user reviews the submitted changes and either approves or rejects them. On approval, the draft becomes live. On rejection, the draft shows the reviewer's comment, and you can amend and resubmit, Reset, or Withdraw it.

• A Live App vs Pending Changes switcher lets you compare the current live layout (read-only) against your pending changes; custom-code blocks are badged as new or edited versus live.

The review/approval screen is available only to CRM.COM users. For an unpublished app, the customisations are still reviewed by a CRM.COM user - as part of the process of publishing the app for the first time.

Features

🔧 Configurator - Enable and configure the CRM.COM modules available to contacts. Some options are locked (mandatory), others reveal further settings or depend on a prerequisite (e.g. a payment gateway).

Features with a lock symbol 🔒indicate that they are mandatory and can’t be disabled.

Contacts

• Contacts will be identified using their CRM.COM Wallet code, in [x] format - Barcode or QR code, used at the POS for Check-In.

• Allow registration of new contacts - enable self-registration in the app.

• Allow reactivation of accounts terminated due to inactivity - let returning contacts with an inactive account reactivate.

• Display the ‘existing customer’ question during registration (registration only) - ask whether the person is an existing contact (e.g. may have been imported from a third-party system), if so, they verify with an OTP before creating credentials.

• Supported profile details - let contacts enter birthday, gender, and/or name day (usable for profile-completion Reward Offers and segmentation).

• Contacts will see the following product recommendation types on their home screen - customise the types of products to show on the home screen. The first three options are set by default and will be used if the user doesn't specify any.

  • Best Selling - Popular products frequently purchased by contacts

  • Commerce Pool - Products contacts can purchase with their Commerce Pool funds

  • Reward Offer and Promotion - Products available through the contact’s eligible reward offers and promotions

  • Trending - Products with rapidly growing sales over the past two weeks

  • Try Something New - Products matching the contact’s tastes that they haven’t purchased yet

  • Recommended for You - Products personalised to the contact’s purchase history

• Contacts based in the following countries (of agreement) can use the app - restrict app access to contacts in specific countries (defined under Settings > Platform > Generic > Countries).

• Default app language - the launch language (contacts can switch), options include English, Greek, Russian, Turkish and Vietnamese).

CRM

• Allow contacts to raise Service Requests? - let contacts raise service requests. You must also configure app settings on each Service Request Queue used.

Finance

• Passes

  • 🔒 Redeem Pass - redeem passes into the Business or Commerce pocket. Choose redemption by Code (always) and/or PIN.

  • Allow pass redemption during registration - require a pass code at sign-up.

• CRM.COM Wallet

  • Allow Top-Ups (requires a payment gateway) - define per-currency recommended top-up amounts.

  • Allow Payouts (requires a payment gateway supporting payouts) - pay automatically-redeemable reward offers out to the contact's preferred payment method.

  • 🔒 Allow Transfers - community owners transfer funds to members and members can request money from the owner.

• Account

  • Show Account Analysis - enable the Account Analysis option to display transactions (credit and debit) affecting the Contact's account.

• Payment Methods

  • Allow contacts to add and manage payment methods - select the supported Payment Gateways (grouped as account debits, cards, wallets, account-to-account) and/or the CRM.COM Wallet Gateway. Enable the CRM.COM Wallet Gateway so contacts can pay from their CRM.COM Pay Pocket.

Orders

• Supply methods - enable Pick-up, Delivery, and/or Direct Sale, each with an optional (recommended) order queue.

• Allow contacts to add a note for each product ordered - typical for food & drink.

• Let contacts specify if they accept product substitutions when items are unavailable - let contacts permit substitutions on ordered products.

• Preferred organisation orders - let contacts pick a favourite location, suggested on each order.

• Support explicit order catalogues - restrict which order catalogues contacts can use for ordering.

• Allow contacts to pay for their Orders using funds from their CRM.COM Wallet - pay orders from wallet funds, optionally only when Wallet funds must cover the full basket amount.

Subscriptions

Applicable to businesses offering subscription services.

• Subscription actions - which subscription actions contacts can perform, choose from Change billing day, Change payment method.

• Service actions - which service actions contacts can perform, choose from Activate, Pause, Resume, Change, Regret, Cancel.

• Allowed changes in scheduled actions - which planned actions contacts can modify (Update, Cancel).

• App subscription service - select a subscription service to feature, this drives the Premium Subscription Service component on the Home screen.

Customer Events

• Contacts can reclaim their purchases - Customers can reclaim a purchase they have made by scanning a receipt barcode or entering a transaction code, which they receive at the point of sale (POS). This must be done within 72 hours to be eligible for rewards. This process allows contacts to earn rewards for their purchases.

• Support reward tiers - show tier, earned units, and units to next tier, set a tier value unit label (e.g. Miles).

• 🔒 Contacts can refer their friends and family - via Email or Phone, choose the referral communication channel (ensure communication integrations are set up).

• 🔒 Support contact spending using an OTP and an alternative code? - the Spend flow. Choose whether the contact sets the Amount to spend, and the alternative token code format (Barcode or QR code).

Publishing

🔧 Configurator / 🔗 Integrator - Portal and store details. Most fields are read-only and completed by CRM.COM on the business's behalf.