# Choose the conversation's customer on WhatsApp

> Tell Dri the quote's customer by name, CNPJ or ERP code, switch to another one and see what to do when she finds none or more than one.

Source: https://vendria.com/en/ajuda/escolher-o-cliente-na-conversa

## What it is

The conversation's active customer is what decides the **price**. With them selected, the
negotiated discount goes into everything that comes next on its own: price lookups,
quotes and lists. Without them, everything comes out at price table price.

It works the same on WhatsApp and in the **Dri chat**, inside Vendria.

## How to ask

Say the customer together with the word customer or buyer, by name, by CNPJ or
by code: *"change the customer to BAZAR MODELO"*, *"the customer is BAZAR
MODELO"*, *"set BAZAR MODELO as the customer"*, *"change the customer to
11.222.333/0001-81"*, *"change the customer to 43"*. Dri searches by name,
phone, CPF, CNPJ or customer code.

Use a verb (change, set, is). The word customer on its own followed by a name
or CNPJ, such as *"customer BAZAR MODELO"*, may be read as a question about
that customer in your portfolio, and then Dri answers about them instead of
choosing them.

It also works when creating the quote, in the same message as the items: *"order 10
AB10371 for the customer BAZAR MODELO"*.

Write the name as it is in the records (usually in capital letters, as
it comes from the ERP). When the name does not resolve it, send the CNPJ or the code: both match
exactly, without depending on spelling.

On a document with a legible CNPJ, it selects the customer on its own when reading the file.

## By CNPJ

The 14-digit CNPJ, with or without punctuation, matches exactly against the record, the
head office or a branch. It is the safest way to choose the customer: it does not depend
on spelling and does not confuse two customers with similar names.

If the CNPJ belongs to your own company, Dri does not link it and says why: *"That
CNPJ belongs to your own company, not a customer, so I didn't link it as the
buyer."*

## By customer code

The code the customer has in your company's ERP works for choosing the customer
in the conversation. To switch, *"change the customer to 43"* is enough. Inside an
order, write the word customer before the number: *"quote for customer
43"*. Dri reads the code in the forms *"customer 43"*, *"customer code 43"*,
*"customer with code 12345"* and *"customer: code 1234"*.

- **Numbers only.** With dots and a dash, the number is read as a CPF or CNPJ, not as a
  code.
- **A number followed by a unit is a quantity.** In *"for the buyer 5 boxes"*, the 5
  is a quantity, not customer 5.
- **Which codes count:** the code that shows in the ERP, the record code, the
  branch code and the customer number in Vendria. The ERP's takes precedence. In
  Bling, the customer's identification number also counts.
- **With the items in the same message:** *"quote for customer 1234 with 2 boxes
  of AB10298"*. Without items, Dri selects the customer and asks for the items.

When the same code exists in two stores, Dri does not choose: it warns that the
code exists in more than one record, that they are different customers, and asks
which one you mean. To avoid the question, say the store along with it: *"customer 43 from Casa
Modelo"*.

A customer who has not yet been brought from the ERP into Vendria: where ERP search
is turned on for your store, Dri asks the ERP and brings the customer on its own.
Where it is not turned on yet, Dri only finds those already registered in Vendria.
In that case, bring the customer in on screen (see [The quote's customer: identify, set and change](/en/ajuda/o-cliente-da-cotacao)) or talk to your store's administrator. Turning that search on
is a rollout done store by store, not a defect in your record.

## When the name fits more than one customer

Dri does not choose for you: it replies *"I found N of your customers with…"*, with the
numbered list, and each line has the neighborhood, the city and the CNPJ, when the
record has them.
Nothing is saved before your answer. Reply with the list number or with the
full name as it shows there.

⚠️ One exception: if a record has **exactly** the name you wrote,
Dri keeps it without asking, even if there are other similar ones. With *"change the
customer to BAZAR MODELO"*, it picks BAZAR MODELO, not BAZAR MODELO
CENTRO. Always check the name on the **Buyer:** line of the reply. If it is another one,
write the full name (*"change the customer to BAZAR MODELO CENTRO"*) or send
the CNPJ.

## What Dri shows about the chosen customer

Below the **Buyer:** line, the reply brings the customer's card, one line per
piece of information, and only the ones the record has:

- the **legal name** and the **trade name**, when they are different;
- the **CNPJ** (or the **CPF**, for an individual customer) and the **State**;
- the **ERP code**, with the connection name when there is more than one, and the warning
  when the customer is blocked in the ERP;
- an **ICMS-ST per store** line, among your company's stores whose ERP calculates
  ST in the list. It says **in which stores** ST comes out calculated for this customer and, in the
  others, why it does not: the customer does not yet have an approved record in that
  store's ERP (and then the value is an estimate from their tax data), has no record
  there at all, or has a CPF and that store's ERP only calculates it for those with a CNPJ. A store
  where ST comes out calculated promises nothing for the others.

That card is how you check whether Dri picked the right customer before moving on — and,
when the list is of products from more than one store, in which stores ST will come out.

## "Now for X" on a quote already built

With a quote already built, *"now for BAZAR MODELO"* makes Dri ask what
you want, because the sentence *"could mean two things"*: change (or, if the quote
has no customer yet, set) the customer of this quote, or open a new order
for them. It asks instead of deciding because changing the customer redoes price,
discount and payment terms. Reply with the whole sentence, with the name: *"change the customer
to BAZAR MODELO"* or *"new order for BAZAR MODELO"*.

## Selecting later also works

If the quote already exists and you only assign the customer then, the document **is
recalculated**: the customer is saved on the quote, the discount is resolved again
(the organization's default plus that store's adjustment) and the total is redone. The
reply has the line **✅ Current order updated with this buyer.**

In other words: there is no required order. You can start with the product and name the
customer at the end.

Two situations in which **no** change happens to the quote, even with the customer chosen:

- **A sent proposal waiting for the customer.** Dri replies with the
  **Buyer:** line but without the **✅ Current order updated** line, and the quote
  keeps the previous customer. To change its customer, open the quote
  on screen and change the customer there: it goes back to editing after the notice (see
  [Edit a sent proposal: reopen, revise and resend](/en/ajuda/retomar-uma-proposta-enviada)). To make another identical proposal
  for another customer, duplicate the quote (see [Duplicate and revise a quote](/en/ajuda/duplicar-e-revisar-uma-cotacao)).
- **No quote open.** The chosen customer applies to the next actions in the
  conversation: the next quote, list or price lookup already comes out with them.

## Change or clear

Say the other name to switch (*"change the customer to BAZAR MODELO CENTRO"*).
To go back to price table prices, ask to clear the customer: Dri replies
**No buyer selected (no discount)** and the next actions start coming out
without a discount.

## See who is in your portfolio

Ask *"who are my customers?"* and it lists the ones assigned to you. With
a name, phone, CPF, CNPJ or code along with it, it searches within your portfolio.

## A customer who is not in your portfolio

These are two different cases, and the way forward is different for each.

**The customer exists, but belongs to another seller.** Dri does not link them, warns you and continues
the quote without a customer, at price table price. By CNPJ it says *"The customer with this
CNPJ is outside your portfolio: link not applied."*; by code, *"The customer
with code 43 is outside your portfolio: link not applied."* Whoever changes the
portfolio is your company's administrator.

**The customer has no record.** The administrator registers them. You can ask for
the registration through the conversation, and Dri notes the request. ⚠️ That request shows up in
**Actions**, as a **Cust. request** action, but there is no approval queue
and no notice: it does not reach the administrator on its own, and the CNPJ you gave in the
conversation does not go along. For the registration to happen, talk directly to the
administrator. Dri does not assign a customer to itself. See [Request the registration of a new customer](/en/ajuda/pedir-o-cadastro-de-um-cliente-novo).

**To know which of the two cases you are in, search by CNPJ.** By CNPJ (and
by code), Dri tells "another seller's" apart from "no record". By name,
almost never: a customer from another portfolio and one that does not exist get the same
reply, *"Buyer '…' not found."*

## When it goes wrong

- **"Buyer '…' not found."**: Vendria did not find that name in your
  portfolio (nor did the store's ERP, where ERP search is turned on). Try the name
  as it is in the records, the CNPJ or the code. The reply brings the link to your
  **Customers** list.
- **"This customer is in another seller's portfolio: link not applied."**:
  the ERP found the customer by name, and they belong to another seller. Talk to the
  administrator.
- **"I didn't understand what you want me to do with «…» in this order"**: the sentence
  was not read as a customer change. Rewrite it with *"change the customer to
  BAZAR MODELO"* or with the CNPJ.
- **I sent only the CNPJ and the word quote, without items, and it wasn't understood**: a
  message that asks for the quote and brings only the CNPJ may still fall into *"I didn't
  understand…"*, and the photo sent right after comes out without a customer. For now, send the
  CNPJ in the same message as the items or in the photo's caption, or, with the quote already
  built, write *"change the customer to 11.222.333/0001-81"*.
- **I confirmed "Can I assume 1 box of each and build the quote?" and the
  customer disappeared**: on this
  path the CNPJ written in the first message may be left out, and the reply
  says **Buyer not identified**. Send *"change the customer to"* followed by the
  CNPJ.
- **"I didn't find the customer with code …, and the quote was left without a buyer"**: the
  code read does not exist in the records. Check the number, or send the name or the CNPJ.
- **"Code … is your own company's record"**: the number is your
  company's in the ERP, not a customer's.

## What "my customers" means

It depends on where the answer comes from, and there are two different bases: the one **mirrored in
Vendria** (the buyers assigned to you in here) and the **ERP portfolio**
(the sales rep's real portfolio, read live). The second is usually much
larger. When the number surprises you, that is the distinction that explains it.

Listing and searching your Vendria buyers always works, and reading the
ERP portfolio (*"who hasn't bought in 60 days?"*, *"my customers by
state"*, *"who bought product X?"*) does too. See
[Ask about my customer portfolio on WhatsApp](/en/ajuda/minha-carteira-de-clientes-pelo-whatsapp).

## Common questions

**Do I need to choose the customer before sending the items?** No. You can name the
customer at the end: the open quote is recalculated with their discount.

**How do I change the customer of a quote I already built?** Write *"change the customer
to"* followed by the name, the CNPJ or the code. The line **✅ Current order
updated with this buyer.** confirms that the quote changed.

**What if there are two customers with the same name?** Dri shows the numbered list,
with neighborhood, city and CNPJ, and waits for your choice. If the name you wrote
is exactly one of theirs, it keeps that one: check the **Buyer:** line.

**Can I use the CNPJ or the customer's ERP code?** Yes. Both match exactly,
without depending on spelling. The code only triggers a question when it exists in more than one
store: say the store along with it.

**Why did Dri say the customer wasn't found if they exist?** Either they
are in another seller's portfolio, or the name is written differently from the
record, or they have not yet been brought from the ERP into Vendria. Search by CNPJ:
that way Dri says whether they belong to another portfolio.