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Manage your customers

Find, add, import and export customers, tag them in bulk, save filtered views, group them into segments and keep notes on each customer record.

Updated 6 min read

On this page

Customers keeps everyone who has talked to your business in one place, with their history on one record. Customers appear here as they message you, or when you add or import them.

Time: about 8 minutes to read

Before you start

  • Every role can open Customers.
  • Owners, Admins and Supervisors can add, import, export, tag and edit customers. Owners and Admins can delete customers in bulk.
  • Agents and Viewers can look at customers but can't change them.

Find a customer

Click Customers in the main menu. The page opens on the Profiles tab. The numbers at the top show Total customers, Active, At-risk and Churned.

  • Type in Search customers… to search the table.
  • The Health filter narrows the list to Active, At-risk or Churned.
  • The Tags filter shows customers with the tags you choose.
  • Click More filters and pick from Add a filter to use other properties, including your own custom fields.
  • Click Reset to clear everything.

Use the columns menu at the right of the toolbar to show or hide columns. If nothing matches you'll see "No customers match these filters".

Click a customer's row to open their record.

Add a customer

  1. On Customers, click New customer.
  2. Enter a Full name and an Email. Both are required. You can also add a Phone, Company, Plan and Country, and switch on VIP customer.
  3. Click Create customer. You'll see "Customer created".

If a required field is empty you'll see "Name is required" or "Email is required". An email that doesn't look right gives "Enter a valid email address". If it fails you'll see "Couldn't create customer. Please try again."

Import customers from a CSV

  1. On Customers, click Import CSV.
  2. Click the box that says Click to upload or drag a CSV here, or drop your file. The first row of the file must be the column headers.
  3. For each CSV column, choose the property it Maps to: Name, Email, Phone, Company, Plan, Country, Lifetime value, Health, Total interactions, or Ignore.
  4. Click Import (it shows the row count, for example Import 120 rows). A progress bar shows how far it has got.

When it finishes you'll see "Imported" and the number of contacts. If some rows failed, click Download errors to get a file listing them. If the import fails you'll see "Import failed". If you drop a file that isn't a CSV you'll see "Please drop a .csv file."

Click Choose another file to start again with a different file.

Export customers

  1. On Customers, click Export.
  2. In Export customers, tick the properties you want. Select all and Clear change them all at once.
  3. Click Export CSV. The file downloads as contacts.csv and you'll see "Export downloaded".

To export only some customers, tick their rows in the table and click Export in the bar that appears.

Tag or delete many customers at once

Tick the boxes at the start of the rows. A bar appears at the bottom with the number selected and these actions:

  • Tag…: choose Add tags or Remove tags, pick the tags, then click the button at the bottom of the window, for example Add 2 tags.
  • Export: downloads the selected customers.
  • Delete: opens a confirmation. Delete permanently removes the customers and their contact records. There is no undo. Conversations and history tied to them are not removed.

Save a view

When you've set up filters you want to reuse, click Save view next to the filters.

  1. Click Save view.
  2. In Save current view, enter a Name, for example "VIP at-risk".
  3. Choose Shared with team or Just me.
  4. Click Save view. You'll see "View saved".

Saved views appear as buttons above the table. Click one to apply it, and click it again to clear it. While a saved view is on, change the filters and click Update view to save the change. Click the x on a view to delete it. This removes it for everyone it's shared with.

Group customers into segments

A segment is a group of customers that match rules you set.

  1. On Customers, open the Segments tab.
  2. Click New segment.
  3. Enter a Name and a short description.
  4. Add rules. Each rule is a property, an operator and a value. Click AND or OR between rules to change how they combine.
  5. Watch the size under the rules. It counts the matching customers as you work.
  6. Click Create segment. You'll see "Segment created".

Each segment appears as a card with its rules, its number of customers and when it was last updated. Click the ⋮ on a card (Manage segment) to see its members, then Edit or Delete it. Deleting a segment doesn't affect the customers in it. Click the card itself to filter the table by the segment's Plan, Country and Company rules. You'll see "Showing customers in" and the segment's name. Other rules aren't applied to the table, so use Manage segment to see exactly who is in the segment.

A customer's record

Open a customer to see their record. At the top you'll find their contact details, Email and Add note buttons, and figures including Conversations, Health score, Last contact and Customer since.

The tabs are:

  • Overview and Activity: a summary and a timeline of what has happened.
  • Conversations: their conversations with you.
  • Surveys: the ratings they've given.
  • Notes: internal notes about the customer. Write one in Write an internal note…. Only the note's author can edit it, and only the author or an Admin can delete it.
  • Properties: their details and your custom fields. You can edit values here and remove a custom property's value.
  • Memory: what your AI agent remembers about this customer, shown under What the AI agent remembers. Clear memory makes the AI agent forget everything it has learned about the customer across every conversation. It can't be undone. It doesn't touch their contact record, notes or conversation history.

Troubleshooting

"Couldn't load customers" Something went wrong loading the list. Try again.

The Import CSV, Export or New customer button is greyed out Your role can't do that. A tooltip says "You don't have permission to import customers", "export customers" or "create customers".

"Failed to create segment" Check the name and rules, then try again. A segment needs a name ("Segment name is required").

"Couldn't delete these customers. Please try again." Try again. If some were deleted you'll see how many succeeded and how many failed.

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