Customer List and Segments
The Customers screen brings together everyone who has contacted your team in a single list: visitors who message via live chat, people who reach out through message channels and email,…
On this page
- Accessing the Screen
- Pre-built segments
- Using the List
- Search
- Filters
- Add a New Customer
- Creating Your Own Segment
- Dynamic segment
- Manual section
- Managing the segment
- What You Can Do with Selected Customers
- Frequently Asked Questions
- The segment I saved the link to says, "This segment no longer exists."
- Why is the number of people in my dynamic segment changing?
- Related articles
The Customers screen consolidates everyone who has contacted your team into a single list: visitors who chat with you in real time, people who reach out via messaging channels and email, and records you’ve added manually. You can search and filter the list, save frequently used views as segments, and add customers to segments in bulk.
- CustomersOpen the full customer list
- CompaniesThe organizations your customers belong to
- Customer ProfileAll information about a single person
Accessing the Screen
When you click the "Customers" icon on the left sidebar, a panel opens next to it. In the "People" folder of the panel, predefined segments are listed first, followed by the segments you’ve created, along with their counts. The "Companies" folder in the same panel takes you to the list of companies.
You need the "View customer records" permission to view the list. You need the "Create and edit customers" permission to add customers or create and edit segments. Permissions are managed from the Team › Permission Groups screen.
Pre-built segments
These segments are predefined in every workspace; they cannot be deleted or renamed. The counter on the panel is calculated using the same criteria as the set displayed in the list.
| Segment | Who is it for? |
|---|---|
| All customers | Everyone on the list |
| Verified | Customers with verified email addresses |
| Visitors | Users with unverified email addresses |
| Active | Customers who have had an active session in the last 10 minutes |
| New | Records created in the last 7 days |
| Suspended | Suspended customers |
Using the List
The table contains the following columns: User (name and email), Company, Country, Last Active, Created, Page Visits, and Conversations. You can sort by country, last activity, creation date, number of visits, or number of conversations by clicking on the column header. For customers currently on your site, the "Last Active" cell displays "Active" with a green dot.
Search
The search box in the customer section searches for name, email, and phone number. When searching by phone number, enter at least three digits; spaces, hyphens, and parentheses do not matter.
Filters
You can add the following filters using the "Filter" button: Returning Visitor, Number of Visits, Creation Date, Company, Browser, Device, Platform, City, and IP Address. Any custom attributes you’ve defined for your customers will also appear in the filter list. Each applied filter appears as a chip below the search box.
People without names appear in the list with their email addresses; if they don’t have an email address, they appear as “Visitor.” This is typically a record created by the live chat widget for a visitor who hasn’t yet identified themselves.
Add a New Customer
- New Customer — Click the button in the upper-right corner of the page; the form will open on the right.
- Email — This field is required. It is used to match incoming emails to this person and to send the support portal login link.
- Name and Phone Number — Optional; can also be added later in your profile.
- Add Customer — Creates a record. If the same email address is already in the list, a new record will not be created, and the warning "This person is already on your customer list" will appear.
There is no password for customer registration. If your customer needs to log in to the support portal, you can send them a login link from the Actions menu in their profile.
Creating Your Own Segment
There are two types of segments:
- Dynamic → A combination of a filter and a search. Customers who meet the criteria are automatically added to and removed from the segment.
- Manual → You select the members; people are added from the list or from the customer profile.
Dynamic segment
- Filter — Enter a search term in the list or apply a filter.
- Save as a segment — Click the button that appears in the upper-right corner when a filter or search is active.
- Name it — Enter a name of up to 80 characters in the "Segment Name" field and click "Create." The segment opens and appears in the panel.
If you change the filters while inside a dynamic segment, the "Update Segment" button appears. If you leave the page without clicking this button, the segment definition will not change.
Manual section
- Click the + button next to the "People" folder in the panel, and select "Manual" as the segment type. (The "Dynamic" type can only be selected when a filter or search is active in the list.)
- Or select customers from the list and click “Add to Segment.” In the form that opens, you can select one of the existing manual segments or create a new one using the “New Segment” option in the same step.
- You can also add a single customer from the Segments tab in their profile.
To remove a person from a manual segment, open the segment, select the person, and click "Remove from Segment," or click the X on the segment icon in their profile.
You cannot manually add a person to a dynamic segment, and you cannot change a segment’s type after it has been created. If you selected the wrong type, delete the segment and recreate it.
Managing the segment
When a segment is open, the "Rename" and "Delete Segment" buttons appear in the upper-right corner. Deleting a segment does not delete the customers within it. You cannot create two segments with the same name, and there can be a maximum of 100 segments in a workspace.
What You Can Do with Selected Customers
When you select one or more rows in the list, the filter bar turns into an action bar: Add to Segment, Remove from Segment (when in manual segment mode), and Merge (if exactly two people are selected). The menu at the end of each row includes the options View, Start Call, and Merge with Another User.
Frequently Asked Questions
The segment I saved the link to says, "This segment no longer exists."
The segment has been deleted. You can return to the list by clicking the "All Customers" button.
Why is the number of people in my dynamic segment changing?
Members of a dynamic segment are not retained; each time the segment is opened, everyone who currently meets the filter criteria is listed. For example, a segment containing the "New" criterion automatically removes users who have been there for seven days.