Customer groups

Customer groups let you segment your customers into named cohorts you define yourself. Unlike companies or tenants, which map to who a customer works for, groups are free-form: you create them for your own operational reasons, and a customer can belong to more than one at the same time.

The most common case is when you need a cross-cutting slice of your customer base that has nothing to do with company structure. A beta tester at Acme Corp and a beta tester at Initech belong to different companies but the same group.

When to use them

Some examples of how teams use groups in practice:

• Beta programs, to flag customers trialing a feature before it goes generally available
• VIP or strategic accounts that need faster response times or a dedicated agent
• Pilot cohorts in a structured onboarding or evaluation period
• Internal test users, so your own team's threads don't pollute your queue metrics
• Language or regional segments, to route threads to the right agent
• Churn-risk accounts flagged by your CSM team

Setting up groups

Go to Settings → Customer Groups. Each group has a name (shown in the UI), a key (a short slug used to identify the group in the API, like beta-testers), and a colour for the sidebar.

Adding customers to a group

There are three ways.

Manually from a thread: open the thread, find the customer panel in the sidebar, and use the group picker.

Via workflow rules: add "Add customer to customer group" as a workflow action. You can then automatically group customers based on triggers, like tagging anyone who contacts you through a specific Slack channel, without writing any code.

Via the API: the addCustomerToCustomerGroups mutation assigns a customer to one or more groups in a single call. Teams typically use this to keep group membership in sync with an external system, like updating groups whenever a plan changes in a billing platform. See the API docs for the full setup.

Filtering threads by group

Each group shows up in your sidebar as a named filter with a live count of open threads. If you want to focus on all open tickets from your beta cohort, it is one click.

Deleting groups

You cannot delete a group that still has members. Remove all customers from the group first, then delete it from Settings.