Documentation / Account and organisations
Customer groups
In short: A customer group is a marker you attach to a customer so that the group is treated differently: colleagues, VIPs, suppliers. Members get a coloured chip in the ticket list and on their customer profile, and for each group you decide whether aishaa analyses their conversations, whether their mail can ever count as spam and whether their tickets count towards the counter on the inbox.
Where to find this
Menu Account > Customer groups. The page has the subtitle Treat groups of customers specially: colleagues, VIPs, suppliers. Members are marked in the ticket list, and a group can keep aishaa out of their conversations.
Who: an Account admin can create, change and delete groups. If you do not have that permission, the page only shows You do not have access to account settings. Linking a customer to a group is possible from the Agent role upwards. All roles that may view tickets see the chip and the filter, so from the Viewer role upwards.
Customer groups apply to the whole account. A group you create therefore applies in all organisations in the account. An account can have up to 50 customer groups.
The Customer groups page (Account menu) with the New customer group button and, for each group, the coloured chip, the button with the number of customers, the status chips AI off, Never spam and Not counted, the email domains and the edit and delete buttons.
What the overview shows
As long as there are no groups yet, it says No customer groups yet. Create one for your colleagues, for example. After that, each row shows:
- The coloured chip with the icon and the name of the group, as it also appears in the ticket list.
- A button {number} customers. Click it to open the contact overview, filtered on this group.
- The status chips AI off, Never spam and Not counted, depending on which switches are on.
- The email domains of the group, each as a separate chip.
- A pencil icon (Edit customer group) and a bin icon (Delete customer group).
Use New customer group to create a group.
Create or change a customer group
- Click New customer group, or the pencil icon next to an existing group (Edit customer group).
- Fill in the fields from the table below.
- Click Save. With Cancel nothing happens.
If saving fails, you will see The customer group could not be saved. Check the name and the domains. A domain can only belong to one customer group.
The New customer group dialogue with the colour picker on the left and on the right the Name, Select an icon and E-mail domains fields and the AI analysis, Never treat as spam and Leave out of the inbox counter switches.
| Field | Meaning |
|---|---|
| Color | The colour of the chip. Choose a colour in the colour picker on the left of the dialogue. |
| Name | The name of the group, for example Colleagues or Suppliers. Required, maximum 50 characters. The name appears on the chip. |
| Select an icon | The icon on the chip. Click the icon in the field to open the list and search using English terms. |
| E-mail domains | One domain per line, for example example.com, up to 25 per group. Below the field it says: One per line. New customers with an address on these domains join the group automatically; existing ungrouped customers are added when you save. |
| AI analysis | On (default): aishaa reads and understands the messages of these customers as usual. Off: aishaa forms no judgement and takes no action on these conversations. Messages are still made readable (e-mail cleaning, transcription), and an agent can always start an analysis by hand. See the section below. |
| Never treat as spam | On: Mail from members and from the domains above is never quarantined, whatever its spam score. See Spam filter and allowed senders. |
| Leave out of the inbox counter | On: Tickets of members do not count towards the number on the inbox. They stay in the list. |
What email domains do
A domain takes effect at two moments:
- New customers: if a new customer comes in with an email address on one of the domains, that customer is given this group straight away.
- Existing customers: when you add a domain and save, all existing customers in the account with an address on that domain join the group, provided they are not yet in any group. A customer who already has a group keeps that group: a deliberate choice by a colleague takes precedence.
A domain that was already in the group does nothing the next time you save. If you remove a domain, the customers already in the group simply remain members.
Put a customer in a group
There are two places where you link a customer to a group. Both open the Choose customer group dialogue.
- From a ticket: open the ticket, click the menu with the three dots in the customer card on the right and choose Customer group….
- From the customer profile: open the profile via Contacts and click the Customer group button at the top.
In the dialogue, choose No group or one of the existing groups, and click Save. You will see the message Customer group updated. A customer is in at most one group at a time.
If there are no groups yet, it says This account has no customer groups yet. An account administrator can create them under Account settings.
Anyone who may handle tickets (from the Agent role upwards) can put a customer in a group or take them out. The change is recorded in the customer’s timeline.
The Choose customer group dialogue with the No group option and below it the existing customer groups as coloured chips.
Where you see the group
- Ticket list: the coloured chip appears on the row of every ticket from a member. The filter panel contains the Customer group filter, with No filter and the groups below it. The filter is hidden as long as the account has no customer groups.
- Contact overview: the chip appears on the contact row, and the filter panel contains the Customer group filter.
- Customer profile: the chip appears next to the name, with the Customer group button beside it.
- Customer card in a ticket: the chip appears with the customer details.
The tooltip of the chip is Customer group {name}, or Customer group {name} · AI analysis off if AI analysis is switched off for that group.
What happens when AI analysis is off
If AI analysis is off for a group, aishaa only does the groundwork on incoming messages from those customers:
- The message is made readable: an email is cleaned up to the actual text and a voice message is transcribed. This keeps the conversation easy to read in the timeline.
- Then it stops. aishaa forms no judgement and takes no action: aishaa does not read the message in and writes no proposal. Because the Message read event does not occur, the workflows waiting for it do not start. Workflows that start on A message comes in do run as usual. See Triggers and events.
- A colleague can always start an analysis themselves with Run analysis again in the ticket, optionally with a note for aishaa. A manual analysis ignores the group and simply runs in full.
- The silent conversation review skips these tickets: aishaa does not check whether a conversation needed a reply after all after a period of silence. See No reply needed and silent conversations.
- There is no satisfaction score and the customer never becomes a candidate for the review email. See Customer satisfaction score and Review email.
No message appears in the ticket itself. The chip on the customer card, with the tooltip Customer group {name} · AI analysis off, is the indication.
Customer groups for agents and customer data
A customer group also works in two other places:
- Conditions on an agent’s tool: on an agent’s page you can restrict a tool with Conditions, including Customer group. The agent then only uses that tool for customers in the chosen groups. See AI agents.
- Automatic merging: aishaa only automatically merges two customers based on data from a connected system if they are in the same customer group. See Account settings.
Delete a customer group
Click the bin icon next to the group. You will be asked Delete the group “{name}”? Its {number} members become ordinary customers again; nothing else is removed. Confirm with Yes or stop with Cancel.
After deleting you will see Customer group deleted. The members only lose their group: their customer profiles, contact details and tickets remain unchanged. From that moment on, the group’s settings no longer apply, so aishaa reads their messages again, their mail passes through the spam filter again and their tickets count towards the inbox counter again. If deleting fails, you will see The customer group could not be deleted.
Good to know
- A customer belongs to at most one customer group. If you want to move a customer to another group, simply choose the other group in Choose customer group.
- Customer groups apply account-wide, just like the contacts themselves. A customer you put in a group has that group in all organisations in the account.
- Leave out of the inbox counter does not hide any tickets. They stay in the list; only the number on the inbox does not count them.
- Never treat as spam works on both the email address of a member and the domains of the group. A sender on such a domain therefore gets through, even if they are not yet a customer in aishaa.
- The Customer group filter in the ticket overview and in the contact overview only appears once at least one customer group exists.
- Every change of group is recorded in the customer’s timeline, with who changed it. See Audit trails: ticket, customer and configuration.