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Customer List

"Know Your Customers Better!"

Manage every contact that interacts with your business – whether they reach out first or you do.

Purpose

The Customer List module in Surbo Chat acts like your contact management hub. It logs every number added via admin, agent, or customer-initiated actions. It keeps a detailed record of their interaction history and which agent they’re mapped to — making customer handling faster, smarter, and more personalized.

Key Fields Explained

  • Channel Name: The channel through which the customer interacted — WhatsApp, Web, RCS, etc.
  • Alias Name: An alternate name assigned to the number (e.g., John Doe - Support).
  • Identifier: The primary ID of the customer (e.g., WhatsApp number).
  • Category: Business-defined customer types like Platinum, Gold, or Silver.
  • User Type: Flags customers as Regular or Prime. (Also visible on the chat window).
  • Group / Agent: Displays the group/agent the number is currently mapped to.
  • UID: A custom field for internal IDs (e.g., Customer ID, CRM ID).
  • Status:
    • Contacted: Customer replied to agent.
    • Awaited: Message sent, but no reply.
    • Not Contacted: Number added, but no push or message sent.
  • Source Upload: How the number was added: via Excel, API, WA Push, or user-initiated chat.
  • Created On: Date the number was added.
  • Last Updated: Most recent interaction or update on the number.
  • Push Count: Total WhatsApp pushes sent to this number (limit defined by Admin).
  • Action: Update contact details, or remove agent mapping directly.

Filters for Smarter Sorting

Filter your customer database by:

  • Date range
  • Category
  • User type (Prime/Regular)
  • Status (Contacted, Awaited, Not Contacted)
  • Agent/Group

How to Add Customers

Click on +Customer > Choose either:

  • Excel Upload: Download the sample sheet, fill required fields, upload.
  • API Integration: Surbo Chat will auto-fetch customer data via client API.

Other Smart Actions

  • Assign Chat: Select customer(s) > Click “Assign Chat” > Map to a desired agent. The number will now appear in the agent’s chat window.
  • Assign Agent via Excel: Use Excel sheet to bulk-assign numbers to agents.
  • View Contact Report: Generate and download report of all customer list contacts.
  • Remove Contact: Completely remove the contact from Surbo.
  • Remove Mapping: Retain the number, but unmap it from the assigned agent.

Pro Tips

  • Use Category to plan special offers. E.g., Gold customers can get early-bird promos!
  • Keep Push Count in check to stay compliant with your daily or monthly limits.
  • The UID field can be leveraged for any CRM linkages or ticket traceability.
  • Use Source Upload filters to track which campaigns brought in the most contacts.