Customers

The customer directory, what a profile holds and where it comes from, and writing to a customer first.

Every role can edit, delete and reach out to customers. See Roles.

The directory

• The directory lists the most recently seen customers, up to 100. Search customers matches names and emails among those.
• Browsers that share an email address fold into one customer, up to 20 browsers per address.
• The display name is their name, then their email, then Customer #12, then Anonymous visitor.
• Every customer gets a number when they first write in. Type #12 in the command palette to open one.

With nobody yet, the page reads No customers yet.

A profile

The header holds their face, name, Verified badge, number badge such as #12, and email. The number badge shows when the heading is a name or an email.

Below the header are Insights, Details and Conversations.

Insights

Median reads a customer’s settled conversations and keeps durable facts about them.

The refresh button reads Generate insights on an empty profile and Refresh insights otherwise. It clears the insights and reads the settled threads in the window again.

To remove one insight, hover it and press the cross, Remove insight. It stays gone until a newer conversation or a refresh brings it back. Deleting a conversation removes the insights learned from it.

The agent carries insights into its replies, and treats Open commitments as promises to keep. It only uses insights learned on the same browser, or under the same verified identity. The customer page shows every insight under the email address.

The same Insights section sits in the inbox details panel.

Details

Name, email and picture come from your site’s user, from the customer typing them in chat, from an email’s From line, from a teammate’s edit, or from a lookup.

Which value wins

• A lookup fills blank fields and updates values an earlier lookup wrote. It never replaces a value from your site, an email, the chat, or a teammate.
• Your site sends user with every message. Its name, email and picture replace older values, including a teammate’s edit.
• When several browsers share an email, the name and picture come from the most recently seen browser that has a name. Company, Title and Location come from the most recently seen browser that has each one. Metadata merges across browsers.

Lookups

Median asks Gravatar and GitHub about each new or changed email address. No setup or key is needed.

Metadata from your site

Pass user.metadata on the widget. Each key shows in Details here and in the inbox, and the agent reads it too.

<MedianSupport
  apiKey="median_pk_..."
  user={{
    name: session.user.name,
    email: session.user.email,
    metadata: { plan: "Scale", seats: "12", signedUpAt: "March 2024" },
  }}
/>

Every widget prop is on Support widget.

Conversations

The profile lists up to 50 of their conversations, newest first. Each row shows the subject, the last message, the thread id, Open, Resolved or Closed, and when it last moved. A row opens the thread in the inbox. With none, the list reads No conversations yet.

Edit a customer

Press the pencil. Edit customer opens.

Each field stops accepting text at its limit.

• Save writes every browser that shares their email.
• A new email moves all of them to the new address, and looks it up again.
• Clearing a field removes it.

Reach out

Write to a customer first. The message starts a new thread.

The dialog closes and opens the new thread.

Where it lands

The line under the dialog’s title says where the message goes.

Customers who only wrote in by email or Discord cannot receive widget messages. Without an email address, or with email support off, they cannot be reached at all.

Who has the thread after

Limits and errors

Plans are on Billing.

Reach out from code

median customers reach-out <customer-id> --body "Your export is ready."

Sending as the agent over the API sends your text as written. No draft step runs.

Delete a customer

Press the trash. The dialog asks Delete Jane Doe? and warns “Permanently delete this customer and all their conversations, messages, and files.”

Deleting removes every browser that shares their email, their insights, their picture, and every conversation with its messages and files. A browser that comes back later starts over as a new customer with a new number. There is no undo.