Help CenterThe Customers section is divided into Real-time customers and Contacts, making it easy to navigate and quickly access the information you need.
Real-time
Use Real-time data to check the current traffic on your page. You can see who is browsing, waiting for a reply, chatting, or being supervised. The view updates continuously, allowing you to monitor activity on your page as it happens.
What you can see in the Real-time section
We prepared seven pre-defined segments, each showing visitors involved in specific activities:
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All customers - displays all visitors currently on your website.
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Chatting - lists visitors who are currently in an active chat with agents.
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Supervised - displays chats that you are currently supervising.
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Queued - lists all chats that are waiting in the queue to be picked up.
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Waiting for reply - displays chats where the visitor is waiting for a response from an agent.
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Invited - lists visitors who were invited to chat via a campaign but haven't responded yet.
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Browsing - displays visitors who are on your website but haven't been invited to chat or haven't initiated a chat.
Additionally, each segment includes details such as the customer’s name and email address, country, device type, and other relevant information.
You can engage visitors directly using the Start chat button, or support your team by quietly joining live conversations with the Supervise chat button. This allows you to provide invisible guidance to agents when needed, which is useful for monitoring performance or training new team members.
The Pick from queue button lets agents manually choose chats waiting in the queue, which is helpful when they want to engage with specific customers.
Why you might not see any visitors
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No one is currently browsing your website
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The website widget is not installed or isn’t functioning properly
💡Tip: The website widget must be installed for this data to appear. Go to Settings → Website widgets to confirm your setup.
Setting filters
Filters let you target specific visitor groups based on defined criteria. You can apply multiple filters and choose whether visitors must match all conditions or any of them.
You can filter visitors by activity, location, contact details, and visit history to quickly focus on the users who matter most, for example, those who have visited your site multiple times from a specific country.
Viewing customer details
When you click on a customer, you can view detailed information, including:
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Name and email address
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Location and timezone
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Total number of visits
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Chat history
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Support tickets
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Pages they visited
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Visit details such as device, referring page, visit duration, and IP address
Contacts
The Customer list is a lightweight CRM built into Text App. It brings together customer information from all your connected sources, such as chat, tickets, website activity, and campaigns, so you can quickly understand who your customers are and how they interact with your business.
The Customer list helps support, sales, and operations teams work more efficiently by providing a single place to view customer profiles, key attributes, and interaction history.
💡Tip: The Customer list is not intended to replace a full CRM. Some advanced management features will be added in future updates.
This section is divided into 3 pre-defined views to help you get started:
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All - Every tracked customer in your list of customers.
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Leads - Customers with at least an email or phone number.
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Last 30 days - Customers with recent chats, visits, tickets, or campaign interactions.
💡Tip: Tracked customers are those who have interacted within a chat, submitted a ticket, or left contact details, such as an email or phone number.
How to use the Customer list
1. Access the Customer list
Open the Customers tab in the main sidebar of Text App.
2. See your Contacts
In the subnavigation, select the desired section (All, Leads, or Last 30 days).
3 . Browse your customer data
A paginated table displays customers with sorting and filtering options.
4. Filter or sort the list
Choose attributes (e.g., Email, Last activity) to narrow down results.
5. View a customer profile
Click a customer to open the preview sidebar.
6. Explore conversations and activity
Review previous chats and tickets to gain a deeper understanding of customer behavior and needs.
💡Tip: To make the most of the Contacts section, follow the best practices outlined below. They’ll help you keep your customer information organized, accurate, and easy to work with.
View a unified list of all your customers
See all tracked customers in one place, including their:
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Name
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Email
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Phone number
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Country
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Last activity date
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Total chats, Total tickets, and Total visits
Filter and sort customers
Quickly find the right customers using filters based on customer data attributes (e.g., email address, last activity, phone number, etc.). You can also sort by any visible column.
This section focuses on customers who have already contacted you and provided some contact information.
Review customer profiles
Select any customer to open a right-side profile panel showing:
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Unified customer profile
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Chat history
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Support tickets
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Total visits
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Contact creation date
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Last visit info, including the IP address, visit duration, device used, and referring page.
💡Tip: From here, you can quickly understand past interactions for personalized support or targeted outreach.
Why the Customers section matters
Unifies fragmented data
Many teams struggle with information scattered across various platforms, including email, chat products, website analytics, and ticketing systems. The Customers section consolidates this information in one place, reducing context switching and speeding up service.
Gives access to historical insights
See not only what a customer is doing now, but also past activities, like previous chats, visits, and engagement patterns. This will help you understand your customers better.
Helps your team provide faster support and deliver a more personalized experience
Structured profiles help your team quickly understand:
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What the customer viewed
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How often did they return
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What issues have they raised
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Which campaigns have they interacted with
Who is it for
Support teams
Easily review past chats and ticket interactions to deliver faster, more personalized assistance.
Sales teams
Filter and segment customers based on behavior or engagement to identify high-value opportunities.
Marketing and operations
Access consolidated customer data to power segmentation, campaigns, and actionable insights.
Questions?
If you have any questions about the Customer list, feel free to start a chat with one of our Support Heroes. They are available 24/7 and always ready to provide additional information on adjusting your Text App license.