Customers Overview
The Customers page is your central hub for managing all customer information. Access it from Customers in the main navigation.
The Customer Grid
The main view displays customers in a data grid with sortable columns:
| Column | Description | Sortable |
|---|---|---|
| Name | Customer's name (click to view profile) | Yes |
| @username (links to Instagram profile) | Yes | |
| Phone | Phone number | Yes |
| Email address | Yes | |
| Language | Preferred language | Yes |
| Country | Country code | Yes |
| Platforms | Connected platforms — clickable badges | No |
| Tags | Color-coded customer tags | No |
| Created | When the customer was added | Yes |
| Last Interaction | Most recent conversation (default sort) | Yes |
| Location | Customer location | Yes |
Grid Features
- Sorting — Click any sortable column header to sort ascending/descending
- Pagination — Choose 10, 25, 50, or 100 customers per page
- Selection — Use checkboxes to select customers for bulk actions
- Column Visibility — Show/hide columns using the columns button
Platform Badges
The Platforms column shows colored badges for each connected platform:
| Badge | Platform | Click Action |
|---|---|---|
| Green | Opens WhatsApp chat | |
| Purple | Opens Instagram chat | |
| Blue | Web | Opens web chat |
A single customer can have multiple platform connections — for example, they might contact you via WhatsApp AND Instagram. Orki keeps these unified under one customer profile.
Filtering Customers
Quick Search
Use the search icon in the toolbar to quickly search across all customer fields.
Advanced Filters
Click the filter icon to open the Advanced Filter panel. The badge shows how many filters are active.
| Field | Type | Description |
|---|---|---|
| Search | Text | Full-text search across all fields |
| Name | Text | Filter by customer name (partial match) |
| Text | Filter by email address | |
| Phone | Text | Filter by phone number |
| Text | Filter by Instagram username | |
| Language | Dropdown | English or Arabic |
| Country | Dropdown | Select from all countries |
| Platforms | Multi-select | WhatsApp, Instagram, Web |
| Tags | Multi-select | Filter by customer tags |
Filter Logic (AND/OR)
Create complex filters using AND/OR logic:
- Within a filter group — All conditions must match (AND)
- Between filter groups — Any group can match (OR)
Example:
Group 1: Language = "English" AND Platform = "WhatsApp"
OR
Group 2: Tags contains "VIP"
This finds English-speaking WhatsApp customers OR any VIP customers.
How to use:
- Click the filter icon to open the panel
- Add filter fields within a group (they combine with AND)
- Click "Add OR Group" to create another group
- Click "Apply Filters" when done
Saving Filters as Segments
Save your filters for quick access later:
- Set up your filters
- Click "Save as Segment"
- Give your segment a name
- Access saved segments from the sidebar
Segments automatically show the customer count matching those filters. They update automatically as customers match or unmatch the filter criteria.
Segment examples:
- "New customers this month"
- "Inactive customers (no interaction in 30 days)"
- "English-speaking Instagram users"
- "VIP WhatsApp customers"
Exporting Customers
Export your customer data to CSV for external use or backup.
How to Export
- (Optional) Apply filters to export specific customers
- Click the download icon in the toolbar
- A CSV file downloads:
customers-YYYY-MM-DD.csv
What's Included
- All customer data is exported (not just visible columns)
- Export respects your current filters
- All matching customers are exported (ignores pagination)
Use cases:
- Back up your customer database
- Import into other systems
- Create mailing lists
- Analyze customer data in spreadsheets
Adding Customers
Click the "Add Customer" button (person+ icon) to open the customer creation drawer.
Manual Entry (Single Customer)
Fill out the form with customer details:
| Field | Required | Description |
|---|---|---|
| WhatsApp ID | Yes | Customer's WhatsApp phone number |
| Instagram Username | No | @username on Instagram |
| Name | No | Customer's full name |
| No | Email address | |
| Location | No | Physical location/address |
| Country | No | Country (dropdown) |
| Language | No | Preferred language |
| Tags | No | Assign tags to categorize |
| Agent Instructions | No | Special instructions for AI |
Manual Table Entry
Enter multiple customers at once using a table interface:
- Add rows for each customer
- Configure which columns to show
- Edit cells directly in the table
Bulk CSV Upload
Import many customers from a spreadsheet:
- Click "Download Template" to get the correct format
- Fill in your customer data in the spreadsheet
- Upload the CSV/Excel file
- Review and confirm the import
After import, you'll see a summary:
- How many customers were created
- How many were merged with existing records
- How many were skipped (if duplicates exist)
Bulk Actions
Select customers using checkboxes to enable bulk actions.
Message Selected Customers
Send a message to multiple customers at once.
Requirements:
- All selected customers must have WhatsApp
- Opens the messaging dialog to compose your message
Bulk messaging is currently available for WhatsApp only.
Merge Customers
Combine two duplicate customer records into one.
Requirements:
- Exactly 2 customers must be selected
How Merge Works
Automatically merged (you don't choose):
- All conversations move to the target customer
- All chats move to the target customer
- All notes move to the target customer
- Identity fields (WhatsApp ID, Instagram ID, Web ID) copy over if the target doesn't have them
- The earlier "Created" date is kept
You choose which to keep:
- Name
- Phone number
- Location
- Language
- Country
- Tags (can combine both)
- Agent Instructions
Merge Process
- Select exactly 2 customers
- Click the merge icon
- Preview shows both customers side-by-side
- Choose which direction to merge (Customer A → B or B → A)
- Review the merged result preview
- Confirm to complete
The source customer is deleted after merging. All their data moves to the target customer. This action cannot be undone.
Customer Tags
Tags help you organize and segment your customers.
Features:
- Color-coded for easy visual identification
- Assign multiple tags to each customer
- Filter customers by tags
- Use tags in segments for targeting
Common tag examples:
- VIP, Premium, Standard (tier levels)
- Returning Customer, New Customer
- Support Needed, Issue Resolved
- Lead, Prospect, Customer (sales stages)
Quick Reference
| Action | How To |
|---|---|
| View customer profile | Click customer name in grid |
| Open customer's chat | Click platform badge |
| Sort customers | Click column header |
| Filter customers | Click filter icon → set conditions → Apply |
| Save filter as segment | Set filters → Save as Segment |
| Export customers | Click download icon |
| Add single customer | Add Customer → Manual Entry |
| Import customers | Add Customer → Bulk Upload |
| Merge duplicates | Select 2 customers → Click merge icon |
| Message multiple | Select customers (WhatsApp) → Click message icon |
Next Steps
- Customer Profile — View and edit individual customer details
- Chats — See customer conversations
- Built-in Tools — How AI saves customer info