Open the customers list

What it is

Customers is the contact list your chatbots build for you. Every time a visitor hands over their details, a record appears here with their contact fields, where they came from, which chatbot they spoke to, and a timeline of what happened.

Two things about it are worth knowing before you start filtering.

A customer record belongs to one chatbot, not to your whole workspace. If the same person fills in the form on your sales chatbot and again on your support chatbot, you get two records. That is intentional — the two conversations have different contexts and different owners on your side — but it does mean your total is a count of contact-per-chatbot, not of unique humans.

Chatting is not enough to create a record. A visitor who talks to your chatbot anonymously and leaves never appears here. Something has to actually capture their details: a lead form, or a Call action that asks for them. If your list is empty while your analytics show plenty of conversations, that is the reason — see Where leads come from.

When you would use it

To follow up on people who asked about pricing. To check whether a campaign produced real contacts rather than just traffic. To find one person before you reply to them. Or to export a batch into your own CRM.

Where to find it

Open Dashboard → Customers from the sidebar. The page subtitle reads "Contacts captured by your chatbots through lead capture."

Steps

1. Open Dashboard → Customers.
2. Check the four tiles across the top: Total customers, New, Converted, and Conversion rate. Read the note below about what each one counts, because they do not all use the same window.
3. Use search for a specific person. It matches name, email, phone, and company.
4. Narrow the table with the filters: by chatbot, by lead status, by lifecycle stage, by source, and by date. The date filter offers All time, Today, Last 7 days, Last 30 days, and Last 90 days.
5. Change the sort if the default is not what you want. The options are Most recent, Oldest, Name (A–Z), Status, and Date added.
6. Open any row to see the full profile and timeline — see Read a customer profile.
7. If you are going to export, set your filters first. The file matches the on-screen list exactly. See Export customers to CSV.

What the four tiles actually count

This catches people out, so it is worth being precise:

• Total customers and Converted are all-time figures for the chatbots you have selected. Changing the date filter does not change them.
• New is the only tile that honours the date window. With no date filter set, it shows the last 30 days.
• Conversion rate is the share of your customers whose lead status is Converted — the hint on the tile says "Share of customers with a converted lead status." It is a status you set by hand, not something Agentency infers, so it is only as accurate as your team's habit of updating it.

Filters in detail

Search covers name, email, phone, and company. It does not search conversation text — for that, use the chatbot's Conversations page.

Lead status is the sales pipeline: New, Contacted, Qualified, Unqualified, Converted, Blocked. You set it yourself on the profile.

Lifecycle stage is Visitor, Lead, Customer, or VIP. This one moves on its own to begin with: a record with no email or phone starts as a visitor and is promoted to a lead as soon as either arrives.

Source is where the record came from — the website widget or hosted page, the dashboard, or a Call action. There are exactly three. See Where leads come from.

Date filters on when the record was created, not on the person's most recent activity. A contact from March who chatted again yesterday does not appear under Today.

Chatbot matters more than it looks. Because records are per chatbot, filtering by chatbot is how you separate one property, brand, or client from another.

Paging

The table shows 20 rows per page by default, and you can switch to 50 or 100. If you routinely need more than that on screen at once, export instead — the file is not paginated.

Limits and plan notes

Customers is part of the product, not an add-on. There is no CRM tier to buy and no per-contact charge.

Reading the list, opening a profile, and exporting are different levels of access. A member with view access can read profiles; editing, deleting, anonymizing, and exporting all require the manage-customers permission. Bulk export of contact data is deliberately the higher bar. See Roles and permissions.

Bulk actions accept up to 200 selected rows per action. Select more than that and you will need a second pass.

Records from another workspace are invisible, not forbidden. If you open a link to a customer that belongs to a different account, you get a not-found rather than a permission error. Switch accounts and try again.

Common problems

I know people have been chatting but the list is empty.

Anonymous conversations do not create records. Turn on lead capture for that chatbot — see Set lead capture fields — then test it yourself on the live widget or hosted page rather than in test chat, and check the list again.

I am seeing an empty list that should not be empty.

Check the account switcher first. A member looking at their own personal workspace sees their own (empty) customers, not the team's. See Switch accounts.

The same person appears twice.

They filled in a form on two different chatbots. Records are per chatbot by design. There is no merge action — if you need one list of unique people, export and deduplicate on your side.

Total customers did not move when I changed the date range.

That tile is all-time. Only New follows the date filter.

A record has no name, just contact details.

Only the fields you asked for get filled. If your form collects an email and nothing else, that is all you will see. Add a name field to the form if you want one — see Set lead capture fields.