Customers
The customer directory, verified and anonymous customers, tags, internal notes, segments and VIP lanes, and the store data page.
The customer directory
Work (工作) → Customers (顾客) in the sidebar (/app/customers) lists the customers your systems send to purser. Everyone on the team can see it.
- On the left is "recently updated customers" (最近更新的顾客), showing the latest 50. The search box at the top right searches by name, email or customer ID.
- Once you have tags, a "by tag" (按标签) row appears above the list: click a tag to see only customers with it, click again to clear.
- Click a customer to see their profile (email, phone, country, language, customer ID), their segment, tags, internal notes, orders (with tracking) and every conversation they have had with the shop.
How to send customers and orders is in API and SDK. With no data yet, the list points you to the Setup (接入) page to push data with your key.
Verified and anonymous customers
At the start of every conversation, your shop's page declares who the customer is:
- Verified customers: your page tells purser "this is customer X" with a signed identity token (see Identity tokens). The inbox shows "verified · customer ID" and their orders; the AI can answer questions about their own orders; they can be placed in segments.
- Anonymous visitors: visitors without a token. The inbox shows "anonymous visitor" (匿名访客) and "not signed in, orders not visible" (未登录，看不到订单). Anonymous visitors never enter segments, and their past conversations are never given to the AI.
Identity is never carried over from a previous conversation: if the page gives no token this time, the visitor is anonymous and the conversation is new.
Tags
Tags group customers and conversations, for example "VIP", "wholesale" or "complained before".
- Adding tags: on the customer page, or in the inbox's customer panel (under both "customer tags" (顾客标签) and "this conversation" (这次对话)). Every member can add them. Typing a new name creates the tag. Names are case-insensitive: "VIP" and "vip" are the same tag.
- Where tags come from: tags added in the console are manual; your system can also tag customers through the API (the
tagsfield on customer data). Each API update only adds or removes the tags the API set itself and never touches tags your team added by hand; leavetagsout to change nothing. - Managing: Settings (设置) → Customer segments & tags (顾客分层与标签) → Tags (标签) lists every tag and how many customers and conversations use it. Renaming, changing colour, merging duplicates and deleting are for owners and admins only.
- Colours: grey, teal, green, orange and dark blue.
- A workspace can have up to 500 tags.
Internal notes
The customer page and the inbox's customer panel both have internal notes (内部备注) for things the team should know.
- Customers never see notes, and the AI never reads them.
- Every member can write notes, and pin or unpin them.
- Only the author can edit a note; the author or an owner or admin can delete it.
- Up to 4,000 characters per note.
Segments and VIP lanes (Growth and above)
Segments let you define who your important customers are, and purser serves them the way you set. Go to Settings (设置) → Customer segments & tags (顾客分层与标签) → Customer segments (顾客分层) and click New segment (新建分层).
Conditions
Each segment has up to 6 conditions, and a customer must meet all of them. There are four kinds:
| Condition | Notes |
|---|---|
| Has tag | The customer has a given tag |
| Lifetime spend ≥ amount | Compared per currency; no exchange-rate conversion |
| Order count ≥ N | |
| Custom field = value | A custom field you send with the customer, for example membership tier tier = gold |
Lifetime spend and order count use the numbers your system reports first (totalSpent and ordersCount on customer data); if it reports none, purser counts the orders it has received, leaving out cancelled and refunded orders.
Order
Segments are ordered, up to 20. Customers are matched from the top down and belong to the first segment they fit, and to only one, so segment policies never conflict. Use the up and down arrows to reorder. The list shows roughly how many customers each segment has now.
Only verified customers are placed in segments; anonymous visitors are served like everyone else. A customer's segment is worked out the first time a conversation needs it and stays the same for that conversation.
Service for the segment
| Setting | Options |
|---|---|
| Queue (排队) | Normal (普通): queued like everyone else. Priority (优先): ahead of normal customers; while everyone is busy, as long as someone is online, they wait in the live queue instead of becoming tickets; they wait twice as long before becoming a ticket. Top priority (最优先): like Priority, waiting three times as long, and may take one slot beyond an agent's limit. |
| First-response target (首次响应时限) | Minutes; leave empty for the workspace default (60 minutes unless changed) |
| Dedicated team (专属客服组) | These customers go straight to this team when they need a person, without topic routing; what happens when nobody in the team is free follows that team's own setting. Leave empty to route by topic. |
| How the AI serves them (AI 怎么接待) | AI answers first (AI 先答): like everyone else. AI answers first + contact button (AI 先答 + 联系人工按钮): a "talk to a person" button stays in the chat, and clicking it joins the queue. Person first (人工优先): during working hours, if an agent is online, the customer goes straight to a person without an AI answer; when nobody is online the AI serves them as usual (and the contact button shows). |
Segment customers carry a coloured chip with the segment name in the inbox list and on the customer page. Queueing, SLA and assignment details are in Teams and routing.
Moving down to Starter or Free
Existing segments are kept but stop applying, and every customer is served as normal. They apply again when you move back to Growth.
Store data
Manage (管理) → Store data (店铺数据) in the sidebar (/app/data) is visible to owners and admins. It shows the orders and products purser holds, which is what the AI uses to answer order and product questions. Your store platform remains the source of this data.
Three tabs:
- Orders (订单): the latest 50 orders by order date, searchable by order number or email. Click a customer name to open their customer page.
- Products (商品): the 50 most recently updated products with status (on sale, draft, archived), number of variants, starting price and stock, searchable by product name.
- Integration health (接入状态): how many customers, products, orders and shipments purser has and when each was last received; recent bulk pushes (queued, processing, done, failed, with the reason for failures); backfills in progress.
If parcels are still in transit but no shipment update has arrived for over a day, the integration health tab shows a red warning, "shipment data has not been updated for over a day" (物流数据已经超过一天没有更新). The AI uses this data to answer "where is my parcel", so when you see it, check whether your pushes have stopped.
Teams and routing
Members and roles, invitations and seats, routing to support teams, assignment modes, working hours, tickets, SLAs, concurrency, and quality review with the leaderboard.
Refunds
purser never touches money: it calls your own endpoint, your system sets the amount, the AI offers a refund only when the rules allow it, and refunds within your limits run automatically while the rest wait for approval.