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Customers

Customers is where you decide who can reach the live experience and how open the rollout should be.

Access modes

The core decision is the access mode:

  • Open: anyone who reaches the experience can enter, and the workspace records them
  • Whitelist: only users you allow can access

For early stakeholder pilots, Whitelist is usually the safer choice.

What operators do here

From this page, operators can:

  • switch the access mode
  • add users one by one
  • import users by CSV when the audience is larger
  • review who has joined and whether they are active
  • open a user detail page and manage that user's per-agent interaction mode

Name users with aliases

Open a user detail page to add, change, or clear an alias. The alias appears with the user's identity in Customers and can be found with the user search together with name, email, and External User ID.

An alias is operator-friendly profile data. It does not replace or change external_user_id, which remains the stable identity used for the user.

Organize users with workspace tags

Workspace tags help operators group users such as pilot cohorts, priority accounts, or follow-up lists.

  • Open Manage tags to create tags, search the workspace's tag list, or delete a tag.
  • Add or remove tags from a user's row in Customers.
  • Use the Tag filter to select one or more tags. When multiple tags are selected, the list shows only users who have all selected tags.
  • Deleting a tag removes that tag and its assignments. It does not delete any users.

The current Console does not provide a direct rename action for workspace tags. To change a name, create the replacement tag, assign it to the affected users, verify the new filter, and then delete the old tag.

Choose the right channel

When you add a user manually or import a CSV, choose the channel that issued those External User ID values. Codeer uses the channel to normalize and store the identity correctly.

  • Web, Widget, Browser Extension, and Slack identities use generic normalization.
  • LINE, Messenger, and Instagram identities keep their original letter casing.

Use Widget for embedded web widgets. Use Web for the web client; they are both web-based, but Codeer stores them as separate channel types.

If the workspace has only one channel type configured, Codeer can preselect it. If the workspace has multiple channel types, choose the channel explicitly before adding or importing users.

CSV import format

Use CSV import when you need to add many allowed users at once.

The CSV must include these required columns:

  • External User ID: the stable user identifier from your system
  • Name: the user's display name

These columns are optional:

  • Email
  • Phone
  • Company
  • Job Title
  • Note

Use this header format:

External User ID,Email,Name,Phone,Company,Job Title,Note

Example row:

host-user-123,john@example.com,John Doe,0912345678,ABC Inc,Manager,Early pilot user

External User ID is the canonical identity for the client user. It must be present, must not be duplicated in the CSV after channel-specific normalization, and must not already exist in the workspace. Email is optional profile data and is validated only when provided.

Agent routing and human handoff

When a user has interacted with one or more agents, the user detail page shows an agent routing table.

Use it to see:

  • which agents the user has talked to
  • whether each agent is currently in AI or Human mode for this user
  • whether human mode came from an agent handoff, a manual CRM change, or an automatic timeout
  • when human mode expires, if a timeout is set

Operators with edit permission can switch a published, handoff-enabled agent from AI to Human, or switch an active human interaction back to AI.

For setup details, see Human Handoff.

External-user usage limits

Customers also includes advanced settings for live external users:

  • Contact email: the email shown in billing or usage-limit messages when users need help.
  • Monthly end-user credit cap: an optional per-external-user monthly workspace credit limit.
  • Credit cap message: an optional localized message shown when a user reaches the cap. Empty locales use the default message shown in the form preview.

Use these settings for controlled pilots or cost-sensitive public channels. Leave the cap empty when you do not want a per-user monthly limit.

Mask end-user identity

Under Advanced settings, open the Privacy group and enable Mask end-user identity when workspace operators should not see raw end-user identity fields.

After masking is enabled:

  • Customers, Conversations, CRM details, filters, exports, and handoff summaries use stable pseudonyms shown as User followed by a stable code.
  • Raw names, email addresses, phone numbers, and external user IDs are hidden from workspace UI responses. Stored client user records are preserved.
  • Adding users manually, importing users by CSV, and other raw-identity changes are unavailable.
  • Searching or sorting Customers by identity fields is unavailable. In Conversations, select a pseudonym from the external-user filter instead of entering a raw external user ID.

Workspace users cannot turn masking off

This privacy control is irreversible for workspace users. Contact Codeer support if it must be reviewed or disabled. Enable it only after confirming that your operating workflow no longer depends on raw end-user identity.

A practical rollout rule

Use the narrowest access model that matches the current phase:

  • early pilot: Whitelist
  • broader testing: still controlled, but with a larger allowed list
  • open launch: Open, if that is the product decision

If you want a tightly controlled web pilot, keep this aligned with your channel settings as well.

What to review regularly

Even in a healthy rollout, check this page often enough to answer:

  • who has entered recently
  • whether the allowed audience still matches the rollout plan
  • whether old pilot users should be removed or blocked