Customer Cohorts

Cohorts are saved customer audiences. You define filter rules once, name the segment, and reopen it instead of rebuilding the same filters each time. Use cohorts when you need a durable audience defined by shared properties — region, plan, source, metadata, and similar customer fields. For a list shortcut on Customers or History only, use Saved Filter Views instead.

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Mental model

Membership is dynamic. When customer data changes, the same rules can match a different set of people the next time you open or run the cohort. An audience with no filter rules matches all customers in the workspace until you add rules.

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Create a cohort

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Define the audience

On the cohort detail page, build and save rules in the Audience card.

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Filter fields

Same advanced filters as the Customers page: Combine, reorder, or clear rules as needed. Incomplete rules show Filter is incomplete until every rule is valid.

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Preview and save

1. Add or edit filter rules in Audience.
2. Select Run to preview matching customers without saving.
3. Select Save to store the audience on the cohort.

Unsaved edits show Unsaved changes in the footer. Use reset to discard the draft and restore the last saved audience.

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Edit or delete

From the list or detail page, open More options (⋯):

• Edit — change Name and Description, then Save Changes.
• Delete — type the cohort name to confirm. Deletion cannot be undone.

Name and description edits do not change membership. To change who is included, update filters on Audience and Save.

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Permissions

If Create Cohort, Save, Edit, or Delete is missing, ask a workspace admin for cohort permissions. Preview also requires permission to list filtered customers.

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Customers and campaigns

• Customers — upload or sync people first (Uploading Customers). Cohorts only filter customers that already exist.
• Campaigns — manage cohorts under Customers > Cohorts. Campaign targeting still follows Managing Campaigns, including SQL-based targeting where configured. Do not assume a one-click cohort picker on the campaign form.

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Practical notes

• Start with one or two metadata or source rules, Run, then tighten.
• Prefer descriptive names (Enterprise · US · DND off) so teammates can find the right cohort.
• After large CSV uploads, reopen the cohort and Run to confirm membership.
• Account for DND and consent before outbound work that uses a segment.

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FAQ

Does an empty audience mean no customers?
No. With no filter rules, the audience matches all customers in the workspace. Does editing the name change who is included?
No. Only the Audience filters control membership. Can I attach a cohort to a campaign from the UI?
Not in the current release. Use the campaign targeting flow in Managing Campaigns.

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Limitations

• Managed in the Agents Platform UI only. No public Cohorts REST API in this release.
• Audience rules are customer filters — not ticket or conversation filters.
• The Cohorts nav item can stay hidden until isCohortsEnabled is on.
• In-app copy may mention attaching cohorts to campaigns; that wiring is not available yet. Confirm the live campaign flow before planning around a cohort selector.