> ## Documentation Index
> Fetch the complete documentation index at: https://docs.oration.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Cohorts

> Save reusable customer audiences with filter rules, preview who matches, then reopen the segment when you need it.

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.

<Tip>
  Open `Customers > Cohorts` in Agents Platform. Cohorts use the same customer filter fields as the Customers list.
</Tip>

## Mental model

| Field                  | Purpose                                            |
| ---------------------- | -------------------------------------------------- |
| **Name**               | Label in the cohorts list                          |
| **Description**        | Short note on who belongs                          |
| **Audience (segment)** | Saved customer filter tree that decides membership |

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.

## Create a cohort

<Steps>
  <Step title="Open Cohorts">
    Go to `Customers > Cohorts` and select **Create Cohort**.
  </Step>

  <Step title="Name the cohort">
    In **New cohort**:

    * **Name** — for example `US Enterprise`
    * **Description** — for example `High-value customers in North America`

    Select **Create Cohort**. The cohort starts with an empty audience.
  </Step>

  <Step title="Open the cohort">
    From the list, open the cohort row to reach its detail page.
  </Step>
</Steps>

<Info>
  Cohorts may be gated by a workspace feature flag (`isCohortsEnabled`). If **Cohorts** is missing under Customers, ask a workspace admin or Oration support to enable it.
</Info>

## Define the audience

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

### Filter fields

Same advanced filters as the Customers page:

| Field                           | What it filters                                                                    |
| ------------------------------- | ---------------------------------------------------------------------------------- |
| **Identifier**                  | Customer identifier                                                                |
| **Name**                        | Customer name                                                                      |
| **Phone Number**                | Phone number                                                                       |
| **Do Not Disturb**              | Whether DND is enabled                                                             |
| **Created At** / **Updated At** | When the record was created or last updated                                        |
| **Metadata**                    | Keys and values from customer metadata (plan, country, upload fields, and similar) |
| **Source**                      | How the customer was added — for example **API**, **Manual**, or **Integration**   |

Combine, reorder, or clear rules as needed. Incomplete rules show **Filter is incomplete** until every rule is valid.

### 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.

<Check>
  **Run** refreshes the preview only. **Save** persists the audience.
</Check>

## 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**.

## Permissions

| Role                             | Access                                                         |
| -------------------------------- | -------------------------------------------------------------- |
| **Owner**, **Admin**, **Member** | Create, view, update, and delete (when the feature is enabled) |
| **Supervisor**                   | View                                                           |
| **Billing**                      | None                                                           |

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

## Customers and campaigns

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

## 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.

## 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](/guides/campaigns/managing-campaigns).

## 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.

<Note>
  Questions: [support@oration.ai](mailto:support@oration.ai) or [developers@oration.ai](mailto:developers@oration.ai).
</Note>