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Managing Customers

Every conversation your agent has is saved. The Customers section is where you see all your customer interactions and follow up with potential customers.

What is a customer?​

In TAB, a "customer" is any person who has chatted with your agent. Each customer record includes:

  • Their conversation history
  • Contact information (if they shared it)
  • When they chatted
  • Which channel they used (website, WhatsApp, Instagram, Messenger, or Salla)

Customers and Orders​

The Customers section has two tabs:

  • Customers — every person who has chatted with your agents, with their contact details and conversation history.
  • Orders — when you've connected a store (Shopify or Salla), order-related activity surfaced from conversations appears here, so you can connect a chat to what the customer actually bought or asked about.

At the top, summary cards give you a quick read on your customer activity — total contacts, total conversations, and average sentiment — plus highlighted opportunities worth following up on.

Contact extraction​

Your agent can automatically pick out a customer's name, email, and phone number from a conversation when they share it, and save it to the customer record — no manual data entry.

You control what's extracted in your agent's settings. When editing an agent, toggle which contact fields it should capture. See Editing agents to change these settings.

Respect privacy

Only extract the contact details you actually need, and make sure your chat experience tells customers how their information will be used.

What you can do​

View all conversations​

See every chat your agent has had. Scan through to see what customers are asking and how your agent is handling it.

Review individual chats​

Click on any lead to read the full conversation. See exactly what was said, both by the customer and by your agent.

Find specific customers​

Search and filter to find particular conversations:

  • By name or email
  • By date range
  • By channel

Export your data​

Download your customer data as a CSV file to use in other tools, import to your CRM, or analyze in a spreadsheet.

See what needs a human​

When your agent can't resolve something, it escalates the conversation and records why. Escalated conversations are flagged in the list, and you can open one to read the escalation reason before you follow up. Turn on the Escalation notification in Settings > Notifications so you find out as it happens rather than on your next review.

The message customers see when the agent escalates is yours to change: open CRM settings on the Customers page and edit the Escalation Auto-Reply.

Take over a conversation​

You can reply to a customer yourself, on any channel, while the conversation is still going:

  1. Open the customer and select their most recent conversation
  2. Click Human takeover. The agent pauses for this conversation and the customer is told a team member is stepping in
  3. Type your reply and press Enter or Send Reply. It is delivered on the customer's channel — website widget, WhatsApp, Instagram, or Messenger — and their new messages appear in the thread
  4. When you are done, click Mark as Resolved or Hand to agent. Either way you can leave a note on why you stepped in and how you handled it; those notes are used to improve your agent

Takeover is available on the newest conversation with a customer, not on resolved ones. Conversations you took over are tagged Human Interfered in the list.

If your WhatsApp number is shared with the WhatsApp Business app on your phone, replying from the app takes over automatically — see Coexistence.

Identify opportunities​

Customer records aren't just for viewing. Use them to:

  • Follow up with interested customers
  • Spot sales opportunities
  • Identify support issues that need human attention

Why this matters​

Improve your agent When you see questions your agent struggles with, you know what to add to training.

Follow up on opportunities When someone shows interest but doesn't convert, you have their info to reach out.

Measure success See how many conversations your agent handles and what they're about.

Never miss a conversation Every interaction is recorded, even the ones that happen at 3 AM.

Getting started​

  1. Click Customers in the sidebar
  2. You'll see a list of all your customers
  3. Click any customer to view the full conversation

Next steps​