Customers list is a single place where you can manage your customer records as well as blacklist certain parts of records or a record as a whole.
By default Customers list shows the list of customers who were ever imported to VoC Feedback via an Import file. Please note that once an import is made the record of the Customer is permanently stored even after you delete the related Questionnaire created as a result of the import. However, the logic of reassigning Customer ID is still applicable for future imports. For more information on Customer ID, please see this article.
When entering Customers list by default you're presented with the following screen:
All customer lists are sorted in the descending order by the internal Customer ID value.
This table consists of 6 columns:
|Contains Customer ID value which was provided in the Import file during first import or when it was reassigned according to rules (for more information, please see this article)
|Contains an email address or a list of email addresses assigned to a given Customer ID record
|Contains phone number(s) from either SMS or IVR channel assigned to a given Customer ID record
|Date of Customer ID record creation
|If a customer blacklisted themselves by clicking the Unsubscribe link this column shows which Survey led to the unsubscribe event
|Buttons to edit or delete the customer's settings
In the top you can see the dropdown menu which filters the list according to which entries are blacklisted:
|Contains a list of all customers including all blacklisted customers
Contains a list of customers entries which are blacklisted by Customer ID.
If a customer is blacklisted by their Customer ID then if you provide a Customer ID, Email or Phone which matches the values in this record, then the Questionnaire will not be created and "Customer is blacklisted" message will appear next to the relevant row in the Import log file
|Contains a list of all customers excluding all blacklisted customers (fully or partly)
Contains a list of all customers blacklisted by one or more of their Email or Phone but not by their Customer ID.
If a customer is blacklisted by one or more by their Email or Phone, then if you provide an Email or Phone which matches the blacklisted values in this record then the Questionnaire will not be created and "Customer is blacklisted" message will appear next to the relevant row in the Import log file
Example of Blacklisted customers list
In this example customer record with and External ID "Demo" has an email address "firstname.lastname@example.org" tied to it.
Customer clicked the Unsubscribe link when they were offered an invite from Survey called "Support Tickets Feedback" which can be seen in the Survey column.
This customer is fully blacklisted.
Example of Active customers list
Here you can see a list of customers added to the Customers list recently:
Example of Partly blacklisted customers list
In this example you can see two customer records:
- Customer record with the Customer ID
5004has an email address
email@example.com to it.
This customer is only blacklisted by their email address which means that if the customer is imported with the same External ID and a new email address then that new address will be tied to External ID
5004and an invite will be sent out.
If this Customer ID is imported to an SMS or IVR channel the phone number will be tied to their customer record and an invite will be sent out too.
- Customer record with the Customer ID
newcustomerid1has an email address
firstname.lastname@example.org a phone number
+41431234567(same number for both SMS and IVR channels) tied to it.
This customer is only blacklisted by their phone number in SMS and IVR channels. If you import this customer to an SMS or IVR channel then the questionnaire will not be created and "Customer is blacklisted" message will appear next to the relevant row in the import log file.
If this Customer ID is imported to an SMS or IVR channel with a new phone number then that number will be tied to the existing record and an invite will be sent out.
If this Customer ID is imported to the WEB channel the invite will be sent out.
In the top right corner, you can see a search bar. It searches by customer's email address, phone and Customer ID.
Note: The search functionality requires you to provide either a full match of the value or a partial match with specific rules. The following logic is applied:
abc- will match all values which are equal to
abc*- will match all values which begin with
*abc- will match all values which end with
Edit customer record
Next to each customer record there is an Edit button. When you click it a popup similar to this one will show up:
This window allows you to perform multiple actions with the record:
- Blacklist customer record either by Email/Phone or by Customer ID. To blacklist/unblacklist a certain value click the relevant checkbox.
Note: Blacklist by Customer ID functionality is called Add customer to blacklist.
- Tie a new Email to existing Customer record by clicking the Add new button.
- Tie a new Phone (SMS channel, IVR channel or both) to existing Customer record by clicking the Add new button.
You can also blacklist a newly tied Email/Phone right after you've added it by ticking the relevant checkbox.
Add to blacklist
In the top right corner right under the search bar you can find Add to blacklist button.
When you click it the following popup window will appear:
The behavior of this window is the following:
- If you only provide the value of Customer ID then the customer will be blacklisted by Customer ID.
- If you provide Customer ID as well as an Email/Phone value then if the provided value isn't tied to the customer then it will be tied to the customer record referenced by Customer ID and then Customer ID and provided value will be blacklisted as well.
Note: Currently it is only possible to