The Customers list brings all of your customers into a searchable and sortable list to quickly view their information. Just click Customers from the top menu to start with a list of all customers across all Inboxes that you have permission to view. Click on the Customers, Conversations, or Last Seen headers to sort the list or your search results. Click anywhere in the row to view the customer's history or edit their profile.
Type in your search criteria to filter the customers list. The search will look for matches in the Name, Phone, Job Title, Company, and Email fields of the customer profile.
Click the Inbox dropdown to filter by inbox. Select additional inboxes to search through multiple inboxes at once.
Do I have permission to list all customers?
All Help Scout Account Owners, Administrators, and Users can view all customer profiles. Account Owners and Administrators can view all conversation history for any customer. A User can only see the conversation history in inboxes to which they have permissions. See User Roles and Permissions for definitions of the roles and permissions.
How do you determine the Last Seen time?
Last Seen is the most recent time that customer was engaged with your team via Help Scout. It could be a new email from them, a reply from them to an ongoing conversation, a Beacon chat conversation, or a phone conversation that was added to that customer record. Updating a customer profile or an email out to that customer will not change the time in that column.