The Customers section gives you a searchable view of every customer who has interacted with your machines. From here you can review their history, update their details, assign labels, and manage how ZippyAssist handles their requests.
How Customers Are Created
Customer records are created automatically the first time someone submits a request — Help, Refund, Feedback, or Voice Message. You can also create a customer record manually from the Customers list if you need to add someone before they've submitted a request.
The Customer List
Go to Customers in the main navigation to see all of your customers. You can filter the list by:
Status — show only Priority, Flagged, or Blocked customers
Labels — filter by one or more customer labels
Request counts — filter by the number of Help requests, Refunds, Feedback submissions, or Voice Messages a customer has submitted
The table shows each customer's name, contact details, label assignments, and request history counts at a glance. You can also see total refund amounts requested and approved.
Viewing a Customer Record
Click any customer to open their record. You'll see their contact information alongside a full history of their requests. If a customer has submitted requests of multiple types, each type is shown separately so you can quickly spot patterns — for example, a customer with a high refund count and repeated Help requests.
The record also includes a Notes section where your team can leave internal comments. Notes on a customer are separate from notes on individual requests. See the Notes article for more detail.
Status Markers
You can mark a customer to help your team triage and manage their requests. The available statuses are:
Status | When to use it |
Priority | Flag this customer for elevated attention — useful for VIPs or customers with an ongoing issue to resolve. |
Flagged | Mark a customer as suspicious or requiring review before acting on their requests. |
Blocked | Prevent a customer's requests from reaching your team. Requests from blocked customers are hidden from the default request list view and do not trigger notifications. See below for details. |
Status can be set when editing a customer record.
How Blocking Works
When a customer is marked as Blocked:
Their requests are hidden from the default request list — the Blocked status is not included in the default filter, so their submissions won't appear in your normal workflow. You can still view them by explicitly filtering for Blocked requests.
Your team will not receive notifications for any new requests from that customer.
The customer can still submit requests through the app, but you can optionally show them a custom blocked message instead of the normal success screen (see below).
Setting a Blocked Message
You can configure a custom message that blocked customers see after submitting a request. This is useful for letting them know their account is restricted and giving them a way to follow up — for example, by including a contact email or phone number in case they were blocked in error.
To set up a blocked message:
Go to Settings → App Content.
Enable Show override success message (Blocked customers).
Enter the message you'd like blocked customers to see.
Save your changes.
Automatic Status Inheritance
If a new customer submits a request using the same device as an existing Flagged or Blocked customer, ZippyAssist will automatically apply the same status to the new customer. A system note is added to the record explaining the reason and pointing you to the related customer for context.
Editing Customer Details
Open the customer record.
Click Edit.
Update any of the following fields:
Name
Email
Mobile
Language — sets the language ZippyAssist uses when communicating with this customer (English, Español, or French)
Click Save.
Notification Preferences
If a customer no longer wants to receive notifications from ZippyAssist, you can unsubscribe them from the edit screen. Toggle Customer is unsubscribed to on and save the record. ZippyAssist will stop sending this customer automated notifications.
Note: if a customer has unsubscribed themselves directly, this toggle will be locked — their preference is honoured automatically and cannot be overridden.
Labels
Labels let you categorise customers with coloured tags — useful for segmenting your customer base or flagging groups for follow-up. Labels can be assigned from the customer edit screen. See the Customer Labels article for full details on creating and managing labels.
Creating a Customer Manually
Go to Customers.
Click New Customer.
Enter the customer's name and, optionally, their email address, mobile number, and preferred language.
Click Save.
If you have any questions, contact us at [email protected]