Clients
Clients groups customer activity into account-level profiles. It helps support teams understand who is active, what they have asked, and what work is still open.Client Records
Client records are built from conversations, customer identity, custom fields, presence, contacts, open work, channel mix, agent assignment, and activity metadata.Health And Attention
Client health is deterministic. It is calculated from current workspace data, not AI judgment.
The profile also exposes a 0-100
healthScore with component scores for activity, conversation burden, and resolutions. Reasons explain why the label was chosen, such as open conversation count, urgent work, recent activity, verified contact count, or resolution rate.
Add A Client
Use Add client when you want to create an account record before the first support conversation arrives.1
Open Clients
Click Add client from the Clients page header.
2
Enter account details
Add the client name, optional primary contact, contact email, and internal notes.
3
Create the record
Woes creates a manual client seed record and opens the new client profile.
channel = manual. They appear in client aggregation, but they do not send a customer message or notify the customer.
Client Profile
The profile view shows recent activity, conversation history, open work, contacts, channel mix, customer context, and AI rundown tools when enabled. The AI rundown summarizes the client profile from bounded workspace data. It does not fetch private message bodies beyond the allowed profile data and does not expose provider internals.Client Portal
The Clients surface includes Portal Preview and Portal Settings actions. Use them to configure the customer-facing portal shell, issue field visibility, status labels, forms, links, and branding. See Client Portal.Customer Presence
Presence can be updated by the widget while the customer is active on a page with a valid existing conversation credential. Hidden tabs naturally age out. Presence is used for operator context and client activity, not for authentication. Identity still comes from the widget identity mode configured for the install.Identity Quality
Verified widget identity, email context, and portal access help Woes merge contacts into the right client profile. Anonymous visitors can still appear in Clients, but they may be grouped by anonymous ids until your product or docs site sends verified identity. Use Widget Identity for signed customer identity and Widget Routes for the public route boundaries.Custom Fields
Custom fields are configured in Settings → Data → Custom fields. Values can be entered manually by operators or suggested by AI, but manual values are not overwritten by AI suggestions. Use custom fields for structured customer data such as:- Plan.
- Region.
- Integration type.
- Account owner.
- Contract tier.
- API version.
REST API
Server-side integrations can read the same client aggregate through the Clients API or generated/api/v1/clients endpoint reference. The REST response includes health, healthScore, metrics, contacts, recent conversations, and open tasks.