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Customize the customer table on the Phases page

The Phases page lists the customers in each phase as a table. Each phase has its own set of columns, so a phase where you are qualifying new customers can show different things from one where you are waiting on replies. Every team member can customize visible columns, ordering, and sort for their own personal view of any phase.

Configure the columns for a phase

Select a phase, then select the gear button next to the customer search box. A panel opens with two areas. Columns for this phase controls what this phase shows — and only this phase:

Select any available column to add it. In the visible list, use the arrow buttons to move a column earlier or later, and the ✕ button to hide it again. Customer is always the first column and cannot be hidden or moved, so you can always tell which row belongs to whom.

Select Reset to workspace default to return your personal view to the workspace's default setup for that phase. When your view already matches the workspace default, the reset button is dimmed.

Admins have an additional option at the top of the panel to switch between Personal view and Workspace default. In Workspace default mode, changes configure the default layout that everyone sees on that phase unless they have customized their own view.

The second area, Workspace columns, is where admins decide which columns the whole workspace has at all — the pool every phase draws from. If you are not an admin, this area shows a note explaining that custom columns and report columns are managed by workspace admins.

A column an admin adds — whether a custom column or a report column — starts hidden on every phase until someone adds it, so no table changes on its own.

The three kinds of column

Customer and activity columns are built in. They cover things like which phase a customer is in and how long they have been there, the last message and who sent it, how long a customer has been waiting on a reply, whether the conversation is unread or escalated, and when your assistant or a team member last replied. These are read-only: they describe what already happened.

Where a column names who acted, it says Yapper for your assistant, Team for a human team member, and Customer for the person messaging you.

Report columns carry the latest values your reports produce about a customer, grouped under the report that produces them. An admin chooses which report outputs become columns (see Add and manage report columns below), so you only see the outputs your workspace decided to track — not every value a report could ever produce. They are read-only and always show the most recent successful result — if a report run fails, the previous value stays in place rather than disappearing. Hover a report value to see which report it came from and when it was last updated. Two different reports can each produce a value called "Status" and they remain separate columns.

A report output can be a number — an order total, a score, a count. Number columns sort by value rather than alphabetically, so sorting on one puts the largest or smallest first instead of ordering 10 before 9. The report is asked for a plain number, so a value that arrives with a currency symbol or thousands separator is still stored as a number.

Report values with a fixed set of outcomes can carry a small coloured dot next to the value, so you can scan a column at a glance. The value is always shown as text — the colour reinforces it, never replaces it. A grey dot is a deliberate neutral outcome; a customer with no result yet shows a plain dash and no dot, so "neutral" and "no result yet" stay distinct.

Custom columns are your own fields — notes and labels your team keeps about a customer. These are the only columns anyone can type into.

Sort the table

Select any column heading to sort by it, and select it again to reverse the direction. An arrow in the heading shows which column is sorting and which way. Customers with no value for that column always appear at the bottom, whichever direction you choose. The sort is saved with the rest of that phase's columns, so each phase keeps its own.

Add and manage report columns

Admins turn a report's outputs into columns from the Workspace columns area of the gear panel. Select Add report column to see every output your reports declare, grouped by report. Each output is marked as already added or available to add.

When you add an output, you can set the label it shows as and, for outputs with a fixed set of outcomes, choose a colour for each outcome plus a default colour for anything unmatched. The label is yours to change at any time — renaming it never changes which report output the column is tied to. Select Manage next to an existing report column to change its label or colours later.

Removing a report column archives it: it disappears from everyone's table and column lists, and its colour rules are kept so you can restore it later. Restoring brings it back as an available column — it does not force it back into anyone's table. The report's own history is never touched.

The Consultant can also propose adding a report column, typically alongside the report it comes from, as a bundle for an owner or admin to approve — see consultant-proposals. When approved, the new column starts visible in the workspace default layout for that phase.

Refresh report columns in bulk

Report column values are produced by a report run, so they show what was true the last time that report succeeded for that customer. To bring a batch of them up to date, select Select to refresh above the table.

In select mode the table gains a Stale after slider with fixed stops at 1 hour, 6 hours, 1 day, 3 days, 1 week, and 1 month. Moving it highlights every report value older than the stop you chose. A value that has never been produced successfully counts as older than any stop, so it is always highlighted.

Refreshing works one report at a time per customer, not one cell at a time: a single run produces all of that report's columns together. Selecting any cell selects every column that comes from the same report for that customer, and they highlight as a group — so what lights up together is what costs one run.

You can also select or deselect a group by choosing any of its cells. Moving the slider replaces the selection with a fresh one, so make your manual adjustments after you have settled on a stop. Clear empties the selection. Leaving select mode keeps it, so you can switch phases and come back to it.

Selecting Apply shows exactly what will run: each report with the number of customers it will run for, and the total. Nothing runs until you confirm. There is an upper limit on how many runs one refresh may queue; if your selection is over it, the total is shown against the limit and confirming is unavailable until you narrow the selection — refresh in smaller passes instead.

Once you confirm, the affected cells show as in progress and update on their own as each run finishes. Some may not start: a report already running for that customer is left alone rather than started twice, and any the workspace cannot run — for example a customer you do not have access to — is reported back to you with the reason.

Add and manage custom columns

Admins can create custom columns from the same Workspace columns area. Give the column a name and pick its type:

A column's type is fixed once it is created. If you need a different type, create a new column. Admins can rename an existing column and change the choices offered by a single-select column from the gear panel. A value using a removed choice remains stored until someone edits that cell.

Custom columns are shared across your whole workspace: everyone sees the same columns and the same values, and any team member can choose to display them on their phase view.

Removing a custom column archives it. The column disappears from the table and from everyone's column lists, but its values are kept. Admins can restore an archived column from the gear panel and its values come back with it.

Edit a value

Select a cell in a custom column to edit it. Text, number, and date cells save when you press Enter or click away, and discard your change when you press Escape. A single-select cell saves as soon as you pick an option, and a checkbox saves as soon as you toggle it. Clearing a cell removes its value.

You can edit a customer's values as long as you have access to that customer's conversation. Built-in and report columns cannot be edited — they reflect real activity and report results, and typing over them would misrepresent what happened.

If someone else changes the same cell while you are editing it, your change is declined and the table shows you their value instead, so no one's edit is silently overwritten.

What custom columns do and do not do

Custom columns are notes for your team. They are shown only on the Phases page. They never change how your assistant replies, never move a customer between phases, and never trigger messages or automations. Use them to record and organize what your team knows — not to drive behavior.