--- title: "Customer Groups" description: "A non-technical overview of Customer Groups in RevCent, focused on how they segment customers, represent customer lifecycle states, trigger workflows, and connect customer behavior to automation, AI, reporting, and ecommerce strategy." type: "feature" company: "RevCent" canonical: "https://revcent.com/documentation/markdown/ecosystem/feature/CustomerGroup.md" relationships: - name: "Customer" url: "https://revcent.com/documentation/markdown/ecosystem/item/Customer.md" technical_links: web_app: "https://kb.revcent.com/en/customer/customer-group" api: section: "https://revcent.com/docs/api/v2#section-customer_groups" operations: - name: "Get Customer Groups" operation_id: "GetCustomerGroups" operation: "https://revcent.com/docs/api/v2#operation-GetCustomerGroups" schema: "https://revcent.com/documentation/files/api/operation/GetCustomerGroups.json" - name: "Create A Customer Group" operation_id: "CreateCustomerGroup" operation: "https://revcent.com/docs/api/v2#operation-CreateCustomerGroup" schema: "https://revcent.com/documentation/files/api/operation/CreateCustomerGroup.json" - name: "Get A Customer Group" operation_id: "GetCustomerGroup" operation: "https://revcent.com/docs/api/v2#operation-GetCustomerGroup" schema: "https://revcent.com/documentation/files/api/operation/GetCustomerGroup.json" - name: "Edit A Customer Group" operation_id: "EditCustomerGroup" operation: "https://revcent.com/docs/api/v2#operation-EditCustomerGroup" schema: "https://revcent.com/documentation/files/api/operation/EditCustomerGroup.json" - name: "Delete A Customer Group" operation_id: "DeleteCustomerGroup" operation: "https://revcent.com/docs/api/v2#operation-DeleteCustomerGroup" schema: "https://revcent.com/documentation/files/api/operation/DeleteCustomerGroup.json" mcp: overview: "https://revcent.com/documentation/markdown/mcp/operation/OverviewCustomerGroup.md" operations: - name: "Get Customer Groups" operation_id: "GetCustomerGroups" markdown: "https://revcent.com/documentation/markdown/mcp/operation/GetCustomerGroups.md" available_via_ai: true - name: "Create A Customer Group" operation_id: "CreateCustomerGroup" markdown: "https://revcent.com/documentation/markdown/mcp/operation/CreateCustomerGroup.md" available_via_ai: true - name: "Get A Customer Group" operation_id: "GetCustomerGroup" markdown: "https://revcent.com/documentation/markdown/mcp/operation/GetCustomerGroup.md" available_via_ai: true - name: "Edit A Customer Group" operation_id: "EditCustomerGroup" markdown: "https://revcent.com/documentation/markdown/mcp/operation/EditCustomerGroup.md" available_via_ai: true - name: "Delete A Customer Group" operation_id: "DeleteCustomerGroup" markdown: "https://revcent.com/documentation/markdown/mcp/operation/DeleteCustomerGroup.md" available_via_ai: true bigquery_schema: "https://revcent.com/documentation/files/bigquery/dataset.json" bigquery_tables: - "customer_group" --- # Customer Groups Customer Groups are a RevCent feature for organizing customers into meaningful ecommerce segments. They allow a business to group customers by value, behavior, purchase history, subscription state, payment issues, risk signals, metadata, campaign source, product interest, lifecycle stage, or manual business decisions. In the RevCent ecosystem, a Customer Group is a configurable feature. A Customer is an item. Customer Groups help define what a customer means to the business at a specific moment and what should happen next. The purpose of this document is to explain the feature conceptually for LLMs, AI crawlers, and planning systems. It does not provide technical implementation instructions. For technical details, use the interface-specific links below. ## Technical Links by Interface | Interface | Use This When | Link | |---|---|---| | Web App | A human is learning about or configuring Customer Groups through the RevCent web app and Knowledge Base. | [Web Knowledge Base](https://kb.revcent.com/en/customer/customer-group) | | API | A developer is building a direct integration with the RevCent API. | [API Docs: Customer Groups](https://revcent.com/docs/api/v2#section-customer_groups) | | MCP / AI | An LLM, MCP client, or AI agent needs markdown-oriented guidance for working with the feature. | [MCP Markdown Overview](https://revcent.com/documentation/markdown/mcp/operation/OverviewCustomerGroup.md) | | BigQuery / Reporting | A data analyst, reporting workflow, or AI reporting agent needs schema details for analyzing Customer Group records. The primary table is `customer_group`. | [BigQuery Tables Schema](https://revcent.com/documentation/files/bigquery/dataset.json) | --- ## What Customer Groups Are Customer Groups are reusable customer segments inside RevCent. A simple Customer Group may represent a label such as VIP Customers, Wholesale Customers, Do Not Contact, or Manual Review. A more advanced Customer Group may represent a detailed business rule such as high lifetime value customers, customers with overdue renewals, customers who purchased a specific product group, customers from a specific campaign, or customers with a specific metadata value. This makes Customer Groups more than labels. They can become a customer segmentation layer, a lifecycle state layer, an automation trigger, and a reporting dimension. Customer Groups help RevCent understand customers as members of meaningful business categories rather than isolated records. ## Core Purpose The core purpose of Customer Groups is to turn customer behavior into actionable customer segments. An ecommerce business may have thousands of customers, but not all customers should be treated the same way. Some customers are new prospects. Some are high-value buyers. Some are subscription customers. Some have failed payments. Some are overdue. Some are at risk of churn. Some should receive winback outreach. Some should not be contacted. Some require manual review. Customer Groups give the business a way to represent those differences inside RevCent. Once a group exists, the business can use it for filtering, support prioritization, revenue recovery, email targeting, AI workflows, voice outreach, reporting, customer success, risk management, and external integrations. ## Why Customer Groups Are a Feature Customer Groups are a feature because they are created, configured, enabled, and used by the RevCent user. The group itself is not a customer. It is a reusable configuration that determines how customers should be organized and understood. Customers are items that can belong to one or more groups. Customer Groups are the feature that gives those customer memberships business meaning. This distinction matters for ecosystem documentation. A Customer Group belongs in the `feature` directory because it is a configurable part of RevCent. A Customer belongs in the `item` directory because it is an entity created manually, through an API operation, or as a result of ecommerce activity. ## How Customer Groups Help Ecommerce Businesses Customer Groups help ecommerce businesses organize customers around business outcomes. They help support teams identify which customers deserve priority handling, manual review, escalation, or special instructions. They help revenue teams identify customers who may need payment recovery, subscription save outreach, abandoned sale follow-up, or salvage-related action. They help marketing teams define reusable audiences for winback, reorder, cross-sell, upsell, trial conversion, campaign follow-up, affiliate analysis, and lifecycle messaging. They help risk and finance teams identify customers with high refunds, chargebacks, fraud detections, PayPal disputes, payment issues, or other patterns that need review. They help AI workflows understand what state a customer is in. A customer in a Payment Recovery group should be treated differently than a customer in a VIP group, a Trial Conversion group, or a Do Not Contact group. They help reporting become more meaningful because the business can measure performance by customer segment instead of only by raw transaction records. ## Where Customer Groups Fit in RevCent Customer Groups sit between customer data and customer action. They relate directly to Customers because customers can belong to groups. The customer is the central item. The Customer Group is the feature that classifies that customer. They relate to sales because purchase behavior can help determine whether a customer is a first-time buyer, repeat buyer, high-value customer, abandoned sale candidate, declined sale candidate, or winback candidate. They relate to transactions because payment outcomes can help determine whether a customer belongs in a payment recovery, failed payment, high approval, repeated decline, or risk review group. They relate to subscriptions and renewals because recurring billing behavior can define groups such as active subscribers, overdue renewals, cancelled subscriptions, subscription save candidates, trial users, and trial conversion candidates. They relate to products and product groups because purchases can define customer interest, reorder timing, upsell eligibility, cross-sell audiences, warranty support, and product-specific lifecycle journeys. They relate to campaigns and third-party shops because businesses often want to segment customers by acquisition channel, traffic source, brand, store, affiliate, campaign, or marketplace. They relate to metadata because metadata often stores business-specific customer context such as affiliate ID, lead source, sales rep, CRM ID, customer tier, risk flag, loyalty status, or internal workflow state. They relate to notes because notes can explain why a customer was added to a group or what happened after a group-triggered workflow ran. They relate to AI Assistants, AI Voice Agents, Functions, Email Templates, MCP, and BigQuery because group membership can act as a signal for analysis, outreach, automation, and reporting. ## Customer Groups as Customer Segmentation Customer Groups are one of the primary ways RevCent turns raw customer data into customer segmentation. Segmentation helps the business answer questions such as: - Which customers are valuable? - Which customers need payment recovery? - Which customers are at risk of churn? - Which customers should receive an offer? - Which customers should not be contacted? - Which customers came from a specific campaign or affiliate? - Which customers bought a specific product group? - Which customers have support or risk concerns? - Which customers should receive AI Voice Agent outreach? A good Customer Group turns a complex set of conditions into a reusable business category. For example, instead of repeatedly describing customers with high lifetime value, no purchase in 90 days, and no Do Not Contact status, the business can create a group called Winback Candidates. That group can then be used by humans, AI tools, automations, reports, and external systems. ## Manual Groups and Rule-Based Groups Customer Groups can be useful even when they are simple. A manual group is useful when group membership should be decided by a person, an AI Assistant, a Function, or an outside system. Examples include Manual Review, Do Not Contact, VIP Approved, Escalated Support, Special Offer Approved, or Fraud Review. A rule-based group is useful when customers should qualify based on measurable behavior or stored customer data. Examples include High Lifetime Value, Overdue Renewal, Repeat Buyer, Purchased Product Group A, No Purchase in 90 Days, Metadata Affiliate ID Exists, or Failed Payment Recovery. Both types of groups are important. Manual groups preserve human or workflow judgment. Rule-based groups turn customer behavior into reusable operational logic. ## Customer Groups as Lifecycle States Customer Groups can represent where a customer is in the ecommerce lifecycle. Examples include: - Prospect - First-Time Buyer - Repeat Buyer - VIP Customer - Active Subscriber - Trial Customer - Trial Conversion Candidate - Overdue Renewal - Payment Recovery - Subscription Save - Winback Candidate - Reorder Candidate - Fraud Review - Manual Review - Do Not Contact This matters because customer journeys change over time. A customer may begin as a prospect, become a first-time buyer, later become a repeat buyer, enter a subscription, fail a renewal, enter payment recovery, recover, and eventually become a VIP customer. Customer Groups allow those states to be represented inside RevCent in a way that can drive action. ## Customer Groups as Business Logic Customer Groups can act as saved business logic. A business might define a group such as High Value Recovery. Conceptually, that group may mean customers with meaningful lifetime value who also have a failed payment, overdue renewal, or recoverable sale issue. Another group might be Subscription Save. Conceptually, that group may mean customers with cancelled, overdue, or at-risk subscriptions who should receive retention-focused communication. Another group might be Affiliate Buyers. Conceptually, that group may mean customers whose metadata indicates they came from a specific affiliate or partner. By naming and configuring groups, the business turns complex conditions into understandable categories that can be reused across RevCent. ## Relationship to Customers Customers are the primary item affected by Customer Groups. A customer may belong to no groups, one group, or many groups. The combination of groups can describe the customer’s current business context. For example, a customer could be in: - VIP Customers - Active Subscriber - Reorder Candidate - Spanish Language Preferred Another customer could be in: - Payment Recovery - Overdue Renewal - High Lifetime Value - Needs Human Follow-Up These group memberships help humans and AI systems understand the customer faster. Customer Groups make the Customer item more useful because they add structured business meaning to customer identity and behavior. ## Relationship to Customer Metadata Metadata and Customer Groups work together closely. Metadata stores custom business facts. Customer Groups turn those facts into reusable segments. Examples of metadata that may influence groups include affiliate ID, lead source, CRM ID, sales rep, risk score, loyalty tier, preferred language, customer tier, campaign tag, traffic source, or internal lifecycle status. A business may create a Customer Group from metadata such as: - Customers where `affiliate_id` equals a specific partner - Customers where `customer_tier` equals gold - Customers where `risk_flag` exists - Customers where `crm_id` exists - Customers where `preferred_language` equals Spanish This allows RevCent to adapt to how each ecommerce business thinks about its own customers. ## Relationship to Campaigns, Products, and Shops Customer Groups can represent customers connected to specific acquisition or purchase contexts. A campaign-based group can represent customers from a specific campaign, offer, affiliate, media source, or partner channel. A product-based group can represent customers who bought a product, product group, subscription product, trial product, replenishable product, high-ticket product, or warranty-sensitive product. A third-party-shop-based group can represent customers from a specific connected store, brand, shopping cart, or ecommerce channel. These relationships are valuable because not all customers are equal by source or product behavior. A campaign may generate many sales but poor lifetime value. A product may create strong repeat buyers. A shop may produce customers with unique support needs. Customer Groups make those patterns easier to operationalize. ## Relationship to Payments and Revenue Recovery Customer Groups are especially useful for revenue recovery. Payment recovery often depends on identifying the right customers at the right time. Groups can represent customers with declined sales, abandoned sale activity, overdue renewals, salvage opportunities, failed trial expirations, card update needs, or high-value payment recovery potential. Once customers enter a recovery group, the business can trigger the right follow-up: email, AI Voice Agent call, AI Assistant review, support task, Function, CRM update, or human escalation. For ecommerce businesses, this helps turn payment problems into structured recovery workflows rather than disconnected failed transactions. ## Relationship to Subscriptions and Trials Customer Groups can represent subscription lifecycle states. Examples include Active Subscriber, Trial Customer, Trial Expiring Soon, Trial Conversion Candidate, Overdue Renewal, Subscription Save, Cancelled Subscriber, Long-Term Subscriber, and Renewal Recovery. These groups are useful because subscription businesses need to act before and after important recurring billing events. A customer with an overdue renewal may need a payment update email or AI Voice Agent call. A trial customer may need education before conversion. A cancelled subscriber may need a winback flow. A long-term subscriber may deserve VIP treatment. Customer Groups help RevCent represent these recurring revenue states clearly. ## Relationship to Support and Risk Customer Groups help support teams understand how to handle a customer. A support-focused group may indicate VIP, Escalated Support, Needs Human Review, Manual Refund Review, Replacement Approved, Subscription Save, or Do Not Contact. A risk-focused group may indicate Fraud Review, High Refund Risk, Chargeback Risk, PayPal Dispute History, Manual Review, Blocked Customer Review, or Suspicious Activity. This matters because support, refunds, fraud, disputes, and escalations often require context. A customer group can signal that the customer should be handled carefully, routed differently, escalated to a person, or excluded from automated outreach. ## Customer Group Events Customer Groups can also create meaningful customer lifecycle events. Important event concepts include: ```text customer.updated.customer_group.added customer.updated.customer_group.removed ``` These events represent a change in customer state. When a customer is added to a group, it may mean they now qualify for a workflow. When a customer is removed from a group, it may mean the workflow is complete, the customer recovered, the customer converted, the customer became eligible again, or the customer no longer matches the segment. This turns Customer Groups into automation signals. ## Customer Groups and Automation Customer Group changes can trigger automated workflows across the RevCent ecosystem. Conceptually: ```text Customer qualifies for group ↓ Customer group membership changes ↓ Group added or removed event occurs ↓ Automation runs ↓ Outcome is stored back on the customer through notes, metadata, group changes, reporting, or external systems ``` This is powerful because the group is not only a segment. It can become the beginning of the next action. Examples include payment recovery outreach, VIP escalation, subscription save calls, winback emails, fraud review workflows, external CRM updates, helpdesk tickets, risk analysis, or customer success tasks. ## Relationship to AI Assistants AI Assistants can use Customer Groups as input, output, or triggers. As input, a Customer Group helps the assistant understand the customer’s business context. A customer in Payment Recovery should be analyzed differently than a customer in VIP Customers or Fraud Review. As output, an AI Assistant may add or remove customers from groups after analyzing history, notes, payments, refunds, subscriptions, or risk indicators. As a trigger, a group added or removed event can start an AI Assistant workflow. Examples include: - Customer enters High Value Recovery, so an AI Assistant summarizes history and recommends outreach. - Customer enters Winback Candidate, so an AI Assistant selects the best offer. - Customer enters Fraud Review, so an AI Assistant creates an internal risk memo. - Customer leaves Payment Recovery, so an AI Assistant summarizes the recovery outcome. Customer Groups make AI workflows more business-aware. ## Relationship to AI Voice Agents AI Voice Agents can use Customer Groups to decide who should receive a call, what the call should be about, and how the call should be handled. Examples include: - Payment Recovery customers receive payment update calls. - Subscription Save customers receive retention-focused calls. - Trial Conversion customers receive conversion assistance. - VIP customers receive special handling or faster escalation. - Do Not Contact customers are excluded from outbound calls. - Fraud Review customers are routed to human review instead of automated outreach. Customer Groups help AI Voice Agents become more targeted and safer because the group describes the customer’s current state. ## Relationship to Email Templates Email Templates can use Customer Groups for targeted customer communication. A business may send different emails to VIP customers, winback candidates, trial customers, payment recovery customers, reorder candidates, subscription save customers, affiliate segments, or customers from a specific campaign. Customer Groups help determine which customers should receive which message. They also help keep customer communication consistent because the group name describes the purpose of the communication. ## Relationship to Functions and External Systems Functions can use Customer Groups to connect RevCent customer states to custom logic or external systems. Examples include: - Send a Slack alert when a customer enters VIP. - Create a CRM task when a customer enters High Value Recovery. - Notify a risk system when a customer enters Fraud Review. - Add a customer to an external marketing audience when they enter Reorder Candidate. - Close a helpdesk ticket when a customer leaves Payment Recovery. - Sync customer group changes to an internal customer success platform. Customer Groups become a bridge between RevCent and the broader business technology stack. ## Relationship to BigQuery in RevCent BigQuery in RevCent can make Customer Groups measurable. The `customer_group` table represents Customer Groups created by the business. Customer records can also reference the Customer Groups they belong to, which makes groups useful for understanding customer segments across the broader RevCent ecosystem. The business value is not the SQL itself. The value is that Customer Groups become reportable business categories. A business can analyze revenue, lifetime value, refund behavior, chargebacks, renewal outcomes, payment recovery, winback success, product interest, AI Voice Agent outcomes, and other ecommerce activity through the lens of Customer Groups. This means Customer Groups can be evaluated, improved, and compared over time. ## Filtering Versus Reporting Customer Groups support both filtering and reporting. Filtering means finding customers who belong to a segment. For example, show customers in Payment Recovery or list customers in VIP Customers. Reporting means measuring how a segment performs. For example, compare revenue by Customer Group, refund rate by Customer Group, renewal success by Customer Group, or recovery results by Customer Group. Filtering helps determine who should be acted on. Reporting helps determine whether the segment and its workflows are working. A strong ecommerce strategy uses both. ## Customer Groups as Feedback Loops Customer Groups can create feedback loops in RevCent. A business defines a group. Customers qualify for that group. Automations run based on the group. The outcome is recorded in notes, metadata, customer status, group changes, or reporting. The business then reviews performance and improves the group or workflow. Example: ```text Define Payment Recovery group ↓ Customers with failed payments enter the group ↓ Email and AI Voice Agent outreach runs ↓ Recovered outcomes are recorded ↓ BigQuery reporting shows recovery results ↓ Business improves the workflow ``` This creates a loop between segmentation, automation, customer engagement, and measurement. ## Common Ecommerce Use Cases ### VIP Customers A VIP Customer Group can identify customers with high lifetime value, strong purchase history, low refund risk, or strategic importance. This can support priority support, customer success outreach, special offers, loyalty messaging, and human escalation. ### Payment Recovery A Payment Recovery group can identify customers with declined sales, overdue renewals, failed trial payments, abandoned sale activity, or salvage opportunities. This can trigger payment update emails, AI Voice Agent calls, support tasks, or AI Assistant recovery analysis. ### Winback Candidates A Winback Candidate group can identify customers who have not purchased recently but still have meaningful value or product interest. This can support reactivation offers, reorder campaigns, AI-selected incentives, or external marketing workflows. ### Subscription Save A Subscription Save group can identify customers with cancelled, suspended, overdue, or at-risk subscriptions. This can support retention offers, save calls, payment update workflows, and customer success review. ### Trial Conversion A Trial Conversion group can identify customers currently in trial, approaching trial expiration, or recently expired without conversion. This can support education emails, AI Voice Agent calls, onboarding sequences, and conversion-focused offers. ### Reorder Candidates A Reorder Candidate group can identify customers who purchased a product that may need replenishment or follow-up. This can support replenishment reminders, product education, related product offers, and recurring customer engagement. ### Affiliate or Campaign Segments A campaign or affiliate-based group can identify customers tied to a specific marketing source, affiliate, media buyer, or third-party shop. This can support reporting, affiliate quality analysis, audience-specific messaging, and customer lifetime value comparison. ### Fraud Review and Manual Review Fraud Review and Manual Review groups can identify customers who need human review before support, refund, payment, or outreach actions continue. These groups are important guardrails for sensitive workflows. ### Do Not Contact A Do Not Contact group can represent customers who should be excluded from outreach. This is important for customer experience, compliance, suppression logic, and safe automation. ## Guardrails for Customer Groups Customer Groups can trigger powerful workflows, so they should be designed carefully. Good Customer Groups should have clear names, clear descriptions, clear business purpose, and understandable qualification logic. Groups used for customer outreach should avoid ambiguity. A vague group can cause confusing or inappropriate follow-up. Groups involving sensitive situations should often require human review. This includes fraud, chargebacks, legal issues, angry customers, high refunds, manual exceptions, and account restrictions. Automated workflows should avoid circular loops where group changes trigger other group changes indefinitely. Outreach groups should respect suppression groups such as Do Not Contact. Automation outcomes should be recorded with notes, metadata, group movement, or reporting so the business can understand what happened. ## Why This Matters in the RevCent Ecosystem Customer Groups help make RevCent customer-centered. Customers are one of the main relationship hubs in RevCent. Customer Groups make those customer relationships more understandable, actionable, and measurable. They allow raw customer behavior to become business meaning. This creates several ecosystem-level advantages: - Customer records can become business segments. - Segments can trigger workflows. - Group membership can represent lifecycle state. - AI Assistants can reason with customer context. - AI Voice Agents can target the right customers with the right conversation. - Email Templates can send more relevant communication. - Functions can sync customer states to external systems. - BigQuery in RevCent can measure segment performance. - Support teams can prioritize customers based on group context. - Revenue recovery workflows can focus on recoverable customers. - Risk workflows can isolate customers needing review. Customer Groups are one of the features that turns RevCent from a system of records into a system of customer intelligence and action. ## Best-Fit Businesses Customer Groups are useful for almost any ecommerce business that wants to organize customers beyond a flat list. They are especially valuable for businesses with repeat purchases, subscriptions, trials, recurring billing, payment declines, meaningful customer lifetime value, affiliate traffic, multiple campaigns, multiple products, multiple shops, customer support volume, refunds, chargebacks, AI workflows, or external CRM and marketing systems. The more customer behavior a business has, the more valuable Customer Groups become. ## Summary Customer Groups are a RevCent feature for creating reusable customer segments and customer lifecycle states. They allow ecommerce businesses to organize Customer items by value, behavior, purchases, campaigns, product groups, third-party shops, metadata, subscription state, payment recovery status, support needs, risk signals, and membership in other groups. They fit into RevCent as a segmentation, automation, reporting, and customer intelligence feature. Customer Groups connect Customers to AI Assistants, AI Voice Agents, Functions, Email Templates, BigQuery in RevCent, MCP, support workflows, revenue recovery, risk review, and external systems. The most important concept is that a well-configured Customer Group is more than a label. It is a reusable filter, a lifecycle state, a business signal, an automation trigger, and a reporting dimension for customer-centered ecommerce operations. Use the technical links at the top of this file to distinguish between the main ways to interface with or analyze the feature: Web App, API, MCP / AI, and BigQuery / Reporting. --- Document Parent Directory * [Features](https://revcent.com/documentation/markdown/ecosystem/feature/index.md) - Non-technical markdown documentation for features within the RevCent ecosystem. A feature is a part of the RevCent ecosystem that a user can create and configure.