VIP customers are the ones you cannot afford to keep waiting. In Text, you can add any customer as VIP so their chats jump to the top of your list, and a crown badge follows them everywhere. Adding takes one click from the customer card, a chat or ticket, or the conversation header.
What is a VIP customer?
A VIP customer is a customer flagged as high-value in their customer record. The flag sits on the customer, not on a single chat or ticket, so it applies to every channel they use and every conversation they start from now on. Agents see it as a crown badge and get that context without opening order history.
Add or remove a customer as a VIP
There are three places to do this, and all three toggle the same status. Whichever one you use, the change shows up in the other two right away.
From the customer card
Open a chat or ticket and look at the customer card in the details panel. You can also add a customer as a VIP directly from the customer list.
Hover over the customer's name to reveal the quick actions.
Click the crown icon. The tooltip reads "Add to VIP" or "Remove from VIP," depending on the current status.
From the chat or ticket list
Go to Chats or Tickets.
Hover over a row and click the three dots button.
Choose Add customer to VIP or Remove customer from VIP.
From the conversation header
Open the chat or ticket.
Click the 3 dots button in the conversation header.
Choose Add customer to VIP or Remove customer from VIP.
Where the VIP badge appears
Once a customer is added as a VIP, the crown badge shows up in four places.
The chat and ticket list in the Inbox, next to the cart icon, that shows an identified customer
The customer card in the details panel
The Customer list
The full customer profile
Because the badge travels with the customer record, it stays visible whether they reach you over chat, email, or a ticket.
How VIP status affects your chat list
In active Chats, conversations from VIP customers are pinned to the top of the list. Pinning sits on top of sorting rather than replacing it.
A VIP conversation renders at the top whatever sorting option you have active
Changing the sort order reorders everything below the pinned group, not the pinned group itself
A chat that goes idle keeps its position at the top
Pinning applies to active chats only. In the chat archive, in Tickets, and in the Customer list, sorting works exactly as it did before, and you can use filters instead. If you want a saved view built on other criteria, chat views still handle that.
Filter and find VIP customers in the Customer list
The Customers section offers two ways to view your VIP customers.
The VIP filter. Open the Contacts view and add the VIP filter, along with filters such as Activity, agent, teammate, and tag. Pick Yes to see only VIP customers or No to see everyone else. The filter combines with any other filter you have active.
The VIP segment. A VIP segment sits in the Customers navigation next to All, Leads, and Last 30 days. It is a fixed view scoped to VIP customers, so it is the faster option when you check the same group every day.
Both read the same customer attribute. Use the filter when you are narrowing a broader search, and the segment when you want the group on its own. For background on the rest of the section, see Contacts and Real-time customers.
Frequently asked questions
Not yet. For now, VIP customers will only be pinned to the top of the Chats list. VIP prioritization does not currently apply to Archives, Tickets, or the Customers list.
This feature is available to the entire team. Both admins and agents can add or remove customers as VIP, and these changes will be visible to everyone.
Not yet. All three entry points work on one customer at a time, so bulk selection in the Customer list will not apply VIP status.
Yes. VIP lives on the customer record, not on a conversation. Whether the customer writes in through chat, sends an email, or opens a ticket, the crown badge appears the same way, and the pin applies to their active chats.