What is the customer directory?

Every customer Klaviyo knows about, with what they have spent, what they are likely to spend, and their risk of leaving.

Customers in the sidebar lists everybody who has bought from you, with the numbers that say who is worth keeping. Fairgreen Golf Co. has around fifty thousand of them, and the point of this screen is finding the few hundred that matter this week.

The records come from Klaviyo, which is where the spending history and the predictions live.

What does it hold on each person?

More than a name and an order count.

Total, historic and predicted CLV. What they have spent, and what Klaviyo forecasts they will spend.
A value tier: VIP, High, Mid or New, banded from their spending.
Churn probability: Klaviyo's estimate of the chance they stop buying.
Last seen, plus average order value, average days between orders and an expected next order date.
Their recent orders, their loyalty status, and any note your team left on them in Shopify.

Why does this exist next to your tasks?

Because "who should we call" is a question with an answer, and normally that answer lives in a marketing tool nobody outside marketing opens.

Here, a customer's history sits next to the order that went wrong, the callback somebody owes them, and the chat thread about it. A callback logged in Tideswell can create the contact, and an existing customer's missing phone number gets filled in rather than overwritten. See How to log and work through callbacks.

When would you use it?

Before a call. Look somebody up so you know whether you are talking to a first-time buyer or your best customer.
To build a list worth acting on. Highest value, or highest churn risk, filtered to a region. See How to build a list of your best or most at-risk customers.
To check an order's customer. Clicking a name on the store dashboard opens the same panel. See How to look up orders and check your fulfilment backlog.

What is this not?

It is not your email tool. Segments, flows and campaigns live in Klaviyo, and Tideswell has no screen for them.

What Tideswell does have is the analyst, which can answer how your flows and segments are performing in sentences. Email & SMS check is one of its built-in buttons. See What is the analyst?.

It is also not a place to edit a customer. What you see is read from Klaviyo and Shopify, so changes are made there.

What has to be connected?

Klaviyo. Without it the page shows a connect prompt rather than an empty table, and connecting is covered in How to manage integrations, your workspace name and the audit log.

The value tier and churn filters additionally need a sync to have run, because those stats are pulled across rather than computed here. The empty state says so and points at the Sync button.

Where to go next

How to find a customer and read their history covers searching, and reading one person's full history. How to build a list of your best or most at-risk customers covers the filters and sharing a list with a colleague.