Skip to main content
Customer owners and followers help you route accountability and notifications to the right people.
  • Owner: the user responsible for the customer.
  • Followers: users who want to stay informed about a customer, even if they are not the owner.
The customer monitoring agent can use both fields when deciding who to ping about a customer.

​
Where owners and followers appear

Open a customer page and view the customer information panel. When customer intelligence is enabled, you can see:
  • Owner: an inline user selector.
  • Followers: follower avatars and a Follow or Unfollow action.
  • Monitoring agent: the agent currently monitoring the customer, if one is assigned.

​
Set or change the customer owner

  1. Open the customer page.
  2. Find the Owner row in the customer information panel.
  3. Select a user from the dropdown.
  4. Hyperline saves the owner and shows a confirmation message.
You can clear the owner if no user should be responsible for that customer yet.
Use one owner per customer for accountability. Use followers for teammates who need updates but should not be treated as the primary owner.

​
Follow or unfollow a customer

  1. Open the customer page.
  2. Find the Followers row.
  3. Click Follow to follow the customer.
  4. Click Unfollow to stop following the customer.
The owner can also follow the customer. Ownership and following are separate signals.

​
Follow a customer segment

You can follow a segment to automatically follow every customer that belongs to it.
  1. Go to Customers > Segments.
  2. Open a segment.
  3. Click Follow segment.
When a customer matches a followed segment, Hyperline adds you as a follower through that segment. If the customer later stops matching the segment, the segment-based follow is removed automatically.
If you follow a customer through a segment, you cannot unfollow that customer individually while the segment still applies. To stop those follows, unfollow the segment or update the segment rules.

​
Use owners and followers for notifications

In a monitoring agent’s Notifications tab, you can choose whether the agent may ping:
  • The Customer owner
  • Customer followers
  • Specific selected users
  • A Slack channel
Hyperline deduplicates recipients when the same user is both an owner and a follower.

​
Configure your profile notifications

Each user controls their personal notification preferences from Profile > Notifications. These settings apply when you are selected as a customer owner or follower for a customer notification. The profile notification page has three main areas:
AreaWhat you can configure
Notification channelsWhich personal channels Hyperline can use to notify you
Customer notificationsWhich customer events should trigger notifications for you
Followed segmentsWhich segments automatically add you as a follower on matching customers

​
Notification channels

Use Notification channels to decide where you can receive agent pings:
  • Hyperline chat: creates an in-product conversation when an agent pings you.
  • Slack DM: sends agent pings to you directly in Slack when Slack is connected.
  • Email: sends agent pings by email when email delivery is available for your account.
Slack DM and email options may appear unavailable until the related provider is connected.

​
Customer notifications

Use Customer notifications to choose which customer events should notify you when you are the owner or a follower of the customer. You can enable or disable:
  • Invoice settled
  • Invoice becomes late
  • Payment fails
  • Payment method changes
  • Payment method deleted
  • Monitoring score changes
  • Contract renews soon
For Monitoring score changes, set the minimum score change required before Hyperline notifies you. For Contract renews soon, set how many days before renewal you want the notification to trigger.

​
Followed segments

Use Followed segments to manage segment-based follows from your profile.
  1. Go to Profile > Notifications.
  2. In Followed segments, select a segment.
  3. Click Add.
Customers matching that segment are followed automatically. You can also remove a segment from this list to stop following customers through that segment.
Combine segment follows with customer notification settings to build personal work queues. For example, follow a Late payment behavior segment and enable Invoice becomes late to stay informed about customers that match your collections scope.

Example 💡

Your finance lead follows a Late payment behavior segment, while account managers are assigned as owners on their customers. When the monitoring agent detects a payment issue, it can notify the owner for accountability and the finance lead for collections context.