Customer Management in Mumble: Lists, Fields, and Imports

Summary

The Customers area in Mumble is the database of everyone you’ve ever had a conversation with, or whom you’ve added manually or via the API. This article explains the three tabs in the area (Customers, Lists, Custom Fields), the ways to add customers (manual, CSV import, API), the structure of the customer card including marketing and UTM fields, and the practical features such as splitting lists into smaller groups to stay within daily quotas.

The three tabs in the area

In the main menu, “Customers.” At the top of the page there are three tabs:

• Customers. A list of all customers, with search, import, export, and creation.
• Lists. Managing the lists (labels) that mark customers. Name, color, number of customers, split, and export.
• Custom Fields. Additional fields you add to each customer’s card, up to 15 per account.

The Customers page

The main table shows all customers in five columns: row number and a checkbox, customer name (clicking it opens the full profile), phone, the lists the customer belongs to (shown as colored tags), and country code. You can remove a list from a customer directly from the table by clicking the x on the tag, without opening the profile.

The purple + button: four actions

• Create a new customer. Opens a manual form to add a single customer.
• Export all customers. Downloads the entire database to a CSV file. Useful for backups, bulk editing, or syncing with an external CRM.
• Import new customers. Uploads a CSV file with a list of new customers.
• Sample file. Downloads an empty CSV template with the correct column names. It’s always worth starting from it before an import.

Three ways to add customers

Adding manually from the interface

Clicking “+” and choosing “Create a new customer” opens a form with two required fields (full name, phone in international format) and optional fields (email, description, link to an existing list). This suits adding a single customer. For customers in bulk, use the import.

Adding via the API

If you have an external system (a website, a CRM, a lead form) that passes customers to Mumble, send a POST request to the following endpoint:

Request body fields (JSON):

You can also add custom fields to the request as additional parameters in the JSON body. For more information and the full list of endpoints, see the Mumble API documentation at app.mumble.co.il/mumbleapi/docs.

Importing from a CSV file

The fastest way to upload in bulk. Download the “Sample file” that appears in the + menu, fill it in, and upload it via “Import new customers.” There’s a dedicated import article linked at the end. In short, the columns Mumble recognizes automatically are: full_name, phone, country_code, email, description, label_name, agent_name, and any additional column whose name is identical to the name of a custom field.

The customer card

Clicking a customer’s name opens their full profile. This is the densest screen in Mumble, and it includes all the information gathered about them from every source.

Basic details

Name, phone (with a country-flag picker), email, and a free-text description.

Custom fields

The fields you defined for the account appear here as input fields. You can create a new field by clicking “Add field” at the bottom of the area, subject to the cap of 15 fields.

Customer assignment

• Lists. Which lists the customer belongs to. You can search and add.
• Agent. The person responsible for the customer. When they answer a conversation, it will appear under that agent.
• Team. The responsible team, if you want the whole team to see the customer’s conversations (for example, “Sales” or “Service”).
• Chatbot. If you want a particular chatbot to pick up the customer when they write.

You can assign a customer to an agent, a team, and a chatbot at the same time. They work together.

Customer notes

A free-text area suited to internal notes that get updated over the course of the relationship with the customer. It’s separate from the “Description” field, which is more static.

Marketing area

This is the area that turns Mumble from a simple CRM into an ad-attribution platform. It’s collapsed by default so as not to overwhelm, but it holds valuable information if your leads come from Facebook, Google, or TikTok campaigns. Three groups:

UTM Parameters

utm_campaign, utm_medium, utm_source, utm_term, utm_content, utm_ad, placement. These are populated automatically if the customer arrived through a link with UTM parameters that Mumble recognized.

Click IDs

ga_session_id (Google Analytics), gclid (Google Ads), fbclid (Meta/Facebook Ads), gbraid + wbraid (Google iOS), msclkid (Bing), ttcid + tblci (TikTok), yclid (Yandex), twclid (X), li_fat_id (LinkedIn), obcid (Outbrain), keyword_id, ad_id, adset_id, campaign_id.

Cookies, URL, and more

ip, user_agent, current_url, cid, fbp, fbc, layer, device, matchtype, form, network. Most of these are captured automatically if Mumble Tracker is installed on your website.

These fields turn every customer in Mumble into a full attribution record. For performance marketers, this is the bridge between ad spend and what happens afterward in the conversation. When combined with Meta’s API, you can close the loop and send conversion events back to the ad platforms.

The Lists tab

Lists (labels) are the basic segmentation unit in Mumble. They are the audience for campaigns, the triggers for automatic campaigns, the conditions for automations, and the filters in the chat.

The table

Six columns: row number, list name, the number of customers in it, background color, text color, and actions. Bold colors make it easier to scan the chat visually, for example red with white text for “At Risk,” green with black text for “VIP.”

The three actions on each list

• Split (scissors). Divides the list into smaller sub-groups. A classic use: you have a list of 1,000 customers, but Meta lets you send to only 250 per day. The split will create four lists of 250, and you can spread the campaign across four days without exceeding the limit.
• Export (up arrow). Downloads all the customers in the list to a CSV file.
• Delete (trash). Deletes the list. The customers themselves aren’t deleted, only the marking.

A warning before renaming a list

If you rename a list that an automation, an automatic campaign, or the API references by its name, those calls will break silently. They won’t throw an error; they’ll simply look for a name that no longer exists and fail to find it. Before renaming, check that the list isn’t used in any automation, and update every action that uses it. For large, active lists, it’s better to create a new list and move the customers to it than to rename it.

The Custom Fields tab

Custom fields extend the customer profile beyond the standard fields. They’re the place to store information specific to your business: the customer’s company name, date of birth, job title, company size, industry.

Limit: 15 fields per account

This is a hard cap. You can’t create a 16th field, either through the interface or via the API. The choice of each field is strategic: choose based on how you want to filter and segment, not on “what would be nice to know.”

Format: free text only

There are no field types (no date, no number, no dropdown, no boolean). Everything is stored as text. If you want dates that can be sorted, adopt a convention such as ISO 8601 (1990-05-21).

How to use them

After you’ve created a field (for example, “Birthday”), you can fill it in:

• Manually in the customer profile.
• In bulk via CSV (a column with the name of the field).
• Via the API.
• Automatically, as a result of saving a customer’s response in the chatbot.

Once you’ve filled it in, you can use the field as a dynamic variable in campaigns and the chatbot. Example: “Hi {{1}}, happy birthday on {{Birthday}}.”

What custom fields can’t do

• They can’t serve as an automation trigger. Automations work on events (a status change, being added to a list, inactivity), not on values in fields. A “birthday automation” that starts when today is a customer’s Birthday isn’t possible.
• They’re not a substitute for lists when it comes to segmentation. If you want to segment customers into groups, use lists, not fields. A list is a tag you can filter on. A field is a piece of data you can display and use as a variable.

Usage examples

Importing new customers from an old CRM

Download the “Sample file.” Copy the data from the CRM into it. Fill in phone as digits only, and country_code in ISO format (IL, US, GB). If you want to label the customers right away, fill in label_name for each row. If you want to distribute them among agents, fill in agent_name. Import via “Import new customers.” At the same time, you may want to add columns for custom fields (such as “Company Size” or “Industry”) to bring over all the information in one go.

Splitting a large list to stay within a daily quota

You have 2,000 customers in a “Black Friday Pilot” list. Your daily limit from Meta is 500. In the Lists tab, click the scissors icon on the list’s row, and choose to split into five groups. You’ll get lists “Black Friday Pilot 1” through “Black Friday Pilot 5,” each with 400 customers (a random split). In the campaign, send to list 1 on Sunday, list 2 on Monday, and so on.

Labeling spammers from a website

If you get leads from your form that slip past Mumble Tracker’s filtering, create a “Spam” list. When you manually identify a spammer, add them to the list. Then set up an automation: “when added to the Spam list → change status to spam.” Every future spammer who gets labeled is automatically moved out of the active flow.

Troubleshooting common issues

I added a customer via the API but they don’t appear

Possible reasons: phone isn’t in the correct format (it must be international, without + and without a leading 0), the wrong phone_number_id, or an expired token. Solution: check the response of the call. If an error comes back, it will contain the reason.

I can’t add a new custom field, the button is grayed out

Reason: you’ve already reached the cap of 15 fields. Solution: go to the Custom Fields tab and check whether there are any unused fields (the “Customers” column will show whether the field is empty for everyone). Delete the unused ones and try again.

I renamed a list and now the automation doesn’t run

Reason: the automation is still looking for the old name. Solution: go into the specific automation, edit the condition that uses the list, and re-select the list with the new name. Save. Do the same in automatic campaigns, in scheduled campaigns, and in any API call that uses the list’s name.

The customer’s data from Meta Ads isn’t captured in the UTM fields

Reason: usually, Mumble Tracker isn’t installed on the website that serves as your landing page, or the ad link doesn’t contain UTM and fbclid. Solution: check that Mumble Tracker is installed (open the website and check in Developer Tools that there’s a call to mumble.co.il). Also, make sure the ad link includes Meta’s automatic fbclid and UTM parameters. See the Mumble Tracker article for details.

Related articles

• Uploading customers to Mumble from a CSV file
• Sending a WhatsApp campaign in Mumble
• Managing agents and teams in Mumble
• Account settings in Mumble
• A tool for preparing a customer upload file

The bottom line

Customers are the base layer. Lists are the segmentation. Custom fields are the personalization. These three areas are the foundation of every other action in Mumble. The more organized they are, the better your campaigns, automations, and chatbots will work.