Cohorts, like the rest of the Guides authoring surfaces, are visible to org admins. See
User management.
What a cohort is
A cohort is not a container you create — it’s a time bucket derived from when each customer enrolled. The moment a customer enrolls with a guide, they land in the cohort for that day, that week, and that month, and they stay there permanently: a cohort is a property of when it happened, not a label anyone assigns or moves. That has two useful consequences:- Every door joins automatically. Customers enrolled one at a time from the guide page and customers enrolled in a CSV batch bucket the same way — there’s nothing to add them to.
- Day, week, and month are three views of the same customers, not three kinds of cohort. The list has a granularity switcher; flipping it re-groups the same enrollments.
Enroll a batch
Click Enroll customers on the Cohorts page to open the three-step flow: Paste customers → Map columns → Start & confirm.1
Paste customers
Pick the guide the whole batch enrolls with — its enabled channels decide who counts as reachable, so the picker shows each guide’s channels (and warns when a channel has no sender yet). Then paste your CSV. The template columns are company, contact, phone, email, account owner, account owner email, AE, AE email (a template download is on the page); a header row is detected automatically, and only a way to reach the customer — a phone or an email — is required. A live count and preflight verdicts appear as you paste.
2
Map columns
Each field is auto-matched to a column by its header (with a positional fallback for headerless pastes); you can remap anything with the per-field selectors, each showing sample values from your paste. A preview of the first five rows shows every row’s preflight badge, so a mapping mistake is visible before you go further. The contact is the person the guide addresses; owner and AE are your team — their names give the guide context, and their emails are where it pages when it needs them.
3
Start & confirm
The preflight card tallies the batch, the timing card states when outreach begins, and a consent attestation checkbox gates the confirm button. Confirm runs the batch and shows a result panel listing every row’s outcome — enrollments and refusals alike, never silently dropped.
Preflight badges
Every row is judged before anything is written, and every excluded row states its reason in plain words:
The client-side judgment is advisory; the server re-checks everything at confirm.
The consent attestation
The confirm step is blocked until you check the attestation: these customers agreed we may text and call them about this outcome. Your attestation — who checked it and when — is recorded on every customer enrolled. There is no way to skip it; a batch row without consent is refused before anything is written. See Compliance.How large batches go out
Guides open each conversation themselves, and big batches are paced honestly rather than promised instantly: the first 96 ready customers get their first outreach within the hour, and the rest follow in hourly waves of 96. The confirm screen states the full schedule for your batch before you commit. Batches are capped at 500 rows — for more, split the paste and confirm it in parts (safe, since already-enrolled customers refuse rather than duplicate). If your organization’s texting registration is still verifying with carriers, texts hold until it clears while email legs go out on schedule — the confirm step calls this out when it applies.The cohort list
The Cohorts page lists every bucket with at least one enrollment, newest first, under a Day / Week / Month switcher:- Customers — how many enrolled in that window.
- Stages — a partition bar across the five funnel stages (enrolled → reached → engaged → verifying → done). Segments sum to the cohort, so it reads as “where everyone is right now.”
- Verified — outcomes closed by a fresh source read only. An operator’s manual confirmation counts as done, but not as verified — green is earned. See Outcomes and verification.
- Stall rate — the share of customers sitting in a stage short of done for 7+ days. It’s flagged when it reaches 15%.
The cohort detail page
Open a cohort to see five stage cards — one per funnel stage, always shown, each with its count and share of the cohort. Clicking a card filters the roster to that stage. The roster shows, per customer:- Company — the contact’s name, with the company as a subline.
- Stage — their current funnel stage, plus a status lane when it applies: Needs you (the guide paged you) or Paused.
- Guide’s last action — a one-line summary of the most recent thing the guide did, with a relative timestamp. Attempts are phrased “sent,” never “delivered.”
- In stage — days in the current stage, with a STALL chip at 7 days short of done.
- Blocker — a derived read on what’s holding the row: Awaiting you (the guide needs your input), Awaiting approval (a proposed call or close awaits your tap), No response (repeated sends since their last reply), or Send blocked (a send was refused — an opt-out, a gate).
Current limits
Cohorts are new, and a few things aren’t built yet:
- Paste only. There’s no file-upload picker yet — copy your spreadsheet’s cells and paste them.
- Scheduled starts aren’t available yet. The option renders in the flow but is disabled; batches enroll now.
- No bulk actions from the roster yet. Operator verbs (nudge, pause, re-enroll) run per customer from the watch page; acting on many rows at once is coming.
Related
- Enrolling customers — enrolling one customer at a time.
- Outcomes and verification — the five stages and what “verified” means.
- Channels — how texting, email, and voice behave per channel.