Customer segments & VIP handling
Updated July 11, 2026
Treat different customers differently — automatically.
Segments
PilotPM classifies each conversation by customer type — B2C, B2B, B2B admin, VIP, or Internal — so your team (and the AI) always know who they're talking to. Segments drive routing, SLA targets, and which knowledge the AI answers from.
VIP
Your highest-value customers can be treated as VIP — surfaced at the top of manager views and given tighter SLA targets so they're never waiting.
Where it shows
Segment appears on the conversation and in the customer-context panel, and you can filter and route by it in Routing rules. Managers see a revenue-weighted view of at-risk VIP conversations on the Team console.
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