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Building lists

Describe a situation in plain language, let Synthight match the findings and customers behind it, and export the list.

Last updated: 2 min read
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A list is a customer segment built from a specific situation — "everyone who hit this billing error" — ready to export or use for outreach.

Creating a list

Sidebar → Customers → Lists → Create List. It's a three-step flow:

  1. Search Findings — describe the situation in plain language, e.g. "issues with payment processing" or "delays in receiving order confirmations". Synthight uses AI to match this against your findings — no need to know exact finding names.
  2. Select Findings — review the matches (each shows a match strength and incident count) and check the ones that represent the situation you want. Sort by Incidents or by Match.
  3. Confirm — name the list (or let AI suggest a name and description from your search), review the summary (search query, selected findings, total customers), and click Create List.
Tip

Describe the problem from the customer's perspective, use broad terms rather than very specific ones, and focus on the symptom rather than the technical cause — all three help Synthight match it more accurately.

The list detail page

Shows every email address tied to the list's findings, plus each person's name and phone if known. From here you can:

  • Edit — rename or redescribe the list
  • Add More — search for and add more findings to the list
  • Update — pull in new emails from findings already in the list, if new incidents matched since creation
  • Export CSV — choose which fields to include (Email, Phone, Name, Finding, Sentiment, Resolution, Ticket URL, and more), then export

Next steps

Frequently asked questions

Do I need to know the exact finding names to build a list?
No. Describe the situation in plain language, like "issues with payment processing," and Synthight's AI matches it against your findings for you.
How do I make a list's search match more accurately?
Describe the problem from the customer's perspective, use broad terms rather than very specific ones, and focus on the symptom rather than the technical cause.
What fields can I export from a list?
Choose from Email, Phone, Name, Finding, Sentiment, Resolution, Ticket URL, and more when you export the list to CSV.
Can I add more people to a list after I've created it?
Yes, two ways — use Add More to search for and include additional findings, or use Update to pull in new emails from findings already in the list if new matching incidents have come in since creation.
What information does the list detail page show for each person?
Every email address tied to the list's findings, plus that person's name and phone number if known.

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