Customer profiles
One record per customer: contact details, history, channels and notes.
Overview
Every person your organisation talks to has one profile that joins up their conversations, calls, tickets and survey answers. Profiles are created automatically the first time someone contacts you on any channel.
What is on a profile
- Contact details - name, phone, email, branch and custom attributes.
- Interaction history - every conversation, message, call, ticket and survey in one timeline with filters.
- Channels - the addresses the customer has used.
- Open cases - conversations and tickets in progress.
- Notes and labels - internal notes and groupings.
Keeping profiles clean
- Merge combines a duplicate into the correct profile; conversations and tickets move with it.
- Opt out of campaigns stops marketing messages. Automation and campaigns always respect opt-outs, and opted-out customers are never messaged by rules either.
Common issues
- Two profiles for one person. Open the wrong one, use Merge into the correct profile.
- Customer says they still get campaigns. Check their opt-out flag on the profile - automation respects it too.
Was this guide helpful?