Customer Profile
On this page
The customer profile brings together everything about a person on a single page: their profile, contact information, channels they’ve posted on, activity on your website, team notes, opportunities, and all conversations. You can open the profile by clicking the person’s name in the customer list; most of this information is also visible in the Details panel to the right of a conversation.
- CustomersSelect a customer from the list
- Merging RecordsCombine two records for the same person into a single record
- CompaniesLink the customer to a company
Page layout
The header displays the customer’s name and email address. The buttons in the top-right corner are: Customers (returns to the list), Start a Conversation, Send to Team (shares the customer as a card in the team chat), and the Actions menu.
- Left column: Customer information, Email addresses, Tags, Segments, Notes.
- Right column: Sales tracking and tasks, Company, Profile, Contact information, Pages visited (if live chat is enabled), and Searches (the customer’s most recent searches in your help center).
- At the bottom of the page: all Conversations the customer has had with your team. Clicking on a row opens the conversation.
Changes made to the Customer Information, Email Addresses, and Tags cards are saved when you click the "Save Changes" button that appears at the bottom of the screen. Changes made to the Segments, Notes, Company, and Person Information cards, however, are saved immediately.
Credits and Attributes
In addition to the Name, Country, Time Zone, and Language fields on the customer information card, you can also edit the custom attributes you’ve defined for customers. The Email Addresses card displays the primary address; emails from any address you add using “Add Email” will be routed to the same profile. On the Profile card, you can click the photo to upload a new image, and see whether the customer is currently online, as well as their last activity and creation date.
Personal Information
This section is identical to the one in the conversation panel and displays information in groups:
- Identity → Name, Email, Alternate Email, Phone, User ID, External ID, Type, and Email have been verified.
- Location and Language → Country, Country for Phone, Time Zone, Language, Browser Language. If the time zone is known, the customer’s local time is also displayed.
- Activity → First seen, Last seen, Last communication (your team’s last message), Last message received (the customer’s last message), Web sessions, and number of open/total conversations. Internal notes do not count toward the conversation count.
- Device → Browser, operating system, device, IP address, and country of the last session.
- Source → Landing page, Referrer and UTM source, tool, campaign, term, content.
Blank rows are hidden by default; click the “Show blank space below this group” link to reveal them. The “Search in Details…” box above the section searches both filled and blank fields.
If you have "Create and Edit Customer" permission, you can edit the name, phone number, email, country, language, time zone, and external ID by clicking on them. The name field cannot be left blank. The external ID is the customer’s number in your own system and is unique within the workspace.
If the person already has a primary email address, the new address you enter will be added as a secondary address. You can make it the primary address by clicking the “Make Primary” link next to the secondary address. The phone number you enter in the phone field will replace the existing number.
Channel Profiles
If a customer messages you via WhatsApp, Instagram, Messenger, or Telegram, a separate group appears for each channel. At the top of the group, you’ll see the person’s name on that channel and the account they messaged from. The following fields are populated based on the channel: WhatsApp number, Username, Channel ID, Followers, Verified account, Following your business, Your business is following, Telegram Premium, Language, and Last updated.
The channel profile is retrieved when the user first posts and is refreshed at most once a day as the user continues to post. If the profile is out of date when the panel opens, it is refreshed once more. The profile photo shared by the channel becomes the customer’s photo; however, it will not overwrite a photo you’ve uploaded manually or a name you’ve changed manually.
Web activity and primary source
Web sessions are counted for visitors to your site where the live chat widget is present; the device group is populated from the last session. The source group, on the other hand, shows the visitor’s first session: which page they first entered your site from, which external site they came from, and the UTM parameters. Subsequent navigations do not change this information; navigation between pages on your own site is not counted as a referral. If the language and time zone from the browser are missing from the user’s record, they are filled in; the values you entered are not overwritten.
Notes
Only your team can see the notes you write on the Notes card. The author and time of each note are recorded. You can delete your own notes; only the workspace owner can delete someone else’s notes. A note can be up to 5,000 characters long. If there is an older single-box profile note, it appears at the bottom of the list as “Previous Profile Note.”
Business context: orders and accounts receivable
In the Details panel of the conversation, information from e-commerce, B2B dealer portal, and ERP software appears in three sections: Orders, Dealer Orders, and Account Balance. Matching is performed using the customer’s email address and phone number.
- Orders: number of orders and total amount; for each order: number, amount, status, date, products, shipping tracking number, and return status.
- Dealer orders: dealer name and code, order approval status, and shipments.
- Current balance: account name and code, balance (“Customer’s debt,” “Balance in customer’s favor,” or “Account closed”), past-due amount, and open Invoices.
If there is no email or phone number in the conversation, this section will indicate so; it is filled in when you obtain and record the information from the customer. The "This software is unavailable" warning does not mean there is no record; click "Try Again" to query again. If there is no Subscription for the relevant software, the section appears locked, and the "View" button opens the product page in a new tab.
BLE AI shares order and account information only with customers whose email addresses have been verified. An email address entered by a visitor in the chat window does not count as proof.
Actions Menu
- Send support portal login link: The link is sent only to the customer’s email address; it is not displayed on the screen. It cannot be sent to someone without an email address (e.g., someone who contacts us only via WhatsApp); the screen will explain why.
- Merge with another user: Requires "Delete and Merge Customer" permission.