Customer Profile
Click a customer's name in the customer grid to view their full profile. The profile page shows all information about a customer and their interaction history.
Page Layout
The customer profile has two sections:
| Section | Location | Content |
|---|---|---|
| Sidebar | Left | Customer header, profile fields, AI insights |
| Main Content | Right | Tabs for Notes, Conversations, and Escalations |
Left Sidebar
Header Card
The top card shows key customer information at a glance:
- Avatar and name
- Platform icons — Click to open that platform's chat
- Instagram info (if connected) — Username, follower count, follow status
- Account creation date
- Average sentiment score — How positive/negative their conversations are overall
Profile Card
Editable customer details:
| Field | Description |
|---|---|
| Name | Customer's full name |
| Phone | Phone number |
| Email address | |
| Language | Preferred language |
| Country | Country |
| Location | Physical address or location |
| Tags | Color-coded labels for categorization |
| Agent Instructions | Special instructions for AI (see below) |
Click the edit icon to modify any field. Changes save immediately.
AI Profile Card
AI-generated insights about this customer based on their conversation history. This includes:
- Communication preferences
- Topics of interest
- Purchase behavior patterns
- Key customer characteristics
Agent Instructions
The Agent Instructions field is powerful — it gives the AI specific guidance for handling this customer.
How It Works
- When the AI chats with this customer, it reads their Agent Instructions
- The AI incorporates these instructions into its responses
- Instructions are customer-specific, not global
Example Uses
"This customer prefers formal communication. Always address them as Mr. Ahmed."
"VIP customer - prioritize their requests. They have a standing 20% discount."
"Customer has complained about shipping delays before. Be extra careful with delivery promises."
"Technical user - can use industry terminology, no need to over-explain."
Best Practices
- Keep instructions concise but specific
- Focus on communication style, preferences, or special circumstances
- Update instructions as you learn more about the customer
- Use this for individual exceptions, not general rules (general rules go in agent personality)
Notes Tab
Internal notes about this customer — only your team sees these.
Features
- Add notes up to 2,000 characters
- Notes are timestamped with author name
- Notes grouped by day
- Only the author can delete their own notes
- Use Ctrl+Enter to quickly submit a note
Use Cases
- Record important customer preferences
- Note follow-up actions needed
- Share context with team members
- Document special requests or issues
Conversations Tab
Timeline of all conversations with this customer across all platforms.
Each Conversation Shows
| Information | Description |
|---|---|
| Platform icon | WhatsApp, Instagram, or Web |
| Time range | Start → End, or "Active" if ongoing |
| Summary | AI-generated conversation summary |
| Sentiment | Positive, neutral, or negative indicator |
| Topics | Topics discussed (as tags) |
| Resolution | Who resolved it and when |
Click "Open" to view the full conversation in the Chats page.
Escalations Tab
History of times the AI handed over this customer to a human.
Shows
- When the escalation happened
- Which platform
- Reason for escalation (based on handover triggers)
- Who handled it
This helps you understand:
- How often this customer needs human help
- What types of issues trigger escalations
- Whether your AI needs better training for this customer's questions
Editing Customer Information
From the Profile Page
- Click the edit icon on the Profile Card
- Modify any field
- Changes save automatically
Editable Fields
| Field | Notes |
|---|---|
| Name | Free text |
| Phone | Include country code |
| Valid email format | |
| Language | Dropdown selection |
| Country | Dropdown selection |
| Location | Free text for address |
| Tags | Multi-select from available tags |
| Agent Instructions | Free text, up to 2,000 characters |
What You Can't Edit
- Platform IDs (WhatsApp number, Instagram username, Web ID) — These are set when the customer first contacts you
- Created date — Automatically set
- AI-generated insights — Automatically updated based on conversations
Quick Reference
| Action | How To |
|---|---|
| Edit profile | Click edit icon on Profile Card |
| Add a note | Notes tab → Type in box → Submit (or Ctrl+Enter) |
| Delete a note | Click delete on your own note |
| View conversation | Conversations tab → Click "Open" |
| Open chat | Click platform icon in header |
| See escalation history | Escalations tab |
Next Steps
- Customers Overview — Filter and manage all customers
- Chat Actions — How to handle customer chats
- Agent Personality — Set global AI behavior (vs. per-customer Agent Instructions)