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, custom attributes, AI insights |
| Main Content | Right | Tabs for Notes, Conversations, Escalations, and Templates |
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.
Custom Attributes Card
Shows this customer's custom attribute values. Edit them here the same way as profile fields.
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 reasons)
- 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
Templates Tab
History of WhatsApp template messages sent to this customer — which template, when it was sent, and its delivery status. Useful for checking what marketing or notification messages the customer has already received.
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 |
| See template send history | Templates 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)