Chat profile
The chat profile shows everything you know about the customer, beside their chat: who they are, how they reached you, which campaigns they got, their tags and attributes, and a log of everything that has happened.
Read it before you reply. It is the difference between asking a returning customer what they want and already knowing.
What it shows
Basic details
| Field | Shows |
|---|---|
| Status | Where the chat stands: Active, Requesting, Intervened or Closed |
| Last Active | When the customer last sent you a message |
| Template Messages | How many templates you have sent them |
| Session Messages | How many messages have gone back and forth inside the 24-hour window |
| Unresolved Queries | How many times the chatbot could not answer them and handed over |
| Source | How they became a contact, such as ORGANIC or IMPORT |
| First Message Tag | The tag given for the first thing they wrote to you |
Campaigns
Every broadcast the customer received, with a double green tick on the ones they read. A customer who reads every campaign is a warm lead. One who has ignored the last five is a sign to send them less.
Attributes
Values you store about the customer, such as their email, city or preferred size. Click the pencil icon to add or change one.
Chatbot flows can fill these in by asking the customer. See Tags and attributes.
Tags
The groups the customer belongs to. Some are added automatically, such as first message tags and tags from broadcasts. Others are added by your team.
To add one, click Select and add a tag and pick a tag, or create a new one. To remove one, click the x next to it.
Customer Journey
A timeline of events for this customer, with times: when an agent stepped in, when tags were added, which campaigns were sent.
Use it when a chat is handed to you partway. It shows what has already happened without scrolling back through every message.
What you can do from the profile
| Action | How |
|---|---|
| Add or change an attribute | Click the pencil icon in Attributes |
| Add a tag | Click Select and add a tag in Tags |
| Remove a tag | Click the x next to the tag |
| Opt the customer out | Mark them as opted out. See Remove and block contacts. |
Agents, managers and owners can all edit tags and attributes. Changes show up everywhere at once: on the Contacts page, in filters, and for anyone else looking at this customer.
Using the profile well
Look before you ask. If the attributes already say the customer's size or city, do not ask again. Customers notice when a business remembers them, and they notice more when it does not.
Check the campaigns. A customer replying "is this still on?" is usually replying to a broadcast. The Campaigns section tells you which one, so you know what "this" is.
Leave things better than you found them. If a customer tells you something useful, such as a birthday, a size, or a product they are waiting for, save it as an attribute or a tag before you close the chat. The next person to talk to them will thank you.
Updated about 1 month ago