Building a Complete Customer Profile

A complete customer profile helps agents understand customers before engaging, avoids asking for information already on file, and enables personalized service.

Basic Information

The right panel in the chat window shows:

• Full name and display name (alias)
• Email address
• Phone number
• Active social channel (WhatsApp, Instagram, TikTok…)
• Language and geographic region
• IP address and browser (if coming from Web Chat)
• Referral source and web browsing history (URL before chatting)

Click the Edit icon (pencil) to update any field.

Display Name (Alias)

Set a custom display name to make a customer easier to remember, separate from their social media account name. Example: "John – March order" or "VIP Customer". Aliases are internal only — not visible to the customer.

Customer Tags

Tags classify customers across multiple dimensions: VIP, New Customer, Needs Follow-up, Prospect…

1. In the info panel, click "+" next to Tags.
2. Select an existing tag or create a new one.
3. Multiple tags can be applied at once.

💡 Customer tags track the customer across all channels. Conversation tags apply only to a specific conversation.

Conversation Tags

Used for service quality control: Complaint, Resolved, Needs Escalation, Price Inquiry, Order Successful…

1. In the chat window, click "Add Conversation Tag".
2. Select the tag that fits the current situation.

Adding to the Blocklist

To block a customer (spam, harassment):

1. In the customer profile → click the three-dot icon (…) → Block.
2. Blocked customers cannot send or receive messages through that channel.
3. To unblock: open the profile again → Unblock.

Referral Source & Web Browsing Journey

When a customer comes through the Web Chat Widget, you can view:

• Where they came from (Google, Facebook Ad, TikTok Ad…)
• Pages they visited before chatting
• Their device and browser

This helps agents understand intent and recommend the right product immediately.