Engage Digital | Managing customer information

The customer information section houses all the information about the customer’s record and activity. It summarizes the status of all inquiries from a customer and provides the history of conversations and messages. 
 
While engaged with a customer, you can access the Customer information panel. You may want to view the customer’s information if you want to read previous message logs from the customer and agents. You can also view and update the customer’s information by editing their profile and other data such as their name and email address.

Viewing customer information

Customer information can help an agent view important information about a customer, such as viewing previous conversation logs. While engaged in a conversation with a customer, the customer information window or panel is easily accessible to help you perform your interaction. 
 
You can view customer information while working in both Routing mode and Inbox. Let’s review how to access customer information in both these views.

Viewing customer information in Routing mode

To view customer information in the Routing mode, you can navigate to Routing mode via the left-hand navigation bar and select a message from the desired mailbox folder in the left pane. When you select a message, the customer’s information will appear in the Customer information panel at the far right. 

Viewing customer information in Inbox

1. Navigate to Inbox via the left-hand navigation bar.
2. Select a message from the desired mailbox folder in the left pane.
3. Click on the customer’s name or avatar in the message thread panel to open the Customer information window.

Understanding customer information

The customer information you can view depends on how your admin configured it for you. In the Customer information window or panel, you will find icons at the top that act as a shortcut for the categories information you might view about the customer. Hover over each icon to reveal the names associated with each menu option.
 
Below are the list of customer information you might be able to view via the Inbox and Routing mode:
  • Summary: Indicated by the circle icon, this allows an agent to see the message logs and the interactions associated with a customer. A comment field at the bottom of the activity log allows an agent to comment inside the text box.
  • Profile: Indicated by a person icon, this allows an agent to view and update customer information, such as the customer’s first and last name, email address, and more.
  • Conversations: Indicated by a calendar icon, this allows an agent to view previous agent replies. This only displays the agent’s messages and not the customer’s. A comment field at the bottom of the agent message log allows an agent to comment inside the text box. To learn more, visit Commenting on conversations.
  • Messages: Indicated by a folder icon, this allows an agent to view message threads from customers and agent replies.
  • Identities: Indicated by a two-person icon, this allows an agent to search for matching identities and merge them using the search field provided. To learn more, visit Managing customer identities.
  • Extra actions: Indicated by a More menu icon, this gives you an option to export, lock, and anonymize identity. For more information, visit Working with matching identities.

Editing the customer’s profile

The Profile tab, indicated by a person icon, contains customer information such as their first and last name, email, and more. You can edit the customer’s profile to keep customer information updated.
1. Navigate to Inbox or Routing mode via the left nav bar.
2. Select a message from the left pane.
3. Open the customer profile.
4. Click the Profile person icon tab.
5. Edit the fields as desired.
6. Click Save.

Configuring the customer profile

Your admin configures customer information fields, and you might not see some of the fields enumerated below. 
 
You may have access to edit the following customer information:
  • First name: Customer’s first name associated with the digital channel.
  • Last name: Customer’s first name associated with the digital channel.
  • Company: Customer’s company name associated with the digital channel.
  • Gender: Customer’s gender.
  • Email:  Customer’s email address.
  • Mobile phone: Customer’s mobile phone number.
  • Home phone: Customer’s home phone number.
  • Tags: Unique code used to collect information about visitors to a website and actions on the site.
  • Notes: Agent notes about the customer.

Commenting on conversations

A conversation is a message thread between an agent and a customer that tracks a customer’s issue. The Conversations tab in the Customer information window captures the messages from the customer only. An agent can use this tab to view those customer messages and place comments on these messages. This can be useful in situations when an agent needs to document important information about the customer interaction and communicate internally without the customer’s knowledge. 
 
After submitting a comment, you can’t modify or delete it. However, if an agent cancels a conversation, the comment will be deleted. In addition, no notification can be set for comments on conversations. 
1. Navigate to Inbox or Routing mode via the left nav bar.
2. Select a message from the left pane.
3. Open the customer profile.
4. Click the Conversations tab (calendar icon).
5. Select a message.
6. Insert a comment in the Add a comment field.
7. Click Enter.
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