Engage Digital | Viewing customer information

Last updated on July 20, 2021

Table of contents

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.
 
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. For certain channels such as SMS, when you have entered a name for the customer, that name will also be reflected in the conversation.
Viewing customer information
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.
Anonymizing an Identity

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 of information you might view about the customer. Hover over each icon to reveal the names associated with each menu option.
 
Below is 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.
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