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.