Customer 360

Consolidated 360-degree view of customers. Access the 'Customer 360' page by clicking on the arrow beside the 'customer hub.'

insert

Get to know everything about a customer, from activity, attributes, and contact info to messages and media files that the user has sent. It also stores system and agent messages that they send to customers.

Knowing Customer 360

It is divided into three panels: Customer Details, Activity Log and Media, and Customer Attributes.

User Details

Find all the details, such as when the chat was created when the customer was last active, contact info, and different contact fields.

Activity Log and Media

In the activity log,

• Under user, you get all the messages that the customers have sent.

• Under 'System,' you get both the messages received and sent by the system.

• Under 'Agents,' you can see all the messages sent by the agent.

On the media tab, you can see all the images, videos, gifs or any other media type that the system has sent or received.

Customer Attributes

This entails all the business added information related to customers including labels, tags, segment and Custom attributes. It also has options of block, export or delete user.

Custom attributes

• Add additional pieces of information other than standard data.

• It helps create targeted and relevant communications, ensuring a more personalized user experience.

User tags

• Add labels to organize, identify, and manage conversations more effectively.

• Examples: Urgent, Pending, Query, conflict, refund, etc.

Notes

• Add notes for internal communication.

• Notes are visible only to agents and not to customers.

• It can be used as supplemental information or explanation or to keep track of important details for future reference.

Event History

Access the entire conversation history.

Export Chat History

Download a record of past conversations for easy storage, reference, or sharing.

Block User/Mark The User Spam

Marking a user as spam for consistently sending unsolicited, irrelevant, or unwanted messages.

Conversation Labels

• Conversation labels are tags for sorting and managing chats.

• Helps in categorizing and locating discussions easily. For instance, in a support system, "Urgent", "Billing" or "Tech Issue" are conversational labels.