Admin8 min readUpdated May 5, 2026
Customer profiles
Use contacts as a customer intelligence center with history, timeline, notes, tags, custom fields, calls, CSAT, and actions used.
Contacts is not only an address book. It is the customer intelligence center for support teams. Agents should quickly understand who the customer is, what they asked before, which channels they used, and what actions were taken.
Profile sections
- Overview: contact identity, last seen, current page, tags, custom fields, and account attributes.
- Timeline: conversations, messages, calls, notes, CSAT, and action events.
- Conversations: chat, email, WhatsApp, and voice history grouped by channel.
- Notes: internal customer notes that customers cannot see.
- CSAT and AI action history: satisfaction and operational actions used for this contact.
Contact editing remains available for correcting name, email, phone, tags, notes, and custom fields. Contact hard-delete is disabled to avoid data loss and usage reset abuse. Future archive or anonymize flows can be added without deleting conversation history.