Customer Profiles and Activity Timelines

Customer Profiles

Each customer has a detailed profile showing their information, conversation history, and activity timeline.

Accessing a Customer Profile

1. Go to Customers in the sidebar
2. Click on any customer to open their profile

Profile Information

The profile displays:

• Name: Customer's name (provided via widget, email, or messaging)
• Email: Primary email address
• Company: Company information (if available)
• First seen: When the customer first contacted you
• Last activity: Most recent interaction timestamp

Conversation History

The profile shows all conversations for that customer, with the most recent first. Each conversation shows:

• Status (open, pending, resolved, closed)
• Channel (widget, email, WhatsApp, etc.)
• Last message preview
• Timestamp

Click any conversation to jump directly to it in the Inbox.

Activity Timeline

The timeline mixes conversations and events in chronological order, giving you a complete picture of the customer's interactions:

• Conversations: When they started or updated a conversation
• Events: Custom events tracked via the widget (e.g., page views, button clicks, feature usage)

Events include a type identifier and optional custom data, which can be useful for understanding the customer's context before they reached out for support.