The "Customers" section of the platform provides a comprehensive overview of the individuals and entities with whom the bot interacts.

The following columns organize customer information:

  • "Name" lists the names of the customers, indicating the individual or contact who may have raised tickets or interacted with the support team.

  • "ID" provides a unique identifier for each customer, which is used to track customer interactions and data securely.

  • "Email" lists the email addresses associated with each customer, serving as a point of contact.

  • "Location" is a column intended to record the geographic location of the customers.

Manual Customer Creation

To manually create a customer profile:

  1. Click on the "Create Customer" button

  1. Fill out the fields: name, email (optional), phone number (optional).

  2. Click "Create customer" button. The customer will then be added accordingly.

Note! It would be impossible to manually create a ticket for the customer without an email.

Customer details

Upon clicking a customer, a right sidebar will appear, displaying essential information such as the avatar, full name, email address, phone number, location and relevant context.

Additionally, users can perform the following actions within the sidebar:

Edit customer

To edit an existing customer:

  1. Locate the desired customer.

  2. Click on it to open the sidebar.

  3. Click on "More options" icon (three dots) near customer name. Edit customer pop up will appear. Edit customer's name and avatar. Click "Save" button.

  1. Hover your mouse over location, email, or phone number field. A pen icon will appear. Click on the pen icon to edit the respective field. Changes are applied instantly after editing.

View customer Profiles

This section provides details on how and through which channel the customer contacted using the Proto platform. This could be via webchat, email, proto_v2, etc., with user information displayed on the second line.

View and manage customer Custom Fields

Customers custom fields could focus on customer-related information such as contact preferences, subscription details, or any other relevant data for your customer management. Users could access, record, and manage this information depending on permissions determining their level of control.

Once created in Sub-company settings, custom fields appear inside each customer under Custom fields section with default value (if added) or empty.

To update information within a custom field, hover over it. An edit icon will appear; click on it to edit the value. Changes apply instantly, "Custom field updated" notification will be shown.

View and manage customer Notes

Customer notes enable agents to access, record, and manage important information depending on permissions determining their level of control.

To create a note, go to the right sidebar. In the Notes section, click the plus icon. Type the desired note and click Create. After adding the note, it will be saved under the Notes section, along with the avatar of the agent that made the note and a timestamp.

To edit a note, simply hover over it, and you'll see icons for editing and deleting.

View and manage customer Tags

Permissions determine whether tags can be viewed or managed. To create, edit, or delete tags use Sub-company settings -> Tags page.

To add a tag or tag group to a customer:

  1. Click on the plus icon next to the Tags symbol.

  2. Select the desired tag or tag group from the options provided. The selected tag or tag group will appear instantly in the list depending on the sorting options that were set (the default state is alphabetical order "A to Z".

Note! The search function searches tags by name within the tag group.

To open a customer's tag group, simply click on the tag within the Tag section.

To remove a tag from a customer, click on the tag within the Tag section, then confirm the deletion by clicking the "Delete" button in the pop-up dialog.

To remove a tag group from a customer, click on the trash icon next to the tag group name within the Tag section. Confirm the deletion by clicking the "Delete" button in the pop-up dialog.

View customer History

This feature allows you to view a list of all existing customers' live chats and tickets. You can click on each entry to open a detailed view within the Inbox.

Search and Filter customers

You can conveniently search for a customer using the search bar. You can also utilize the Tags filter to narrow down customers by selecting one or multiple options.

Delete customer

Deleting a customer is possible if there are no associated tickets or live chats. Otherwise, it cannot be done.

To delete customer:

  1. Find the customer in the table.

  2. Check the checkbox to select it.

  3. Click the "Delete Customer" button.

  4. Confirm the deletion by clicking "Delete" button in the pop-up dialog.

Last updated