Customer Profile

A customer profile is the single history a business keeps for one contact — every call, message and order across every channel — so a conversation on WhatsApp can pick up with the context from a phone call last month.

Without one, the same customer can look like three different people depending on which channel they used: a phone number in the call log, a WhatsApp thread under a different display name, an Instagram handle with no link between them. A unified profile is what lets an assistant, or a person, say “I see you called in March about this” instead of starting from zero every time.

Building this reliably usually means matching contacts across channels by phone number, and merging what would otherwise be duplicate, disconnected records.

See how profiles work across channels, on the customer profiles page.