Your customer profiles

The same person phones you on Tuesday, messages your WhatsApp number on Thursday from a different handset, and opens the chat on your website the following week. Three conversations, three places, and nobody joining them up.

Customer 360 joins them up. Each person gets one page that holds every identity they have reached you on, every call and message on all of them in one list, a running summary of what your assistant has learned about them, and the standing instructions you want followed on their next conversation.

Nothing here is typed in by you. The profiles build themselves as people contact you.

Where to find it: Customer 360 in the left-hand menu. Only team members with admin access can open it.

Customer 360 is a paid capability. If it is not on your plan the page says “Customer 360 is not part of your plan” with a link to Billing, and the menu item is hidden entirely on accounts where it is not available.

Contacts and customer profiles are two different things

This trips people up, so it is worth thirty seconds.

	Contacts	Customer profiles (this page)
Where it comes from	You. Imported, or pushed from your own system	Built by Kooday from who actually turns up
What it holds	Name, phone, email, your own custom fields	Every handle they have used, their conversations, the memory summary
Who edits it	You	Nobody — it is observed, not entered
If they never contact you	Still there	Does not exist

Kooday never writes back to your contacts. Your imported list is the source of record and stays exactly as you gave it. When a customer profile can be matched to one of your contacts, the profile carries a link to it — a Linked to CRM contact chip on the page, and a Linked contact panel with their name, phone and email and a View in Contacts → link. The matching is done on the last ten digits of the phone number, so +91 98470 12345 and 09847012345 are the same person.

A profile with no matching contact is perfectly normal — a website chat visitor who never gave a number has a profile and no contact.

⚠️ A profile is not a merge tool. If a phone number already belongs to a different profile, Kooday leaves both alone rather than guessing they are the same human. There is no “merge these two customers” button today.

See Importing your contacts for the other half.

The directory

The list is sorted by Last seen, newest first, 25 to a page. Five columns:

Column	What it shows
Customer	Their name, or Unknown person if nobody has given one. A second line reading Linked to … appears when the linked contact goes by a different name
Channels	One chip per channel they have ever reached you on
Messages	Two counts — messages, and calls
Last seen	The most recent activity of any kind
What we know	The first 160 characters of the memory summary, or Building memory… if there is not one yet

Click any row to open the profile.

Two empty states, and they mean different things. “No customer profiles yet” means nobody has contacted you on a channel Kooday is watching. “No customers match ”…"" means your search found nothing — there is a Clear search button next to it.

What the search box actually searches

The box says Search name or memory… and that is exactly the list: it looks in the customer’s name, the linked contact’s name, and the text of the memory summary. Nothing else — not phone numbers, not handles, not the transcript of a call.

The memory half is the useful half, and it is not obvious. Because the summary is prose your assistant wrote about the person, searching roof finds everyone whose summary mentions a roof, whether or not you ever tagged them. It is a plain contains-match: roof finds “roofing”, and searching two words looks for those two words next to each other, so type one word rather than a phrase.

Press Enter to run it. It searches your whole account, not the page you are looking at, and the count above the pager updates to match.

The other search — the one your assistant does

Your assistant has a separate lookup it uses mid-conversation, over your contacts, when a caller asks it to find someone. That one is ranked, and it behaves in a way worth knowing about because it is why results come back in a sensible order.

Every word you search is weighed by how rare it is in your own contact list. In a list of about a thousand contacts, if eleven of them mention paint and sixty-nine mention business, then a search for paint business puts the paint people at the top: the rare word carries several times the weight of the common one. Nobody maintains a list of words to ignore — a word that is on half your contacts stops counting because it is on half your contacts.

Three consequences:

• It matches whole words, stemmed — paint finds paints and painting, but car does not find Dental Care.
• Words are pooled, not required. A contact matching only one of your three words still comes back, just lower down.
• A near miss still lands. If nothing matches at all, it retries allowing small misspellings, so dentst finds the dentist. That only happens when the exact search found nobody.

It returns at most ten people, and it will tell your assistant when there were more rather than pretending the ten were all of them.

What one profile shows

The page is one column, read top to bottom.

Who they are

The name, the language they were last speaking if Kooday knows it, and Seen across N channels — then one row per identity: the channel, the handle itself, whether it is Verified or Unverified, and the date it first appeared.

This block is the whole point of the feature. A person with a phone row, a WhatsApp row and a webchat row is one customer you would otherwise have counted three times.

Customer memory

A short piece of prose your assistant has written about this person, folded from everything they have said to you so far. It is what gets handed to your assistant at the start of their next conversation on any channel — so a customer who explained their situation on the phone in June does not have to explain it again over WhatsApp in August.

Before there is one, it says “Memory builds automatically as this person has more conversations across your channels. Nothing has been summarised yet.”

Two things to know:

• It is not written live. The summary is rebuilt shortly after a conversation, not during one, so a call that just ended may not be reflected for a minute or two.
• It is read-only. There is no way to edit or delete a summary from this page. If you want to change what your assistant does with a customer, use Brief your assistant below — that is the control, and the memory is deliberately kept as the raw record of what was observed rather than a mix of the two.

Memory is switched on and off account-wide by the Customer memory switch in your settings. With it off, no summaries are written at all and every profile here shows Building memory….

For what your assistant carries between conversations and what it deliberately forgets, see How your assistant remembers — that page covers the memory itself; this one only covers where you look at it.

Brief your assistant

The most useful control on the page. It puts a standing instruction on this customer, which your assistant will know on their next call, chat or message.

Write it the way you would tell a colleague — the box suggests “e.g. Approved 10% off the annual plan, valid till the 31st”. Then the one decision that matters:

Visible to AI	What happens
Ticked	”Your assistant will follow this in conversations with this customer.” It goes into your assistant’s context every time it speaks to them
Unticked (the default)	“Private note — this is NOT shared with your assistant.” It is stored for your team to read on this page and never reaches your assistant, on any channel

The box is unticked by default, deliberately: writing something down for your colleagues should not be a way to accidentally instruct your assistant. You have to reach for it.

That single tick is the whole enforcement. A private note is not “less prominent” or “lower priority” — it is not sent. Each saved line carries a chip reading Visible to AI or Private note so you can see at a glance which is which.

Expires is optional. Set a date and the instruction stops being used at the end of that day — the discount valid till the 31st is honoured on the 31st and gone on the 1st. Leave it empty and it stands until you turn it off.

Saved lines appear under In effect now, each with a Turn off button. Turning one off does not delete it; it moves to a collapsed Turned off (N) list, so “what was my assistant told at the time?” stays answerable later. There is no edit and no delete — to change an instruction, turn the old one off and write a new one.

⚠️ Only your ten most recent live instructions are used. Nothing stops you saving an eleventh, and no warning appears — but when your assistant is briefed, it is given the ten newest instructions that are still on and not expired, and the older ones are silently left out. If a customer’s list is getting long, turn off the ones that no longer apply rather than piling more on top.

Each instruction can be up to 2,000 characters. A longer one is refused when you save it.

An instruction is context, not authority: it tells your assistant what to take into account, it cannot give it abilities it does not have. “Approve a refund up to ₹500” only works if your assistant could already do refunds.

Recent activity across channels

Calls and messages from every channel, merged into one list, newest first — the last twenty of each. Where a message merely echoes a call already in the list, only the call is shown.

Calls show the direction, the outcome your assistant recorded, a sentiment dot, the length, and a View call → link through to the full transcript and recording. Messages show the direction and the text, or “No message text captured.” when there is nothing to show.

If nobody has contacted this person yet it says “No interactions recorded yet.”

Attributes

Appears only when the profile carries structured fields, and shows them exactly as they are stored. Most profiles have none, and an empty Attributes block is not a fault.

⚠️ Kooday does not infer facts about your customers. There is no automatically derived profile — no inferred budget, no “likely to buy”, no confidence score, nothing tagged by a model. Everything on this page is either something that observably happened (a call, a message, a handle) or something a person wrote. The memory summary is the only thing your assistant authors, and it is prose, not fields.

What this page does not do

Worth stating plainly, because people reasonably expect them:

• No orders, quotes or deals block. The profile shows conversations, not commerce. Deals live on the pipeline board.
• No write-back to your CRM. Nothing Kooday learns is pushed to your own system, and deals are not synced anywhere.
• No editing. Aside from briefing your assistant, the page is read-only — names, handles and memory come from what actually happened.
• No merging two profiles into one.

Troubleshooting

Everyone shows “Building memory…”

Check the Customer memory switch in your settings. With it off, no summaries are ever written and the column stays like that indefinitely. With it on, a summary appears shortly after the person’s next conversation — it is not backfilled retrospectively for people who have gone quiet.

Searching a phone number finds nothing

The directory search does not look at phone numbers or handles — only names and the memory text. Search the person’s name, or find them in Contacts and open the profile from there.

The same customer appears twice

They reached you on two channels that could not be tied together — usually a webchat visit that never gave a phone number, plus their real number. There is no merge today. If the second profile has a phone number that already belongs to the first, Kooday deliberately leaves both intact rather than guessing.

My instruction is not being followed

Work down this list:

1. Is the chip on it Visible to AI, or Private note? A note is never sent.
2. Is it still under In effect now, or has it moved to Turned off?
3. Has its expiry date passed?
4. Are there more than ten live instructions on this customer? Only the ten newest are used — turn off the stale ones.
5. Has the customer had a conversation since you saved it? An instruction applies from their next contact, not to one already in progress.

The profile says a customer is linked to the wrong contact

The link is made on the last ten digits of the phone number, and it takes the oldest matching contact. Two contacts sharing a household number will produce this. Fix it in Contacts by giving them distinct numbers; the link is re-made from your contact record, never the other way round.

”Customer not found”

The profile does not exist, or it belongs to a different account. The message is deliberately the same for both — Kooday will not confirm whether a customer exists in someone else’s account.