Customers

Customers is a unified 360° overview across communication channels. Open Operate → Customers.

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Customer list

The list shows profiles that appear once customers share a phone or email. Columns: Name, Email Address, Phone Number, Touchpoints, Conversations, Last Seen. Touchpoints can show call and chat counts (for example N calls · N chats). Empty state: No Customers Found — unified records appear after customers share phone or email. Without permission you see that you cannot view customers.

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Export

Select Export to email your customers as a spreadsheet. Choose the date range and the team members who should receive it. The file has one row per customer whose last interaction falls inside the date range. The search and Channel filter on this page are applied too. If no customers match, you see No customers match these filters and dates and nothing is sent. Each row includes:

• The customer ID and name
• Phone numbers and email addresses
• The channels the customer used, and their identity on each channel
• When the customer was first seen, when they last interacted, and when the record was created
• How many conversations, calls, and chats they have had
• Whether they opted out of WhatsApp, SMS, and voice calls

Each custom property, from your CRM or from fields captured in conversations, gets its own column. Each recipient gets an email with a confidential CSV link that expires after 1 hour.

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Customer detail

Subtitle: omnichannel tracking across chat channels, campaigns, and voice services. Tabs:

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Overview

Metrics such as Conversation Threads, Chat Threads, Inbound Calls, Outbound Calls, and Resolved %. Charts cover sentiment, resolution status, threads by channel, and identified topics. AI Synced Profile Context shows synced profile context when available.

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Timeline

Search the timeline and filter by channel. Empty: No conversations yet or no interactions match your filters.

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Tickets

Status chips (including All). Empty: No tickets created. Create a ticket with Create Ticket (links into Tickets with customer context when available).

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Bookings

Status Scheduled or Cancelled. Empty: No bookings. See Bookings.

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Edit profile

Expand the profile sidebar to edit name, contacts, and custom properties (when you have permission). Agent Memories can be copied or deleted with confirmation.