Customers

The Customers tab is a collection of profiles for people who have contacted the Fibly bot on your website. It helps you understand the history of your relationship with a specific customer and, when needed, meet your GDPR obligations.

Articles in this section

• Customer list: how to view and filter your contact base.
• Customer profile: editing details, notes, conversation history, merging duplicates, and anonymization.
• Banning customers and IP addresses: how to stop an abusive visitor from writing to you.

How Fibly identifies a customer

Every person who starts a conversation receives an internal identifier. How they're identified depends on the channel and on whether the customer left their details:

• With a verified email address: when the customer confirms their email address (with a code or link Fibly sends them), conversations with that address go to the same profile, regardless of the device or browser. An address the customer only typed in, without confirming it, is saved on the profile but doesn't link profiles together.
• On other channels: messages from the same email sender, WhatsApp number, Messenger account, or Instagram account go to the same profile.
• Without details (anonymous): if the customer didn't provide an email, each web chat session may be created as a separate profile. Correlation between sessions is then possible by IP address, but not guaranteed.

If one person ends up with several profiles, you can merge them; see Customer profile.

Before the bot hands a web chat conversation to your team, it asks the customer for an email address if it doesn't have one yet, so your team can get back to them.