Customer profile

A customer profile is the view of a single person with the full history of their contacts with the bot, along with fields you can edit or fill in.

Profile fields

On the left side of the screen there's the Customer details form with four editable fields:

• Name: if the customer introduced themselves, this field is filled in automatically. You can correct it if you spot a typo or the customer gave a different name in a later conversation.
• Email address: if the customer left an email, you'll find it here. A badge next to the customer's name shows whether they verified the address. A verified address belongs to one customer only; an unverified address the customer only typed in can appear on more than one profile.
• Website: the customer's website, if you know it.
• Notes: a private field just for your team. The customer never sees it. Use it for information worth remembering: preferences, issues, or purchase context.

When the customer wrote to you on WhatsApp, Facebook Messenger, or Instagram, the form also shows their Phone, Messenger ID, or Instagram ID. Below the form there are two read-only fields:

• Created at: when Fibly created the record.
• Last updated: when someone on the team or the system last edited the data.

The Save and Cancel buttons commit or discard your changes.

Editing, merging, and deleting customer data is available to administrators and managers. Agents can view customer profiles but can't change them.

Conversation history

On the right side there's a list of all the customer's conversations with the bot. Each entry shows:

• Status: Active (green) or Inactive (gray).
• Start date.
• A snippet of the last message.
• The number of messages in the thread.

Click an entry to go to the conversation details.

The list is paginated at 5 entries. The arrows at the bottom take you to the next pages.

Merging duplicate profiles

The same person can end up with more than one profile, for example when they first chat on your website and later write on WhatsApp. Below the conversation history, Possible duplicates lists profiles that look like the same person. Click Merge next to one, or use Merge customers at the top of the profile to pick any customer.

The merge wizard takes you through four steps: Direction (which profile is kept), Select (the other customer), Conflicts (which value to keep where the two profiles differ), and Confirm. The conversations of the merged profile move to the one that's kept.

A merge can be undone. Profiles merged into this one are listed under Merged records, each with an Un-merge button that splits the record back out and returns its conversations.

Data anonymization (GDPR)

If a customer requests the deletion of their data under the right to be forgotten, use the Delete customer data button below the form.

The operation:

• removes the name, email address, phone number, Messenger and Instagram IDs, website, and notes from the profile, including any profiles merged into it,
• keeps the record itself so that conversation counts and statistics aren't skewed,
• marks the profile as anonymized (with the date of the operation),
• does not delete the conversation content, since it forms part of the customer support records.

After anonymization, the profile no longer appears in the customer table and can't be opened anymore. The customer's conversations stay in Conversations.

This operation is irreversible. After anonymization you cannot recover the customer's personal data. Make sure the request genuinely comes from the customer and that there are no ongoing processes (a complaint, return, or order) that require keeping the contact.

What's next

If you want to note a customer's purchasing pattern or the specifics of their orders, use the Notes field. This information will be useful to your team on the next contact.

To see the general behavior of customers on your website, check Analytics.