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 a form with three editable fields:

• Full 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. Addresses within a single account are unique, so two customers can't have the same email.
• Notes: a private field just for your team. The customer never sees it. Use it for information worth remembering: preferences, issues, or purchase context.

Below the form there are two read-only fields:

• Profile created on: 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.

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.

Data anonymization (GDPR)

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

The operation:

• removes the name and email address from the profile,
• 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 appears in the customer table as "Anonymized customer" with no contact details.

This operation is irreversible. After anonymization you cannot recover the customer's name or email address. 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.