The customer profile

In short: The customer profile brings together everything aishaa knows about one person or company: contact details and contacts, internal notes, the picture aishaa has built of the customer, all tickets, any cases, the objects that belong to the customer (such as dossiers and orders from connected systems) and one timeline of everything that happened with the customer. From the Agent role, you edit the name, type, external reference, domains and contact details here.

Where to find this

Open Contacts and click a contact, or in a ticket click the three-dot menu in the customer card on the right and choose Open customer profile. From a ticket, the profile opens as a panel with the tabs Profile, Customer tickets, Case (only with the Cases feature), Objects and Timeline, and the buttons Merge and Edit.

Who: viewing from the Viewer role, editing from the Agent role. A customer profile belongs to the whole account and is the same in all organisations of the account.

The customer profile with the name at the top, the Edit button, the figures Open tickets, Tickets and Contacts, and below them the sections Notes, What aishaa knows about this customer, Customer tickets and Contact details.

The profile header

At the top you see the avatar or initial, the name and, for a company, a building icon with the tooltip Company. Below that is the primary contact detail.

If the customer is in a customer group, the coloured chip of that group appears next to the name, with the tooltip Customer group {name} or Customer group {name} · AI analysis off.

On the right there are three buttons:

• A button named after the primary contact detail, for example Email address or Phone number. This button opens your email program or phone app with that address or number.
• Edit opens the Edit customer dialog (see below).
• Customer group opens the Choose customer group dialog, where you put the customer in a customer group or take them out again with No group. You then see Customer group updated. This button works from the Agent role. If there are no groups yet, it says This account has no customer groups yet. An account administrator can create them under Account settings. See Customer groups.

Below that are the figures Open tickets, Tickets and Contacts (number of contacts). If the Cases feature has been activated, there is also Case with the number of cases.

The arrow at the top left takes you back; the round button at the top right reloads the profile.

Notice: possibly the same customer

If aishaa recognises that this profile is probably the same person as another profile, the notice Possibly the same customer appears at the top with the text {name} may be the same person. Would you like to compare the profiles? and below it the contact details of the other profile as chips.

The reason is always shown below the notice. It takes one of two forms:

• If aishaa recognises the customer from the profile itself: Why this suggestion: the full name matches exactly and the profiles contain complementary email and phone/WhatsApp details.
• If the proof comes from a connected system, the reason names that system and the record: Why this suggestion: {system} ({reference}) holds {detail}, which belongs to the other customer.

The same notice also appears in the customer card next to a ticket.

Notes

Under Notes you find the internal memos about this customer. Click Add memo, type the text in Memo content and confirm with Add memo. A memo is only visible to your colleagues and is never sent to the customer.

Besides your own memos (label Memo), this list can also contain notes that come from a connected webshop, such as Comment, Note, Customer note and Order History. For long lists, aishaa shows part of them first; Show more shows the rest. Without memos, it says No memos added yet.

You see the same memos in a ticket on the Memos tab. See Internal notes and AI notes.

What aishaa knows about this customer

In this section, aishaa automatically builds a picture of the customer from earlier conversations, in three parts: Tone of voice, Customer context and Service approach. Below it you see Based on {number} conversations and Last updated with date and time. aishaa uses this picture when writing its proposals.

• As long as there are too few conversations, it says aishaa has not built a profile for this customer yet. It grows automatically once there are enough conversations.
• After a change to the customer data (for example a merge), it says The customer data changed; aishaa will rebuild this profile automatically.
• With Rebuild (from the Agent role), you ask aishaa to put the picture together again. You then see aishaa is rebuilding the profile. This can take a few minutes.
• The bin icon deletes the picture after the question Delete this customer profile? aishaa may build a new profile from future conversations.

Customer tickets

The Customer tickets section shows the number of Open tickets and the total number of Tickets. Click the figures or All tickets to open the ticket overview, filtered on this customer.

Contact details

Under Contact details you find the customer’s contacts, with the contact details for each contact. A person has exactly one contact; a company can have more. The contact set as primary contact has the label Primary; the same applies to the primary contact detail within a contact.

Contact details are of one of these kinds: Email address, Phone number, Instagram handle, X handle or Web widget identity.

Adding a contact detail

1. For a person: click Add contact detail above the list. For a company: click the plus icon next to the right contact.
2. Choose the Contact detail type.
3. Fill in the address or number. The field label follows the chosen type, for example Email address or X username.
4. Tick Make primary if this should become the contact’s primary contact detail.
5. Click Add.

If the address or number already belongs to another customer, the dialog says so: {detail} already belongs to {customer}. (for a company {detail} already belongs to {name}, a contact of {company}.), with Last activity. If they are both people, aishaa asks Is this the same person? Merge the customers to bring all their conversations and contact details together. with the buttons View customer and Merge…. Otherwise it says Open that customer to check or change the contact detail there. with View customer. See Merge, move and block contacts.

The Add contact detail dialog with the Contact detail type drop-down list, the input field and the Make primary tick box.

Editing a contact detail, making it primary or deleting it

Each contact detail has three actions:

Adding a contact (companies only)

1. Click Add contact.
2. Fill in the name under Contact.
3. Choose the Contact detail type and fill in the first contact detail.
4. Tick Make primary contact if this should become the company’s primary contact.
5. Click Add.

The pencil icon next to a contact opens Edit contact, where you only change the Name.

Domains (companies only)

Below the contacts you find the company’s Domains, for example example.com. aishaa uses domains to place new emails from the same company with this profile. You manage domains in the Edit customer dialog.

Customer numbers

If aishaa has seen the number under which a connected system knows this customer, it appears at the top of the Profile tab of the profile panel that opens from a ticket, in the Customer numbers block. Each number is shown as a chip in the form {number} at {system}. The tooltip explains where these numbers come from: How connected systems know this customer, as their records said.

These numbers are created automatically from the orders and files aishaa has retrieved for this customer. You do not need to fill them in and you cannot change them yourself. If no customer numbers are known, the block is not shown. Whether aishaa records this kind of information depends on a setting in the account settings, see Account settings.

A recorded customer number also appears in the customer’s timeline, as aishaa recorded customer number ‘{number}’ at {system}.

The name the customer goes by

If the customer calls themselves something different in the conversation from the name in aishaa, the notice Goes by “{name}” in the conversation. appears next to the contact in the profile panel, with two buttons:

aishaa only replaces a name by itself if the current name does not identify anyone: empty, the email address or phone number itself, or something without letters such as a symbol or only digits. Such a temporary name is replaced as soon as aishaa learns what the customer calls themselves. If there is already a real name, aishaa never changes it on its own: you get the suggestion and you decide.

A name change appears in the customer’s timeline: aishaa replaced the name ‘{old}’ with ‘{new}’, the name the customer goes by in the conversation. if aishaa did it by itself, and Name ‘{old}’ replaced with ‘{new}’, the name aishaa observed in the conversation. if you clicked Use this name.

Editing the customer

Click Edit to open the Edit customer dialog.

Click Save to keep the changes.

You cannot simply change a company with several contacts into a person. You then see This customer has multiple contacts. Move contacts first or keep this as a company. First move the extra contacts to another customer or turn them into separate customers; see Merge, move and block contacts.

The Edit customer dialog with the fields Name, Type, External reference, Primary contact and the Domains list of a company.

Case: this customer’s cases

If the Cases feature has been activated, the Case section shows this customer’s cases, with the status, the completeness and the number of open review items for each case. Open review takes you straight to the case that needs human review. Create first case creates a new case that is linked to this customer straight away. See What are cases.

Objects

Under Objects (in the panel that opens from a ticket, the Objects tab) you find what belongs to this customer: the dossiers, orders and other records that connected systems mention for this customer, and what aishaa keeps itself, such as a recorded and written-out conversation. Without objects, it says Nothing belongs to this customer yet.

Each object shows how it came to the customer, with the date:

If an object does not belong to this customer, for example the dossier of someone with the same name, click Not this customer’s (from the Agent role). The object is then listed under Taken away with Taken away by {name}. It stays away, even if a connected system finds the record again later, until someone clicks Put back. An object that has been taken away no longer counts anywhere for this customer.

Under Documents you find files that belong to the customer, with their origin: From a connected system, Made by a workflow or Uploaded. Click a document to download it.

From the Agent role, the Record conversation button is at the top. See Recording a conversation.

Some objects are confidential, such as a recorded advice conversation. Only colleagues from the Team lead role and the person who created the object see its content; others only see that it exists, with the label Confidential and the date. aishaa itself does work with the content.

Timeline

Click Timeline to show this customer’s activity, grouped by day (Today, Yesterday, then the date). Changes aishaa made itself are shown under the name System. Load more fetches older events. Without activity, it says No customer activity yet.

The timeline is one line with everything that happened with the customer, in order of time: messages from the customer (Message via {channel}), objects that came to the customer or were taken away ({object} now belongs to this customer, {object} taken away from this customer), a written-out conversation (Conversation written out), requests, tasks and actions with their outcome (for example Done, Answered, Rejected, Expired or Failed) and the changes to the profile itself.

Everything that changes on this profile shows up here, including when aishaa did it. Think of a customer number that was recorded, an email address or phone number taken over from a record (aishaa added {kind} ‘{value}’ from a record of {system}.), a name that was taken over, a change of customer group, and a merge with another customer (aishaa merged this customer with another one because a connected system proved they are one customer.). This way you can always check where a detail came from. See Audit trails: ticket, customer and configuration.

Good to know

• Viewing is possible from the Viewer role; anything that changes the profile (editing, memos, contact details, rebuilding) requires at least the Agent role.
• You cannot delete a contact. You can move it to another customer or turn it into a separate customer.
• You can change the type of a person to Company; after that you can add contacts and domains.
• The picture aishaa builds of the customer is updated automatically as there are more conversations. You only need to use Rebuild if you want to refresh it immediately.
• For a company, the panel that opens from a ticket also shows for each contact whether they are Active (Yes / No) and has extra actions per contact: Edit contact, Create separate customer and Move to another customer.

Related

• The contact overview
• Merge, move and block contacts
• Customer context next to the ticket
• Internal notes and AI notes
• What are cases
• Customer groups
• Account settings
• Audit trails: ticket, customer and configuration
• Recording a conversation