Customer Profile

To visualize the profile with detailed information of an existing customer, select the customer from the Customers module listing and click on "View". You will be taken to a view where you can see the following information:

• Basic information (names, surnames, identification) of the customer.

• Contact information (phone numbers, emails, addresses, etc.) of the customer.

• List of attachments associated with the customer's tickets.

• Summary of interactions and tickets of the customer.

• Specific customer indicators on a dashboard.

• List of customers related to the currently viewed customer.

Open

In the top-left corner, you will see the basic information of the customer, the date of their last interaction with the company, and their creation and update details. Additionally, you will find information about the user assigned to the customer, if applicable.

Open

Assigned User

If the customer has a previously specified assigned user, you can click on "Change Assigned User" to modify it or "Remove Assigned User" to unassign them.

Basic Information

In the bottom-left section, you will find several tabs with different important information. In the first tab, "Information", you can review the basic information of the customer, validate it, and edit it if necessary by clicking on the "Edit" button.

Contact Details

In the "Contact Details" tab, also in the bottom-left section, you can add, edit, or delete the contact details associated with the customer.

Attachments

Lastly, in the "Attachments" tab, you can view, download, or delete the attachments related to the customer. These attachments come from the customer's tickets and interactions with agents.

Merge Customers

If you detect that the customer has a duplicate, you can merge the customer with its duplicate to keep only one customer in the platform. Select the customer with which you want to perform the merge and specify the customer elements you want to combine: contact details, accounts, and/or tickets. Additionally, indicate which of the two customers you want to keep in the platform.

Enter all the required information and click on "Merge" to complete the action. If the merge is successful, you will be redirected to the profile of the customer you selected to keep in the platform.

Interactions and Tickets

On the right side of the screen, the "Interactions and Tickets" tab summarizes the customer's activity in the form of tickets registered on the platform, displaying them from the most recent to the oldest. For each ticket, you will see its number, status, assigned agent, and creation date. By clicking on the ticket number, you can access the management view and see the complete ticket information.

Use the filters at the top to find tickets created within a specific date range and perform a better analysis of historical information. Click on "Add Ticket" to create a new ticket for the customer within the Tickets module.

Related Customers

In the "Related Customers" tab, also on the right side of the screen, you will find a list of other customers related to the currently viewed customer. In this list, you can add, edit, or delete the customers related to the current customer if necessary.

When adding or editing a relationship with another customer, add tags that represent or describe the relationship between the two customers.

Accounts

In the "Accounts" tab, you can view a table with information on all accounts associated with the customer. In the table, you can see basic information for each account, as well as a breakdown of additional data for each one. Additionally, by clicking the "Delete" button for each account in the list, you can remove the account and unlink it from the customer.

Dashboard

Finally, in the "Dashboard" tab, you can view the following specific customer indicators and apply filters for better data analysis:

• Tickets by Status: Relates the number of tickets for each status (new, open, closed, etc.).

• Tickets by Campaign: Relates the number of tickets and interactions for each of the campaigns created on the platform.

• Channel Preferences: Relates the customer's interactions for each of the available communication channels. Establish the preferred channel and/or successful contact channel for the customer.