Managing Customer Profiles
Updated customer profiles ensure that your team always has the context they need to provide faster, more personalized customer experiences. Use customer profiles to easily reference full customer chat history, update personal details like phone number & address, and access detailed pet information.
The more details you add to customer profiles the better! Maintaining accurate, up-to-date information makes sure that your team can make the best food, product, and service recommendations for your customers.
Access & Manage Customer Profiles
When a new contact is added to the dashboard, a customer profile will automatically be created in the Contacts tab. Click on a customer's name to view their profile. 
Customer profiles are made up of three sections: relationship summary, personal information, and conversations. 
Relationship Summary
The relationship summary tells you how the contact was added, how the contact was created (text, Facebook, Google, etc), and the last date of activity you've had with the customer. 
Personal Information
The personal information section is where you'll add the details about your customer, like their email address or phone number, add to custom groups, and include their pet's information.
Basic information will be added to the profile: If the contact was created in Facebook or Google, the customer's name and profile photo will be imported. If the contact was created via text, the profile will include the name and phone number. 
Click the Add Contact to Group(s) field to add your customer to custom groups. Custom groups make it easy to organize customers by pets, shopping habits, and more! 
If you need to create a new group click Create Group, give the group a name, and then click Add Group. 
Click Add New Pet to add pet information to your customer's profiles. Click the fields to add or update details about your customer's pet. You can add as many pet profiles as you need! To add additional pets, select Add New Pet. To remove a pet profile, click the red X in the top right corner.
Having up-to-date pet information means that your team can offer personalized service and provide accurate recommendations based on breed, age, and weight.
When you're finished updating your customer's profile, click Update. 
Conversations
The conversations section displays the entire chat history between you and the customer. Use this section to quickly reference previous chats or to send a new message. 