Customer profiles bring together identity, source channels, conversation history, labels, notes, and customer memory so the team understands context before replying.

Find a customer#

Open Contacts to search by name, social ID, or email, and switch between Customers and Archived. The default list shows customer, contact, channel/source, location, and last interaction. Location is shown in the current interface language when available. A store-only customer with no conversation does not present a profile-sync timestamp as an interaction. A customer may use different identities across channels. YundaDesk automatically merges them only when a channel provides an exact, verified identity relationship; an email or phone number entered by a visitor in website chat is not treated as verified identity. When identity cannot be established reliably, profiles stay separate.

The Contact, Channel/source, and Location columns provide structured filters. Choose has email, has phone, or no contact details; filter by messaging channel or store source; and narrow by country/region or unknown location. You can select multiple values within each group, while conditions from different groups apply together. Continue using search for names; Last interaction has no time filter.

Select any customer row to open the profile in a right-side sheet. The profile is organized into Overview, Conversation history, Activity timeline, AI memory, and Store tabs; cross-channel merge and unlink actions live under Conversation history. Use the close button, press Esc, or select outside the profile to return to the list.

When the customer has a reachable messaging identity, select View conversation. The customer profile remains in its Sheet on the right, while a narrower quick-reply Sheet opens beside it on the left. Quick reply shows the customer's real conversation messages and follows the same assignment rules as Inbox: take an unassigned or AI-handled conversation first, and handle a conversation owned by another agent in Inbox. Closing quick reply or pressing Esc the first time closes only the left Sheet and keeps the customer profile open.

After the first business message on the website, Telegram, or another messaging channel, the corresponding person is added to Customers automatically. A visitor with only initialization or system events and no message interaction is not added. It may take a short time for the customer to appear; if the customer is still missing after a refresh, first confirm that the message was accepted.

What a profile can contain#

• connected channel identities and source;
• past conversations and recent interactions;
• team labels and notes;
• AI memory and follow-up items that apply only to this customer;
• order or behavior summaries from connected systems.

Website page-view activity shows the page the customer visited. To protect privacy, parameters in the page address are not displayed.

Visible fields depend on connected channels, apps, and workspace capabilities. Order or behavior data cannot appear when no source is connected.

Customers synchronized from stores#

After you connect a store app such as Shopify, Shoplazza, or SHOPLINE, synchronized customers appear in Customers. The list initially shows the customer source; platform customer ID, order count, total spend, source status, and last source update remain available in the customer profile.

Store customers and messaging customers use the same customer profile. Even when a store customer is not linked to a website chat, social account, or another messaging identity, you can maintain basic profile fields such as name, email, phone, country/region, language, and time zone. Viewing or replying to a conversation remains unavailable until a reachable messaging identity exists. Store details update after synchronization instead of refreshing every time you open the profile.

Maintain useful context#

Use labels for team organization, notes for verified facts, and customer memory for durable preferences the AI should apply. Do not record an unverified inference as fact, and avoid sensitive data that is not needed for service.

When you use customer identity management to merge a channel identity into a target customer, related store sources remain on the target profile. Later store syncs do not automatically split a confirmed manual merge. Verify the identity first because an incorrect merge affects both conversation and store context.

Merge, archive, and restore#

Members with customer data management permission can merge or archive a customer from More actions in the customer profile:

• Search for another customer and review the merge preview first. It shows channel identities, conversations, store sources, and field conflicts that will move. A confirmed merge cannot be undone.
• Archiving does not delete customer data. Choose Archived from the Customer status menu at the top of the Customers page to find and restore archived profiles; a new message from that customer may also restore the profile automatically.
• These actions are hidden without the required permission.

Correct or delete data#

Correct inaccurate labels, notes, and memory promptly. To permanently delete customer data, submit a deletion reason from the customer profile. This creates a request for approval and does not delete data immediately. Irreversible erasure starts only after admin approval. Archiving and deletion are different: an archive can be restored, while completed erasure cannot.