Read a customer profile

What it is

A customer profile is everything Agentency knows about one contact on one chatbot, on a single page: their contact details, where they came from, what consent they gave, and a dated list of everything that has happened to them.

It is also where you work the lead. Lead status and lifecycle stage are editable here, and so are the contact fields themselves if a visitor mistyped something.

When you would use it

Before you reply to someone, so you know what they already asked. When a teammate forwards you a chat and you need context. When you are moving a lead along your pipeline. Or when someone asks you to prove what data you hold about them and where it came from.

Where to find it

Open Dashboard → Customers and select any row.

Steps

1. Open Dashboard → Customers and click the person.
2. Read the Profile section: name, email, phone, company, job title, website, country, and any extra fields your form collects. Only fields you actually asked for will have values.
3. Note which chatbot the record belongs to. The same person on another chatbot is a separate record.
4. Set Lead status as you work them: New, Contacted, Qualified, Unqualified, Converted, or Blocked.
5. Check Lifecycle stage — Visitor, Lead, Customer, or VIP. It starts moving on its own and you can override it.
6. Read Source & attribution to see how they arrived: the source, the pages they landed on and left from, the referring site, and any campaign parameters that came with the link.
7. Read Consent & privacy to see what they agreed to and when.
8. Scroll the Activity timeline for the dated history.
9. Save your edits. There is no separate publish step.

What you will see

The page is organised into four blocks — Profile, Source & attribution, Consent & privacy, and Activity timeline — plus the conversation count and a way through to the transcripts.

Anonymize also lives on this page, as a clearly marked destructive action. It is not the same as delete, and it cannot be undone. Read Anonymize a customer before you use it.

Lead status versus lifecycle stage

Two similar-looking fields that answer different questions, which is why both exist:

• Lead status is your sales process: has anyone contacted this person, are they qualified, did they buy. Nothing sets it for you. It is manual, and it drives the Converted and Conversion rate tiles on the list.
• Lifecycle stage is what kind of contact this is: an unknown visitor, a lead with contact details, a paying customer, a VIP. It begins automatically — a record with neither an email nor a phone starts as a visitor and is promoted to a lead the moment either arrives — and you take over from there.

Use lead status for pipeline reporting and lifecycle stage for segmentation. Changing either is a note to your own team; it never emails the person and never triggers anything.

Reading the activity timeline

The timeline is append-only, oldest at the bottom, and includes actions taken by your own team as well as the visitor's. The entries you will see:

Entry	What happened
Lead form started	They began filling in the form
Lead form submitted	They completed it
Lead form skipped	They chose to skip it, where skipping is allowed
Lead form validation failed	A submission was rejected — a malformed email, usually
Chat blocked pending lead	They tried to chat before completing a required form
Customer created / Customer updated	The record was created, or new details filled gaps in it
Conversation linked	A conversation was attached to this person
Customer viewed	Someone on your team opened this profile
Customer exported	This person was included in a CSV export
Customer anonymized / Customer deleted	The destructive actions, recorded permanently

Two things worth knowing about it:

• The timeline records field names, never field values. A validation-failure entry tells you which field was rejected, not what the visitor typed.
• Your team's own actions are logged too. Viewing a profile and exporting a list both leave an entry. That is deliberate — if you ever have to answer "who looked at this person's data", the answer is here.

Lead form started is only recorded when someone actually attempts a submission, so it undercounts. A visitor who opens the form and wanders off leaves no trace.

Editing contact details

You can correct the fields directly. Two behaviours to be aware of:

• New submissions fill gaps, they do not overwrite. If a record already has a name and the visitor submits a different one later, the original stays. This protects a good value from being clobbered by a careless second entry — but it also means an out-of-date value will not fix itself. Edit it here.
• Email and phone are how Agentency recognises a returning visitor. Changing them changes who future conversations get attached to. Correct a typo by all means; do not repurpose one record for a different person.

Limits and plan notes

Editing requires the manage-customers permission. A member with view-only access can read the profile but not change anything, export, or anonymize. See Roles and permissions.

There is no merge action. If you have duplicate records for one human — usually because they used two chatbots, or an email on one visit and a phone on another — they stay separate. Deduplicate in your own system after an export.

Phone numbers only match reliably in international format. A number typed without a country code is stored and shown, but it will not be used to recognise the same person on their next visit.

There is no email button. Agentency does not send messages to your contacts. Copy the address into whatever you normally use.

Common problems

I cannot edit anything.

Either your role is view-only, or you have followed a link into a workspace you are not currently in. Check the account switcher first, then your permissions.

The name is a random-looking string.

Your website passed a visitor identifier without a display name, and no form has been completed. Add a name field to the form, or pass a proper display name with the widget's visitor identity — see Widget visitor identity.

Company is empty for everyone.

Only what you ask for gets collected. Add the company field on Chatbots → your chatbot → Settings → Customer data, and it will start filling on new submissions. It will not fill retrospectively.

Their conversations are not showing.

Conversations link to a person when a form or a Call action ties them together. Chats from before they identified themselves stay anonymous. Look for them under Conversations instead.

I set them to Converted and nothing happened.

Correct. Lead status is a label for your team. It moves the Converted and Conversion rate tiles on the Customers list, and nothing else.