Person profile details

Open a person profile in Customer Profiles from the persons list. The profile organizes the person data and activity into the following tabs and sections:

• Overview, including the Context section
• Contact information
• Attributes, tags, and events

To find specific profiles, use person filters based on person type, channels, tags, attributes, or events.

Overview

Overview shows profile data including:

• Basic information: Required and optional information that you entered.
• Person IDs: Identifiers on the Infobip platform and on connected systems used to sync customer data (such as Salesforce Sales Cloud or Microsoft Dynamics 365).
• System fields: Information about which user created the customer profile, when, and how. Also includes browser and operating system information.
• Activity feed: Quick insight into recent profile changes and activity updates. Use filtering to focus on specific events.
• Context: A summary of the person and the facts extracted from their conversations.

The following image shows the filter options in the activity feed:

Contact information

The Contact information tab contains all relevant channels you can use to contact the person.

Mandatory contact information

Each profile must have at least one of the following:

• Phone number
• Email
• External person ID

Channel contact information [#channel-contact-information-contact-information]

If the person has interacted with your business through channels such as WhatsApp or Viber, the Contact information tab includes that contact information.

To view additional details, enable Show channel activity or Show additional information. These options show when the person was last contacted and how they interacted with your business through this channel.

Contact information rules [#contact-information-rules-contact-information]

The following rules apply to contact information:

• Multiple contacts for the same profile: A profile can have multiple phone numbers or email addresses.
• Multiple profiles with the same contact information: Multiple profiles can share the same phone number or email address.

Attributes, tags, and events

The Attributes, tags, and events tab provides a complete view of person interests and behavior. Use this information for better audience segmentation and grouping.

This tab displays:

• Custom attributes: Profile-specific information for personalized communication
• Tags: Labels to categorize and organize persons
• Events: Activity history and interactions
• Activity feed: Timeline of profile changes and updates

To start a conversation with the person, select Start conversation. Inbox opens, where you can create a conversation.

Context [#context]

The Context section on the Overview tab shows a summary and facts from the conversations a person has with your business.

Use the Context section to continue each interaction instead of starting from scratch. The section is part of Customer context, which turns conversation history into a reusable customer summary and facts.

The Context section works only when AI analysis and Customer context are turned on. To turn them on, see Insights settings and Turn Customer context on or off. Customer context is not available in segments, Flow, or Journeys.

To view the Context section, you need the profile/context/view permission or the profile/context/manage permission. For the roles that include these permissions, see Customer context permissions.

Context summary and facts [#context-summary-and-facts]

The Context section includes:

• Summary: A summary across the person's conversations. It covers lasting facts about the person, the current state, open and resolved items, and guidance for the next agent.
• Facts: The facts extracted for the person, such as your custom facts. Each fact appears as a key: value pair, for example, order_number: 48213977. When a fact changes across conversations, the section shows the most recent value.

Memory history [#memory-history]

Memory history lists the person's analyzed conversations. For each conversation, it shows when the conversation took place, the facts AI analysis extracted from it, and a summary of what happened.

Empty Context section [#empty-context]

The section can show limited information in the following cases:

• No facts: The facts list can be empty even when the person has conversations. For example, a conversation with a single hi and no reply has nothing to extract.
• Conversations still in processing: On the person profile, AI analysis builds Customer context only from closed conversations. The analysis of a closed conversation can take a few hours, so a conversation that closed recently might not appear yet.