Customer 360

The Customer 360 view is the default tab in the right panel. It gives you a complete picture of the customer you are interacting with -- their identity, contact details, extended profile data, past interaction context, and communication preferences -- all visible at a glance without switching screens.

When It Appears

The right panel (and Customer 360 tab) appears automatically when you select a conversation in the Inbox, Active, Hold, or Follow-ups views. If no conversation is selected, the right panel is hidden to maximize workspace for the center panel.

Panel Components

The Customer 360 tab stacks five components vertically, each separated by a border.

ProfileCard

The top section of Customer 360 displays the customer's identity at a glance.

Element	Description
Avatar	A large (64px) color-coded circle with the customer's initials
Name	The customer's full name displayed prominently below the avatar
VIP Badge	A green pill with a status dot and "VIP Customer" text, shown only if the customer has VIP status

TIP

The VIP badge helps you identify high-value customers immediately so you can prioritize their experience. VIP status is typically synced from your CRM integration.

ContactInfo

Below the profile card, the contact section displays three rows of information, each with a blue icon:

Icon	Field	Description
Phone icon	Phone	The customer's primary phone number
Email icon	Email	The customer's email address
Location icon	Location	The customer's city, state, or geographic location

CustomerDetails

This section displays extended profile data beyond basic contact info. The data shown here depends on what your CRM integration or customer database provides. Common fields include:

• Account number or customer ID
• Account type or tier
• Lifetime value
• Signup date
• Custom fields defined in your tenant configuration

CustomerMemoryCard

The memory card shows AI-powered context gathered from previous interactions. This is not a simple history list -- it is a synthesized summary of what the system knows about this customer, including:

• Key topics discussed in previous conversations
• Known preferences or patterns
• Previous resolutions and outcomes
• Any notes or flags from prior agents

INFO

Customer memory is built automatically from conversation transcripts and agent notes over time. The more interactions a customer has, the richer their memory becomes. This data helps you personalize the conversation without asking the customer to repeat information.

Preferences

The bottom section of Customer 360 shows the customer's communication preferences, such as:

• Preferred contact method (chat, email, phone)
• Preferred language
• Opt-in/opt-out status for notifications
• Time zone or preferred contact hours

imageCustomer 360 panel showing profile card with avatar and VIP badge, contact info with phone email and location, extended customer details section, AI-powered customer memory card, and communication preferences

Customer 360 context panel

Other Right Panel Tabs

While Customer 360 is the default tab, the right panel has four additional tabs that provide complementary context.

Case Info

The Case Info tab displays details specific to the current case or interaction:

• Case ID and status
• Related order information (order cards with details)
• Case history and timeline
• Associated tickets or work items

History

The History tab shows a chronological list of the customer's past interactions across all channels. Each entry includes:

• Date and time
• Channel used
• Agent who handled the interaction
• Brief summary or topic
• Outcome/disposition

This lets you quickly review what happened in previous conversations without leaving the current interaction.

Knowledge

The Knowledge tab provides a searchable interface to browse knowledge base articles. Articles are displayed as cards showing:

• Article title
• Brief excerpt or description
• Source knowledge base name

You can search for relevant articles and use them to inform your response. This is the same knowledge base content that powers the bot's RAG-based answers, so you have access to the same information the bot uses.

AI Assist

The AI Assist tab provides real-time AI-powered suggestions. This is documented in detail in the AI Assist page.

Switching Between Tabs

Click any of the five tab labels at the top of the right panel to switch views:

• Customer 360 (default)
• Case Info
• History
• Knowledge
• AI Assist

The active tab is highlighted with a blue underline and blue text. Inactive tabs are gray.

TIP

Develop a habit of checking the Customer 360 tab when you first accept a work item, then switching to AI Assist as the conversation progresses. The Customer 360 gives you context for your opening response, while AI Assist provides ongoing guidance.

Loading State

If the customer profile has not loaded yet (e.g., the API call is still in progress), the Customer 360 tab displays a centered "Loading customer data..." message. This typically resolves within a second.

Next Steps

• AI Assist -- Learn about AI-powered suggestions in the right panel
• Inbox Overview -- Return to work item management
• Settings -- Configure AI Assist and other preferences