Planned resources
Profiles
Customer display name, email, and stable profile details.
External IDs
IDs from your product, CRM, or data systems.
Traits
Plan, environment, version, region, or other support-relevant metadata.
Channel identities
Live chat, Discord, and future channel identity mappings.
Common use cases
| Use case | Result |
|---|---|
| Identify a customer from your app | Operators see who is asking for help. |
| Attach account context | Support can route and prioritize with better information. |
| Sync CRM traits | Woes stays aligned with the systems your team already uses. |
| Connect channel identities | Live chat and Discord activity can point to one support profile. |
Privacy expectations
Only send customer data that helps support the conversation. Avoid:- Secrets.
- Full payment details.
- Unnecessary personal data.
- Data from unrelated accounts.
- Internal-only risk or scoring fields unless operators need them.
Customer identity is separate from widget conversation history authorization. Verified identity should not replace a per-conversation history secret.