Clients
Clients groups customer activity into account-level profiles. It helps support teams understand who is active, what they have asked, and what work is still open.
Client Records
Client records are built from conversations, customer identity, custom fields, tags, presence, and activity metadata.
| Field | Meaning |
|---|
| Name or account | The best available customer or account label. |
| Email | Known customer contact email when available. |
| Presence | Recent activity from the widget or known customer context. |
| Conversation count | Total conversations associated with the client. |
| Open work | Current open conversations or issues. |
| Tags and fields | Workspace-defined customer context. |
Client Profile
The profile view shows recent activity, conversation history, open work, customer context, and AI rundown tools when enabled.
The AI rundown summarizes the client profile from bounded workspace data. It does not fetch private message bodies beyond the allowed profile data and does not expose provider internals.
Client Portal
The Clients surface includes Portal Preview and Portal Settings actions. Use them to configure the customer-facing portal shell, issue field visibility, status labels, forms, links, and branding.
See Client Portal.
Customer Presence
Presence can be updated by the widget while the customer is active on a page with a valid existing conversation credential. Hidden tabs naturally age out.
Custom Fields
Custom fields are configured in Settings → Data → Custom fields. Values can be entered manually by operators or suggested by AI, but manual values are not overwritten by AI suggestions.
Use custom fields for structured customer data such as:
- Plan.
- Region.
- Integration type.
- Account owner.
- Contract tier.
- API version.
Use tags for quick labels and custom fields for structured data that should appear consistently in customer context.
