The right side of the Conversation Page is dedicated to information about the customer you are having a conversation with.

Channel-specific information

There you will find their photo, if available, on the channel where they posted their message and their name or nickname on the channel. You can change this nickname, in Alcmeon only of course, for your own use, which is particularly useful when the customer is anonymous on channels like Apple Messages for example.

The “VIP” toggle allows you to declare this customer a priority: their future messages will appear at the top of your inbox, for all teams. This attribute is generally used to identify customers who have significant social media exposure, or who have a special status for your company, or who have an issue deemed critical and must be resolved as quickly as possible. This VIP status is permanent; it will remain active for all future conversations with this customer.

A reminder of the channel and name of the messaging or social network account on which this customer is contacting you is then displayed.

Action buttons on the profile

Buttons then appear depending on the channel to carry out moderation actions on this customer profile, such as “Ban” on Facebook for example.

The “View profile” button opens a window with additional information, if your CRM is connected to Alcmeon.

To export the conversation containing the message you are currently working on, click the “Export current conversation” button and you will download an Excel file with the text contents of the messages concerned.

Enrich profile data

You can enrich this information by setting up Custom Fields: when a customer enters their email address in your bot, store it in a custom field that you can choose to display on the Conversation Page. You can also create custom fields like “Name”, “Email”, “Case Number”, “Loyalty Card Number” that an advisor can manually retrieve during the conversation with the customer.

You can also enrich this data with your CRM or any other information system, via connectors that Alcmeon provides. You can configure a Salesforce or Zendesk connector, and even use our APIs to connect another system and display the data found there in the Conversation Page.