Customers

Every person who messages your agent becomes a customer in Ecbot. The profile keeps their name, contact details, notes and tags, and it follows them across channels, so a customer who writes on Messenger and later on Zalo can be treated as one person. You see and edit it next to each conversation.

Customer profilesCopy Anchor Link

A profile is created the first time someone messages one of your channels. After that it fills in by itself:

• the name comes from the chat app when it is available;
• the agent saves the name, phone, email and language the customer shares, and other details you ask it to collect (for example a delivery address);
• after a conversation ends, Ecbot adds tags such as Hot lead or Returning customer, and a short summary for the agent.

The agent never stores payment details. To see or edit a profile, open Conversations, pick a chat, and use the customer panel on the side. It shows the name, phone, email, language and notes, the Contact points (each chat app the customer wrote from), Tags and the customer's follow-ups.

Merge duplicate customersCopy Anchor Link

When two profiles in your workspace end up with the same phone number or email, Ecbot suggests merging them and notifies your team.

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1. 1Suggestion under Customers in the sidebar. A badge shows how many are waiting.
2. 2Suggestions waiting for you. Each row shows the two customers and the matching phone or email.

Choose Review on a suggestion, pick the customer to keep and which name, phone, email, language and notes to keep, then Confirm merge. Their chats and contact points move to the kept profile. Choose Dismiss if they are different people. If you merged by mistake, open the customer panel and choose Unmerge.

Conversations and handoffCopy Anchor Link

Open Conversations to read every chat.

Conversation statusesCopy Anchor Link

Each conversation shows one status. Hover it in the app to see what it means.

How a conversation moves between them:

• Bot active becomes Needs you when the agent hands over (see below).
• Bot active becomes You're handling when a staff member chooses Pause bot.
• Needs you or You're handling becomes Resolved when a staff member chooses Resolve, or Bot active when they switch the bot back on.
• Resolved becomes Bot active again when the customer sends a new message, or when a staff member chooses Restore to auto from the conversation menu.
• A new request that needs staff, such as an order change, hands over again even after Resolved.

The agent hands a conversation to your staff when:

• the customer asks for a person, using words such as "staff", "nhân viên" or "tư vấn viên", or the keywords you add in the agent's Handoff Settings;
• the agent fails to reply several times in a row (3 by default);
• the customer gets a tag that triggers a handoff, see Customer tags;
• a guardrail blocks a message and the agent is set to escalate blocked messages.

On handoff the agent stops replying in that conversation and everyone in the workspace gets a notification. Reply from the conversation, use Pause bot to take over a chat yourself, Resolve when you are done (the agent answers again and does not hand that over again), or Restore to auto to let the agent answer again.

Frequently asked questions

Where do I see a customer's details?

What happens when two profiles have the same phone number?

Does the agent keep replying after a handoff?