Configure customer details (Public Beta)

Enable the customer details component to display selected customer profile information to your agents in Flex UI. This tab typically displays things like customer contact information, demographic information, purchasing preferences, and past behavior metrics.

By default, this component is disabled. If you want your agents to see this information, you must enable and configure this component. When enabled, this information appears to agents on the Details tab:

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When you enable this component, the customer header component is also enabled automatically (if it wasn’t already enabled).

Before you configure these settings, ensure that you have already configured identifiers and traits.

To configure this component, add trait groups to organize the customer information that agents see. You can also rename trait groups and delete traits and trait groups.

The traits list only shows traits that are mapped in your Unified Profiles configuration. If you need to add traits that aren’t on this list, map them on the Unified Profiles page.

To make this information easy for agents to scan, we recommend following these guidelines:

• Group similar information together and give the trait group a simple concise name.
• Organize groups and traits to put the most important information at the top.
• Be careful not to add too many traits or groups. As more information is added to the page, it becomes more challenging for agents to quickly find what they need.
• Periodically review your traits and trait groups. You may find that you need to add, remove, or update traits and trait groups as your organization and your customers change over time.