What is a customer profile in Connect Customer?

A customer profile is a record that stores contact history combined with information about customers, such as account number, additional information, birth date, email, multiple addresses, name, and party type. An account-based profile is expected to have underlying sub-profiles.

After you enable Connect Customer Customer Profiles, a unique customer profile is created for every contact. This allows you to create a customer profile that has all the information agents need during customer interactions in a single place at no charge.

To access customer profiles in your flows, use the Customer profiles block. Agents access customer profiles in their agent workspace.

You can use the paid features of Customer Profiles to enrich your customer profiles by ingesting data from external applications. See pricing for details.

You can also add custom fields and objects to the customer profiles by using the Connect Customer Customer Profiles APIs.

How is customer profile data stored?

Connect Customer stores contact history in unique customer profiles. It parses data ingested from external applications and stores it as customer profile attributes.

Connect Customer does not replace or update the data in the external application. If a data source is removed, the data from the external application is no longer available in the customer profile for every voice contact.

For information about how customer profile data are secured, see Data protection in Connect Customer.

For more information about how to access the data that is stored in a customer profile, see Access Customer Profiles in the agent workspace or Use the Customer Profiles API.