Customers

Customer records let you track information about the people who contact your assistant and their message history. You can reach this information through conversations on the Messages section.

How Is a Customer Record Created?

When a customer contacts you through a support channel, a record is created with the information the channel provides. Details such as name, email and phone can be completed via the channel, through information-collection questions, or with later edits.

Do not expect all contact details to be available for every customer. For example, one channel may have a username while an email address is missing.

Opening a Customer Detail

Open the Messages section

Open the Messages section in the panel.

Select the conversation

Select the relevant customer's conversation.

Review the detail

In the customer detail, review the contact information, the channel, the message history linked to the record and other available information.

Edit within your permissions

If you have permission, edit and save the name, email, phone or customer classification.

The history shown is related to the customer record you opened. The same person's accounts on different channels may be in separate records; do not assume that all history is collected in a single record based on name similarity alone.

Tracking with Notes and Tags

Tags help you organize similar customers or conversations. Notes can be used to record details the team needs to follow up.

For example, clearly write which product the customer is interested in or on which topic a follow-up is expected. Review outdated notes. Do not record a hypothetical situation as if it were a real event.

Collecting Contact Information

You can decide which information to ask for from the information-collection settings of the relevant channel or widget. Ask only for the information you need to provide service. For how to configure the questions, see the Customer Information Collection page.

API Access

On accounts with API access, the customer list can be retrieved via GET /api/v1/customers. This operation requires the customers:read scope.

Since the general API guide is not yet published, clarify the access status and usage details with the HaveAI support team before starting an integration. You do not need to use the API to review customer records from the panel.

Managing Personal Information

Contact information, messages and notes may contain personal data. Limit access to these records to the team members who need it for their duties. Check the scope of data export, retention and deletion operations from the relevant screens. For KVKK and GDPR topics, see the KVKK, GDPR and Personal Data page.