Understand and update a customer profile

A customer profile brings together conversations, tickets, saved memory and available information from connected services. It also explains which details are confirmed and which are only a possible match.

Information your team can see is not automatically information that may be shared with the customer. A store match, an order total or a name from checkout does not by itself prove who is speaking. Read Who this is and What the assistant will share separately.

How it works

The customer directory

The directory includes names, dates, customer groups and, with the right permission, labels. You can choose visible columns and export the table to CSV or Excel. Exports use the selected columns and current filters. Rehearsal customers are not listed here; see rehearsals. Linked profiles may appear as one directory entry rather than several separate customers.

When you arrive from a conversation, the profile includes a link back to it.

On a wide screen, the information panels sit beside the tabs. On a phone or narrow screen, scroll below the main content to find them. You can scroll the tab strip sideways.

Read the header and summary facts

The top of the profile shows the selected customer name. Below it, the summary can show:

Store customer since: the date of the earliest store order known for the displayed store match.
First contact: the first known conversation date when a store date is not being used.
Channels associated with the profile. If you can view identity information, this list can also include unconfirmed matched profiles. Those profiles may belong to someone else. Check Who this is before treating the channels as activity by the same customer.
Last active: the latest incoming conversation activity.

Up to four summary facts appear. Depending on your connected services and access, these can include Spent at the store, Orders, Last order, Sales from our chats, Conversations, Open tickets, First contact or Last active. Not every profile has every fact.

A store-derived name or value can be visible to staff even before the match is confirmed. Open its information hint when present. Matched from store orders · not confirmed is a warning about the match, not confirmation of account ownership. Store spending and sales from chats are different figures; see Analytics for the wider reporting view.

After a customer signs in to the store through User identification, the store account stays linked to that customer’s profile, even after they sign out. Available store spending and order totals can appear on the profile and in the conversation’s customer details. In the conversation’s customer details, staff with identity-view access see Linked to a store account by store sign-in, or the same explanation with the store customer’s name, when no other store match takes precedence.

This saved display link is not a current sign-in. It does not verify the customer’s phone or email, join other customer profiles, or grant the bot access to account actions. Those actions still need their own current sign-in or verification checks. An existing unconfirmed store-order match keeps its own explanation; a sign-in link does not replace that evidence.

Send message, when available, opens the most recently active conversation belonging to this customer or their confirmed linked profiles. It does not send a message immediately or open a conversation on a merely matched store profile. Write and send from the conversation, subject to its messaging consent and channel’s sending rules.

Activity, Tickets, Memory and Approvals

Tab	What you find there
Activity	A dated timeline of conversations, tickets, memory, consultations and goodwill activity. Newest events appear first. Select an event to follow its link. Most links open a related record; goodwill events open this customer’s Goodwill-filtered timeline instead, not an individual allowance record.
Tickets	The customer’s tracked requests. See tickets and the customer story for their states and history.
Memory	Saved facts about the customer, including relevant linked-profile or group memory. Those linked or group rows are read-only here. With permission, you can add and manage this profile’s own memory. The steps and settings are below. Teaching and learning covers review of learning suggestions separately.
Approvals	Consultations and approval requests associated with this customer. Opening the tab does not approve anything. Decisions require the appropriate permission. See Support Team involvement and action approvals.

Activity is the starting tab. Its Show filter starts at Everything. Choose Goodwill to show allowance activity instead. This filter changes the timeline only; it does not change the customer, their allowances or their other tabs. See complaints and allowances.

The timeline starts with up to 20 events. The more-events link, when available, expands it to at most 100 events. This view cannot load beyond that limit.

If consultations are waiting for a decision, a banner appears above the tabs. View opens Approvals. A count beside a tab is not a decision or an indication that an action has already run.

Orders and Appointments: tabs from connected services

Additional tabs appear only when their connected service and customer information are applicable:

Orders shows orders from the associated Shopify store account. A confirmed account association or a saved store-sign-in link can make this tab available. The saved link does not remove the Assistant column’s sharing checks. Viewing orders from an unconfirmed store-order match also requires identity-view access. The list can show Showing the newest 50 orders; do not treat that as the customer’s complete order history.
Appointments shows upcoming appointments booked through the bot when readable connected calendars and a suitable customer chat profile are available. It is not a list of every event in the customer’s personal calendar.

These tables are for inspection, not an inline order or appointment editor. The final Assistant column describes the information-sharing or action status for messages from this customer’s confirmed contact details. It does not mean that every item shown to staff is available in every chat.

Status in the Assistant column	How to read it
Can discuss	The row is shown as available for discussion under the current access checks.
Can change	The row passes the capability checks represented by this table. This does not remove the action’s other rules or approval requirements.
After email code, After phone code, After a code	The required confirmation has not been met in the relevant context.
Not shared	The row is not available for sharing under the current checks.
The assistant’s tools for these records are turned off	The relevant tools are disabled; seeing the row does not enable them.
These records are not available to the assistant	These records have no available bot capability for the current setup.

A note can explain why one order needs a code even when others do not. For example, an order may carry a different phone or email. Follow the actual status rather than assuming all orders on the account have identical access.

Who this is: a claim, a match or a confirmed link?

Who this is describes the profiles and the evidence connecting them. It is available only with permission to view identity information.

These are different kinds of evidence:

Detail or state	What it establishes
Said in chat, not confirmed	Someone supplied the detail. Typing a phone number or email is not proof that they control it.
Writes to us from this number	The detail comes from the messaging channel used to contact the business. It is not proof of every store account or order.
Confirmed with a code	Access to the destination was checked with a code. The scope and current validity still matter.
Matched · not confirmed	Store details suggest a connection. This is a useful staff clue, not a confirmed same-person link.
Confirmed linked profiles	omotto has a recorded same-person link. The panel explains whether it came from your team, a code, the messaging channel, a conversation confirmation or imported history.

An uncertain match can also fit more than one store customer. In that case the panel says no single account was matched. Do not choose an account just because its name looks familiar.

Open How we know to inspect the evidence when that control is available.
Open All details for Name sources, Contact details on file, Codes and confirmations and Link history.
If an identity match is waiting for review, follow Review it.

Codes and confirmations shows confirmation dates and whether each record is active or expired. Link history shows same-person and different-people decisions, with the date and staff member when recorded.

A phone on an order can belong to a gift recipient. Payment after a website chat can also involve a forwarded checkout link. Neither is enough on its own to establish the payer’s identity.

Depending on the state and your permissions, the panel offers Yes, same person, Not the same person or Separate these profiles. Allow these to be matched again appears in the relevant Link history entry. These are identity decisions, not cosmetic changes. Removing a different-people decision does not itself join the profiles. Use the profile-linking guide before changing them.

A customer group is different: it connects related people, not necessarily profiles of the same person.

Accounts in your systems

When current user-source matches are available and you can view identity information, Accounts in your systems shows the source, Matched account or Unconfirmed candidate — not verified, and any reported Roles. A candidate is not verified account ownership.

If Other profiles matched to this account appears, compare every listed profile. Staff with identity-decision permission can choose Yes, same person and review the confirmation dialog. Confirm only if all listed profiles belong to one person. This joins customer context; it does not verify a phone or email. If the match or linked profiles changed during review, reload and inspect them again before confirming. See the linking guide.

Adopted store accounts

The bot can associate another store account with the customer based on the conversation and evidence connecting an order to their verified contact details. This is called adoption. It is the bot’s judgement from that evidence, not proof that the customer controls the account’s email or phone. A delivery or billing match alone does not establish account ownership.

An active association lets Find my orders and Store credit lookup read that person’s account-level order history and credit balances, subject to current access checks and search limits. This access extends across their same-person linked profiles, not to other members of a customer group. Adoption does not move credit or change the default account used for existing store actions. See Shopify lookups and actions for those separate limits.

The bot records a short explanation for staff in the conversation. This is not a customer message, a bell notification or an approval request. With permission to view identity information, Adopted store accounts shows each adopted account once, with the connecting order, adoption time and the bot’s explanation.

With permission to resolve identity matches, select Undo beside the account.
Read the confirmation, then select Undo again.

This removes the access granted by that association across the customer’s same-person linked profiles. Access supported by independent verification or an existing account link is not removed. Store credit already moved is not reversed automatically.

This panel is a read-only explanation of the current sharing checks, not a switch that grants access. Its rows depend on the enabled features, identity evidence and relevant conversation. The wording on your profile is more specific than a general rule about all customers.

Read each row’s heading and explanation together:

In any chat describes a person-wide scope represented by that row.
On a named channel or From a named contact narrows the row to that source.
A group-member row describes information shared through a customer group, not ownership of the member’s account.
Order wording distinguishes status and contents of eligible individual orders from Every order, with addresses. It may say that confirmation with a code is needed first.
Conversation-history wording distinguishes access across channels from group-shared history or access that still needs a code.
Appointment wording can distinguish changes from read-and-cancel-only access, including cases that need a code first.

Open Why these limits when it appears to read the reasons behind those rows. If no rows are available, the panel displays Nothing beyond the current chat.

A spending summary can appear separately from order-detail access. Knowing a total does not grant access to addresses or every order. Nor does a staff-visible match authorize contact through a matched profile. For the broader identity checks, see User identification.

Contact details and Where we can reach them

Contact details shows the details recorded on this customer profile and their sources, such as said in chat, writes from it, confirmed with a code or from store orders. It is not a form for editing those details.

A detail can be marked never confirmed or show when it was last confirmed. Read the accompanying warning: an old or unconfirmed phone cannot establish identity on its own. That is different from a delivery failure.

Where we can reach them shows known contact routes for the person, including confirmed linked profiles when you have identity-view access. A reachable route need not be listed as a contact detail owned by this particular profile. Conversely, a detail on file is not a guarantee that a message can be delivered.

Route display	Meaning
A channel and phone, username or email	A known way of addressing the contact. It does not by itself grant consent or prove delivery.
linked	The route comes from a confirmed linked profile.
pending identity match	An identity decision is waiting. Select the link to review it if authorized.
unreachable since a date	Delivery evidence indicates problems reaching that route. Inspect the conversation’s delivery result before relying on it. No warning is not a delivery guarantee.
WhatsApp · number not shared, Telegram · no username, Instagram · no username, Web chat · anonymous	The channel profile exists, but that readable contact detail is not available.

If no known routes exist, the reach heading is absent. Imported history alone is not a sending route. WhatsApp and Instagram entries can show presence without exposing their account identifiers as ordinary contact text.

Marketing, labels and groups

Contact details → Marketing shows the recorded choice separately for each contact. Multiple contacts on one channel can have different rows. The displayed text or number distinguishes them.

Recorded state	Meaning
No choice recorded	No choice has been recorded for this contact. This is not proof of permission.
Allowed	A positive choice has been recorded. Its scope and the actual sending checks still matter.
Opted out of marketing	A marketing opt-out is recorded.
Opted out of all messages	An all-message opt-out is recorded.

This display is read-only, not a subscribe/unsubscribe switch. See messaging consent for what each state stops and how a customer request is handled. Linking profiles, confirming identity or setting a name does not itself grant marketing permission.

The same panel shows authorized labels and groups. Add label is available only with assignment permission. A group marked waiting for approval has a pending approval; it is not the same as a confirmed same-person link.

Where to find it

Customers → All customers; or open the customer from their information in the Inbox.

Set it up

Open a profile

Use the customer directory described above.
Use the table’s column filters to narrow the list if needed.
Select a customer row to open the profile.

Set the customer name

Select the pencil beside the customer name, labelled Edit name.
Change Name.
Wait for the automatic save to finish in the top bar before leaving.

Add or edit customer memory

Select Memory in the profile.
Select New memory.
Enter Fact as one short sentence, up to 280 characters.
Set Valid until if the fact has an expiry date.
Review Who is this for and Required verification before saving sensitive information.
Open Advanced if you need to record Confidence.
Select Save to create the memory.

New memory is fixed to One customer and the current Customer. You cannot change it to a business, product or group fact here.

To edit an existing own-profile memory:

Select its row.
Change the relevant fields.
Wait for the automatic save to finish in the top bar before leaving.

Editing has no separate Save button. Linked-profile and group rows are read-only here; open the owning profile or group to manage them. A memory consolidated into a document is also read-only: edit its destination or deliberately create a new memory instead.

Settings

Customer name

The displayed name can come from a staff choice, a name given in chat, a channel profile, imported history or eligible store information. If no suitable name is available, a contact detail or generic customer label can appear instead. A name from checkout can be marked staff display only; it does not prove what the customer called themselves or who owns the account.

The field starts with the current displayed name; there is no fixed default name for every customer. There is no separate Save button. Your staff-set name takes priority over automatically chosen names. A later name captured from the customer’s chat does not replace that staff choice.

Name control or information	What it does
Name	Sets your own name for this customer. Changes save automatically.
Reset to automatic	Removes the locally stored name choice, including a stored name given in chat, and selects from the remaining available sources. It does not delete channel names, store names or contact details. Clearing the field also requests a reset.
Automatic name	Shows the available name to expect after a reset.
Name they gave in chat	Shows a name for addressing the customer. Check its source below: this value is not, by itself, proof that the customer typed that name in chat.
Where names came from	Lists the sources, the name in use and any staff-only or unsuitable-name warnings.

Without a staff choice or stored chat-given name, automatic selection generally prefers a live channel name, then imported history and eligible store or checkout information, before older saved names or fallback details. Check the source list rather than treating a store or channel name as a verified self-introduction.

Viewing the editor requires identity-view access. Editing and resetting also require customer-update access. If the pencil or editable field is missing, ask the workspace owner to check your permissions.

Customer-memory fields

These controls apply to this profile’s own memory. New memories start Active, with Read requires → Anytime and Read freshness → Once is enough. Existing memories open with their saved values, not these new-record defaults.

Setting	What it does	New-memory default
Scope and Customer	Fixed to One customer and the profile you opened.	Current customer; not editable here.
Fact	The full fact, up to 280 characters. Required.	Blank.
Valid until	Optional last valid day, using the workspace’s time zone. After expiry the record remains, but the fact is marked no longer current when supplied to the bot.	Blank; no expiry.
Gist (locked teaser), directly below Who is this for	A safe hint supplied instead of the full fact when proof is insufficient. Do not put sensitive details in this hint.	Blank; no hint when locked.
Who is this for	Everyone, or confirmed members of any/all selected labels. Before someone qualifies, keep the memory visible or hide it completely. Audience and verification save separately.	Everyone, visible.
Read requires, inside Who is this for	Anytime needs no proof. Tied to an order is a restricted proof level; in this personal-memory flow an order-only proof does not unlock the fact, so identity verification is needed. Verified identity requires identity proof. Choose Verified identity for sensitive personal facts.	Anytime.
Read freshness, inside Who is this for	Once is enough accepts a past proof that is still valid. Same chat requires proof from the current conversation. Within a time limit requires proof within the hours you set. Freshness does not add a proof requirement when Read requires is Anytime.	Once is enough.
Time limit (hours)	Appears only for Within a time limit. Enter at least 1 hour. It limits the age of the proof, not the lifetime of the fact.	Blank; fill it when choosing this option.
Status, inside Advanced	Available when editing. Active makes the fact eligible for the bot. Archived keeps it for history without supplying it. Draft and Removed appear only if the row already has that state; they are not ordinary choices for other rows.	Active; creation has no status selector.
Confidence, inside Advanced	Optional certainty score from 0 to 1. It does not grant access or guarantee that this fact will be included in a reply.	Blank; no score entered.

Who is this for restricts the bot’s access to the fact; it does not hide it from staff who can read this screen. Advanced also shows recorded sources and reinforcement history when available. Those are information, not editable settings.

If the audience says Can’t be read — choose who this is for again, it has not become Everyone. With permission to edit, choose Choose again, review the fresh Everyone/visible draft and save the intended audience. Until the repair is saved, the bot keeps refusing that unreadable setting.

If the audience changed elsewhere while you were editing, the current saved audience replaces your rejected choice. Review it and make a new choice if needed; retrying does not replay the discarded edit.

What happens when…

More than 100 activity events exist

At the 100-event limit, the more-events link disappears. A message such as 25 additional events remain. means older activity exists but cannot be loaded in this timeline. It does not mean those events were deleted or that another load-more step is available.

A memory’s proof requirement is not met

The full fact is withheld from the bot. With the default visible setting, a filled Gist (locked teaser) supplies a safe hint; if it is blank, neither is supplied. With Hidden until they qualify, neither the fact nor its Gist is supplied until both audience and proof are met. Check both Read requires and Read freshness before reducing a restriction.

You archive or delete a memory

Archived preserves the record without supplying it to the bot. Delete, when permitted and confirmed, marks the memory Removed instead of erasing its history, so it is not automatically learned again.

An adopted store account loses its supporting evidence

Changing or removing a supporting contact detail, losing its verification, a changed store connection or a conflicting account owner can invalidate the association automatically. The invalidated association does not restart just because the detail is verified again. This does not, by itself, cancel a separate valid association held by another profile of the same person.

Staff Undo is different: it revokes the account’s associations across the same-person linked profiles for that store connection, including profiles linked later. The bot cannot simply adopt the same account again to bypass that decision. This is not a ban on every past association in a different store connection, nor does it remove independent verified access.

A store match is not confirmed

A name, spending total or channel can still appear to staff. That does not confirm the same person, enable sending through that profile or authorize disclosure. Inspect Who this is and What the assistant will share separately.

Customer data cannot be deleted while store credit is still settling

A pending store-credit change must finish before the affected customer or contact can be deleted. The refusal shows the amount and a masked account reference. Retry deletion after reconciliation; if the store connection or account access changed, contact support rather than repeating the money change manually.

Troubleshooting

New memory or editing is unavailable: ask the workspace owner to check memory-management permissions. A linked-profile, group or consolidated row is read-only here.
A memory change did not save: read the field error and top-bar save status. Check that Fact is not blank and that Time limit (hours) is filled when required. Creating a new memory requires Save; editing saves automatically.
A tab or control is missing: check your permissions, connected service and the customer’s relevant account or chat association. Not every profile has Orders or Appointments.
A matched name or total looks wrong: inspect its hint and How we know. Use the identity guide to reject an incorrect match, rather than renaming someone to make the evidence look right.
The name does not change: check for a staff override and any save error. Reset to automatic chooses an available source; it does not remove a name from the connected service.
A list cannot load: try again in a moment. If the page says access or the match changed, reload it. A calendar warning can mean that only some calendars were read, not that no appointments exist.
Contacting the customer fails: check the route, delivery result and recorded consent. A visible email, phone or profile does not guarantee an available sending channel.

If the problem persists, contact omotto support. Do not confirm a doubtful identity match or bypass an opt-out just to make a missing detail or sending control appear.