Visitors, leads, and users
- Visitor: an anonymous person identified by the messenger.
- Lead: a person who has shared contact information.
- User: a known customer identified by your product.
What a profile contains
Profiles can include a name, email, phone, first and last seen dates, current online state, tags, internal notes, and conversation history. Some fields appear only after the visitor provides them.
Add internal context
Use internal notes for information that helps teammates but should not be sent to the customer. Keep notes factual, relevant, and free of sensitive information you do not need.