Goal

You know what the customer panel is and how you can use it.

Who can it help?

- End user

How to use the customer panel

You can find the customer panel in each conversation in the Mobile Service Cloud. On the right hand side of the conversation by default you will see the information of the customer, any pinned messages, the last 3 orders and previous 5 conversations. When referring to the default panel, it is called the "customer panel."

At the top you find different icons that switch to tabs within the customer panel to other panels.

In this article we use the terms profiles and customers. Profiles are unique but a customer/person could have several profiles. Multiple profiles can occur if a customer has multiple email addresses or phone numbers. When we're talking about a customer, we mean a unique profile. Therefore it's called the customer panel.

Connected profiles
In the connected profiles tab you have the option to connect profiles to the profile of the customer which you currently have an open conversation. You can also see an overview of the existing profiles which are connected.

Pinned messages
Shows all pinned messages of the customer.

Orders
In the default panel the last 3 orders are shown. In the orders panel all the orders of the customer are shown.

Conversations
In the default panel the last 5 conversations are shown. In the conversation panel all the conversations with the customer are shown.

Co-browse
Allows you to control the co-browse functionality. More information about co-browsing can be found here.

Viewed products
Show all the products that the customer viewed and the amount of views during this conversation. The panel also shows which products the customer currently has in his shopping cart. Works for the channel live chat.
Collapse customer panel
Collapse the customer panel which gives you more space for the conversation with the customer or to collaborate with others.

Expand customer panel
If the customer panel is hidden you can expand it with this button.

Start new conversation

Will open a new conversation tab with the current customer.