Customer Profiles - Help Scout Support

Description: Profiles in Help Scout are built automatically when a customer emails your support address for the first time. We'll also create a profile when you compose a ne

Content: Customer ProfilesProfiles in Help Scout are built automatically when a customer emails your support address for the first time. We'll also create a profile when you compose a new conversation on behalf of the customer. This article talks about editing and updating profile information.In this articleEdit a Customer ProfileAutomatically Populate Customer Profiles With GravatarEdit a Customer ProfileYou can edit all profile fields right from a conversation — just click the customer's name in the sidebar — or click Customers in the top menu, find the customer, and click on their name. Changes made in the profile editor are saved automatically.To access the full conversation history or start a new email, clickEdit full profile.To delete a customer profile, seeAbout Deleting Profilesfor more information on what is deleted and the steps to complete it.Profile FieldsThe customer profile offers the following fields by default:First NameLast NameCompanyJob TitleEmailPhoneWebsiteAddressNotesThe Notes field is a good place to add general notes, as those notes show up in the sidebar when you're working on a conversation. To add multiple lines of information to the Notes field, press Shift+Enter to create a new line.In addition to the default fields, your Account Owner and Administrators can create additional customer properties that can be populated manually or programmatically. SeeCustomer Propertiesfor more information on that feature!Automatically Populate Customer Profiles With GravatarHelp Scout isGravatar-enabled! This allows us to automatically populate Help Scout customer profiles with their Gravatar profile information associated with their email address, when such a profile exists.This integration with Gravatar enabled by default. Your Account Owner or Administrator can head toManage > Company Settings > Edit Companyand toggle theEnrich Customer Dataswitch off if you would rather not use Gravatar to populate your customers' information.Your customers have full control of their Gravatar profiles — you can direct them right toGravatarto update or correct any information there.There is some housekeeping that you can do within Help Scout, such as removing their image by clicking on the trash can icon when you hover on their photo. You're also able to overwrite certain data, like the Company and Job Title.If you toggle Enrich Customer Data off after using it, any previously synced data will remain, but Help Scout will no longer connect to Gravatar for updates to existing data or to get new customer data.

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