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Configure customer header and search (Public Beta)


Public Beta

Unified Profiles in Flex is currently available as a limited Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a Twilio SLA.


Not a HIPAA Eligible Service or PCI Compliant

Unified Profiles in Flex is not a HIPAA Eligible Service or PCI compliant and should not be used in Flex or Segment workflows that are subject to HIPAA or PCI.


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The customer header and search component determines how the customer header appears to agents and how agents can search.

Initially, the customer header and search component is disabled because the customer details and customer history components are disabled by default. When one or both of those components are enabled, this component is automatically enabled as well.

Before you configure these settings, ensure that you have already configured identifiers and traits.



Note that the customer header and profile search settings are read-only.

The customer header shows the most important customer information to your agents. This information includes the customer's name and how long they've been a customer.

When enabled, this information appears to agents at the top of the section that includes the Details and History tabs:

Flex UI tasks view with the customer header circled

The customer header displays the following information and traits to agents:

Field nameTrait
Customer nameFirst name Last name
Secondary traitCustomer since
Customer image or avatarProfile image

Manual search options

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Agents can manually search for a profile if the automated Unified Profiles search doesn’t find a profile.

The following table displays the identifiers agents can use when using profile search:

User IDuser_id
Email addressemail
Phone numberphonenumber
Anonymous IDanonymous_id
{Identifier name}{identifier_key}

If you don’t see the identifier options that you want or if the manual search doesn’t work as you expect, check your customer profile identifier settings and mappings.

When someone reaches out to your contact center and can’t be matched to a profile in your CRM or data warehouse, an “unidentified profile” is created.

Flex displays unidentified profiles to agents with the badge label New Contact.


Looking for information about customer highlights or wrapup notes configuration?

Configure these settings in Agent Copilot.

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