Configure customer header and search (Public Beta)

The customer header and search component enables you to choose 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.

Configure the customer header to show the most important customer information to your agents. Typically, this information includes the customer’s name and their relationship with your organization, such as 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:

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You can configure the following information:

• Customer name : You can choose multiple traits to display, since customer names are often stored in multiple traits. For example, you might select first name and last name traits to show the customer’s full name.
• Secondary trait : Select one trait to show below the customer’s name.
• Customer image or avatar : If you have a trait that contains a URL for an image or avatar of the customer, select it to display the image in the customer header. As you make changes, the Preview display on the right side automatically updates to show you a template of how your header will appear to agents.

When you’re done, click Save changes.

Agents can manually search for a profile if the automated Unified Profiles search doesn’t find a profile. You can configure which identifiers are available to search.

Select the identifiers that you want agents to be able to use when searching for a profile. The list shows the display name and the trait key from your Segment Unify workspace. You must select at least one identifier.

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. You can choose to show these profiles to your agents or hide them, depending on what works best in your agents’ workflows.

By default, unidentified profiles are not shown in search.

If you choose to show unidentified profiles in search, you can enter a badge label to indicate unidentified profiles to your agents. For example, you might enter “New customer” or “Not in CRM.”