Add a New Customer Profile
  • 22 Jun 2022
  • 3 Minutes To Read
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Add a New Customer Profile

  • PDF

When a new and unknown Customer reaches out to you, a new Customer Profile is automatically created for that Customer. This is where all current and future interactions with the Customer are stored. When a new Profile is automatically created, you still have to add as much information as possible in their Customer Details. The more information you have about a Customer in the Customer Detail, the better Gladly can always match the Customer to their Customer Profile.

Automatically created Customer Profile

A Customer Profile is automatically created if a new email, phone call, or any unidentified incoming Contact from a Customer cannot be matched with an existing Customer Profile. The contact information used to reach out to you is automatically added to the Profile.

  • If a possible match is found, review the two Profiles to ensure they are not for the same Customer. If they, the Profiles should be merged.
  • If there is no match found, enter the Customer's contact information. This will allow Gladly to recognized the Customer when they contact you again. This includes a Customer's:
    • Email address – If known, enter the Customers email address. Click the Main tag if this is their primary email address.
    • Phone number – If known, enter the Customer's phone number. Select the phone type (mobile, home, office, other) and phone tag (e.g., if mobile, select if it's for SMS and/or Main). The SMS tag must be selected for the Customer to receive support via SMS.

The new Customer is created in the Inbox where their request is routed to.

Additional email or phone number contact

Customers may contact you using different email addresses or phone numbers. To allow for more opportunities to identify the Customer without creating a new Profile, you can add their secondary email address or phone number.

  1. Click the + icon on the Contact card.
  2. Click Add email or Add phone.
    • Email – A new email field is added under the existing email address. Click the Main tag if this is their primary email address.
    • Phone Number – A new number field is added under the existing number. Enter the new phone number and select the phone type (mobile, home, office, other) and phone tag (e.g., if mobile, select if it can be used for SMS and/or Main). The SMS tag must be selected for the Customer to receive support via SMS.

Add new Customer Profile 

You can add a new Customer (Profile) anytime and manually add their detail.

  1. From the top section of the My Customers list, click the kebab menu icon (three dots).
  2. Click Add New Customer.
    • In collapsed view, the kebab menu icon (three dots) to add a Customer is at the bottom of the My Customers list.
    • You can also click on the Gladly+ icon at the bottom corner area of your homepage view, then click Add New Customer.
  3. On the left side of the Customer Profile screen, fill in the following sections:
    • Contact – Enter all the details you know about the Customer. The more information you can provide, the more accurate Customer Match will be, and the easier it is to identify the Customer every time they contact you. This includes a Customer's:
      • Email address – If known, enter the Customer's email address. This allows you to identify the Customer when they send an email.
      • Phone number – If known, enter the Customer's phone number. Select the phone type (mobile, home, office, other) and phone tag (e.g., if mobile, select if it's for SMS and/or Main). The SMS tag must be selected for the Customer to receive support via SMS.
    • Details – Perhaps they have a color preference or something to be aware of (like if they have allergies). You can enter that here.
    • Relationship – If you can identify another Profile the new Customer is related to, create a relationship between the Customer Profiles.
Tip - Default Inbox for a newly added Customer Profile
When you add a new Customer while in an Inbox and attempt to contact the Customer (email, call, etc.),  the Customer Profile is automatically assigned to the most recent Inbox you were assigned to. 

Customer Details

Add a level of detail and personalization about a Customer using the Details section. Like if they have allergies, their preferred color, or perhaps they go by a certain nickname. 

Unlike Notes, where it's usually used specifically about a situation or a Conversation, Details can be general information that's good to know about the Customer.


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