When a new or unknown Customer reaches out, a new Customer Profile is automatically created for that Customer and is assigned to the Inbox based on the Channel used by the Customer to reach out.
The Customer Profile contains current and future interactions with the Customer. When a new Profile is automatically created, you should add as many Customer details as possible. The more information you have about a Customer in the Customer Detail, the better Gladly can always match the Customer to their Customer Profile whenever they contact you. Still, you can create a new Profile, especially if you're reaching out to a Customer who doesn't have an existing Profile.
Add a new Customer Profile manually
You can add a new Customer (Profile) anytime and manually add their details.
Inbox assignment for a manually added Customer Profile
Gladly assigns the Customer based on the alphabetically first Inbox an Agent belong to. If the Agent isn’t in any inboxes, the first Inbox in Gladly (alphabetically by name) is used.
From the top section of the My Customers list, click
.Click Add New Customer.
In the collapsed view, click
to add a Customer at the bottom of the My Customers list. 
You can also click
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at the bottom corner of your homepage and select Add New Customer.
On the left side of the Customer Profile screen, fill in the Contact and Details section.
Contact
Enter all the details you know about the Customer. The more information you can provide, the more accurate Customer matching will be, and the easier it is for Gladly to identify the Customer every time they contact you. This includes a Customer's:
Details
Add a level of detail and personalization about a Customer using the Details section. Details like if they have allergies, their preferred color, or perhaps they go by a particular nickname.
Relationship
If you can identify another Profile the new Customer is related to, create a connection between the Customer Profiles.
Unlike Notes, where it's used to leave notes about a recent interaction or Conversation with the Customer, Details can be general information that's good to know about the Customer.