Customer Enrichment
Customer Enrichment automatically collects customer information during conversations. The system monitors dialogue for opportunities to request missing data, asks at natural moments, and stores result
How It Works
When a conversation begins, the system checks the customer profile against required fields. If information is missing, the AI determines contextually appropriate moments to request it.
The system doesn't force collection—it waits for natural opportunities. For example:
Customer asks to receive information by email → Request email address
Customer wants to book an appointment → Request name and phone
Customer mentions they're returning → Request confirmation details
Four fields are collected:
Name - Full name Email - Primary identifier, used to link conversations across platforms Phone - Optional contact number Platform - Automatically captured (Web Widget, LINE, Facebook, etc.)
All data is stored in the Customers database with full conversation history.
Plan Requirements
Customer Enrichment requires a Professional or Enterprise plan. Starter plan users must upgrade to access this feature.
Upgrade from Settings → Billing.
Activation
Navigate to your widget's Actions tab. If Customer Enrichment isn't already active, click Add Action and select it from the list.
Review the configuration screen showing collected fields and behavior. Click Activate to enable the action.
The action takes effect immediately for new conversations. Existing conversations are not retroactively processed.
Conversation Examples
Basic collection when sending information:
Collection when customer needs help:
Natural detection when customer volunteers information:
In this example, the system detected "Mike" from the first message and didn't ask for name again.
Customer Database
All collected data appears in the Customers page, accessible from main navigation.
Each customer profile includes:
Name, email, phone, platform
First interaction date
Last interaction date
Total conversation count
Full conversation history across platforms
Custom tags and notes
Click a customer name to view their complete history. Use search and filters to find specific customers. Export the entire database to CSV using the export button.
Email as Unique Identifier
Email serves as the primary identifier. If a customer contacts you via web chat and later via LINE using the same email, both conversations link to a single profile.
Different email addresses create separate profiles, even if other details match. There's currently no automatic deduplication.
Managing the Action
View Status
The Actions tab shows Customer Enrichment status, activation date, and controls.
Enable/Disable
Toggle the switch to enable or disable collection without removing the action. Disabling stops future collection but doesn't delete existing data.
View Configuration
Click Configure to review which fields are collected and how the system behaves.
Cannot Be Deleted
Some configurations mark Customer Enrichment as a built-in action that cannot be removed. This ensures continuous data collection for customer service.
Troubleshooting
Bot not requesting information
The AI waits for contextually appropriate moments. Try these approaches:
Have a longer conversation rather than just greeting the bot. Request something that requires follow-up, like "send me information" or "I need help with an order."
Start a fresh conversation from an incognito browser window to ensure you're not already in the database.
Check the Customers page—the profile might already exist from a previous conversation.
Data not appearing in database
Refresh the Customers page. Data sync can take 10-30 seconds.
Remove any search filters that might hide the customer.
Review the conversation transcript to verify the bot actually asked for information and the customer provided it.
Check browser console (F12) for any error messages and report them to support if found.
Duplicate customer profiles
Email is the unique identifier. Different emails create different profiles regardless of name or other fields.
Same email on different platforms creates a single unified profile.
Manual profile merging isn't currently available. Contact support for assistance with duplicate profiles.
Cannot activate - upgrade required
Verify your plan in Settings → Billing. Customer Enrichment requires Professional or Enterprise.
If your subscription is correct but activation still fails, check that payment is current and contact support if the issue persists.
Privacy and Compliance
All customer data is encrypted at rest and in transit. Access is controlled through workspace roles.
For GDPR compliance, ensure your website privacy notice explains data collection. Provide customers a way to request data deletion or export.
Deleting Customer Data
Go to Customers page, find the customer, click Delete, and confirm. This permanently removes the profile and all conversation history. This action cannot be undone.
Exporting Customer Data
Click the Export button on the Customers page to download a CSV file containing all customer data. Use this to fulfill data portability requests.
Best Practices
Let the AI determine timing. Don't expect immediate collection in the first message—the system waits for natural opportunities.
The AI typically requests one field at a time to maintain conversation flow. Asking for multiple fields simultaneously feels like interrogation.
Monitor data quality regularly. Check the Customers page for incomplete profiles or data entry issues.
Use collected data effectively. Reference customer history in future conversations to provide personalized service.
Document your data practices. Keep notes about what you collect, why, and how long you retain it.
Pricing
Customer Enrichment is included in Professional and Enterprise plans at no additional cost. There are no per-customer fees or usage limits.
Starter: Not Available ($9/month) Professional: Included ($19/month) Enterprise: Included + Priority Support ($49/month)
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