Customer Profiles

EARLY ACCESS

Connect Chatbots to the Infobip customer data platform, Customer Profiles, to retrieve and update information about end users. In Customer Profiles, this information is stored in Person profiles.

You can do the following:

When end users interact with the chatbot, capture relevant information from the conversations and store it in Person profiles.
Retrieve information about end users from their Person profiles.

Customer Profiles is enabled by default when you enable Chatbots.

Attributes

Use attributes to add or retrieve information about end users from Customer Profiles. Use this information to personalize your responses to end users.

The attribute types are as follows:

Standard: Information in standard fields. Example: Contact information
Custom: Customized information that is not available as a standard field. Example: End date for a subscription
Computed: Information obtained through custom formulae, profile scoring, and event aggregation. Use these attributes to do the following:
- Customize your messages to end users. Example: If the end user purchased a product in the last 7 days, ask them "Are you contacting us regarding your recent order?"
- Prioritize end user requests based on their profile score

You can only retrieve computed attributes from Customer Profiles and cannot update them.

Attribute mapping

Use custom mapping to map an attribute in Chatbots with an attribute in Customer Profiles. Example: In Chatbots, store the end user's location in the Location_City attribute and map it to the City attribute in Customer Profiles.

Ensure the attribute type in Chatbots is compatible with that in Customer Profiles. Example: If the attribute type in Chatbots is Boolean, you cannot map it with a Text attribute in Customer Profiles.

When you use the Get information action (Customer Profiles to Chatbots), you can map attributes as follows:

Attribute type in Customer Profiles	Attribute type in Chatbots
Text Gender	Text
Decimal number Whole number	Number
True/False	Boolean
Date Date Time	Date
List of objects	List

When you use the Create or update person profile action (Chatbots to Customer Profiles), you can map attributes as follows:

Attribute type in Chatbots	Attribute type in Customer Profiles
Text Phone number Location URL Email	Text
NER MO	Text
Boolean	True/False
List	List of objects

Custom events

When an end user interacts with the chatbot and performs an action, you can pass this event to Customer Profiles. The event is saved as a custom event in Customer Profiles. You can then use this information when the end user interacts with the chatbot again or in other Infobip solutions.

Example: An end user purchases a product during a session with the chatbot. Save this event as a custom event in Customer Profiles. You can then do the following:

Use the event as context in Chatbots and Inbox: The end user contacts your business again after 3 days. The chatbot or agent can mention the purchase in the initial message. "How can I help? Are you contacting us regarding your recent purchase?"
Follow up with the end user through a Flow campaign in Automation Studio: "Based on your recent purchase, here are some products that you may like."
Use the event properties to populate computed attributes in Customer Profiles for use cases such as total lifetime spend, average spend, and most common request. You can then use these attributes to personalize communication in Chatbots or improve segmentation in Automation Studio.
Mark the Person profile as high priority so that the end user is prioritized the next time they contact your business.

Process

The process is as follows:

In Chatbots, an end user performs an action, such as saving a product to the cart.
Save each relevant property of this event in Chatbots attributes. Example: successful addition of a product to cart, and the identifier, name, and price of the product.
Pass these attributes to Customer Profiles, where you can save them in a custom event in the end user's Person profile.

Create a custom event in Customer Profiles

Log on to the Infobip web interface (opens in a new tab).
Go to Customer Profiles > Events > Custom Events.
Select Create event.
Add the Event Name and Description. Example: To save the event of an end user adding a product to cart, create the event AddedToCart.
Select Add event property.
Enter the event Property Name. Create as many properties as required. Example: To save the event of adding a product to cart, create properties for successful addition of the product to cart (addedCart), identifier of the product (productID), name of the product (productName), and price of the product (productPrice).
Select Save.

Send a custom event to Customer Profiles

Go to Automation Studio > Chatbots and open your chatbot.
In the Attributes tab, do the following:
1. Create the attributes in which you want to save the event properties. Example: To save the event of adding a product to cart, create attributes for successful addition of the product to cart (addedCart), identifier of the product (productID), name of the product (productName), and price of the product (productPrice). For each attribute, ensure you create equivalent event properties in Customer Profiles. Also, ensure the attribute type is compatible with the event property you created for the event in Customer Profiles.
2. (Optional) Create an attribute to identify the Person profile. Example: customerContact.
Create a dialog to send the event from Chatbots to Customer Profiles. Example: Added to Cart.
Drag the Customer Profiles custom event element.
Configure the element as described in the Customer Profiles custom event documentation.
In the Customer Profiles custom event element, find the Person profile in which you want to save the event. Do the following:
1. In the Contact information attribute field, enter the Chatbots attribute that contains customer contact information. Example: customerContact.
2. In the Contact information attribute type field, select the attribute type. Ensure this field matches the data type of the attribute you selected in the Contact information attribute field.
In the Custom event configuration section, specify the event to save against the Person profile. To do so, use the attribute in which the event is saved.
1. Select Add custom event.
2. Choose the event you created in Customer Profiles. Example: AddedToCart.
(Optional) Add properties to the event.
1. Select Add attribute mappings.
2. Choose one or more Chatbots attributes that contain the event properties. Example: addedCart, productID, productName, and productPrice.
3. For each Chatbots attribute, choose an equivalent event property you created for the event in Customer Profiles. Example: addedCart, productID, productName, and productPrice. Ensure the Chatbots attribute type and Customer Profiles event property are compatible.
  
  Chatbots does not support dateTime property. To pass a dateTime value into an event, save the value in a Text attribute in Chatbots and map the attribute to a Text property type.
Select Add.
(Optional) Check whether the event was saved successfully to the Person profile. Add a Conditions element. Configure the element as follows:
1. In the attribute field, choose the predefined attribute lastCustomerProfilesStatusCode.
2. Set the operator to is.
3. Specify the status — Success.
4. Branch the chatbot flow as required.

The event, along with its properties, is saved in the end user's Person profile in Customer Profiles.

Product events

Save Chatbots product events such as the start or end of a chatbot session to Person profiles in Customer Profiles. When an end user starts a session with the chatbot, the following happens:

If a profile exists for the end user, the events are added to the profile.
If a profile does not exist, a new profile of type Customer is automatically created in Customer Profiles, and the product events are added to this profile.

NOTE

To use this functionality, enable the relevant product events for Chatbots in Customer Profiles.

Create a Customer Profiles chatbot

This section shows how to build a basic chatbot that connects with Customer Profiles. Follow these steps:

In the chatbot editor, drag and drop the Customer Profiles profile element into a dialog.
Select the Customer Profiles profile element you added.
In the Select action field, specify the required action. Choose Create or update person profile to get information from Customer Profiles or post information to Customer Profiles.
In the Contact information attribute field, specify the attribute to use. You can use a standard channel-specific attribute stored in Customer Profiles, or a custom attribute in Chatbots. By default, this value is set to endUserDestination.
For custom attributes, select Add attribute mapping to map the attributes in Customer Profiles and Chatbots. See the guidelines in the Attributes > Attribute mapping section.
Check whether the event was saved successfully to the Person profile. Add a Conditions element. Configure the element as follows:
- In the attribute field, choose the predefined attribute lastCustomerProfilesStatusCode.
- Set the operator to is.
- Specify the status — Success.
- Branch the chatbot flow as required.

If you use List attributes, the list values are added to the list. To overwrite list values instead of adding them, use the overwrite option when you map attributes. You can overwrite the list only when creating or updating profiles.

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