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Customer Profiles Read everything a returning customer has told your agents in one place, check how sure each link is, and act on the whole story. Find it: Main Menu > Customer Profiles. in the left sidebar of your workspace Before you start: More than one conversation from the same person — a profile is what links them. A role that can open a lead. Pay-per-lead workspaces see the shape of a profile before buying and its content after.
Open a profile Four tabs, one picture — click the tabs, and expand a conversation. Open Main Menu → Customer Profiles and pick a customer Read the Profile tab first Verified contact and location, then a signal summary per line of business, then What we know. Expand a conversation on the Conversations tab Its journey stage and confidence, duration, summary and suggested follow-up steps — and a link straight to that lead in the Clearing Pool. Tab What it holds Profile Verified contact and location; a signal summary per line of business (conversations, best score, latest stage, intent, the channel to try next with its follow-up window); how reachable the person has proved to be; their stable facts, preferences and recent context; and how each conversation was linked, with confidence. Conversations The full history, newest first. Every conversation is a lead — a profile organises your leads, it does not replace them. Attribution Campaigns and referrers, channels, the AI agents they spoke with and where each was placed (the site or room), the ad click identifiers that join them back to the click you paid for, and a per-conversation activity trail — searches, listings viewed, services requested, live-rep handoffs. CRM Which of this customer's conversations were pushed to your CRM, and when.
Check how sure each link is Read the label on each conversation “Recognized returning visitor · 99% confidence”, “Linked by matching details”, or First recognized conversation for the one the profile is anchored on (no percentage — the others were matched to it). Read which signals agreed Phone number, surname, device fingerprint — which matched exactly, which were close, how many could be compared, and any reason the match is worth a second look. Signal names only, never the values. Percentages are rounded down : a link shown at 99% is at least 99%. If the evidence disagrees, conversations are kept separate; if a match is uncertain it is held out for the next conversation to settle.
“What we know” Three lists, always populated, every line traceable to something the customer said. List Contains Stable facts What holds across conversations — their role in each line of business, the details that decide eligibility or routing, the household on the errand. A changed fact names the value it replaced. Preferences What they want and what they ruled out — natural light, a backyard, good schools, no high-rise. A preference that repeats a listed fact is not shown twice. Recent context One dated line per conversation, newest first, naming its line of business: what they were after, the verified facts it established, the budget with any movement named, financing, other interests, and where it got to. The profile is usable the moment conversations merge. An AI-written summary lands on top, usually within a couple of minutes; meanwhile the page says AI summary building and the three lists are assembled directly from the conversations. If the summary cannot be produced, the assembled view stays.
On pay-per-lead: see the whole customer, pay only for what you open A profile is composed from the conversations you have purchased . Unpurchased ones appear as locked entries — date and price only — each a click from procuring it in the Clearing Pool. Buying the lead opens the entry; there is no separate charge for the profile. “3 conversations · +2 locked” means this customer kept coming back. Agents see profiles built only from the leads assigned to them — no pricing, no locked entries, no purchasing — following your team's scopes live.
Recognising someone mid-conversation Your AI agent can ask “have we spoken to this person before?” in the first seconds of a call. What it does What it does not do Searches your own scored leads for the person your agent is speaking to. It never searches other workspaces. Another company's identical device is invisible to you, and yours to them. Returns a pointer — which conversation, and which customer, if they have been merged. It returns no names, emails, phone numbers or transcripts. Those come from a second, separately-permissioned request. Says possibly the same device when only the browser matches. It will not claim this is definitely them on a device alone. Two people sharing a family laptop can never be merged into one by this. Confirms a person when a name, email, phone or voice actually matches. It cannot be talked into a match. The rule lives in the scoring engine, not in the agent's request. Before you start: Identity access enabled for your workspace — the same switch the other identity features use. Ask us and we turn it on. An AI agent that sends device information when a conversation starts (your developers will know). It costs nothing extra — part of your plan, not billed per call, with a per-key rate limit normal volume will not approach. A well-built agent uses the cautious answer to say “welcome back” and the confirmed one to say “welcome back, Jordan”. Request shape, verdicts and a test recipe: Recognise a returning customer (Developers). You'll know it worked: The profile lists every linked conversation with the confidence of each link, and the lead card shows the profile it belongs to. A single-conversation customer having no profile is correct — there is nothing yet to join. A customer has no profile They have one conversation so far, or their other sessions were processed for identity only or only ran automations — neither kind ever joins a profile. The profile says AI summary building Normal for the first couple of minutes after a merge. What we know is filled from the conversations meanwhile. Entries are locked Pay-per-lead: buy that conversation's lead in the Clearing Pool and the entry opens. Some conversations carry no score or stage They only recognised the visitor or only ran your automations. They stay in the history and are counted under the signal summary — “1 conversation resolved this visitor’s identity only” — never listed as a line of business. How conversations are joined, and what a profile will never show Returning visitors are recognised when they come back; separate sessions are linked on what was actually said — names, contact details, context that lines up. Before two conversations join, the identity engine re-checks the match from the full source conversations. You will never find two different people fused into one profile because a tool got optimistic. Only conversations scored for a line of business can join. A session processed for identity only has no name, phone, email or voice on record and could be recognised by device alone — the weakest evidence, and the kind that confuses two people sharing a computer. An automation-only session has no identity evidence at all. Both stay in your leads and remain searchable. Every AI-summary sentence is checked against the conversation it came from before it is shown; one that cannot be traced is left out. If vetting flagged a concern in any conversation — a security concern, a claim that could not be corroborated — the summary opens with it, naming the conversation. Either way, a claim that failed verification is never shown as a fact, and nothing is padded or invented. There is no budget in the signal summary: a budget belongs to what someone was doing, not to who they are. A customer buying at one figure and now renting has one role and two budgets, so budgets, financing and everything else a conversation established appear in Recent context, against the conversation and date that produced them. Agents are listed by who they actually are: two agents both named “Eva”, on two sites or from two providers, stay two entries, each with its own conversation count. The same applies to placement. Why profiles matter commercially is on the Product tab: Customer Profiles . Profiles in your CRM, and the Customer Profiles API A lead synced to your CRM carries its profile: a point-in-time summary — conversation count, first and last seen, latest stage, top score, the AI-written summary once ready — plus a live link that always opens the current profile. Field detail: Connect a CRM → Customer Profiles ride along . Profiles are built automatically. For teams that want to stitch conversations together programmatically there is an off-by-default Customer Profiles API : submit a new conversation plus the earlier ones it belongs with, and LeadLogiX re-verifies and merges them, returning a safe profile reference and a live link. See Customer profiles API , and email to enable it.