Customer Context Gadget: Update Customer Information

Provide details in the customer information form to help build a profile that enhances the customer experience. You can update customer information if the customer is in the open list. You can also move a customer to the open list from the recent list or search results list.

  1. Select a customer from the open list in the customer management pane.

    You can also select a customer from the search results to move them to the open list. Click the open, recent, or search icons to change lists.


    If the customer management pane is not visible, click the icon.

    The open, recent, and search icons in the customer management pane..

  2. Click the customer name to open the customer information form.


    If the customer name is not available, the Customer Context gadget displays the customer email, or if neither are available the phone number. If no identifiable information is available, the gadget displays the customer as Unknown Customer.

  3. Click Edit.

  4. Enter relevant customer information and click Save. Fields in the Customer Context gadget have a 2,000 character limit.


    If you modify a customer, request, or activity that another agent already changed, the Customer Context gadget displays a caution notification. Click Load to load their changes.

    To discard your changes and exit the form without saving, click Cancel.

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