Contact Profiles

Use Airship channel attributes to populate contact names and profile details.

 Note

In order to ensure proper usage and display of attributes, in connection with Contact Names and Profile Details below, you must first add attributes to your Airship project.

Contact Names

In order to have a user’s full name displayed properly in your conversation list and within the contact profile of the Live Conversations view, the user’s names must be saved in their channel AttributesMetadata that you can use for audience segmentation. Attributes differ from tags in that when evaluating users with attributes, Airship uses operators, e.g., equals, less than/greater than, contains, before/after, to determine whether or not to target a user. Supported attribute types are TEXT, NUMBER, and DATE. .

Once you have captured your user’s name (full name, first name, and/or last name), set the following channel attributes using the following key/value pairs, so that the user’s name is properly displayed in Live Chat Manager:

These attributes must be set before the chat conversation begins.

Profile Details

Custom attributes are usually used for segmenting and targeting your audience with new messages and content, but they can also be use to populate the contact’s profile in Live Chat Manager. With attributes, you can include any additional information that you want to display in Live Chat Manager within the contact’s profile details. Agents will be able to view these details when viewing a conversation, so they know exactly who they are chatting with and personalize the conversation accordingly.

Some examples of custom parameters:

  • key: dob, value: 2/25/1972
  • key: customer_lifetime, value: 2
  • key: state_province, value: Nebraska
  • key: city, value: Omaha
  • key: country_region, value: USA
  • key: loyalty, value: Blue Plus