Customers – CX Customer Interaction Profiles
Customers is the CX component that maintains Customer Interaction Profiles. Each Customer object is a complete interaction profile that:
Stores all channel identities (phone, email, web widget ID, social IDs, etc.)
Captures contact and experience preferences, including outbound contact preferences
Links all omnichannel interaction history to one profile
Acts as the integration interface to third‑party CRMs and ticketing systems
This profile is used across CX‑Core components (Channel Manager, Conversation Manager, Routing, AgentDesk, etc.) so the same person is recognized and treated consistently across all channels, including customers who only interact via web or mobile apps.
What a Customer Interaction Profile Contains
Each Customer object represents a single person or entity and acts as their Customer Interaction Profile.
1. Channel identities
Expertflow CX associates identities so that different contact points are recognized as the same customer. A single Customer object can hold:
Phone numbers (voice, SMS/WhatsApp, etc.)
Email addresses
Web and mobile widget identities (via the Customer Facing SDK)
Social media IDs and handles
Any other channel‑specific identifiers
Customers who only chat over the web are identified via their web widget or SDK identity, and can later be linked to other identifiers as they are collected.
Related: Customer Facing SDK for Omnichannel Communication
Customer Facing SDK for Omnichannel Communication
2. Preferences and attributes (extensible object)
The Customer object is schema‑driven and extensible. Administrators can add any key–value pair needed for business logic or integrations, for example:
Contact preferences (preferred channels, language, time windows, opt‑in/opt‑out)
Outbound contact preferences (see Outbound Contact Preferences below)
Segments, tiers, scores, and other business attributes (VIP, risk score, “shoe size”, renewal date, etc.)
Integration keys required by CRM or ticketing systems
Any attribute can be marked as PII (Personally Identifiable Information) to support appropriate security and compliance controls.
Configuration: Customer Schema
Customer Schema
3. Customer labels and segmentation
Customer labels categorize customers so that interactions can be handled based on value, risk, or lifecycle status. Examples:
VIP or premium customer
High‑priority debtor
Campaign or product segment
Labels can be:
Synchronized from CRM or other business applications, or
Managed directly within Expertflow CX by agents and supervisors.
Agents can assign or update labels while handling conversations.
Assign Labels to Customers
4. Unified interaction history
All interaction history – conversations and activities from every supported channel – is stored and linked to the Customer object. This gives agents, bots, and supervisors a 360° view of:
Recent and historical conversations
Related activities and events across channels
This unified history allows you to:
Personalize service without asking customers to repeat themselves
Enable smooth bot–agent and agent–agent handovers
Run analytics and journey reporting consistently on a single customer key
Strengthen data governance by centralizing access and retention around one profile
Agents can access this view directly in AgentDesk:
Accept a Conversation | View-Customer-Profile
Outbound contact preferences
Each Customer Interaction Profile holds outbound contact preferences used by Outbound Campaigns and event‑driven flows, such as:
Best time to call
Preferred agent roadmap (e.g., dedicated account manager)
Preferred channel (Voice, SMS, WhatsApp, etc.)
Preferred outbound channel identity (which number or address to use)
Outbound Campaigns and flows read these preferences to shape contact strategies and remain compliant with consent and DNC rules.
More on Outbound Campaigns:
Outbound Campaigns
Role in integrations: Interface to CRMs and ticketing systems
The Customers component is the integration surface between Expertflow CX and your customer data systems:
Stores the external keys and attributes required by CRMs, ticketing systems, and other business apps
Enables two‑way customer data sync, so:
CX can use CRM/ticketing data for routing, personalization, and analytics
External systems can receive accurate interaction context and history linked to the same customer
Integration is based on the CX‑Customer APIs contract. Any third‑party CRM or identity platform that wants to act as the maintainer of profiles must implement these APIs.
CX‑Customer APIs:
https://api.expertflow.com/#e864d6cf-81b0-4f55-8019-024e4bef2081
Customer identification process
For every new inbound or outbound interaction:
A CX component (for example, Channel Manager) calls Get Customer by Channel Identifier:
https://api.expertflow.com/#609ac01e-feba-4278-b1ce-eab92bb2e399The Customers service (or integrated identity provider) returns:
The resolved Customer Interaction Profile (Customer object), or
An anonymous record plus suggested matches when multiple candidates exist.
The conversation and activities are linked to that Customer object. Agents or Conversation Controller can re‑link the conversation to another customer later (for example, when an initially anonymous web visitor logs in or authenticates).
This flow applies consistently for voice, digital channels, and customers identified only through the web or mobile widget.
Security, privacy, and governance
As the maintainer of Customer Interaction Profiles, the Customers component participates in the overall CX platform security model:
Any attribute in the profile can be marked as PII
Access to profile attributes and interaction history is controlled through platform‑level least‑privilege access controls and MFA
Encryption, anomaly detection, and data‑retention policies are enforced at the platform level
For more on security and privacy for Interaction Profiles, see:
CX Customer Interaction Profile