The right side of the Conversation Page provides key information about the customer you are interacting with.

Channel-specific information

Here you will see their photo (if available, on the channel where they sent their message) and their name or nickname. You can edit this nickname, for your internal Alcmeon use, which is especially helpful when customers are anonymous on channels like Apple Messages.

The “VIP” toggle lets you mark a customer as a priority. This means that all their future messages will appear at the top of your inbox, for all teams. This feature is typically used for customers with significant social media influence, those with a special status at your company, or those experiencing critical issues that need immediate resolution. VIP status is permanent and will apply to all future conversations with this customer.

You will see a reminder of the channel and account name of the messaging platform or social network  on the customer is using to contact you.

Action buttons on the profile

Depending on the channel, you'll see action buttons on the customer's profile, allowing you to perform moderation actions. For example, you might see a “Ban” button for Facebook profiles.

The “View profile” button opens a window with additional customer information, provided if your CRM is integrated with Alcmeon.

To export the conversation you are currently working on, click the “Export current conversation” button. This will download an Excel file containing the text content of the messages.

Enrich profile data

You can enhance customer profiles with additional information using Custom Fields: For exemple, when a customer provides their email address in your bot, you can store it in a custom field that choose to display it directly on the Conversation Page. Advisors can also manually enter details like “Name”, “Email”, “Case Number”, or “Loyalty Card Number” into custom fields during the conversation with the customer.

Alcmeon also offers connectors to enrich this data from your CRM or any other information system. You can configure connectors for platforms like Salesforce or Zendesk. If you use another system you can leverage Alcmeon's APIs to connect it and display its data on the Conversation Page.