Customer Profile

The customer profile in Platica is much more than a contact list. It's an integrated CRM that lets your team and the AI remember preferences, segment audiences, and automate sales actions.

Keeping this information up to date is the difference between a generic chat and a personalized experience.

Access the Profile

There are two quick ways to open a user's profile:

  1. From the Conversation: If you're chatting with someone, click directly on their name in the top header of the conversation.
  2. From the Global Search: Press Cmd + K (Mac) or Ctrl + K (Windows), type the customer's name, and pick them from the list.

Editing Basic Information

When you click "Edit contact" (top right corner), you unlock the core fields:

  • Contact details:

    • Name
    • Email
    • Address
    • Phone
    • First name
    • Last name
    • Gender
    • Date of birth
    • Address
    • Zip code
    • City
    • State
    • Country
    • Company

  • Owners: This feature is critical. If you assign an "Owner" (a specific human team member) to a contact, the system will prioritize having all future conversations from this customer handled by that same person, guaranteeing service continuity.

Tags

Tags don't just classify things visually — they trigger actions. You can configure the AI to apply tags automatically based on what the customer says.

How to create an AI tag

  1. Inside the contact editor, click "Add tag"

  2. Type the name of the new tag (e.g., "VIP Customer")

  3. Define an automatic application rule:
    Describe when the AI should apply this tag:

    Example: "Apply when the customer mentions they have a fleet of vehicles or that they own a business."

  4. Pick the application mode:

    Automatic: The AI will apply the tag whenever it detects the defined criteria.

    Manual: Only you and your team can apply it manually from the panel.

  5. (Optional) Assign owners:
    Select team users. When this tag is applied, the conversation will automatically be assigned to them.

  6. Save the tag. It's ready to use.

Custom Fields

Every business is unique. Custom fields let you adapt Platica's database to your operational reality.

Unlike "Notes," these are structured data that the AI can read, extract, and save automatically.

Examples by industry:

  • Restaurant: Allergies, Favorite Dish, Preferred Location.
  • Real Estate: Maximum Budget, Area of Interest, Number of Bedrooms.
  • Automotive: Car Model, Year, Last Service Date.

To set them up, just define:

  1. Field name.
  2. Data type (Text, Number, List, Date).
  3. Description: Instruct the AI on what to look for. Ex.: "Store here the maximum budget the customer explicitly mentions."

What is all this for?

The real value of editing contacts comes from segmentation and marketing:

  1. Targeted campaigns: If the AI automatically tags 100 people as Interested in Promos, you can filter that list and send them a mass WhatsApp campaign with a single click.
  2. Context for the Agent: When the AI responds, it consults these fields. If it knows the Favorite Dish is pizza, it can suggest pizza promos instead of burgers.
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