customer-360

Customer 360

Build a complete, unified view of any customer by aggregating their contact profile, conversation history, support topics, notes, and relevant knowledge base articles into a single structured summary.

Process

Step 1: Look Up the Contact

1. If the user provides an email address, use get_contact or list_contacts to find the exact contact
2. If the user provides a name, use list_contacts to search by name
3. If multiple contacts match, present the list and ask the user to confirm which one
4. If no contact is found, report it and offer to create one using /contact-onboard

Step 2: Fetch Conversation History

1. Use list_conversations filtered to the contact to retrieve all their conversations
2. Sort conversations by most recent first
3. For the most recent 5 conversations, use get_conversation to read the full message threads
4. For older conversations, include only the subject, status, date, and assigned agent

Step 3: Identify Topics and Patterns

1. Analyze the conversation threads to identify recurring topics (e.g., billing, setup, integrations, bugs)
2. Note the customer's communication style and preferences (formal/informal, preferred channel)
3. Identify any unresolved issues or pending follow-ups
4. Track sentiment trajectory — is the customer generally satisfied, neutral, or frustrated?

Step 4: Search Knowledge Base

1. Extract the top 3 topics from the customer's conversation history
2. Use search_knowledge for each topic to find relevant KB articles
3. Include articles that could help resolve open issues or anticipate future questions

Step 5: Present Unified View

Compile everything into the structured profile card format below.

Output Format

Customer 360: [Full Name]

---

Profile

• Email: [email]
• Phone: [phone or "Not provided"]
• Company: [company or "Not provided"]
• Tags: [list of tags]
• Created: [date first seen]
• Last active: [date of most recent conversation]