Responder profiles
A responder profile is the complete story of a single customer in one place. It brings together who they are, how they rate you over time, any alerts raised about them, and a timeline of every interaction — so you can understand a customer at a glance before you reach out.
Open a profile
Go to All Responders
From the Customers navigation, open Responders → All Responders to see your searchable list of customers.
Click a responder
Click any row to open that person's full profile. (Clicking an email or phone instead opens an aggregated profile that merges every record sharing that contact.)
Read the profile
The left side shows their identity; the right side shows metrics, alerts and a full activity timeline.
The identity card
On the left, the identity card collects everything you know about the customer: their name, when they joined, their internal ID (or IDs), email, phone, and any custom metadata fields you've attached — like a customer ID, plan or region.
Customer metrics
The right side leads with the customer's experience metrics, each shown with a current average, the number of responses behind it, and a trend sparkline so you can see the direction of travel.
- CSAT — satisfaction, with a toggle between a 1–10 and a 1–5 scale
- NPS — likelihood to recommend, on a 0–100 scale
- CES — effort, on a 1–7 scale
These metrics are powered by the same data you explore in Insights.
Latest alerts raised
Just below the metrics, you'll see any incidents raised about this customer from the Alerts product, with a quick status summary. An Alert History timeline lets you trace every alert this person has triggered over time.
Activity timeline
The activity timeline is the full record of what the customer has done. Use the tabs to focus:
- All Activity — feedback and outgoing messages together
- Feedback — survey responses only
- Messages — outgoing messages only
The timeline shows 10 items per page, with a refresh control to pull the latest. Click any row to open its full details.
Filter the whole profile at once
The date-range filter applies to the metrics, alerts and timeline together. Narrow it to a quarter or a campaign window to see exactly how a customer behaved during that period.