Conversation history across channels
What was said, on whichever channel it was said. A customer who wrote by email last month and messages today is one person, not two records.
CX360-One module
Customer 360 / CRM
Asking a customer to repeat what they told someone else last week is not a small annoyance. It tells them the organization does not keep track. This module is the answer to "who am I talking to" — available before the reply is written, not after.
One timeline, not five tabs
Ticket history, conversation history across every channel, and satisfaction scores sit in a single timeline. Not one view per channel, and not a profile page that has to be opened separately from the work — the context sits beside the reply box, where the decision is being made.
The distinction matters more than it sounds. Context three clicks away is context that gets skipped when the queue is long, which is exactly when skipping it costs the most.
What the profile holds
Ticket history
What was raised, how it was handled, and how it ended — including the requests that are still open somewhere else in the organization.
Satisfaction scores
CSAT collected after resolution, kept with the customer rather than only in a report. Someone who rated the last interaction poorly is worth knowing about before the next one starts.
Relationship and identity data
Who the customer is to the organization, so the person answering is not reconstructing that from the message in front of them.
Where the record comes from
Nothing here is typed in twice. The profile is assembled from what the other modules already record — conversations from Omnichannel Service, work from Ticketing & SLA, satisfaction from the surveys that follow resolution.
That is the practical argument for one platform over several: a customer record maintained as a separate exercise is a customer record that is always slightly wrong.
Where this module stops
This is customer context for service work: knowing who is in front of you and what has happened before. It is not a sales CRM, and it does not manage opportunities or a commercial pipeline.
Richer relationship, activity and opportunity management is on the platform roadmap as Expanded CRM. It is planned and not currently available, and the page above says so in the same words.
Related modules
Bring a returning customer
Book a review session
Pick someone who has contacted you three times.
A customer profile is easy to demonstrate on a clean example and hard on a real one. Bring a case with history across more than one channel and we will assemble it in the review session.