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Use Browse → Customers to find a customer profile and open the conversations linked to it. Customer records belong to the currently selected workspace.

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Find a customer

  1. Confirm the workspace in the switcher.
  2. Open Browse → Customers.
  3. Search by the customer’s name or email address.
  4. Select the matching row to open the profile.
Check the contact details, not only the display name. Two people can share a name, and an anonymous website visitor may not have provided an email address. The directory displays a limited set of results. Narrow the search if the customer is not visible; do not treat the visible rows as a full customer export.

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Read the profile

Review Properties for available contact and company information, and Tags for existing labels. A missing value means that field is not available in the displayed profile; it does not verify or disprove anything about the person. An unverified email label means you should not treat that address as proof of identity. Follow your team’s verification process before disclosing account-specific information or making a sensitive change.

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Open earlier conversations

The profile’s Tickets section lists linked conversations. Select one to open it in Threads and read the relevant context before replying. The profile currently shows up to 50 linked conversations. Its visible list is not a complete historical export. A record with no listed tickets is not necessarily an error—for example, a visitor profile can exist before a conversation begins.

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If the history looks incomplete

  • Confirm you are in the right workspace and on the correct profile.
  • Try the customer’s other known email address in the directory.
  • Check for separate or duplicate profiles; matching names alone do not establish that they should be merged.
  • Ask an administrator to investigate identity or merge questions rather than creating another record to recover missing history.
Reading a profile does not contact the customer. Sending a reply is a separate action in Threads. For handling a conversation after opening it, see Work with customer conversations.