Unified Profiles is currently available as a Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a SLA.
Unified Profiles is not a HIPAA Eligible Service or PCI compliant and should not be used in workflows that are subject to HIPAA or PCI.
Use this page for Unified Profiles information that's Flex-specific, or refer to the Unified Profiles docs for a more comprehensive guide.
Flex customer history allows you to use customer history data and interaction events for additional customer context.
After connecting a source to Unified Profiles, your Flex interaction events are available. You can then use the steps below to update your Studio Flows and enable customer history.
Customer history orders events by Segment's timestamp property. Visit Segment's docs to learn more about the timestamp property.
If you're using Flex UI 2.7.x or earlier, you'll need to update your Studio Flows so Flex can search for profiles.
Click Update Studio Flows to add the Search for a Profile widget to your Studio Flows. This allows you to use the contact information from customer interactions. If you've already set up the Search for a Profile widget, click I've done this.
Enable the customer history UI component by clicking Enable customer history.
The customer history component displays selected customer events to your agents in Flex. This includes interactions with your contact center, registration on your website, and recent orders. By default, customer history includes Flex interaction activity from Unified Profiles.
After you enable this component, you can configure customer history to display events that are most relevant to your business use cases.