Edit and manage customer profiles


Profiles in Help Scout are built automatically when a customer emails your support address for the first time. We'll also create a profile when you compose a new conversation on behalf of the customer. This article talks about editing and updating profile information.

In this article

Edit a customer profile

You can modify customer profiles by clicking on the the customer name located in the sidebar. The Notes field is a good place to add general notes, as those notes show up in the sidebar when you're working on a conversation. Don't forget to save your changes.

Help Scout and FullContact

You've probably noticed that some of the profile attributes are not editable, like the picture. We pull in publicly available information, such as the picture and social media profiles, from a third-party service called FullContact. If you feel like profile data is a bit off, or information is clearly not accurate, you can direct the customer to this page to claim and edit their FullContact profile.

It's also worth mentioning that the customer can disable their FullContact profile as well. If you start seeing funky or bad information attached to a customer profile, just let us know. We can disable the integration upon request.

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