Customer 360 overview
Provisioned feature
The feature described on this page may not be enabled for all accounts. Access depends on your current license level or specific account configuration.
Overview
Customer 360 in the Insights panel delivers real-time, context-aware customer data from integrated customer relationship management (CRM) systems during interactions in Agent Workspace. When an agent receives or initiates an interaction, Customer 360 automatically displays relevant customer information, enabling agents to provide personalized service without switching between applications.
Key capabilities:
Search, view, create, and edit customer contacts across integrated CRM systems.
Automatically match and display customer records based on phone number or configured routing logic.
Create manual and automatic CRM activities (notes, tasks, calls, events) related to interactions.
Use Layout builder to control which CRM fields agents see during interactions.
No. | Element | Description |
|---|---|---|
1. | Insights panel | Currently displaying Customer 360 with contact information, related records from the configured CRM (Google), and Customer Engagement History. |
2. | Contact information | Displays the customer's CRM record details, including phone number, priority, creation date, subject, owner, and case status. Agents can edit the contact by clicking Edit or expand the layout to full size using the expand icon. |
3. | Related records | Shows related CRM objects (notes, tasks, calls, cases) associated with the customer.
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4. | Customer engagement history | Contains two sections:
Agents can expand individual interactions to view details, transcripts, and recordings. |
Prerequisites
Category | Requirement |
|---|---|
Feature provisioning |
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Agent Workspace |
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License |
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CRM integration (account-level) |
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CRM integration (agent-level) |
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Agent CRM credentials |
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Browser and system |
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First-time setup required
On first use, agents must authorize Agent Workspace to access their CRM credentials. For instructions, see Setting up Customer 360 (Agent).
Limitations
Category | Limitation |
|---|---|
CRM system support |
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CRM feature support varies |
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Multi-CRM behavior |
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Supported CRM systems
Capabilities may vary by CRM
Specific capabilities within each feature may vary depending on your CRM's API support.
For example, some CRMs support searching both contacts and notes, while others may only support contact search. Contact your CRM administrator or Vonage support if a specific capability is not available for your CRM.
Customer 360 features are available across all supported CRM systems:
Bullhorn
Clio
ConnectWise
Google
HubSpot
JobDiva
Microsoft 365 (Office)
Microsoft Dynamics 365
NetSuite
Salesforce
SugarCRM
Zendesk
Zoho CRM
Data Connector applet compatibility
Record popping requires the Data Connector applet in your interaction plan. For more information, see the Data Connector applet.
CRM activities are currently available only for the Zoho CRM.
How Customer 360 works
When an interaction arrives, or an agent initiates one, Customer 360 automatically retrieves customer information from integrated CRM systems:
Automatic matching: By default, Agent Workspace searches for contacts matching the customer's phone number. Administrators can configure channel-specific or additional matching criteria using the Data Connector applet (for example, email address for email channel interactions).
Automatic contact matching
If a contact record does not include a phone number in the CRM and no additional matching criteria are configured, automatic matching will not find that contact. Phone number format mismatches between the CRM and VCC can prevent accurate matching.
Record popping: When configured in the interaction plan, a Data Connector applet can identify or create a specific CRM record that automatically opens ("pops") in the Insights panel when the agent accepts the interaction. Record popping overrides the automatic phone number search.
Manual override: Agents can search for and open a different contact at any time. When the interaction ends, it is linked to whichever contact is currently open in Customer 360.
Customer 360 capabilities
Record popping
Customer 360 automatically opens the matching customer record when agents accept interactions. Administrators can further configure interaction plans to control which specific record opens, overriding automatic matching.
For more information, see Configuring record popping.
Contact management
Agents can search for, view, create, and edit customer contact records directly within Agent Workspace. Customer 360 automatically searches for contacts when interactions arrive, or agents can manually search by name, email, or phone number.
For detailed instructions, see Managing contacts and activities.
Related records
Agents can view notes, tasks, cases, and other CRM objects associated with the customer. Records are organized as "new" (created during the current interaction; the label applies for the duration of that interaction only) or "suggested" (from previous interactions). Agents can link or unlink suggested records as needed.
For more information, see Managing contacts and activities.
CRM Activities
Zoho CRM only
CRM Activities are currently available only for the Zoho CRM.
CRM Activities displays CRM objects associated with the customer (such as cases, tasks, and notes) in the Customer 360 section. Administrators can configure which objects are available and set default filters to control which records agents see. Agents can switch between object types and adjust filters as needed.
For information about configuring filtering, see Configuring Customer 360.
Customer engagement history
Provisioned feature
This feature is not enabled for all accounts. Access depends on your current license level or specific account configuration.
View the last 30 interactions with the customer, including interaction type, time, agent notes, disposition codes, transcripts (available for voice, email, and WhatsApp interactions), and recordings (available for voice interactions only).
For detailed information, see Customer engagement history.
Activity management
Agents can manually create CRM activities (notes, tasks, calls, events) related to interactions during or after customer conversations.
For information about creating activities, see Managing contacts and activities.
Layout builder
The layout builder allows administrators to control which CRM fields agents see when viewing or creating records in Customer 360. Administrators can reorder fields, exclude unnecessary fields, and hide less-critical fields to reduce visual clutter and streamline the agent interface.
Available across all supported CRM systems.
For information about configuring layouts, see Configuring layouts.
For information about automation rules, see Configuring agent automation roles.
For information about using layouts as an agent, see Managing contacts and activities.
Automatic activity creation
Administrators can configure automation rules that automatically create CRM activities when specific conditions are met (such as call duration or interaction type). Activities are created when agents enter wrap state after ending or parking interactions. Automatically created activities can include clickable URLs linking directly to voice recordings, chat transcripts, and email threads in Conversation Analyzer, allowing instant access to the complete conversation history.
Available across all supported CRM systems.
For information about configuring automation, see Configuring agent automation roles.
Multi-CRM support
If your account is integrated with multiple CRM systems, agents can switch between CRMs during interactions using the CRM selector in the Insights panel. Automatic matching and record popping apply to the currently selected CRM only.