Using Customer 360 (Agent)
Overview
Customer 360 in the Insights panel provides agents with real-time access to customer information from integrated CRM systems during interactions in Agent Workspace.
Using Customer 360 involves:
First-time setup: Authorize Agent Workspace to access your CRM credentials (one-time task).
Daily usage: Search for customers, view contact details, create and edit records, and create activities during interactions.
Once you complete the first-time setup, Customer 360 automatically displays relevant customer information when you receive or initiate interactions.
Prerequisites
Category | Requirement |
|---|---|
Agent Workspace access | You must have access to Agent Workspace. If you cannot access Agent Workspace, contact your supervisor or administrator. |
CRM access enabled | Your administrator must have enabled you to access one or more CRM systems in User Admin. If you do not see any CRM systems in the Insights panel, contact your supervisor or administrator. |
CRM credentials | You must have valid login credentials (username and password) for each CRM system your administrator has enabled for you. If you do not have CRM credentials, contact your supervisor or CRM administrator. |
Browser and network | You must use a supported browser (Chrome, Edge Chromium, Firefox, or Safari) with cookies and WebSockets enabled. For detailed technical prerequisites, see Technical prerequisites. |
First-time setup required
Before using Customer 360, you must authorize Agent Workspace to access your CRM credentials. For instructions, see Setting up Customer 360 (Agent).
Category | Limitation |
|---|---|
CRM permissions | You can only view, create, and edit records based on your permissions within the CRM system. |
Multiple CRMs | If your administrator has enabled multiple CRM systems for you, you must select which CRM to use in the Insights panel. Automatic phone number search and record popping apply to the currently selected CRM only. |
Agent task pages
Page | Description | When to use |
|---|---|---|
Authorize Agent Workspace to access your CRM credentials. This is a one-time setup task required before you can use Customer 360. | First time only: Complete this setup the first time you access Agent Workspace or when your administrator enables a new CRM for you. | |
Search for customers, view and edit contact details, create activities, and view related records during interactions. | Every interaction: Use these instructions during your daily work to access customer information and update CRM records. | |
View AI-generated summaries and detailed interaction history for the last 30 interactions with the customer. | When you need context: Review engagement history before or during interactions to understand the customer's history and previous issues. |