Customer 360: everything you know about a customer, on one screen
The customer panel collects identity, history, billing, and CRM context next to the conversation, so you don't have to tab-hunt while answering.
Most support tools force you to pivot between tabs to learn anything about the person you're helping. Ochre's Customer 360 panel lives next to every conversation and pulls together the things you actually need: who the customer is, what they pay you, where they sit in your funnel, and what they've asked before.
What's on the panel
Open any conversation and the right rail shows a single profile card stitched together from a few sources.
Identity
At the top: name, email, profile picture, and the channel they wrote in from. If the customer has reached out from more than one address, those are listed as aliases under the primary one. Click any alias and you'll see the full conversation list across every channel they've used.
Conversation history
Below identity, every prior conversation with this customer, oldest to newest. Each row shows the subject, last message, status, assignee, and the channel. Click a row to jump to that conversation in a side sheet without losing your place.
If you migrated from another helpdesk, the original ticket numbers are preserved as aliases. A customer who refers to "ticket #48201" from your old Zendesk will still match. See conversation-aliases for how that mapping works.
Custom fields
Any per-org field you've defined (plan tier, account manager, region, internal account ID) shows up in its own block. Inline-edit anything, and the change is logged. Read custom-fields for how to set those up.
Integration context blocks
Each connected integration adds its own block. With Stripe connected, you'll see MRR, plan name, lifetime value, and current payment status. With HubSpot connected, you'll see lifecycle stage, lead status, job title, company, industry, and the customer's top open deals. More on each in stripe-context and hubspot-context.
Why it's stitched, not synced
Ochre doesn't try to own the source of truth for billing or CRM. Stripe and HubSpot remain authoritative. Customer 360 reads from them at conversation time and caches what's needed to render the panel quickly. When MRR changes in Stripe, you'll see the new number on the next refresh, no manual sync.
This matters for two reasons. First, your AI agent gets the same context and can write replies that say "your Pro plan renews in 4 days" without you priming it. Second, you don't get drift between Ochre and the real system; if a number looks wrong, the fix is in the source.
Editing customer data
Some fields are owned by Ochre (name, email, custom fields). Others are read-only mirrors of integration data. The panel makes the difference clear: editable fields show a pencil on hover, mirrored fields show a small integration logo and a link to open the record in Stripe or HubSpot.
Editing the email address merges that customer with any matching record. Ochre will warn before the merge so you don't accidentally collapse two people. See customer-merge for the merge flow.
Searching from the panel
The customer's name is a link. Click it to open their full profile, where you can see every conversation, every internal note, and every audit event. From there you can also pivot to a search of similar customers, e.g. everyone on the same plan, or everyone with a given custom field value. customer-search covers the operators.
Customers vs teammates
A note on terminology: the people writing in to you are end users, the people answering are users. They live in different places and have different rules. Read end-user-vs-user so you don't get them confused when granting permissions.
Common workflows
A few things teams use the panel for daily.
- Triaging by plan. Filter the inbox by plan tier and answer Pro accounts first.
- Catching churn risk. A canceled subscription badge in the Stripe block tells you to escalate before replying.
- Closing the loop with sales. The HubSpot deals block lets you ping the AE before refunding a paying prospect.
Customer 360 is one panel, but it's the thing your team will look at more than any other. Configure it once, then forget it's even there.
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