Every conversation tells a story. Keep the whole story.
One record per person, built from every channel they have used, every order they have placed and everything your own product knows about them — open before you type the first word.
- Builds itself
- Custom attributes
- Export or delete per contact
It builds itself while you work.
Nobody has time to maintain a customer database by hand, so Chatdrill does not ask you to. Every message, order, ticket and page view attaches itself to the right person as it happens.
Emma Hart
emma@northwind.co · +44 •••• 4417 · English
Record
Custom attributes
Six questions answered before you say hello.
These are the things an agent would otherwise ask, or guess, or discover two messages too late.
Have we spoken before?
Every previous conversation, on every channel, with the outcome of each one. You never open with a question they have already answered twice.
Are they already a customer?
Orders, plan, seats and lifetime value sit on the record, pulled from your store or your own application. A first-time browser and a seventeen-order regular get different opening lines.
Is anything currently broken for them?
Open tickets and their status appear on the profile. Walking into a chat without knowing there is an unresolved refund is how a small problem becomes a public one.
What did they just do?
The activity timeline shows the pages they read, the events your app sent and the actions they took in the last few minutes — which is usually why they are messaging.
What has a colleague already tried?
Internal notes are attached to the person, not just to one conversation. What was promised, what was refunded and what to avoid mentioning stays with the record.
How should we talk to them?
Language, timezone, preferred channel and tags you set yourself. Small things, but they are the difference between a reply that fits and a reply that is merely correct.
// Once the user signs in
chatdrill("identify", {
userId: "usr_8241",
email: "emma@northwind.co",
name: "Emma Hart",
company: "Northwind Supply"
});
// Anything else your product knows
chatdrill("set", {
plan: "growth",
seats: 24,
renewal_date: "2026-11-01",
lifetime_orders: 17
});Your product knows things the inbox should know too.
Two lines of JavaScript, or one API call from your backend, and the profile carries whatever matters in your business — plan, seats, renewal date, warehouse, account manager, anything.
- Any key, any value. Strings, numbers, dates and booleans, with the names you already use internally.
- Usable everywhere — in filters, segments, routing rules, automations and reports.
- Server-side too. Update attributes from your backend through the API when the browser is not involved.
- Identity that survives — an anonymous visitor's history is kept and attached to the profile the moment they identify themselves.
Groups that update without anybody maintaining them.
A segment is a set of conditions, not a list somebody exported in March. People join and leave it as their behaviour changes, and everything downstream follows.
- Build from anything on the record — attributes, tags, orders, behaviour, CSAT, last seen.
- Route conversations by segment so enterprise evaluators never wait behind a password reset.
- Report by segment and find out whether your best customers get your best service.
The same customer, in both systems.
Support should not have to ask sales who owns an account, and sales should not have to ask support why somebody is unhappy. Contacts and conversation summaries sync in both directions.
HubSpotSalesforcePipedriveZoho- Create or update the CRM contact when a new person starts a conversation.
- Log conversations as activities, so the account history is complete without anyone copying and pasting.
- Bring deal stage and owner back into the profile, where the person answering the chat can see them.
Keeping the whole story means being able to hand it back.
If you hold a complete record of someone, you need to be able to show it to them and delete it on request — from the profile itself, in under a minute, without emailing us.
Export everything about one person
A single file containing the profile, custom attributes, tags, notes, tickets and every message on every channel. Ready to hand over when somebody asks what you hold.
Delete a contact for good
Deleting a profile removes the conversations, attachments and attributes attached to it across all channels. It is permanent, and the confirmation says so.
Anonymise instead of deleting
Strip the person out of the record while keeping the conversation for reporting and training. The numbers survive; the identity does not.
Permissions decide who sees what
Restrict profiles, notes and attributes by role, so a contractor working the weekend queue does not get the whole customer database.
Changes are recorded
Edits, merges, deletions and exports are logged with who did them and when — so a missing note has an answer rather than a theory.
A processor agreement you can read
Our data processing terms are published in plain language, including what we store, where it is processed and what happens when you leave.
Everything else a profile holds.
Merge duplicates
One person, three email addresses and a WhatsApp number become one record, with the history combined.
Segments
Save a set of conditions as a living list that updates itself, then use it to route, filter and report.
How the record actually works.
By matching on email address and phone number, and by the identify() call from your own application when someone signs in. Where there is no match, the records stay separate rather than being guessed at — and you can merge them by hand in one click.
Yes. Any field can be edited, and duplicate profiles can be merged, which combines conversations, tickets, notes and attributes onto one record. Merges are logged, and the resulting profile keeps the earliest first-seen date.
From your store integration, from your CRM, or from your own application through the SDK and API. Chatdrill does not invent commercial data — everything on the profile arrived from a system you connected.
Never. Notes are a separate message type that only your team can see, in the inbox and on the profile. They are included in a data export if the contact requests one, so write them as if the person will read them one day.
Yes. Deleting a contact removes the profile and every conversation, attachment and attribute attached to it. Export first if you need a record, because the deletion is not reversible and the confirmation dialogue makes that clear.
A tag is a label you apply by hand or by rule — “VIP”, “shipping issue”, “needs follow-up”. A custom attribute is a value your systems own — plan, seats, renewal date, lifetime orders. Both can be used in segments and automation rules.
Stop asking customers to explain themselves twice.
One record per person, built automatically from every channel you answer on.
No credit card required.