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.
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Edit a Customer Profile
To edit the most commonly used profile fields, click the customer's name from a conversation or click Customers in the top menu, find the customer, and click on their name. 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. Changes made in the profile editor are saved automatically.
To add or make edits to website information or to start a new conversation, click Edit full profile. To add multiple lines of information to the Notes field, press Shift+Enter to create a new line.
Help Scout and FullContact
You've probably noticed that we automatically sync in some data about your customer, like their websites, a profile picture, Twitter bio, and more. Help Scout integrates with a third-party service called FullContact, which crawls the web to pull in publicly available information, including images. If the profile data is not accurate, you can direct the customer to the FullContact Privacy Center to claim and edit their FullContact profile.
There is some housekeeping that you can do within Help Scout, such as removing their image by clicking on the trash can icon when you hover on their photo. You're also able to overwrite certain data, like their website and social media profile URLs, as well as inputting a new address to replace the incorrect one.
If you'd prefer not to have any data synced from FullContact to Help Scout, have the Account Owner or an Administrator head to Manage > Company Settings > Edit Company, and toggle the "Enrich Customer Data" off. This will not remove any previously-synced data, but it will prevent any new data from being pulled from FullContact.