---
updatedAt: 2026-08-05T05:58:25.000Z
agentTools:
  siteIndex: https://developer.rmlconnect.net/llms.txt
  projectIndex: https://developer.rmlconnect.net/route-mobile-project/llms.txt
---

# Customer Information

# Customer Information Header

<Image src="https://files.readme.io/a3e112fc3b3f586b517fdb1390afe14d20c2b6edac7dc159518a4f55d3468d7c-image.png" align="center" width="537px" />

**On the left side of the header, you'll see:**

* **Customer avatar** — A circular icon representing the customer
* **Customer name** — The name as registered in the system
* **Phone number** — The customer's contact number, displayed directly below the name
* **Department or product label** — If this conversation is associated with a specific product or department, that label appears here alongside the name. This information is also synced from the integrated CRM, where applicable.

## Viewing Customer Details

<Image src="https://files.readme.io/19fe46e29c45d863267b08b506a8cdbdc25c9d3f908f33c747a68825290e178f-image.png" align="center" width="537px" />

Clicking on the customer's name at the top of the conversation opens a detailed information panel on the right-hand side of your screen.

This panel displays customer information that has been pulled in through your organization's system — the fields you see here depend entirely on how your enterprise has configured the integration. For example:

* **E-commerce setup** might show order IDs, transaction history, and delivery dates
* **Ed-tech platform** might display course enrollments, batch details, or payment status
* **Healthcare setup** might show appointment details, patient ID, or consultation history

The fields are configured at the chat-flow level by your administrator and connected to your organization's CRM or backend system.

<Callout icon="📌" theme="default">
  ### The information displayed here is specific to your organization's setup — no two implementations look exactly the same.
</Callout>

## Filling In Details During a Conversation

In some cases, you may also see editable fields within this panel — such as order details or additional information fields. These are fields your organization has enabled for agents to fill in during a conversation.

Any information you enter here is mapped directly back to your organization's CRM — so what you fill in becomes part of the customer's record on your end.

<Callout icon="📌" theme="default">
  ### Not all agents will see editable fields — this depends on how your organization has configured the platform. If you're unsure which fields you should be filling in, check with your supervisor.
</Callout>