Protodesk
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Know the customer behind the message.

See customer details and previous conversations in the support workspace.

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7-day Pro trial · No credit card required

Customer context

Recognize a returning customer

  1. 1
    Open the profile

    Review the customer’s contact details alongside the current request.

  2. 2
    Read earlier conversations

    Look at conversation history for the context behind the new message.

  3. 3
    Follow up thoughtfully

    Use what is already known to choose the next question or response.

An example workflow in Protodesk

Context that travels with the conversation

Open a customer record to review their details and conversation history. Keep the relationship connected to the Threads your team handles, so a returning customer does not look like a completely new request. Use that context when deciding what to ask next or how to follow up.

  • Customer profiles and contact details
  • Conversation history
  • Customer context across supported channels

Recognize a returning customer

Someone contacts support again about an earlier issue. Their customer record helps the next teammate understand the relationship before replying.

  1. 1

    Open the profile

    Review the customer’s contact details alongside the current request.

  2. 2

    Read earlier conversations

    Look at conversation history for the context behind the new message.

  3. 3

    Follow up thoughtfully

    Use what is already known to choose the next question or response.

A conversation is part of a relationship

Customer context helps your team avoid treating every request as a first contact. Keep the current question in focus while using earlier conversations to understand what led to it.

Keep the work connected.

Bring the next part of your support workflow into the same workspace.

Multichannel inbox

Every conversation, in one place.

Teams

Clear ownership for every handoff.

Tasks

Keep the follow-up moving.

Frequently asked questions

See all FAQs
Open a customer record to review their details and conversation history. Keep the relationship connected to the Threads your team handles, so a returning customer does not look like a completely new request. Use that context when deciding what to ask next or how to follow up.
Customer context helps your team avoid treating every request as a first contact. Keep the current question in focus while using earlier conversations to understand what led to it.
Every new workspace starts on a 7-day Pro trial with all Pro features enabled, including AI triage, reply drafts, auto-resolve workflows, and 300 AI credits. You do not need a credit card to start. The trial is meant to let your team connect an inbox, test real support conversations, and understand how AI customer support automation fits your workflow before paying.

Try Customer context with your team

Start a 7-day Pro trial. Connect a channel, invite a teammate, and try it with your support workflow. No credit card required.

Start for freeView all features