360 View

360 View is the customer database of Flametree. It collects every person your AI agents and human operators have talked to — across all channels and campaigns — into one searchable list, with one master record per customer.

Use 360 View when you need to:

• Investigate a customer case, complaint, or follow-up request.
• Check what an AI agent or an operator said to a specific customer.
• Build a filtered customer list, save it as a reusable filter, or download it.
• Reach out to a customer directly on WhatsApp, email, or Telegram.
• Take over an active conversation as a human operator.

Where customers come from

Customer records are created automatically. A customer appears in 360 View when:

• They are uploaded as a contact to a campaign.
• They start a conversation with your agent in any connected channel — web widget, WhatsApp, Telegram, email, voice, and so on.

Records are enriched during conversations: when an agent learns the customer's name, email, or phone, the value is saved to the customer record and reused in all later sessions.

note

Inbound conversations that are not linked to any campaign are grouped under a virtual campaign called Customer Service. You will meet it throughout 360 View.

Find your way around

Open 360 View in the left menu. The screen is built around the customer table:

Element	What it does
Customer table	One row per customer. Columns are configurable. Double-click a row to open the customer profile.
Quick filters	Search inputs under each column header.
Advanced filters	Collapsible panel on the right for multi-condition filters with AND/OR logic and saved filters.
Add contact	Creates a customer record manually.
Download contacts	Exports the current filtered list as a file.
Fields settings	Manages which customer fields exist and which columns are visible.

The counter next to the 360 View title shows how many customers match the current filters.

Before you start

• You are signed in to the portal. What you can see and do in 360 View depends on your role.
• The list has data only after at least one agent has had conversations or contacts have been uploaded to a campaign.

Search for customers

By default you can filter by these customer fields: Name, Phone, Email, WhatsApp, Telegram, Telegram ID, Product, Language, Company, Job Title, Company Site, LinkedIN, Age, Gender — plus any custom fields defined in Fields settings.

Use quick filters

1. Type a value into the filter input under a column header. Text fields match partial values; date fields open a date-range picker.
2. Press Enter. The counter in the header updates to the number of matches.

tip

Hover over a quick-filter input to open a small popover with a Not empty checkbox. Select it to show only customers that have a value in that field.

Build an advanced filter with AND and OR

Click Advanced filters on the right edge of the screen to expand the panel. While the panel contains at least one condition, the quick filters under the column headers are hidden.

Conditions are organized into groups:

• Conditions inside one group must all match — they are joined with AND.
• Separate groups are alternatives — they are joined with OR.

To build a filter:

1. Click the dashed + button to add a condition. A field picker opens — use Search in contact properties to find the field, then click it.
2. Pick an operation and enter a value. Available operations depend on the field type:
   • Text: EQUAL, NOT_EQUAL, IN, NOT_IN, CONTAINS (default), NOT_CONTAINS
   • Number: the text operations plus MORE_THAN, LESS_THAN, MORE_THAN_OR_EQUAL, LESS_THAN_OR_EQUAL, BETWEEN
   • Date: MORE_THAN, LESS_THAN, BETWEEN (default)
3. To add an AND condition, click the + button inside the same group. To add an OR alternative, click the + button below the last group.
4. Click Apply.

Each condition except dates also offers a Not empty checkbox. Use the copy icon on a group to duplicate it, the delete icon to remove it, and Clear all to reset every value.

The table shows only matching customers. Page through results with the pager at the bottom (50 or 100 rows per page).

Save and reuse filters

1. Build a filter and click Save.
2. Enter a name and confirm.
3. To reuse it later, click Saved Filters at the top of the panel and select the filter by name.

With a saved filter selected, the ⋮ menu offers Rename, Duplicate, and Delete. Discard drops your unsaved changes and restores the stored conditions.

note

360 View has no separate "Segments" element. To build a reusable customer segment, save an advanced filter — or download the matching customers with Download contacts.

Configure list columns

The columns of the customer table — and the fields shown in every customer profile — are defined in Fields settings. You can hide columns, reorder them, and add custom fields for data that matters to your business.

Click Fields settings in the top-right corner of the customer list. The window lists every field:

Column	Meaning
Field Title	The label shown as the column header and in the customer profile.
Field Name	The technical name. Cannot be changed after the field is created.
Description	What the field stores. AI agents can use this description when filling the field during conversations.
Field Type	String, Number, or Datetime. Controls which filter operations are available.
Visible	Whether the column appears in the table and the profile.

System (built-in) fields can be reordered and hidden but not deleted. Custom fields can be edited and deleted.

Add a custom field

1. Click Add field.
2. Fill in Field Title, Field Name, Description (optional), and Field Type.
3. Click the check icon in the row to confirm, then click Save.

Reorder and hide columns

1. Drag a row up or down to change the column order.
2. Switch Visible off for columns you do not need.
3. Click Save.

The customer table immediately shows the new column set and order. Hidden fields disappear from the table and from customer profiles, but their data is kept.

Open a customer profile

1. Find the customer with quick or advanced filters.
2. Double-click the customer's row. A single click only highlights the row.

The profile opens on the Summary tab, with the customer's name in the header and two tabs:

• Summary — contact details, campaign participation, and products.
• Communications — the full conversation history.

The header also contains the Start conversation button (disabled when the customer has no reachable channel) and a back arrow that returns you to the customer list with your filters preserved. The URL contains the customer ID, so you can share the link with teammates who have portal access.

Read customer information

The Summary tab shows three cards.

Contact info

The left card lists the customer's fields — only fields with values are shown. Values come from campaign uploads and are enriched automatically during conversations.

• Click Edit to correct field values manually.
• If your role allows it, click Delete to remove the record. The confirmation shows how many sessions and communications are linked to the contact. Deleting is permanent.

Campaigns Summary

The middle card lists each campaign the customer took part in. Expand a campaign to see:

• A short text summary of the customer's interaction in this campaign.
• Status: the customer's progress in the campaign — for example pending, active, or completed.
• Stage: the campaign stage the customer is currently in.
• Loaded: when the customer was added to the campaign.
• Last communication: date and time of the most recent message.
• Channel icons and a communications counter. Click the counter to jump straight to this campaign's chat on the Communications tab.

Each campaign keeps its own data for the customer — values are not merged across campaigns. The same person uploaded to two campaigns is one customer record, but their per-campaign status, stage, and results stay separate.

Products

The right card shows products linked to the customer through campaigns. Expand a product to see its attributes and the campaign it came from. If your tenant is connected to an external product system, Get products fetches the customer's current products on demand.

Session parameters and conversation results are recorded per conversation, not on the Summary tab — you read them in the Details panel of the Communications tab (see Open session details).

Review communications and sessions

The Communications tab shows every conversation with the customer — across all channels and campaigns — as one continuous, scrollable chat.

Panel	Content
Left — campaign list	All campaigns the customer interacted with. The selected campaign is highlighted.
Middle — chat	All communications of the selected campaign merged into one chat: messenger texts, emails, web-widget messages, and call transcripts.
Right — Details	Information about the communication currently in view: agent, channel, summary, parameters, and results.

A communication is one conversation episode in one channel. Behind it is a session — the underlying record with logs, parameters, results, and status. 360 View has no separate sessions list: you review a customer's sessions here, on the Communications tab.

Filter the campaign list

Use the tabs above the campaign list:

• All — every campaign.
• Campaigns — outbound campaigns you created.
• Other — inbound activity that is not tied to a campaign, including the virtual Customer Service campaign.

Read the chat

1. Select a campaign on the left. The chat loads with the latest communication at the bottom.
2. Scroll up to load earlier communications. Grey dividers with timestamps separate individual communications.
3. As you scroll, the Details panel on the right updates to match the communication on screen. A pulsing dot next to the agent name means the conversation is still active.

Search inside the chat

1. Type a word or phrase into Search in chat above the chat.
2. Matches are highlighted. Use the arrows next to the field to jump between matches — the chat scrolls to each one automatically.

Open session details

The Details panel gives you the structured facts of the conversation in view:

• Header card — the agent's name, the customer's phone or email used in this channel, and the channel icon. A pulsing dot marks an active conversation.
• Summary: — a short description of what the conversation was about and how it ended.
• Responsible: — who handled the conversation: the AI agent or a named human operator.
• PARAMETERS — technical values at session start, such as the date, language, or campaign stage. Shown for this session only. Empty state: No parameters found.
• RESULTS — the conversation result fields collected during the session. Fields appear only if they are defined in the agent's configuration and were filled during the dialog. Empty state: No results found.

To open the full session record, click Go to session in the Details header. The session opens on the Sessions screen in a new browser tab — with raw logs, audio for voice calls, and session-level actions — and your place in 360 View is preserved. See Sessions.

The X icon in the Details header hides the panel and widens the chat.

Start a new outbound conversation

You can reach out to a customer directly from their profile — on WhatsApp, email, or Telegram — without creating a campaign. The conversation starts in Copilot mode: you control every message while the AI assists.

For a channel to be offered:

• The channel is connected and running in Settings > Channels, and at least one agent attached to it is running.
• The customer is reachable in that channel:
  • WhatsApp — the customer has a phone or WhatsApp number on record.
  • Email — the customer has an email address from earlier communications.
  • Telegram — the customer has previously messaged your Telegram agent. Telegram does not allow a bot to message a user first.

To start the conversation:

1. Open the customer profile and click Start conversation in the top-right corner.
2. In Select channel, pick the channel. Channels are grouped by type, and only running channels with running agents are listed; turn on Show unavailable to see the rest (disabled entries say No running agents).
3. If several agents can use the channel, choose the Agent.
4. Click Next.
5. Compose the first message — the step depends on the channel:
   • WhatsApp — choose a pre-approved Meta template in Select template and fill in any template variables. The preview shows the template text. You cannot send free-form text as the first WhatsApp message.
   • Email — enter the subject (required) and write the message in the rich-text editor under Your message.
   • Telegram — type the opening message under Your message.
6. Click Start.

Flametree creates a new session in Copilot mode, sends your message (or template), and opens the conversation in Human Agents in a new browser tab, where you continue the dialog.

WhatsApp constraints

WhatsApp allows business-initiated messages only through approved templates. If you sent a template within the last 24 hours and the customer has not replied, you cannot send another one — the portal shows "You submitted WhatsApp template less than 24 hours ago. Please wait before resubmitting." and opens the existing conversation instead. If the customer already has an active WhatsApp session with the selected agent, the portal also opens that conversation instead of starting a new one.

Take over an active conversation

When an ongoing conversation needs a human — a complaint, a stuck dialog, a VIP customer — you can join it as an operator.

1. Open the customer profile and switch to the Communications tab.
2. Scroll the chat to the active conversation — active conversations show a pulsing dot next to the agent name in the Details panel.
3. In the Details header, click Continue in Human Agent.

What happens:

• The session switches to Copilot mode: the AI agent stops answering on its own and instead suggests replies that you can edit and send.
• If the conversation has no operator yet, you are assigned as its operator. If an operator already handles it, the button opens the conversation without reassigning it.
• The portal shows "Continue communication at Human Agents tab" and opens the conversation in Human Agents in a new browser tab.

The customer keeps writing in the same channel and notices nothing except, possibly, a change in the tone of replies. The full history stays in the session log, including the moment control changed hands.

For finished conversations the button is disabled — use Start a new outbound conversation instead.

Common issues

• A customer can't be found. Records exist only for customers who were uploaded to a campaign or talked to an agent. Try another field — for example, phone instead of name — and check the spelling.
• Apply is disabled in Advanced filters. Add at least one condition with a field selected.
• Nothing happens when you click a customer row. Use a double-click; a single click only highlights the row.
• A profile shows few fields. Only fields with values appear, and hidden fields are controlled in Fields settings.
• A conversation seems missing. Check the Other tab of the campaign list — inbound sessions outside campaigns live under Customer Service.
• The chat shows "No data". The selected campaign has contacts loaded, but no communications have happened yet.
• RESULTS is empty in the Details panel. The agent has no conversation result fields configured, or the conversation ended before they were filled. See Simple mode for configuring conversation results.
• Start conversation is greyed out. The customer record has no reachable communication channel.
• A channel is missing in Select channel. Connect and start it in Settings > Channels, and make sure an agent attached to it is running.
• Continue in Human Agent is disabled. The conversation is finished. Use Start conversation to begin a new one.

Related pages

• Sessions — full session records: logs, statuses, and audio
• Human Agents — the workspace where outbound and taken-over conversations continue
• Settings > Channels — connect and run WhatsApp, email, and Telegram channels
• Simple mode — configure the conversation results agents collect
• Campaigns — outbound campaigns that load contacts into 360 View