What a customer record holds
Every conversation belongs to a customer record with their channel identity, the details they chose to share, their lead stage, notes, tags, next actions, and their bookings and orders. The Agent captures details a customer shares; it does not look anything up about a person elsewhere.
Channels stay separate
The same person on WhatsApp and on Instagram is two customer records today. AGENEON does not merge identities on its own, because merging the wrong two would show one customer another's history.
Verified against the product at PLC-7