On every new chat, a customer profile is created. This customer profile can include information such as Name, Email, and contact information. The profile is created by collecting data from the customer using pre-chat survey - https://docs.livecaller.io/livecaller/management-console/widget-managemant/pre-chat-survey . This information can then be used to personalize the customer service experience, and to improve the overall customer engagement. Additionally, this information can be used to develop targeted marketing campaigns and to improve the customer experience.