How Profiling questions work in the live chat software

In this article, we show you how the profiling questions look like in your live chat to the leads

In this article, we showed you how to create and publish the profiling questions in the live chat. This time we show you how the questions set up in your account appear in the live chat on the side of your potential customers.

Important: We strongly advise you to set up these types of questions in the live chat to profile your leads, this way at the time you receive their message, you will have basic information about a person on the other side of the screen such as their company role, how many employees they have and any other relevant questions to your service.

How do the profiling questions appear in the live chat after I set them up?
The profiling questions appear in the live chat only after your potential customer sends the first message and if you require a lead to leave an email address in the chat, the questions will pop up after they send a message and enter the email address.

Watch the video below to see how the profiling questions appear in the live chat.


The profiling questions are useful in customer service, sales and marketing automation.

Besides knowing who you talk to, you can later on filter your audience based on the answers given in the live chat. These answers are stored in your Customerly account as properties which you can see:

  • In the inbox section on the side of lead details

  • Or on the contacts page.

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