Skip to main content
Every conversation shows what Baza knows about the customer:
  • Their contact details
  • The channel they wrote from
  • Roughly where they are
  • How they found you
  • Their earlier conversations
On a wide screen, the details sit beside the conversation. On a smaller screen, open them from the top of the conversation. You can also open a customer from the Customers page.

​
Identity

Identity tells you how sure you can be that the customer is who they say they are. Anyone can type a name or email into a chat, so that is only what the customer says. A WhatsApp number is checked by WhatsApp itself, so those customers are Verified. A customer’s identity only goes up, never down. Once they’re identified or verified, a later message with less information doesn’t change it.
Check the identity before you share anything private. An Identified customer could be anyone who typed those details.

​
Satisfaction

When a conversation is resolved, the AI gives it a score from 1 to 5 for how happy the customer seemed. Until then, Satisfaction shows When resolved.
  • The score comes from what the customer said, not from how polite the replies were.
  • If the customer said little or nothing at the end, the score is 3.
  • The score is made together with the conversation’s summary. This uses about 0.9 credits. See Credits.
At the point where the conversation was resolved, you also see the score and a one-sentence summary: what the customer wanted, and whether they got it.