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Contact profiles contain information about users who interact with your agents. In contact profiles, you can view user data collected during conversations with agents, for example, first name and email address. You can also navigate the conversation transcript. With this data, agents can provide personalized interactions and contact management across different channels, such as Webchat, WhatsApp, and Slack. You can access the contact profiles from a Flow through the Profile object and manage them with specific Nodes. Contact profiles offer the following benefits:
  • Data collection. You can gather user data during interactions using predefined schemas and custom fields, and store this data in the Profile object.
  • Management flexibility. You can manage contact profiles flexibly to navigate conversation history and set expiration dates for data.
  • GDPR compliance. Cognigy provides tools to comply with the General Data Protection Regulation (GDPR), including exporting user data, deleting contact profiles, and managing data collection preferences for individual contacts.

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Limitations

  • A contact profile is removed after 30 days if not read or modified. If you have an on-premises installation, you can configure an expiration time for contact profiles in the Management UI. In the Update Organisation TTL Values dialog, enter the number of minutes in the Contact Profile Expiration field.
  • You can’t update data in an inactive contact profile. To update an inactive contact profile, activate it first with the Activate Profile Node, then update the data.
  • A simulated contact profile is removed after 5 days if not read or modified. If you have an on-premises installation, you can configure the expiration time for simulated contact profiles with the SIMULATION_PROFILE_TTL_IN_MINUTES variable. The default value is 7200 minutes.

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Profile schema

The profile schema organizes the contact profile information into fields that you can customize to meet your needs. By default, the profile schema has the following fields:

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Working with contact profiles

You can view, export, and delete contact profiles in Contact Profiles. The list shows the User ID, First name, Last name, Email, and Last changed columns. To search the list, use the Search profiles field. To export or delete a contact profile or copy its ID, open the row menu. Then select Export profile, Delete profile, or Copy profile ID.To filter the list, select All profiles, Active profiles, Inactive profiles, or Simulation profiles. The Simulation profiles option shows only the profiles that the simulation scenarios create. Your browser remembers your last choice.The contact profile page displays a list of conversation transcripts, with the stored contact profile data available in the left pane. To view more details about a session, select it in the list. The Conversations explorer in Insights opens.In the Flow editor, you can manage contact profiles using the following Nodes:With these Nodes, you can create personalized experiences. For example, you can deactivate a contact profile if a user requests to stop data collection or update a contact profile with new information.

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Customize the profile schema

You can add custom fields to the profile schema. To add a custom field, follow these steps:
  1. In Contact Profiles, click Edit schema. The button is available only if you have the permission to edit profiles.
  2. In the Edit profile schema panel, click Add field and configure the following:
    • Name — enter a name for the custom field. The name is required and has up to 200 characters. It can’t start or end with a space or contain any of these characters: \ / : * ? " < > | ¥.
    • Profile object key — enter a system name for the custom field. Use letters, numbers, and underscores only. The key:
      • Can’t start with a digit.
      • Must be unique. The check is case-insensitive.
      • Can’t be a reserved name of a built-in field, for example, firstname, email, profileId, tasks, or memories.
    • Type:
      • Text — for string values. This type accepts any combination of characters, including letters, numbers, symbols, and spaces.
      • Number — for integers. This type accepts whole numbers within the range of -9,007,199,254,740,991 to 9,007,199,254,740,991. Numbers outside this range can’t be accurately represented in JavaScript.
      • Yes/No — for boolean values.
      • Complex — for objects. This type accepts nested structures containing other data types.
  3. Click Save changes.
If you change the profile object key of a field, Cognigy removes the existing contact data for that field. If you change the type, Cognigy keeps the existing values.
The custom field appears in both the profile schema and each contact profile. To delete a custom field, click the trash bin icon next to the field. In the Delete schema field dialog, enter the field name to confirm. Then click Delete field.
When you delete a custom field, Cognigy removes any data related to this field from all contact profiles. You can’t undo this action.

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Deactivate data collection for contact profiles

Cognigy stores user data in all contact profiles by default. To deactivate data collection for a specific contact profile, follow these steps:
  1. In Contact Profiles, select a contact profile from the list and deactivate the Data collection setting.
  2. In the Deactivate data collection dialog, confirm your decision by selecting:
    • Keep data — keeps the previously collected data.
    • Delete data — deletes the current profile data and the conversation history.

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More information

Last modified on November 11, 2026