Airgentic Help
A visitor profile is the structured set of details Airgentic can save during a chat — name, email, campus, area of interest, and so on — so your advisors and CRM see the same facts the assistant learned.
The visitor does not fill in a form. The assistant records a field only when the visitor actually said it (or clearly confirmed it). Those values then appear on Human Handoff and, if you turn CRM sync on, on the matching HubSpot contact or Marketo lead. See Visitor Profiles and CRM for HubSpot and Marketo setup.
This is separate from Future Student Experience. That product builds a shareable page from an interview. Visitor profiles capture lead and qualification fields on a live chat.
On Human Handoff, a claimed conversation can show:
Structured fields update as the chat continues. Tags belong to the whole conversation and stay in Insights after the session ends.
Each service has its own field list. Typical fields include first name, last name, email, phone, and — for education services — campus, study area, or domestic / international.
| How a field is collected | What the assistant does |
|---|---|
| Required | Ask before offering a callback or follow-up (for example email). |
| Optional | Record if the visitor volunteers it; do not push. |
| Inferred | Record when the visitor states it; do not ask a standalone question. |
The assistant must not invent a value. If the visitor has not said their campus, that field stays empty.
A follow-up extract can fill fields the assistant skipped, still only from what the visitor said. Values already saved in the conversation always win.
A playbook can override collect mode for this session only (for example make email required on a campaign landing page). If several playbooks match, the highest-priority card that sets a field wins. That does not change the schema defaults above. Playbooks can also match on a saved field, including values filled from CRM hydrate — that can add a layer mid-chat.
Tags are applied by a human agent on Human Handoff, not by the assistant. Click a suggested tag, or type a custom label.
When CRM sync is on, those labels are written to your CRM automatically. You do not add tags as a visitor-profile field, and you do not need a custom field mapping. See Visitor Profiles and CRM.
For accounts that have the editor, open Configuration & Design → Visitor profile on the service card.
There you can:
If your account does not show that editor yet, Airgentic can configure the field list for you.
Journey rules that use those fields live next to this editor: Configuration & Design → Playbooks. See Playbooks.