Visitor Profiles
A qualified record of the person, built while they talk — not a form they abandoned.
Airgentic learns the details that matter during the conversation: who they are, what they want, and what to do next. That profile is the system of record. Advisors see it at handoff. HubSpot and Marketo get the same fields when an email is known.
The problem:the conversation is rich, and the CRM is empty
Someone spends ten minutes telling you their situation. Then they ask to speak to a person, or they close the tab. What you keep is a transcript — or nothing. The structured facts that would have made the next conversation useful never left the chat.
- Web forms collect what you thought to ask, from the people willing to fill them in.
- Chat logs are prose. An advisor cannot scan a transcript for campus, intake and visa status while the phone is ringing.
- A lead with an email and no intent is not qualified. A transcript with intent and no email never reaches the CRM.
- HubSpot and Marketo only know what you wrote into them. If the agent “heard” a field and never stored it, it is gone.
The conversation already had the lead. You just never asked the software to keep it as a lead.
Three ways to capture a visitor
Most sites pick the first. Chat adds the second. Neither produces a record your CRM and your advisors can share.
A web form
- You only learn the fields you put on the page
- Completion drops with every extra question
- No context about what they were trying to do
- The people who wanted help the most often bounce
- A row in the CRM with no conversation behind it
Chat, then hope
- Rich context, trapped in paragraphs
- Advisors re-ask for name, email and intent
- CRM gets a name if someone copies it across
- Two systems, two versions of the truth
- The agent “knew” a fact it never stored
Airgentic Visitor Profiles
- Fields you define — required, optional, or inferred
- Captured in conversation, not a form dump
- The same record on the session, at handoff, and in CRM
- Shown to the advisor with history and an AI summary
- Written to HubSpot and Marketo when email is known
One object, three jobs
The YAML you configure on the service is the contract. The agent, the handoff card and the CRM all read from it. Conversation text is never the system of record.
Capture
The agent records fields as they are stated or clearly implied. Partial updates are fine. It does not invent a value, and it does not re-ask what it already knows.
Handoff
When a person takes over, they see the visitor label, every captured field, and a short conversation summary — then the full history if they need it.
CRM
The same profile upserts to HubSpot and Marketo. You map qualification fields once. Airgentic writes when the fingerprint changes and an email is present.
How capture actually works
You decide the fields. Airgentic compiles them into the tool the model is allowed to call, the prompt that tells it what is still missing, the labels on the handoff card, and the payload that goes to CRM.
- Required — Collect before a callback or follow-up — typically name, email, phone.
- Optional — Record if volunteered. Do not stall the conversation to get it.
- Inferred — Record when the visitor states it. Do not ask a standalone question for campus, study mode, or whether they are domestic or international.
A nursing enquiry does not become a twelve-field form. The agent answers the question, notices “international, city campus, semester 1”, writes those fields, and keeps going. When they offer an email for a callback, the profile is already most of the way there.
The advisor sees a person, not a transcript
Human Handoff already passes the live conversation to your team. Visitor Profiles is what stops that person asking for the email again.
On the handoff card
- A visitor label — Name and the fields that identify them at a glance.
- Every captured field — Typed values, not a paragraph to interpret.
- A short AI summary — Why they came, what they want, what is still open.
- The full history — Available when the summary is not enough.
The advisor picks up a qualified conversation. Marketing still owns the CRM record that landed at the same moment.
HubSpot and Marketo, from the same profile
There is no second “sync to CRM” tool for the model to forget. The agent writes fields. The platform writes to CRM when an email is on the profile and something actually changed.
How the write works
- HubSpot — Contact upsert on email. Standard fields plus the custom properties you have already created in the portal.
- Marketo — The same visitor profile, mapped to Marketo lead fields you name — student type, programme of interest, campus, intake.
- Your field map — Qualification fields are yours. A university maps `campus` and `student_type`; a manufacturer maps `organisation` and product interest.
- No double write — A fingerprint of syncable values skips no-op updates.
If a property does not exist in the CRM, it is not invented. You create it once in HubSpot or Marketo, then map it.
Recruitment, sales and the person who picks up the phone
Marketing and recruitment
A CRM row that already knows intent, not just a name.
- Qualified fieldsCampus, programme, intake, domestic or international — in the lead, not a later survey
- HubSpot and MarketoThe same profile, two destinations, one map
- No extra formCapture happens in the conversation they were already having
Advisors and enrolment teams
Pick up a person, not a paste of chat.
- Context on screenProfile, summary and history at handoff
- No re-interrogationName, email and intent are already there
- A reason to callCallbacks land with the facts that made them ask
Sales and partner teams
The same pattern outside higher education.
- Organisation and product interestRecorded when stated, synced when email is known
- Handoff to a humanThe account manager sees what the agent already learned
- Your CRMHubSpot or Marketo — not a parallel Airgentic database of leads
In higher education
A prospective student does not arrive ready to complete your enquiry form. They arrive with a question. By the time they trust you enough to leave an email, they have usually also said whether they are domestic or international, which campus they prefer, and which intake they have in mind.
A worked example
- You define the fields — Name, email, phone, organisation, student type, area of interest, qualification level, study mode, delivery, intake, campus.
- The agent captures in passing — “Nursing at city, maybe north if that’s full, semester 1, I’m international” becomes six fields without a form.
- They ask for a person — Handoff shows Alex Chen, Nursing, international, city campus, semester 1 — plus a two-sentence summary.
- CRM is already written — HubSpot and Marketo receive the same values against the email they just gave you.
Future Student Experience still builds the shareable page for people who do not know what to study. Visitor Profiles is the record of the person, for every specialist on the service — including the one who hands them to a human.
What is stored, and what is not
- You choose the fields — Nothing is captured that you did not put on the service.
- Personal data is marked — Name, email and phone can be flagged as PII on the profile.
- CRM write is explicit — Only fields you mark to sync are included in the HubSpot or Marketo payload.
- Retention is yours — The profile lives on the chat session and follows the retention window you already configure.
- No second lead database — Airgentic is not a CRM. HubSpot and Marketo remain the system of record for marketing.
FAQs
How is this different from Human Handoff?
Human Handoff is the transfer — a person on your team takes the live conversation. Visitor Profiles is the record that transfer should arrive with: structured fields, a short summary, and a CRM write if email is known. They are designed to work together. Handoff without a profile is a transcript. A profile without handoff is still a qualified lead in HubSpot or Marketo.
Is this just another enquiry form in the chat?
No. Required fields are collected when they are needed — typically before a callback. Optional and inferred fields are recorded when the visitor states them. The agent does not walk someone through a twelve-question form to answer “which nursing courses do you have?”.
Do you support HubSpot and Marketo?
Yes. The same visitor profile upserts to HubSpot contacts and Marketo leads. You map qualification fields once. Airgentic writes when an email is present and the syncable values have changed. Custom properties must already exist in the portal — Airgentic does not create them for you.
Will the agent invent a campus or an email?
No. Only values the visitor stated or clearly implied are stored. Extra keys that are not in your field list are dropped. Enum fields only accept the tokens you defined — “city”, not “City Campus”.
Does this replace Future Student Experience?
No. Future Student Experience interviews someone who does not yet know what to study and builds a shareable page. Visitor Profiles records who they are and what they have said, for capture, handoff and CRM. A service can run both. They are different objects.
Where does the data live?
On the chat session, for the retention window you configure. Syncable fields are also written to HubSpot and/or Marketo, which remain your marketing databases. Airgentic does not keep a parallel lead store.
Stop losing the lead that was already in the chat
If people are already talking to your Airgentic agents, the facts are already being said. Visitor Profiles is how those facts become a record your advisors and your CRM can both use.
- Define the fields that qualify a visitor in your organisation
- Show them to the person who takes the conversation
- Write the same profile to HubSpot and Marketo
HubSpot and Marketo. One visitor profile.
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