Open any conversation and click the person icon at the right edge of the thread. The Contact panel slides in with who you are talking to and everything your team knows about them. Click × to close it again. The panel is built from sections you can expand with +, and you can drag a section up or down to put the ones you use most at the top.
The contact card
The top of the panel shows the contact’s avatar and name, their Email Address and Phone number with a copy icon beside each, and their Company when known. The small info icon next to the name shows the rest of the contact’s details, and the arrow icon opens their full profile on the Contacts page.
The four icons beneath are the contact actions:
- New message starts a fresh conversation with this person on one of your inboxes.
- Edit opens the contact form.
- Merge contact folds this contact into another one, for example the same customer who wrote from two numbers. See Viewing and editing a contact.
- Delete removes the contact. Administrators only.
Accounts with a voice inbox also get Call.
Conversation Actions
- Assigned Agent: pick a teammate, or click Assign to me.
- Assigned Team: route to a team such as Sales. Pick None to clear it.
- Priority: None, Urgent, High, Medium or Low.
- Conversation Labels: click Add Labels to tick labels for this conversation, or type a new name and choose Create new label. These are labels on the conversation; the contact’s own labels live on the contact page.
See Assigning conversations to agents and teams and Labels, priority and status.
Conversation participants
Teammates who follow this conversation besides the assignee. Click Select participants to add someone; they then see the chat under their Participating folder.
Macros
Your saved macros, each with Execute to run it on this conversation and Preview Macro to see its steps first. Macros are set up under Settings → Macros. See Canned responses, macros and bots.
Conversation Information
Facts about this particular chat: where it was Initiated from and Initiated at, and for website chats the Browser, Operating System and IP Address. When a customer arrived from a Facebook or Instagram ad, this section shows Came from, the Ad headline and the Ad link, so you know which campaign brought them.
Contact Attributes
The custom attributes you defined for contacts, with their values for this person. Click a value to change it. See Custom attributes and notes.
Contact Notes
Notes about the person rather than the chat, visible on every conversation with them. Type a note and click Save note.
Attachments
Every file exchanged in this conversation, split into Media and Files. Click View all to see the full list, Jump to message to scroll to where a file was sent, or Download file to save it.
Previous Conversations
Every other conversation with this contact, newest first, so you can read what happened last time before you reply. See Seeing a customer’s history across channels.
Sections that appear when a feature is on
- AI Reply Score: when AI Monitoring scores your team’s replies, the latest score out of 5 with its reason. See Agent Reply Quality report.
- Shopify Orders: the customer’s recent orders when your store is connected. See Connecting Shopify.
- Upcoming appointment: who the booking is with, when, and the meeting link. See Booking pages and the Schedule view.