Click the person icon at the right edge of a conversation to open the Contact panel; × closes it. Expand a section with +, and drag sections up or down to put your favourites first. An administrator can save one order for the whole team; see Setting one order for your whole team.
The contact card
Name, Email Address, Phone number (each with a copy icon) and Company. The info icon shows more details; the arrow opens the full profile. The four icons are:
- 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: Add Labels to tick labels, or type a new name and choose Create new label. These label 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 following this chat besides the assignee. The gear icon (Select participants) adds someone; Join conversation adds you. They get the chat’s new messages in their My Inbox.
Macros
Your saved macros: Execute runs one on this chat, Preview Macro shows its steps first. Set them up under Settings → Macros. See Canned responses, macros and bots.
Conversation Information
Where and when the chat started (Initiated from, Initiated at); for website chats the Browser, Operating System and IP Address; for customers who arrived from a Meta ad or post on WhatsApp, Facebook or Instagram, Came from, Ad / Post ID, Ad headline and Ad link.
The ad rows show the customer’s latest tap. When they have tapped more than once — another ad while the chat was open, or the same ad again — Ad clicks shows how many taps the conversation has had, and each earlier tap stays on the message it arrived with as a card.
Contact Attributes
Your contact custom attributes and this person’s values. Click a value to change it. See Custom attributes and notes.
Grouping attributes into categories
With many attributes, give them a category: each category gets its own section here, for example Order Details or Tenant Details.
- Go to Settings → Custom Attributes and open an attribute with the edit icon, or click Add Custom Attribute.
- In Category, pick a category you already use or type a new name.
- Click Update or Create.
Good to know:
- One category can hold conversation and contact attributes together. Each value still saves on the conversation or the contact.
- Attributes with no category stay in Conversation Information or Contact Attributes.
- A new category section appears after Contact Attributes, or after the last category section. An administrator can move it, and the attributes inside it, like any other section.
- A section shows five attributes first; click Show all attributes for the rest.
- A name typed in different capitals joins the existing category: order details goes into Order Details.
- To rename a category, change it on each of its attributes.
- Categories change only this panel. AI attributes, filters, reports and the contact’s own page work as before.
Contact Notes
Notes about the person, shown on every conversation with them. Click Add contact note, type, and click Save note.
Attachments
Files from this chat, split into Media and Files: View all, Jump to message or Download file.
Previous Conversations
Every other conversation with this contact, newest first. 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.
Setting one order for your whole team
Until an administrator saves an order, everyone arranges the panel for themselves. To give the whole team the same panel:
- As an administrator, open any conversation and drag the sections, and the attributes inside Conversation Information, Contact Attributes and each category section, into the order you want. In a list longer than five, click Show all attributes first.
- A row reading Order changed appears on top of the section you changed. Click Save order for everyone, or Discard to put the panel back.
- Everyone sees the saved order straight away, also on screens they already have open.
- Once an order is saved, agents can no longer drag sections or attributes. Administrators change it the same way: drag, then Save order for everyone.
- A list you did not arrange is saved in the order its attributes were created. A new attribute goes to the end, and a new category section goes after the last category section.
- Which sections are expanded, and Show all attributes or Show less attributes, stay each person’s own choice.