# The details panel beside a conversation

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 details panel beside a conversation](../../.gitbook/assets/guides/conversation-details-panel.jpg)

## 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](/contacts/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](/conversations/assigning-conversations) and [Labels, priority and status](/conversations/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](/settings/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](/contacts/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](/conversations/customer-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](/reports/agent-reply-quality).
* **Shopify Orders**: the customer's recent orders when your store is connected. See [Connecting Shopify](/settings/connecting-shopify).
* **Upcoming appointment**: who the booking is with, when, and the meeting link. See [Booking pages and the Schedule view](/calendar/booking-pages-and-the-schedule-view).

## Related

* [Everything you can do in a conversation](/conversations/conversation-actions)
* [Managing Conversations](/conversations/managing-conversations)
* [Viewing and editing a contact](/contacts/viewing-and-editing-a-contact)

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Source: https://help.mampuai.com/conversations/contact-panel