Contact Details
The more contact details you have, the better insights you have while responding to them.
Last updated
The more contact details you have, the better insights you have while responding to them.
Last updated
You can retrieve each Contact's details by clicking on their name or profile picture.
For each record in the Contact's table, there is a menu where you can select to view their contact details.
Each Contact has a specific set of descriptive fields that helps to provide context to Users who are assisting or interacting with them.
You can edit a Contact's name by hovering over the name. A pencil will appear. Click on the pencil to enter edit mode. Once you have made the change, click on the check mark to confirm the changes.
Fields
Type
Description
Editable
Contact Profile
-
The profile picture and display name are obtained from the Channel on which the Contact interacted.
-
First Name
Text
Contact's first name, which can be sourced from the Channel or manually updated
✔
Last Name
Text
Contact's last name, which can be sourced from the Channel or manually updated
✔
Country
Country
A representation of where the Contact originates from. The value can be sourced from the phone number or manually updated.
✔
Language
Language
Contact's language, which can be source from the Contact's browser, Channel or manually updated.
✔
Email Address
Email Address
Contact's email address, which can be sourced from the Channel or manually updated
✔
Phone Number
Phone Number
Contact's phone number, which can be sourced from the Channel or manually updated
✔
Assigned To
Dropdown
The current assignee to whom the Contact is assigned
✔
Conversation Status
Dropdown
The current status of the Contact's conversation
-
The Custom Fields configured in the Workspace will be shown in the contact details too. The value for the Custom Fields can be updated according to its respective field type.
Lastly, the Tags assigned to this Contact will be visible at the bottom of the details view.
Tags are primarily used to organize Users and can later be used to filter Contacts for other purposes such as broadcasts or contact views.
You can make changes to the Tags by adding and removing them from the field.
To add a Tag, type into the field of the desired Tag. The field will suggest existing Tags that match your query. You can select an existing Tag if it matches your query or create a new Tag by hitting the Enter key.
When a Tag is no longer relevant to a Contact, you can remove it from the Contact by clicking the ✖ on the Tag.
This menu can be accessed in the vertical sidebar by clicking on the Actions menu, or the three dots.
This option will redirect you to the Messages Module and show the messages sent by and to the particular Contact.
Only Owners and Managers with no such restriction can perform this action!
If a Contact is no longer relevant to the Workspace, they can be deleted from the Workspace. When you delete a Contact, all messages associated with the Contact will be deleted too.
Be careful when you delete a Contact as it might contain useful information. Bear in mind that this deletion cannot be undone!
You can customize the order of the Contact Fields in the .
The contact display has the Contact's name, country flag, profile picture and active Channels. Refer to on how the values are sourced.
