Contact Profile

Overview

The Contact Profile is a comprehensive view of a single contact, combining their conversation history with detailed information. It shows the chat interface on the left and a sidebar on the right with the contact's profile details, custom properties, opportunities, events, tags, active workflows, and scheduled messages. This view is used both in the Inbox (when selecting a conversation) and in the Contacts section (when clicking a contact).

How to Access

• From the Inbox: Select a conversation. The contact profile sidebar appears on the right.
• From the Contacts List: Click a contact's name to open their full profile page.
• Available to all roles: Admin, Agent, and Supervisor.

Interface Overview

The Contact Profile page is split into two main areas:

Left: Chat Area

• Channel tabs at the top showing conversations across different channels (WhatsApp, Messenger, Instagram).
• Activity filter dropdown to filter messages by type.
• The full chat view with message history and send message input.
• A "+" tab to create a new conversation on an additional channel.

Right: Sidebar

• Contact avatar and name at the top.
• Collapsible accordion sections:
  • Profile: Contact details (name, phone, company, email) with inline edit.
  • Properties: Custom properties defined by your organization.
  • Opportunities: Sales pipeline opportunities linked to this contact.
  • Events: Calendar events associated with the conversation.
  • Tags: Labels assigned to the conversation.
  • Chatbots: Active AI workflows/chatbots for the conversation.
  • Scheduled Messages: Pending scheduled messages.
• Sequences button at the bottom for automatic follow-ups.

Features & Actions

Switch Between Channels

What it does: View and send messages across different messaging channels for the same contact.

Steps:

1. At the top of the chat area, click on a channel tab (WhatsApp, Messenger, Instagram).
2. The chat loads the conversation for that specific channel.
3. Each tab shows the channel icon and name.

Important notes:

• The system auto-selects the first active (non-disabled) channel when loading the contact.
• Disabled channels show in the tabs but may have restricted messaging.

Start a New Channel Conversation

What it does: Creates a conversation on a channel that doesn't have one yet.

Steps:

1. Click the + tab in the channel tabs.
2. A screen appears asking you to select a channel.
3. Choose the messaging channel from the dropdown.
4. Click Start.
5. A new conversation is created on that channel.

Important notes:

• Only channels that don't already have a conversation with this contact are shown.
• At least one available channel must exist.

Filter Messages by Activity Type

What it does: Filters the messages shown in the chat by type.

Steps:

1. Click the Activities dropdown button at the top-right of the chat area.
2. Select a filter option:
   • All: Show all messages (default).
   • Other options filter by specific message types (e.g., messages, notes, system events).

Edit Contact Information

What it does: Updates the contact's name, phone, email, or company name.

Steps:

1. In the sidebar, expand the Profile section.
2. Click the Edit button.
3. Modify the fields as needed.
4. Click Submit to save, or Cancel to discard.

Manage Custom Properties

What it does: View and edit custom properties associated with the contact.

Steps:

1. In the sidebar, expand the Properties section.
2. View current property values.
3. Edit values directly (depending on the property type: text, number, boolean, date).

Manage Opportunities

What it does: View, add, and manage sales opportunities linked to this contact.

Steps:

1. In the sidebar, expand the Opportunities section.
2. The section shows a count badge and lists all opportunities.
3. Toggle the Active switch to show only active opportunities or all.
4. Click Add New to create a new opportunity:
   • A modal opens with the opportunity creation form.
   • Fill in the details and click Submit.
5. Click on an existing opportunity to expand and edit its details.

View Calendar Events

What it does: Shows events scheduled for the conversation.

Steps:

1. In the sidebar, expand the Events section.
2. View events linked to the current room/conversation.

Manage Tags

What it does: View and manage tags assigned to the conversation.

Steps:

1. In the sidebar, expand the Tags section.
2. View current tags and add/remove as needed.

Manage Chatbot Workflows

What it does: Assign or manage AI chatbot workflows for the conversation.

Steps:

1. In the sidebar, expand the Chatbots section.
2. View currently active workflows.
3. Add or modify workflow assignments.

View and Delete Scheduled Messages

What it does: Shows pending scheduled messages and allows cancellation.

Steps:

1. In the sidebar, the Scheduled Messages section appears automatically when there are pending messages.
2. Each message shows:
   • The scheduled send date/time.
   • A green status indicator.
   • A preview of the message text.
3. To delete a scheduled message:
   • Click the red X icon on the message.
   • A confirmation modal shows the message details.
   • Click Delete to confirm.

Create Automatic Follow-ups

What it does: Opens the follow-up sequence creator.

Steps:

1. Scroll to the bottom of the sidebar.
2. Click the Sequences button.
3. See Automatic Follow-ups for details.

Navigate Back (from Contacts page)

What it does: Returns to the contacts list.

Steps:

1. When viewing a contact profile from the Contacts section, click the back arrow icon on the left side.
2. You are returned to the Contacts List.

Fields Reference

Section	Field	Description
Profile	Name	Contact's full name
Profile	Phone	Phone number
Profile	Company	Company name
Profile	Email	Email address
Profile	Creation Date	When the contact was created
Properties	Custom Properties	Organization-defined fields
Opportunities	Opportunity List	Sales pipeline entries
Events	Event List	Calendar events
Tags	Tag List	Conversation labels
Chatbots	Workflow List	Active AI chatbots
Scheduled Messages	Message List	Pending scheduled messages

Important Notes

• When you switch channel tabs, the chat, scheduled messages, and opportunities shown belong to the conversation on the selected channel.
• The Scheduled Messages section updates automatically; you do not need to refresh the page to see changes.
• If you open the profile from a specific conversation, that conversation's channel tab is selected; otherwise the first active channel is selected, and if no channel is active, the first channel tab is selected.

FAQ

Q: Why do I see multiple tabs for the same contact? A: Each tab represents a different messaging channel (e.g., WhatsApp, Facebook Messenger, Instagram). A contact can have separate conversations on each channel.

Q: Why is the chat input disabled? A: The messaging channel may be disabled (e.g., WhatsApp Business API is inactive) or the contact may be blocked.

Q: Can I view a contact's profile without opening a conversation? A: Yes, navigate to the contact from the Contacts List. If the contact has no conversations yet, you'll see an option to start one.

Q: Where do custom properties come from? A: Custom properties are defined by your organization's administrators in the Settings section. They can be text, number, boolean, or date fields.

Related Features

• Contacts List
• Managing Contacts
• Chat
• Scheduled Messages
• Automatic Follow-ups