Table of Contents

Contact Details

JQ Lee Updated by JQ Lee

Getting Here

Contact Profile

You can retrieve each Contact's details by clicking on their name or profile picture.

View Details from Contact's menu

For each record in the Contact's table, there is a menu where you can select to view their contact details.

Contact Drawer in Messages Module

Contact Fields

Each Contact has a specific set of fields that describes them and helps to provide context to Users who are assisting them with their queries.

You can customize the order of the Contact Fields in the Contact Fields Module.

Contact Display

The contact display has the Contact's name, country flag, profile picture and active Channels. Refer to Standard Fields on how the values are sourced.

Contact profile display
Editing a Contact's name
Editing a Contact's name

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.

Standard Fields

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 sourced 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. The phone number must include the country code and follow the E164 format.

✓

Assigned To

Dropdown

The current assignee to whom the Contact is assigned.

✓

Conversation Status

Dropdown

The current status of the Contact's conversation.

-

Learn more on how to add a WhatsApp contact here.

Custom Fields

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. Refer here for more information.

Tags

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 assign one or more Tags to a Contact or remove the Tags that are no longer applicable to the Contact.

  • To assign one or more Tags to a Contact, click the plus icon and search for the desired Tag(s). Select the checkbox(es) against the Tag(s) you want to assign the Contact.
In the search bar, if you enter a Tag name that does not exist, the option to create a new Tag appears. Learn more about adding Tags here.
  • To remove a Tag from a Contact, click the cross icon.
This does not delete the Tag from the platform but may affect Contact Segments and Workflows.
Assigning a Tag

To assign 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 creates a new Tag by hitting the Enter key.

You can also add a new Tag and assign it to the Contact if necessary. Learn more about adding Tags here.
Add tags to a Contact
Removing a Tag

When a Tag is no longer relevant to a Contact, you can remove it from the Contact by clicking the "X" on the Tag.

This action does not delete the Tag from the platform. Learn more about deleting Tags here.
Removing tags from a Contact
To help keep the Workspace organized, try to standardize how you assign Tags to your Contacts. Assign only required Tags to a Contact to create more meaningful Segments.

More Actions

This menu can be accessed in the vertical sidebar by clicking on the Actions menu, or the three dots icon.

More Actions

View Messages

This option will redirect you to the Messages module and show the messages sent by and to the particular Contact.

Block Contact or Unblock Contact

If Contacts are sending you spam messages, you can block the Contacts using the Block Contact option to stop receiving messages from them.

When you block a Contact:

  • the conversation will be automatically closed, and then blocked.
  • any messages sent by the Contact after they're blocked will not be displayed on the conversation window.
  • any messages sent by the Contact after they're blocked will not be counted towards your Monthly Active Contacts usage from the next billing cycle onwards.
  • all ongoing Workflows for the blocked Contact will be automatically stopped.

If you have mistakenly blocked a Contact, you may reverse the action by using the Unblock Contact option.

Refer here for more details on how to manage spam.

Delete Contact

Only Owners and Managers with no such restriction can perform this action!

If Contacts are 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!

Feeling stuck? Do not fear.

Need assistance? Contact us for support. Help is here!

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