The contact page lets you view and manage everything about an individual contact, from updating their details to reviewing their conversation history and events. You can understand a contact's history and continue the conversation without switching between screens.

Editing Contact Information

You can edit contact details (name, URNs, fields, status, language, group membership and notepad) directly from the right-hand side of the contact's page.

Click the arrow icon (>) on a section to expand or collapse it.

Contact Details

To add a phone number, email address or other channel ID, click the pen icon next to the contact's URN in the Details section. In the Edit URNs window, choose a URN Type, enter the Address and click Add, then click Save. The contact's profile updates right away.

You can update the contact's name the same way. You can also select a language, a status or groups to add the contact to. Make sure to click Save to keep your changes.

Fields

To update any custom contact fields, expand the Fields section to see your 'featured' contact fields, then click Show All to see all other custom fields.

Type in the new information and click Save.

Notepad

Add any internal notes you'd like colleagues to see when they review the contact's page. Agents don't have access to a contact's full profile, but they can use the notepad to view and add updates that other users can see. See more here.

Viewing Event Details

Events such as a flow being started, completed or interrupted, or a ticket being opened, are collapsed into the pill icons you see in the chat history. Click a pill to expand it and see the individual events.

In the example above, the expanded events show Maya Patel's Cohort, Enrolled On, Next Advisor Meeting, Residence Hall, Study Arm and Year fields being updated and her being added to the Study Participants group. If an event was carried out manually, hover over it to see who made the change and when.

Next Up

The Next Up card, beside the chat, shows the events scheduled for a contact, such as campaign events or broadcast messages. It only appears when the contact has at least one upcoming or scheduled event.

In the example above, Maya Patel is in the Study Follow-up campaign. Her next event is a message in 4 days, followed by the Wellbeing Survey flow in 20 days.

Manually Launch a Flow

Click the menu icon (☰) in the top-right corner of the contact's page, select Start Flow, and choose the flow you'd like to start the contact in. If the contact is already in a flow, this option won't appear.

Resizable Chat Window

You can resize the chat window to suit the way you work. Drag the edge of the conversation panel to make it larger or smaller. Drag the panel all the way to the right of the page to see it in full-window (classic) view, with the contact sections shown as separate tabs. Drag it back to the left to return to the side-by-side view.

To change the order of the sections on the contact page, use the drag handle to the left of each section to move it where you want it.

Searching the Chat History

Instead of scrolling through hundreds of messages, click Search at the top of the conversation and enter a word or phrase. Use the up and down arrows to move between matches. In the example below, searching for "survey" finds two matches.