The contact profile
The profile gathers everything about a person on one screen: their details, contact methods, message history, quotes and opportunities. Open it from their name in Contacts or from the inbox panel — and edit almost everything right there.
What you see at a glance
Section titled “What you see at a glance”Up top: the name with its lifecycle stage — Customer, Opportunity or Inactive — their company and their segment. The header KPIs sum up the relationship: Total sold, Conversations, Last interaction, Open opportunities and Lead score.
The History tab is the timeline of everything that happened — messages, notes, quotes, reminders and status changes — and you can filter it by type. The Activity tab keeps the log of actions taken.
Edit the details without leaving the profile
Section titled “Edit the details without leaving the profile”In Contact details, Edit lets you change name, phone and email. The tax details live there too — Company (the organization they belong to, for the invoice), Identification type, ID and location — which make quotes come out right, plus the Price list used to quote them (leave it to inherit from their account or channel).
Merge duplicates
Section titled “Merge duplicates”When someone writes from two numbers, or you loaded them twice, the profile warns you with the Possible duplicate. banner and a Review and merge link. You can also merge two records by hand from More actions → Merge with another contact….
In the Merge contacts dialog you pick which one stays: the one under Kept: keeps its data and absorbs the one under Absorbed:, which is deleted. Picked the wrong side? Swap which one is kept flips them. Confirm with Merge and the two histories become one.
Add their contact methods
Section titled “Add their contact methods”In Contact methods, Add method records every way to reach them: WhatsApp, Phone, Email, Telegram, Instagram, Facebook, Website, Address or Other. Mark one as Primary to make it the default.
Record marketing consent
Section titled “Record marketing consent”Before adding anyone to a campaign, the law asks for their permission. In Marketing consent you leave proof with Record opt-in when the person agreed to receive messages, or Record opt-out when they asked to stop. It’s dated, and campaigns respect that record.
Set who handles them
Section titled “Set who handles them”In Preferred assignment you choose an Exclusive agent with a Fallback team, so they’re always handled by whoever knows them. If you’d rather not pin anyone, leave No preference — uses the channel’s team. And in SLA override you can give this person a service level different from the one they inherit, when it’s a customer that deserves their own response times.