When you open a conversation, the contact’s details appear on the right-hand side of the page. From this panel, you can take key actions, such as creating a new opportunity or scheduling an appointment—all without leaving the conversation. This article provides an overview of each section, allowing you to optimize your conversation management.
Contact Details #
The Contact Details section opens by default for every conversation. It displays essential information such as the contact’s name, phone number, and email address. Furthermore, it provides access to other elements, such as tags, Do Not Disturb (DND) settings, active campaigns, and workflows.
Contact Card #
To view all of the contact details, including form/survey submissions and notes, click on the contact name on the right-hand side of the page. This will take you to a new page where you can view all the details of your client and have additional fields where you can add customer information.
Owners, Followers, & Tags #
To choose the teammate who should be in charge of the contact, click the Owner dropdown. Optionally, you may also add contact followers.
Below those fields, you will see the Tags section. Here, you can view and add tags to a customer’s details. To add a tag, simply click the “+” icon and start typing in the tag you’d like to add. If it already exists, it will appear in a drop-down beneath what you typed in. If the tag doesn’t exist yet, hit the plus icon next to the desired tag, and it will be added to your tags list.
All Fields #
To view or change a client’s details, just open the All Fields page. You’ll find the customer’s name, contact number, email address, and more there. Simply click on the desired field to edit it.
DND #
Open the DND section to update communication preferences. You can manage the messages that are allowed to be sent, and also block incoming calls and SMS messages from the contact.
Actions #
Here, you can view the workflows, offers, and community groups the contact is currently in. If the contact is not active in a workflow, none will be displayed here. You can add the contact to a workflow by clicking on the “+ Add” button or to an offer or group by choosing one from the dropdown.
Activity #
Page visits, form submissions, appointments, calls, and more appear in the Activity tab.
Click the activity card to view additional details about the contact’s interaction. The date and time of the action are displayed beneath each card. Any relevant links will also appear here, allowing you to access them directly without leaving the conversation.
Associations #
Associations allow you to group related contacts, opportunities, companies, and custom objects. Open this section to view and add new groupings for your contact.
Expand each section to create a new association or link an existing one. If no associations currently exist, those options will be displayed immediately. Otherwise, you will have to click the + Add button first.
Tasks #
This section displays all the tasks relating to a particular contact.
Click the “+ Add” button on the top right to assign a new task. Once tasks have been added, locate them by searching their title or by applying filters.
For each task, you can view its title, description, and due date, or associate the task with contacts, opportunities, companies, or custom objects. You can also modify or delete the task by clicking the three dots.
Notes #
Important information relating to each contact can be stored in the notes tab.
Like tasks, you can create, filter, search, edit, or delete notes!
You can also view who they were created by and any associated objects by clicking the respective icon.
Appointment #
The Appointment tab displays future and past meetings with the contact, so you can gauge the level of interaction they have already had with your team.
To schedule an appointment, click the “+ Add” button at the top of this section. A pop-up will appear, and you can fill out the desired details.
Easily locate appointments by using the search tool – just be sure you’re in the correct section! Future appointments will only be displayed in the “Upcoming” tab, while previous appointments are only shown in the “Past” section.
Each appointment card displays the calendar the appointment was booked on, the date and time of the appointment, its status, and the assigned user. Click the three-dot menu at the top of each panel to edit or cancel the appointment.
Documents #
If you need to view the attachments shared with the contact, open the Documents tab.
Documents can be organized by category—Internal, Sent, or Received—or viewed collectively under the All tab.
Within each category, folders are organized to group documents. The date each file was added, along with its file size, is displayed beneath the file name.
Utilize the search menu to locate specific documents, and click the three dots to preview, delete, or download a document.
Payments #
To see all transactions, subscriptions, invoices, and estimates, open the Payments section.
The date, amount, and status of each payment are displayed within their respective sections. To view a more detailed payment history, click the icon located at the top right corner of each tile. This will open the corresponding tab in the Payments section within the same window.
Actions #
You can expand this dropdown to seamlessly add a card to the contact’s file, create an invoice, subscription, or estimate, or more.
With these features, communicating with your contacts becomes quick, efficient, and seamless. Explore these sections to familiarize yourself with their functionality and streamline your daily operations.
Frequently Asked Questions #
Where do contact details appear in a conversation? #
When you open a conversation, the contact’s details appear on the right-hand side of the page, with the Contact Details section opening by default.
How do I view a contact’s full record? #
Click the contact name on the right-hand side of the page to open a new page showing all client details, including form/survey submissions, notes, and additional fields.
How do I assign an owner or add tags to a contact? #
Click the Owner dropdown to choose the responsible teammate, and use the Tags section’s “+” icon to add existing or new tags to the contact.
Can I schedule an appointment from the contact panel? #
Yes. In the Appointment tab, click the “+ Add” button, then fill out the details in the pop-up. Upcoming and past appointments are shown in separate tabs.
How are documents organized in the contact panel? #
Documents can be viewed by category—Internal, Sent, or Received—or all together under the All tab, with folders, file dates, and file sizes shown for each item.
What can I do in the Payments section? #
You can view all transactions, subscriptions, invoices, and estimates, and use the Actions dropdown to add a card or create an invoice, subscription, or estimate.
