Contact Info Panel

The right-side panel shows details about the contact and their lead. Toggle it open by clicking the info icon in the conversation header.

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Screenshot: Contact Info panel showing all sections — contact summary, lead details, groups, tags, follow-ups

panel-overview.png

1. Open a conversation and click the info (ⓘ) icon in the header
2. Capture the full Contact Info panel showing all sections
Save to: static/img/screenshots/chat/contact-info-panel/panel-overview.png

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Contact Summary

At the top of the panel, you see the contact's basic information:

Field	Icon	Description
Name	Person	Contact's full name
Channel	Channel icon	The messaging channel (WhatsApp, Messenger, or Instagram)
Mobile / ID	Phone	Phone number (WhatsApp) or page-scoped identifier (Messenger/Instagram)
Email	Email	Email address (if available)
Company	Business	Company name (if available)

Additional Fields for Messenger / Instagram

For Facebook Messenger and Instagram contacts, two extra fields appear below the standard contact info:

Field	Icon	Description
Username	@ symbol	The contact's platform username (displayed as @username)
Page Name	Channel icon (blue for Messenger, pink for Instagram)	The Facebook Page or Instagram account the contact messaged

These fields only appear when the contact has a username or page name on record.

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Lead Details

This section shows information about the lead associated with this conversation. Fields with a pencil icon can be edited inline.

Agent Assignment

Shows the currently assigned agent. Click the edit icon to change the assignment:

1. Click the pencil icon next to the agent name
2. Select a new agent from the dropdown
3. Click Apply

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Screenshot: Agent assignment in edit mode showing the agent dropdown

edit-agent.png

1. In the Contact Info panel, click the edit icon next to the Agent field
2. Capture the dropdown showing available agents
Save to: static/img/screenshots/chat/contact-info-panel/edit-agent.png

info

Agent assignment editing is available to Admin and Manager roles only. Agents cannot reassign conversations.

Lead Status

Shows the current lead qualification status as a colored chip. Click the edit icon to change it:

1. Click the pencil icon next to the status
2. Select a new status from the dropdown
3. Click Apply

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Screenshot: Lead status in edit mode showing the status dropdown

edit-status.png

1. Click the edit icon next to the Lead Status field
2. Capture the dropdown showing available statuses
Save to: static/img/screenshots/chat/contact-info-panel/edit-status.png

Created Date

Shows when the conversation was first created. This is read-only.

Messaging Status

Shows whether the contact is Active or has Opted Out of receiving messages on their channel:

Status	Badge color	Meaning
Active	Green	Contact can receive messages
Opted Out	Red	Contact has opted out — no messages can be sent

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Groups

Shows which contact groups this customer belongs to. Groups appear as blue chips.

To change groups:

1. Click the edit icon
2. Select or deselect groups from the multi-select dropdown
3. Click Apply

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Screenshot: Groups section showing group chips and edit functionality

groups-section.png

1. Find a contact that belongs to one or more groups
2. Capture the Groups section showing the group chips and edit icon
Save to: static/img/screenshots/chat/contact-info-panel/groups-section.png

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Tags

Tags help you categorize and label leads. This section shows all tags assigned to the current lead and lets you add or remove tags.

• Click to add new tags or create new tag labels
• Each tag has a color for easy identification
• Tags are used across the system for filtering and reporting

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Screenshot: Tags section showing assigned tags with add/remove functionality

tags-section.png

1. Find a lead with some tags assigned
2. Capture the Tags section showing the tag chips and add functionality
Save to: static/img/screenshots/chat/contact-info-panel/tags-section.png

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Follow-ups

Schedule and track follow-up tasks for this lead. Each follow-up shows:

Element	Description
Status icon	Clock (open), delayed clock (delayed), checkmark (closed)
Next follow-up date	When the next action is due
Created date	When the follow-up was created
Comments	Notes about the follow-up (truncated preview)
Status badge	Open (blue), Delayed (orange), or Closed (green)

Managing Follow-ups

Action	How
Add a follow-up	Click the + button in the Follow-ups section header
View details	Click the eye icon on any follow-up
Edit	Click the pencil icon (only available on the newest open follow-up)

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Screenshot: Follow-ups section showing multiple follow-ups with different statuses

followups-section.png

1. Find a lead with follow-ups scheduled
2. Capture the Follow-ups section showing open, delayed, and closed items
Save to: static/img/screenshots/chat/contact-info-panel/followups-section.png

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More Details

The contact info panel also has a "More Details" link that expands to show additional information:

Active Lead Details

Field	Description
Name	Lead name
Assigned Agent	Current agent
Agent Department	Department the agent belongs to
Agent Team	Team the agent belongs to
Submitted Date	When the lead was created
Lead Status	Qualification status chip
Qualification Score	If scoring is configured
Qualification Method	How the lead was qualified
Tags	All tags as colored chips

Broadcast Details

Field	Description
Name	Broadcast campaign name
Lead Source	Where the lead came from
Integration	Which integration captured the lead

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Screenshot: Expanded More Details view showing lead and broadcast information

more-details.png

1. Click "More Details" in the contact info panel
2. Capture the expanded view showing lead details and broadcast details
Save to: static/img/screenshots/chat/contact-info-panel/more-details.png