Managing Contacts and Notes

Every person who messages you becomes a contact. The Contacts area is your lightweight CRM.

Contact profiles

Open Contacts to search and browse everyone who has reached out. A profile shows:

• Name, email, and phone
• Channels — every channel this person has contacted you on (WhatsApp, Telegram, web chat, …), unified under one contact
• Conversation history — every past conversation, across channels
• Custom attributes — business-specific fields like membership tier or order ID

Editing a contact

Click into a contact to update their name, email, phone, or custom attributes. Changes sync everywhere in real time.

Internal notes

Leave a note on a contact to share context with your team — "VIP customer", "waiting on refund", and so on. Notes are internal only; the customer never sees them.

Why one contact, many channels?

When the same person writes from WhatsApp and later from web chat, both conversations attach to the same contact. That gives every agent the full picture instead of a fragmented one.

Who can edit contacts, add notes, or delete them is set under Settings → Permissions.