Contact Details
Manage contact details, add private internal notes, schedule future replies, and collaborate with your team in the shared inbox.
The right-side Contact Drawer in the inbox empowers your agents with customer context while handling conversations.
Contact Information Drawer
When a conversation is selected, the right drawer displays:
- Contact Name & Phone: View and edit the customer's display name or phone number.
- Assigned Lists: View which audience lists or segments this contact belongs to, or assign new lists on the fly.
- Custom Attributes: View and update custom metadata (e.g.
ACCOUNT_ID,SUBSCRIPTION_TIER,CITY). - Internal Notes: Write private notes visible only to your teammates (never sent to the customer).
Internal Team Notes
Often, multiple team members or supervisors need to discuss a customer inquiry without exposing internal discussions to the customer:
How Internal Notes Work
- Add a note in the Internal Notes field within the contact drawer.
- The note is saved to the customer's record and displayed in the timeline with a distinct yellow/neutral note background.
- Teammates reviewing the conversation in the future can immediately understand past context, refunds, or special customer requests.
- If using the Slack Bridge, you can also add notes directly from Slack by prefixing your reply with
note:.