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  Article updated: May 12, 2022

Review and edit Hootdesk contact information

Audience: Hootdesk agents

When you’re in a conversation with a contact, you can find useful details about them by looking at the Contact tab. You can also add details about them here for other agents to read.

The Contact tab, showing a sample contact with an account number, an email address, a language, and a membership.

Along with the contact’s name, social handle, and profile image, you’ll see the logo of the social network they used for their message. If enabled by an admin, contact attributes such as an email address, a phone number, and a URL may be available.

You’ll also see either Validated or Not validated. If a contact is validated, it means Hootdesk is integrated with an external CRM system and the contact has been looked up and verified.

If you see a VIP button, it means the contact can be promoted to VIP status. VIP contacts are placed higher in the queue and can be routed to specific teams if VIP-based contact groups are used in your organization.

Select the VIP button to promote a contact. If the button is dark blue, the contact is already a VIP.

You might also see additional custom contact attributes that your team’s admins have added, such as bio, contact location, language, followers, etc. Wherever you see the Add link, you can select it to add details about a contact that may be useful to your team.

You can also find or add information about a contact in the conversation view itself:

  • To go directly to a contact’s profile on their social network, select their profile name in one of their messages.
  • To add notes about a specific conversation for your team, select Add note at the bottom of any conversation.

For more information, read about the cross-channel conversation history.


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