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  Article updated: March 19, 2023

Review and edit Inbox 2.0 contact information

Audience: Inbox 2.0 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. You may also see any or all of the following:

  • The Notes tab, where you can add and store notes about a contact. Notes are added to the contact attribute with a timestamp and the agent’s name. Any agent can edit or delete any note. Notes have a maximum of 2,000 characters and are displayed in order from newest to oldest.
  • Common contact attributes such as an email address, a phone number, or a URL.
  • Either Validated or Not validated. If a contact is validated, it means Inbox 2.0 is integrated with an external CRM system and the contact has been looked up and verified.
  • A VIP button. This 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.
  • 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.
  • CRM-managed contact attributes, indicated by a cloud icon . If you point to an attribute and an edit icon appears, you can select the icon to edit that attribute.

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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