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  Article updated: May 24, 2024

Manage contacts in Inbox 2.0

Contact attributes are useful details about a contact, such as email address, first and last name, account ID, or job title. These details can help agents personalize their responses, build stronger relationships with customers, and reduce time spent asking questions.

Audience: Inbox 2.0 admins

When you add and turn on contact attributes in Inbox 2.0, they appear on the right side of the agent workspace. Enterprise admins and agents can fill in contact attributes. Enterprise plan members can also populate details by integrating with an external customer relationship management system (CRM) or other back-end business application.

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

Different plans offer different Inbox 2.0 features. Select the tab for your plan type and follow the steps to get started. If you don't know your plan type, go to My profile - you'll see it at the top of that menu.

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Choose what contact attributes agents see

You can choose the contact information you want your agents to see and the order in which they're shown.

  1. In Inbox 2.0, select Admin settings.
  2. Expand Agent workspace, and then select Contact attributes.
  3. Select Reorder and drag contact attributes up or down in the list to order them in the view. Use the toggle to turn on and off contact attributes.

Delete a contact

When you delete a contact, you delete their conversation history, attachments, and contact attributes. If the person communicates with you again, they’ll appear as a new contact. To delete a contact, select Delete under the contact's name.

When you delete a contact, we'll create a log of the event that includes contact hint information, the deleted contact's platform, the deletion date, and the admin who deleted the contact. To view all deleted contacts, go to Admin settings, expand Privacy and security, and then select Deleted contacts.


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