Contact Information & Attributes Panel

Overview

Clicking the Info icon toggles the visibility of this panel, enhancing context for agents, personalizing interactions, and leveraging contact-specific data within automated bot flows.

Accessing the Sales Inbox Panel

• Navigate to an active chat in the Sales Inbox.

• Locate and click the Info icon near the chat panel right side.

The panel will appear on the right side. Click the arrow icon again to hide the panel.

Accessing the Support Inbox Panel

• Navigate to an active chat in the Support Inbox.

• Locate and click the Info icon near the chat panel right side.

• The panel will appear on the right side. Click the arrow icon again to hide the panel.

Panel Contents

1. Contact Info

Displays standard information:

• Name: Contact's name.

• Phone: Primary phone number.

• Company: Associated company.

• Opt-in: Messaging opt-in status.

2. Contact Attributes

Lists custom data fields:

• Predefined & Custom Attributes: Attributes like 'Alternative Phone', 'Lead Source', etc.

• Editable Fields: Edit icon for users to update values with appropriate permissions.

• Dynamic Information: Stores specific information relevant to contact's journey.

3. Add Custom Field Button

Allows users to add new custom attributes to the contact's profile, aiding in capturing new information during conversations.

Utilization and Benefits

• Contextual Agent Support: Immediate access to key contact details enhances personalized interactions.

• Bot Personalization and Logic:

  • Dynamic Responses: Bots personalize messages using contact attributes.

  • Conditional Flows: Bot scenarios can change based on attribute values.

  • Data Collection: Bots save user responses as updated attributes.

The Contact Information & Attributes panel is a powerful tool for managing and leveraging contact-specific data, enhancing agent efficiency, bot personalization, and sales processes by keeping information readily accessible.