The Contact Panel

The right side of your inbox shows the Contact Panel — a scrollable sidebar with everything you need to know about the current customer. For full contact management, see working with contacts.

Profile Card

At the top you'll see a gradient header (blue-to-purple) with:

• Large avatar — with white border ring
• Display name — profile name → contact name → phone number → email → "Unknown"
• Status label:
  • "Unified Profile" + company name — if linked to a profile
  • "Contact (Not linked)" — if not yet linked

Contact Channels

Under the profile card, you'll see all known channels for this customer:

• 📧 Email addresses — profile email + linked contact emails
• 💬 Phone numbers — from linked contacts (WhatsApp numbers)
• 📸 Instagram usernames — with @ prefix

Each channel is shown in a white card with icon and value. If no additional channels exist, you'll see "No additional channels linked".

Profile Linking

Profile linking unifies a customer's identity across channels. When you link a WhatsApp contact to a profile, you instantly see their email conversations, Instagram DMs, and more — all in one place.

Linking to an Existing Profile

1. Click "Link to Profile" (blue-to-purple gradient button)
2. In the modal, select the "Existing profile" tab
3. Search for the customer by name, email, or other details
4. Select the matching profile from the results
5. The contact is now linked — all channels and conversations appear together

Creating a New Profile

1. Click "Link to Profile"
2. Select the "New profile" tab
3. Fill in: name, email, and company
4. Click create — a new profile is created and linked automatically

After Linking

Once linked, the profile card changes:

• The status updates to "Unified Profile" with a green checkmark badge
• The Contact Channels section aggregates all linked contact channels
• The All Conversations section shows cross-channel conversations

All Conversations

Below the profile info, you'll see "All Conversations" with a count badge. This shows every conversation this customer has had across all channels:

• Platform icon + label (e.g., "💬 WhatsApp", "📧 Email")
• Ticket number (for email/website chat)
• Last message preview (one line)
• Relative timestamp

The current conversation is highlighted with a blue border. Click any conversation to switch to it instantly.

Conversation Details

The collapsible "Conversation" section shows:

• Channel — platform icon + name
• Status — "Assigned" (green) or "Open" (yellow)
• Assigned to — avatar + name of the assigned agent
• Team — team name with colored avatar
• Ticket number — for email/website conversations
• Labels — colored label pills

Contact Fields

The collapsible "Contact fields" section shows:

• Email — or "Not set" if empty
• Phone — phone number
• Instagram — @username