Contact Profile

The contact profile is the full page for one customer in Resool. It brings together their personal details, the channels they use, their lifecycle stage, tags, companies, custom fields, every conversation, satisfaction ratings, deals and a history of every change, so anyone on your team can see the whole relationship in one place. You can edit any field directly on the page and run actions such as starting a workflow or exporting their data.

#Before you begin

• You need the See contacts permission to open a profile and Create and edit contacts to change it.
• Some actions need more: Export contact data needs Export contacts, and Erase personal data is only for Owners and Admins.

#How to open a contact profile

• Go to Contacts and click a row in the table.
• Press ⌘K (or Ctrl+K) and search for the contact's name, email or phone.

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Contacts › open a contact

A full contact page: header with avatar, name, "Contact since" date, phone, email and channel icons; the Details card with Contact information, Companies and Custom fields; the right column with the Lifecycle, Tags, Channels, Deals and Apps cards.

File: screenshots/contact-profile-page.png

#What's on the profile

Header

The contact's name and avatar, the date they became a contact (Contact since), their phone number, email and the icons of the channels they've used.

Details

• Contact information: First name, Last name, Email, Phone, Language (English or العربية), Country and WhatsApp marketing.
• Companies: the companies this person belongs to, with their Role (for example "Marketing manager") and which one is Primary. See Companies.
• Custom fields: the workspace's own fields, such as Plan or Customer ID. See Contact fields.

Right column

• Lifecycle: the contact's stage. Click it to pick another stage. See Lifecycle stages.
• Tags: add a tag with + or remove one with ×. See Tags.
• Channels: every channel identity the contact has, such as their WhatsApp number, email address or website chat visitor.
• Deals: the contact's deals, when your plan includes Deals. See Deals.
• Apps: one row per connected app (for example a CRM or a calendar). Click a row to open that app's panel.

Lower sections

• Conversations: every conversation with this contact. Click one to open it in the Inbox.
• Satisfaction: the contact's survey ratings and comments.
• History: every change to the record, who made it and when, including changes from imports and merges. Click Show older changes to go further back.

#How to edit a contact

1. Click any field on the profile and change it. Every field is always editable; there's no separate edit mode.
2. Changes wait in the save bar at the bottom of the page. Click Save to keep them, or Discard to undo.

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Contacts › open a contact › change the Last name and Country

The Details card with two edited fields and the save bar at the bottom showing "Unsaved changes" with Discard and Save.

File: screenshots/contact-profile-save-bar.png

If you leave the page with unsaved changes, Resool asks before discarding them.

#WhatsApp marketing consent

The WhatsApp marketing field records whether the contact agreed to receive marketing messages on WhatsApp:

• Not asked: no answer recorded.
• Opted in: the contact agreed.
• Opted out: the contact doesn't want marketing messages.

Resool also updates this field by itself: when a contact sends STOP (or UNSUBSCRIBE, إلغاء) on WhatsApp they're marked Opted out, and START (or SUBSCRIBE, اشتراك) marks them Opted in again. Broadcasts always skip contacts who opted out. See Creating a broadcast.

#How to run actions on a contact

Click the ⋯ menu at the top right of the profile:

• Run workflow: start any published workflow that uses a manual trigger for this contact. If none exist, you see No published manual workflows. See Workflow triggers.
• Export contact data: download everything stored about the contact as a file.
• Erase personal data: delete the contact with their conversations and messages.
• Delete contact: remove the contact from lists and segments while keeping their conversations.

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Contacts › open a contact › ⋯ menu

The open ⋯ menu with Run workflow (submenu showing two manual workflows), Export contact data, Erase personal data and Delete contact.

File: screenshots/contact-profile-menu.png

See Contact data and privacy for exporting and erasing.

#How to unmerge a channel

If two different people were merged into one contact by mistake, you can split a channel back out:

1. In the Channels card, find the channel that belongs to someone else.
2. Click Unmerge next to it.

The channel moves to its own new contact. Unmerge only appears when a contact has more than one channel. See Merging contacts.

#FAQ and troubleshooting

#Why can't I edit the fields?

Your role doesn't include Create and edit contacts. Viewers, for example, can only look.

#Why is the email or phone field empty with a hint about my role?

Your role can't see full emails and phone numbers, so they appear masked. You can still type a new value; leave the field blank to keep the current one.

#Why don't I see Erase personal data?

Only Owners and Admins can erase a contact's data.

#Where do I see the contact's activity inside a conversation?

The contact panel in the Inbox shows the same details next to the conversation, with tabs for activity, files, deals, tasks and tickets. See Contact details panel.

#What's next?

• Contact fields
• Tags
• Merging contacts
• Contact data and privacy