Contact Details Panel

The contact details panel sits on the right of every conversation in the Resool Inbox. It shows who you're talking to, how to reach them and everything your team knows about them: channels, phone, email, country, language, companies, custom contact fields, tags and internal notes, plus tabs for shared files, activity history, deals, tasks, tickets, meetings and connected apps. Agents can update the contact while they chat, without leaving the conversation.

#Before you begin

• To edit contact details you need permission to manage contacts. Without it, you can view but not change them.
• If your role can't see personal details, phone numbers and emails are partly hidden.
• If the panel is hidden, click Contact details in the conversation header to open it. Click Close panel to hide it again. Resool remembers your choice.

#What's in the panel

Use the icons on the panel's outer edge to switch between sections. Hover over an icon to see its name.

Sections only appear when your role and plan include them.

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Inbox › open a conversation › contact details panel

The Contact details section with the contact's avatar and name, ID with copy button, Channels row, a merge suggestion banner, the Contact fields block (Phone Number, Email Address, Country with flag, Language, Companies, Internal notes and two custom fields), the Manage link, and the tags footer; the icon rail on the outer edge with Contact details selected.

File: screenshots/contact-details-panel-details.png

#How to edit the contact's details

1. In Contact details, click a field to edit it.
   • Name: click Edit name to change the First name and Last name, then Save name.
   • Phone Number and Email Address: type a new value. Phone numbers are used for WhatsApp, SMS and calls.
   • Country and Language: pick from the list. The language is the contact's preferred language for replies and templates.
   • Companies: link one or more companies.
   • Custom contact fields: fill them in by type, such as text, number, date, dropdown or yes/no.
2. Changes save as soon as you leave the field.

Fields show in the order set in Settings › Contact fields. Fields set to always hide, and fields set to show only when they have a value but still empty, are folded under Hidden contact fields; click it to see and fill them in. Admins can click Manage to open the contact fields settings. See Contact Fields.

#Copy details

Use the copy buttons next to the name (Copy name), the ID (Copy ID) and the phone number.

#Add tags

At the bottom of Contact details, click the tags area, Search and select tags, and pick the tags to add. Click a tag's remove icon to take it off. See Tags.

#Change the lifecycle stage

Click the lifecycle stage button next to the contact's name in the conversation header and pick a stage. See Lifecycle Stages.

#Keep internal notes about the person

The Internal notes field holds private notes your team keeps about this person, for example "Prefers Arabic; VIP since 2024". They stay with the contact across all conversations. For notes about one conversation, use an internal comment in the composer. See Internal Notes and Mentions.

#How to see and use the contact's channels

1. Click Channels in Contact details.
2. Switch between the tabs:
   • Active: channels connected with this contact.
   • Inactive: channels the contact was connected with but can no longer be reached on.
   • Unavailable: workspace channels this contact isn't connected with.
3. Click Message on an active channel to write to the contact there.
4. Click Back to return to the details.

#How to merge duplicate contacts

When other contacts share this contact's email or phone, a banner such as 1 merge suggestion appears.

1. Click View on the banner.
2. In Possible duplicates, review the contacts. Each shows why it matched, such as Same name.
3. Click Merge here on a duplicate. Its conversations, channels and tags move to this contact.

See Merging Contacts.

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Inbox › contact details panel › merge suggestion › View

The "Possible duplicates" dialog listing one duplicate contact with the same phone number, its details, and the Merge here button.

File: screenshots/contact-details-panel-merge.png

#How to use the other sections

• Attachments: search files with Search attachments, see whether each was Received or Sent by a teammate, and preview or download it.
• Activities: choose Last 7 days, Last 30 days, Last 90 days or All Time to see what happened with this contact.
• Deals: see the contact's deals or create one from the conversation. See Deals.
• Projects & tasks: create a follow-up task, prefilled with Follow up with the contact's name.
• Tickets: see linked tickets or create one from the conversation. See Creating and Working Tickets.
• Company: see the linked company's fields and lifecycle, edit them, or click Open to go to the company. If none is linked, click Link a company.
• Connected apps: see the contact's record in apps such as HubSpot or Shopify.

#How to add a new contact from the Inbox

Click New contact in the conversation list header, fill in the contact's details and click Create. Use it to add someone before they message you.

#Use the panel on your phone

On a phone, tap the contact's name in the conversation header. The panel opens as a sheet with tabs such as Details, Activity, Files, Deals, Tasks, Tickets, Calendar and Company.

#FAQ and troubleshooting

#Why can't I edit the contact's fields?

Your role can view contacts but not manage them. Ask an Owner or Admin to change your role.

#Why are the phone number and email hidden?

Your role doesn't include permission to see personal details. The values show as partly hidden.

#Why don't I see the Deals or Tickets icons?

They appear only when your plan includes deals or tickets and your role can view them.

#A field I created isn't in the panel. Where is it?

Check Hidden contact fields at the bottom of the fields. Fields set to always hide appear there, and so do fields set to show only when they have a value, while they're empty. A field can also be switched off for the Inbox panel in Settings › Contact fields, in which case it only shows on the contact page.

#What's next?

• Contact Profile
• Contact Fields
• Merging Contacts
• Tags