Contact Details

From the inbox, you can access detailed information about each contact, including their profile, conversation history, and verification status.

Accessing Contact Details

From an open conversation:

1. Click the contact name in the conversation header
2. Or click the View Contact button
3. The contact details page opens

Contact Profile

Basic Information

Field	Description
Name	Contact's full name
Email	Email address
Phone	Phone number
Source	How they first contacted you
Created	When the contact was added

Channel Identifiers

Shows identifiers from each channel:

• WhatsApp phone number
• Telegram username/ID
• Web widget session
• Custom API identifiers

Contact Tabs

The contact details page has several tabs:

Details Tab

View and edit basic contact information:

• Name, email, phone
• Tags and labels
• Notes
• Source information

Custom Attributes

Additional data collected about the contact:

Attribute	Example
Budget	"$500,000 - $750,000"
Preferred Location	"Downtown"
Timeline	"3-6 months"
Property Type	"2BR Apartment"

These attributes are collected by your AI agent during conversations.

Conversations Tab

View all conversations with this contact:

• Conversation history across all channels
• Date and channel for each conversation
• Quick access to open any conversation

Verification Tab

If identity verification is enabled:

Field	Description
Status	Not started, Pending, Approved, Declined
Verification Link	Link to send to customer
Document Type	Passport, ID card, etc.
Country	Document issuing country
Verification Date	When verified

See Contact Verification for details.

Reservations Tab

If the contact has made reservations:

• Property/unit reserved
• Reservation date
• Payment status
• Reservation details

Tags and Labels

Organize contacts with tags:

Adding Tags

1. In the Details tab, find Tags section
2. Click Add Tag
3. Enter a tag name or select existing
4. Tags are saved automatically

Common Tags

Tag	Use Case
hot-lead	High-priority prospect
returning-customer	Previous buyer
needs-followup	Requires attention
vip	VIP customer

Notes

Add internal notes about the contact:

1. Find the Notes section
2. Click Add Note
3. Enter your note
4. Click Save

Notes are visible only to your team, not the customer.

Editing Contact Information

Update Basic Info

1. Click Edit on the contact profile
2. Modify the fields
3. Click Save

Merge Contacts

If a customer has multiple contact records:

1. Identify the duplicate contacts
2. Use Chatwoot's merge feature
3. Select which information to keep

Quick Actions

From the contact details page:

Action	Description
View Conversations	Jump to all conversations
Create Payment Link	Generate Stripe payment (if enabled)
Send Verification Link	Start identity verification
Export	Download contact data

Contact Lifecycle

Contacts progress through stages:

New → Contacted → Qualified → Engaged → Customer

Understanding Stages

Stage	Description
New	Just added, no interaction yet
Contacted	First message received
Qualified	Key information collected
Engaged	Active ongoing conversation
Customer	Completed transaction

Your AI agent automatically updates stages based on conversation progress.

Linking to External Systems

Contact IDs can be used for:

• CRM integrations
• Analytics tracking
• Custom workflows
• API integrations

Each contact has:

• Panel Contact ID (PropPilot's internal UUID)
• Chatwoot Contact ID (for Chatwoot integrations)

Privacy and Data

Customer Data

• Contact data is stored securely
• Only your organization can access it
• Data is isolated by tenant

Deletion

To delete a contact:

1. Open contact details
2. Click Delete (requires Admin/Owner role)
3. Confirm deletion

Permanent Action

Deleting a contact removes all their data including conversation history. This cannot be undone.

What's Next?

Learn more about managing your contact list:

Managing Contacts →