The customer panel
Use the panel beside a conversation to see who the customer is, their custom fields and external profile, carts and orders, conversation details and where the conversation came from.
The customer panel on the right of the Inbox shows everything you need to know about the person you're talking to, without leaving the conversation.
To show or hide it, click Show customer details or Hide customer details at the right end of the conversation header, or press I. On a phone-width screen, tap Customer details in the header.
The panel is made of sections. Click a section's heading to fold it away or open it again. The app remembers which sections you keep open, in this browser.
Contact info
The contact's basic details, read-only here:
- Name, Phone (their WhatsApp number) and Email (if your contacts have an email field).
- Marketing opt-in: their consent state.
- Owner: who holds this conversation (see Take, give back and hand over conversations).
- Tags: their contact tags. Members who can edit contacts can click Add tag to tag the contact. These are contact tags, used for segments and campaigns, not conversation tags.
- Stage and Last seen.
To change any of these, click Open the contact record. See Contacts overview.
Stop campaign messages
If a customer asks not to receive campaign messages, click Stop campaign messages in this section to record a campaign opt-out for them. This is separate from the consent record above. Owners, Admins and Marketing Managers can record an opt-out. Other roles see who to ask. See Opt-outs and consent.
Note: Members without permission to read contacts see only the name and number, with "Your role cannot read contact details."
Additional details
The contact's custom fields, for example city or customer ID. If there are none, click Manage contact fields to set them up. See Fields and tags.
External profile
If your organisation has connected Contact lookup, this section also shows what your own system (for example your CRM) says about the customer, as label and value rows. Some values may be links.
- While the lookup runs, you'll see "Looking this contact up…".
- The section says how recently the profile was updated, and marks it "over a day old" when it is.
- To fetch it again, click Refresh the external profile. If it was looked up less than a minute ago, you'll be asked to try again shortly.
- If your system didn't answer, you'll see "Your system did not answer in time" or "The lookup failed", with Retry. The last good details stay visible.
Up to three of these fields can also appear in the conversation header. If contact lookup isn't set up, this section doesn't appear.
AI copilot
Summaries, intent, suggested replies, translation and knowledge search for this conversation. See AI copilot.
Commerce
If the customer has sent a cart from your catalog, or you have orders for them, they appear here:
- A Cart shows the items and total. Click Accept the cart to turn it into an order.
- Each order shows its status and actions, such as Send a payment link, Mark fulfilled, Mark refunded and Cancel the order.
If there's nothing yet, the section says "No cart or order in this conversation yet." For the full details, see Orders.
Conversation
Facts about this conversation:
| Row | What it shows |
|---|---|
| Number | Your business number the conversation came in on |
| Opened | When the conversation opened |
| Status | Open, Resolved or Closed, with who marked it resolved and when |
| First reply | The first-response timer, if your organisation has response targets. It can show time left, time over, or Paused outside business hours. |
| Queue | The queue and department it's waiting in, if routing has placed it in one |
Under Earlier conversations you'll find this customer's previous conversations, by date and state. Click one to open it. If this is the first one, it says "This is the first thread with this customer."
Conversation tags and internal notes
The last two sections hold the conversation's tags and your team's notes. See Conversation tags and Internal notes.
Where the conversation came from
The conversation header shows the conversation's source, decided when the customer first wrote:
| Source | Meaning |
|---|---|
| Ad | A Click-to-WhatsApp ad |
| Post | A Click-to-WhatsApp post |
| Link | One of your tracked WhatsApp links |
| Campaign | One of your campaigns: the customer replied to it, or wrote within 72 hours of it being sent |
| Organic | No ad, link or campaign brought this conversation |
Point at the source to see more, such as which ad or link and when it was attributed. Before the customer has written, it says No source yet.
From More actions in the header, you can also Mark as lead or Mark as converted, optionally with a value. See Leads and attribution and WhatsApp links.
Related
Still need help?
Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.