Right Panel & Expandable Sidebar in Conversations

Contact Information

Where to Find Contact Information

When you open a conversation, you can find the contact’s information on the right-hand side of the page. This area provides key details such as the contact’s name, phone number, and email address. It also gives you access to additional elements like tags, Do Not Disturb (DND) settings, active campaigns or workflows, and opportunities.

Contact Icon

To view all available contact details, including form or survey submissions and notes, click the circular icon at the top of the contact card located on the right-hand side of the page. This action will redirect you to a new page, where you can explore all client details and add extra information fields as needed.

Viewing and Editing Contact Information

To view or update a client’s details, navigate to the right side of your conversation page. Here, you will see the customer's name, phone number, and email address. To edit any field, simply click on it. Additionally, you can assign the contact to a specific team member by clicking "Assign to" under their name and selecting the appropriate person from the dropdown menu.

Adding or Editing Tags

To add tags to a customer’s details, click on “Add Tags” below the customer’s email on the right side of your screen. Start typing the desired tag, and if it already exists, it will appear in a dropdown list. If the tag doesn’t exist, you can create it by clicking the plus icon next to the tag name.

Configuring Do Not Disturb (DND)

To configure the Do Not Disturb settings for a contact, click the blue "Configure" button located beneath DND on the right side of the page. You can opt to block all communication channels or select specific ones that the client prefers not to use. The DND list will prevent any further communications from being sent to this contact, even if instructed otherwise by the CRM. To resume communication, simply disable the DND setting.

Workflows & Campaigns

You can review the workflows and campaigns that the contact is currently part of under the Active Campaigns/Workflows section. If the contact isn’t involved in any campaigns or workflows, this area will be empty. To add the contact to a new workflow or campaign, click the “+ Add” button. A popup will appear where you can enter the necessary details.

Contact Actions

During a conversation, you can perform several actions, such as creating a new opportunity for the contact or scheduling an appointment.

Viewing Current and Past Opportunities

You can see both current and previous opportunities for a contact under the Opportunities section of the contact card, beneath Active Campaigns/Workflows. This feature helps you track where your customer is within your pipeline. To edit a current opportunity, click the pencil icon. This will open a popup where you can review and update the opportunity details. If you wish to remove an opportunity, click the red Delete button at the bottom left of the Edit Opportunity popup.

Creating a New Opportunity

To create a new opportunity for a contact, click the "Create Opportunity" button at the bottom of the right side of the page. A popup will appear where you can fill in the details. Start by entering the Opportunity Name, then select a Pipeline and Stage from the respective dropdowns. Choose an opportunity status from the Status dropdown and, if applicable, enter the associated value. Assign the opportunity to a team member using the Owner's dropdown, and specify the opportunity source in the Opportunity Source box. Click the green Add button when you’re done.

Scheduling an Appointment

To book an appointment for a client, click the blue "Book Appointment" button at the bottom of their contact card on the right side of your screen. A popup will appear, allowing you to fill out the necessary details. Start by choosing the team calendar for the appointment, then select the appropriate timezone, date, and time slot. For custom start and end times, click the "Custom" button in the Slot dropdown. Add a title for the meeting, and if needed, include a description or notes by clicking on Show Notes under Appointment Title. You can also select a Calendar Default or Custom location from "+ Additional Preferences". Depending on the selection, choose either Confirmed or Unconfirmed from the Appointment Status dropdown.