The (i) button in the strip under a customer’s name opens everything your team knows about that person.
- Open a conversation and press (i). The panel opens on the right.
- At the top: the photo (click it to see it large), the name, the channel and the status. On Instagram, Show followers & verification asks Instagram for the follower count and badges. On WhatsApp: Copy number, Call and WhatsApp.
- AI summary — a short summary with a to-do list, written once the conversation has something to summarise. Click a to-do to tick it off.
- Customer profile — conversations, messages, how long they have waited and since when you know them; when known, who is assigned, first reply time, language and category.
- Tags — press + add, type a tag and press Enter. × removes one.
- Internal notes — write in Add a private note (visible only to your team)… and press Add note. Pin a note to keep it on top, or delete it.
- Other conversations lists earlier conversations with the same person — click one to open it. Activity log shows assignments, status changes and notes.
- The star at the top marks the customer as VIP.
Good to know
- Tags and VIP belong to the customer, not only this conversation. Tags are saved in lower case, with hyphens instead of spaces.
- Notes from all conversations with this person appear here, with the channel’s name. They never reach the customer.
- WhatsApp shares no profile photo. Instagram shares a profile only after the person has written to you.
- Open in Instagram / Messenger / WhatsApp at the bottom opens the chat on the platform.