A contact's profile is where the team sees everything known about one person: who they are, what you have noted about them, and every request and chat they have had with you. Open it by clicking a contact on the Contacts page.
The identity header
The top of the page shows the contact's name and email, plus four facts: First seen, Last seen, Inbox (number of support requests), and Chats (number of AI chat sessions).
If a lead and a verified user share an email address, a "Possible same person" banner appears here too. See Merge a lead into a verified contact.
Details and custom fields
The Details panel lists Name, Email, Phone, and any custom fields. To change them:
- Click Edit.
- Update Name or Phone. The email address is shown but cannot be edited; it is the contact's identity.
- Under Custom fields, click Add field and give it a Field name and a Value, for example "Plan" and "Enterprise". Remove a field with the bin icon on its row.
- Click Save.
Custom fields are free-form per contact, so use them for anything specific to your business that the built-in fields do not cover.
Notes
The Notes panel holds internal notes only your team can see. They are separate from the internal notes on a specific conversation in the inbox, so use them for things about the person rather than a single request.
- Type in Add an internal note and click Add note. Each note shows its author and timestamp.
- To delete a note, click the bin icon on it and confirm in the Delete note dialog. Deletion is permanent.
History
Two panels on the right list the contact's activity:
- Inbox requests: every support request from this contact, showing a preview of the question, its current status, the reply count, and the date. Click one to open the conversation in the inbox.
- AI chats: every AI chat session, showing where it started (chat widget or help center), the message count, and the date. Click a session to expand its summary: Source, Messages, Started, Last activity, and Identified as when the visitor was identified.