The contact card
Everything about one customer: editable fields, channel info, follow state, notes, history and the delete section.
Last updated: September 30, 2026
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Everything about one customer: editable fields, channel info, follow state, notes, history and the delete section.
Last updated: September 30, 2026
When a customer says "do you remember the price we discussed last month?", you do not want to hunt through five screens for the answer. The contact card gathers everything about that customer on one page: their details, tags, team notes, all their messaging and their automation history. This guide walks through every section and every field on the card.
💡 There are three routes into a contact card: click the name in the Contacts list, press the contact-card link in the right panel of a conversation in the inbox, or open the top-bar search (⌘K / Ctrl+K) and type the name — they appear under the Contacts heading in the results.
In this article you will find:
The person's name sits at the very top of the page. If there is no name, the title falls back in this order: username, phone number, the identifier the channel gave. So if you see a long number in the title, you simply do not have the person's name.
Under the title there is a one-line summary: which channel the person came through and which connected account they wrote to. If you run two Instagram accounts, this line tells you which one it was.
On the right sits the Open conversation button, which goes straight to that person's conversation. It is drawn only if the person actually has a conversation: someone who arrived from an ad and never wrote may not have one yet.
The Details section at the top left of the card carries the fields you can edit by hand. If you have edit permission, they are drawn as a form; if not, the same information appears as a read-only list.
The fields in the form:
The Save button at the bottom saves all of them at once. On success the screen says "Contact saved."
The Language field matters in exactly one place, but it matters a lot there: the contact's language condition in a flow reads it. Language is never detected automatically; you pick it, or a flow action writes it. A wrongly detected language would mean sending a customer a message they cannot read.
⚠️ Note: Saving this form can trigger automations. Adding a tag announces "tag added", removing one announces "tag removed", and changing name, e-mail or phone announces "field changed". If you have a rule listening for those events, saving can send a message to the customer. See Rules.
In the read-only view the Language field is not drawn at all; only name, e-mail, phone and tags are listed.
The Channel info section in the card's right column (below, on a phone) shows system information that cannot be edited by hand:
Comparing those two dates is useful in daily work: if Our last reply is newer than Last message, the ball is in the customer's court.
The Following section is drawn only for Instagram contacts. WhatsApp has no concept of following, and an empty section would make you feel something is missing, so it is left out entirely.
The section shows whether the person follows you, whether you follow them, their follower count, whether the account is verified, and when the information was last checked. Each row says Yes, No or Unknown. Details: Follow state.
The AI profile section reads the person's whole conversation when you press the button and produces a summary, a customer type and a suggested approach. It never runs on its own.
Below it sits a collapsible list called Conversation records: what the AI conversation step collected in each run and what the person asked for accumulates there. Details: The contact's AI profile.
The Notes section holds free-form text your team leaves for each other, and it never reaches the customer. The field's own label says so.
To add a note, type into the text box and press Add note. Notes are listed underneath, each with the date and time it was written. If you have edit permission, every note has a delete button on its right. When there are no notes it says "No notes yet."
Detail and good practice: Contact notes.
The Conversation history section offers two views: Automation sessions and Full history. You switch with tabs, each view has its own paging, and the newest records are on the first page.
The section may not appear on every account: it depends on your plan and your permission. If no automation has ever run for the person, the card does not greet you with an empty tab — it opens the Full history view directly.
Details: Conversation history on the contact card.
The Delete contact section at the bottom of the right column is drawn only for the owner and administrator roles. The button removes the person permanently with all their messages and notes, and asks for confirmation first; the confirmation names the person.
This is not archiving and it cannot be undone. Details: Deleting a contact.
The card falls to a "not found" screen for four reasons, and shows the same text in all four (you cannot even tell whether the card exists):
The card also will not open when the Contacts section is switched off entirely by the access policy.
vip hot becomes a single tag.If the card will not open or a field you expected is missing, see I cannot find a contact in the list or get in touch with our Support team.
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