The panel on the right of a conversation is the customer's 360 view. It shows who they are, how to reach them, and everything your organisation has exchanged with them, so you don't have to ask twice. Press Alt + O to hide or show it.

The header

The header stays pinned while you scroll. It shows the customer's avatar and name, then a line with their status, main channel and when they were last seen. A green dot means they were seen in the last five minutes; it isn't live presence.

The panel on the right shows who the customer is, with tabs for details, activity and files.

1. 1Identity
2. 2Tabs

• Open contact opens the full contact page. The name links there too. Both need permission to view contacts.
• The history button (Full history) opens every message across all their conversations, newest first, with Load older.
• The merge button (Merge contacts) starts a merge. See below.
• A Possible duplicate chip appears when Natiq thinks another record is the same person.

The three tabs

Details

• Possible duplicates, with a Review button on each.
• Identity: full name, email, phone, external ID and channel IDs. Add or edit values with Add or Edit. Phone numbers are checked for the country you pick. Values the channel linked automatically show as Linked and can't be edited. A value verified by the channel shows Verified.
• Notes: internal notes about this person, "Internal — visible to agents only". They follow the customer across conversations. See Internal notes.
• Lists: the contact lists this person belongs to, with Add to a list.
• Custom attributes: the fields you defined. See Custom attributes.

Editing identity, notes, lists and attribute values needs permission to edit contacts.

Activity

Counts for Conversations, Open, Messages and Campaigns, then their recent conversations grouped as This month and Earlier. Each row shows its status, channel, owner and last activity, and opens that conversation. Under them, Merge history shows contacts merged into or out of this one.

Files

Shared files lists every file exchanged with this person, with the conversation each came from.

Review a possible duplicate

Natiq raises a suggestion when two records share an identity. It says why: for example "added by an agent", "typed by the visitor in web chat" or "verified by the channel".

The review page says why two records may be the same person, which one it would keep, and what you decide.

1. 1Why it was raised
2. 2Record kept
3. 3Merge
4. 4Not the same person

1. Select the Possible duplicate chip, or Review on the Details tab. The review page opens.

2. Read the headline, for example "Sara and Sara K share the same phone number: …".

3. Choose the record to keep. Where both records have a value, pick the one that stays.

4. Select Merge, then confirm. Or select Not the same person to dismiss the suggestion.

You need permission to edit contacts to merge or dismiss. A pair you dismissed is marked as reviewed before if it comes up again.

Merge two contacts yourself

Select Merge contacts in the header. Search for the duplicate by name, phone or email. The page shows the two records, the details you must choose between, and what moves over automatically: identities, channel profiles, conversations, notes and list memberships. Confirm with Merge. A contact can't be merged into itself.

Undo a merge

Merges can be split back. In the Activity tab's Merge history, select Split beside the merge and confirm. The absorbed contact gets its conversations, notes and lists back. A split can be blocked if a newer merge must be split first, if the merge is already split, or if it was recorded before splits existed.

Custom attributesDefine the fields shown on every contact.How the Inbox worksWhere the panel sits in the Inbox.