Contact Profile View
Each contact profile displays:- Contact ID - Unique identifier displayed in breadcrumb navigation
- Anonymous badge - Shown when no identifying attributes are populated
- Last updated timestamp - When contact attributes were last modified
- Raw insights access - Button to view all unstructured insights collected
Contact Attributes
The contact attributes interface enables businesses to:- View all defined attributes - Display both custom and default attribute fields
- Edit attribute values - Update structured data fields directly
- Track attribute timestamps - See when each attribute was last updated
- Identify attribute sources - Distinguish between AI-inferred and manually-entered data
- Support multiple input types - Handle text inputs and text areas (up to 10,000 characters)
- Auto-populate from conversations - Attributes can be automatically extracted from chats
- Manage localized attributes - Display attribute names in English or French based on user locale
Attribute Modes
Each attribute can operate in two modes:AI-Inferred Mode
- Attributes are automatically extracted from conversation context
- Values populate based on AI analysis of chat content
- Requires “Sync” operation to extract latest conversation data
- Updates automatically when new relevant information is detected
Manual Mode
- Attributes must be manually entered by team members
- Values are not automatically extracted from conversations
- Provides control over data entry for sensitive or specific fields
- Prevents AI from overwriting manual entries
Attribute Actions
Businesses can:- Save changes - Update all modified attribute values simultaneously
- Sync attributes - Trigger AI extraction of attributes from conversation history
- Manage attribute definitions - Access attribute configuration interface
- Switch attribute modes - Toggle between AI-inferred and manual for each attribute
- View unsaved changes - Indicator shows when modifications haven’t been saved
Attribute Examples and Placeholders
Each attribute displays:- Localized name - Attribute name in user’s selected language
- Example values - Placeholder text showing expected input format
- Current value - Populated data from conversations or manual entry
- Last modified timestamp - Relative time since last update
Blocking Contacts
Teams can block individual contacts to manage unwanted interactions or prevent abuse. Blocking a contact is a single-click action available directly from the contact’s profile.What Happens When a Contact Is Blocked
- Agent responses are disabled - Your agent stops responding to the blocked contact across all connected channels
- Messages are still recorded - Incoming messages from blocked contacts continue to be saved for audit and compliance purposes
- Profile remains accessible - The contact’s profile, attributes, and conversation history are fully preserved
- Takes effect immediately - Blocking applies as soon as the action is confirmed