Contact Profile
What it is
The contact profile (CRM card) sits next to the conversation. It shows who you are talking to and the data your team stores for that person: name, contacts, status, and custom fields.
What you usually see
| Block | Examples |
|---|---|
| Identity | Name, avatar, platform user id / chat id |
| Contacts | Phone, email, username / login |
| Status | Active, blocked, etc. |
| Project | Bot or widget the chat belongs to |
| Tags | Labels for campaigns or segments |
Exact fields depend on your profile field settings and the channel (Telegram usernames, widget guests, email addresses…).
Editing information
With the User edit permission (or as owner):
- Open the field in the CRM card.
- Change name, phone, email, or other allowed values.
- Save — the update is stored for this contact across chats.
Do not put secrets in profile fields. Notes are better for internal comments (see Chat Activity and CRM).
Configuring which fields are shown
Account owners can open profile fields settings for Chats:
- Choose which fields appear in the CRM panel.
- Order fields so the most useful ones are on top.
- Keep the card short for managers — hide rarely used data.
This is shared for the team: everyone sees the same layout after you save.
Linked context
When available, the profile may surface:
- Links to the bot or widget settings
- Channel-specific identifiers
- Ban / block state that affects whether the user can write again
Tips
Standardize names (first name + last name) so search works well.
Fill phone/email when the customer shares them — later filters and mailings rely on this.
Use tags for “VIP” or “refund” instead of stuffing long text into the name field.