Why it matters
Contacts are the foundation of messaging in Whippy. Keeping contact details and internal context up to date ensures messages send correctly, automations behave as expected, and teammates have the information they need when engaging with a contact.
Contact Notes provide persistent internal context. They are fully internal, never visible to the contact, and appear across all conversations the contact is part of, including conversations with different users or across different channels.
Key Concepts
Contact: An individual person you communicate with in Whippy. Contacts store core details, preferences, and related context.
Contact Profile Panel: A right-hand side panel that displays and allows editing of a contact’s details, actions, tags, lists, notes, and activity.
Contact Note: An internal note added to a contact profile to provide context or information to teammates. Contact Notes persist across all conversations for the contact.
Conversation Note: A separate feature used for internal discussion within a single conversation only.
Blocked Status: A setting that prevents inbound messages from a contact without deleting their history.
Step-by-Step: Open a Contact Profile from a Conversation
Open the Omnichannel Inbox.
Open the conversation with the contact.
Click the contact icon in the right-hand sidebar.
The Contact Profile Panel opens, showing details such as language, default channel, tags, lists, notes, and activity.
Step-by-Step: Add and View Contact Notes
Open the Contact Profile Panel from a conversation.
Scroll to the Notes section.
To add a new contact note:
Type your message in the yellow Add note input box.
Click the purple Add note button.
To view existing contact notes:
Review the notes listed in the Notes section.
Each note shows:
The teammate who added the note.
The note content.
The date and time it was added.
A trashcan icon to delete the note.
To delete a contact note:
Click the trashcan icon next to the note you want to remove.
Deleted notes are removed from the contact profile and no longer appear across conversations.
Step-by-Step: Edit Contact Details
From the Inbox, go to a conversation with the Contact that you want to Edit
From the conversation, click the "View Contact" button on the right hand side
Open the Contact Profile Panel.
In the Details section, click the pencil icon.
Edit any of the following fields as needed:
Name
Email
Phone number
External ID
Address
Birth date
Default channel
Language
Blocked status
Click Save Contact to apply changes.
Changes take effect immediately and may impact segments, campaigns, or sequences.
Tips and Best Practices
Use Contact Notes for long-term context that should persist across conversations.
Do not store internal context in messages sent to contacts.
Keep notes concise and factual to support team handoffs.
Review existing notes before adding new ones to avoid duplication.
Double-check contact details before saving to prevent delivery issues.
Troubleshooting
Issue | Possible Cause | Fix |
Cannot edit contact | Insufficient permissions | Ask a Whippy admin to grant contact edit access. |
Contact note not saving | Permission issue or UI not refreshed | Refresh the page and try again. |
Note not visible in another conversation | Viewing a different contact | Confirm the conversation belongs to the same contact. |
Deleted note still visible | Cached view | Refresh the Contact Profile Panel. |