Why it matters
Editing contact details from a conversation allows you to maintain accurate and complete customer information without leaving the Inbox. It ensures your team always has up-to-date records for personalized communication and efficient contact management.
Key Concepts
Contact Profile Panel: A side panel that displays all information related to a contact, including personal details, communication preferences, and activity links.
Details Section: The editable portion of the contact profile that contains fields like name, phone number, email, and more.
Blocked Status: Indicates whether your organization has blocked the contact from receiving messages.
Step-by-Step: Edit a Contact Profile from a Conversation
Navigate to your Omnichannel Inbox.
Click this link to go directly to your Inbox.
Open a conversation.
Select the conversation with the contact whose profile you want to update.
Open the Contact Profile panel.
In the conversation view, click View Contact.
A side panel will open on the right side of your screen, displaying the contact’s current details — such as name, phone number, email address, and other key information.
View and manage contact actions.
From this side panel, you can:
Call the contact directly.
Add the contact to a sequence.
Add tags, notes, or list associations.
View active campaigns or past conversations linked to this contact.
Edit contact details.
Click the pencil icon in the Details section.
This opens the editable form where you can update the contact’s information.
Update the desired fields.
You can edit or add the following:
Name
Email
Phone number
External ID
Address
Birth date
Default channel
Language
Blocked status (set to True if you wish to block the contact from receiving messages)
Save your changes.
After updating the information, click Save Contact to apply your edits.
Tips and Best Practices
Keep contact profiles up to date to improve automation accuracy and personalization in messaging.
Use tags and lists to categorize contacts for easier segmentation.
Add notes to record important context or conversation history.
Review and confirm the Blocked setting before saving to avoid unintended message restrictions.
When updating phone numbers or emails, double-check for typos — incorrect information can prevent message delivery.
Troubleshooting
Issue | Possible Cause | Fix |
Cannot edit contact | Insufficient permissions | Contact your Whippy admin to confirm you have editing rights. |
Changes not saving | Missing required fields | Ensure all required fields (e.g., phone number) are complete before saving. |
Blocked contacts still visible in sequences | Block status not updated correctly | Reopen the contact profile and verify that Blocked = True is selected. |
Incorrect details appearing | Cached data or sync delay | Refresh the page or re-open the conversation to load updated information. |