Why it matters
Contacts are the foundation of messaging in Whippy. Every message, campaign, sequence, and personalization relies on accurate contact data and shared internal context. Editing a contact correctly ensures messages are delivered, workflows trigger as expected, and your team has the right information when engaging with a contact.
Contact Notes add critical internal context. They persist across all conversations with a contact and help teammates stay aligned, while remaining completely invisible to the contact.
Key Concepts
Contact: An individual person you communicate with in Whippy. Contacts include core fields (name, phone, email), optional fields (language, default channel), and related data such as tags, lists, and notes.
Contact Profile Panel: A side panel that displays a contact’s details, actions, tags, lists, notes, conversations, campaigns, and sequences.
Contact Note: An internal note added to a contact profile to provide information or context to yourself or teammates. Contact Notes persist across all conversations and channels for the contact and are never visible to the contact.
Tags: Labels applied to contacts to group them, trigger campaigns or sequences, and support segmentation.
Lists: Static groups of contacts, often created manually or via CSV upload. Lists do not update automatically.
Segments: Dynamic groups of contacts built from rules. Segments update automatically when contact data changes.
Default Channel: The preferred channel Whippy will use when sending messages to the contact.
Blocked: A contact-level setting that stops your organization from receiving inbound messages from that contact.
Where You Can Edit a Contact
You can open and edit a contact from three main places in Whippy.
From a conversation
Open the Omnichannel Inbox.
Open a conversation.
Click the contact icon on the right-hand side.
The Contact Profile Panel opens.
This is the fastest option when you are already messaging a contact.
From the Data tab
Open the Data tab.
Select Contacts.
Find the contact and click the Edit icon (pencil with a square).
This is best for structured data updates or bulk review.
From the Contacts tab
Open Contacts.
Click the contact’s name in the table.
The Contact Profile Panel opens.
This is ideal for quick lookups and one-off edits.
Step-by-Step: Edit Contact Details
Open the Contact Profile Panel from any entry point.
In the Details section, click the pencil icon.
Edit any of the following fields as needed:
Name
Phone number
Email address
External ID
Address
Birth date
Default channel
Language
Blocked (set to True to stop inbound messages)
Click Save Contact to apply changes.
Changes take effect immediately and may impact segmentation, campaigns, or sequences.
Step-by-Step: Add and Manage Contact Notes
Contact Notes are added from within a conversation and persist across all conversations for the contact.
Open the Omnichannel Inbox.
Open the conversation with the contact you want to add a note to.
Click the contact icon in the right-hand sidebar.
This opens the Contact Profile Panel.
You can also review other contact information here, such as language and default channel.
Scroll to the Notes section.
Add a contact note
Type your message in the yellow Add note input box.
Click the purple Add note button.
The note is added to the contact profile and will appear in all conversations associated with that contact, including conversations with different users or channels.
View and delete contact notes
Existing notes appear in the Notes section. Each note shows:
The user who added the note.
The note content.
The date and time it was added.
A trashcan icon to delete the note.
Deleted notes are permanently removed and no longer appear across conversations.
Managing Contact Actions and Related Data
From the Contact Profile Panel, you can also:
Take direct actions
Message the contact
Call the contact
Add the contact to a sequence
Add tags
Add notes
Add the contact to lists
Review contact context
Tags currently applied to the contact
Lists the contact belongs to
Active campaigns
Sequences
Past conversations
Attachments and notes
This makes the contact panel a central hub for editing and decision-making.
How Contact Edits Affect Messaging and Automation
Updating contact fields can immediately affect segments.
Adding or removing tags can trigger campaigns or sequences.
Changing the default channel influences how new messages are sent.
Blocking a contact prevents inbound messages but does not delete conversation history.
Contact Notes support internal handoffs and shared context but are never visible to the contact.
Tips and Best Practices
Always verify phone numbers and email addresses to avoid delivery failures.
Use tags for quick grouping instead of creating segments for simple use cases.
Keep contact fields consistent so segments work reliably.
Use Contact Notes for internal context that should persist across conversations.
Avoid placing internal information in messages sent to contacts.
Review blocked contacts periodically to avoid unintended restrictions.
Troubleshooting
Issue | Possible Cause | Fix |
Edit controls not visible | Insufficient permissions | Ask an admin to grant contact edit access |
Changes not saving | Required field missing or invalid format | Complete all required fields and use valid formats |
Still receiving messages after blocking | Block not saved or cached view | Reopen the contact panel and confirm Blocked = True, then refresh |
Contact not behaving as expected in campaigns | Tags or fields changed | Review tags, lists, and segment membership |