# The details panel beside a conversation

Click the person icon at the right edge of a conversation to open the **Contact** panel; **×** closes it. Expand a section with **+**, and drag sections up or down to put your favourites first.

![The details panel beside a conversation](../../.gitbook/assets/guides/conversation-details-panel.jpg){ width="320" }

## The contact card

![The contact card with its four action icons](../../.gitbook/assets/guides/contact-panel-card.jpg){ width="320" }

Name, **Email Address**, **Phone number** (each with a copy icon) and **Company**. The info icon shows more details; the arrow opens the full profile. The four icons are:

* **New message** starts a fresh conversation with this person on one of your inboxes.
* **Edit** opens the contact form.
* **Merge contact** folds this contact into another one, for example the same customer who wrote from two numbers. See [Viewing and editing a contact](/contacts/viewing-and-editing-a-contact).
* **Delete** removes the contact. Administrators only.

Accounts with a voice inbox also get **Call**.

## Conversation Actions

![Conversation Actions expanded](../../.gitbook/assets/guides/contact-panel-actions.jpg){ width="320" }

* **Assigned Agent**: pick a teammate, or click **Assign to me**.
* **Assigned Team**: route to a team such as Sales. Pick **None** to clear it.
* **Priority**: **None**, **Urgent**, **High**, **Medium** or **Low**.
* **Conversation Labels**: **Add Labels** to tick labels, or type a new name and choose **Create new label**. These label the conversation; the contact's own labels live on the contact page.

See [Assigning conversations to agents and teams](/conversations/assigning-conversations) and [Labels, priority and status](/conversations/labels-priority-and-status).

## Conversation participants

![Conversation participants](../../.gitbook/assets/guides/contact-panel-participants.jpg){ width="320" }

Teammates following this chat besides the assignee. The gear icon (**Select participants**) adds someone; **Join conversation** adds you. They see the chat in their **Participating** folder.

## Macros

Your saved macros: **Execute** runs one on this chat, **Preview Macro** shows its steps first. Set them up under **Settings → Macros**. See [Canned responses, macros and bots](/settings/canned-responses-macros-and-bots).

## Conversation Information

Where and when the chat started (**Initiated from**, **Initiated at**); for website chats the **Browser**, **Operating System** and **IP Address**; for customers from a Facebook or Instagram ad, **Came from**, **Ad headline** and **Ad link**.

## Contact Attributes

Your contact custom attributes and this person's values. Click a value to change it. See [Custom attributes and notes](/contacts/custom-attributes-and-notes).

## Contact Notes

![Contact Notes](../../.gitbook/assets/guides/contact-panel-notes.jpg){ width="320" }

Notes about the person, shown on every conversation with them. Click **Add contact note**, type, and click **Save note**.

## Attachments

Files from this chat, split into **Media** and **Files**: **View all**, **Jump to message** or **Download file**.

## Previous Conversations

Every other conversation with this contact, newest first. See [Seeing a customer's history across channels](/conversations/customer-history-across-channels).

## Sections that appear when a feature is on

* **AI Reply Score**: when AI Monitoring scores your team's replies, the latest score out of 5 with its reason. See [Agent Reply Quality report](/reports/agent-reply-quality).
* **Shopify Orders**: the customer's recent orders when your store is connected. See [Connecting Shopify](/settings/connecting-shopify).
* **Upcoming appointment**: who the booking is with, when, and the meeting link. See [Booking pages and the Schedule view](/calendar/booking-pages-and-the-schedule-view).

## Related

* [Everything you can do in a conversation](/conversations/conversation-actions)
* [Managing Conversations](/conversations/managing-conversations)
* [Viewing and editing a contact](/contacts/viewing-and-editing-a-contact)

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Source: https://help.mampuai.com/conversations/contact-panel