Client Details
Maintain customer context without leaving the conversation.
Click the client name or avatar in the conversation header to open the client details panel. This action requires permission to manage client details.
Available Context
The panel can show:
- client name and identifier;
- chat status and start date;
- phone or external channel identifier;
- internal comment;
- visible custom fields;
- assigned tags.
Edit Comments and Custom Fields
- Open client details.
- Click the edit icon.
- Update the comment or allowed custom fields.
- Click the save icon.
Custom field controls match their type: text input, number input, or a configured selection list.
For operators, fields marked as hidden are not shown and fields marked as non-editable remain read-only. Managers can access fields according to their permissions.
See Custom Fields for workspace configuration.
Manage Tags
Use Manage Tags to add or remove labels from the client. Tags update the context used by inbox filters, bulk operations, and automation triggers.
If no tags are available, create them in Settings -> Tags.
Change Conversation Handling
| Action | Result |
|---|---|
| Set manual status | Moves the chat into manual handling. |
| Reset conversation | Resets the current conversation state so the workflow can start cleanly. |
Use reset carefully because it affects the active conversation state, not just the visible panel.