Contact Profiles and Conversation History

Contact Profiles and Conversation History

Every contact in HelpKit has a rich profile that aggregates all their data, conversations, and activity in one place.

Opening a Contact Profile

You can access a contact profile from:

•Contacts list → Click on any contact name

•Inbox → Click the contact name in the right panel while in a conversation

•Search (⌘K) → Type a name or phone number

What's in a Contact Profile

#### Basic Information

•Name — WhatsApp display name (editable)

•Phone number — Primary identifier

•Email — Optional, manually added

•Profile photo — Pulled from WhatsApp

•Language — Auto-detected from messages

#### CRM Fields

•Tags — All applied labels

•Assigned agent — Current or last agent

•Custom fields — Any fields you've configured

•Notes — Internal team notes (not visible to contact)

#### Activity Timeline The timeline shows chronological activity:

•Messages sent and received

•Tags added/removed

•Agent assignments

•Chatbot flows triggered

•Campaign messages received

Full Conversation History

Scroll through every message ever exchanged with this contact. Use the search bar within the conversation to find specific messages.

Adding Internal Notes

Team notes are private — the contact never sees them. Use notes for:

•"Customer is on Pro plan — handle with priority"

•"Requested callback on Tuesday afternoon"

•"Issue escalated to tech team on [date]"

Add notes from the right panel in any conversation or from the contact profile.

Merging Duplicate Contacts

If a contact messages from two numbers:

1.Open either contact

2.Click ⋮ Actions → Merge Contact

3.Search for the duplicate and confirm merge

All conversation history is merged into the primary contact.