Inbox: Contact Details Panel

How do I open the panel?

Open the Inbox and open a conversation. Two controls in the conversation header lead to the panel:

1. Contact — the button in the top right.
2. The contact's name — top left in the header, clickable.

The panel opens to the right of the message history. The × in its top right closes it again and the conversation stays where it was. For the rest of the chat window — the message history, the composer, the event markers — see Inbox: Conversation view.

What is in Basic information?

The first section holds the contact's own details:

• First name, Last name and WhatsApp name — the last of these is the name the contact themselves uses on WhatsApp, which is often not the name in your shop.
• Phone number, Email and Location.
• Last activity and Created on.
• Opt-in Level and RFM — both as coloured badges, the same ones the contact list uses.
• Custom property — any extra fields your account defines.

Opt-in Level is the one worth reading before you type. It tells you what you are permitted to send this person, and it is not something you set here — see opt-in levels: how subscribing and unsubscribing works.

What does the Shopify section show?

Shopify information is the part of the panel that makes support answerable in one screen. It is static — it reports what your shop knows, you do not edit it here — and it carries four entries:

• Shopify profile — an Open profile link that takes you straight to the customer in Shopify.
• Last placed order — the date of the most recent order.
• Order count — how many orders in total.
• Revenue — what this contact has spent.

“Where is my order?” is answerable from the panel; anything deeper is one click away in Shopify. The data arrives through the shop connection described in Settings: Shopify Integration, so an account without a connected shop shows nothing here.

Can I see and add labels from the Inbox?

Yes. The Labels section lists every label assigned to the contact, and Add label attaches another one while you are in the conversation. That is the natural moment for it: what you just learned from the chat is exactly what a label is for. How labels work explains what they then do elsewhere in Keaz.

Which segments is this contact in?

The Segments section lists every segment the contact currently belongs to. It is a read-out of your segment conditions from the contact's side, which makes it a quick way to understand why someone received a particular campaign. To change what those segments contain, work in the Segment Builder instead.

Where do I leave an internal note?

The Comments section, with its Comment button, is for notes about the contact rather than messages to them. Nothing written there goes over WhatsApp. Use it for the context the next person will need — a promised replacement, a preference, a reason this customer is handled differently.

What does the Activity feed show?

Activity is a chronological feed of what this contact has done in Keaz — entries such as Placed order, Flow, Contact joined Segment and Opened conversation. Read alongside the live conversation it explains the message you are looking at: an automated message the contact is reacting to appears in the feed, so you can see what they received before they wrote.

How do I delete a contact from here?

Delete contact sits at the bottom of the panel and removes the contact permanently. Treat it as the last step of a deletion request rather than a way to tidy the Inbox — to take someone out of your sends, the opt-in level is the mechanism, not deletion.

How is the panel different from the full contact card?

They show the same contact record in two places, for two situations. The panel is for while you are replying: it opens beside the chat and closes again without moving you. The full contact card is where you go when the contact is the subject rather than the conversation, and you reach it from the contact list — see Contacts: Overview.

Why does this sit in the Inbox at all?

Because the alternative is answering a customer with a browser tab open on your shop admin and no record of what was said last time. Keeping order history, labels, segments and notes beside the conversation is a property of a shared, API-based inbox rather than of the WhatsApp Business app; our comparison of WhatsApp Business with multiple users: app vs. API sets out what each of the two can and cannot do.