Manage contact details

The contact details panel brings the selected contact's profile, tags, owner, notes, and comment history together beside the conversation. Press P to show or hide it.

Profile summary

The fields available depend on the contact’s channel and on data returned by that channel.

A field that is blank or absent usually means the source did not provide it. Select an available profile or external link to open it in a new tab.

Manage tags

Use Contact Tags to organize the contact and control tag-based Inbox filters, reports, and workflows.

To add or remove an existing tag:

1. Select Add Tags, or press T while the contact details panel is open.

2. Search for the tag.

3. Select an unchecked tag to add it, or select a checked tag to remove it.

Create a tag

Administrators can create and assign a tag without leaving the contact:

1. Select Add Tags.

2. Enter a unique tag name.

3. Select Create new tag "Your tag name".

The new tag is added to the contact immediately and becomes available throughout the workspace. Administrators can maintain the complete tag list under Settings → Tags.

Assign a plan

An assigned plan appears in the contact's profile summary. When you add the configured primary (Closed Won) tag, Winly requires you to select a plan before it applies that tag.

1. Add the configured primary tag from Contact Tags.

2. In the dialog that opens, select the correct plan.

3. Click Save.

Closing the prompt without selecting a plan cancels the primary tag change.

The available names and amounts are maintained under Create and manage plans. Changes to that catalog do not rewrite plans already stored on existing contacts.

Assign an owner

Open Contact Owner or press O and select an owner. The new owner is saved immediately.

Let Autopilot handle a conversation

If you want Autopilot to handle the conversation for a human-owned contact, use Let Autopilot handle this conversation option below the owner selector:

1. Select On to let Autopilot respond without changing the current owner.

2. Wait for the confirmation that Autopilot is handling the conversation.

3. Select Off when Autopilot should stop handling it. The human owner remains unchanged.

This option appears only when Autopilot is enabled for the account and a human owns the contact.

While Autopilot is handling the conversation, the normal composer is replaced by a Takeover button. See Control Autopilot handling and take over a conversation before responding manually.

Compare AI Notes and Human Notes

Press N to focus the editable note. You can apply bold, italic, or strikethrough formatting to selected text.

Review Comment History

For eligible Instagram or Facebook contacts, expand Comment History to inspect parent comments and their replies. You can also open this section from a comment message. See Handle Comments for public and private response rules.

Change status or use administrative actions

Understand access differences