Let your assistant save customers' contact details

Turn it on

The assistant can also fill in a customer's contact details when the customer shares them. In the gear panel on the CRM page, admins tick the details it may record under Contact details the assistant records: First name, Last name, Email, Phone, Instagram, Timezone. None is ticked until an admin turns it on. The checkboxes become editable once the saved settings finish loading. If loading fails, reopen the gear panel to try again. Each change saves automatically, and the checkboxes stay disabled while it saves. The Consultant can propose this change too; the proposal card shows it as Contact details the assistant records.

The assistant saves an enabled detail when the customer has none on file, and updates a detail it saved earlier when the customer gives a new one. The new value takes effect immediately, with no approval needed.
A detail a team member or your integration entered stays as it is, even when the customer gives a different one in chat. To let the assistant replace those too, tick Let the assistant replace details your team entered below the checkboxes. Details saved before the assistant tracked who entered them count as entered by your team.
A phone number is saved with its country code. When a WhatsApp customer gives a number without one, it is read as a number in their WhatsApp number's country.
First and last names are the ones your WhatsApp templates use for the customer's name. A template that needs a name skips customers who have none (see scheduled-messages), so letting the assistant save names fills those gaps.
The time zone is saved when the customer says where they are, and scheduled messages set to the recipient's local time then follow it.
An Instagram detail is saved as the username, whether the customer writes @name or a link to their profile.
A phone number or Instagram username saved this way is a note on the customer. It does not let you or the assistant message them on that number or account, and it never links them to another customer.

In the Address book, a customer's names, email, contact phone and Instagram are editable, and details the assistant saved read Set by assistant. The time zone is set from the contact panel in the inbox. The displayed customer name uses first and last names when available, then the name saved in your WhatsApp address book, then the customer’s own channel profile name.

Notifications and webhooks

When the assistant saves a contact detail, open CRM pages update straight away, and your customer.updated webhook fires if you have one set up (see outbound-webhooks). A detail it leaves as it is, or an identical value, sends no update notification.

In the Simulator, contact changes and suggestions stay in the simulation. They do not change the real customer's details or send update notifications.

The assistant can also fill custom columns on the CRM page (see assistant-filled-columns).