Contact info
Copy phone numbers, edit names, apply contact labels, add internal notes, and block customers.
Open Contact info beside a conversation to keep customer details and team context together. Labels and internal notes belong to the contact and are shared across that contact's conversations in your workspace.
Open the panel
Who can do this: the owner or members whose role includes viewing contacts and accessing the conversation.
Select the contact's name in the conversation header, or choose Contact info from Conversation actions. The panel shows the contact's name, phone number when available, channel, and when the contact was created.
Use Copy phone number (1) to copy the displayed number. Use Edit name (2) to set the name your workspace uses.
Edit the name
Who can do this: the owner or members whose role includes viewing and editing contacts.
Start editing
Select Edit name (2).
Save your name
Enter a name in Contact name, up to 100 characters. Press Enter to save, or Esc to cancel. Leave it empty and press Enter to use the customer's WhatsApp name again.
Your saved workspace name takes priority over the customer's WhatsApp profile name.
Apply contact labels
Who can do this: the owner or members whose role includes sending messages, with access to this panel.
Under Labels, select Add label. Use Search labels to find a label and select it to apply it. Selecting an applied label again removes it. You can also use the remove control on a label chip.
A contact can have up to 20 labels. Remove one before adding another at that limit. Labels appear on every conversation of the same contact.
Create or edit the shared label library on the Labels page. Use labels in the Inbox filter.
Add internal notes
Who can do this: members with sending permission can add notes and edit or delete their own notes. The owner or members whose role includes managing contact notes can edit or delete anyone's notes.
Open Notes
Scroll to Notes, or select the notes icon in the conversation header to open the panel at the notes section. Its label includes the note count when notes are present.
Add context for your team
Type in Add a note (1), then select Add note (2). Notes appear newest first with their author and creation time.
Update a note
Use Edit note and Save when you have access. To remove a note, use Delete note, then confirm with Delete note. Edited notes show an edited indicator. Use Load more to view older notes.
Notes are internal. Customers never see them. They are shared with workspace members who can access the contact's notes.
Block or unblock a WhatsApp contact
Who can do this: the owner or members whose role includes blocking and unblocking WhatsApp customers.
Open blocking
In Contact info or Conversation actions, choose the block action named for the contact. Read the confirmation.
Confirm the block
Select Block. The contact cannot message this WhatsApp phone number, and your team cannot message them. They are not notified.
Unblock when needed
Choose the unblock action named for the contact. This sends the unblock request directly.
WhatsApp only lets you block someone who messaged your business in the last 24 hours. The customer's phone number must be available. Only WhatsApp conversations support blocking.
Troubleshooting
If contact details cannot load, select Try again. An access message means the owner needs to check your contact permissions.
If a block or unblock fails, read the error. WhatsApp may reject the request, or the phone number may be unavailable. Changes made directly in WhatsApp Manager or another app are not automatically synced into this panel.
Next, assign or resolve the conversation or reply to the customer.