Contact Details
View and edit contact information from the detail panel in the inbox.
Contact Details
When you select a conversation in the inbox, you can see the associated contact's information in the message panel header. From there you have access to the contact's name, phone number, and relevant details.
Contact header
At the top of each conversation, the header shows:
- Contact name — The WhatsApp profile name or the name you have edited.
- Phone number — The contact's full WhatsApp number (shown below the name if both are available).
If the contact does not have a registered name, only their phone number will be displayed as an identifier.
Information in the conversation list
In the conversation list on the left side of the inbox, each conversation shows:
- Avatar with the contact's initials (first letters of the name, or last two digits of the phone if no name is available).
- Name or number of the contact.
- Preview of the last message.
- Time of the last message.
- Unread counter when there are pending messages.
- Tags assigned to the conversation (up to 3 visible).
Search for contacts in the inbox
The inbox includes a search field that lets you find contacts quickly:
Open the inbox
Navigate to the Inbox section from the sidebar menu.
Use the search field
At the top of the conversation list, type in the search field. You can search by:
- Contact name — Type part of the name (example: "Maria").
- Phone number — Type part of the number (example: "8888").
Results are filtered in real time as you type.
Select the contact
Click on the desired contact's conversation to open their message history.
Conversation toolbar
When you select a conversation, a toolbar appears above the message area with the following management options:
Window indicator
Shows the status of the WhatsApp 24-hour window. This window determines whether you can send free-text messages to the contact.
- Window open — You can send free-text messages.
- Window closed — You can only send approved message templates.
Bot control
A toggle that enables or disables the AI assistant for this specific conversation:
- Enabled — The bot will automatically respond to the contact's messages.
- Disabled — Only human agents can respond.
If an agent replies from the WhatsApp Business app directly (not from Trochai), the bot is automatically paused for that conversation. You can reactivate it from the toolbar.
Conversation status
Allows you to change the conversation status:
| Status | Meaning |
|---|---|
| Open | The conversation needs attention. |
| In progress | An agent is working on it. |
| Closed | The conversation has been resolved. |
When closing a conversation, you will be asked for confirmation. This helps prevent accidental closures.
Assign agent
Allows you to assign the conversation to a specific agent on your team:
Open the agent selector
Click the assignment button in the toolbar.
Select an agent
Choose an agent from the list. Online agents are shown normally, while offline agents are marked with "(offline)".
Confirm the assignment
The assignment is applied immediately. The selected agent will be able to see this conversation in their inbox.
You can also select "Unassigned" to release the conversation so any agent can pick it up.
Tags
Allows you to add tags to the conversation to classify it. Tags are defined at the organization level in settings.
Open the tag manager
Click the Tags button in the toolbar. A menu will appear with current and available tags.
Add or remove tags
- To add: click on a tag from the available list.
- To remove: click the X next to an already assigned tag.
The maximum number of tags per conversation depends on your plan. When you reach the limit, a notice will appear and you won't be able to add more tags until you remove one.
Internal notes
Internal notes let you leave comments that only your team can see. The contact never sees these notes.
Open the notes panel
Click the Notes button in the toolbar. A side panel will open.
Write a note
In the text field, write your note and click Add note.
Review the history
Notes are displayed in reverse chronological order (newest first). Each note shows the author's name, avatar, and date.
Internal notes are useful for:
- Recording details from phone calls with the contact.
- Noting specific preferences or requirements.
- Leaving instructions for other team agents.
- Documenting the reason for closing a conversation.
Human attention needed indicator
When the AI bot detects that a conversation needs human intervention, a prominent banner is displayed:
- Red banner at the top of the message area indicating that human attention is needed.
- Escalation reason is shown alongside the notice (if available).
- A Resolve button allows you to mark the situation as handled.
In the conversation list, these conversations are highlighted with a red border and an alert icon. You can also filter to see only conversations that require human attention using the button at the top of the list.
Sending messages to the contact
From the message panel you can communicate with the contact in different ways:
Free-text messages
When the 24-hour window is open:
- Type your message in the text field at the bottom.
- Optionally attach a file (images, videos, audio, PDF).
- Press Send or the Enter key.
If the bot is active, you will see a message indicating the assistant is handling the conversation. Click the area to unlock the text field and type manually.
Message templates
When the 24-hour window has expired:
- A notice is shown indicating the window is closed.
- Click Send template to open the template selector.
- Select a Meta-approved template and send it.
For more information about templates, see the Templates section.
Next steps
- Managing Contacts — Search contacts, review activity, and manage the funnel.
- Conversations — Learn more about conversation statuses and flows.
- AI Assistant — Understand how the bot works and when it escalates to an agent.