How the contact page is organized
To open the page, click Contacts in the sidebar and then click the contact.
Edit the data
1
Click the value you want to change
Hover over an editable field. It is highlighted. Click the value to start editing. For name and email, click directly in the header. If the email is empty, click Add email.
2
Type the new value
Text fields turn into an edit box in place. For Phone and WhatsApp, the Edit phone number or Edit WhatsApp window opens: select the country code and enter the number.
3
Save or cancel
Press Enter or click outside the field to save. Press Esc to cancel. In the phone windows, use Save or Cancel.
Available fields
If the new number already belongs to another contact, the WhatsApp number already in use window appears. Each WhatsApp number can be linked to only one contact. Click View existing contact to review the right record instead of creating a duplicate.
Set owners (contact portfolio)
The contact portfolio defines who takes care of each contact. It prevents the same customer from being handled by different people in every conversation.1
Open owner management
In About this contact, click Global owner. The Manage owners panel opens.
2
Choose the global owner
Select a user or Unassigned.
3
Add team rules (optional)
Click Add team rule and choose the team and the owner. Each team can appear only once. When you remove a rule, the team goes back to the global owner.
4
Review and save
Click Change owners. Check the Change summary and click Save. The change appears in the History as Owner change.
Who can change owners
The contact portfolio depends on your plan. If the feature is not included, BluBash shows the upgrade option.
What the AI agent updates on its own
In hybrid service, the AI agent collects information during the conversation and keeps the profile up to date, with no manual work from your team.
- With the native Update contact skill turned on in the agent’s Skills tab, it can update name, email, phone, and additional fields.
- With the Add tag and Remove tag skills, it classifies the contact with tags.
- With the Manage deals skill, it opens and moves the contact’s deals in the pipeline.
- Every change made by the agent appears in the contact’s History, identified with the AI agent’s name.
Describe in the agent’s training which data it should ask for and which additional fields it should save to. This way your team receives the transferred conversation with the profile already complete. See Configure skills and apps →.
Permissions
Users without edit permission see the fields without the edit highlight.
Common errors
Next steps
Additional fields
Learn the field types and how to fill them in.
Contact history
See who changed what and when.
Contact tags
Classify contacts manually or with the AI agent.
Delete a contact
Remove contacts that should no longer exist in your base.