How to see contact details and communication history
Contact Details makes it easy to see more information about the accounts and contacts involved in the conversation you're currently viewing. The Contact Details plugin allows you to view and edit contact information, see recent conversations involving this contact or account, and manage internal notes.
View Contact Details
From a conversation
When viewing any conversation, click to the Contacts Details plugin in the integrations switcher to see the details alongside the conversation.
If you do not see Contact Details in your integration switcher, you can add it by clicking on the + button in the switcher bar, then pinning Contact Details to add it as a favorite.
From Contact Manager
In the Contact Manager, click on the contact to see the details in the panel on the far right.
What you'll find in Contact Details
Contact Details has the different sections described below. Each section can be expanded and collapsed, and Front will remember the sections you've collapsed so that you can focus on the information most important to you.
Contacts & account toggles
When you click on a conversation in your inbox, the Contact Details plugin will display the details of the contact who is writing to you. At the top of the plugin, you can toggle between the individual contact, the account they are writing from, or use the dropdown menu to toggle between the various individual contacts in the conversation if there are multiple.
In Contact Details header, you will find:
- The name and profile photo of the contact or account
- See or add any contact groups for the contact
- An Add to contacts button to add the contact to Company contacts or Private contacts if it hasn't already been added
The About section will show all contact fields for this contact such as addresses, phone numbers, Twitter handles, custom fields; and allow you to easily edit and add new fields using the Add button. To edit a field, hover on the field and click the pencil icon that appears.
The Conversations section shows past conversations with the contact or account, across all channels you have access to in Front such as email, SMS, Facebook, Twitter, etc. For instance, if Lisa messages your team over text and email, and both her phone number and email are added to her contact record, you will see texts and emails from her here. When you click on a conversation, it will open in a new window for you to read through all of the messages.
Each conversation cell provides helpful information at a glance:
- The inbox the conversation is in
- The subject line of the conversation
- The teammates involved in the conversation, along with the assignee, if any, which is identified with a blue circle
- Time since the last activity in this conversation
The contact tab of the plugin additionally shows the following:
- Any tags applied to the conversation
- A snooze indicator if the conversation has been snoozed
- An archived icon if the conversation has been archived
Notes allow you to share context about this contact with your teammates and are a great way to add reminders for yourself later. When you add a new note, you can choose whether to share it with your entire company, a specific team, or keep it private. This section is only available in the contact tab, and not the accounts tab.
Recent communications indicator
When you're replying to a customer who has other recent conversations in inboxes you have access to, you'll see a banner notifying you about those conversations. You can then click View to see these recent conversations in the Contact details panel.
Below is a quick video explaining the feature: