The panel on the right of an open conversation shows who you are texting and lets you update their details without leaving the Messenger.
Before you start
If you don't see the panel, make your browser window wider.
Steps
See who you are texting
Open the conversation.
At the top of the panel you see the contact's name.
If the contact is linked to your CRM, a CRM chip (for example HubSpot) shows under the name. Click it to open the contact in your CRM. If the link to your CRM failed, a warning mark shows on the chip and the reason shows under the name.
The From chip shows which of your numbers you are texting from. Point at it to see the full number.
Edit the contact
Click the pencil button (Edit contact) next to the name or in DETAILS.
The Edit Contact window opens, the same one used on the Contacts page. Change the details and click Save. See edit-a-contact.
When more than one person shares the number
At the top of the panel you see Contacts with a count. Pick a person from the list to see their details.
One person is marked default. This is the person whose name fills in shortcuts and shows on the conversation.
To change it, pick the other person and click Make default for this number.
Other things in the panel
Locations: shows which of your locations the contact is filed under.
Campaign: see the reply campaign this conversation is in, click Enroll to start one, or click Cancel to stop it. See enroll-contact-in-reply-campaign.
Assigned to: see or change the owner. See assign-a-conversation.
Manage permissions… (admins and owners): set what each brand may send to this number.
Block number or Unblock number (admins and owners). See block-a-number.
What happens next
Your changes show in the panel right away.
If the contact is linked to your CRM, your edits are sent to that record, the same as editing from the Contacts page.
Common questions
It says "No contact on this number."
Nobody is attached to this phone number. You can still read the conversation, but texts are refused with "This conversation has no contact attached." and the Call button does not show. Add the number to a contact first.
What does the main number mark on a phone mean?
Point at it to read "This contact's main number." Broadcasts, dialer sessions and new conversations start there. A conversation that is already open stays on its own number.
A number says it cannot be called.
Its area code or exchange is not one the phone network gives out. You can still text it.
Why don't I see Manage permissions or Block number?
Those are for admins and owners only.
Related articles
Block or unblock a phone number
Edit a contact's name, numbers, email or locations
When several contacts share one phone number
Start or stop a reply campaign for one conversation