Open a permitted contact in Customers → Contacts. The profile brings relationship and service context together while keeping the original records in their own modules.
Watch the lesson
Review the profile
The profile can show identity and lifecycle, organization relationships, tags and preferences, deals, activities, notes, conversations, and Helpdesk tickets. Tabs, counts, fields and actions are filtered by current company, subscription, staff and record access. A missing section can mean access is unavailable; it does not prove that no records exist elsewhere.
- Use the overview and identity fields to confirm you have the right person.
- Review current opportunities and follow-ups before creating another one.
- Conversation cards provide available last-message context and recorded intent, emotion and lead score. Those signals are AI inferences, not verified intent, a diagnosis or creditworthiness.
- Ticket cards include an available description or shortened summary as well as status and ownership. Open the ticket to read the full issue.
- Notes can have private visibility. Permission to read a customer does not grant every private note or file.
Profile tabs
Video shortcuts: conversation context (01:06), ticket previews (03:27), existing opportunities (04:15), and customer choice and access (05:47).
| Tab | What to inspect |
|---|---|
| Overview | Identity, lifecycle/qualification review, owner, organization, tags, next follow-up, permitted counts and customer files |
| Conversations | Available message preview, recorded signals and authorized conversation opening |
| Tickets | Service issue summary, state and permitted ticket preview |
| Deals | Linked permitted opportunities and their next actions |
| Activities & Notes | Follow-ups, recorded context and links to permitted note history |
| Preferences & Consent | Retained channel enrollment and recorded channel/purpose decisions; unknown is not permission |
Only the sections authorized for the current user appear. Related lists paginate; the currently visible page is not necessarily the full history.
Preview without losing your place
Use the conversation or ticket card's Open or preview action to display a slide-over. Current web support previews use the shared Large panel convention; small and medium experiments are superseded. The conversation fills the panel's available height, with message scrolling inside the conversation area. Header controls and the full-page action remain accessible.
Read available conversation analysis through the information control. Take over before a human reply where required, then return control to AI when appropriate. The shared conversation preview is also used from Helpdesk, so the handover and reply rules are consistent. Opening a panel does not widen conversation access.
Use View full page to work in the original module. Closing the panel returns to the profile. Data loads when requested and is rechecked on the server; a prior preview is not a permanent permission grant.
Make a reviewed change
Use visible edit controls or More actions for the actions permitted to you: customer identity review, preferences, qualification, deal/activity creation, campaign enrollment, calendar and files. Check the destination record after saving. If a record changed while you were working, refresh and review again rather than repeatedly submitting a stale form.
See Customer identity, Workspace controls, Human handover and Helpdesk tickets.
Reviewed AI qualification and sales guidance
Where your release, subscription and staff role allow it, Suggest qualification or Sales copilot produces guidance for human review. Suggestions include evidence and uncertainty; they do not automatically change a customer, send a message, subscribe someone to marketing or establish financial eligibility.
Accept qualification submits the exact completed guidance request for this customer and the reviewed customer version. The server checks current access and the permitted evidence again. If the customer or supporting context changed, request and review fresh guidance rather than applying an outdated suggestion. A changed role, subscription or workspace can also prevent acceptance. Ordinary manual qualification remains available under its existing contact-edit permission.
AI requests retain a request identifier. Reopening a completed request with unchanged context reuses its result. A pending, failed or uncertain request is not automatically sent to the provider again. Qualification and copilot use separate request identities. After checking the previous outcome, choose Start new guidance, confirm, then generate and review the new result; a new generation can use AI credits. AI credits fund generation and never grant a missing feature or record permission.
Approved copilot tools expose a bounded customer summary or create an explicitly requested opportunity, activity or note under current permissions. They cannot select another actor or company, overwrite provenance, or turn untrusted customer text into system instructions. The full customer profile remains a separate permitted view.
Relationship workspace layout
The Overview tab separates the relationship summary from ownership and context. The same permitted profile data feeds both panels. Other tabs retain their own source records and lazy previews. Sales guidance is shown as a draft with evidence, uncertainty and next actions; applying qualification still requires explicit review. On narrow screens, the panels stack and tabs scroll within their own row.
Advanced customer actions
When enabled and authorized, More actions offers Suggest qualification, Sales copilot, Compose sales email and Schedule customer meeting. Review AI output before applying a qualification and review recipients before sending or inviting. See AI review and Sales connections for access, uncertainty and recovery steps.