The contact card is the right-hand panel that appears once a conversation is open. It is the case file next to the conversation — who you’re talking to and how their case has been handled, all visible without switching screens.
Conversation details
Reassigning or moving a conversation from here can trigger automations — a routing notification, for example — the same as doing it from Chat actions.
A collapsible section shows first name, last name, phone number, email, and any custom attributes on the contact record, with a See all link to the full contact profile for fields that do not fit in the panel.
Labels
Use the + icon in the labels section to add one or more labels to the contact. Labels set here are the same labels used elsewhere in Heyy — they can drive advanced filters and automation conditions, so tagging a contact from the conversation you’re already in keeps segmentation up to date without a separate trip to Contacts.
Notes
Notes are internal-only — never sent to the contact. Use them to leave context for whoever picks up the conversation next: what’s already been tried, what the customer is waiting on, or anything a teammate would need to avoid asking the customer to repeat themselves.
Journeys
Shows any journeys — automated workflow sequences — the contact is currently enrolled in, so you can see at a glance whether an automation is already handling part of this relationship before you take a manual action that might conflict with it.
Other chats
Lists every other conversation thread this same contact has with you, including ones on a different channel. Check this before starting a duplicate conversation — see Start a new chat — and use Create chat here to open a new thread with this same contact on a different channel without leaving their profile.
Before replying to a contact you don’t recognize, a quick glance at Notes and Other chats often answers “have we dealt with this before?” faster than scrolling back through the current thread.
