Nest new Contact panel

Details

Hootsuite's Inbox 2.0 introduces a restructured Contact Panel, rebuilt to give your team a cleaner view of every customer. The panel now groups information into clear sections, so CRM sourced data never gets mixed up with the details you enter yourself.

Previously, a cluttered layout made it hard to tell CRM populated fields apart from manually entered ones, forcing you to scroll, search, or jump into your native CRM just to confirm a customer's status. With the new panel, that information is organized and scannable from the start, so you can spend less time hunting for context and more time resolving the conversation in front of you.

Key Benefits

• Separate CRM from profile data: Instantly tell CRM sourced fields apart from what your team enters manually, no more second guessing.

• Scan a decluttered layout: Matched account and attribute headings only appear when there is something to show, cutting visual noise.

• Work faster: A redesigned Notes tab, chat view, and online agents panel keep everything in one consistent, modern interface.

How it Works

Using the new Contact Panel is simple, it opens automatically in the right sidebar whenever you are in a conversation. From there, you can view, edit, and link customer records without leaving Inbox.

• View contact details: Open the panel to see a customer's Profile, CRM status, and Notes grouped into distinct sections.

• Edit in place: Select Edit to update first name, last name, email, phone, language, and more, then save your changes.

• Match to your CRM: Check for a match against your connected CRM using a lookup attribute, then link, clear, or review the result.

• Manage attributes as an admin: Use the updated Contact attributes Settings screen to control which fields display.

Together, these updates help your team resolve conversations with the right context every time, saving time on every ticket while giving Enterprise customers the polished, CRM aware experience they expect.

Learn more in the Help Center.