Each WhatsApp chat has a Customer panel where your team can keep a private Staff note about the person, rename them to something you recognize, and read an automatic Summary of the conversation. Customers never see any of this.
Open the Customer panel
- On a computer: it's the column on the right of the open chat.
- On a smaller screen or phone: tap the customer's name at the top of the chat.
The panel shows the customer's name and phone, the 24-hour reply window, Last activity, the Summary, the Staff note and Statistics.
Write a staff note
Use the note for things your team should remember about this customer: their usual order, preferences, credit terms, who they talked to last time.
- Click in the Staff note box.
- Type your note (up to 2,000 characters).
- Click outside the box. It saves on its own and shows Saved.
Under the box you'll see Saved by and the name of the last person who changed it.
The note belongs to the customer, not the chat: it shows up in all their chats, now and in the future. Only your team sees it.
If you see No customer id to attach a note., this chat isn't linked to a phone number, so a note can't be saved for it.
Rename a contact
By default the dashboard uses the customer's WhatsApp profile name, which is often a nickname or empty. You can give them a clearer name:
- In the Customer panel, click the pencil next to the name (Rename).
- Type the new name (up to 80 characters).
- Press Enter to save, or Esc to cancel.
The new name appears in the chat list, in the chat and in search, for your whole team. The original profile name stays visible underneath as WhatsApp · name. To go back to it, clear the name and press Enter.
Renaming only changes what your team sees. The customer's WhatsApp isn't affected.
Read the chat summary
Once a chat has a few messages (at least four), the panel shows a short Summary of what the customer wanted and what happened, so you can catch up without scrolling. While it's being written you'll see Summarizing conversation…. If it fails, click Retry.
The summary is written automatically. Check the messages themselves before making a commitment to the customer.
Statistics
At the bottom, Statistics counts the Messages in the chat: Client messages, Human responses from your team and AI responses from the assistant.
Good to know
- Notes aren't sent to the customer and aren't part of the WhatsApp chat.
- Two people editing the same note at once: the last one to save wins, so agree who updates it.
- To find a customer by the name you gave them, type it in the search box. See Search and filter conversations.