Keep a customer record accurate by fixing their name, email or phone right from the conversation. Your edit is saved to that customer and used across their future chats.
Edit a field
In the Customer section of the details panel:
- Click the value, or the pencil, next to Name, Email or Phone.
- Type the correct value.
- Press Enter to save, or Escape to cancel.
Leaving a field empty clears it. Each field with a value also has a copy button.
The Edited badge
Once you edit a field by hand, an Edited badge appears next to it. From then on, incoming messages from the customer will not overwrite your value, so a correct entry stays correct.
Email and phone rules
An email must be a valid address and unique for this AI. If another customer already uses it, you see a conflict message and the change is not saved. Phone is saved as you type it.
Correcting the email or phone also helps future messages from the same person match this record instead of creating a duplicate.
Frequently asked questions
The fields show a dash and I cannot edit.
The conversation has no linked customer record yet, so there is nothing to edit.
I fixed the email but got a conflict.
Another customer on this AI already uses that email. Check for a duplicate record.
Who can edit customer details?
Any member of your team can edit the name, email and phone.