> ## Documentation Index
> Fetch the complete documentation index at: https://docs.xpressbot.org/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact Profile

> Everything about one customer on one page — details, conversations, calls, files, notes, orders, tickets and automations.

## What is this?

The **Contact Profile** is the full page for a single customer. It opens when you choose **View Contact** from a row in [Contacts](https://docs.xpressbot.org/workspace/contacts/overview.md), and it gathers everything the platform knows about that person in one place: their details and labels, their conversations, calls, files, notes, orders, event tickets and the automations that have run for them.

## What can I do here?

* See the contact's name, channel, phone, email and **subscription** status at a glance
* **Send template** to start a WhatsApp conversation, or **Open in Inbox** to jump to their chat
* **Block** / **Unblock** or **Delete** the contact
* Edit their details, labels and (if you have access) custom fields
* Read their conversations, calls, shared files, notes, orders, event tickets and automation runs
* Add or edit [notes](https://docs.xpressbot.org/workspace/contacts/notes.md)
* **Merge** a duplicate contact into this one

## How to use it

### The header

| Button | What it does |
| - | - |
| **Send template** | Opens a template picker for the WhatsApp channel and sends the one you choose. It's disabled if the contact has no phone number, no WhatsApp channel is selected, or the contact is blocked — hover to see which |
| **Open in Inbox** | Opens the contact's conversation in the [Inbox](https://docs.xpressbot.org/workspace/inbox/overview.md) |
| **Block** / **Unblock** | Stops (or allows) messages with this contact. Shown for channels that support blocking |
| **Delete** | Deletes the contact after you confirm. It goes to [Trash](https://docs.xpressbot.org/workspace/trash.md) for 7 days |

Next to the phone and email, the contact's subscription status appears as a pill (unless they're blocked). If you can edit contacts, click it to change whether they're subscribed or unsubscribed.

### The tabs

Which tabs you see depends on your permissions.

| Tab | What it shows |
| - | - |
| **Overview** | Their details (name, phone, email), **labels**, **source** (for example Manual, Meta Ads, API, Webhook, Event Registration, Telegram Group — with ad details for Meta Ads), their conversations, and the **Merge contacts** tool |
| **Calls** | Their WhatsApp call history — filter by direction (incoming/outgoing) and attended/missed, and by date |
| **Timeline** | A history of changes made to the contact |
| **Custom Fields** | Every custom field with its value. Search, filter by type or filled/not set, and edit values inline |
| **Files** | Files and media exchanged in their conversations. Filter by type and direction (**Received** from the customer or **Sent** by your team), search, open or download |
| **Notes** | Internal notes about the contact — filter by type or author, and **Add** a note (see [Notes](https://docs.xpressbot.org/workspace/contacts/notes.md)) |
| **Orders** | Orders placed by this contact |
| **Tickets** | Event tickets linked to the contact. To resend an event's messages, use that event's Registrations tab |
| **Automations** | Automations that have run for them, each marked **Still running** or **Ended**. Click **Stop** to end one that's still running |

### Merge duplicate contacts

The same person can end up as two contacts — for example one on WhatsApp and one on Instagram. On the **Overview** tab, use **Merge contacts**:

1. Search by name, phone or email for the matching contact. You can match WhatsApp, Web Chat, Instagram and Facebook contacts.
2. Pick the contact to merge and read the confirmation. It says which contact survives.
3. Confirm. Labels, tags, custom fields and conversations from the other contact move onto the survivor, and the other contact is removed.

> [!WARNING]
>
> When merging with a Facebook or Instagram contact, the WhatsApp or Web Chat contact always survives. After a cross-channel merge some automations — especially channel-specific ones — may not run as expected; check [Automations](https://docs.xpressbot.org/workspace/automation/overview.md) for the surviving contact if something looks off. Inbox messaging keeps working.

## Troubleshooting / Technical Notes

* **"Contact not found or failed to load."** The contact was deleted or you don't have access to its channel. Go back to Contacts and search again.
* **Send template is greyed out.** Add a phone number, select or connect a WhatsApp channel, or unblock the contact — the tooltip says which.
* **A tab is missing.** Calls, Timeline, Custom Fields and Files depend on your permissions — see [Team](https://docs.xpressbot.org/workspace/team.md).
* **"No similar contacts found."** Try a different name; the search matches contacts on the supported channels only.
* **I merged by mistake.** A merge moves everything onto the surviving contact and removes the other, so check the confirmation message before you confirm.

## Related docs

* [Contacts](https://docs.xpressbot.org/workspace/contacts/overview.md)
* [Notes](https://docs.xpressbot.org/workspace/contacts/notes.md)
* [Custom Fields](https://docs.xpressbot.org/workspace/contacts/custom-fields.md)
* [Labels](https://docs.xpressbot.org/workspace/contacts/labels.md)
* [Inbox](https://docs.xpressbot.org/workspace/inbox/overview.md)


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