Client context, unidentified leads and saved views

Goal. Use the context panel to keep the client's details and cases at hand while you talk, link the leads that arrive without a record, move the lifecycle stage and save the filters you use every day.

Prerequisites. The "View the inbox" permission.

The "Context" panel

To the right of the thread, the "Context" panel shows the client's summarised record:

• Name and photo, with "Open full profile" to go to "Clients".
• Contact details: "Email", "Phone" and "WhatsApp", each with "Copy".
• "Profile": "Source", "Country of origin", "Immigration status", "Language", "Keyword" and the "Consent" to receive communications. Without consent, the thread header warns with "No consent".
• The client's "Tags".
• "Cases": the client's cases with their stage; above the thread, "N open cases" and the "Total balance" are summarised.
• "AI summary", which condenses the relationship with the client.

On a phone, the "Contact card" button in the header opens this same panel.

Lifecycle

Next to the client's name is their lifecycle stage: "New lead", "Hot lead", "Payment" or "Customer".

• If the client has no open case, the stage is changed from that menu.
• If they have an open case, the case defines the stage and the chip is informative only; hovering shows "Set by the open case in the pipeline".
• An unlinked lead always shows as "New lead"; it must be linked before its stage can be managed.

Unidentified leads

When someone writes from a channel without an existing record, the conversation appears as "Unidentified lead", with a generated avatar and the channel identifier under "Identifier". The "Unidentified" filter gathers them.

1. In the "Context" panel, click "Create or link contact".
2. Under "Link to existing", search by name in "Search contact by name…" and click "Link". The CRM confirms with "Conversation linked to the contact.".
3. If it is someone new, create the record first from "Clients" and link again.

If the AI agent is on, it qualifies the lead itself and creates the record with the details it gathers in the conversation.

Saved views

Any combination of filters can be saved to return to it with one click.

1. Apply the filters you need: view, channel, assignee, stage, status or search.
2. Click the "Save view" button in the list header.
3. Type the "View name". Tick "Share with the team" if the whole company should see it.
4. Click "Save view". The view appears under "My views", with the "Shared" badge when applicable.

To remove it, use "Delete view" next to its name. The limit is 50 views per company.

Troubleshooting

• The lifecycle stage cannot be changed. The client has an open case that sets the stage, or the conversation is not linked to any client.
• "Link" does not find the client. The search is by name within the active company; check the spelling or create the record in "Clients".
• "View limit reached (50)". Delete views you no longer use before saving another.
• The "Context" panel is missing. On medium screens it is hidden; open it with "Contact card".