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Customer Profile, Notes & Tags Sidebar

Summary​

In customer support and sales operations, context is everything. The Right-Hand Context Drawer in Wabixo gives agents instant visibility into customer identity, customized operational attributes, conversation categorization tags, private team collaboration notes, autonomous AI bot observations, automated follow-up audits, and past resolution history—all without leaving the active conversation.

1. Sidebar Structure & Navigation​

When viewing any active conversation in the Team Inbox, the right panel organizes customer details into clean, collapsible sections:

+-------------------------------------------------------------+
| [Avatar] Ramesh Kumar (+91 98765 43210)                     |
| WA Profile: Ramesh K.                                       |
| [ Bell Follow ]  [ Users 2 Followers ]                      |
+-------------------------------------------------------------+
| [v] CUSTOM ATTRIBUTES                                   [+] |
|     City: Mumbai                                            |
|     Membership Tier: Gold                                   |
|     Account ID: #ACC-9812                                   |
+-------------------------------------------------------------+
| [v] TAGS                                                    |
|     [ VIP Customer (Gold) v ]                               |
+-------------------------------------------------------------+
| [v] STREAM (INTERNAL NOTES)                                 |
|     [ + Add Note ]                                          |
|     Priya M. (11:15 AM): Client requested expedited renewal.|
+-------------------------------------------------------------+
| [v] AI AGENT NOTES                                          |
|     Key Intent: Inquiring about enterprise SLA terms.       |
+-------------------------------------------------------------+
| [v] AI FOLLOW UP ACTIVITY                                   |
|     Nudge sent: Day-2 automated follow-up template.         |
+-------------------------------------------------------------+
| [v] CLOSING REMARKS HISTORY (3)                             |
|     "Resolved payment failure issue via UPI link." ★★★★★   |
+-------------------------------------------------------------+

2. Customer Identity & Follower Controls​

The top card in the right drawer displays verified WhatsApp contact parameters:

  • Customer Avatar & Names: Displays the contact's custom name, their WhatsApp profile display name, and their international WhatsApp phone number in monospaced format.
  • Follow / Following Button (Bell / BellRing icon):
    • Click Follow to subscribe to real-time conversation updates.
    • The button turns highlighted Following with a solid bell.
    • Allows team leads, product specialists, or account managers to track high-value conversations without reassigning ticket ownership.
  • Followers Badge & Modal (Users icon):
    • Displays the total number of colleagues following this conversation.
    • Clicking the badge opens the Followers Modal showing the names and avatars of all subscribers.
    • Add teammates to the thread via the "Add followers..." dropdown, or remove followers by clicking the X icon.

3. Managing Custom Attributes​

Custom Attributes allow your organization to record structured, business-specific data points alongside the WhatsApp conversation (e.g., City, Customer ID, Membership Tier, Order Number).

Adding an Attribute:​

  1. In the Custom Attributes section header, click the + (Add) button.
  2. Select an attribute key from the dropdown (configured by your administrator in Settings → Custom Attributes).
  3. Type the corresponding value in the text input box (e.g., #ORD-54321 or Platinum).
  4. Click Save (or press Enter).

Deleting an Attribute:​

  • Hover your mouse over any saved attribute card.
  • Click the red Trash (Trash2) icon that appears on the right edge.

4. Categorizing with Tags​

Tags are color-coded labels that classify conversations for rapid visual identification, left sidebar filtering, and audience segmentation:

  • Single Tag Selector: Use the tag dropdown to choose an active tag (e.g., VIP, Billing Issue, High Intent, Technical Support).
  • Color Coding: Tags render with distinctive background colors and borders configured in Settings → Tags Manager.
  • Historical Tags (Invoay Mode): Displays a breakdown between the Last Manual Tag (applied by a human agent) and the Last Reply Material Tag (applied by an automated keyword trigger).

5. Stream (Internal Notes & Collaboration)​

The Stream section provides a private workspace for agents to leave internal briefing notes, share context, and alert colleagues without sending messages to the customer's phone:

  • Posting a Note: Click + Add Note, enter your briefing text, and click Save Note.
  • Teammate Mentions (@): Type @ followed by a colleague's name. An auto-complete list of active team members appears. Selecting a colleague tags them in the note.
  • Self-Tagging Safeguard: Wabixo automatically prevents agents from tagging themselves in notes.
  • Editing & Deleting: Agents can edit or delete their own previous notes using the pencil and trash icons.
  • View All Modal: Click View All to open the full paginated Stream modal, allowing managers to search internal remarks by keyword or author across the conversation's lifetime.

6. AI Intelligence Sections​

1. AI Agent Notes​

When the automated AI Agent interacts with a customer, it autonomously analyzes customer intent and extracts key facts:

  • Summarizes the customer's primary inquiry (e.g., "Interested in 50-seat corporate licensing").
  • Logs identified constraints or budget mentions.
  • Provides immediate briefing notes to human agents when the conversation transitions from bot to human pickup.

2. AI Follow Up Activity​

Displays an automated audit timeline of nudges and re-engagement triggers:

  • Logs when scheduled AI follow-ups were evaluated.
  • Shows dispatched reminder templates and automated check-in messages.
  • Gives agents full visibility into automated bot touches before jumping into the conversation.

7. Closing Remarks & CSAT History​

At the bottom of the drawer, Wabixo maintains a permanent audit trail of every time this customer's inquiries were previously resolved:

  • Latest Badge: Highlights the most recent closing remark.
  • Resolution Remark: The full summary text logged by the resolving agent explaining how the customer was assisted.
  • CSAT Satisfaction Rating (★): Visual 1 to 5 star rating recorded upon resolution.
  • Agent Attribution & Timestamp: Shows exactly which agent marked the ticket solved and the date/time of resolution.

8. Customer Troubleshooting & FAQs​

Problem: When I click "+" in Custom Attributes, the dropdown says "No attributes configured in Settings"​

  • Why it happens: No custom attribute keys have been defined for your WhatsApp Business Account.
  • How to resolve: Navigate to Settings → Custom Attributes and create the standardized attribute keys your team needs (e.g., City, Customer ID, Plan Type). Once created, they will immediately appear in the drawer dropdown.

Problem: Can the customer see our Stream Notes or AI Agent Notes?​

  • No. The entire Right-Hand Context Drawer (Stream remarks, AI notes, custom attributes, tags, and closing remarks) is 100% private to your internal team. Meta's WhatsApp Cloud API only transmits customer-facing chat messages from the central chatbox.

Problem: How do I remove a tag from a conversation?​

  • How to resolve: Open the Tags dropdown in the right panel and select the empty or default state to clear the current tag, or select another tag to replace it.