Customer profiles, labels, and notes

Opening the contact info panel

When you have a conversation open in the CRM, click the “View contact” button or the panel icon in the chat header to open the contact info panel.

• On desktop (wide screens) — The contact panel opens as a third column on the right side of the CRM, appearing inline alongside the conversation list and chat view.
• On tablets and mobile — The contact panel opens as a slide-over sheet from the right side of the screen. A close button (✕) is available to dismiss it.

Customer profile

The top of the contact panel shows the customer’s profile information:

Profile header

• Avatar — The customer’s profile picture from the messaging platform (or their initials if no picture is available)
• Name — The customer’s name as provided by the platform
• Platform icon — Visual indicator of which channel the conversation is on (WhatsApp, Instagram, or Facebook)
• Email — If available from the platform profile
• Profile link — A “View profile” link that opens the customer’s profile on the original platform (e.g., their Instagram profile or Facebook profile)

Contact details

Below the profile header, the panel shows available contact information:

Field	Source
Phone number	Available for WhatsApp conversations (the customer’s WhatsApp number)
Email	If provided by the customer or available from the platform profile
Platform user ID	The unique identifier for the customer on the messaging platform

Labels (tags)

Labels are customizable tags that you can attach to any customer conversation. They serve as an organization and categorization system — helping you filter conversations, identify priorities, and maintain context across your team.

Viewing existing labels

All labels applied to a customer appear as blue badges in the Labels section of the contact panel. Each label shows its text and a remove button (×).

Adding a custom label

To add a new label:

1. Type the label name in the “Add new label…” input field.
2. Click the + button or press Enter.
3. The label is saved immediately and appears as a new badge.

You can add as many labels as needed per customer. Labels are shared across your workspace, so any label you create can be used on other customers too.

Removing a label

Click the × button on any label badge to remove it from the customer. The label itself remains available in your workspace — it is only removed from this specific customer.

Suggested labels

Interlinked provides a set of suggested labels with emoji prefixes for common categorization needs:

Suggested label	Purpose
⭐ Prioritario	High-priority customers that need immediate or special attention
👁 Seguimiento	Customers that need follow-up action or monitoring
🔥 Importante	Important conversations that should not be overlooked
✅ Calificado	Customers who have been qualified as genuine leads or buyers

Click a suggested label to toggle it on or off for the current customer. The emoji prefix makes these labels visually distinctive in the conversation list and filter badges.

Labels and CRM filters

Labels integrate directly with the CRM filtering system:

• Labels appear as filter badges in the conversation list header.
• The first two workspace labels show as quick-access badges.
• Additional labels are accessible through the + dropdown.
• When a label filter is active, the conversation list shows only customers tagged with that label.

This creates a powerful workflow: tag customers during or after conversations, then use label filters to quickly find specific groups — for example, all “VIP” customers across all channels.

Internal notes

The notes section appears at the bottom of the contact panel as a sticky area. Notes are internal-only — they are visible only to workspace users and are never sent to the customer.

Writing notes

1. Type your note in the text area. The field supports multi-line text and resizes automatically.
2. Click Save to persist the note.
3. The Save button is disabled when there are no changes to save.

What to include in notes

Notes are free-form text, so you can use them however your team needs. Common uses include:

• Customer context — “Prefers delivery after 6 PM” or “Asked about wholesale pricing”
• Follow-up reminders — “Promised to send catalog on Monday” or “Waiting for payment confirmation”
• Special instructions — “Allergic to nuts — always check menu items” or “Repeat customer, give 10% discount”
• Interaction history — “Called on April 15 to clarify order #1234” or “Escalated to manager on April 20”
• Team handoff notes — “Maria handled the complaint, customer is satisfied” or “Need to follow up tomorrow with shipping update”

Notes vs. messages

Feature	Notes	Messages
Visible to customer	✗	✓
Visible to team	✓	✓
Stored per customer	✓	Per conversation
Purpose	Internal context	Customer communication

Best practices

1. Tag consistently — Decide on a label system with your team and apply it consistently. A few well-used labels are more valuable than dozens of rarely-used ones.
2. Keep notes actionable — Write notes that help the next person who opens this conversation. Include context, next steps, and any commitments made.
3. Review profiles before responding — Before taking manual control, check the customer’s labels and notes. Previous team members may have left important context.
4. Use labels for workflows — Create labels that reflect your business stages (e.g., “Lead,” “Quoted,” “Customer,” “VIP”) and update them as customers progress.
5. Clean up periodically — Remove outdated labels and update notes when information changes. Stale labels reduce their effectiveness.

What to do next

• Learn about inbox organization — See Manage CRM inboxes and filters
• Collaborate with your team — See Team collaboration and CRM users
• Understand conversation management — See Open and manage a conversation