When you view a contact in Freshchat (or a suite that contains Freshchat), you're given a detailed breakdown of information about that customer.

About Contact 360

To access Contact 360:

1. In Freshchat (or a suite), go to Contacts and Accounts > Contacts.
2. Find or filter your required contact and click on the text of their name.
   • Note: If you click on the whitespace around their name, you'll instead be able to rename them.
3. The Contact 360 panel opens up.
4. Hover over the icons on the left side of the panel to see the tabs.

Warning: The images in this article depict a Freshdesk Omni account. The tabs and options available to you may differ based on the product you're using.

The Contact 360 panel contains several tabs of information:

1. Overview
2. Activities
3. Conversations
4. Contact details

The Overview tab

The Overview tab is like a dashboard for a customer. It's a great way to quickly digest information about the customer's details, activities, notes, and more.

Click the Customize overview button to configure what information you want to see for a contact. You can configure the following blocks of information:

1. Show or Hide the Lifecycle stage.
2. Show or Hide contact tags.
3. Choose Contact fields to display.
4. Choose cards to display - activities, modules, and other cards. Cards available depend on the product suite you're using.

The Activities tab

The Activities tab contains a list of events that occurred in relation to the customer. You can visit the event by clicking the View conversation button and can filter events by type or time period.

The events available in this tab are:

• Conversation created
• Conversation resolved
• Conversation reopened
• Conversation SLA breached
• CSAT received (CSAT = Customer Satisfaction rating)

Important: You may see additional events based on the product you're using.

The Conversations tab

The Conversations tab contains a table of all the chats you've had with the contact.

On this tab:

1. Click the linked chat name to go directly to a conversation and review it.
2. Click the triple dot menu on the right for more actions.
3. Click the arrow near the Send email button to see options to manually add logs.

The Contact details tab

The Contact details tab contains all the Contact fields that you've configured in your account. You can manage contact fields by going to Admin Settings > Configurations and Workflows > Contacts, or by clicking the Manage fields button as shown in the screenshot below.

Note that the "Show empty fields" toggle is checked. This way, you can use the Contact details tab to quickly populate missing information about customers. Click on a field to bring up a dialog that lets you provide validated input.