The Contact Information in the right rail of the Agent Desktop includes all the relevant information about the customer, such as their subscription preferences.
The right rail profile is fully customizable by your admin to ensure you have all the information you need to have a great conversation. From here, you can also subscribe or unsubscribe the customer upon their request.
Updating a contact attribute
If you learn a new piece of information about a customer during a conversation, you can add or update an attribute on the profile to ensure the most accurate information is reflected.
You can also update the contact's name or add their phone number/email address by clicking the edit icon.
Updating a contact attribute will also trigger a contact.attribute.updated event so that other platforms you use, such as Salesforce or Hubspot can be kept in sync.