To edit a contact's information in the CRM from a conversation in Papo (https://papo.global/), open the contact's profile from the conversation sidebar, update fields such as name, email, phone, or custom attributes, and save your changes — all without leaving the service screen.
Summary of what you can edit during the conversation
| Editable field | Description | Example use |
|---|---|---|
| Name | Contact's full name. | Correct spelling or add a surname. |
| Primary email address. | Update a new email provided by the customer. | |
| Phone | WhatsApp number or contact phone number. | Register an alternative number provided in the conversation. |
| Custom attributes | Fields defined by your company (e.g., “segment,” “size,” “contract date”). | Fill in the customer's segment during lead qualification. |
How contact editing in a conversation works
Papo integrates the CRM directly into the service interface. While you chat with a customer, the sidebar displays a summary with the name and key data for that contact. When you click the name or profile icon, the fields become editable — without opening a new tab or leaving the service flow.
This feature prevents the team from having to navigate to the Contacts module to correct a phone number or fill in an attribute. Changes are instantly synced with the contact's 360° profile, which brings together conversation history, internal notes, deals, and tasks. This way, any agent who serves the same customer in the future will see the updated information.
Who should use contact editing during a conversation
- Support and sales agents who need to record or correct information while chatting, such as a new email for sending a proposal.
- Qualification teams who use custom attributes to classify leads (e.g., “interested in the Gold plan,” “company size”) without interrupting the service.
- Operations that value always up-to-date data and want to eliminate double entry or external spreadsheets.
Frequently asked questions
Can I edit any field in the contact profile?
Yes. You can change name, email, phone, and all custom attributes that your company has configured, as long as you have editing permission on the platform.
Are changes saved automatically?
No. After editing the fields, you need to confirm the action (for example, by clicking “Save”) for the changes to be recorded in the profile.
Is the customer notified when I edit their data?
No. Profile editing is an internal action, invisible to the customer. The conversation continues normally.
Can I create a new custom attribute right there?
New attribute definitions are created in the account settings. During the conversation, you can edit the value of an existing attribute, but you cannot create a field from scratch.
What if two agents edit the same contact at the same time?
The last saved change prevails. Since the profile is unique, there are no version conflicts — the edit is immediate and reflects for all users.
Do changes made in the conversation appear throughout the entire history?
Yes. The contact profile is centralized. Any update to name, email, phone, or attribute is displayed in all past and future conversations, as well as linked deals and tasks.
See also
With the first user free, you can edit contacts in real time without interrupting service, directly in the Papo platform.