Contact Sidebar Features
Statusbrew's Engage Inbox features a Contact Sidebar that offers quick access to customer info and recent interactions. You can view the entire conversation history, jump to past conversations, add notes and tags, and update contact details - all from one interface.
From the Statusbrew dashboard, go to Engage. Select any conversation from the conversation list, and the Conversation details will appear on the right.
If it's not visible, click Open Conversation Details in the top right corner of the Engage screen to open it. Alternatively, you can click ] from your keyboard to open conversation details.
Learn more about all available keyboard shortcuts in Engage in our article on Using Keyboard Shortcuts In Engage.
The Conversation Details Sidebar in Engage holds the following information:
Details
This section displays important details of the conversation, like:
State: Displays the current state of the conversation from Open, Close, Snoozed
Assign a conversation: Shows the current assignee of the conversation. You can add an assignee or change it by clicking on the field and selecting the appropriate user/user group from the dropdown list.
Sentiment: Shows the current sentiment of the conversation. You can change the sentiment by clicking on it and selecting the appropriate one from the dropdown list.
Priority: Shows if the conversation has been marked as a priority. You can toggle it on to mark the position as a priority or off to remove it.
Watchers: Shows all the watchers of the conversation. You can add or remove watchers by clicking on the field and selecting or deselecting the appropriate user(s)/ user group(s) from the drop-down list.
Inboxes: Shows the team inbox to which the conversation has been added. To add the conversation to a team inbox, click on the field and select the appropriate one from the drop-down list.
Custom Fields: Show all the conversation custom fields added by you and your team, and their added value for the conversation. You can change the value of any custom field. The custom fields can be dragged and dropped to set the correct order. You can also edit any custom field by hovering over it and clicking (More) or add a new field by clicking Add Field.
Contact Details
You can add key contact information like [ic:full-name]] Full name, [ic:email]] Email, and [ic:phone]] Phone No. These details will be stored in Statusbrew's CRM. By default, the Full name is picked up directly as the username from the social network.
Click the network icon next to the contact's name to access their social profile directly.
For Instagram, if a contact's name is unavailable, the user’s contact details will not be displayed.
For X, you see Follow user button. You can follow or unfollow the user from here.
For Facebook, you will see Ban user button. You can block the user from here.
You can also add tags to contacts to segment them by their stage in the sales or marketing funnel. You can also create rules in Rule Engine based on these tags.
You can also add or edit custom fields and their values.
Notes
This section provides space to add notes about the contact. Notes support basic formatting (bold, italics), adding a hyperlink to anchor text, numbered and bulleted lists, and mentioning users or user groups using '@'. Each note is timestamped and shows who added it. Compose your note in the note box and click Add to add it.
The notes are displayed in chronological order, with the latest note appearing at the top of the list. Click (Delete note) to delete a note. Deleted notes can’t be retrieved.
Latest conversations
This section shows the contact’s conversations across the network. So you don’t have to ask the contact for information that has already been provided.
Click on any message to open it in sideview.
You can sort the conversation by hovering over Latest conversations > clicking Sort conversations > selecting the criteria to sort from Newest, Open, Priority first, & Private first.
If a contact sends a message for the first time, you'll see "No other conversations found" in the Latest conversations, indicating no prior interactions.
Salesforce contact
If you have connected your Salesforce account to Statusbrew, you will see the Salesforce integration when viewing conversations within your Engage inbox on the Contact sidebar.
Your Salesforce account will also appear for direct access.
You can create new and view, link, and edit existing Salesforce contacts and leads in Statusbrew.
To search for and link a contact or lead in Salesforce:
Click (Search Salesforce) or click Search Salesforce. A window will appear that will allow you to search for the contact by either using:
Name
Email
Social profile
Use the search bar to find contacts or leads in Salesforce. You will also get suggestions.
Click (View external) to open the contact in Salesforce.
Click Link to link the contact or lead from Salesforce in Statusbrew.
If you'd like to create a new contact or lead, click Create contact or Create lead. This will open a Create contact or Create lead window, which will allow you to create a new contact or lead and link them.
After a contact or lead has been linked, you can click on their name to open the contact or lead in Salesforce.
How To Edit A Contact Or Lead?
To edit a contact or lead after it is linked, click (Settings) and select Edit from the drop down menu. The Edit contact or lead window will open. Make the required changes and click Edit.
Or you can also edit the details from the sidebar.
You won’t be able to edit the First Name & Last Name of a contact.
How To Unlink A Contact Or Lead?
If you made a mistake and linked to the wrong contact or link, you can unlink a contact or lead. To unlink a contact or lead after it is linked, click (Settings) and select Unlink from the drop-down menu. Confirm that you want to unlink the contact or lead because this action cannot be undone.
Tickets
Once you link a contact, all tickets of that contact will be synced in Statusbrew.
Click on any ticket to open Ticket details. From here, you can add comments and click on (View external) to open the ticket in Salesforce.
You can also create tickets from Statusbrew.
Click (Create a ticket). The Create window will open. Add the details and click Create to create a ticket.
HubSpot contact
If you have connected your HubSpot account to Statusbrew, you will see the HubSpot integration when viewing conversations within your Engage inbox on the Contact sidebar.
You can create new contacts and view, link, and edit existing HubSpot contacts in Statusbrew.
To search for and link a contact in HubSpot:
Click (Search Hubspot) or click Search Hubspot. A window will appear that will allow you to search for the contact by either using:
Name
Email
Social profile
Use the search bar to find contacts in HubSpot. You will also get suggestions.
Click (View external) to open the contact in HubSpot.
Click Link to link the contact from HubSpot in Statusbrew.
If you'd like to create a new contact, click Create contact. This will open a Create contact window, which will allow you to create a new contact and link them.
After a contact has been linked, you can click on their name to open the contact in HubSpot.
How To Edit A Contact?
To edit a contact after it is linked, click (Settings) and select Edit from the drop-down menu. The Edit contact window will open. Make the required changes and click Edit.
Their data is updated in Statusbrew and in HubSpot.
How To Unlink A Contact?
If you made a mistake and linked to the wrong contact, you can unlink a contact. To unlink a contact after it is linked, click (Settings) and select Unlink from the drop-down menu. Confirm that you want to unlink the contact because this action cannot be undone.