Lead Profile
What is in the profile
In the side menu, open Leads and select a person in the list. This opens the lead profile. You can also open it from the Dialogs section, available through the matching side menu item.
The profile helps you understand who contacted the project, which channel the person came from, and what is already known about them. The numbers in the screenshot correspond to these parts of the page:
- Basic information — avatar and name, subscription and blacklist state, platform, external ID and username, an external profile link when the platform supports it, channel, language and dates when available, and a platform- or channel-side block state.
- Recent dialogs — up to three recent conversations and a link to the full list.
- Dialog — a specific conversation row that opens its messages.
- Credit limits — the amount of agent usage available to this lead when a limit applies to their channel.
- Variables — values associated with this lead; see Lead Variables for adding, types, and editing.
- Operator notes — an internal customer comment that the customer cannot see.
- Segments and consents — current segments, membership source and date, and accepted consent documents and versions.
Recent dialogs
The Dialogs section shows up to three of this lead's most recent conversations. Each row shows the channel, time, unread state, test-dialog mark, and latest available content. When there is no text, the preview shows a deleted or forwarded message, or the attachment type and count. The latest reply also indicates whether it came from an agent or operator.
Select a dialog row to open the conversation. If the lead has more than three dialogs, View all dialogs (N), where N is the lead's total dialog count, opens the Dialogs section already filtered to this lead.
An empty section means the lead has no dialogs yet. The “Failed to load lead dialogs” message applies only to this section; the rest of the lead profile remains available.
Credit limits
View the remaining amount
The Agent usage credits card appears when a personal limit applies to this lead's channel. For every period, it shows the limit, used amount, remaining amount, and the next period start date. Extra credits and the total available amount appear below.
Grant extra credits
A member who can manage leads can do the following:
- Select Grant credits.
- Wait for the dialog to open.
- Enter the amount.
- In Grant type, choose Manual grant or Purchase. Both options increase the extra balance; the type distinguishes the operation in history.
- If needed, complete the Comment field, such as with an order number.
- Review the values and select Grant credits.
The grant changes only this lead's available amount and does not top up the project balance.
Restart the periods
Reset limits immediately clears the amount used in every lead period and restarts them. There is no separate confirmation dialog, so check the lead's name and channel before selecting it. Extra credits are preserved.
View history
- Select History.
- Wait for the dialog to open.
- Review usage, grants, purchases, resets, adjustments, and refunds. An operation shows the date, credit amount, reason, and related dialog when available.
- Use search to find an operation by its data, dialog name, or comment.
Project-wide rules and channel exceptions are covered in Lead credit limits.
Lead actions
Actions in the profile change data for one specific lead. Before blocking or refreshing data, check the channel and make sure you are working with the right user.
- refresh lead data from the platform;
- enable or disable the Project operator flag;
- edit the operator note;
- add to the black list;
- remove from the black list;
- manually add the lead to a segment or remove it from one;
- edit lead variables.
Use operator notes to leave an internal comment about the customer. After editing, select Save; the customer cannot see this note.
A regular profile sync is available no more than once per hour. It refreshes the first name, last name, username, avatar, language, and subscription state available on the platform, then shows which fields changed. For VK, the subscription state is verified by checking whether the community can send messages to this lead. If that check changes the status, History records it as a clarification of message availability, not as a subscribe or unsubscribe event.
When the data must be checked sooner, use Force refresh. It bypasses the cooldown, so first verify the channel and user. No changes is a valid result; if synchronization fails, the existing profile data remains intact.
Project operator
When replies come from an operator's external account and that account appears as a regular lead, enable the Project operator switch for that lead. New messages and button clicks from this account remain in the dialog and history but no longer trigger or assign an agent.
The mark is saved immediately and applies to new events. It only changes message processing and does not grant cabinet access. Use it only for an operator account; enabling it for a customer stops the agent from reacting to that customer's new messages.
If the operator replies while AI is preparing a customer response, the pending response is canceled by default. Disable the mark for the same lead to restore regular processing. When an operator writes as an external chat or channel, you may need to mark a space instead of a lead. The distinction is covered in Project Operator and Agent Replies.
Lead segments and consents
The Lead segments block shows segments the lead currently belongs to. An agent subscription segment has a separate agent icon: select it to view the agent's name and state or open its settings. Open the segment itself to see the join date, subscription source, and consents accepted for that segment.
Each accepted consent shows the document name, version, and acceptance date. If the accepted version has a file, it can be opened; for a text document, the cabinet shows the saved text. This lets you verify the exact version the user accepted at subscription time.
To add a lead manually, click Add. In the selection dialog, find a segment through search and click the required segment. An ordinary editable segment is added immediately; segments already connected to this lead are not shown. Segments with an agent icon and segments marked Managed remain visible, but a lead cannot be added to them manually.
In the membership details, Remove removes the lead only from the selected ordinary segment. It does not delete the lead profile or the project segment. This action is unavailable for agent-managed and read-only segments; a member with lead management permission can manage ordinary segments.
Blacklist
Adding a lead to the blacklist stops AI replies to that lead and excludes the lead from delivery audiences. You can provide an internal reason when adding the lead; it is stored and displayed in the card. Remove the lead from the blacklist to allow replies and deliveries again.