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:

1. 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.
2. Recent dialogs — up to three recent conversations and a link to the full list.
3. Dialog — a specific conversation row that opens its messages.
4. Credit limits — the amount of agent usage available to this lead when a limit applies to their channel.
5. Variables — values associated with this lead; see Lead Variables for adding, types, and editing.
6. Operator notes — an internal customer comment that the customer cannot see.
7. Segments and consents — current segments, membership source and date, and accepted consent documents and versions.

Birthday

The birthday appears in the basic profile information, next to the lead creation date. You can save the day and month without a year.

Click the pencil icon next to the birthday. The dialog shows the date source, fields for editing it and the last update time when known.

In the dialog:

1. Choose “Entered manually” in “Date source”. This works for a lead in any channel.
2. Enter the day and month, optionally the year.
3. Click “Save”.

Profile updates cannot overwrite a manual date. To clear it and prevent autofill, leave all date fields empty and save. “From channel” uses the latest available profile birthday again.

VK supplies the date when it is available in the profile. Telegram may supply it through private chat information; availability is not guaranteed. Use manual entry for other channels. Data is updated when the profile is retrieved and through “Refresh profile from platform”. A successful response without a shared birthday clears only the channel value; a failed request does not erase the saved date.

To send greetings, add the Birthday automation step. It can schedule the start on the birthday itself or in advance. Changing the date reschedules the next occurrence. A saved birthday alone does not grant permission to message the person.

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.

In an open private conversation, the counter next to the name lets you view all lead dialogs in one timeline. Unlike a filtered list, this combines message history within one channel.

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.

Lead funnels

The “Funnels” section shows the current stage and entry date for each funnel the lead belongs to. A lead has one current stage within a funnel but can participate in several funnels at once. This is the current position, not the complete transition history.

Assigned markers or “Without markers” appear below the stage. “Edit markers” lets you select labels and save them without moving the lead. Changing them requires lead management permission with access to this lead's channel. Click the funnel name to open its stages and statistics.

In the relevant funnel, you can view transition history or move the lead to another stage. To find all leads at a stage, use the “Funnels and stages” filter.

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;
• manage segment membership;
• 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.

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.