Contact Enrichment brings all your customer data into a single, unified contact profile—making it easier to understand, segment, and engage with your audience. By combining internal data like reviews, surveys, tags, and system fields with external data such as appointments and custom attributes, Contact Enrichment gives teams a complete 360° view of every contact. With enhanced activity timelines, editable attributes, and AI-powered insights like Best Time to Send and Likelihood Scores, you can reduce context switching, improve operational efficiency, and take smarter actions from one place.

Click ‘Contacts’ in the left navigation rail.

Select the contact you want to view details for.

A drawer opens on the right side of the screen. Click ‘View details’ in the top-right corner of the drawer.

The contact profile opens with multiple expandable sections on the left panel. These sections help you view, edit, and take quick actions on a contact—all from one place.

Below is a breakdown of each section and what you can do within it.

This section shows core information about the contact, such as their email address, phone number, experience score, associated locations, contact type, and list memberships. You can also edit these details directly if you have the required permissions.

This section helps you quickly understand who the contact is and their relationship with your business.

This section shows how the contact has opted in or out of different communication types across email and text channels—such as feedback, marketing, and service updates.

This helps ensure messages are sent in compliance with the contact’s preferences and avoids unwanted communication.

The Custom fields section displays any custom attributes created specifically for your business, such as date of birth, patient-related information, or internal identifiers.

You can edit these fields to keep contact-specific information accurate and up to date.

The System fields section contains system-generated data that is automatically captured, such as the latest review source, rating, and review date.

These fields are read-only and help provide important context about the contact’s recent activity and engagement.

This section allows you to add or manage tags associated with the contact. Tags help with segmentation, filtering, and organizing contacts based on behavior, attributes, or internal workflows.

You can add or remove tags as needed.

From the contact profile, you can also take quick actions such as sending instant review requests, referral requests, survey requests, or messages directly to the contact.

This allows you to engage with the contact immediately without navigating away from their profile.

It provides a complete, chronological timeline of every interaction associated with the contact. This includes activities such as appointments, reviews, surveys, referrals, campaigns, alerts, and messages.

Each activity appears with a clear timestamp, helping you understand when and how the contact has engaged with your business.

You can refine the timeline using the available filters:

This makes it easy to track engagement history, identify patterns, and get full context before taking action.

The Feedback tab gives you a consolidated view of all feedback shared by a contact, including reviews and survey responses. This helps you quickly understand customer sentiment, satisfaction levels, and recent feedback activity—all in one place.

This section displays all reviews submitted by the contact across connected review platforms.

It shows all surveys completed by the contact, along with their scores and submission details.

It provides a complete view of all appointments associated with a contact. It helps you track past visits, upcoming appointments, completion status, and key appointment details—all in one place.

This tab is dynamic and adapts based on the industry, displaying relevant fields and information accordingly.

The Intelligence tab uses AI-powered insights to help you understand how a contact is most likely to engage across communication, reviews, and surveys. These insights are derived from the contact’s historical behavior and interactions, helping teams take smarter, more timely actions.

Communication intelligence: This section highlights how and when a contact is most likely to engage with your messages.

Preferred channel – The channel the contact is most responsive to (for example, Text or Email).

Best time to send – The optimal time of day to reach the contact.

Best day to send – The day of the week with the highest engagement likelihood.

Email engagement likelihood – Predicted likelihood of engagement via email.

Text engagement likelihood – Predicted likelihood of engagement via text.

Review Intelligence: It predicts how the contact may respond to review requests.

Survey Intelligence: It provides predictions related to survey engagement and satisfaction.

Use the Generate summary button to instantly get an AI-powered overview of the contact’s recent activity, engagement patterns, and sentiment.

The summary highlights: