Contact Intelligence
VIP flags, smart indicators, and contextual alerts for contacts
Contact intelligence gives your team instant visual cues about who they are helping. Flags appear as coloured badges on the contact profile and as contextual alerts in the ticket detail panel, so agents always have the right context before they respond.
Intelligence Flags
There are four flags, split into two categories:
Automatic Flags
These are detected by the system and applied without any action from your team.
| Flag | Colour | Meaning |
|---|---|---|
| First Ticket | Blue | This is the contact's very first support request. A chance to make a strong first impression. |
| New Client | Green | The contact signed up recently. They may need extra guidance or onboarding support. |
Manual Flags
These are set by your team to communicate important context across all future interactions.
| Flag | Colour | Meaning |
|---|---|---|
| VIP | Gold | A high-value client who should receive priority attention. |
| Handle with Care | Red | A sensitive situation — the contact may have an unresolved complaint, escalation history, or other context that requires a careful approach. |
Manual flags can be toggled on or off from the contact profile by any team member.
Where Flags Appear
Intelligence flags are displayed in two places:
- Contact profile — badges appear alongside the contact's name, visible on the contacts list and in the contact detail view.
- Ticket detail panel — when viewing a ticket, smart slot cards highlight active flags for the associated contact. This ensures agents see important context without having to navigate away from the ticket.
Automatic flags update in real time. For example, the "First Ticket" flag is removed once the contact submits a second ticket.
Best Practices
- Use VIP for clients on premium plans or with high account value, so agents know to prioritise them.
- Use Handle with Care to flag contacts with active complaints or a history of escalations. Pair it with an agent note explaining the situation.
- Automatic flags require no maintenance — the system handles them for you.