View more information on the channels and merge suggestions of your contact
In Contact Details, press on the Channels tab.
In this tab, you can find a list of the channels connected to the space with different indications. There are 3 different type of channels you can find here :-
Active channels are channels that is connected and has existing interaction with a contact. These channels can be indicated by the date and time connected.
For Facebook channels, you can click on the link button at the title to navigate to the conversation at Facebook Page.
Inactive channels are channels that are yet to be connected with the contact. It can be connected by initiating a conversation with the contact. Clicking on the Send first message will select the channel by default in the messaging bar.
Only applicable to WhatsApp, SMS and Gmail providing the phone number or email address is present.
Restricted Channel are channels that are not connected doesn't have existing interaction with the contact. These channels cannot be connected via the user's initiative and the connection has be done by the contact's initiative.
Within a space, there can be multiple contact records belonging to the same person. In such scenarios, the contact records can be merged into one complete record.
The suggestions are made based on the phone number or email address of the contact records. When two contact records share the same phone number or email address, these two records will be merge suggestion for each other. Refer here on how to merge contacts.