Edit a contact

A customer changed their phone number. You spelled their name wrong on import. They got promoted to VIP. Editing a contact is mostly inline — open the contact, change the field, save.

Steps

1. Open the CRM.
2. Find the contact (search by name, email, or phone).
3. Click into the contact to open the detail.
4. For the field you want to update:
   Name, first name, last name — click the name in the header, edit, save
   Emails / phones / other addresses — open the addresses section, edit existing or add new
   Customer tier — open the tier dropdown and pick a new tier
   Linked organization — see Link a contact to an organization
   Custom fields — click into the field, change it, save
5. Most edits save inline — there’s no global “save contact” button.

Edit emails and phones

A contact can have multiple emails and phones. Each is a separate row:

• Add — click “Add email” / “Add phone” in the addresses section
• Edit value — click into the row, update the value
• Set primary — click the “primary” toggle on a row (only one per type can be primary)
• Delete — click the row’s delete icon

The primary address is what Atender uses for outbound — outbound email goes to the primary email, outbound calls dial the primary phone. Make sure the primary is the right one.

Customer tier

If customer tiers are enabled in your tenant:

• Open the tier dropdown on the contact
• Pick a tier — VIP, Gold, etc.
• The tier badge updates immediately
• The change propagates to the conversation list — open conversations from this contact now show the new tier badge

If tiers aren’t enabled, the dropdown isn’t visible.

Custom fields

Custom fields are organized into sections in the contact detail. Click into any field, edit, save. Different field types have different inputs:

• Text / textarea — type-in
• Number — numeric input
• Date — date picker
• Select — dropdown of predefined options
• Multiselect — multi-pick from predefined options
• Checkbox — toggle

If a field doesn’t exist, an admin needs to create it first in Settings → Custom Fields. See Custom fields.

What you can’t change

• Contact type (individual / organization) — set on creation, can’t be changed afterwards. To switch type, delete the contact and recreate.
• Primary identity tied to conversations — every prior conversation links to this contact via its ID, so the contact’s identity is stable across renames

Verify it worked

• Reopen the contact to confirm the changes persisted
• For tier changes: check that the new badge appears on conversations from this contact in the inbox
• For email / phone changes: send a test reply or place a test call to confirm the new value routes correctly
• For custom field changes: open a conversation from this contact and confirm the value appears in the Conversation Info panel

Troubleshooting

• Symptom: Inline edit didn’t save. Fix: Most fields save on blur (clicking away). If you typed but didn’t click outside the field, the change may not have been committed. Try again and click somewhere else.

• Symptom: I can’t see the tier dropdown. Fix: Customer tiers are off by default. Ask an admin to enable them in Settings → Customer Tiers.

• Symptom: Custom field has wrong type / wrong options. Fix: The custom field’s schema is set in Settings → Custom Fields. Edit the field schema there; per-contact values then validate against the new schema.

See also

• Create a contact
• Contact fields reference
• Customer tiers
• Merge contacts