How to view contact activity and AI conversations in Presence® CRM

How to use the Overview, Activity, Notes, and Messages tabs on a contact profile.

Overview

The main content area of a contact profile has four tabs — Overview, Activity, Notes, and Messages. Each shows a different type of information about how the contact is engaging with your website and AI.

Overview tab

The Overview tab shows an AI-generated summary of the contact based on messages exchanged with the AI Lead Nurture system. This tab only appears if the contact has AI conversation data.

The summary extracts key information, including:

• Bedrooms and bathrooms they're looking for
• Price range
• Preferred locations
• Financing status
• Timeline and readiness
• Appointment details
• Properties they're interested in

Use this tab to quickly understand a contact's needs without reading through every message.

Activity tab

The Activity tab shows a chronological timeline of everything the contact has done on your website.

Property activities:

• Properties viewed, saved, or favorited
• Properties inquired about, shared, liked, or disliked

Saved search activities:

• Searches created for this contact
• Searches modified (filter or setting changes)
• Searches deleted

Each property activity shows a card with the property image, price, bedrooms, bathrooms, square footage, and full address. Click any property card to view complete details.

The timeline loads 20 activities at a time. Click Load more at the bottom to see additional activities in batches of 20.

Notes tab

The Notes tab is for internal notes about the contact — visible to your team but not to the contact.

Note: The Notes tab only appears if the new notes feature is enabled on your account. If you don't see it, contact our support team.

To add a note: Type directly in the input at the top of the tab and press Enter or click Submit. Notes save immediately with your name and timestamp.

Viewing notes: Notes appear in chronological order, newest first, grouped by date. Each note shows the creator name, timestamp, title (if present), and body.

To edit or delete a note:

1. Click the note to open the detail view.
2. Edit the title and body as needed, or click Delete to remove it.
3. Click Save to apply edits.

Important: You can only edit or delete your own notes. Notes from other team members and system-generated notes are read-only.

Messages tab

The Messages tab shows the conversation between the AI Lead Nurture system and your contact. This tab only appears if AI Lead Nurture is enabled on your account.

AI Status shows the current state of the conversation:

Message history shows the full conversation in chronological order — contact messages on the right, AI messages on the left, with timestamps and avatars.

How to end the AI conversation

1. Click End AI Chat at the bottom of the Messages tab.
2. Confirm the action.

The AI immediately stops messaging this contact and the status changes to "Ended by you."

Important: This cannot be undone. The only way to restart AI Lead Nurture for this contact is if they re-engage by submitting a new inquiry or form on your website.

How to send a manual message

Read before sending: Sending a manual message permanently ends the AI nurture flow for this contact — the AI will not resume after you send. Additionally, the contact will assume they are still talking to the AI Specialist unless you explicitly introduce yourself as their agent.

1. Click Send Manual Message at the bottom of the Messages tab.
2. Type your message.
3. Click Send.

FAQs

Why don't I see the Notes tab on a contact profile?

The Notes tab only appears if the new notes feature is enabled on your account. Contact our support team if you'd like to enable it:

• Live chat in the Presence® Platform (fastest)
• Email: support@luxurypresence.com
• Phone: 310-955-1077, option 2

Why don't I see the Messages tab on a contact profile?

The Messages tab only appears if AI Lead Nurture is enabled on your account. If you don't see it and want to add AI Lead Nurture, contact our support team.

What happens if I send a manual message in the AI thread?

Sending a manual message permanently ends the AI nurture flow — the AI will not send any further messages to this contact. The contact will also assume they are still talking to the AI Specialist unless you introduce yourself. This action cannot be undone.

Can I restart AI Lead Nurture after ending it?

Not directly. Once the AI conversation is ended — either by clicking End AI Chat or by sending a manual message — it can only restart if the contact re-engages by submitting a new inquiry or form on your website.

What does "Handed off" mean in AI Status?

Handed off means the contact has been marked as ready for personal follow-up. The AI has completed its nurturing role and the contact is waiting for you to reach out directly.

Can I edit another team member's notes?

No. You can only edit or delete your own notes. Notes from other team members and system-generated notes are read-only.