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Settings → Profile is your own account. Everything on this page affects only you, not the rest of the team.
The Profile settings page with User Info, Two Step authentication, User Contacts and Login Sessions
The page has five blocks, in this order: User Info, Two Step authentication, Gmail connection, User Contacts and Login Sessions.

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User Info

Your full name, display name, email, password and role. Display name is what customers see when a message goes out under your name — use the name you actually introduce yourself with, not your legal name. Click Edit Profile to change any of it, including your password.

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Two Step authentication

Adds a second step to your sign-in.
  • Click Enable, then confirm.
  • Use Add authentication method to register how you receive the code.
Strongly recommended for admins and anyone who can see customer payment data. Your company can also require it for everyone — see Team and security.

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User Contacts — the numbers you work from

This is the block that makes messaging work at all. Each contact is one channel on one provider. The table lists each contact’s Channel, Provider, Contact, Default (Yes / No), Status and Actions (edit, delete).
1

Click Add user contact

The Add new user contact dialog opens.
2

Fill it in

  • Channel — Call/SMS (same number), SMS, Call, WhatsApp or Email. Call/SMS (same number) is a shortcut: enter one number once and it is saved as two contacts, one for calls and one for texts.
  • Provider — depends on the channel. Call or SMS: Twilio, RingCentral, Telnyx, Vonage, Quo or Zoom Phone. WhatsApp: Twilio. Email: Mailgun, SendGrid or Gmail.
  • Contact — the phone number (for Email the field is labelled Email). With Provider = Gmail the field becomes a Gmail mailbox picker listing the mailboxes connected in the Gmail connection block above.
  • Status — Active or Disabled.
  • Is Default? — tick it to make this your main line for that channel.
3

Apply

Click Apply to save.

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The rules that trip people up

One entry covers one channel. A number you use for both calls and texts needs a Call entry and an SMS entry — pick Call/SMS (same number) when you add it and both are created for you. Editing an existing contact only offers the single channels.
  • You can have one default per channel: one default call number, one default SMS number, one default email.
  • You can mix providers freely — RingCentral for calls, Twilio for SMS, SendGrid for email.
  • Without a default SMS or email contact you will see “No SMS / email sender available” in the Inbox and cannot message anyone.

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RingCentral needs registering

If the contact’s provider is RingCentral, a Register button appears next to the number.
The Register button next to a RingCentral number in User Contacts
Click it, complete the RingCentral sign-in in the popup, and the number is authorised. Until you do, calls and texts through RingCentral will fail.

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Gmail connection

Connect your own Gmail or Google Workspace mailbox to send and receive chat emails as yourself.
This block only appears when the Gmail integration is enabled for your organization. Click Connect Gmail and complete the Google sign-in. Once linked, the block shows the mailbox address with a status tag — Connected, Needs reauthorization, Error or Disconnected — plus Test connection, Disconnect, and Reconnect Gmail when the status is not Connected. After connecting, add the mailbox as an Email user contact with Provider = Gmail (below) so chat emails go out from it.
On Google’s consent screen, make sure both permissions are checked — “Read your email messages” and “Send email on your behalf”. Without both, the connection cannot complete and the page asks you to reconnect and approve both.
This is your personal mailbox for chat email. The mailbox that feeds email parsing is connected separately on that page.

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Login Sessions

Every device signed in as you: Country, Device, Last activity and IP. Check it if you suspect someone else has your password, and change your password immediately if anything looks wrong. The block is only shown if your role can view login sessions. Organization-wide session history for admins lives in Team and security → Sign-in history.

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Checklist

Notifications

Where your alerts go — use different contact details than these.

Team and security

Roles, teams and organization-wide security.