Name, phone, email, company, stage and the tags your team uses. What the customer says in the chat can be saved to the profile without leaving the conversation.
One owner per customer.
Every contact has a person in charge, kept in sync with whoever handles the most recent conversation, so nobody gets lost and everyone knows who to ask.
Tags to segment.
New customer, VIP, quote, complaint: tags filter the contact list and the inbox, and they are the audience for your template broadcasts.