In two lines: when someone writes their phone number, email or website in a CRM chat and their record doesn't have it, it shows up on their record, in the From the chat card, with a quote of the message. You add it with one click or dismiss it: nothing is saved without your confirmation.

Why does it matter?

A lead's most useful details often arrive mid-conversation: here's my number, write to me at…, have a look at our website. If nobody copies them to the record, they stay buried in the thread: the next salesperson doesn't see them, a sequence can't use them and the deal has no phone to call. MB Suite reads what the person writes and leaves it ready to add, with the exact sentence it came from, so you decide in a second without leaving the record.

Which conversations are read?

The ones in CRM > Messages: WhatsApp on your CRM lines, and the Instagram, Messenger and TikTok direct messages you've moved to the CRM (how they get there). Only what the contact wrote counts: your replies and your team's are never read. It works on messages received since this feature became available, with one exception: when you send an Instagram, Messenger or TikTok chat to the CRM, its whole history is checked at that moment (that's often where you'll find the phone number they had already left you).

It picks up three kinds of details: phone numbers (with or without a country code), emails and websites. It leaves out what isn't the contact's: your own line's number, your company's website and email domain, and links that aren't anyone's website —social networks, link shorteners and link-in-bio pages, marketplaces, meeting and payment links—. An amount, a date or a number that comes right after words such as order, ticket or tracking (or Spanish ones like pedido, factura or DNI) isn't taken as a phone, and on WhatsApp forwarded messages, shared contacts or locations and replies made with the buttons of a template or an interactive menu are skipped, because they're almost always someone else's details or your own business's text.

Where do I see it?

On the person's record: it's the first card in the right-hand column, From the chat, above Details and every other block, both in the panel that opens from any card and on the full page in CRM > People. It only appears when there's something to review, and it shows even if your team hid Details from the record. That's the only place where details are added or dismissed.

Three other places let you know so you don't have to go looking: the person's card on a prospect, a deal or a company shows a notice such as Left a phone number in the chat with Review; in CRM > Messages, the chat header shows a badge such as 1 detail for the record; and when you move a direct message from the Inbox with Send to CRM, the confirmation adds how many details it found in the chat, with Review, which opens the record right there, without leaving the Inbox. All three take you to the record.

How do I add a detail to the record?

Open the person's record —from CRM > People, with Review on a card or in the Inbox notice, or by clicking the badge in the chat header— and look at the From the chat card, at the top of the right-hand column. Each row shows the type of detail and its value and, underneath, the channel, the quote of the message with the detail in bold, and the date.
If you need more context, click the quote —hovering over it shows the full quote and Open chat—: it opens the chat in CRM > Messages and, if the message is among the most recent ones, takes you straight to it and highlights it. The quote is read from the message every time, so if you don't have access to that conversation —a sales rep who doesn't work that WhatsApp line, for example— you see the detail and the date, without the quote or the link.
Press ✓ (Add to record). An email, a website or a phone number that came with its country code is added right away: it appears in Details —phone numbers in international format— and you get a confirmation such as Phone added to the record. A phone or an email joins the ones the person already has (and becomes the main one if that field was empty); a website is only offered while the record has none.
If the phone came without a country code, the row says no country code and ✓ opens Which country is it from? with only the countries where that number is valid, each one with the number as it would be saved; when the same number works in several countries —the +1 of the United States and Canada, for example— there's a single option, and the other countries are listed below it, after Also:. Pick one —or Other country… to look for it in the full list— and confirm with the button, which shows the full international number (for example, Add +52 55 1234 5678). Until you pick a country, the button says Choose the country; if you choose another country and the number isn't valid there, you'll see a warning and nothing is saved.
If it isn't a detail for the record, press ✕ (Dismiss). The row goes away at once and the notice —Suggestion dismissed: it won't come back.— offers Undo for a few seconds. Once dismissed, that detail isn't suggested again for this person.

From the keyboard: focus a row and press Enter to add it (or to open the country choice) and Delete or Backspace to dismiss it; Esc closes the country choice.

How is the country of a phone number without a code chosen?

MB Suite never guesses. It only offers countries where the number is valid, and it preselects one only when there's a clear signal: the country on the person's record, the country of their company, the country of the WhatsApp number they write from, or that of the WhatsApp line that received the message. Below the options it tells you which signal it used —for example, Suggested based on the record's country—. Without a signal, nothing is preselected: you choose.

Check the country before confirming. The phone on a record decides which person the WhatsApp messages from that number are attached to, and the CRM's AI Team can use it to write to them: with the wrong country, the message would reach a stranger. That's why nothing is saved on its own.

What if that detail is already on another record?

Then the row won't let you add it: it tells you which record it's on —for example, Already on Ana Gómez's record— and offers View record to open it and Same person? Merge records, which opens Merge people with that record already selected. Two records with the same phone or email make it unclear which person their conversations belong to, so the way out is to merge them, not to duplicate the detail. If you can't see that record —for example, it belongs to another sales rep and your team turned on Sales rep scope—, the row says Already on another record in this account and only lets you dismiss it.

If two people really do share a number —a company switchboard, for example—, you can still add it by hand by editing the record. The suggestion just won't do it for you.

Who can add or dismiss them?

Whoever can edit that person. Without that permission —a sales rep who opens another rep's contact, for example— you still see the suggestions, but without ✓ or ✕. The details: CRM roles and permissions: what each sales rep can see and do.

Can a suggestion go away on its own?

Yes, and on purpose. It disappears when the detail gets onto the record some other way —someone types it in, it arrives in an import or the AI Team adds it—; when the message it came from is deleted —the contact deletes it on WhatsApp or someone deletes it from MB Suite— or edited; when you unlink an Instagram, Messenger or TikTok chat from the CRM; and when nobody decides on it within 180 days of the message (details from older messages aren't suggested either). Whatever you already added stays on the record.

And the company?

It closes the loop too. When a company has no domain and its contacts do have a website —the one you added from the chat, for example—, the company suggests that domain in its Domain field, with the reason from Ana Gómez's website. It only does so when most of its contacts' websites point to the same domain, and never with a social network or another platform. You accept it with ✓ (Add to record) —it confirms with Added to the record— or dismiss it, just like any other field suggestion, such as the country.

Why isn't a detail the contact wrote showing up?

The usual reasons: the record or its company already has it (it's compared with what's saved); someone already dismissed it; it came in an email, an SMS or a comment, which aren't read (in an email, replies quote your own messages and signature, and your details would show up as theirs); on WhatsApp, it came as a button or menu reply; the message is older than this feature, more than 180 days old, or still in an Inbox conversation you haven't sent to the CRM; or it's a phone number without a country code that isn't valid in Latin America, the US, Canada, Spain or Portugal, or in the country set on the record or its company. In those cases, add it by hand by editing the record.

The record keeps the suggested detail and which message it came from, not the text of the message: the quote is read from the conversation every time, with the permissions of whoever is looking, and a suggestion nobody decides on stops showing 180 days after the message. As with the rest of the record, make sure you have the legal basis to process that data in the jurisdictions where you operate; your use of MB Suite is governed by the Terms and Conditions, which always hold the current version.

Still have questions?

Ask MIA, the MB Suite AI assistant: open it with the MB AI button (⌘J) in the top bar. MIA knows the section you're in, so you can ask it about what you see on screen — and it can also answer how-to questions about using MB Suite.

Details your contacts leave in the chat: add them to the record with one click