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Individual contact pages provide detailed views of visitor profiles, enabling businesses to manage structured attributes, view unstructured insights, and track all data collected through agent conversations.

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Contact Profile View

Each contact profile is laid out in two columns, with the contact ID displayed in the breadcrumb navigation:
  • Record - The contact’s record, organized in tabs
  • Activity - A timeline of everything that happened to the contact: insights collected, attribute changes and who made them (a teammate, extraction, or enrichment), each interaction per channel, outbound messages, and merges

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Record Tabs

  • Record details - The contact’s attributes (the default tab)
  • Goals - The goals your agents are pursuing or have pursued with this contact
  • Tasks - Every task your agents hold for this contact, soonest first; open one to see the goal it belongs to
  • Notes - What your agents wrote down about this contact
The Goals, Tasks, and Notes tabs show a count (for Tasks, the open tasks). The open tab is kept in the page address, so refreshing the page or sharing the link brings you back to the same tab.

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Contact Actions

The ⋯ menu on the Activity heading holds the actions for the contact:
  • Conversations - Open the contact’s conversations
  • Insights - View all unstructured insights collected about the contact, and sync them from its conversations
  • Copy ID - Copy the contact ID
  • Merge contacts - Merge a duplicate contact into this one (see below)
  • Block or Unblock - Stop or restore agent interactions with the contact (see below)

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Contact Attributes

The Record details tab lists every attribute your team defined, custom and default, with attribute names shown in English or French based on your language.
  • Edit a value - Click a value to edit it; it saves when you leave the field
  • See where a value came from - Each value shows its source, such as a teammate, extraction from a conversation, or enrichment
  • Filled in automatically - Your agents extract attribute values from conversations as they happen, and extraction never overwrites a value a teammate typed
  • Manage definitions - Add or change the attributes themselves under Attributes

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Merging Contacts

When the same person ended up as two contacts, for example after writing in by email and calling from a phone number, merge them into one. Open the contact you want to keep, choose Merge contacts from the ⋯ menu, and pick the duplicate.
  • Everything moves - The duplicate’s conversations, goals, tasks, notes, activity, and details move to the contact you kept, and the duplicate stops appearing in your contacts
  • Your details are kept - When both contacts hold the same detail, the one already on the contact you kept wins, unless the duplicate’s value was typed by a person and yours was not. Details the kept contact is missing are filled in from the duplicate
  • Blocking carries over - Merging a blocked duplicate blocks the contact you kept
  • Recorded in the timeline - The merge appears in the contact’s activity
A merge cannot be undone from the dashboard. Check that both records describe the same person before you confirm.

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Blocking Contacts

Teams on the Pro subscription can block individual contacts to manage unwanted interactions or prevent abuse. Choose Block from the ⋯ menu on the contact’s profile and confirm.

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What Happens When a Contact Is Blocked

  • Agent responses are disabled - Your agent stops responding to the blocked contact across all connected channels
  • Incoming messages are not taken - Web chats, calls, text messages, and emails from a blocked contact are not recorded; social direct messages are saved but not answered
  • Goals are cancelled - Any goals for the contact are cancelled at their next step
  • Profile remains accessible - The contact’s profile, attributes, and conversation history are fully preserved
  • Takes effect immediately - Blocking applies as soon as the action is confirmed

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Unblocking a Contact

Contacts can be unblocked at any time from their profile. Once unblocked, normal agent interactions resume immediately across all channels. Goals cancelled while the contact was blocked are not restored.