Core Capabilities
Contact insights enable businesses to:- Capture unstructured data - Collect any information mentioned during conversations
- Store unlimited key-value pairs - No limit on types of insights that can be captured
- Track insight timestamps - Monitor when each insight was captured
- Link insights to conversations - Each insight is associated with a specific chat
- Review insight history - View all insights collected over time in chronological order
- Access raw insight data - View unprocessed insights before attribute extraction
Insight Structure
Each insight contains:- Key - The name or label of the insight (e.g., “preferred_contact_time”, “pain_point”)
- Value - The actual data captured (can be text, numbers, or mixed content)
- Creation timestamp - When the insight was captured during the conversation
- Chat association - Link to the conversation where the insight was captured
- Contact ID - The contact profile this insight belongs to
Insights vs Attributes
Insights
- Unstructured, freeform data
- No predefined schema required
- Captured automatically during any conversation
- Can contain any type of information
- Stored as raw key-value pairs
- Multiple insights can have different keys
Attributes
- Structured, predefined fields
- Defined by team administrators
- Can be AI-inferred or manually entered
- Limited to configured attribute definitions
- Used for unified contact card format
- All contacts share the same attribute schema
Viewing Insights
Businesses can access insights from:- Contact profile page - “Raw Insights” button opens insight modal
- Chat insights tab - View insights captured during specific conversations
- Read-only display - Insights shown in disabled text areas with timestamps