Core Capabilities
The Contacts system enables businesses to:- Automatically generate contact profiles - Each conversation creates or updates a contact record
- Track contact activity - Monitor last seen timestamps and interaction history
- Link contacts to conversations - Navigate between contact profiles and their associated chats
- Identify contacts across channels - Track people across web chat, calls, SMS, forms, email, Slack, Microsoft Teams, and social messages
- View agent associations - See which agent(s) have interacted with each contact
- Search contact directory - Quickly locate contacts using search functionality
- Filter by interaction date - View contacts ordered by most recent activity
- Access conversation history - Track chat type and conversation origins
- Block and unblock contacts - Prevent unwanted interactions while preserving message history for audit
- Merge duplicate contacts - Combine two records of the same person, with their conversations, goals, tasks, notes, and history
- Follow agent work - See the goals, tasks, and notes your agents hold for each contact
Contact Information
Each contact profile includes:- Contact ID - Unique identifier for the contact
- Visitor information - Device, browser, and session data
- Last seen timestamp - Most recent interaction date and time
- Associated agent - Agent emoji and name from last conversation
- Conversation type - The channel of the latest conversation, such as web chat, call, SMS, form, or email
- Creation date - When the contact was first created
- Team association - Team ID for multi-tenant organization
Contact Display Names
The platform automatically determines contact display names using a priority hierarchy:- First name + Last name (if both available)
- First name only
- Last name only
- Email address
- Phone number
- Any other populated attribute
- Contact ID (fallback)