Skip to main content The Contacts section provides a centralized directory of all visitors who have interacted with your agent(s). Contacts are automatically created from conversations and include both structured attributes and unstructured insights.
Core Capabilities The Contacts system enables businesses to:
Automatically generate contact profiles - Each conversation creates or updates a contact recordTrack contact activity - Monitor last seen timestamps and interaction historyLink contacts to conversations - Navigate between contact profiles and their associated chatsIdentify contacts across channels - Track visitors across chat, call, SMS, and form interactionsView agent associations - See which agent(s) have interacted with each contactSearch contact directory - Quickly locate contacts using search functionalityFilter by interaction date - View contacts ordered by most recent activityAccess conversation history - Track chat type and conversation origins
Each contact profile includes:
Contact ID - Unique identifier for the contactVisitor information - Device, browser, and session dataLast seen timestamp - Most recent interaction date and timeAssociated agent - Agent emoji and name from last conversationConversation type - Chat, call, SMS, or form indicatorCreation date - When the contact was first createdTeam association - Team ID for multi-tenant organization
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)
