Every customer who writes to you becomes a contact: a record with their name, email, phone and all their conversations. The Contacts icon in the left bar opens the list; the same record opens from a conversation when you click the customer's name in Details.
Who sees the page
The Contacts icon appears for roles with the permission to view all contacts; the Admin role has it, the Agent role does not. What one can do on a contact (edit, block, export, merge, delete) is a separate permission each, see Roles and permissions.
The list
All contacts shows contacts and website visitors who left an email, with Search by email at the top and a sort by creation date or email. A visitor of your chat who gave no email does not appear in the list: open them from their conversation instead. Each row says whether it is a Contact (known by email, phone or a signed-in account) or a Visitor (a website chat visitor).
New contact opens a form with First name, Last name, Email and Country, saved with Create. Usually you do not need it: contacts are created by themselves when people write.
The contact card
Clicking a contact opens Edit contact: the fields First name, Last name, Email, Phone number and Country, saved with Update contact. Below are Notes: things your team should know about this customer across conversations, added with Add note. Notes are visible only to your agents.
The menu next to the name
The three dots next to the contact's name have four actions:
- Block: the person can no longer write in the chat, and emails from their address are rejected; other contacts with the same address are blocked too. Unblock in the same menu lets them back. In Telegram this is how you remove one person, see Telegram.
- Export data: downloads a file
contact-<number>-data.jsonwith the contact's details, their conversations with the messages (private notes are left out) and their survey ratings. Use it when a customer asks for their data. The export is recorded in the activity log. - Merge with…: joins two records of the same person, for example from Telegram and from your website, see Where your data is stored.
- Delete contact: deletes the contact with all their conversations, messages, notes and attachments, for good; the panel asks for confirmation. The deletion is recorded in the activity log.
From a conversation
In a conversation, Details shows the customer's name, email, phone (only when there is one) and country on every channel, and for a website visitor the IP address and the browser or app it came from: an app that names itself shows as its name, version and platform, a browser as its full identification with the whole text on hover. The link next to the name opens the contact card. Previous conversations in the same panel lists their earlier conversations.