Managing Contacts
View the customers your agent recognizes, with their profile, identities, conversations, and captured leads.
A contact is a customer your agent recognizes across conversations. Contacts are created automatically when:
- Your website identifies a signed-in user. See User identification.
- A customer messages your agent on WhatsApp.
Anonymous website visitors don’t become contacts.
In your agent, go to Activity > Contacts, then select View details on a contact to open it.
Contact details
| Section | What it shows |
|---|---|
| Profile information | Name, Email, Phone, and when the contact was First seen. |
| Identities | How the contact was recognized: the Provider (such as your website or WhatsApp), the Identifier, and when it was Linked. |
| Conversations | Every conversation with this contact, with its state and when it was last active. |
| Captured Leads | Leads the contact submitted, with their company and when they were captured. |
Delete a contact
Open the contact, select Delete contact from the actions menu, and confirm.
This removes the contact and its identities. Its conversations and leads are kept, but they’re no longer linked to it. If the same customer is identified again later, a new contact is created. This can’t be undone.