Managing contact profiles

Every person who reaches out to your support team is automatically added as a contact in Deskwoot. Their profile serves as a central hub that aggregates all interactions across channels, giving your agents the full picture before they even type a reply. Understanding how to manage these profiles effectively can save time, reduce duplicate records, and lead to better customer experiences.

Contact information

Each contact profile includes key details such as name, email address, phone number, company, and linked social accounts. Agents can view and edit these fields directly from the contact panel.

Keeping profiles accurate

• Review details early. When a new contact is created automatically, some fields may be incomplete. Encourage agents to fill in missing information during the first interaction.
• Use consistent formatting. Decide on a standard for phone numbers and company names so searches and filters return reliable results.
• Add notes when relevant. If a contact has specific preferences or context that future agents should know, attach a note to the profile rather than relying on conversation memory alone.

Conversation history

The contact profile displays every past conversation regardless of channel. Email, live chat, social messaging, or any other connected inbox. This unified timeline lets agents understand prior issues, follow up on open threads, and avoid asking customers to repeat themselves.

You can click into any previous conversation directly from the profile to review the full thread and any internal notes attached to it.

Merging duplicate contacts

Duplicates can appear when the same person reaches out from different channels or email addresses. If your Deskwoot plan supports contact merging, you can combine two profiles into one so that all conversations and details live under a single record. Before merging, double-check that both profiles genuinely belong to the same person to avoid mixing up unrelated histories.

Best-practice tips

1. Audit contacts periodically. A quick review every few weeks helps catch duplicates, outdated information, or test entries that should be removed.
2. Leverage filters and search. Use the contact list's search and filter options to locate profiles by email, company, or channel. Especially useful for larger teams.
3. Respect privacy. Only store information that is necessary for support. Remove or anonymize data when a customer requests it.

Frequently asked questions

Can I manually create a contact before they reach out?

Yes. You can add a new contact from the contacts section and fill in whatever details you have. A conversation history will begin building once that person sends their first message.

What happens if I delete a contact?

Deleting a contact typically removes their profile and associated data. Make sure you no longer need the conversation history before proceeding, as this action may not be reversible.

Are contacts shared across all inboxes?

Contacts are stored at the account level, so any agent with the appropriate permissions can view and update a profile regardless of which inbox the original conversation came through.