Managing contact profiles

Every person who reaches out to your team is automatically added as a contact. Their profile aggregates all interactions across channels, giving your team full context.

Contact information

Each contact record includes name, email, phone number, company, and any linked social accounts. You can edit these fields manually or let them populate automatically from incoming messages and pre-chat forms.

Conversation history

The contact profile shows every past conversation with that person, regardless of which channel they used. This gives your agents complete context when handling a new request.

Contact notes

Add internal notes to any contact for your team's reference. Notes are visible only to your agents and help share context about customer preferences, past issues, or account details.