Contacts

Create a contact and organize customer details

Add a contact, review available conversation history and use labels to make follow-up easier.

Published · Updated

A contact brings together available customer details and linked conversations. You can create a record manually or review one created when a connected channel receives a message.

Before you start

You need access to Contacts and accurate information obtained for your business purpose. Avoid adding personal details you do not need.

Steps

  1. 1

    Open Contacts

    Select Contacts from the navigation and search for the customer first to avoid creating a duplicate.

  2. 2

    Create or open a record

    If you do not find the customer, choose Add contact and enter the name and available contact method accurately.

  3. 3

    Review channels and history

    Open the record and check connected channels, previous conversations and visible details before editing anything.

  4. 4

    Organize the details

    Add a suitable label or custom field if enabled, and a short operational note when needed.

  5. 5

    Test search

    Return to the list and search by name or contact method to confirm the correct record appears.

Check the result

The contact appears once with correct details, and the team can find it and understand available context.