Contacts, segments and companies

Contacts

A contact is created automatically the first time a customer writes. The contact card holds their name, contact details, labels, attributes and the history of every conversation, across all channels at once.

Sidebar sections:

• All Contacts — the whole database;
• Active — visitors currently on your site;
• Segments — saved filters;
• Tagged with — filter by label.

Editing a contact

Open a contact and fill in the card: name, phone, email, company, labels. Details from the card are inserted into canned responses through variables such as {{contact.name}}.

Merging contacts

If one customer wrote from several channels, you will have several cards. They can be merged, and the conversation history is kept in the surviving card.

Segments

A segment is a saved set of conditions — for example, "customers in the capital tagged wholesale". Apply filters to the contact list and save the result as a segment; it then appears in the sidebar.

Segments are used to pick the audience for campaigns.

Companies

The Companies section groups contacts belonging to one organisation. Useful when you sell to businesses: you see every person at a customer and all correspondence with the company as a whole.

Import and export

Contacts can be imported from a file and exported back out. Import is what you want when moving from another platform.

Privacy

Access to customer data depends on the agent's role. To restrict who can see the contact database, use custom roles — see "Custom roles".