How to access the Contacts section

You have two ways to access the Contacts section. The first one is on the platform’s homepage, under "Serve users". The second one is through the left side menu; inside the "Conversations" menu, you will find the "Contacts" option.

Once inside, you will see two sections on the screen: on the left panel, you will find the list of contacts and companies, and on the right side, you can view the details of the selected contact.

Contacts and Companies List

In the contacts and companies list, you can use the search bar to find a contact or company by name, depending on which tab you are currently in.

You can create a new contact or a new company by clicking on the "plus" icon.

To create a new contact, it is mandatory to enter an email address or a phone number. If neither of these pieces of information is provided, you will not be able to save the contact.

Previously saved contacts

Keep in mind that every time a new conversation starts, a new contact will automatically be created using the email address or phone number provided by the user.

The contact's name will be automatically captured from the one configured by the user on the chosen channel (for example, their WhatsApp display name). You can later modify this through the "Edit" button to ensure information stays accurate and updated as agents interact with users.

If the user contacts you through channels without an email address or phone number (for example, webchat or Instagram), the contact will still be saved but will generate a pending action to add the missing information later.

Contact information

Within the contact information section, you will find details about the contact, recent conversations, and the option to start a conversation directly through the registered channel.

By clicking on "Start conversation," you can initiate a conversation with the contact through the registered channel.

How Contacts Appear on the Conversations Screen

On the conversations screen, in the left-hand section, you have the option to create a new contact or view all existing contacts without having to leave the page.

On the right-hand side of the conversation screen, you can edit the contact's information by clicking on the “plus” icon in the contact details section.