Contacts

Every person who has ever messaged your organization on any channel appears in Contacts — one record per person, even if they’ve messaged you multiple times or opened several tickets.

What’s on a contact

Name, email, phone, country, their most recent message and when it arrived, and (if you track it) customer lifetime value. Opening a contact shows their full ticket history across every channel they’ve used.

Searching and filtering

The search box matches name, email, or phone across your entire contact list, not just what’s currently loaded on screen. The country filter narrows the list to specific countries, pulled from your real contact data. Both are combinable, and both page through results server-side — this stays fast whether you have a dozen contacts or thousands.

Where contacts come from

A contact is created automatically the moment someone messages you for the first time on a connected channel — there’s no manual “add contact” step for inbound conversations. For channels with a real profile API (LINE, for example), their real display name and photo are pulled in automatically; channels without one (the website widget, for instance) start with a generic placeholder name until they tell you who they are.