Within your contacts you can find all the details of your customers in one place. In this article we explain where you can find these contacts.
Within Contacts, you’ll find information about your customers if it has been filled in under Details during a conversation.
You can find all the data entered in the Fields in the Inbox here. In addition to the completed fields, you can also find tags and notes from (archived) conversations.
Using the search function, you can search by names, tags, or notes. This gives you an easy overview of the tags that have been used.
Anonymous conversations without tags, notes, or completed fields are not shown in Contacts. You can only view previously held conversations of contacts that came in via the Chat widget, and only when the custom fields were manually filled in by an agent.
Conversations via Whatsapp, Facebook or Instagram
For customers who contact you via WhatsApp, Facebook, or Instagram, a number of fields are filled in automatically. Which fields these are depends on the channel. For example, with a WhatsApp conversation, the phone number is always known, and with a Facebook message, the email address is always known. This information is available because the user is logged in to the respective service. Therefore, conversations that come in via one of these channels can also be found in Contacts.