Recognizing and merging contacts

A contact is a person you talk to. This page explains how the same person becomes one contact, how visitors are recognized and how contacts are merged or deleted. Stages, lists and reminders: Contacts and lists.

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One contact everywhere

The same person writing through several chat widgets and by e-mail is one contact. They are joined by a verified e-mail or by your site's user id (Identity verification).

Anonymous visitors

Until a visitor gives an e-mail or is recognized, they show as "Visitor" with a short number. Once recognized, the anonymous contact is merged into the recognized one.

Profile and activity

The contact page shows the company, phone, tags, custom fields with their source and all recorded activity. How to send them from your site: Visitor profile.

Merging and deleting

You can merge two contacts of the same person by hand. Deleting a contact deletes its conversations, profile and activity. Before deleting, the app shows what will be lost.