Contacts

A contact is a customer identity — created automatically when someone identifies themselves in the chat widget, or by hand.

Identity

Contacts are keyed by email: when a widget visitor provides theirs, they become (or match) a contact, and all their conversations link together. An anonymous visitor who later identifies is merged into the same record.

What a contact carries

• Name, email, and custom fields your team adds
• Visitor context from the widget — where they were browsing when they wrote in
• Conversation history — every live chat conversation, with outcomes and satisfaction ratings
• Linked Loops — internal work opened for this customer

Where you meet them

• The Contacts list — browse and search all customer records.
• The live chat context pane — the same record, shown beside the active conversation, so an operator sees history before answering.
• Search — contacts surface in unified search next to messages, docs, and Loops.