4. Create and manage contacts

Keep customer details and conversation history together in Contacts, or use the contact panel beside an Inbox thread while helping someone.

Staff can create and edit contacts. Merging or deleting records requires an Admin.

Contact details

1. Open the create-contact dialog in Contacts.
2. Enter Name, Email and Phone as appropriate; use a country code for phone numbers.
3. Select Create.
4. Open the record to edit Tags, custom attributes and Notes.
5. Select Save, or Discard changes to abandon unsaved edits.

Email and phone identities

Contacts can hold multiple email and phone identities. Make primary sets the preferred value for that type; removing an identity is separate. Staff entries are unverified, even when their format is valid. If an identity is held by another contact, use Open to inspect that record before an admin considers Merge.

Automatic contact creation

A webchat visitor becomes a contact when they write or make a supported contact-form claim, not merely when they load a page. A signed host identity can be held in the widget session before contact creation. Other channels resolve contacts using their own supported identity evidence.

Conversation history

The contact belongs to the business and can have conversations across workspaces. Its history shows the conversations available to your role and membership. Creating a record does not establish a reachable widget session or permission to send a WhatsApp template.

Blocking and deletion

These actions serve different purposes:

• Block: restrict communication while keeping the record and history.
• Delete: remove the contact and associated conversation data. There is no restore workflow.

Review the consequences before deleting. If the issue is a duplicate record, use the identity and merge guides before combining it with another contact.

Related guides: Identity states, Merge, Blocking, Attributes.