Contacts

Contacts represent external people who interact with your assistants through public-facing channels. Unlike registered users, contacts don’t have login credentials — they’re automatically created when someone chats through the embeddable widget, or messages via a channel that allows public access.

How Contacts Are Created

Contacts are created automatically when:

• A visitor starts a chat through the Browser External (widget) channel
• An unknown sender messages through a channel (Telegram, Slack, email) that has Public in its access control settings
• An encrypted user identity token is provided via the widget

Each contact is tracked by a unique identifier:

Browsing Contacts

Navigate to Contacts in the admin sidebar to see all contacts. The list shows:

• Name and email (if known)
• External ID (for identified widget visitors)
• Source channel — where the contact first appeared
• First seen and last seen timestamps
• Conversation count — how many conversations this contact has had

Use the search and filter controls to find specific contacts.

Contact Detail

Click on a contact to see their full profile:

• Contact information (name, email, external ID, phone, Telegram/Slack IDs)
• Source channel and metadata
• Complete conversation history with links to each conversation
• Memories — what each assistant remembers about this contact (see User Memories)
• Option to promote to a registered user

Admins can view and delete individual memories from the contact detail page. Memories are grouped by assistant, showing the note title, tags, and content.

Lead Capture

When the widget’s Require Lead Capture setting is enabled, visitors are asked for their name and email before their first message. This information is stored on the contact record.

If an encrypted identity token is provided, lead capture is automatically skipped — the contact’s identity is already known.

Promoting Contacts to Users

If a contact should become a regular user (e.g., a promising lead who needs staff access), you can promote them:

1. Go to the contact’s detail page
2. Click Promote to User
3. Set a password and choose which assistants to assign (if creating a staff user)
4. The contact record is linked to the new user account

After promotion, the contact’s future interactions are associated with their user account instead of the contact record. Any user memories the assistant had about the contact are automatically transferred to the new user account, so the assistant’s knowledge carries over seamlessly.

Deleting Contacts

Deleting a contact also removes their associated conversations. This action cannot be undone.