Every customer who writes to you becomes a contact. Open Contacts to see them all, or open a conversation to see the customer’s details beside it.
A contact’s page
- Details: name, email, phone, location, company and your own fields.
- Where they are: for website visitors, the city and local time, such as “Lagos, Nigeria · 22:07 local time”.
- Conversations: every conversation with them, on every channel.
- Notes: private notes about the customer, for your team only.
- Attributes: your own fields, such as account type or plan, which you make in Settings → Custom attributes.
An email or mobile number the customer types in a chat is added to their contact if that field is empty, with a note for your team. Nothing already there is replaced.
Find contacts
Search by name, email or phone number. Under Contacts in the menu:
- All contacts
- Active: contacts online now on your website chat.
- Segments: filters you saved, such as “customers in Abuja with the label vip”.
- Tagged with: one view per label.
Merge two contacts
The same person sometimes appears twice, for example once from WhatsApp and once from email. Open one contact, choose Merge, and pick the other. Their conversations come together on one contact, and Texa AI then knows them as one customer. You need permission to merge contacts.
Import and export
- Import: on the Contacts page, choose Import and upload a CSV with columns such as name, email and phone_number.
- Export: choose Export to download your contacts as a CSV. You need permission to export contacts.
Companies
Companies groups contacts by the business they work for. Set a contact’s company on their page. A company’s page lists its contacts, their conversations and your notes. This is useful when you serve businesses, such as a payments company serving shops.
A customer asks for their data, or to be forgotten
Use Texa AI → Safety. Download their data gives you everything you hold about them, to send to the customer. Forget deletes them everywhere, including the contact, the conversations and what Texa AI remembers. See Safety.