Skip to main content
Contacts is where you can see every person who has ever interacted with your chatbot. This page is useful when you want to review your customer list, find a specific person quickly, or prepare bulk tasks such as applying a Tag, updating a Custom Field, or exporting data. Unlike Inbox — which is designed for real-time messaging — the Contacts page focuses on the contact list itself and the high-level information attached to each person. When you need to read the full chat history or reply manually to someone, simply open that contact and switch over to the conversation view.

​
What You See on the Contacts Page

The Contacts interface is organized into 4 main areas:

​
Contact Table Columns

The contact table includes the following columns:

​
Basic Workflow

When working with your contact list, the most common sequence looks like this:
1

Search or browse

Use the search box to narrow the list by name, or scroll through the full table.
2

Review contact status

Check the Source, Assignee, Last Read, and Created columns to understand each contact’s current status at a glance.
3

Open a contact if needed

Click the contact name to open their profile and view the full conversation details.
4

Select contacts for bulk work

Tick the checkbox next to one or more contacts if you need to run a bulk action across the group.
5

Run the action

Open the Actions menu and choose the operation you want to apply to the selected contacts.
The Contacts page is best suited for list management and bulk operations. If you need to read the full chat history or reply to a customer manually, open that contact and switch to the Conversations view in Inbox.

​
When to Use Contacts vs. Conversations

Start from the Contacts page in these situations:
  • You need to find an older customer but do not remember which channel they used.
  • You want to check which contacts already have an assignee and which are still Unassigned.
  • You want to review contacts who engaged recently by sorting on the Last Read column.
  • You want to select multiple contacts to apply a Tag, update a Custom Field, export data, or archive conversations in bulk.
Start from Inbox instead when you are actively messaging customers in real time or monitoring live conversations.

​
Quick Tips

  • Check Source before taking action so you know which channel the customer came from.
  • Check Assignee before following up to make sure two team members do not contact the same customer simultaneously.
  • Use Last Read to prioritize contacts who engaged recently — they are more likely to respond.
  • Select multiple contacts for bulk actions only when you are sure every selected contact needs the same operation applied.