Chapter 11
Contacts
Contacts is a customer directory created automatically from conversations: when an assistant collects a name, email or phone number, a contact appears. Profiles are keyed by email or phone, so a customer who chats several times stays one contact.
The details an assistant asks for are called keyfacts, defined on each assistant's Keyfacts tab. Two videos: reading the Contacts page, then adding a keyfact and watching the assistant collect it in chat.
2 videos · 3:15
The Contacts page lists customers who left details: name, email, phone, the assistants they talked to and how many keyfacts were collected. Top right shows your count against the plan limit.
Use it when: To see how many customers the assistant has gathered, or to open the profile of someone who just chatted.
Steps
- 1Open Contacts in the sidebar. The heading shows the number of contacts; the box top right shows the current count against your plan's limit.
- 2The Collect contacts switch turns the feature on or off for the whole organization; off means assistants stop collecting keyfacts. Only Owners and Admins can change it.
- 3The table lists Name, Email, Phone, Agents, Keyfacts collected (captured out of what the assistant asks for) and Created at.
- 4The list does not refresh by itself; click Reload to pull in newly created contacts.
- 5Click the eye icon, View details, on a row to open the profile.
Good to know
- Contacts scale with your plan: the Free plan stores a few, higher plans store more or unlimited.
Outcome: You can read the Contacts page and open a customer profile, and you know where the collection switch lives.
Keyfacts are the pieces of information you want the assistant to gather during a chat: name, email, company, what they need. Each assistant has its own set, with a count set by your plan; the contact profile records keyfacts per assistant.
Use it when: You want the assistant to ask for the details a consultation needs without interrogating the customer.
Steps
- 1Open Agents, pick an assistant, Keyfacts tab: the existing keyfacts and the keyfacts-per-agent limit.
- 2Add a keyfact with a name, a data key and a prompt so the assistant asks naturally when the context fits; quick templates cover common fields, or write your own. Save, and publish if needed.
- 3Open Try it and chat as a customer: mention your name, company and email in one sentence. The assistant records them without asking each one back.
- 4Go to Contacts, click Reload: a new contact appears with the number of keyfacts collected. Click the eye icon to open it.
- 5The profile shows basic info and a Keyfacts collected card per assistant: captured values and Not collected entries. Next time, the assistant only asks for what is missing.
- 6On the right, Agents involved links back to the assistant. Send to CRM is coming soon; for now push data with a form webhook or a Deliver task.
Name: Công ty · Key: cong_ty
Prompt: Anh/chị đang làm ở công ty nào?
Customer: Mình là Lan bên công ty Vinamilk, muốn tìm hiểu gói Professional, email lan@vinamilk.com
Good to know
- Profiles are keyed by email or phone, so the same customer chatting several times stays one contact.
Outcome: The assistant asks for exactly the details you need, and the profile shows what was captured and what is still missing.