Contact Profiles

A Contact is a person, visitor, or customer who has started a conversation or been identified by your app. Contacts live at the Organization level, meaning the same person is shared across all of your apps. One person, one record.

What’s on a contact profile

Open Contacts from the left nav and click any contact to see their full profile. You can also click View in the contact sidebar during a conversation.

Identity fields

App-level data

Contacts are organization-wide, but some data is per-app:

• Custom data: key-value pairs sent by your app via Convot.identify(). Stored on the AppContact join record, so the same contact can have different custom data in different apps.
• Last seen at: when the contact last opened the widget for that app.

Tags

You can tag contacts with organization-level tags. Contact tags are useful for segmenting your audience and for routing rules (e.g., route conversations from VIP contacts to a specific agent). See Segments and tags.

Contact events

Events are timestamped actions your app tracks - things like “plan upgraded”, “invoice paid”, or “checkout abandoned”. They appear in the contact’s timeline. See Contact events.

Conversation history

The profile shows all conversations this contact has had across all apps, with status and last message preview. Click any row to jump to that conversation.

Contacts vs. visitors

Before a visitor identifies themselves (or before you call Convot.identify()), they appear in your inbox as an anonymous visitor, usually shown with a generated name or their browser locale. Once identified, the visitor session is merged into the contact record.

Editing contacts

You can edit the name, email, company, phone, and custom data fields directly from the contact profile page. Changes are saved immediately.