Manage Your Contacts

Every person who reaches out to your team has a contact record in TixTalk. Contacts pull together who someone is and their history with you, so your team always has context before they reply. This article covers finding, viewing, and creating contacts.

What's in a Contact

A contact record can hold a range of useful details:

Name — first and last name.

Email and phone number.

Company and job title.

Timezone and locale, so you know when and how best to reach them.

Custom fields for anything specific to your business.

TixTalk also tracks where a contact came from — for example, whether they were added manually, arrived through live chat or email, were imported, or created via the API — plus when they were first and last seen.

Find a Contact

Go to your Contacts list.

Use the search box to look someone up by first name, last name, or email.

Select a contact to open their full record.

View a Contact's History

Open the contact record.

Review their profile details at a glance.

See their linked conversations and tickets so you can pick up right where the last interaction left off.

This history means any teammate can step in and help without asking the customer to repeat themselves.

Create a Contact

From the Contacts list, select New contact.

Enter the details you have — at minimum a name or email is a great start.

Add company, title, phone, or custom fields as needed.

Save the contact.

Many contacts are created automatically the first time someone messages you through chat or email, so you often won't need to add them by hand. When you do — for example, adding a customer ahead of a scheduled call — creating one manually takes just a moment.