How Contacts Work

Every person who reaches out to your team can have a contact record in TixTalk. Contacts tie a name and email to the conversations and tickets that person has had with you, so any agent can pick up the thread.

How contacts get created

Most contact records appear without anyone doing anything.

1. A visitor fills in your pre-chat form with a name or email — TixTalk creates or matches a contact for them.
2. An email arrives at a brand's inbound address and becomes a ticket — the sender becomes a contact.
3. You convert a live chat into a ticket and the visitor has given an email address — a contact is created and linked to the new ticket.
4. You pass customer details into the chat widget from a logged-in area of your site — those details are used to identify the visitor.

Each record can hold a first and last name, email, phone, company, job title, timezone, locale and custom fields. Only name, email and phone can be entered from the dashboard today; the other fields are set through the API or left empty.

Link a visitor to a contact

The one place in the dashboard where you work with contacts directly is the live chat visitor panel.

1. Open Live Chat and select a visitor or conversation.
2. In the visitor panel, search your existing contacts by first name, last name or email.
3. Select a match to link that visitor to the existing contact, so their history lines up.
4. If there is no match, create a new contact with an email address and, optionally, first name, last name and phone.

Find a contact from elsewhere in the dashboard

1. Use the global search box at the top of the dashboard — it searches contacts alongside tickets and conversations.
2. When creating a ticket manually, search for a contact by name or email in the customer field to attach the ticket to the right person.

What you cannot do yet

Be aware of these limits before you plan a workflow around contacts.

1. There is no contacts list page, so you cannot browse or filter everyone in your workspace.
2. Contact records cannot be edited or deleted after they are created.
3. Duplicate contacts cannot be merged. If the same person writes in from two email addresses, you get two records.
4. There is no CSV import or bulk upload.