Contacts

Contacts are customer profiles that bring together everything your team knows about a person in one place. Each contact is linked to all the conversations and tickets they have ever created, plus live data pulled from your connected integrations such as Shopify or HubSpot.

Contact list

Navigate to Contacts in the left sidebar to see all the customers in your workspace. The list is paginated and shows each contact’s name, email address, phone number, conversation count, tags, and lifetime value (LTV).

You can sort the table by clicking the Contact, Conversations, or Lifetime Value column headers. Click the same header again to reverse the sort order.

Filtering by tag

Use the filter bar above the table to narrow the list:

• All Contacts — shows every contact with no filter applied
• VIP — contacts tagged as VIP
• Churning — contacts tagged as at risk of churning
• High Risk — contacts tagged as high risk
• + Add Filter — create a custom tag filter

Only one tag filter is active at a time. Click the active filter again or choose All Contacts to clear it.

Quick-access slide-over panel

You can preview any contact without leaving the list. Click a row to open the slide-over panel on the right side of the screen. The panel shows:

• Contact name, email, phone, and tags
• An Overview stats grid (see profile stats below)
• Recent Conversations — the last few conversations, each showing the topic, channel, handling agent, status, and time
• Recent Tickets — open and recently resolved tickets with priority and status
• Latest Note — the most recent internal note left by your team

To open the full contact profile, click Open Full Profile at the bottom of the panel. To dismiss the panel without navigating away, click the X or click anywhere outside the panel.

How contacts are created

Contacts are created automatically when a customer reaches out. You can also add or edit contacts manually in the Contacts page.

Test contacts are labeled so they are easy to separate from real customers.

Groups and segmentation

Contacts can be organized into groups. Groups help you:

• Filter the Contacts list to a specific segment.
• Send outreach to a defined set of customers.
• Track patterns for specific cohorts (for example VIPs or trial users).

If you do not see Groups, ask your Applied Labs team to enable the view for your workspace.

Contact profile

Click Open Full Profile from the slide-over, or navigate directly to a contact, to see the full profile view.

Profile header

The header displays the contact’s avatar, name, email address, phone number, and the date they were first and last seen. You can edit the name and contact details from this area.

Tags

Tags appear below the header. Tags like VIP, Enterprise, Churning, and High Risk help your team segment customers and trigger routing rules. Tags can be added or removed manually, and some tags are applied automatically by the system — for example, when a domain mapping rule fires.

Notes

The Notes section in the sidebar lets your team leave internal comments about this contact. Notes are visible only to your team and never shown to the customer. Type your note in the text area and click Post to save it. Previous notes appear below, showing the author and the date they were posted.

Conversation history

The main panel has three tabs: Conversations, Tickets, and Activity.

The Conversations tab shows every conversation this contact has had, grouped by time period (for example, This Week, Last Week, and Earlier this month). Each row shows:

• The conversation topic or intent (for example, Refund Status or Password Reset)
• Which channel it came in on (chat, email, phone, and so on)
• Which agent handled it — either a human agent or the AI Agent
• The resolution outcome — AI Resolved, Human Handled, Escalated, or Pending
• The conversation status — open, resolved, or escalated
• When the conversation happened

The Tickets tab lists tickets linked to this contact. The Activity tab shows a timeline of events, page views, and interactions.

Connectors data

The sidebar includes links to your connected integrations. Clicking a link such as Shopify or HubSpot opens the integration data view for this contact.

The integration view shows per-contact data pulled in real time from the connected system. For Shopify, this includes:

• A summary of total orders, total spend, average order value, and customer since date
• A full order table with order ID, items, date, status, and total for each order

It also includes insights charts that visualize this contact’s behavior over time — including topic breakdown, CSAT trend, AI resolution rate trend, and contact frequency.

Next steps

• Conversation Handling — replying to and resolving customer conversations
• Inbox & Views — filtering and organizing your queue
• Routing & Assignment — controlling which agents receive conversations from specific contacts