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Work with contacts and organizations

Contacts and organizations give agents customer context while working conversations. Coming soon: User and Viewer can inspect Contacts, Organizations, their linked conversations and history, and custom-field values without editing them. Agent and Team Lead keep their existing customer editing permissions. See Roles and permissions.

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Contacts

A contact represents a person who can participate in conversations. Contacts can include:

• Name
• Email addresses
• Phone numbers
• Social identities, when available
• Organization
• Tags
• Notes
• Custom fields
• AI-generated profile information

Use the contact record to confirm identity and understand the customer’s history. The reserved Anonymous contact is an internal placeholder for chat or voice work that starts before CXP knows the customer’s identity. It does not appear in the Contacts Directory and cannot be opened from there. In Conversation Details, an anonymous contact shows only the A avatar and Anonymous; use Change Contact after you identify the customer.

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Review social identities

For a Contact with social identities, open the Contact editor or the Contact card in Conversation Details and find Social Identities. Each entry shows its provider icon and available username, followed by Peer ID and Account ID.

• Select a linked username to open the provider profile in a new browser tab.
• Select Peer ID or Account ID to copy the complete value. Peer ID identifies the customer within the connected account; Account ID identifies that account.
• If no username is available, the entry shows the customer ID without a profile link. CXP does not turn messaging IDs into guessed profile addresses.

For Messenger, Account ID identifies the connected Facebook Page and Peer ID identifies the customer within that Page. A username is optional. A public comment author’s ID is not treated as that customer’s Messenger identity. These details are read-only. Editing the Contact’s ordinary details does not change its social identity or message recipient. A username helps you recognize the customer; it does not verify that two Contacts belong to the same person. When the Contact has no primary email or phone, the Conversation header shows the first available username that can open a profile. Select the Contact’s name to open Contact 360, or select the username to open the provider profile. The contact names in compact directory lists keep their usual navigation.

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Public comment Contacts

Facebook post comments and Instagram comments create a separate Contact for each connected account, post and commenter. The same person on several posts can have several Contacts with the same name. These are separate public histories, not verified unique-person records or private-message identities. Public Contacts are read-only: details, profile and custom fields cannot be edited. Contact merge, Conversation merge, Change contact and private/manual conversation creation are unavailable, including after the Chat ends. They do not acquire email or phone details or an automatically generated profile. Use normal assignment, lifecycle and internal notes to manage the work.

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Contact 360

Contact 360 gives a focused view of one contact. From Contact 360, you can:

• Review prior conversations.
• Review and edit contact details when permitted. In Conversation Details, the edit controls are unavailable for protected public-comment Contacts.
• Open the contact profile.
• Create a new manual conversation for the contact when allowed.

Use Contact 360 when you need a broader history than the current conversation timeline.

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Organizations

Organizations group contacts under an account, company, or customer entity. An organization can have multiple contacts and can be associated with conversations. Use organizations to understand customer account context, especially for business-to-business support.

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Update customer context

When you have permission, keep contact and organization data current:

• Correct stale names, emails, or phone numbers.
• Enter international phone numbers with a leading + and country code. CXP accepts common US national formatting and saves valid phone numbers in canonical E.164 form, such as +14155552671. Phone extensions (#123, x123, /x123, or ext. 123), extension/subaddress parameters in tel: numbers, and numbers ending in # are not supported. An invalid primary or secondary phone shows an error identifying Primary phone or the secondary entry, such as Secondary phone 2, and prevents the save, leaving the stored contact unchanged. Your entered text remains available for correction; reloading restores the saved value. After a successful save, the displayed phone matches the saved value, including after reload.
• Add useful tags.
• Update custom fields.
• Associate the contact with the correct organization.
• Avoid storing sensitive information that does not belong in customer profile data.

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Consolidate duplicate Contacts

When two records belong to the same person, verify their identity before consolidating them. You need permission to edit Contacts. Public-comment Contacts cannot be either side of a merge.

1. Open the Contact you intend to remove and select Edit.
2. In Merge contact, choose Select target contact and find the record you want to keep.
3. Review the selected target, select Merge, and confirm the warning.

The source Contact is deleted and its conversations move to the surviving Contact. Consolidation preserves the person’s phone numbers. Review your target carefully: this is a destructive merge, not a change to one conversation’s Contact. For an active Messenger, Instagram, or WhatsApp session, CXP blocks changing between two retained Contact records or merging its conversation into one with a different primary Contact. That restriction also applies after the reply window expires. Same-person Contact consolidation preserves the Messenger Page-scoped or Instagram account-scoped identity, or WhatsApp phone relationship; changing a Contact does not redirect messages to another customer. Never consolidate different people to bypass the restriction. If CXP reports incomplete follow-through after consolidation, the Contact merge has still succeeded. Review the surviving Contact and affected conversations; do not assume the merge was rolled back. See Messenger customer identity, Instagram customer identity, and WhatsApp customer identity for session and conversation-merge behavior. Messenger and Instagram Contacts can start without an email or phone number. Their protected account-scoped identity is not an editable profile field. While that Contact has no real email or phone, a configured Concierge Agent’s newly collected email can add an unmatched address or consolidate a unique eligible existing Contact. This email is unverified and does not authenticate the customer. Display names, usernames, and ambiguous matches do not establish shared identity.

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Create a manual conversation from a contact

When a customer needs follow-up outside an inbound channel flow, create a manual conversation from Contact 360. The new conversation can use the selected contact and organization as defaults, then let you set subject, status, priority, assignee, category, and summary.