A conversation is easier to answer when the team knows who is on the other side. Until now, that context mostly lived inside individual inbox threads. The new Contacts workspace turns it into a directory the whole team can search and use.
From an individual thread to a customer profile
Every person who starts a widget conversation or receives an enriched profile appears as one contact. Their name, email, phone, customer type, first visit, latest activity, internal-note context, tags, and custom attributes stay together instead of being scattered across separate records.
The table is intentionally information-dense without becoming rigid. Common fields remain easy to scan, while workspace-specific attributes become additional columns. When the dataset is wider than the screen, the table scrolls horizontally and keeps the surrounding dashboard layout stable.
What data Contacts keeps together
Search works across name, email, and phone. Select a contact to open its conversation directly, or select several rows when the next action belongs to a group. The same directory can support a quick lookup during a live reply and a broader review of the customer base.
Contacts uses the same visitor identity as the shared inbox, so the directory does not create a second version of the customer. New messages, profile enrichment, presence, and conversation history continue to meet around one record.
Search, segments, and conversation access
This release gives support teams a clearer layer between individual conversations and the people behind them: searchable enough for daily work, structured enough to grow with richer customer context.
Keep the customer directory useful
Start with data that genuinely changes the next answer: name, current email, customer type, recent activity, and a few clear tags. Do not turn the profile into storage for everything the team has ever learned. Excess or outdated fields make important context harder to find.
Agree on when an operator updates a contact: after confirming a name, receiving a work email, moving someone from lead to user, or learning a durable detail. Internal notes should capture useful context and the next action rather than repeating the message transcript.
Frequently asked question
Does Contacts create a new record for every conversation?
No. The directory uses the same visitor identity as the inbox. New messages, profile details, tags, notes, and conversation history meet around one contact rather than creating separate copies.