Fields & channels
Contacts includes identity fields, optional company info, and channel identifiers used by AI Customer Service integrations.
Basic fields
- Display name: the primary name shown in the list.
- Phone number / email / website: optional contact details.
- Company / job position / address: optional profile fields.
Channel identifiers
- `instagram_id`: links the contact to an Instagram user.
- `facebook_id`: links the contact to a Facebook user.
- `whatsapp_id`: links the contact to a WhatsApp user.
- Webchat: customers who message via Webchat can also be added to Contacts automatically (via AI Customer Service).
Internal notes
Use internal notes to store context your team needs (requirements, preferences, history, and follow-up notes).