Contacts directory

Contacts is a unified directory of everyone who identified themselves to your agent. It brings together people from three places:

• Conversations where a visitor shared a name, email, or phone number
• Leads captured by your lead form
• Orders placed through Fetchply Commerce

Records that share the same email address (or, when there is no email, the same phone number) are merged into a single contact, so a shopper who chatted on WhatsApp, filled in your lead form, and later placed an order appears once with their full history. Records that only include a name are kept separate, because a name alone is not enough to safely merge people.

Open Customers → Contacts for the selected agent to see the directory. There is nothing to set up: contacts appear automatically as your agent collects them, and the list always reflects the latest conversations, leads, and orders.

What each contact shows

Every row shows the person's most recent name, email, phone, and location, the channels they used (widget, WhatsApp, Instagram, Slack, email), how many conversations, leads, and orders they have, the total value of their confirmed orders, and when they were first and last active.

Select a contact to open their profile. The profile lists every conversation, lead, and order behind that contact, newest first. Conversations link straight to the Inbox so you can read the full chat.

Search and filter

• Search matches names, emails, and phone numbers as you type.
• Source narrows the list to contacts that have at least one lead, conversation, or order.
• Channel shows only people who used a specific channel.
• Date range limits the list to contacts whose last activity falls inside the range. The end date is included.
• Sort by newest or oldest activity, name, most conversations, or highest order value.

Choose Clear filters to return to the full directory.

Customize the view

Use the Columns menu to show or hide any column except the name, and the Rows per page control to show 10, 25, or 50 contacts per page. Both choices are remembered per agent in the browser you set them in; they do not follow you to another device and do not affect teammates.

Export contacts

Choose Export CSV to download the directory as a spreadsheet-ready CSV file.

• With no rows selected, the export includes every contact matching the current search and filters, up to 10,000 contacts.
• With rows selected, only the selected contacts are exported.

Exporting requires the same export permission as leads. If the export button returns a permission error, ask the account owner to update your role.

Troubleshooting

A person I chatted with is missing. Contacts only include people who shared a name, email, or phone number. Anonymous visitors do not appear until they identify themselves in chat, submit the lead form, or place an order.

The same person appears twice. Merging uses the email address first, then the phone number. If someone used different email addresses, or one record only has a name, the records cannot be safely combined and stay separate.

Counts look different from the Leads page. Leads counts individual form submissions; Contacts counts people. One person who submitted the form three times is three leads but one contact.

I cannot see the Contacts page. Viewing contacts requires the same view permission as leads. Ask the account owner to check your role.

My column choices reset. Column and page-size choices are stored in your browser. Clearing browser data or switching devices returns the view to its defaults.

To change what your lead form collects, see Lead capture setup. To review individual conversations, open the Inbox.