Find a customer contact

Summary

Contacts is the screen in the KonversAI console that collects a returning customer into one card. The screen carries the heading Contacts and the line Returning end-users with verified identities across channels. A customer becomes a contact when KonversAI can tie their conversations to one identity, such as an email address or a phone number. From a live conversation with a verified end user, Conversation Details already shows the contact card beside the thread. Select View profile → to open the full Contacts page. You can also open the Contacts list by address and select a name there.

Who can do this

A Tenant Admin always sees the Contacts screen of the KonversAI console. A Tenant Operator sees it too: KonversAI grants the contact permission (contact.view) to every operator who accepts an invitation.

The Users & permissions screen of the console holds no switch for this permission, so no administrator can add it or take it away there. A team member without it sees a red permission error in place of the contact list, and View profile → inside a conversation leads to the same error. Contact KonversAI support in that case.

Before you start

Contacts has no entry in the left sidebar of the KonversAI console today. The left sidebar holds Overview, Conversations, Flow, Knowledge and Settings, plus Calendar and Forms when your tenant has those features. No item in that list opens Contacts. You reach a contact card in one of two ways.

• From inside a conversation. Open any conversation. When the end user is Verified, the End user section of Conversation Details shows the contact card beside the thread. Select View profile → to open the full page. This is the normal route.
• By address. Type /t/<your-tenant-slug>/contacts after the console address in your browser, where <your-tenant-slug> is the short name of your tenant in the page address.

Your tenant needs at least one customer with an identity before the list holds anything. A new tenant, or a tenant whose visitors never give an email address or a phone number, sees the empty state No contacts yet with the line Verified identities from chat, email, and other channels will appear here as customers return.

Steps

1. Select Conversations in the left sidebar of the KonversAI console, then select Chat or Email. Open the conversation of the customer you want.
2. Read the panel on the right of the conversation. The heading is Conversation Details. Find the section End user. On a phone, select Details above the conversation first, because the panel is hidden on a narrow screen.
3. When the end user is verified, read the contact card in that section. It shows the name, SkyDyn membership details on the profile when matched, a card for each matched integration (for example an expandable Shopify card with recent orders, HubSpot with recent tickets and leads, Skykontoret with this-thread cases, or Yayloh with recent returns), plus a collapsible Conversations (N) list. If this conversation was handed over, the matching ticket, lead, or Skykontoret case is highlighted on that card, or a KonversAI card shows the hand-off when it is not in those lists. Email follow-up (when convert-to-email is available) sits at the bottom of the end-user block, under Conversations. Status and internal notes stay on the same pane. Select View profile → to open the full Contacts page for identities, HubSpot property badges, and the same integration cards with more rows. The control is missing when the conversation has no end-user attached.
4. If the end user is not verified yet, the End user section shows Not verified and a short identity line instead of the full card. After verification completes, the pane refreshes and the contact card appears.
5. On the full Contacts page, read the Verified identities section. Each row gives the kind of the identity, Email or Phone, the value itself, and the word Verified with the date and time of the verification. A card with no verified identity shows No verified identities. Integration cards appear only when that system found a matching customer.
6. Expand Conversations (N) on the card (the section starts collapsed in the conversation pane). KonversAI groups the conversations by channel, under the headings Chat, Email, Voice, Form and Slack. A conversation with no subject reads Untitled conversation.
7. Read the badge beside each conversation. Verified means the customer proved this identity inside that conversation. Shared browser session means KonversAI joined the conversation to the card only because it came from the same browser session, with no separate proof. Treat a Shared browser session row with care before you give out private information.
8. Select the title of a conversation to open it. KonversAI opens the console for the channel of that conversation.
9. From the full Contacts page, select Back to contacts at the top left to open the full list. The screen opens with the heading Contacts and the line Returning end-users with verified identities across channels.
10. Search the list. Type an address or a number in the search box, which shows the placeholder Search by email or phone… KonversAI matches the search against the verified identity values only, so a name does not match. When nothing matches, KonversAI shows No matches and the line Try a different email address or phone number.
11. Read the table. The three columns are Contact, Verified identities and Conversations. The Verified identities column repeats the identity chips of the card, and the Conversations column holds the count for that customer. Select the name in the Contact column to open the card again.

FAQ

Why is Contacts missing from the left sidebar?

It is not there. The left sidebar of the KonversAI console holds Overview, Conversations, Flow, Knowledge and Settings, plus Calendar and Forms for a tenant with those features. The console builds that sidebar from a fixed list, and the list has no Contacts entry today. The screen itself works. Reach a contact from inside a conversation: open a conversation with a verified end user to see the contact card in Conversation Details, or select View profile → to open the full page. You can also type /t/<your-tenant-slug>/contacts after the console address in your browser.

What makes a visitor become a contact?

An identity. KonversAI creates a contact card on the Contacts screen of the console as soon as it can tie a visitor to an email address or a phone number. There are two sources. The first is a verification inside a conversation: the customer types their address or number, and KonversAI confirms it with a code. The second is the channel itself: an email that arrives from an address already carries that address. A visitor who only chats in the widget and gives nothing away stays anonymous: Conversation Details shows Not verified until they verify, and they get no card on the Contacts list.

Why does my contact card show “No verified identities”?

No verified identities on a contact card in the KonversAI console means KonversAI knows an address or a number for this customer, but nobody proved it. The Verified identities section lists only identities that a customer confirmed with a verification code inside a conversation. An address that came from the header of an inbound email is enough to build the card and join the conversations, and it is not enough to appear in that list. The same rule explains a search that finds nothing: the search box Search by email or phone… matches verified identity values only.

The card says the visitor has no verified contact identity yet. What does that mean?

The contact card in the KonversAI console shows the warning banner This visitor has no verified contact identity yet. Showing conversations from this browser session. when the contact has no identity that a customer confirmed with a verification code. Two different contacts get this banner.

The first is an anonymous visitor. KonversAI holds no address and no number for them, so it cannot join them to any other record. The card lists the conversations of that one browser session, which is useful while a live chat runs, and the card is not in the Contacts list.

The second is a contact that KonversAI knows by a channel address only, for example the “from” address of an inbound email. KonversAI does hold that address, joins the records that share it, and lists the card on the Contacts screen. Only the Verified identities section stays empty, because nobody confirmed the address with a code.

Both cards keep their own address in the console, so a card stays reachable after the visitor clears their browser.

Why does one card hold two email addresses?

KonversAI joins two visitor records when they share one identity value. A customer who writes to you from ann@example.com is one record. The same customer who later verifies ann@example.com in the chat widget is a second record. The shared address joins the two into one card on the Contacts screen of the console. The join then runs on: a further address that the same customer verifies joins the same card, so Identities on the card can read 2 or more. KonversAI treats an email address as the same address in upper case and lower case.

What does the “Shared browser session” badge on a conversation mean?

Shared browser session is a badge beside a conversation on a contact card in the KonversAI console. It means KonversAI joined that conversation to the card through the browser session of the visitor, and nobody proved an identity inside that conversation. The tooltip on the badge reads Same end-user session without independent verification. The other badge, Verified, means the customer confirmed one of the card identities inside that conversation. A shared computer or a shared family browser can put another person’s chat behind a Shared browser session badge, so check before you repeat anything private.

Can I edit a contact, or add a note to one?

No. The Contacts screen of the KonversAI console is a read-only view today. You cannot type a name, correct an address, merge two cards, split a card or write a note. KonversAI builds every card from the verifications and the channel identities it already holds. Use the conversations on the card, which you open by selecting the conversation title, to see the whole history with that customer.

The Contacts screen shows “Failed to load contacts”. What do I do?

Failed to load contacts on the Contacts screen of the KonversAI console means the console could not read the list. Reload the page first. Check that the tenant short name in the page address is your tenant, because the address of the screen carries it. A red permission error instead of Failed to load contacts has a different cause: your team member record lacks the contact permission, and no administrator can add it from the Users & permissions screen. Contact KonversAI support for either message that stays after a reload.