Documentation

Contacts

Manage customer information and conversation history across all interactions.

Contacts are your customer database within tahc. Track information, view conversation history, and manage customer relationships.

What Are Contacts?

A contact is created when:

  • Customer provides their email
  • Customer identifies themselves
  • AI collects email through an orchestration

Contacts link all conversations from the same person, giving you a complete customer view.

Viewing Contacts

Contacts List

Navigate to Contacts in the sidebar to see:

  • All known contacts
  • Name and email
  • Last conversation date
  • Number of conversations

Searching

Search contacts by:

  • Name
  • Email

Contact Profile

Click a contact to see their full profile:

Basic Information

  • Name
  • Email
  • First seen date
  • Last active date

Conversation History

  • All past conversations
  • Click to view any conversation
  • See AI vs human responses
  • Track resolution status

Managing Contacts

Editing Contacts

  1. Open the contact profile
  2. Click Edit
  3. Update name or email
  4. Save changes

Adding Notes

Contact notes are coming soon! You'll be able to add internal notes about customers.

Notes will let you:

  • Document important context
  • Note special requirements
  • Track follow-up needs

Notes will be visible to your entire team.

Contact Collection

Automatic Collection

Contacts are created automatically when:

  • Customer enters email in chat
  • AI asks for email (via orchestration)

In-Chat Collection

Use orchestrations to collect information:

Condition: conversation_started
Action: ask_for_email

See Orchestrations to set up email collection.

Exporting Contacts

Export your contact database:

Go to Contacts

Open the contacts list.

Click 'Export'

Download your contacts as CSV.

Exported data includes:

  • Name and email
  • Conversation counts
  • First seen and last active dates

Privacy Considerations

Data Collection

  • Only collect emails when there's a clear purpose
  • Respect customer privacy preferences
  • Follow your company's data policies

Data Requests

If a customer requests their data or deletion:

  1. Locate their contact by email
  2. Export relevant conversation history if needed
  3. Contact [email protected] for deletion requests

For GDPR or data deletion requests, contact [email protected] and we'll help process them.

Coming Soon

We're working on enhanced contact management features:

  • Contact notes — Add internal notes about customers
  • Custom fields (Pro) — Track additional customer data like account type or subscription plan

Best Practices

Keep Data Clean

  • Update outdated information
  • Remove invalid emails

Use Contact History

  • Review past conversations before responding
  • Understand customer context
  • Provide more personalized support

Next Steps

Was this helpful?