Contacts
Know who your AI agent is talking to
intoCHAT keeps one contact per person for each agent: signed-in visitors, leads, people from your CSV file and records your own systems send. Add your own attributes, such as a plan or an account manager, and let your actions and helpdesk tickets use them.
Visitor: Hi, can I add two more people to our workspace?
Agent: Hi Ada! I checked your account: you currently use 3 of the 5 seats in your plan, so you can invite two more people from your workspace settings.
Visitor: Great, and what happens if we need a sixth?
Agent: Your account shows that a sixth seat needs the next plan up. I can show you how to change the plan, or pass you to the team if you'd like to talk it through.
A chat log is not a customer record
Most chatbots treat every conversation as a stranger. A signed-in customer who chats every week starts from zero each time, their chats sit in the log one by one, and nothing you know about them, like their plan or their account manager, reaches the tools the agent uses. A contact list fixes that: one record per person, with the fields that matter to your business, kept up to date by the sources you trust and readable by your actions without ever showing them to the AI.
One record per person, from the sources you already have
Contacts are created and updated by themselves as people chat, and you can add your own data on top.
Every person in one place
Each agent keeps its own contacts on the Leads tab under Contacts: email, phone, name, their user id on your site as External ID, and when they were first and last seen.
Signed-in visitors, matched safely
With identity verification, a visitor your site signed in becomes a Verified visitor contact, found by their signed user id only. Nobody can claim someone else's record by typing their email.
Your own attributes
Add up to 50 attributes per contact, such as plan, seats or account_manager, in the dashboard, from a CSV file, through the REST API or from the metadata your page passes for a verified visitor.
Data your actions can use
Server-side API actions read contacts as {{contact.*}} placeholders, for example {{contact.plan}}. intoCHAT fills them in on its servers. The AI never sees the attributes and can't choose them.
Import and export as CSV
Bring in up to 10,000 rows from a spreadsheet with a preview before anything is saved, and export the list again whenever you need it, safe to open in a spreadsheet app.
How contacts are created and kept up to date
People chat, contacts appear
A verified visitor who chats, a lead with an email or phone number no contact has yet, and the sender of an email your email agent answers each become a contact, shown with their source.
Add what you already know
Import a CSV file from your shop, billing tool or spreadsheet, or create and update contacts from your server with the REST API or from an AI tool through the MCP server.
Each source changes only what it can be trusted with
Imports, the API and the dashboard come from you, so their values replace what is stored. A lead only fills empty fields of a lead contact, and never changes a contact from a verified visitor, an import or the API.
Actions and tickets use the data
When a known visitor chats, a server-side action can send {{contact.external_id}} or {{contact.plan}} to your API, and a helpdesk ticket field can be filled with a contact attribute at the hand-off.
Contact details
Trust rules per source
Verified visitors are matched by user id and never merged into another contact because the emails match. A lead never overwrites a contact from a verified visitor, an import or the API, because anyone can type any email address.
Attribute rules
Names start with a lower-case letter and use lower-case letters, digits and underscores, up to 40 characters. A value is text up to 1,000 characters, a number or true/false. Fields such as email and external_id are reserved.
A CSV import you can check first
Files up to 5 MB and 10,000 rows, separated by commas, semicolons or tabs. The preview shows how each column is used and how many contacts would be created, updated or skipped, with reasons, before you click Import.
Spreadsheet-safe export
Export CSV downloads the contacts matching your search and filter, one column per attribute. Cells that start with =, +, - or @ get a leading apostrophe, so a spreadsheet never runs them as formulas.
Conversations on the contact
Open a contact to see all its attributes and up to its 20 most recent conversations, each linking to the transcript on the Conversations tab. For a verified visitor, that is every chat with their user id.
Contact data on helpdesk tickets
When a hand-off opens a ticket in Zendesk, Freshdesk, HubSpot, Gorgias or Help Scout, ticket fields can use variables such as {{contact.plan}}, so the ticket arrives with the customer's plan already filled in.
REST API and MCP server
List, look up, create, update and delete contacts from your own server with scoped API keys, or let an AI tool upsert contacts through the MCP server. The API is included from Starter.
Roles and plan limits
Everyone on your team can see and export contacts; editors, admins and the owner can edit, import and delete them. Each agent holds 100 contacts on Free, 5,000 on Starter, 25,000 on Pro and 100,000 on Enterprise.
Frequently asked questions
What is a contact in intoCHAT?
A contact is a person your agent knows: their email, phone, name, their user id on your site and up to 50 custom attributes of your own. Each agent keeps its own contacts, on the Leads tab under Contacts. They come from verified visitors, leads, CSV imports, the REST API and MCP server, and the senders of emails your email agent answers.
Is this a CRM? Does it sync with HubSpot or Salesforce?
No. Contacts are a list inside intoCHAT that your agent's actions and tickets can use, not a CRM with deals or pipelines, and there is no contact sync with HubSpot or Salesforce. To send data to your own systems, use the REST API, or a webhook such as lead.created, which works with Zapier, Make or n8n. If your helpdesk is HubSpot, a hand-off ticket is filed under the visitor's HubSpot contact.
Does the AI see my contacts and their attributes?
No. Attributes are filled into server-side API actions by intoCHAT, never shown to the AI, and the AI can't choose which contact is used. For a verified visitor, the AI is only told that the visitor is signed in and their name, so it can greet them. If an action needs a value the contact doesn't have, it doesn't run, and the agent is told so in the same words whether or not a contact exists.
How are leads and contacts different?
A lead is what a visitor left in one conversation, through the lead form or by writing contact details in the chat. Leads stay in Collected Leads as before. A contact is the person behind them: a lead with a new email or phone number creates one, and later leads with the same details fill in its empty fields.
Can a visitor take over someone else's contact by typing their email?
No. A contact from a verified visitor, an import or the API is never changed by a lead. A verified visitor is found by their signed user id only and is never merged into another contact by email. Visitors are never told whether a contact already existed.
How do I import my existing customers?
Click Import CSV on the Contacts card and choose a file of up to 5 MB and 10,000 rows. The columns external_id, email, phone and name fill in the contact, and every other column becomes an attribute, so Plan Tier is saved as plan_tier. Each row updates the contact with its external ID or email, or creates one. Nothing is saved until you check the preview and click Import.
How many contacts can I have?
Per agent: 100 on Free, 5,000 on Starter, 25,000 on Pro and 100,000 on Enterprise. An import or API call over the limit is refused with a message naming it; new verified visitors and leads beyond it are simply not saved as contacts, and the chat isn't affected. After a downgrade, an agent keeps all its contacts and can still update them.
What happens when I delete a contact?
Its attributes are deleted with it, while its leads and conversations stay. If the same verified visitor chats again, or the same email comes in as a new lead, a new contact is created. Deleting an agent deletes its contacts, and duplicating an agent doesn't copy them.
Know your customers in every chat
Create your agent free, import a CSV of your customers, and see your first contacts appear on the Leads tab as visitors chat.
Create your agent freeFree plan, no credit card needed.