Skip to main content
Contacts lists everyone your agents have talked to, across every agent in the workspace. WireDesk creates and updates contacts on its own as conversations happen. There is nothing to import or maintain.

​
How contacts are created

A contact is created the first time someone reaches one of your agents. Every conversation after that adds to their count. What identifies a contact depends on how they reached you: Calls with no caller ID do not create a contact. A verified visitor with an email shares a contact with their emails, so their chats and emails sit together on one page. An anonymous chat visitor on a different browser or device is a new contact.

​
Names

Contacts start without a name. A name is filled in the first time someone gives one:
  • when the agent saves a lead with a name
  • when the agent takes a message and they gave a name
  • when a verified visitor’s page passes their name
The first name learned is kept. A later lead or message with a different name does not overwrite it.
There is no way to edit, merge or delete a contact from the dashboard. You can delete the notes the agent saved about them. See Saved notes. A person who calls and also emails is two contacts, one per phone number and one per address, unless they chat as a verified visitor with the same email.

​
The contacts list

The list shows the 200 most recently active contacts, most recent first. Export CSV downloads your contacts. See Exports.

​
A contact’s page

Click a contact to open their page. The header shows the channel, their number or address (or Anonymous visitor id for chat visitors), when they were first seen, and their conversation count. The top three cards only appear when there is something in them. You can also get here from a conversation. The This person card on the conversation page has a Full history button.

​
Saved notes

The agent can read these notes back to the person in a later conversation, so this card is where you check what it’s keeping about them, and remove anything it shouldn’t.
  • Click the bin icon on a note to delete it.
  • Click Delete all to delete every note about this person, from every agent in the workspace.
Both ask you to confirm, and neither can be undone. Only the notes go. The person’s conversations, leads and messages stay. Owners and admins can delete notes. People with the Agent role see the card without the delete buttons. Each deletion is recorded in the workspace activity log. Notes are also deleted when the agent that saved them is destroyed, 30 days after you delete it, and when you close your account.