Contacts & history
The second time someone writes to you, they should not have to explain themselves again.
Nusrat Jahan
Chattogram · first wrote 14 March
Reached you on
Already known
The problem
A customer messages on Messenger in March and WhatsApp in June. To your team they are two strangers, and the second conversation starts from nothing — so the customer repeats their order number, their problem and their history to someone who should already know.
Whoever picks up the thread sees every previous one with that customer, how many messages it took and how it ended — before they type a word.
Anything the team needs to remember — a preference, a complaint, a promise made — lives on the contact, not in someone's head.
Spot the same customer on WhatsApp and Messenger and merging is one click. Their conversations, notes, tickets and leads all move across. We never merge on a guess.
Everything below is built and live today — not a roadmap.
What your team sees
Nothing to import and nothing to match. A profile builds itself the moment someone writes in.
Nusrat Jahan
WhatsApp· first seen 19 Jun
3
Conversations
42
Messages
Channel
Team notes
Prefers cash on delivery. Wholesale buyer — quote her the 20+ rate without being asked.
Rima · 12 Aug, 4:02 PM
Every conversation, most recent first
14 messages · 12 Aug
Closed6 messages · 3 Jul
Closed22 messages · 19 Jun
Needs humanThe second time someone writes to you, they should not have to explain themselves again. Whoever picks up the thread sees every previous one with that customer — how long it ran, how it ended — before typing a word.
None of this is set up. A contact appears the moment someone writes in, and their name, phone and email fill themselves in from the channel and from what they tell you in conversation. There is no import step and nothing to match.
The note is the part a system cannot work out for itself. “Quote her the wholesale rate without being asked” is the sort of thing that otherwise lives in one person's head and leaves when they do.
Two channels, one person
Nothing a platform tells us says two identities are the same human being. You are the one who recognises her.
Every platform hands us its own identity for a customer — a Messenger id, a WhatsApp number, a browser session. Nothing in any of them says they are the same person.
Plenty of software will guess anyway, on a matching name or a shared phone. We do not, because the cost of being wrong is not a tidy database — it is showing one customer another customer's conversations.
You are the one who recognises her. When you do, merging takes a click: her conversations, your team's notes, her open tickets and her leads all move onto one profile, and from then on it is one history.
Nusrat Jahan
3 conversations
Nusrat J.
Messenger
1 conversation
What moves across
Conversations
Team notes
Tickets
Leads
Empty fields fill in from the duplicate. Then the duplicate is removed.
Getting there
No migration, no consultant, no rebuild of how you work.
Contacts build themselves the moment a customer writes in. There is no import step and no matching to configure.
Drop a note when a customer tells you something worth remembering — a delivery preference, a complaint, a discount you promised.
When you recognise the same customer on a second channel, merge the two profiles in one click and everything moves across.
Before you ask
We don't, and we don't guess. Each platform gives us its own identity for a customer, and deciding that two of them are one person is a judgement only you can make — guessing it wrong means showing someone another customer's history. When you recognise a duplicate, merging is one click and permanent.
Yes. Your whole workspace, contacts included, exports as JSON at any time.
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