Contacts represent customers. Agents can create a contact directly or start an email conversation from the inbox.
Create a contact
Open Contacts (/contacts) and click New contact. The form contains First name, Last name, Email, Phone number, and Country. Enter the customer's details and click Create.
Additional structured fields are configured under Custom attributes. Roles determine who can create and edit contacts.
Start an email conversation
From the inbox sidebar, choose New conversation. Select the sending inbox in From, enter the recipient in To, and add CC or BCC when needed. Complete Name, Subject, and the message, then choose Team and Agent where appropriate. Review the recipients and message before clicking Send.
Sending creates a real customer message. New conversation automation rules apply to conversations created by contacts, so do not expect them to route an email conversation initiated by an agent. Choose the assignment in the form or configure a suitable workflow separately.