Contacts are your customers, one per email address. They are made by themselves the first time an address writes in, buys or signs in, and every ticket hangs off one. That is how the desk shows a customer's purchases and past tickets the moment a new question arrives.
Where to find it:
Open Tickets on the desk's menu bar, then Contacts. From a ticket, View contact under the customer's name opens their page.
How contacts are made:
The first time an email address appears, from your form, your mailbox, your customer page, a chat or an import, a contact is made with the name and any details given. A buyer who has never written in gets a contact the first time they sign in on your contact page.
How matching works:
The email address is the key. When the same address turns up again, the same contact is used and its last seen date updated. A name or phone number is only filled in where it was empty, so a later email cannot overwrite good details with worse ones.
The Contacts screen:
50 contacts a page, most recently seen first, with the photo or initial, the name, the email address, and First seen and Last seen. The search box matches name or email; type and press Search.
A contact's page:
Click a name to open it.
- The customer's name, email, first and last seen.
- Linked emails: other addresses this person uses. Press + Add Another Email, type the address and press Save Linked Emails. Up to three are kept.
- Customer 360: everything the connected systems know, searched under every linked email too.
- Tickets: every ticket from this person, each with its status, linking through.
Why it matters for the AI:
Because tickets, sales and keys are all keyed on the same address, the ticket screen can show a customer's purchases and past tickets, and the AI is told about their last three tickets before it writes a word. That is often the difference between a generic reply and a useful one.
Bought under another address:
A customer who buys with one address and writes from another looks like two people. Add the second address under Linked emails and every lookup, the sidebar and the AI search both. Until then, when the AI finds no purchase it leaves you a private note suggesting another address.
Step by step, linking a second address:
- Open Tickets, Contacts and search for the customer.
- Click their name.
- Under Linked emails press + Add Another Email.
- Type the other address and press Save Linked Emails.
- Look at Customer 360 on the same page; it now searches both.
A real example:
Emma Clarke writes from emma.clarke@example.com, but bought Planner Pro as emma.studio@example.com. Sam opens her contact page, adds the studio address under Linked emails and saves. Customer 360 now shows both her purchases and her Planner Pro key, and her next licence question is answered by itself.
Tips:
- Search by part of an email to find people with several addresses.
- See Your ResultsAiX Stack And The Customer 360 for what fills the profile.