How the CRM and your conversations fit together

Short answer: your CRM and your conversations are connected. Link a conversation to a contact or company, and that conversation lands with that customer and you build up a history. The linking you do from the conversation; managing the contacts themselves happens in the CRM.

How it works together

From a conversation you link the right contact or company in the context panel, see Linking a conversation to a contact or company. From then on, that conversation belongs to that customer.

In the CRM you manage the contacts and companies apart from any specific conversation: completing details, cleaning up duplicates, linking companies and people to each other. The better that's maintained, the more context you have at each conversation.

Good to know

The gain is in the repetition: on a second or third conversation with the same customer, you see right away who it is and what was going on before, without having to ask again.

One thing to know: there's no separate contact page that shows all of a contact's conversations. The CRM screen is an edit form with the details, without conversation history. If you want to find all of someone's conversations, you do that from the inbox by searching on the name or the company (not on email address). When a visitor fills in their details in the chat, Sarrai updates an existing contact on an email match, and a differing name or company overwrites the existing field. And for requests around data deletion: the data export doesn't include contacts or conversations, so such a deletion today takes manual work or support, not a single button.

Also searched as

"build up customer history", "attach a conversation to a customer", "overview per contact", "why link a conversation to the crm"

See also

• Linking a conversation to a contact or company
• Managing contacts