AI Agent Management
Contacts
Learn how to collect contact details, identify users, and use verified information in Muchat conversations.
Contacts help you keep user information alongside conversations. Names, email addresses, and phone numbers can come from the lead form, a messaging channel, or your website integration. With secure user identification, Muchat can use verified information to make responses more personal.
How Contacts Work
Each contact belongs to an agent, and conversations are associated with that contact through their channel connection. A visitor may start anonymously, then submit contact details through a form or be identified through their account on your website.
In the Muchat dashboard, open your agent and select Contacts. This list shows contacts with recorded details and at least one conversation; anonymous visitors are excluded. Search by name, email address, or phone number, and view names, contact details, conversation counts, and creation dates.
The Identification Process
Collect contact details
Use the lead form to collect contact details during a conversation. For users signed in to your website, you can send their information with an identity token.
Link the user's identity to the conversation
Put the stable account identifier in the token's user_id. Sign the token on your server with the secret for that widget channel, then pass it to setUser after initializing the widget. Follow the widget identity verification guide for setup.
Use contact information in the conversation
After identity verification, information such as names, email addresses, and phone numbers supplied in that connection's identity token can be made available to Muchat. Custom attributes must already be defined and enabled for AI use.
Existing contact information can also populate forms. The lead form is no longer shown when all its requested inputs can be supplied from valid contact details. See the lead collection guide for details.
Key Benefits
Secure user identification
A signed token links the website account to the conversation connection. The secret stays on your server; only the user's token is sent to the browser.
Personalized conversations
Muchat can use verified user information and permitted custom attributes to tailor its responses.
Actions integration
Contact details are saved to the contact profile, and forms can use existing values so users do not have to enter information that is already available.
Profile updates from your website
To pass on changes to user information, your website must obtain a fresh token with the new values from your server and send it to the widget. Once verified, the supplied information updates the contact profile.