In short
- Leads with their question.Each lead keeps the conversation it came from and the last thing the visitor asked.
- Consent is recorded.An optional marketing opt-in is stored with the time it was given.
- Verified when you say so.Signed-in users from your site show as verified, and their conversations follow them.
- Privacy requests in one step.Download everything about one person, or erase them and their conversations' content.
A chat is often the first time a visitor tells you who they are. If that moment is lost in a transcript, so is the lead. Contacts keeps every person your agent talks to in one list, with the context your team needs to follow up.
How people become contacts
- They fill in the short contact form in the chat: an email, and optionally a name and a phone number.
- They share their own name, email or phone while chatting, and the agent saves it for them.
- Your website tells OneType who a signed-in user is, with a signed token from your server.
Saving details from the chat is careful by design. The agent keeps only what the visitor typed about themselves, never a colleague's or a friend's number, it only fills empty fields, and it never records marketing consent on its own. It is on for new agents, and you can turn it off per agent.
What a contact holds
Each contact has a name, email, phone, your custom attributes, whether they are a lead and when they became one, and whether they agreed to marketing, with the time. For leads, you also see the conversation they came from and the question they asked last. The profile lists every conversation the person had, newest first.
When your site identifies a signed-in user, the contact is marked verified. A verified email cannot be changed by hand or by a form, so nobody can take over a real customer's record by typing their address. Details a visitor typed without proof are added to the verified record, never the other way round.
Contacts next to the conversation
You do not have to leave the inbox to know who you are talking to. When a conversation belongs to a known person, a panel beside the transcript shows their details and whether they are verified, with a link to their full profile and every other conversation they had. That way a returning customer does not have to explain their history again, and your team can answer with the full picture.
Your team also hears about new leads as they arrive, in the dashboard bell and by email, and in Slack or Discord. The bell and email alerts name the visitor and say which details they left, but not the email or phone itself.
Find, edit and export
The Contacts page shows everyone, only leads, or only verified people, with search by name or email. You can correct a name, email, phone or attribute. Owners and admins can export the list as a CSV file, up to 10,000 people at a time, for your CRM or mailing tool.
Privacy requests, handled
When someone asks what you hold about them, open their profile and download it: their details and their conversations in one file. When they ask to be forgotten, erase them. Their personal data and the content of their conversations are removed together, and the erasure is recorded without naming them. Exporting and erasing are for owners and admins, and never possible with an API key.