Contacts
Keep every support conversation tied to customer context
Receiveo contact records combine identity fields, history, and summary metrics so teams can act faster with less repetition.
Contact profiles tied to conversations
Every contact in Receiveo carries a linked history of their support conversations, giving agents immediate context before they respond. Profiles store identity fields like name, email, and external IDs alongside a chronological timeline of interactions. This means returning visitors never have to repeat themselves, and agents can pick up exactly where the last conversation left off.
Name, email, and external ID fields
Store core identity information on every contact so records are easy to find and map to your internal customer database.
Conversation history linked per contact
Every conversation a contact has is automatically linked to their profile, building a complete support history over time.
Profile detail view with timeline context
A single profile view shows the contact's details, conversation timeline, and outcome summaries in one place for fast reference.
Custom fields and workspace ownership
Contacts are scoped to the workspace that created them, ensuring data stays isolated between brands, products, or teams. Custom fields let you store business-specific metadata directly on the contact record without relying on external tools. External ID support makes it straightforward to align Receiveo contacts with records in your CRM or internal systems.
Workspace-scoped contact records
Each workspace maintains its own contact directory, so contacts belonging to one brand are never visible to another.
Flexible custom field payloads
Add arbitrary key-value metadata to contacts for tracking plan tiers, account managers, regions, or any business-specific context.
External ID support for internal mapping
Store your own customer identifiers on Receiveo contacts to keep records synchronized with your CRM or billing system.
Outcome summary per contact
Contact detail views surface aggregate metrics from all linked conversations, giving teams a quick read on relationship health. Instead of reviewing every transcript individually, agents can see conversation counts, average sentiment, and satisfaction scores at a glance. This helps prioritize follow-ups and identify contacts who may need extra attention.
Conversation count and analyzed count
See how many total conversations a contact has had and how many have been analyzed for sentiment and resolution.
Average sentiment score
An aggregate sentiment score across all conversations highlights overall customer satisfaction trends for each contact.
Average satisfaction score where available
When satisfaction ratings are collected, the average is displayed on the contact profile for quick quality assessment.
Contact context where support work happens
Instead of splitting context across tools, teams can track support relationships directly from contact and conversation views.
Structured records
Store identity and business metadata in one contact model.
Quality visibility
Use aggregate conversation outcomes to identify follow-up needs.
Cross-system mapping
Use external IDs to align records with your internal systems.
FAQ
Contacts FAQs
Does each contact include conversation history?
Yes. Contact records include linked conversation history so agents can review context before responding. Learn more
Can we store custom business metadata on contacts?
Yes. Contacts support custom fields for business-specific context. Learn more
Can contacts include external IDs?
Yes. External IDs are supported for mapping to records in your internal systems. Learn more
Launch a conversation layer your whole GTM team can use.
Unify grounded AI, web and WhatsApp coverage, human handoff, and conversation analytics without stitching together separate tools.