Manage contacts and companies
Strong contact records reduce resolution time and improve routing accuracy.
Contact Record Essentials
For each important contact, maintain:
- Name and reachable identifiers (email/phone)
- Relevant tags
- Custom attributes used by routing or reports
- Linked company when applicable
During Active Support
- Confirm the user identity early in the conversation.
- Fill missing attributes while context is fresh.
- Add tags that represent issue type and product area.
- Keep records clean; avoid duplicate naming patterns.
Company-Level Usage
Use company grouping when multiple contacts represent one customer organization.
Useful for:
- Escalation history
- Account-level trends
- Shared operational notes
Contact + Sessions Investigation Pattern
When debugging behavior issues:
- Open the contact profile.
- Check replay-linked session history (if available).
- Use replay evidence to enrich contact notes.
Note: Replay visibility in contact context depends on workspace permissions and enabled Sessions features.