Contacts

Manage customer contacts, lead scoring, and your sales pipeline

Contacts#

AlonChat automatically creates contact records for everyone who interacts with your agent. Each contact is enriched with AI-powered status classification, sentiment analysis, lead scoring, and journey tracking.

Automatic Contact Creation#

When someone chats with your agent on any connected channel:

1. A contact record is created automatically
2. The conversation is linked to the contact
3. Future conversations from the same person are connected across channels
4. Contact info, sentiment, lead score, and status update over time as more interactions occur

No manual data entry is required. Your contact records populate themselves from real conversations.

Where Contacts Live#

The People area in the sidebar is your Contacts list -- browse, search, and manage every contact in one place.

Related work lives elsewhere in the dashboard:

Viewing Contacts#

1. Go to your agent dashboard
2. Click People in the sidebar
3. Browse, search, or filter your contact list

Filtering Contacts#

Use pill-based filters to narrow your view:

Status:

• New, Active, Qualified, Converted, Inactive, Churned

Source (how the contact first came in):

• Chat Widget, Lead Form, Manual, Email

Channels (where the contact has messaged):

• Facebook, Instagram, WhatsApp, Telegram, Web Visitor, Google Business

Stage (Customer Journey):

• Inquiry (Awareness)
• Comparing (Evaluation)
• Closing (Decision)
• In Progress (Fulfillment)
• Follow-up (Retention)

You can also search by name, email, or phone number.

Auto-Classified Contact Status#

AlonChat automatically classifies each contact's status based on their behavior. These statuses update automatically as engagement patterns change:

Status thresholds (inactivity windows, message minimums) are configurable in your agent's Settings > AI tab.

Sentiment Badges#

Each contact shows a 5-level sentiment badge based on their average conversation tone:

Sentiment is calculated automatically from conversation tone. Hover over the badge to see the score.

Contact Information#

Each contact card displays:

For businesses with multiple locations, contacts may also show their associated branch.

Lead Scoring#

Contacts are scored automatically based on configurable engagement signals, and assigned a letter grade from A (highest) to F (lowest).

Scoring Signals#

Define signals that add or subtract points:

• AI-detected -- AI identifies patterns such as pricing questions or purchase intent
• Keyword-based -- Specific words or phrases trigger score changes
• User actions -- Booking attempts, form submissions, and other measurable actions
• Manual -- Team members can assign scores directly

Lead Grades#

Contacts receive letter grades (A through F) based on their total score. Grade thresholds are configurable in Settings > AI.

Journey Stages#

Every contact progresses through a customer journey:

1. Inquiry (Awareness) -- Initial contact, asking questions
2. Comparing (Evaluation) -- Evaluating options, asking about alternatives
3. Closing (Decision) -- Ready to buy, negotiating terms
4. In Progress (Fulfillment) -- Order placed, service in progress
5. Follow-up (Retention) -- Post-purchase, loyalty building

Stages update automatically based on conversation signals, and you can also adjust them manually.

Conversation History#

View all conversations with a contact:

1. Click on a contact
2. See Conversation History with full transcripts
3. Messages are grouped by platform and date
4. Sentiment and source attribution shown per message

Tagging Contacts#

Organize contacts with custom tags:

1. Select a contact
2. Click Add Tag
3. Create a new tag or select an existing one
4. Use tags to filter contacts across your CRM

Tags are useful for segmenting your contacts and tracking specific customer groups.

Exporting Contacts#

Export your contacts for use in external tools:

1. Go to Contacts
2. Apply filters if you want to export a subset
3. Click Export
4. Download as CSV (includes name, email, phone, company, status, source, dates, and message count)

Follow-ups#

Automated follow-ups help you re-engage customers who have gone quiet or need a nudge.

How Follow-ups Work#

AlonChat detects follow-up opportunities automatically:

• Promise-based -- When your agent or AI promises to follow up, a reminder is created
• Ghosting detection -- Contacts who stop responding mid-conversation are flagged
• Scheduled reminders -- Set manual follow-up reminders for specific contacts

Follow-up Queue#

View and manage all pending follow-ups under Automations > Follow-up:

• See which contacts need attention and why
• Review the AI-suggested follow-up message
• Approve, edit, or dismiss each follow-up
• Track sent follow-ups and their outcomes (replied, converted, etc.)

Follow-up Configuration#

Configure follow-up behavior under Automations > Follow-up:

• Auto Follow-ups -- Enable or disable automatic follow-up messages
• Built-in Triggers -- AI-powered detection of disengaged customers and undecided prospects
• Custom Triggers -- Create your own trigger rules with presets available
• Timing -- Configure delays, max attempts, and quiet hours
• Channels -- Select which platforms to send follow-ups on

Human Review#

Get notified when conversations need human attention.

What Triggers Human Review#

• Customer expresses frustration or dissatisfaction
• Conversation involves complex issues the AI cannot resolve
• Custom rules you have configured (e.g., specific intents or keywords)
• High-value leads that need personal attention

Managing Human Review#

Flagged conversations appear in Human Review and in the AI Assistant panel:

• Review the flagged conversation with full context
• Take over the conversation to respond personally
• Dismiss the item if no action is needed
• Configure rules to match your business needs

Business Profile and CRM Configuration#

CRM-related configuration is accessed through your agent's Settings > AI page:

Business Profile#

• AI-detected business type with template selection (appointments, reservations, products, delivery, etc.)
• Business description -- Editable description used by the AI to understand your business
• Business characteristics -- Visual icons representing what your business does

Lead Scoring Settings#

• Scoring Signals -- Create and manage lead scoring rules
• Lead Score Grades -- Set A/B/C/D/F thresholds
• Scoring Weights -- Adjust category weights that influence lead scores

Privacy and Deletion#

Delete a Contact#

1. Select the contact
2. Click Delete
3. Confirm deletion

Contact data and conversation history are permanently removed.

Bulk Delete#

1. Select multiple contacts using checkboxes
2. Click Bulk Actions > Delete
3. Confirm the operation

Related Pages#

• AI Assistant -- Monitor conversations and configure AI behavior
• Branches -- Manage multiple business locations
• Analytics -- Track engagement metrics and sentiment trends
• Training Your Agent -- Improve AI response quality