Managing Contacts
Contacts represent external people that agents can interact with, primarily through voice calls and messaging.
What contacts are for
Section titled “What contacts are for”When an agent makes a phone call or receives a message from an external source, the platform tracks the contact information. This lets agents:
- Maintain a record of who they’ve interacted with
- Associate messages with specific people
- Look up contact details for follow-up interactions
Managing contacts
Section titled “Managing contacts”| Endpoint | Description |
|---|---|
GET /api/contacts | List contacts |
POST /api/contacts | Create a contact |
GET /api/contacts/{id} | Get contact details |
PUT /api/contacts/{id} | Update a contact |
DELETE /api/contacts/{id} | Delete a contact |
Contact messages
Section titled “Contact messages”Messages from contacts appear in chat with the Contact role. This distinguishes them from user messages and agent responses, making it clear when an external person is involved in a conversation.
Voice integration
Section titled “Voice integration”When using the voice tools, contacts are associated with call records. The platform tracks:
- Call history (who was called, when, duration)
- Phone numbers in E.164 format
- Any notes or context from the conversation