One customer, however many numbers and handles they use.
Contacts resolves phone numbers, email addresses, and channel handles into a single identity, so a WhatsApp message and a phone call land on the same history.
Identity is the quiet foundation of every service metric. If the same customer exists three times, first-response time, CSAT, and collection history are all wrong.
Contacts matches on phone, email, and channel handle, flags candidates instead of guessing, and makes merging an explicit, auditable action.
- 1Identity per customer across channels
- 3Matching keys: phone, email, handle
- ExplicitMerge action with audit trail
- SharedIdentities used by CRM, Voice, Helpdesk
Match first, ask second, guess never.
Inbound messages and calls attempt a match on normalised phone, email, or channel handle. A confident match attaches to the existing record; an ambiguous one surfaces as a candidate for a person to decide.
- Phone normalisation before matching
- Confident match attaches automatically
- Ambiguous cases queued for review
- No silent overwrite of an existing record
One contact, many ways to reach them.
A contact holds multiple handles – phone numbers, email addresses, WhatsApp IDs, social handles – each with its own verification state. Unlinking a wrong handle is a normal operation, not a data-loss risk.
- Multiple handles per contact with type and status
- Link and unlink with history
- Primary handle used for outbound default
- Handle conflicts detected before they spread
Merging is deliberate, and it keeps the history.
When duplicates exist, merging combines the records and keeps every conversation, call, and ticket attached to the surviving identity. The merge itself is logged with who did it and what moved.
- Side-by-side comparison before merge
- History moved, not deleted
- Merge log with actor and timestamp
- Undo path documented per policy
What Contacts covers
Identity records
Name, handles, tags, ownership, notes.
Matching
Phone, email, and channel handle normalisation.
Candidates
Ambiguous matches reviewed by a person.
Merge
Explicit merge with history preserved.
Shared use
CRM, Voice, Helpdesk, Channels read the same identity.
Import
Bulk contact import with validation.
Questions about identity data
What if a customer uses a shared phone?
Handles can be linked to more than one candidate and reviewed; the platform never assumes one number equals one person.
Can we merge in bulk?
Merges are deliberate; bulk matching produces candidates for review rather than silent combines.
Is consent tracked?
Channel consent and opt-out state live with the contact and are enforced by Broadcast and Campaigns.
Where does the data live?
On your server in the on-premise deployment, with retention set by policy.
See this app running on your own data.
We install the suite on your server or in our cloud, then walk your team through the exact flow you described.