Contacts & CRM
Conviro includes a built-in lightweight CRM that automatically builds contact profiles from chat interactions.
Contact Profiles
Every visitor who provides their name, email, or phone becomes a Contact. Navigate to Dashboard -> Contacts to see the full list.
Each profile includes:
- Name, email, phone -- collected via forms, AI conversation, or manual entry
- Channel -- where the contact first engaged (Web, WhatsApp, Instagram, Email)
- Location -- country and city (from IP geolocation, if available)
- First seen / Last seen -- timestamps of first and most recent interaction
- Total sessions -- how many conversations they have had
- Lead score -- automatically calculated engagement score
- Tags -- custom labels for segmentation
- Tier -- VIP, Regular, or custom tiers
- Notes -- internal notes added by agents
Tags & Segmentation
Tags let you organize contacts for targeted follow-up:
- Auto-tags -- the AI can auto-tag based on intent (e.g. "pricing-inquiry", "support-request")
- Manual tags -- agents can add tags from the Live Inbox or Contact detail page
- Flow Builder tags -- add tags automatically via a flow node
Use the filter bar on the Contacts page to search by tag, tier, channel, date range, or lead score.
Custom Fields
On the Growth plan and above, you can add custom fields to contact profiles:
- Go to Dashboard -> Settings -> Contacts -> Custom Fields.
- Add fields like "Company Size", "Industry", "Product Interest", etc.
- Custom fields can be populated via forms, Flow Builder, or the API.
Activity History
Click on any contact to see their full activity timeline:
- Every conversation with transcripts
- Lead form submissions
- Tags added/removed
- Notes from agents
- Emails sent
Exporting Contacts
- CSV Export -- download your contact list with all fields
- API -- programmatically access contacts via the REST API
- Webhook -- receive real-time notifications when a new contact is created
Tips
- Use tiers to prioritize VIP customers in the handoff queue.
- Set up automated tagging in Flow Builder to keep your CRM organized without manual effort.
- Review the Contacts list weekly to merge duplicates and clean up data.