Manage your contacts
Find everyone who has shared an email with you, see their visits and past chats, add tags and notes, merge duplicates and export your contact list.
On this page
Contacts is your list of people: everyone who has shared an email with you across your websites. Each contact brings together their visits, conversations, ratings, tags and notes.
#Who appears in Contacts
People appear once they share an email in a chat or a form, or when your site identifies them by email with the JavaScript API. Visitors without an email stay off the list, but you can still see them on the Live page while they browse.
Pengo groups records by email address. If the same person chatted from two devices with the same email, they show as one contact.
#Find people
Click Contacts in the sidebar. The top of the page shows how many people you have, with insight tiles for People, New this week, Online now and Returning. Click Hide insights to collapse them.
#Segments
The row of segments filters the list in one click:
| Segment | Who’s in it |
|---|---|
| Everyone | Every contact with an email. |
| Online now | On one of your sites right now. |
| New this week | First seen in the last 7 days. |
| Returning | Visited 3 or more times. |
| Engaged | 3 or more conversations. |
| Unhappy | Rated a conversation 2 or lower. |
| Dormant | Not seen in 30 days. |
If you capture leads, the Leads, Hot, Booked and Follow-ups segments appear once someone is in them.
#Search and filters
Search by name, email, phone, company or city, then narrow the list by Website, Tag and when they were last seen (Any time, 7d, 30d or 90d). Sort by clicking a column: Contact, Company, Chats, Visits or Seen.
#Save a view
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Pick a segment, filters and sort.
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Click Save view, give it a name, and click Save view again.
Saved views appear next to the segments. You can keep up to 10. To remove one, open the arrow on the view and choose Delete view.
#Open a contact
Click a contact to open their profile. It has three tabs:
- Overview: totals for Conversations, Visits and Satisfaction, plus About, Tags and Attributes. Click Name, Phone or Company to edit them. The email can’t be changed here.
- Activity: Past conversations, and a Satisfaction trend once they’ve rated more than one chat.
- Notes: notes about this person. They’re private to your team. Press ⌘/Ctrl + Enter to save.
Click Open conversation to jump to their latest chat in the Inbox.
A badge shows when a contact’s identity was verified by your site. See Identity verification.
#Tag contacts
- One contact: in Tags, type a tag and press Enter. Click the x on a tag to remove it.
- Several contacts: tick them in the list, type a Tag name in the bar at the bottom, and click Add tag.
Then filter by Tag to find them again.
#Merge duplicates
When Pengo spots records that look like the same person, the profile shows Possible duplicates.
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Open the profile, click More actions (the three dots) and choose Merge 1 duplicate… (the number matches what Pengo found). Or tick 2 to 20 contacts in the list and click Merge.
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Choose which profile to keep under Keep this profile. Pengo lists what moves across, such as conversations, tags, attributes and notes.
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Tick These are the same person, then click Merge 2 contacts (or however many you picked).
#Export contacts
Click Export and choose:
- Everyone, or All matching when filters are on.
- Loaded rows: the contacts currently loaded in the list.
- Selected: the contacts you’ve ticked.
Pengo downloads a CSV file. One export holds up to 20,000 contacts. Narrow your filters to export more in batches.
#Delete a contact
Open the profile, click More actions and choose Delete contact. To delete several, tick them and click Delete in the bar at the bottom.
Common questions
Who becomes a contact?
Anyone who shares an email with you, for example in a chat or a form, or whom your site identifies through the JavaScript API. Anonymous visitors stay off the list. Records with the same email show as one contact.
Can my teammates see Contacts?
Contacts is for the workspace owner. Teammates still see visitor details beside each conversation in the Inbox.
Can I undo a merge or a delete?
No. Both are permanent. Pengo asks you to confirm before it does either.
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