Every person who writes to you gets a contact record. Some of it you send from your product, some Gleap collects as people use the messenger, and the rest is the history of your conversations with them.
The icon next to a contact's name is the first thing to read. A person icon means a guest contact — someone who used the messenger without your product telling Gleap who they are. A check badge means a protected contact, identified by your app.
The difference matters more than it looks. A guest is a browser session: no reliable identity, and a second visit from another device is a second contact. An identified contact accumulates — conversations, attributes and history all attach to the same person.
If most of your contacts are guests, that's the thing to fix first; everything else in this collection works better with identified contacts.
Two tabs. Details holds the name, email addresses, the company they belong to, any contact tags, and everything your product sent as custom data. Activities holds the timeline facts: when they signed up, their last activity, the last page they viewed, when they last sent feedback.
A contact who unsubscribed from your emails is flagged here, with the date and — if they gave one — the reason.
Overview — recent conversations and recent events at a glance, plus checklist progress and billing data where a billing integration is connected.
Conversations — everything you've ever exchanged, across every channel.
Notes — what your team wants to remember about this person. Internal, never shown to them.
Memory — what Kai has picked up across conversations. Only on identified contacts, and it has its own article.
Files — attachments from their conversations, in one place.
Calls — recorded calls with this contact.
Pipelines — which boards they're on and the stage they're in.
Company — the account they belong to, and their colleagues.
You can start a conversation with them, unsubscribe them from your emails, block them, export their data as a file, or delete them.
The contact page answers “who am I talking to?” before you answer them — which plan they're on, whether they've asked before, whether they're mid-onboarding. It's also what your segments, your automations and Kai read from, so the quality of what's here decides how well those work.
