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Contacts

Contacts is the list of everyone who has chatted with your store. Open it from the main menu.

From here you can search a contact, read their chat history, edit their profile, convert a lead into a Shopify customer, and export the list.

Contact types

The Type column carries a badge. There are three types you create by chatting, plus one Shopify sets for you.

Type	Who it is
Customer	Placed an order on your store, or subscribed to it.
Lead	Left an email to start a chat, or reached you through Email, Messenger or Instagram.
Anonymous	Started a chat with "Chat with us as anonymous" and left no details.
Redacted	Shopify asked to erase this person's data. The profile is emptied and stays in the list.

Find a contact

The list holds six columns: Name, Email, Type, Channel, Location and Conversation. Channel lists every channel this person has used, Conversation counts their chats.

• Search by name or email in the search field.
• Sort by Name, Customer added date or Last updated, each in both directions.
• Filter by type with the All, Customer, Lead and Anonymous buttons above the table.
• Copy an email with the clipboard button next to it, without opening the contact.

Read a contact

Click a row to open the contact. The page carries:

Section	What it holds
Customer	Overview for Shopify customers — how long they have been a customer, order count, amount spent — then Type, Name, Email, Phone and Address.
Channels	Every channel this person has reached you on.
Joy loyalty profile	Their points and tier, if you have the Joy app connected.
Tags and Note	Your own labels and internal notes.
Chat overview	Conversation count and Last chat at.
Customer snapshot	What Chatty learned about this person from their chats.
Chat history	The last five conversations, with View more for the rest.
Activity	Every change made to this contact and their conversations.

To edit, use the button next to Profile and pick Edit contact or Edit address. Tags and Note are edited in place. To remove the contact, use Delete contact at the top right, or the bin icon on its row in the list.

For a Shopify customer, the icon next to Overview opens their profile in Shopify.

Customer snapshot

Customer snapshot is built from this person's conversations, so you don't have to reread them before replying.

• Summary — a short profile in plain sentences, plus their average sentiment, conversation count and tags. It appears after their first conversation.
• Key facts — single lines Chatty picked up, such as a size or a preference. A fact you added yourself carries a Manual chip; a fact that is no longer current carries an Expired chip.

Admins can add, edit and remove facts. Use the plus button next to Key facts, write the fact, and pick its Type: Behavior, Preference, Size, Demographic, Issue or Contact. Other team members can read the snapshot but not change it.

Convert a lead into a customer

A lead or an anonymous contact has no Shopify customer record. Converting one creates that record so their next order links to the same person.

Export contacts

Export downloads your contact information in a standard format, ready for an email marketing or loyalty platform.

What you get: contact type, name, email, phone, address, total orders, total spent, customer since, last updated, tags and note.

Who can do what

Contacts follow the team permissions you set in Settings → Team.

Permission	What it controls
Contacts — view	Opening the Contacts page and reading a contact.
Contacts — edit	Editing a profile, tags and notes, converting a lead, and deleting a contact.
Export contacts	The Export button.

Without the view permission, the page opens with a no-access message instead of the list.