Overview
Contacts aggregates people from all sources into a single list. Each contact shows their name, email, phone, lifecycle stage, source, conversation count, AI insights, and any tags you have applied. You can search, filter, add notes, tag contacts, and take actions — all from one place.
Opening Contacts
Select Contacts in the left sidebar. The page title reads Contacts.
Understanding contact sources
Every contact in RightAsk has a source that indicates how they were added:
Source badge | How the contact was created |
Chat | The visitor shared their email during a conversation with your agent |
External | The contact arrived through an external integration (such as Zapier) |
Manual | You or a team member created the contact directly in RightAsk |
Contacts from all three sources appear together in the All tab. You can filter to see only one source using the Source filter described below.
Using the tabs
Three tabs at the top of the Contacts page let you segment your list:
Tab | What it shows |
All | Every contact, regardless of stage |
Leads | Contacts scored warm or hot by the AI, or manually set to the Lead stage |
Customers | Contacts who have been invoiced or sent a contract |
The badge next to each tab label shows the count for that segment.
Viewing a contact
Each contact appears as a card in the grid. Select any card to open the full detail view.
On each card:
Name (or “Anonymous” if no name is on record)
Email address
Phone number (if captured)
Lifecycle stage badge: Visitor, Lead, or Customer
Source badge: Chat, External, or Manual
Total conversation count and last seen time (for contacts with chat history)
AI insight badges: Lead Score, Buyer Stage, Follow-up Priority (when available)
Up to three tags
In the detail view, the page is divided into two columns:
Left column:
Hero card with name, email, phone, lifecycle stage, source, buyer stage, and follow-up priority badges
AI Insights card (when available): Lead Score, Sentiment, Buyer Stage, Intent, Key Topics, and score explanation
Conversations — a list of every conversation this contact has had with your agents, with status badges and message counts
Contact Details — source, conversation count, last seen, date added, external ID (if applicable), and tags
Activity — invoices and contracts associated with this contact, with amounts and statuses
Right column:
Actions panel with primary and secondary actions (described below)
Notes panel
Searching and filtering
Use the toolbar above the contact grid to find specific contacts:
Enter a name or email address in the Search by name or email field.
Select the Source dropdown to filter by source: All Sources, Chat, or External.
Select the sort dropdown to change order: Newest, Name (A–Z), or Most Conversations.
Select the clear filters button (X icon) to reset all filters at once.
Creating a new contact manually
Select New Contact in the top-right of the Contacts page.
In the New Contact dialog, enter the contact’s Email (required), Name, Phone, and Tags (comma-separated).
Select Create Contact to save.
If a contact with the same email already exists, the dialog displays the message “A contact with this email already exists.” and offers a View Contact button to open the existing record.
Understanding AI insights on a contact
The AI Insights card on a contact’s detail page shows values derived from that contact’s conversation history:
Field | Possible values |
Lead Score | Hot, Warm, Cold |
Sentiment | Positive, Neutral, Negative |
Buyer Stage | Awareness, Consideration, Decision |
Intent | Sales, Support, Information, Other |
Follow-up Priority | High, Medium, Low |
Key Topics | Topics the visitor asked about most frequently |
Why this score | A plain-language explanation of the lead score |
If AI insights are not shown, the contact either has no conversation history or the analysis has not yet completed.
Editing a contact
The lifecycle stage of a contact can be changed directly from the contact detail view:
Open the contact detail view.
In the Actions panel on the right, locate the Lifecycle stage row.
Select Visitor, Lead, or Customer to update the stage immediately.
Adding notes
Open the contact detail view.
Select Add Note in the Actions panel.
Enter your note in the text field (up to 500 characters).
Select Save Note to save, or Cancel to discard.
Notes appear in the Notes panel below the Actions card. To delete a note, hover over it and select the delete (trash) icon.
Adding and removing tags
To add a tag:
Open the contact detail view.
Select Add Tag in the Actions panel.
Enter a tag name (up to 40 characters) in the field that appears.
Press Enter or select Add to apply the tag.
Select Cancel to discard without saving.
To remove a tag:
In the Contact Details section, hover over any tag and select the X that appears on it.
Other actions available from the contact detail view
Button | What it does |
Send Email | Opens a new email compose sheet pre-addressed to this contact |
Schedule | Opens a meeting scheduling panel to download a calendar invite (.ics file) |
Send Invoice | Navigates to the Invoices page to create an invoice for this contact |
Create Contract | Navigates to the Contract Generator to draft a contract for this contact |
Open in Inbox | Navigates to the Inbox filtered to this contact’s email |
What happens next
Changes to a contact’s stage, notes, and tags are saved immediately. Tags and notes added to contacts who originated from a chat conversation are stored against the agent that owns the conversation record. Activity such as invoices and contracts appears in the Activity section of the contact detail view automatically as you create business documents.
Troubleshooting
A contact is not showing up in the list. Select the refresh button in the top-right of the Contacts page to reload the list. If you applied a source or sort filter, select the clear filters button to show all contacts. Contacts created via Zapier or other external integrations may take a moment to sync.
I see a “A contact with this email already exists.” error when creating a contact. RightAsk prevents duplicate emails. Select View Contact in the error message to open the existing record. If you need to update the contact’s details, edit them from that existing record.
AI insights are not showing on a contact. AI insights are generated from conversation data. If the contact was created manually and has no chat history, there will be no AI insights. For chat contacts, insights may take a few minutes to appear after a conversation ends.
Tags or notes I added are not saving. Check your internet connection and try again. If the error persists, refresh the page and re-enter the information.