Getting started with Contacts in tawk.to
The instructions below are for desktops and laptops only.
The Contacts section in your tawk.to Dashboard is a built-in CRM that consolidates your visitor details, conversations, internal notes, and organizational data into a single workspace. It helps your team keep track of key customer context, organize follow-ups, and maintain accurate records from one central hub.
Key features of Contacts CRM
The Contacts section offers several tools to help you manage customer data efficiently:
- Centralized contact profiles
View a contact's complete messaging history across supported channels, create internal notes, and track support tickets.
- Organizations
Group individual contacts under company or team profiles to keep track of B2B relationships.
- Segments
Filter contacts by specific attributes (such as VIP tags or location) and save these custom views for fast access later.
- Custom attributes
Create tailored data fields to store specific details relevant to your business needs.
Opening Contacts
2. Click Contacts in the left navigation bar.
3. The Contacts section opens with your contact list.
From here, you can:
- Select People, Organizations, or a saved Segment in the left panel.
- Click any contact to open their profile and view past conversations, timelines, internal notes, and other details related to that contact.
- Export your contacts.
Managing your Contacts
Adding, importing, and exporting Contacts
Add single contacts manually, collect lead details automatically via Pre-Chat forms, or upload a CSV file to import records in bulk. You can also export your contacts at any time for backups or external reports.
Learn more with this guide:
Adding, exporting and deleting contacts
Customizing Contact Profiles
Edit standard fields like name, email, phone, and job title, or set up Custom Attributes (such as renewal dates or plan types) to tailor profiles to your business.
See this guide to learn more:
Customizing a Contact
Grouping Contacts into Organizations
Link individual people to company profiles so your team can track all chats, support tickets, and notes associated with an entire client account in one central location.
Learn more with these guides:
Managing Organizations in Contacts
How to add and delete organizations in Contacts
Creating Segments and custom views
Filter contacts using standard or custom attributes—such as location, creation date, or tags—and save those views as Segments for fast, ongoing access.
See this guide to learn more:
How to add and manage segments in Contacts
Merging duplicate records
Combine duplicate entries created when visitors return using different devices or email addresses without losing past chat logs or attributes.
Learn more with this guide:
Merging Contacts
Add single contacts manually, collect lead details automatically via Pre-Chat forms, or upload a CSV file to import records in bulk. You can also export your contacts at any time for backups or external reports.
Learn more with this guide:
Adding, exporting and deleting contacts
Customizing Contact Profiles
Edit standard fields like name, email, phone, and job title, or set up Custom Attributes (such as renewal dates or plan types) to tailor profiles to your business.
See this guide to learn more:
Customizing a Contact
Grouping Contacts into Organizations
Link individual people to company profiles so your team can track all chats, support tickets, and notes associated with an entire client account in one central location.
Learn more with these guides:
Managing Organizations in Contacts
How to add and delete organizations in Contacts
Creating Segments and custom views
Filter contacts using standard or custom attributes—such as location, creation date, or tags—and save those views as Segments for fast, ongoing access.
See this guide to learn more:
How to add and manage segments in Contacts
Merging duplicate records
Combine duplicate entries created when visitors return using different devices or email addresses without losing past chat logs or attributes.
Learn more with this guide:
Merging Contacts
Communicating and collaborating within Contacts
Messaging Contacts directly
Reach out to individual contacts directly from their CRM profile using supported messaging channels like SMS, WhatsApp, Telegram, or Facebook Messenger.
See this guide to learn more:
Messaging a contact from Contacts
Creating Internal Notes and Tickets
Keep team members updated by adding internal notes to a contact's timeline (visible only to property members) or create and assign support tickets directly from the contact profile view.
Tagging Contacts and Conversations
Assign custom tags to contacts, live chats, and support tickets to categorize interactions, filter views, and streamline reporting.
To learn more, see this guide:
Tagging chats, contacts, and tickets
Reach out to individual contacts directly from their CRM profile using supported messaging channels like SMS, WhatsApp, Telegram, or Facebook Messenger.
See this guide to learn more:
Messaging a contact from Contacts
Creating Internal Notes and Tickets
Keep team members updated by adding internal notes to a contact's timeline (visible only to property members) or create and assign support tickets directly from the contact profile view.
Tagging Contacts and Conversations
Assign custom tags to contacts, live chats, and support tickets to categorize interactions, filter views, and streamline reporting.
To learn more, see this guide:
Tagging chats, contacts, and tickets
Important considerations
- Visitors vs. Contacts
Every site visitor starts with an automated Visitor ID (such as V12345). A visitor automatically converts into a full Contact as soon as you or the visitor saves at least one key identifier, such as an email address or phone number.
Learn more with this guide:
How does tawk.to create a contact?
- Phone number formatting
Always format phone numbers using international notation with a leading plus sign (+) and country code (for example, +14155552671). This ensures your team can initiate SMS messages directly from the dashboard without delivery or routing errors.
- CSV import field mapping
Match your CSV column headers (like First Name or Email) to your existing CRM fields or Custom Attributes before uploading a list. Aligning these headers prevents data from populating the wrong fields or creating corrupted profiles.
- Data privacy and deletions
Deleting contacts removes their profile data and associated records permanently. Make sure to export a backup copy of your contact list before conducting bulk deletions, and verify that your actions comply with applicable privacy regulations like GDPR or CCPA.
Additional information
Contact data from forms
You can connect Pre-Chat and Offline Form fields to Custom Attributes so visitor responses are saved directly to their contact records. This helps keep contact information structured and reduces manual data entry.
See this to learn more:
Saving Pre-Chat and Offline form responses to Custom Attributes in Contacts
You can connect Pre-Chat and Offline Form fields to Custom Attributes so visitor responses are saved directly to their contact records. This helps keep contact information structured and reduces manual data entry.
See this to learn more:
Saving Pre-Chat and Offline form responses to Custom Attributes in Contacts
Related guides
Adding, exporting and deleting contacts
Customizing a Contact
Managing contacts
Merging Contacts
Managing Organizations in Contacts
How to add and delete organizations in Contacts
How to add and manage segments in Contacts
Tagging chats, contacts, and tickets
Saving Pre-Chat and Offline form responses to Custom Attributes in Contacts
Messaging a contact from Contacts
Customizing a Contact
Managing contacts
Merging Contacts
Managing Organizations in Contacts
How to add and delete organizations in Contacts
How to add and manage segments in Contacts
Tagging chats, contacts, and tickets
Saving Pre-Chat and Offline form responses to Custom Attributes in Contacts
Messaging a contact from Contacts
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