The CRM is where everyone who has reached your organization is gathered in one place, across every app and channel. You will find it under CRM in the sidebar, where the main page is Contacts.
What a contact record holds
Each contact has a name, email, phone and company, plus details Mando fills in for you:
Country, worked out from the phone number
Timezone
Source, how the contact first reached you
Created, First seen and Last seen
Opening a contact gives you tabs for Overview, History, Lists and Associations.
The three ways contacts arrive
From conversations. When someone talks to one of your agents and gives an email address or a phone number, a contact is created automatically. This needs no setup and covers most of your list.
Manually. You can add one person yourself.
From a CSV file. You can import a list you already hold elsewhere.
Adding contacts manually and importing them both need the Audience Import add-on. Contacts gathered from conversations are included at no extra cost.
Why some visitors never become contacts
A contact needs at least one way to reach them. Someone who chats on your website without leaving an email or phone number is handled normally in the conversation, but no contact record is created, and the Contacts list only shows people with an email or a phone number.
So your contact count will always be lower than your conversation count, and that is working as intended.
Duplicates
Mando matches people by email first and phone second, so the same person coming back is recognised rather than added twice.
It cannot connect two records that share no identifier. Someone who once gave only an email and later gives only a phone number will appear twice, and there is no merge action to join them. If duplicates matter to you, importing with both columns filled is the way to avoid them.
Frequently asked questions
Who can open the CRM?
Admins and Super Admins. Members do not have access.
What does Source tell me?
How the contact first arrived: agent, import, form, manual, API or lead.
Is the CRM finished?
It carries a Beta label, so expect it to keep changing.