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Introduction To Contacts In OnceHub

Contacts are at the core of how OnceHub manages guest data. The Contacts page provides a centralized view of all your guest information. Easily accessible from the left navigation menu, it displays your contact records in a tabular view, allowing you to view, edit, filter, import, export, and bulk delete records all from one central location.

What is a Contact?

Section titled “What is a Contact?”

A Contact represents a single, unified view of your guest. It brings together information captured across Booking Calendars, Routing Forms, Chatbots, and phone calls into a single record.

Why Contacts Matter

Section titled “Why Contacts Matter”

A contact record gives your team a complete view of the information collected about a guest, along with their interaction history and upcoming meetings. This helps your team understand the guest’s history and any contextual information needed for the next interaction.

Having a contact record eliminates repetitive data collection and improves the guest experience when interacting with:

  • Phone Agents: Phone Agents can instantly identify returning callers and schedule meetings without repeatedly collecting known information.
  • Routing Forms: Routing Forms can recognize existing guests and use their stored information during qualification to route guests to the appropriate team member.
  • Chatbots: Chatbots can recognize returning guests and reuse available contact information when supported by the guest’s browser and session.

What Information is Stored in a Contact

Section titled “What Information is Stored in a Contact”

Each contact record stores information collected about your guest including:

  • Contact details: All information captured through mapped Contact Properties in Booking Calendars, Routing Forms and Chatbots.
  • Contact status: The contact’s current qualification or engagement status based on their interactions within OnceHub.
  • Recent activity: A chronological timeline of every interaction the guest has had with your account.

If the AI Contact Summary is enabled for your account, contact records also provide AI-generated insights to help you quickly understand recent guest interactions and identify recommended next steps.

To learn how to navigate to the Contacts page, read The Contacts Page article.