Contacts are at the core of how OnceHub manages your customer data. Rather than treating bookings, Chatbots interactions or Routing Form submissions as isolated activities, OnceHub consolidates these interactions into a one record.
The Contact Database is your centralized repository for managing customer information, accessible via Contacts in the left navigation menu. From here, you can view, edit or delete your customer data from a single location.
What Are Contacts?
A Contact represents a single, unified view of your customer and serves as the complete activity record.
By grouping activities under one record, you gain full visibility into:
- Captured Details: Information collected across different touchpoints.
- Engagement History: A chronological log of every interaction the customer has had with your account.
How Are Contacts Created?
Contacts are created automatically whenever a customer performs an activity (e.g., scheduling a meeting or interacting with a Chatbot and Routing Forms). OnceHub uses two identifiers to build these records:
- Email Address (Primary): Recommended for web-based interactions and digital scheduling.
- Phone Number (Secondary): Recommended for phone-first scenarios, or high-speed scheduling.
When an activity occurs, the system uses these identifiers to either:
- Create a New Contact: If no matching email or phone number is found.
- Identify and Associate: If a match is found, OnceHub links the new activity to the existing Contact to maintain a unified history.
To learn more about how Contact identification works, please see our How OnceHub Associate Activities With A Contact article.
What Information is Stored in a Contact?
Each contact record stores:
- Captured Contact Details: All information captured through mapped Contact fields in Booking links, Routing Forms and Chatbots.
- Contact status: A dropdown list of statuses which reflect where the contact is in your qualification pipeline.
- Recent Page Views: A chronological list of the recent Pages from your account that your customer has visited provided cookies are enabled in OnceHub.
- Recent Activity: A detailed log of their latest interactions, such as completed bookings and Routing Forms submitted.
To view or create Contact Fields, click on Manage contact fields near the gear icon in the top right corner of the Contacts page.
