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?
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
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
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.
