Define contact fields and creation rules in Mixdesk. When a visitor meets a rule, Mixdesk creates a contact you can manage, message again, or include in marketing campaigns.
Step 1: Configure contact fields
Go to Settings > Contact Management > Contact Fields. Mixdesk provides default fields, and you can add fields for your business.
📌 Use the fieldsEdit these fields in the right sidebar of the Inbox to maintain customer information.
Step 2: Define contact-creation rules
A visitor’s incoming conversation does not automatically make them a contact. In Settings, configure Contact Rules. When any configured field contains a value, Mixdesk creates a contact. Manage these records in Contacts and use them to select audiences for marketing.
Example
- Use Phone as a creation rule. When a team member enters the visitor’s number in the Phone field of their contact card, Mixdesk creates a contact.
- Use Facebook ID as a creation rule. Visitors from Facebook already have this identifier, so Mixdesk creates their contacts automatically.
Step 3: Identify the same contact
The same person may contact you through multiple channels. Mixdesk can recognize them using rules such as a matching phone number or user ID to consolidate customer information.
Phone and Email are the default unique identifiers. You can add custom fields, such as your own user ID.
Removing a custom unique-identifier field does not change contact information already matched using that field.
Step 4: Merge contacts
Enable automatic contact merging and choose whether to retain the existing contact’s information or use the latest contact information.
When enabled, matching the unique-identifier rules above triggers an automatic merge during a conversation. A notification appears in the conversation.
Example
For example, select Use Existing Contact Information. A visitor first contacts you through WhatsApp, where Mixdesk stores their phone number. Later, they contact a connected Facebook Page and send the same number. Mixdesk recognizes it and merges the contacts automatically.
The right sidebar then shows the merged information and conversation history across channels.
If automatic merging is disabled, Mixdesk identifies the match in the conversation and lets you merge manually.
To view and manage all stored contacts, see: