Contacts
What are Contacts?
Contacts are one of MaiAgent's core features, like a business's "customer card file." It enables businesses to create dedicated identity profiles for each customer, ensuring that every conversation provides a personalized service experience.
Imagine when a customer interacts with you through a website chat room, the system can immediately identify "This is Mr. Zhang, he is a VIP member" or "This is a new visitor, only partial documents can be opened," and provide corresponding service content and permissions accordingly.
Why do we need the Contacts feature?
Personalized Service Experience
Every customer has unique needs and background. The Contacts feature enables AI assistants to:
Remember conversation history with that customer
Provide appropriate information based on customer identity
Avoid repeatedly asking for known information
Precise Permission Management
Different customers should see different content:
VIP members can view exclusive offers
Regular members see standard service content
Visitors can only use public information
Data Security Protection
Ensure customers can only access their own data, preventing information leakage.
How do Contacts work?
When a user opens the conversation box, the conversation request is sent to the enterprise's internal system for processing, determining whether member information has been included. Based on the judgment result, the system decides to find/create a contact (anonymous or non-anonymous). Regardless of which path is taken, personalized conversations will eventually unfold, ensuring that every user receives a suitable personalized experience.
Contact Operation Diagram
Contact Type Description
MaiAgent's contact system is divided into two types based on user identity recognition methods:
Contact Type Comparison Table
Applicable Situation
Visitors entering directly from the web who have not logged into the enterprise member system, and therefore have no account to obtain user data
Logged-in members or those entering through other platform accounts (such as Facebook, LINE, etc.), where the system can obtain user name and account information
Identity Recognition
Unable to obtain specific personal information
Have clear identity recognition information (such as: name, profile picture, etc.)
System Settings
Set as "anonymous" in the MaiAgent system
Original member account ID will be converted to Source ID
Permission Management
Knowledge base document permissions, conversation platform management
Same for both
Data Mapping
No Source ID, cannot be mapped to enterprise member data
Ensure contacts can always be mapped to the correct user through Source ID
Creation Method
If entering as a visitor (without member identity), a new anonymous contact is automatically created for each conversation
System automatically creates or updates through MaiAgent API based on member login information For detailed integration, please refer to: Technical Manual—Contact Introduction and Integration
Recording Mechanism
System records user conversation history according to cache
Maintain conversation continuity through Source ID and contact mapping
Setting up Contacts
Anonymous Users
User creates a new conversation, system automatically creates a new anonymous user in the background (each conversation is one anonymous user)⬇️
Includes contact ID, conversation platform records, creation time, and other information
You can click edit to manually edit anonymous contact information:
Through editing, you can:
Change linked member information: Link anonymous contacts to member data by entering Source ID
Update permission levels: Open or restrict the scope of document reading
Supplement customer name, contact information, and other basic data
Non-Anonymous Users
User enters using other conversation platforms (such as: LINE, FB Messenger, Telegram):
The backend automatically creates corresponding non-anonymous users based on FB user information (including Source ID, contact name, profile picture, etc.):
You can still click the edit button to edit non-anonymous contact information
Through editing, you can:
Complete and correct data
Correct incorrect query metadata settings (update open scope based on permissions)
Modify Source ID within the enterprise to link correct contact information with member information
Contacts rely on Source ID for mapping, so please ensure that the Source ID is synchronized with the enterprise internally when editing, otherwise it may cause data mapping errors during subsequent program synchronization with internal enterprise information.
Adding Contacts
The add contact feature is mainly used for proactively creating customer profiles with preset permissions. If you have not specified permission scope in Web Chat, you can pre-create contacts to complete permission configuration and service preparation before customers actually initiate conversations.
Core Function Description
Through manually adding contacts, system administrators can pre-create user profiles with specific identities in the customer service system and configure corresponding query metadata permissions for them. When these pre-created contacts later interact with customer service through specified conversation platforms, the system will immediately apply pre-set permission levels through Source ID automatic matching mechanism, ensuring they can access data content that matches their identity.
You can click add contact to enter the edit page and add information:
On the page, you can add contact name, specify conversation platform, and other information:
Permission Management
According to enterprise needs, you can use query metadata to restrict the scope of document usage for different contacts, such as:
Restrict by Membership Level
VIP Members: Can query all knowledge bases, advanced FAQs, product technical documents
Regular Members: Can only query basic FAQs, product user manuals
Visitor Users: Can only query public FAQs, basic product introductions
Distinguish by Department Permissions
Internal Employees: Can query internal operation manuals, system maintenance documents, complete product information
Distributors: Can query product specifications, price lists, sales data
General Customers: Only limited to querying usage instructions, FAQs, warranty information
Classify by Product Tags
Enterprise Version Users: Can query documents tagged with "Enterprise Features", "Advanced Settings"
Personal Version Users: Can only query documents tagged with "Basic Features", "Personal Use"
Trial Users: Can only query content tagged with "Trial Instructions", "Getting Started Guide"
In contacts, when setting query metadata, the system will only authorize you to configure based on the knowledge base of the conversation platform you specified. If you configure for knowledge bases of other conversation platforms, the following warning message will appear:
Automated Integration
For technical teams, MaiAgent also provides API interfaces that can seamlessly integrate with existing enterprise systems
Regardless of enterprise size, the Contacts feature can help you provide better customer service experiences while ensuring data security and operational efficiency. Through classified management of anonymous and non-anonymous contacts, precise Source ID mapping mechanisms, and flexible creation methods, enterprises can provide the most suitable service experience for different types of users and be fully prepared before customer interactions.
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