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Overview

Kinbox Contacts is your comprehensive customer database that stores all customer information, interaction history, and custom data points. Build rich customer profiles that empower your team to deliver personalized, context-aware service.
Contacts are automatically created when customers initiate conversations, and are enriched over time with every interaction.

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Key Features

Unified Profiles

Single customer view with all communication history across channels

Custom Fields

Create unlimited custom fields to capture business-specific data

Automatic Enrichment

Auto-populate contact data from advertising campaigns and integrations

Smart Search

Quickly find contacts by name, phone, email, tags, or custom fields

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Contact Information

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Standard Fields

Every contact includes essential information:
  • Name: Customer’s full name
  • Phone: Primary phone number(s)
  • Email: Email address(es)
  • Photo: Profile picture from messaging platforms
  • Created Date: When the contact was first created
  • Created By: Source or user who created the contact

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Custom Fields

Extend contact profiles with custom fields tailored to your business:
  • Text: Short text entries (name, ID, etc.)
  • Long Text: Detailed notes or descriptions
  • Number: Numeric values (age, order count, etc.)
  • Date: Date fields (birthday, anniversary, etc.)
  • Single Select: Choose one option from a list
  • Multi Select: Choose multiple options
  • Checkbox: Boolean yes/no values
  • URL: Website or document links
  • Email: Additional email addresses
  • Phone: Additional phone numbers
{
  "customer_tier": "Premium",
  "account_manager": "John Smith",
  "contract_renewal_date": "2025-12-31",
  "lifetime_value": 15000,
  "preferred_products": ["Product A", "Product C"],
  "newsletter_subscribed": true
}

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Contact Management

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Creating Contacts

Contacts can be created in multiple ways:
1

Automatic Creation

When a customer sends their first message through any channel
2

Manual Creation

Directly through the Kinbox interface by team members
3

API Integration

Via the Kinbox API from your existing systems
4

Bot Actions

Created or updated automatically by bot workflows
5

Import

Bulk import from CSV files or spreadsheets

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Updating Contacts

Update contact information directly from:
  • Contact detail panel in conversations
  • Dedicated contacts management page
  • While viewing conversation timeline
Changes are logged in the audit trail for compliance.

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Duplicate Management

Kinbox includes smart duplicate detection and merging capabilities.
Merge Duplicate Contacts:
  1. Identify duplicates through search or conversation view
  2. Click “Merge Contacts” option
  3. Choose which contact to keep as primary
  4. Select fields to preserve from each contact
  5. Confirm merge - conversation history is preserved

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Contact Segmentation

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Tags

Organize contacts with flexible tagging:
  • Manual Tags: Applied by agents during conversations
  • Automated Tags: Added by bots or automation rules
  • Campaign Tags: Applied during campaign sends
  • Integration Tags: Synced from external systems
  • Create tags with colors and descriptions
  • Set tag visibility (public, group-specific, or private)
  • Track tag history and changes
  • Filter and search by tags
  • Export contacts by tag

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Groups and Permissions

Control contact visibility and access:
  • Restrict contacts to specific agent groups
  • Limit visibility based on tags or custom fields
  • Hide sensitive information (phone numbers, emails)
  • Configure “Private Contacts” with restricted access

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Marketing Attribution

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Advertising Source Tracking

Kinbox automatically captures campaign information:

Google Ads

Track UTM parameters, campaign names, ad groups, and keywords

Meta Ads

Capture Facebook and Instagram ad campaign data
Available Data:
  • Campaign name and ID
  • Ad set and creative
  • Source/medium
  • Landing page URL
  • Conversion tracking
Advertising data is saved to both the contact profile and individual sessions, allowing for detailed ROI analysis.

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Contact History & Timeline

View complete customer journey:

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Conversation History

  • All past conversation sessions
  • Messages across all channels
  • Session start/end times
  • Agent assignments
  • Customer satisfaction ratings

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Interaction Events

  • Bot interactions and workflows
  • CRM deal associations
  • Campaign sends and responses
  • Task creation and completion
  • Custom field updates
  • Tag changes

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Integration Activity

  • HubSpot deal creation/updates
  • RD Station Marketing events
  • Zoho CRM syncing
  • Bitrix24 integrations
  • Webhook triggers

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Privacy & Compliance

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Data Protection

  • Private Contacts: Hide phone numbers from unauthorized agents
  • Field-Level Permissions: Control who can view/edit specific fields
  • Audit Trail: Track all changes to contact information
  • GDPR Compliance: Export and delete contact data on request
  • Do Not Disturb: Honor opt-out requests for campaigns

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Notes and Mentions

  • Add internal notes to contact profiles
  • Mention team members with @ to notify them
  • Notes appear in timeline but are never visible to customers
  • Searchable across all contacts
  • Audit logged for compliance

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API Integration

Manage contacts programmatically:

List Contacts

Retrieve contacts with pagination and filters

Get Contact

Fetch complete contact details

Create Contact

Add new contacts via API

Update Contact

Modify contact information

Custom Fields

Manage custom field definitions

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Integration with Other Features

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CRM & Deals

  • Associate contacts with sales opportunities
  • Track deal history and pipeline status
  • View all deals in contact profile
  • Sync with external CRM systems

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Campaigns

  • Target contacts for WhatsApp, SMS, or email campaigns
  • Track campaign responses and engagement
  • Respect “Do Not Disturb” preferences
  • Segment audiences using tags and custom fields

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Automation

  • Trigger workflows based on contact attributes
  • Update contacts automatically through scenarios
  • Create contacts from bot conversations
  • Conditional logic based on custom fields

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Best Practices

1

Design Custom Fields

Plan your custom fields to capture data that drives better customer service and sales
2

Maintain Data Quality

Regularly review and merge duplicate contacts to keep your database clean
3

Use Tags Strategically

Create a tagging system that makes sense for your business (e.g., interest areas, customer lifecycle stage)
4

Leverage Automation

Use bots and workflows to keep contact information up-to-date automatically
5

Respect Privacy

Configure appropriate permissions and honor customer communication preferences
Pro Tip: Use the “Copy Contact Name” button for quick reference when communicating with other team members.

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