Contacts
Know who you’re talking to.
Cove creates a contact for everyone who reaches you through your widget, email or forms, matched by email so nobody is added twice. Their details, conversations and your team’s notes stay together on one page.
What your team sees
Everyone you support, in one list.
Search by name, email or phone, filter by how you know someone, and click any contact to see their details and five most recent tickets without leaving the list.
25 per page · newest first
Why it matters
Context before you reply.
No data entry
Contacts are created from widget visits, conversations, form submissions and support email. Your team answers customers instead of typing them in.
The whole story on one page
Every conversation with a person, their details and your team’s notes sit together, so whoever picks up the next ticket starts with the full picture.
A list you can trust
One person, one contact, matched by email. Anonymous visitors who never share anything are cleared out, so the list stays focused on people you can reach.
Created for you
From first visit to known customer.
A widget visitor starts as Anonymous. Once they give an email, they become Identified. If your app identifies them when they sign in, they become Integrated, with their details coming from your system.
- Contacts come from the widget, emails to your support address (including people copied in), form submissions, or New contact.
- Cove matches people by email address. Add a contact whose email already exists and Cove selects the existing one instead.
- Anonymous contacts older than 48 hours with no name, email or phone are removed automatically. Anyone who shares an email or starts a conversation is kept.
Where contacts come from
One person, three stages
Starts a conversation with their email
Signs in to your app, which identifies them
plan: proMatched by email address, so the same person isn’t added twice. Anonymous visitors who never share a name, email or phone are cleared after 48 hours.
Contact page
Every conversation, every detail, every note.
Open a contact to see everything your team knows about them. Edit their details or start a new conversation from the top of the page.
- Conversations lists every ticket with this person, filterable by status.
- Notes are private to your team, newest first. Only the author can edit or delete their own note.
- Metadata your app sends, such as plan or account ID, shows read-only beside their details.
- Archive contacts you no longer need in the list. Nothing is deleted, and you can unarchive them any time.
Details
- maya@lumen.studio 🔒
- Phone
- +1 555 0142
- External ID
user_8812
Metadata from your app
Conversations
Status: All ▾- #1042Invoice shows the wrong addressOpen
- #1031Add a teammate to billingResolved
- #1009Export a project as PDFResolved
Notes
Prefers email over calls. Renewal is in March, loop in Priya before then.
Sam · 2 days agoSigned-in users
Recognize customers who are already logged in.
If your website or app has logins, pass the signed-in user to the widget with a hash your server creates. Cove checks the hash, so nobody can pretend to be someone else by editing the page.
- Their conversations follow them to any device or browser, and the widget doesn’t ask for their name and email.
- Name, email and phone update on each visit. Name and email are locked in Cove, so your system stays the source of truth.
- The same user ID is the same person across all your brands.
window.coveSettings = {
publishableKey: "pk_live_7Hc2Qx…",
identity: {
userId: "user_8812",
userHash: hashFromYourServer,
email: "maya@lumen.studio",
name: "Maya Chen",
metadata: { plan: "pro", seats: 12 }
}
};One list for every brand
Contacts belong to your workspace, not to a single brand or widget. Everyone on your team can view, add and edit them, on every plan.
FAQ
Questions about Contacts
Do I have to add contacts myself?
Rarely. Cove creates them when someone uses your widget, starts a conversation, submits a form or emails your support address. You can also add one by hand with a name and email.
What happens to anonymous visitors?
They appear as Anonymous until they give an email. Anonymous contacts more than 48 hours old with no name, email or phone are removed automatically. Anyone who shares an email, starts a conversation or is identified by your app is kept.
Can I edit a contact’s details?
Yes, name, email and phone. Each email can belong to only one contact. For Integrated contacts, name and email come from your app and are locked in Cove; change them in your app and Cove picks it up the next time they open the widget.
Who can see notes about a contact?
Your whole team. Notes are never shown to the customer. Only the person who wrote a note can edit or delete it.
Does archiving delete a contact?
No. Archiving hides a contact from the main list and stops edits. Turn on Show archived to find them, and unarchive any time.
See the people behind the tickets.
Contacts are included on every plan. Start your 14-day free trial, no credit card needed.