The Contacts section in Akece works as a database of all individuals who have interacted with your team — whether through live chat, WhatsApp, email, or any other connected channel. You can also add contacts manually, either one by one or in bulk.
To access the Contacts screen, click on Contacts in the left-hand menu of your dashboard.
How to Add Contacts
You can add contacts in three different ways:
1. Add a contact manually
On the Contacts screen, click New Contact in the top-right corner.
Fill in the available contact fields.
Click Save to add the contact.
2. Import contacts via CSV file
On the Contacts screen, click Import in the top-right corner.
Upload a CSV file with your contact data.
The file can include fields such as name, email, phone number, and more.
3. Automatic capture through interactions
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Pre-chat form: if enabled, any visitor who fills it out will be automatically saved as a contact.
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Greeting message: if a customer enters an email at the start of a conversation, it will be automatically saved.
Using Tags to Group Contacts
You can organize your contacts into groups using tags.
To view contacts with a specific tag:
Go to the Contacts screen and look for the Tagged with filter.
Select the desired tag to view related contacts.
Sorting Contacts
You can reorder your contact list by clicking the sort icon (double arrows) in the column headers. You can sort by:
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Name
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Email
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Phone
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Company
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City
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Country
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Last activity
Actions Available for Each Contact
Click on a contact’s name to open the side panel with all related details and available actions.
Start a new message
You can start a new conversation by clicking New Message. Available channels include:
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Website (for HMAC-identified contacts)
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Email
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SMS
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WhatsApp
Add notes
You can add manual notes for calls, meetings, or any relevant information about the customer:
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Click on the desired contact
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Type your note in the provided field
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Click Add or use the shortcut Cmd + Enter (or Ctrl + Enter on Windows)
Notes support text formatting and can be edited or deleted at any time.
How to Filter Contacts
Use filters to segment and view contacts based on specific criteria.
Step-by-step:
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Click the Filter button at the top of the Contacts screen
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Choose a filter condition (e.g., City, Creation Date, Last Activity)
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Define the rule (equals, not equal to, etc.)
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Combine multiple filters using AND or OR
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Click Apply Filters
Available filters include:
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Name
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Email
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Phone
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Identifier
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Country
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City
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Creation date
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Last activity
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Custom attributes
Saving a Filter as a Contact Segment
After applying a filter, you can save it for easy access later:
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Click Save Filter at the top of the screen
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Enter a name for the segment
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Click Save Filter again
Your saved segment will then appear in the sidebar of the Contacts section.
Editing or Clearing Filters
Click the Filter button again.
Adjust your criteria or click Clear Filters to return to the full list.
Click Apply Filters to update the view.
The Contacts section is essential to keeping your customer history and context easily accessible. Organize, filter, and segment to manage your relationships more intelligently.
Need help? We’re here for you:
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