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Contact profiles

Every time someone chats with your AI Agent, Watermelon stores relevant information about that person as a contact. Contacts help you:
  • Get a complete picture of your customers
  • Find previous conversations quickly
  • Keep your contact data consistent and structured
Contacts are automatically created when someone chats with you via WhatsApp, Facebook or Instagram since these platforms automatically provide basic profile information (like name or phone number). For visitors using the chat widget, a contact is created when enough identifying data is collected, for example, when the visitor provides their name or email address. If no identifying data is shared and no fields are filled, the user remains anonymous.
Anonymous conversations are not shown in Contacts.

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Where to find Contacts?

You can find Contacts from your Watermelon dashboard.
Contacts In Menu Pn
The data you’ll find here you can also see in the contacts’ Details in a conversation in the Inbox. Data is automatically being retrieved when a contact is recognized. For WhatsApp, Facebook and Instagram this happens through someone’s profile. For the chat widget Watermelon uses a cookie to recognize returning visitors. This cookie helps link new conversations to an existing contact profile, so all data stays connected.
Contact Details In Inbox Pn

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Searching contacts

At the top of the Contacts page, you’ll find a search bar. Use it to quickly find a specific contact by:
  • Contact information (e.g. name, phone number, email address, or custom fields)
  • Tags
  • Notes

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Contact profile

Click on any contact to open their profile. Here, you’ll find all details that have been collected through conversations or channels. In the contact profile you’ll find:
  • First name
  • Last name
  • Phone number
  • Email
This section contains basic information that identifies the contact. Some of these fields are automatically filled based on the channel (see below).
Custom fields display browser data, catched through the chat widget, and additional information you’ve set up yourself, like an order number, company name, or customer ID. These fields are unique to your organization and can be customized.
Tags help you categorize conversations. They can be added manually by your team or automatically by your AI Agent. Use tags to group contacts by topic, product type, or conversation goal.
Notes are added by your team to store additional context, such as conversation summaries, follow-up reminders, or customer preferences.
Here you’ll find the history of previous counversations with this contact.

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Managing contact details

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Automatically fill in fields

To save time and ensure consistent data, you can have fields automatically completed based on what a user shares in a conversation. For example, when a user says, “My email is [email protected]”, the AI Agent recognizes this and fills the Email field automatically. You can enable or disable this feature in Fields → Automate fields.

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Channel-specific contact details

Depending on the channel, certain details are automatically filled in (without the end-user having to fill this in during the conversation):
ChannelAutomatically filled fields
Chat widgetNone
WhatsAppName and phone number
FacebookProfile name
InstagramProfile name
For conversations via the chat widget, contact details are only added when users share them and you have automate fields turned on.

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Editable contact info

SectionField itselfInput in the field
General information (default fields)
Browser data (default fields)
Custom fields
Channel specific fields
Tags
Notes
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