The contacts section, gives you a central place to view, manage, and edit every contact on your account — all in a single table. Whether your contacts come in through WhatsApp, a live chat, they'll be automatically added here.
Basic Contact Management
You can create, update, and delete contacts manually within the Contacts section — just like you would in a spreadsheet or CRM.
Here’s how:
Create: Click the “Add contact” button in the top right corner to manually add a new contact.
Update: Double-click a contact row or click the edit icon to modify fields like phone number or email.
Delete: Select one or more contacts using the checkboxes and click Actions → Delete. You’ll be asked to confirm before removing. Important: Deleted contacts will appear as "Anonymous" in conversation transcripts.
This gives you complete control — whether you’re cleaning up duplicates, adding missing info, or managing contacts collected outside of AI conversations.
Contact Table & Dialog Management:
Column Visibility: Click the “columns” dropdown to show or hide the fields you want to display in the table — like Role, Company, or Address.
Re-Order Columns: Simply drag & drop any column header to rearrange the order of columns in the table. Your layout is saved automatically.
Sort by Any Field: Click on any column header (e.g. “Last Name” or “Phone Number”) to sort the table by that field — ascending or descending.
Search: Use the search bar to filter contacts by any field — names, emails, phone numbers, or anything else you’re displaying.
Contact Dialog: Reorder fields inside the contact dialog via drag & drop. When you open a contact, you’ll see a Contact Dialog on the right with all fields available — not just the ones shown in the table.
WhatsApp Contact Capture
When someone messages your business via WhatsApp, Frontline will automatically capture their:
Phone number
Display name
If available, the display name will be intelligently split into first name and last name — so your contact list stays clean and structured.
AI Agent Contact Capture
Your AI Agents can also capture new contacts through the “Agent Capture” node in your flows. This is useful when a user shares their name or email during a conversation. For a contact to appear in the Contacts table, the Agent must capture at least one of the following fields:
First_name
Last_name
Phone_number
Email
**Manually added contacts do not need to meet this requirement. You can add a contact with as little or as much info as you like.
Anonymous Contacts
In Frontline, anonymous contacts are users who interact with your AI Agent via Live Chat without providing any identifying information — such as a name, email, or phone number. These contacts are still captured and stored in your system, but marked as anonymous until more data is collected.
Temporary Labels
To help identify and reference anonymous users, generate random names (e.g. “Border Collie from Argentina”) that are used as placeholders until the AI Agent captures name, email or phone number or the record is manually updated by a user.
Contact Table
Anonymous contacts are not added to your account's contact table.
Setting up user identification using HMAC in Live Chat
To personalize user interactions and enrich your Contacts table with verified data, you can automatically set system and custom variables when users start a conversation — securely. Frontline supports HMAC-based identity verification, allowing you to pass trusted data like names, emails, and user IDs directly to your AI Agent. This ensures secure, tamper-proof context and enables instant contact creation or enrichment.
Custom Fields
Coming soon.