In short#
Every conversation belongs to a contact in Contacts. The EVA card is what your team sees and where I hang the history. Connected software (a CRM) can enrich that card. It does not replace it.
I recognize someone in two steps. First the channel (WhatsApp, phone, email, website). Then, if a CRM is connected, I may look up a record with a phone or email already on the EVA card.
The card is what I treat as true#
Open Contacts. The conversation is also in Inbox.
On the card you will see:
the name
Phone, email & WhatsApp: how you can reach them
Integrations: the id in connected software, when I have one
Those values can come from:
the channel itself (caller number, email address, WhatsApp account)
what the person says during the conversation
what you add by hand on the card
an import: Settings → Contacts → Import
connected software, once I could link it
An email or phone belongs to one card. If you try to put it on another, I block it with: Another contact in this workspace already has this phone or email.
The CRM is not how I decide *who* is speaking in EVA. I match in EVA first. Then I may query the CRM with a trusted phone or email already on that card.
At the start of a conversation#
I find or create the EVA contact from the channel.
If that card already has a trusted phone or email, and a CRM is connected, I can look up the record there. Exception: website chat. On the first site message I do not do that CRM lookup. I do not have a trusted number or email yet.
With no phone and no email on the card, I still run the EVA conversation. I do not guess a CRM record.
What each channel tells me#
Channel | On the first message |
|---|---|
The WhatsApp account first. The phone number only if WhatsApp sends it | |
Phone | The caller number. If it is hidden, the card is named Anonymous caller |
The email address. If a phone is also in the thread, I still follow the email | |
Website chat | This browser visit. With no email or phone, the card is named Web visitor |
WhatsApp: account first, then phone#
WhatsApp always gives me an account identifier. That is how I know it is the same person as last time, even when no number is visible.
The number arrives only if the person lets businesses see it (WhatsApp privacy settings). When it is hidden, the card may show WhatsApp only, no phone number on file. The tooltip: Phone hidden by WhatsApp privacy settings.
Order:
I already know this WhatsApp account: same card. If a number arrives later, I add it on this card when it is free.
New WhatsApp account, but a number arrives and a card already has that number: I attach WhatsApp to that card.
Unknown account and no number: a new WhatsApp card, with no phone.
I can message someone on WhatsApp without storing their phone number in EVA.
Scenarios#
They call, then WhatsApp with the number visible.
The call creates or finds the card by phone. WhatsApp with the same number joins that card. You see phone and WhatsApp together.
They WhatsApp without sharing the number, then call.
WhatsApp created a card with no phone. The call creates a card by number. Those are two cards, until that number is also on the WhatsApp card.
They chat on the site with no details.
Web visitor card. Conversation in Inbox. No email, SMS, or WhatsApp follow-up until a new email or phone is on this card. Same tab: usually the same card. A new tab: often another Web visitor.
On the site they give a new email or phone.
I save it on Web visitor. The card becomes reachable.
On the site they give an email or phone already on another card.
I leave it on the other card. The website chat stays on Web visitor. Two cards. That is expected.
You imported contacts, then they call.
If the imported number is the caller number, the call joins that card. A connected CRM can then find the record, because the phone is already on the EVA card.
An email arrives, then WhatsApp.
Email follows the address. WhatsApp joins that card only if I can link the WhatsApp account, often via a number already on the card that WhatsApp also sends.
During the conversation#
If they dictate a new email or phone, I add it on the card for this conversation.
If it is already taken, I do not add it. The conversation stays on the same card.
Good to know#
Website chat: Settings → Messaging → Web widget. Import: Settings → Contacts → Import.