Contact Profiles

Savena maintains detailed profiles for every customer who interacts with your business across any channel.

Profile information

• Name (first and last), email, and phone number
• Avatar and external ID
• Lifecycle stage — lead, user, or paid
• Engagement score (0-100)
• Location — country, region, city
• Device — browser, OS, language, timezone
• Conversation history across all channels
• Linked tickets

Engagement tracking

• Last seen — when the contact was last active
• Last replied — when the contact last sent a message
• Last contacted — when your team last messaged the contact
• Last email opened / clicked — email engagement tracking
• Signed up — when the contact first registered

Contact tags

Add tags to contacts to organize and categorize them. Tags support color coding for visual differentiation. Use tags to filter contacts, build segments, and target workflows.

Contact notes

Add private notes to a contact's profile that are visible only to your team. Notes can also be flagged as AI agent memory — when flagged, the AI agent will reference these notes in future conversations with that contact for more personalized responses.

Contact owner

Assign a contact owner to designate which team member is responsible for the relationship. The owner field can be used in segments and workflow conditions.

Custom fields

Define custom fields to capture information specific to your business. Custom fields support these data types:

• String — free-form text
• Number — numeric values
• Boolean — true or false
• Date — a date value
• Datetime — a date and time value

Custom fields are available in workflows (for branching and data collection), segments (for filtering), and AI agent context (for personalized responses).

Engagement score

Each contact has an engagement score from 0 to 100, calculated based on conversation frequency, response times, and overall activity. Use this score to identify your most active customers and those who may need attention.

Email preferences

Each contact tracks email preferences including unsubscribe status, spam reports, and hard bounces. These flags help you respect customer preferences and maintain email deliverability.

The contact list

The Contacts page displays all your contacts in a searchable, sortable list. Use the search bar to find contacts by name, email, or phone number. The list shows each contact's avatar, full name, email, phone, conversation count, last contact date, and current status.

Sorting the contact list

Click any column header to sort the contact list. You can sort by:

• Name — alphabetical order
• Status — active contacts first, then recent, then inactive
• Conversations — by total conversation count
• Last contact — by most recent or oldest interaction
• Created — by when the contact was first added

Click the same column header again to reverse the sort order between ascending and descending.

Pagination

The contact list displays 25 contacts per page. Use the previous and next buttons to navigate between pages, or jump directly to a specific page. The current page and total page count are shown at the bottom of the list.

Status indicators

Each contact shows a color-coded status badge based on when they were last active:

• Active (green) — the contact was seen within the last 7 days
• Recent (amber) — the contact was seen within the last 30 days
• Inactive (gray) — the contact has not been seen for more than 30 days

Status is calculated automatically from the contact's last seen date. Use status to quickly identify which contacts are currently engaged and which may need re-engagement.

Creating contacts

Click the "New contact" button on the Contacts page to create a contact manually. Enter a first name (required), optional last name, email, phone, and assign a role. The contact is created immediately and appears in your contact list.

Editing contacts

Click the edit icon on any contact row to open the edit modal. You can update the contact's first name, last name, email, phone number, and role. Changes are saved immediately.

Deleting contacts

Click the delete icon on a contact row to remove the contact. A confirmation dialog will ask you to verify the deletion. Deleting a contact is permanent and cannot be undone.

Role assignment

Each contact has a role that reflects their lifecycle stage. Roles are set when creating or editing a contact and can be used in segments, workflow conditions, and reporting.

• Lead — a potential customer who has not yet converted
• User — a registered or active user of your product
• Paid — a paying customer

You can change a contact's role at any time from the edit modal or through workflow automations that update contact fields.