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Contacts & leads

Review, correct and verify contact information

Keep useful contact context without overstating how certain it is.

CCorthex product guidesUpdated October 15, 20262 min read
Where to find itContacts / conversation context

Before you begin

Open Contacts or the contact/context panel beside a conversation. Check the linked conversation and the provenance of each value before using it.

Example workspace · Demo data. Inspect the original message and recognised details before relying on them. Select the image to enlarge it.
Contact context beside an example conversation showing unverified details

Example workspace · Demo data. Inspect the original message and recognised details before relying on them. Select the image to enlarge it.

Step by step

  1. 1

    Read the evidence

    Check the original message or submitted form and the linked conversation before accepting a value.

  2. 2

    Correct the record

    Use the available edit/review controls to fix a transcription, remove a wrong inference or choose the supported value when sources conflict.

  3. 3

    Distinguish review from verification

    A staff member accepting a value means it was reviewed. It does not prove control of the email address or phone number.

  4. 4

    Use verified evidence only

    Treat a value as verified only when a supported verification mechanism or trusted integration provides that evidence. Follow any access checks needed for sensitive requests.

Concept diagram · A guide to the steps and their relationship; this is not a product screenshot.
Contact confidence from volunteered details to independent verification

Concept diagram · A guide to the steps and their relationship; this is not a product screenshot.

Good to know

A form validates syntax and required fields; it does not by itself verify identity. Avoid collecting sensitive information just to improve profile completeness.

Check the result

Confirm that the value belongs to the right conversation and that its verification/provenance label is accurate. A name or email is not proof of identity.

Questions & troubleshooting

Can I merge people because their names match?

A shared name is not sufficient evidence. Check the supported identity/linking process and the original sessions before changing associations.

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