Manage
Contacts and Insights
Contacts organizes captured visitor identity and conversation state, while Insights explains activity, intent, requests, and site value.
Contacts
Search and filter visitors by source and status, then open the related conversation context. Not captured means the visitor did not provide that field.
Contact status
Routed, active, and completed labels describe the conversation workflow. They do not imply a sale or customer outcome.
Insights
Review visitor, session, request, routing, and value signals to understand what happens on the site and where follow-up needs attention.