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A contact is one person, as far as Feddy can tell. Every conversation belongs to exactly one contact, and everything Feddy knows about that person, from the device they’re on to the plan they’re paying for, is gathered in one place. Contacts let you:
  • See who’s on the other end of a conversation before you read it.
  • Answer without asking “which plan are you on?” or “what version are you running?”
  • Follow one user’s history across every device they’ve used.
  • Reach users by email when they’ve left the app.

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Everyone starts anonymous

The first time the SDK runs on a device, it creates an anonymous ID and stores it on that device. That ID is the contact. On iOS it survives reinstalls. In a browser it lasts until the visitor clears the site’s data, which is why the widget can ask for an email after a first message: it’s the only way to reach a visitor once that ID is gone. Anonymous contacts show as Anonymous in the inbox, alongside the device details the SDK collected.

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Identified users

When someone logs in to your app, call identify with your own user ID for them. From then on, the inbox shows their name or email instead of Anonymous, and conversations from every device they’ve used are merged into one history. Identify users covers how to call it and what happens when two records merge.

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What you know about a contact

The Details panel next to a conversation shows two kinds of facts:
  • Collected by the SDK: device, operating system, app version, language, time zone, and when they were first and last seen. You don’t send any of this.
  • Sent by you with identify: whatever you chose to include, such as their plan or membership status. Feddy calls these attributes.
Settings → Data attributes lists every attribute you’ve ever sent. Feddy works out whether each one is text, a number, or a date. From there you can give an attribute a friendlier label, show it as a column in the inbox, or make it something you can filter by. A new attribute appears in the list on its own the first time the SDK sends it.

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Email

A contact’s email comes from identify, or from the user typing it into the widget. Feddy uses it for one thing: emailing them your replies, and only when your project has a verified email domain. See Team for how to set one up.

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The Contacts page

Contacts in the dashboard lists everyone who has written in, with their conversations and when they were last seen. Filter to anonymous contacts to see how many people you could be identifying.

Identify users

Turn anonymous visitors into named users with a plan and a history.

Conversations

What each conversation carries and what happens to it.

Team

Verify an email domain so replies can reach contacts by email.

Troubleshooting

What to check when attributes are missing from the inbox.