Who you are talking to

A contact is a person, and Konvo shows you someone's history the moment they write in again.

Contacts in the main navigation is the full list of them: everyone your team talks to, across every channel.

Where you actually meet them

Most of the time you will not open Contacts at all. You will see a contact inside a conversation, in the Contact profile panel on the right, which is where it is useful: who this is, and what has happened between you before.

That panel holds their Properties, the things your agent worked out as the conversation arrived (language, sentiment, priority), and their Tags, which say what the conversation is about.

When your store is connected, it is also where their orders appear.

What the list is for

Looking someone up before they write. A customer calls, or your colleague asks about an account, and you want their history before you reply.

Adding someone manually. Add creates a contact for a person who has not written in yet, which is how you get a record in place before a conversation exists.

Filtering your inbox by a specific person. Contact is one of the filter dimensions in a view, so you can build a view of one account's conversations.