Sharing Your Contact Details with Guests

Sometimes the right answer is "here's who to call." The Contact Details Feature lets you give your Agent an approved list of phone numbers, email addresses, and links, each with a note explaining when to offer it. The Agent can then point a guest to the right one at the right moment. It shares only what you've listed, and it never invents a number.

Why You'd Want This

Not every guest question needs a ticket. Plenty of them just need the right phone number.

Without this Feature, an Agent that can't help has nothing useful to offer. Worse, an Agent asked for a phone number has no approved answer to give, and "I don't have that" is a frustrating place for a conversation to end.

Contact Details fixes that, and it does something else that matters more than it sounds: it makes the Agent's contact information trustworthy. The Agent is instructed to share only what this Feature returns, and never to repeat a number or address from anywhere else, even if a guest insists. What your guests get is what you approved.

• Answer "how do I reach you?" properly, with the number you actually want guests calling.
• Send different questions to different places. Billing to one address, group bookings to another.
• Control how eagerly it offers. Straight away, or only once the Agent has genuinely tried to help.
• Keep it accurate. One list, one place to update.

How It Works

You give the Agent a list of contact options. Each one is a phone number, an email address, or a link, plus a note telling the Agent when that option is the right one.

At runtime the Agent can call for that list. It gets every option you configured along with your notes, picks the one matching the guest's need, and copies it into its reply exactly as you wrote it.

Two rules govern it:

• Your notes decide which option. The Agent reads them to match an option to the situation.
• Your sharing mode decides when. That's a single setting covering all your options, described below.

Note: The Feature does nothing until you add at least one contact option. Turning it on by itself changes nothing, which means it's safe to enable before you've decided what to put in it.

What You Configure

Contact Details is configured per Agent. Open your Agent, go to Features, and select the Contact Details tab. Switch it to Enabled (the switch saves right away). It doesn't read from your Place records, so the numbers and addresses here are separate from anything stored on a Place.

Until you add an option, the tab shows No contact details yet, and the Agent tells guests it can't share contact details.

Contact Options

Under Contact options, select Add contact for each way of reaching you. Each row has three parts.

Type, one of:

Value, the number, address, or URL itself.

What it's for, up to 500 characters, telling the Agent when to use this option. This is required, and it's the part that does the work.

The editor checks each row as you go and tells you what's wrong, for example "Include the country code, e.g. +356 2138 4000. Extensions aren't supported." or "Add a note so the agent knows when to use this contact." It also catches duplicates ("This contact is already listed."), even when they're written differently: +356 2138 4000 and 00356 21384000 are the same number. If you select Save while a row still needs fixing, a red message tells you how many rows to fix, and nothing is saved until they're right.

To delete a row, use the trash icon (Remove contact).

Note: A link may contain a {lang} placeholder, which the Agent replaces with the guest's language code. So https://help.example.com/{lang}/contact sends a German-speaking guest to /de/contact, and a Brazilian Portuguese speaker to /pt/contact. The placeholder can go anywhere except the domain itself.

Writing "What It's For"

This note is how the Agent tells your options apart. If you have one option, it barely matters. If you have four, it's everything.

Name the situation, not the department. The Agent matches against what the guest is asking, not your org chart.

• Weak: "Accounts team"
• Better: "For questions about a bill, a charge, or a refund."

Cover the words guests actually use. Someone won't say "folio discrepancy," they'll say "I've been charged twice."

Make them distinct. Two notes that both say "for general enquiries" give the Agent nothing to choose between.

If no note matches what the guest needs, the Agent is instructed to say it can't share further contact details, rather than offering something at random. Good notes are what keep that from happening.

Sharing Mode

Under How readily the agent shares them, pick one of three buttons. The setting applies to every contact option, and you can pick it once you've added at least one option.

Most properties want After trying to help. It stops the Agent reaching for the phone number as its first move, which defeats the point of having an Agent, while still making sure nobody gets stuck.

Pick When the guest asks if your priority is that guests reach a person quickly, for example on a channel where the Agent's knowledge is deliberately thin.

Select Save when you're done. Changes to your options and sharing mode only take effect after you save.

What the Guest Sees

It depends on the Channel.

On web chat, a contact option renders as a clickable link in the Agent's reply. A phone number is tappable, an email opens a mail client, and a link opens in a new tab. A Link option shows as Contact support rather than the full web address.

On every other Channel, including WhatsApp, SMS, and email, the guest gets it as plain text: the number, address, or URL written out.

Guests see each option in a tidy, standard form. Phone numbers show in international format (+356 2138 4000), email addresses in lowercase, and {lang} already filled in. The Agent is instructed to copy what it gets without rewriting it, because a rewritten link looks the same to the guest but breaks click tracking.

Note: Your contact options are also the only phone numbers, email addresses, and link domains the Agent's replies are allowed to contain. That's what backs up the promise that it never invents a number.

Seeing Whether Guests Use Them

When a guest clicks a contact option in web chat, the click counts. Insights shows it in the Support requests card and the Support requests over time chart, and the Agents overview on Home has a Support requests column. In Conversations, the Contact details tag marks Conversations where the Agent shared an option.

Click tracking works in web chat only. On other Channels, guests read the details as plain text, so there's no click to count.

Contact Details or Human Handover?

They solve different halves of the same problem, and they work well together.

Contact Details is self-service. The Agent hands the guest a way to reach you, and the guest takes it from there. Nothing lands in anyone's queue. It's the right answer when the guest just needs a number, or when what they want is genuinely outside the Agent's scope.

Human Handover is a referral. The Agent packages up the problem, with a summary and the full transcript, and files it as an email or a Freshdesk ticket for someone on your team to pick up. The guest doesn't have to do anything else.

A rough guide: if a guest could solve it themselves given the right contact, use Contact Details. If someone on your team needs to act, use Human Handover. Most properties turn on both, since a guest asking "what's your number?" and a guest reporting a broken air conditioner need different things.

The two are independent. Neither falls back to the other, and enabling one doesn't change the other's behavior. See Setting Up Human Handover for that side.

Testing It

1. Ask directly. "How do I contact you?" You should get the option whose note best fits a general enquiry.
2. Ask about something specific. If you configured a billing address, complain about a charge and check you get that one, not the general one.
3. Ask about something with no matching note. The Agent should say it can't share further contact details, rather than offering an unrelated option.
4. Try to make it invent one. Ask for a direct line to the manager, or insist there's another number. It should decline rather than produce something.
5. Check your sharing mode is doing what you expect. On After trying to help, ask something the Agent can answer, and confirm it answers rather than reaching for a contact option.
6. Check a second Channel. If you run WhatsApp as well as web chat, confirm the plain-text version reads properly.

Limits Worth Knowing

• Per Agent, not per Place. An Agent covering several properties shares the same list for all of them. If numbers differ by property, either say so in the notes or use separate Agents.
• No Place record integration. Contact details are typed in here, separately from anything on the Place. Changing a Place's phone number doesn't update this.
• One sharing mode for everything. You can't make one option eager and another a last resort.
• The guest sees only what you list. By design, but it does mean an option you forgot to add is one the Agent can never offer.

What's Next

• How the Agent Works -- see where Features sit alongside the Knowledge Base
• Agent Settings to Review Before Going Live -- work through the pre-launch checklist
• Understanding Places and Resources -- what the Agent knows before it ever needs to refer a guest elsewhere