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Conductor can find contacts, inspect their fields, and review their associated phone calls and SMS chats. Use it to understand a contact’s history across agents.

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When to use it

Use Conductor before following up with a contact or when investigating repeated unsuccessful conversations. For example: “Review this contact’s recent conversations and summarize what still needs a follow-up.”

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Review a contact

1

Find the contact

Use Add context (+) → Contacts, or ask Conductor to find a contact by name. If you have a contact ID or phone number, include it in the request.
2

Ask about fields or history

Ask about the contact’s fields, recent conversations, outcomes, or last interaction. You can also ask for contacts matching a custom field or last-contacted date.
3

Inspect a conversation

Ask Conductor to examine a specific call or chat from the contact’s history. Use the reply’s inline links to open the session details.
For more investigation options, see Call and chat history.

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Which conversations belong to a contact?

Contacts are associated with phone calls and SMS chats by phone number, so their history can span multiple agents. Web calls and web chats have no phone number and do not belong to a contact.

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Can Conductor update contacts?

Conductor’s contact tools are read-only. Add contacts, edit fields, and manage CRM synchronization from the Contacts page. A contact’s Do not call flag is information you can filter or sync; it does not itself block calls. Check the flag when planning outreach.