Contacts
The people your agents talk to — how they are identified, how their personal data is protected, and what you can do with their records.
A contact is a person who talks to one of your agents. KlicForge creates a contact record the first time someone starts a conversation, and links their later conversations to it.
Find them under Contacts in the dashboard.
How a contact is identified
Identity depends on the channel:
| Channel | Identified by |
|---|---|
| Web widget | An anonymous identifier, or an externalId you supply |
| Telegram | Their Telegram user ID |
| Their WhatsApp number |
A contact starts anonymous and becomes identified when it learns something identifying — a name
or email the person gives during conversation, or an externalId you pass in from your own
system when you already know who they are.
Personal data
Contact names, email addresses, phone numbers and messaging identifiers are encrypted at rest. They are masked in the dashboard and revealed only through an explicit, audited action.
Personal fields are also redacted automatically from audit logs.
What is on a contact record
- Identity and contact details, as far as they are known
- Conversation history across every channel
- Memory, if enabled — what the agent remembers about them
- Category and tags you assign
- Any data table records linked to them
Controlling what an agent can see
An agent's access to contact information is governed by the tools and data table permissions you grant it.
For public-facing agents, the safe pattern is to let the agent write personal data — so it can capture a name or email during conversation — while blocking it from reading those fields back. That way a stranger cannot ask your agent to recite someone else's details.
Data requests
You can export everything held about a contact, which is what you need when someone exercises a right of access. Deletion requests are handled the same way.
A contact's exported data includes their conversation history and their memory. Review what an export contains before sending it.