The Directory is a consolidated view of every contact that has interacted with your AI agent. Regardless of the channel they came from—WhatsApp, Web Bubble, Freshchat, or others—every user who has ever started a conversation with your agent appears here.
What you’ll see
The Directory table shows one row per contact with the following information:
| Column | Description |
|---|
| Name | The contact’s name (if captured by the agent or the channel) |
| Channel | Where the contact first interacted with your agent |
| External ID | The user’s identifier from the originating channel |
| Last interaction | When this contact last had a conversation with your agent |
| Total conversations | How many conversations this contact has had |
- Contact details — name, channel, external ID, and any other information captured by the agent
- Conversation history — a list of all conversations this contact has had, with links to each one
- Collected memories — any structured data your agent has stored about this user via the Memories feature
Use the Directory alongside the Memories feature to verify that your agent is correctly capturing and storing user data over time.
Key notes
- The Directory is read-only — contacts are created automatically when a user interacts with your agent for the first time.
- A contact is unique per channel + external ID combination. The same person using both WhatsApp and Web Bubble will appear as two separate contacts.
- Contacts are associated with your agent, not your organization. Different agents have separate directories.
