Contacts
Manage your agency's contacts: auto-created profiles from WhatsApp, contact list, and search.
Contacts
Trochai automatically creates and manages your agency's contacts from WhatsApp conversations. Every person who messages your WhatsApp number becomes a contact with their own profile, conversation history, and position in the sales funnel.
How contacts are created
Contacts in Trochai are created automatically when someone sends a message to your WhatsApp Business number for the first time. There is no need to add contacts manually.
Here is how it works:
- A potential client sends a message to your WhatsApp Business number.
- Trochai receives the message through the Meta API integration.
- A contact is automatically created with available data: phone number, WhatsApp profile name, and unique identifier.
- A conversation is opened linked to that contact in your inbox.
The name that initially appears is the client's WhatsApp profile name. You can edit it at any time from the conversation detail panel.
Contact data
Each contact stores the following information:
| Field | Description | Example |
|---|---|---|
| Name | Contact name (taken from WhatsApp or manually edited) | Maria Lopez |
| Phone | Contact's WhatsApp number | +506 8888-1234 |
| Status | Contact's stage in the sales funnel | New, Qualified, Visit scheduled |
| Source | Where the contact came from | whatsapp, property, web |
| Source property | The property the contact initially inquired about | Apartment in Escazu |
| Assigned agent | The agent responsible for this contact | Juan Perez |
| Tags | Tags to classify the contact | Buyer, Investor, Urgent |
| Created date | When the contact was first registered | January 15, 2026 |
Notes about a contact are managed through each conversation's internal notes. These notes are visible to your entire team and are shown grouped in the contact detail panel. See Contact Details for more information.
Contact statuses
Contacts move through a sales funnel with the following stages:
| Status | Meaning | Color |
|---|---|---|
| New | The contact just arrived. Not yet qualified. | Blue |
| Qualified | Has been evaluated and shows real potential for buying or renting. | Yellow |
| Visit scheduled | A property visit has been scheduled. | Orange |
| Closed - Won | The contact completed a transaction (purchase or rental). | Green |
| Closed - Lost | The contact did not proceed (not interested, chose another agency, etc.). | Red |
Contact statuses are reflected in the Analytics section as a lead funnel, where you can see conversion rates between each stage.
One contact per number
Trochai ensures that each WhatsApp number has only one contact per organization. If an existing client messages you again, the message is associated with their existing contact and their conversation is reopened or continued.
This means:
- Duplicate contacts are never created for the same number.
- The complete conversation history stays linked to the same contact.
- If a contact changes their WhatsApp profile name, the name is not automatically overwritten if you have already edited it.
Relationship between contacts and conversations
Each contact can have one or more associated conversations. The relationship works as follows:
- One contact can have one conversation per WhatsApp channel in your organization.
- If your agency has multiple WhatsApp numbers (for example, one for sales and another for rentals), the same contact can have a conversation in each channel.
- Conversations contain the exchanged messages, while the contact stores the client's profile information.
Contact source
The Source field tells you how the contact reached your agency:
- whatsapp — The contact wrote directly to your WhatsApp number.
- property — The contact arrived through a specific property's public page (e.g.,
/p/apartment-escazu). - Other sources may appear depending on the integrations you use.
When a contact comes from a specific property, Trochai saves the reference to that property. This lets you know exactly which property generated the client's interest.
Permissions and visibility
Contact visibility depends on the user's role:
| Role | Permissions |
|---|---|
| Admin | Can see all contacts in the organization. |
| Agent | Can see contacts assigned to them or unassigned contacts. |
| Viewer | Read-only access based on configuration. |
Agents cannot see contacts assigned to other agents. Only admins have full visibility of all contacts.
Next steps
- Contact Details — Learn how to view and edit contact information.
- Managing Contacts — Search contacts, review activity, and manage the lead funnel.
- Conversations — Understand how conversations work in the inbox.