The Contacts workspace groups history by canonical email address, exact E.164 phone endpoint, or account-scoped provider identity. This helps agents find related conversations, but shared endpoints are not proof of one person's identity and WonderCX does not infer an email-to-phone identity match. Search includes historical aliases and respects current Agent, team, and queue scope.
Authorized users can maintain a contact profile with VIP flag, organization, tags, preferred language, and notes. The merge action combines duplicate contact records with explicit choices about retaining notes and tags. Review both records and communication endpoints first; a merge is an administrative record change, not identity verification.
Quality reviewers can sample randomly, balance a sample per Agent, or focus on low-CSAT interactions, then score using the weighted scorecard and critical-fail rules. Agents can acknowledge feedback or submit a dispute; authorized reviewers can resolve disputes. Open disputes block content erasure. Sampling, scorecards, feedback, and dispute history are retained with the workspace. This feature does not provide certified call recording or audio playback.