---
title: "Introduction to Contacts in OnceHub"
description: "Contacts are at the core of how OnceHub manages your customer data. Rather than treating bookings, Chatbots interactions or Routing Forms submissions as isol..."
url: "https://help.staticso2.com/contact-management/introduction-to-contacts-in-oncehub"
---

Contacts are at the **core** of how OnceHub manages your customer data. Rather than treating bookings, Chatbots interactions or Routing Forms submissions as isolated activities, OnceHub consolidates these interactions into a one record.

The **Contact Database** is your centralized repository for managing customer information, accessible via **Contacts** in the left navigation menu. From here, you can view, edit or delete your customer data from a single location.

***

## What Are Contacts?

[Section titled “What Are Contacts?”](#what-are-contacts)

A Contact represents a single, unified view of your customer and serves as the **complete activity record.**

By grouping activities under one record, you gain full visibility into:

* **Captured Details:** Information collected across different touchpoints.
* **Engagement History:** A chronological log of every interaction the customer has had with your account.

***

## How Are Contacts Created?

[Section titled “How Are Contacts Created?”](#how-are-contacts-created)

Contacts are created automatically whenever a customer performs an activity (e.g., scheduling a meeting or interacting with Chatbots and Routing Forms). OnceHub uses two identifiers to build these records:

* **Email Address (Primary):** Recommended for web-based interactions and digital scheduling.
* **Phone Number (Secondary):** Recommended for phone-first scenarios, or high-speed scheduling.

When an activity occurs, the system uses these identifiers to either:

1. **Create a New Contact:** If no matching email or phone number is found.
2. **Identify and Associate:** If a match is found, OnceHub links the new activity to the existing Contact to maintain a unified history. To learn more about how Contact identification works, please see our [**How OnceHub Associate Activities With A Contact** ](https://help.staticso2.com/contact-management/how-oncehub-associates-activities-with-contact)article.

Caution

Contacts in OnceHub are built automatically from activities and **not manually created like a traditional CRM.**

***

## **What Information is Stored in a Contact?**

[Section titled “What Information is Stored in a Contact?”](#what-information-is-stored-in-a-contact)

**Each contact record stores:**

* **Captured Contact Details:** All information captured through [**mapped Object Properties in Booking links, Routing Forms and Chatbots**](https://help.staticso2.com/account-administration/objects-properties/introduction-to-objects-and-properties)**.**
* **Contact status:** A dropdown list of statuses which reflect where the contact is in your qualification pipeline.
* **Recent Page Views:** A chronological list of the recent Pages from your account that your customer has visited provided [**cookies are enabled in OnceHub**](https://help.staticso2.com/ai-front-office-workers/website-assistant/chatbots/legal-and-compliance/#cookies)**.**
* **Recent Activity:** A detailed log of their latest interactions, such as completed bookings and Routing Forms submitted.

To view or create **Contact Properties**, click on **Manage contact properties** near the gear icon in the top right corner of the Contacts page.