About anonymous contacts

If you've enabled our Conversations, or Brevo Push apps on your Brevo account, you may find anonymous contacts in your contact list.

Anonymous contacts are contacts who you interacted with, but for whom you don't have any information (name, email address, etc.). Anonymous Push contacts appear in the Contacts listing page with your identified contacts.

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🥷 Types of anonymous contacts

Based on the app you used to interact with them, there are two types of anonymous contacts:

💬 Anonymous Conversations contacts 🔔 Anonymous Push contacts

Anonymous Conversations contacts are visitors who interacted with you over chat but didn't leave any details. Since they didn't leave their details, you won't be able to recontact them or use them in any Brevo feature.

🧐 How are anonymous contacts identified?

Anonymous Conversations contacts and anonymous Push contacts can be identified in different ways:

💬 Anonymous Conversations contacts🔔 Anonymous Push contacts

If an Anonymous Conversations contact later leaves their details through the contact form or provides them by chat, Facebook, Instagram, or Whatsapp, Brevo will identify them and automatically sync the information collected from them with their contact details. They won't be anonymous anymore and will automatically be added to the default Contacts involved in Conversations list.

🛠️ Manage anonymous push contacts

From the Contacts listing page, you can access the details page of your anonymous push contacts by clicking the Anonymous contact #[ID] in the CONTACT column.

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💡 Good to know
Because you don't have their information, the details page of anonymous contacts offers fewer features than the identified contacts' page. You can see their history, but there are no quick actions, statistics, or associations available for anonymous contacts.

 

FAQs - Anonymous contacts

Can I contact anonymous contacts (via email, SMS, etc.)?

Since anonymous contacts are contacts who didn't leave their details, you have no way to contact them by email, SMS, WhatsApp campaigns, etc. If they later leave their details, Brevo will sync their contact details. As they won't be anonymous anymore, you will be able to contact them. However, you can still target anonymous Push contacts in your push campaigns since they've opted in to receive these notifications.

Are anonymous contacts included in my total number of contacts?

On the Contacts listing page, the total number of contacts includes all identified contacts and anonymous push contacts. The homepage also includes anonymous contacts from Conversations.

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What happens if an anonymous contact is identified and has the same email address or phone number as another contact?

An email address or phone number being a unique value, they can't be used for two contacts. That's why there might be a conflict if, for example, an email address is associated with the name Doe in your contact list and the name Smith in the contact form for Conversations or in the account on your website for Brevo Push.

💬 Anonymous Conversations contacts 🔔 Anonymous Push contacts

If an anonymous Conversations contact is identified and has the same email address or phone number as another contact in your Brevo contacts database, both values will appear in the right panel of the conversation thread:

  • The main value comes from the Brevo contacts database, which will always be considered the single source of truth.
  • The secondary value comes from the information input in the Contact form in Conversations.

Agents can replace the main value with the secondary value after confirming it with the customer. This value will then be synchronized with the contact details in Contacts.

➡️  For example
Gina Doe arrives on your website and has a question about one of your products. She opens the chat widget and fills out the contact form. Conversations automatically recognizes her thanks to her email address, but she wrote that her last name was Smith. To update her contact details page and ensure that her next invoice will appear with the right last name, you ask her if Smith is her new last name. And indeed, she got married a few weeks ago and changed her last name. You can click the switch icon 🔁 in the right panel to replace Doe with Smith, which is now the main value. 
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🤔 Have a question?

If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.

If you’re looking for help with a project using Brevo, we can match you with the right certified Brevo Agency partner.

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