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.
🥷 Types of anonymous contacts
Based on the app you used to interact with them, there are two types of anonymous 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.
Anonymous Push contacts are visitors who have allowed their browser or mobile device to subscribe to your push notifications without creating an account or logging into your website. You can view these contacts on the Contacts listing page and can reach them through push campaigns on Brevo.
🧐 How are anonymous contacts identified?
Anonymous Conversations contacts and anonymous Push contacts can be identified in different ways:
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.
If an anonymous Push contact later creates an account or logs into your website, Brevo will identify them and automatically sync their customer information from your connected stores (email address, first name, last name, gender, and phone number) with their contact details. They won't be anonymous anymore.
🛠️ 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.
❓FAQs - Anonymous contacts
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.
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.
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.
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.
When an anonymous Push contact is identified, we retrieve their information from your dashboard. If a contact has the same email address or phone number as another contact in your Brevo contacts database, we will keep the information that was last updated.
🤔 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.
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