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People

A Person is the record an agent keeps for every human it talks to. It is the single source of truth about that person for both your team and the agent: your team creates and edits records in the console, and the agent reads the record during every conversation and, when you allow it, writes back what it learns. There is no external CRM to connect.

People records belong to one agent. Who they represent depends on the agent: prospects who filled in a form, customers asking for support, guests making reservations. The record works the same way in every case.

None of it is required. An agent with no custom fields and no imported people works, tracking the built-in fields and learning what it needs in conversation.

What a record holds

Every Person carries core contact fields: name, email, phone, company, title, source, notes, and tags. These are information about the person, for your team and the agent to read. They never identify anyone: two people may share an email or a phone number, and editing a phone number changes nothing about who the record reaches.

What identifies a person is the set of channel identities the record holds: the person's address on each channel they use, such as their number on RCS. A record holds any number of them, and each one belongs to at most one record. Messages from an identity belong to the record that holds it, and messages to the person go to one of its identities. Your team adds, moves, and removes identities on the record directly, attesting that the person opted in on that channel. A record with no identity can't be messaged.

On top of those you define People fields: the custom facts that matter to your business, such as a buying timeline, a plan tier, or a party size preference.

Each record also carries a memory journal: notes the agent writes as it learns, plus a one-line summary recorded when a conversation ends. The journal is the agent's own history of the relationship.

Every field records who set its current value and when: your team, an import, an intake form, or the agent.

Each Person can carry a record of whether they agreed to receive messages, with the wording of the agreement kept verbatim as evidence, alongside who recorded it and when.

Consent governs the Outreach Anychat sends on your behalf. Automated Outreach and Campaigns message only people whose consent is Granted. Everyone else is still imported, so the list shows why nothing went out, as No consent or Declined. A send you make by hand or through the API is your responsibility: it reaches a person with no consent recorded, and is refused for a person whose consent is Declined. Consent you assert with such a send is kept on the send and never changes the Person's consent.

Consent is separate from funnel status. A person can be new with consent granted, declined, or never recorded.

Specialized fields

Anychat supports certain agent applications as first-class features, and a few built-in fields serve them. They are always present, cost nothing to ignore, and never need configuring for agents that do not use them.

Product interest is what the person said they are interested in, stored as they said it and reconciled against your Things catalog at the moment it is used rather than at import time. A value that matches a Thing surfaces as the canonical Thing name everywhere. A vague value such as "just looking" is treated as interest not yet known, so the agent does not assert a Thing the person never chose. Renaming or adding Things takes effect immediately, with nothing to re-import.

Funnel status is the person's position in a sales funnel: new, contacted, qualified, converted, or lost. It advances automatically as the agent works. Agents that qualify nobody can leave every person at new.

Assigned representative and scheduled calls come from Scheduling. Each person can be assigned one of the agent's representatives, and their record shows the calls the agent has booked.

Records for inbound conversations

By default a Person record exists only when your team creates or imports one. The agent still answers people it does not know, but nothing it learns is kept.

Turning on Create records for inbound conversations changes that, either for phone-verified channels only or for all channels. A message from a channel identity a record already holds always belongs to that record, whatever this setting says. A new record holds the identity the person wrote from, and nothing on a profile, such as a phone number your team typed, ever attaches a conversation to a record.

Sandbox conversations never create records. In those, a persona is the Person record.

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