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Contact Profiles

Contact Profiles store information about the end users of your AI and can be accessed by Flows and Endpoints. Contact Profiles can be used to store information persistently and personalize discussions with users.

You can manage contacts who interact with your AI's in Contact profiles where the contact data and transcript history is available to view.

Manage Contact Profiles

The Contact Profiles menu is available under the Manage tab of the agent toolbar.

The Contact Profile management interface

Here you can search for contact profiles in the top right search box and sort the table by clicking on the column headers. With Cognigy.AI 4.2.0, we have introduced a new checkbox "Hide inactive Profiles" which will be activated by default. This way, our customers will only browse through active Profiles.

Profile Schema

The Profile Schema contains the following default schema values:

Property Name Description
Contact IDs Unique identifiers assigned to each contact or user.
First Name The given name of the contact.
Last Name The surname or family name of the contact.
Accepted Privacy Policy Indicates whether the contact has agreed to the privacy policy terms and specifies the time when the agreement was made. This property is applicable to Webchat v3 when an end user accepts the Privacy Notice.
Accepted GDPR Indicates whether the contact has consented to the General Data Protection Regulation (GDPR) compliance terms.
Goals Completed Refers to tasks completed within a Flow.
Email The email address associated with the contact.
Gender The gender identity of the contact, if provided.
Age The age of the contact, represented in years.
Birthday The date of birth of the contact.
Location The geographical location or address information associated with the contact.

It is also possible to add customized schema properties to handle organization-specific data.

  • Click the Edit Schema button in the top left of the Contact Profiles menu to open the editor.
  • The Profile Schema pane will appear displaying each custom profile data field.
  • Click the add button in the top right corner to add a new field.
  • Click on an existing field to edit a schema field

Schema Fields

A schema field has a field name used in the user interface, a unique internal identifier Internal Name and a field type.

Field type limitations

A schema field set to type Number should not be filled with a value higher than 253 - 1 or 9,007,199,254,740,991 (~9 quadrillion). Higher integers can't be correctly represented in JavaScript.

Inspect Contact Profiles

Click on a contact row in the table of Contact Profiles to navigate to an individual contact profile.

Within the individual contact profile, a list of conversation transcripts will be displayed with the stored contact profile data available in the right-hand pane.

To disable data collection for the profile, click the Data collection active switch. To delete the contact profile, open the secondary menu from the top right corner and select Delete Contact.

Use Contact Profiles

Contact profiles allow you to personalize and work with individual contacts also across channels.

They can be used through Flow Nodes or through CognigyScript, where profiles are exposed as profile.

To activate, deactivate, delete or merge contact profiles within your flow, you can use the following nodes:

  • Activate Profile
  • Deactivate Profile
  • Delete Profile
  • Merge Profile

Use Contact Profile Data for a personalized user experience

Add stored contact profile information such as name and location to add a personal touch to user messages. Find out more about accessing profile data on the Profile page.


Cognigy helps our customers to stay fully compliant with Europe's General Data Protection Regulation (GDPR) by allowing:

  • The export of contact profiles via UI and API
  • The deletion of contact profiles
  • The turning off of data collection for individual profiles and endpoints

Expiring Contact Profiles

It is possible to configure an expiration time for contact profiles so that they will automatically be deleted from the system. This can be configured in the Management UI.

Sorting Conversation List

As of Cognigy.AI v4.11.0, the conversations list in "Contact Profiles" page has been improved by sorting options.

  • To open the conversation list, click on a "Contact ID" on the "Contact Profiles" page.

  • Headers of the conversation list can be clicked and the sorting order changes accordingly.

An up or down arrow is displayed next to the header that was clicked most recently, initially it's at the start date.

Arrows indicate the proper sort order, ascending or descending.

Contact Profiles: Start and End Date sorted in descending order (indicated by arrow)
Contact Profiles: Number of messages (related to Flows) sorted in descending order (indicated by arrow)