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Contact type: Visitor, Lead and Customer

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Conversa Labs

Conversa Labs

Last updated on Aug 12, 2026

Overview

Every contact has a type that represents their stage in the relationship:

  • Visitor — not yet identified (no email, phone or social profile).
  • Lead — already has some way to reach them (email, phone or an external channel like WhatsApp).
  • Customer — promoted manually (or by automation) after buying/closing.

The type appears as a colored badge in the Contacts list and in the contact panel inside a conversation, where you can change it in one click.

Prerequisites

  • None. The contact type is native and always available.

Step by step

See the type

  1. Open Contacts. Each contact shows its type badge next to the name.
  2. Inside a conversation, open the contact panel on the right — the badge appears next to the name.

Change the type (in a conversation)

  1. In the contact panel, click the type badge.
  2. Pick Visitor, Lead or Customer. The change is saved immediately.

Filter / segment by type

  1. In Contacts, open Filter.
  2. Choose the Contact type attribute and a value (Visitor / Lead / Customer).
  3. Save it as a segment to reuse.

Settings & options

  • Automatic promotion: a Visitor contact automatically becomes a Lead as soon as it gets an email, phone or a social identifier (for example, when it arrives via WhatsApp). The Customer type is never set automatically — only manually or by automation.
  • Change via automation, macro or FlowBuilder: use the Change contact type action (change_contact_type) — available in automation rules, macros and the FlowBuilder Contact action node — to set Visitor / Lead / Customer automatically (e.g. become a Customer when a payment is confirmed).

Use cases

  • Qualification: a flow marks the contact as Customer when a sale closes.
  • Segmentation: build a Customers segment for a post-sale campaign.
  • Hygiene: filter old unidentified Visitors for cleanup.

Tips, limits & best practices

  • The type is never downgraded automatically — a Customer won't revert to Lead on its own.
  • The three types (Visitor, Lead, Customer) are fixed; custom types aren't part of this release.

Troubleshooting

  • The contact reverted to Lead after I saved it as Visitor? If it has an email/phone, automatic promotion sets it to Lead on save. To keep it at another stage, use Customer.

See also