Identities
Keep every email, phone number and account of a person on one record.
Store on the record every email, phone number and account a person writes from, and Wrap recognises them by any of those. A contact does not hold "the email" and "the phone" in two boxes: it holds a list of identities. A real person has several and changes numbers without telling you.
The kinds
Store each handle with its kind:
| Kind | What it is |
|---|---|
| An email address. | |
| Phone | A number, in international format. |
| The account they write from. | |
| The id Meta assigns when the customer hides their number. | |
| External | Any other handle from a system of yours. |
Primary
Mark as primary the identity you want to write to first. Wrap uses it by default to display the contact and to compose.
Verified
Trust a verified identity: Wrap marks that way the ones that arrived on an inbound message. If the message came from that number, that number is real. Typing a handle in by hand does not verify it.
Duplicates
Add an identity that already sits on another record and Wrap tells you whose it is and offers to take you there. The same identity does not belong to two contacts in one workspace.
When two contacts share a handle, Wrap does not merge them on its own: it proposes the merge to you. See Duplicates.
Why it matters
Keep both accounts on the same record. The customer who wrote on Instagram in March and on WhatsApp in August ends up with one history. That way you do not end up with two people who look alike.