Contact Properties

What are Contact Properties?

Contact Properties are a kind of data you can assign to your visitors and customers through the use of Automation. The Contact Properties assigned to these contacts are then stored in the Contacts section. You can also use this data for Condition nodes so that your Automation can be even more flexible!

How to set new Contact Properties 

To create a new Contact Property, please go to the Settings > Contact Properties section in your Tidio admin panel:

Hit the “Create a Contact Property” button and give the property a name, e.g. ‘Date of birth’ or ‘Shoe size’

To edit an existing Contact Property, hover your mouse over the property and click the pencil icon (1). To show the contacts assigned to a specific property, click the “Show Contacts” button (2).

To learn more about managing your contacts, visit the full guide on the Contacts section.

How to use the Contact Properties feature

Now that you know what Contact Properties are, let’s go over how they can work in practice. Some default properties are already available in Tidio; if you’d like to use custom bits of information, you’ll need to define your own properties first. In other words, if you want to store and track a contact’s favourite colour and age, you will need to define a ‘colour’ property and an ‘age’ property. Once set, you can export your contact list that contains an email address, favourite colour, and age for each matching recipient.


In this example, we’ll be looking at an automatic customer-product grouping scenario. Our goal is to group our customers by vehicle brand, and provide stock and availability of car parts for the specific brands. To do so, we’ll be using a custom property (that we created earlier in the Settings section) and contacts segmentation.

Create a ‘Decision’ node to let the customer choose their brand and then use a ‘Set Contact Property’ action with the brand as a value:

Then, connect it to separate ‘Send a chat message’ nodes and let the customer know when you have the parts for their car!

Here’s what our whole Automation looks like:

Please note all the ‘Set Contact Property’ nodes and how they come from different brands of cars.

How to use Lead Scoring in Tidio

What is Lead Scoring?

Lead scoring is the process of assigning values to each lead you generate for the business, often in the form of numerical “points.” You can score your leads based on multiple attributes, including the information they’ve submitted to you and how they’ve engaged with your website. This process helps prioritise leads, respond to them appropriately, and increase the rate at which those leads become customers.

You can award points for a variety of actions. Points can be assigned once, awarded and/or subtracted after each completed activity.

Please note that you need to register the email address first for the contact to appear on the contacts list. To ask for the email, either use the Pre-Chat Survey or use a Lead Generation bot; most lead-scoring scenarios are based on returning visitors, and as soon as you register their email address – you will see it assigned to a Contact Property.

Example – Number of Page Views

In this example we’ll create a new Contact Property and Automation for lead scoring. 

If you’d like to create lead scoring for a specific contact, the number of pages viewed may be your best indication of a person’s interest in a particular product. This property keeps a running counter of the number of times the person has viewed one of your webpages. The higher the number, the more engaged they are; you can note just the right moment to contact such highly interested users.

First, create a new Contact Property:

Once the property is ready, create a new Automation from scratch. Use ‘Visitor opens a specific page’ as the trigger. Use the option “send multiple times (on each visit)” to let it work every time someone visits that specific page.

Now, drop the action node ‘Set Contact Property’ into the workspace:

Choose the Contact Property created earlier:

Set it to “Increase (+)” by a value of “1.”

This property will now keep a running tally of the number of times the person has viewed a specific page. To check matching contacts, visit the Contacts section:

Important: A contact has to have an email address assigned to appear on the Contacts list.

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