Overview
Pipeback automatically categorizes your contacts into three types based on how they interact with your platform. This helps you segment your audience and tailor your engagement strategies accordingly.
Contact Types
🔍 Visitor
Anonymous website browsers
Visitors are people who:
Browse your website without providing any personal information
Haven't interacted with your chat or forms yet
Are tracked anonymously through cookies/sessions
Use cases:
Monitor website traffic and behavior
Trigger proactive chat messages
Track conversion funnel drop-offs
📧 Lead
Qualified prospects with contact information
Leads are people who:
Provided their contact details (email, name, phone) through chat conversations
Filled out forms or were qualified by your bot
Haven't signed up for your product yet
Use cases:
Follow up with sales outreach
Send targeted marketing campaigns
Nurture through email automation
👤 User
Authenticated customers in your platform
Users are people who:
Have been identified via Pipeback SDK in your authenticated area
Are actual users of your SaaS product
Have a registered account with email and/or user_id
Use cases:
Provide customer support
Send product updates and announcements
Track feature usage and engagement
Monitor customer health scores
How contacts move between types
Visitor → Lead → User
Visitor → Lead: When an anonymous visitor provides their email through chat or forms
Lead → User: When a lead signs up and is identified by the Pipeback SDK in your app
Direct to User: When someone signs up directly and is immediately identified by the SDK
Best Practices
For Visitors: Use behavioral triggers to engage at the right moment
For Leads: Focus on conversion - showcase value and address objections
For Users: Prioritize retention and success - help them achieve their goals
Technical Note
The contact type is automatically determined by Pipeback based on:
Visitor: No email or user_id present
Lead: Email provided via chat/forms, but not SDK-identified
User: Identified through Pipeback SDK with email and/or user_id
💡 Tip: Use contact types to create targeted automations and provide the right message to the right audience at the right time.