Contacts are created automatically. The first time an email address appears, whether from the form, from your mailbox, from the portal or from an import, a contact row is written with the name and any extra details supplied.
How matching works:
The email address is the unique key. When the same address turns up again the existing record is reused and its last seen date is updated. A name or phone number is only filled in if the field was empty, so an import or a later email cannot overwrite good data with something worse. Extra details are merged into the record rather than replacing it.
The Contacts screen:
It lists 50 contacts a page, most recently seen first, with the name, a clickable email address and the first and last seen dates. The search box matches on name or email address.
Why it matters for the AI:
Because tickets, sales and licenses are all keyed on the same address, the ticket screen can show that customer's purchases and past tickets in the sidebar, and the drafter can be told about their last three tickets before it writes a word. That context is often the difference between a generic reply and a useful one.
The limitation to be aware of:
A customer who buys with one address and writes in from another looks like two different people. The resolver handles this gracefully rather than guessing: when it finds no purchase for the address on the ticket, it leaves you a private note pointing out that an alternate address may need a manual search.