Contact Database

The Contact Database automatically creates and maintains customer profiles from inbound emails. When enabled, every new email creates or updates a contact record with the sender’s information, enabling your team to track customer relationships over time.

Enterprise plan required. The contact database is available on the Enterprise plan ($19/month).

How it works

An email arrives from jane@acme.com
Scitor creates (or updates) a contact record using a privacy-preserving hash of the email
If auto-company is enabled, the domain acme.com is detected and a company record is created
If acme.com is in your VIP domains list, the contact is auto-tagged as vip
An interaction record is created linking the contact to the new ticket

Setup

Add a contacts section to your .scitor.yaml:

contacts:
  auto_create: true
  auto_company: true
  show_context: true
  vip_domains:
    - acme.com
    - bigcorp.io
  company_domains:
    acme.com: Acme Inc
    bigcorp.io: BigCorp International

Configuration Options

Option	Default	Description
`auto_create`	`true`	Automatically create contacts from inbound emails
`auto_company`	`true`	Auto-detect company from email domain
`show_context`	`true`	Post customer context comment on new tickets
`vip_domains`	`[]`	Domains to auto-tag as `vip`
`company_domains`	`{}`	Map domains to company names (overrides auto-detection)

Managing Contacts

Use the /customer slash command to manage contact records directly from GitHub Issues:

View a Contact Profile

/customer

Shows the profile of the customer who sent the current ticket, including tags, notes, company, and ticket history.

Add a Note

/customer note Prefers email over phone. Key decision maker.

Tag a Contact

/customer tag enterprise
/customer untag enterprise

Set Company

/customer company Acme Inc

Customer Context Comments

When show_context: true, Scitor automatically posts a collapsed context comment on new tickets from returning customers. This includes:

Timeline — first seen and last seen dates
Recent tickets — last 5 tickets with issue number, title, status, and date
CSAT score — average satisfaction rating (if CSAT is enabled)
Notes — recent notes added by your team

This gives your support team instant context without leaving the GitHub Issue.

Privacy

Contact email addresses are stored as SHA-256 hashes by default. The original email is only stored if auto_create is enabled (for display purposes in the /customer command). All contact data is scoped to your installation and never shared across organizations.