> ## Documentation Index
> Fetch the complete documentation index at: https://docs.heyy.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Contacts and channels

> One contact can have multiple chats across channels.

A **chat** is a contact on a **channel**—WhatsApp, Instagram, Messenger, Live chat, SMS, and so on. The **contact** is the person; each channel conversation is a separate chat linked to that same record.

## Why this matters

* Updating the contact in [**Contacts**](https://app.heyy.io/contacts) or the Inbox [contact card](/help/inbox/contact-card) updates data for **all** their chats.
* [Labels](/help/contacts/mini-crm/labels) and [attributes](/help/contacts/mini-crm/custom-attributes-as-columns) belong to the contact, not a single thread.
* [Automations](/help/automations/index) and [journeys](/help/automations/journeys/what-is-a-journey) typically act on the **contact**, even when a specific channel message started the flow.

## Inbox vs Contacts page

|       | **Contacts**                               | **Inbox**                            |
| ----- | ------------------------------------------ | ------------------------------------ |
| Focus | Contact records, segments, CRM-style table | Conversations, assignment, messaging |
| Unit  | Contact                                    | Chat (contact + channel)             |

Both views use the same underlying contact. See [Contacts across Heyy](/help/contacts/the-contact/contacts-across-heyy) for how other features connect.