Contacts: your customer book
Every person who writes to you on any channel becomes a contact: a card with their name, phone, email, company,
attributes, labels, notes and the full history of their conversations. Open it from the contacts icon in the side rail.
The contact list
The list
- Search contacts searches by name, email, phone or identifier.
- Filter combines conditions (attributes, labels, creation date, country…). A saved filter becomes a segment, listed
in the left menu and usable, for example, as the audience of a WhatsApp campaign.
- Tagged with filters by contact label.
- Columns sort when you click their header; the icon on the right lets you choose which columns to show.
Create, import and export
- New contact: create a card by hand with name, email, phone (with country prefix, for example +57…) and company.
- Import: upload a CSV with one row per contact. Download the template from the import window to see the expected
columns (name, email, phone_number, identifier and, optionally, one custom attribute per column). A contact that
already exists by email, phone or identifier is updated instead of duplicated.
- Export: generates a CSV of the contacts in the current filter and emails it to you.
- Sync PBX contacts: if your account has telephony, pulls your phone system's address book so calls show the
customer's name.
A contact's card
A contact card
On the left are their details and the buttons to start a new conversation with them (you pick the inbox), edit, merge
with a duplicate contact and delete. Below:
- Contact attributes: your account's custom attributes (customer number, plan, city…). AI agents and automations can
read and write them.
- Contact labels: labels on the contact itself, separate from those on its conversations.
- Previous conversations: every conversation, on any channel, one click away.
On the right, Notes: internal comments about the customer that the whole team sees and the customer never receives.
Merge duplicates
If the same person wrote to you on WhatsApp and on the website, you will have two cards. Open one, press the merge icon,
find the other and confirm: conversations, notes and attributes end up on a single card.
Privacy
Deleting a contact removes its card and its conversations. If a customer asks you to erase their data, this is how.
