Contacts
Contacts is where every customer record lives. It gives you a single view of users across WhatsApp, Instagram, Web Chat, and other connected channels — with status, labels, activity, and the actions you can take.
Use Contacts when you need a structured database rather than scattered conversation threads.
Key Metrics
- Total Contacts — All contacts stored in the system
- Active Contacts — Contacts available for messaging
- Blocked Contacts — Contacts restricted from receiving messages
These metrics provide a quick snapshot of your contact base.
What You Can Do
- View all contacts in one place
- Add new contacts manually
- Search contacts by name or phone
- Manage contact status
- Export or import contact data
The main table displays detailed information for each contact.
Fields
- Contact — Name and phone number
- Labels — Tags used for segmentation
- Source — Channel or origin of contact
- Assigned To — Responsible team member
- Status — Active or unsubscribed
- Created At — When the contact was added
Instead of managing users inside conversations:
- Maintain a structured contact database
- Segment users effectively
- Assign ownership clearly
- Enable better targeting for campaigns
Recommended Workflow
- Add or import contacts
- Assign labels for segmentation
- Assign contacts to team members
- Use filters to manage groups
- Use contacts in campaigns or automations
Best Practices
- Keep contact data clean and updated
- Use labels consistently
- Avoid duplicate contacts
- Regularly review inactive or unsubscribed users
- Use import/export for bulk updates
- Inbox — conversations are the chat thread for a contact; Notes add human context to that thread.
- Event Studio — every meaningful action on a contact is recorded as an Event, visible in history and usable as automation triggers.
- Pipelines — contacts move through pipeline stages to track business progress.
- Labels and Custom Fields — structured data that automations and Contact → Pipeline can read and write.
Last modified on August 28, 2026
