Contacts

Everyone who has ever messaged you — on WhatsApp, Instagram or the website widget — is a contact, along with anyone you added by hand, imported, or who filled in a form. One person is one contact even if they reach you on several channels.

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The list

The table shows Name, Phone, Email, Company, Tags, Source and Created, narrowing to the first few columns on a small screen. Click any row to open the contact drawer. Twenty-five contacts load at a time, with the total and a pager at the foot of the table.

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Search

The search box matches on name, phone number and email. With a tag or segment filter also active, the search widens to cover the company and the Instagram handle as well.

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Filters

Tags and Segments each open a checklist. Within one filter the logic is “any of these”; the two filters then intersect, so picking two tags and one segment means (either tag) and (that segment). Each active filter shows as a removable chip, with Clear all beside them. Filtering by a segment resolves it properly — including a filter segment, whose membership is worked out on the spot rather than stored. See Segments.

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Bulk actions

Tick the checkbox on any row and a bar appears above the table saying how many are selected, with:

• Add to segment — files all of them into a list segment. With a mixed selection, only segments every selected contact already belongs to show as ticked, so clicking one adds rather than silently removing the members.
• Delete selected
• Clear — drop the selection.

Selection covers the rows currently on screen. Changing page, the search or a filter clears it, so the bar can never act on rows you can no longer see.

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Adding a contact

Add contact opens a short form. Phone is the only required field; name, email, company and tags are optional. Numbers are stored in international format so the same person looks the same however they reached you. The hint under the box shows exactly what will be saved — a number typed without a country code picks up the workspace’s default country, and seeing that guess before you save is the point. Set the default under Settings → Fields & tags. If the number already belongs to somebody, the form says so before you save and offers to open the existing contact. A very similar number gets a softer warning.

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Importing a CSV

Import takes a CSV with a required phone column. name, email, company and tags are optional; a tags cell holds one or more tag names separated by commas or semicolons (quote the cell if it has commas in it). Skipped means you already had that number — either already in the workspace, or twice in the same file. Failed means the value was not a usable phone number at all. Imported contacts are marked with the source Imported. Tag names in the file are matched to your existing tags. Creating a tag that does not exist yet needs an admin; for anyone else, unknown tag names are left off rather than inventing tags.

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Where a contact came from

Every contact records its origin, shown as a quiet pill in the list and the drawer. Origin cannot be recovered after the fact, so it is left blank rather than guessed.

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The contact drawer

Clicking a contact opens a panel with the whole record. The header carries the avatar, name, source, company and any identifiers — phone, @handle, email — each click-to-copy, plus Send template and Open chat. Under that are three dates: when the contact was Added, last Updated, and their Last message. Six tabs:

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Marketing consent

The Overview tab’s Marketing block says whether the contact is Receiving marketing or Opted out of marketing, with an Opt out / Resubscribe button. For someone who opted out it says since when, and how it was recorded — keyword when they asked by message, manual when a teammate pressed Opt out, automation when an automation step did it. Opting out suppresses campaigns only — sent now, scheduled or repeating. Your team can still reply in the Inbox, and order updates, receipts and automations still reach them. An opted-out contact carries an Opted out badge next to their source so nobody has to check. A contact is opted out in any of these ways:

• They ask by message. On WhatsApp, Instagram or the website chat, a message that is exactly a stop word — STOP, UNSUBSCRIBE, UNSUB, OPT OUT, OPTOUT, CANCEL, QUIT, END, STOPALL, BAND KARO, BAND KAREIN, रोको or बंद करो, in any case, with or without punctuation. A longer sentence that merely contains “stop” is not an opt-out, so “please stop sending me the wrong size” stays a customer question.
• They tap an opt-out button. A quick-reply button on one of your templates, or a button in a WhatsApp or Instagram message, whose label starts with Stop, Unsubscribe, Opt out, No more or Mute — such as Stop promotions.
• A teammate presses Opt out in the drawer.
• An automation runs the Opt out of marketing step. See Steps.

They are opted back in when they send exactly START, UNSTOP, SUBSCRIBE, RESUBSCRIBE, OPT IN, OPTIN or YES, tap a button whose label starts with Subscribe, Resubscribe, Start or Opt in, when a teammate presses Resubscribe, or when an automation runs Opt back in to marketing. A message that opts somebody out still reaches the Inbox and still runs your automations, so you can reply with a confirmation. If they were already opted out, the original date is kept.

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Deleting

Delete one contact from its row menu, or several from the bulk bar. This removes the contact record. Deleting a conversation is a separate action in the Inbox and does not delete the contact.