Working with contacts
Contacts is the record behind every conversation.
Who can do this
- Agent
- Admin
- Owner
Agents can view, search, filter and export. Adding, editing, importing, tagging in bulk and deleting need admin or owner rights.
How contacts get created
- Automatically, when someone messages your WhatsApp number for the first time.
- By CSV import. See import and export.
- By hand, with Add contact.
- From Shopify, if the store is connected and customer sync has run. See Shopify customer sync.
The Source column records which: WhatsApp, Manual, Website or
Direct.
Find a contact
The Search contacts... box searches name, phone and email. Press / anywhere on the page to jump into it; Esc leaves it.
Three filters sit alongside:
| Filter | Options |
|---|---|
| Source | All sources, Manual, WhatsApp, Website, Direct |
| Status | All statuses, Unsubscribed, Blocked |
| Tag | Any of your tags, with Any / All matching |
Clear filters resets everything. Page size is 10, 20, 50 or 100 rows. Columns sort by name, phone, WhatsApp user ID, email, source and date added.
Add or edit a contact
Add contact opens a form:
| Field | Notes |
|---|---|
| Full name | |
| Phone number | Include the country code, for example 919876543210. Cannot be changed after creation. |
| Source | Manual, WhatsApp, Website or Direct |
| Tags | Type to add, with suggestions from existing tags |
| Custom fields | Whatever your workspace has defined |
Editing an existing contact shows the same form with the phone number locked and a note explaining why. If a number is genuinely wrong, create the correct contact and delete the old one.
Fields marked Shopify are filled by the sync and are read-only.
Blocked and unsubscribed
Two independent flags, shown as badges on the contact.
| Flag | Effect |
|---|---|
| Blocked | Excluded from every campaign |
| Unsubscribed | Excluded from campaigns that use a Marketing template. Utility and authentication templates still reach them. |
Set them on an individual contact from the edit form, or in bulk from the toolbar.
Honouring these is not optional. Messaging people who asked you to stop is what drives your WhatsApp quality rating down, and Meta reduces your messaging limit when it drops.
Bulk actions
Tick contacts to reveal the toolbar:
| Action | Does |
|---|---|
| Tag | Add or remove tags across the selection |
| Unsubscribe | Marks them unsubscribed |
| Block | Marks them blocked |
| Delete | Removes them permanently |
| Export | With rows selected, Export downloads just those |
View a contact
Select a contact's name to open a read-only card: phone, WhatsApp user ID, email, date added, tags, badges and every custom field. Edit switches to the form.
Delete a contact
Deleting is permanent. Automation run history survives with the contact unlinked, so your logs do not develop holes.
Related
- Import and export contacts
- CSV columns, duplicate handling, error reports.
- Custom contact fields
- Add your own fields to the contact record.
- Tags
- Grouping contacts for filters and campaigns.