How to find and manage your contacts

Contacts are all the people who talked with your agents. A person is a single contact even if they write through WhatsApp, Instagram or Facebook, and the agent saves their name or email when they give them in the conversation.

Step 1: Open Contacts

In the left menu, click Contacts. You'll see each contact with their email, phone, username, the agents they talked with and the state of their follow-up.

• Search: type a name or an email in Search by name or email.

• Filter by follow-up: All, Follow-up scheduled (a message is pending), No automation (no follow-up applies) or Already contacted (at least one was sent). Each filter shows how many contacts it has.

• Filter by automation: in All automations, choose a follow-up to see only the contacts it applies to.

The Follow-up column shows Scheduled, Sent, Not sent (it was due but wasn’t sent) or a dash if no follow-up applies.

Step 2: See a contact's details

Click a contact to open their data. You'll see their phone, email and username, the extra details saved, the channels they wrote from, and their stats: how many messages and how long they've been in touch.

Step 3: Edit a contact

In the card, click the pencil. You can change the Name, Email, Phone and Username for that contact, and add your own fields with Add field. Click Save changes.

Step 4: Merge duplicate contacts

If the same person appears twice, check both contacts in the list and click Merge. You can only merge contacts that have an email or a phone registered.

Technical reference

• One person, one contact: the conversations of a person on different channels are joined in a single contact.

• Automatic capture: if the person gives their name or email in the conversation, the agent saves it in the contact. What the agent asks for is set in the agent's Contact settings. See How to choose what contact data your agent captures.

• Funnels: if the agent uses a funnel, you'll also see the contact's stage and can change it. See How to organize your contacts with funnels.

• In the Inbox: each conversation shows the contact's card, so you can check or complete their data without leaving the chat.

Common problems

Done

You may check all your contacts in one place. Keep their data up to date so your team and your agents know who they're talking to.