Contacts, tags and segments

Contacts are your customer database. Everyone who messages you becomes a contact automatically, and you can add, import, tag and group people for targeting.

Where: Contacts (/app/contacts)

Contacts

Each contact has a name, phone number, email address, profile photo, tags, opt-in status and any custom fields you use. The list is searchable and filterable by tag.

Adding a contact

Click New contact and fill in their details. You need at least a phone number (for WhatsApp and SMS) or an email address (for email campaigns).

Importing contacts in bulk

1. Go to Contacts → Import (/app/contacts/bulk-import).
2. Upload a CSV or Excel file.
3. Match your columns to contact fields: name, phone, email, tags and so on.
4. Review the preview and confirm.

Use international phone format. Store numbers with the country code, for example +14155552671 or +919812345678. Without it, WhatsApp and SMS delivery can fail or reach the wrong country.

Exporting contacts

Click Export to download your contacts as a CSV file, for a backup or to use in another tool.

Editing, bulk actions and deleting

Open a contact to edit their details, change their photo or delete them. Select several contacts in the list to tag, add to a segment or delete them together.

The contact timeline

A contact's page shows everything in one place: conversations from every channel, and orders from connected stores. Agents get the full picture before they reply.

Tags

Tags are labels you attach to contacts, such as vip, lead or newsletter. Use them to:

• filter your contact list,
• choose who receives a campaign,
• start an automation, for example "when the tag vip is added, send a welcome message".

Segments

Where: Contacts → Segments (/app/segments)

A segment is a saved group of contacts that you can target as a single audience.

1. Go to Segments and click New segment.
2. Name it, for example "Customers in Mumbai".
3. Add contacts from the segment's page, or select contacts in the list and use Add to segment.

In a campaign, choose the segment as your audience instead of picking contacts one by one.

Opt-in and consent

Every contact has an opt-in status. Campaigns automatically skip contacts who haven't opted in, which keeps you within WhatsApp's messaging policy and consent laws such as GDPR.

Record how and when each person agreed to hear from you, and import only contacts who have agreed.

Next: reach many contacts at once with Campaigns.