Contacts

All articles in this section

• The Contacts screenThe list of everyone who writes to your account. Every box, column and button on the screen, one by one.
• Searching and filtering contactsWhat the search box and each of the five filters actually select, how they combine, and why a person you expected is missing.
• SegmentsNaming and saving a filter combination you use often, reopening it from the strip with one tap, deleting it, and the limits.
• Bulk actions on contactsSelection mode, the sticky action bar, adding and removing tags in bulk, selecting everyone who matches the filter, and bulk deletion.
• Exporting contacts to CSVThe Download CSV button, the nine columns in the file, opening it in Excel, date and phone formats, and what the file covers.
• The contact cardEverything about one customer: editable fields, channel info, follow state, notes, history and the delete section.
• Managing contact tagsThe four ways to add and remove tags, spelling rules, filtering by tag, renaming a tag, and the limits.
• Setting up and using custom fieldsCreating a field for the first time, the naming rule, the seven ways to fill it, where you can see its value, and using it in automations.
• Contact notesThe internal notes your team leaves for each other: adding them from the card and from a conversation, deleting them, the limits, and the differences between the two screens.
• Conversation history on the contact cardTwo views — automation sessions and full history. Every line on a session card, how paging works, and why some sessions drop off the list.
• The contact's AI profileThe summary, customer type and suggested approach drawn from the conversation; the Conversation records list, credits and privacy.
• Contact source and first contactWhen the Source row appears, which moment First contact shows, the difference between the four timestamps, and how to separate people who arrived from ads.
• Follow stateThe Following section on the contact card, what "Unknown" means, when the information is refreshed, and building a follow condition in a flow.
• Deleting a contactPermanently deleting a contact, exactly what goes with them, personal data requests, and what to check beforehand.
• I cannot find a contact in the listAn empty list, a person who will not show up in search, a customer in the inbox but not in Contacts, and a record appearing twice — causes and fixes.