A contact is the card for every customer who writes to your account. Tags, fields, notes and conversation history all gather there.
Last updated: September 30, 2026
A contact is the in-panel card for every customer who writes to your account. It is created by itself the first time they message you; you never add contacts by hand. It is the "who" that automations recognise, and the place where tags and fields are written.
💡 A contact belongs to the account. If the same person wrote to both your Instagram and your WhatsApp, you will see two separate contact cards; the two channels use two different identities and the panel does not merge them.
A contact card carries information in five groups:
There is also an AI profile section: press the button and the whole conversation is read, a customer type and a suggested approach are derived, and everything your automations collected is shown together. It never runs on its own; it runs when you ask it to.
A contact is born in three ways, and none of them requires anything from you:
In the last case the contact's Source field is filled in: that information is what you use later when reporting where a conversation came from, and when separating traffic with the "Flow started by" condition.
On Instagram the username and profile picture are read from the channel. On WhatsApp the person's display name and number arrive. You can also edit these fields; what you type changes nothing on the customer's profile and is visible only in your panel.
E-mail and phone are usually information gathered by flows: a Collect information step asks the question, validates the answer and writes it to the contact's card.
The Contacts screen shows every contact in the account and offers these filters:
You can save the filter combination you build as a Segment, and return to the same list with one tap next time.
With Select contacts you enter selection mode and can add a tag to many people at once, remove a tag, or (if you have the permission) delete contacts. Bulk operations process a maximum number of people per run; if your selection is larger, the screen tells you how many were updated.
Download CSV exports the list. The file contains name, username, phone, e-mail, channel, account, tags, last message and first contact. Exporting is available to owners and administrators only.
The contact list follows the portfolio's access policy. If a role's contact scope is set to only contacts from their own conversations, someone in that role sees only the customers of conversations assigned to them; the same rule applies on the contact card, in bulk tagging and in the CSV.
The Contacts section can also be switched off entirely by the policy. When it is off, the section is absent from the menu and will not open from its address.
👉 For the detail, see Access and visibility policy.
The Language field on the contact card says which language this person should be treated in. Left blank, the account's language applies; that is exactly how the option reads on screen.
The field is used in one place, but it matters a lot there: the Person's language condition in a flow reads it. A business with foreign customers can build Turkish and English branches in the same flow and route people by their language.
Language is never detected automatically; it is chosen by hand on the contact card or written by a flow action. That is a deliberate decision: a wrongly detected language would mean sending a customer a message they cannot read at all.
The Delete contact section at the bottom of the card permanently deletes the person with all of their messages and notes. This is not archiving and it cannot be undone. The section exists to satisfy personal-data deletion requests, and it is available to owners and administrators only.
⚠️ Note: deleting a contact also removes their automation history and messaging. Historical totals in reports are unaffected, but the person-level records cannot be recovered.
A gym handles membership enquiries coming from Instagram with a flow:
One card ends up carrying both the data an automation collected and a human being's observation.
Keep contact cards tidy and your automations get sharper: conditions pick the right person and messages go out with the right name.
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