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Overview

The contact management system helps you maintain comprehensive customer profiles, track interaction history, and personalize communication.

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Contact Profiles

Each contact has a detailed profile containing:

Basic Information

Name, phone, email, and company details

Custom Fields

Industry-specific data and preferences

Conversation History

All past conversations and interactions

Tags & Segments

Organization and categorization

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Adding Contacts

  • Automatic Creation
  • Manual Creation
  • Bulk Import
Contacts are created automatically when:
  • Customer sends first WhatsApp message
  • You start a new conversation
  • Imported from integrations
Auto-populated fields:
  • Phone number (from WhatsApp)
  • Name (from WhatsApp profile)
  • First contact date
  • Conversation count

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Editing Contacts

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Quick Edit

Edit basic information inline:
  1. Find contact in list
  2. Hover over field
  3. Click to edit
  4. Press Enter to save

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Full Edit

Comprehensive contact editing:
1

Open Contact

Click contact name to open profile
2

Edit Information

Available sections:Personal Details:
Name: [John Smith]
Email: [john@example.com]
Phone: [+1 234 567 8900] (read-only)
Company: [Acme Inc]
Job Title: [Marketing Manager]
Address:
Street: [123 Main St]
City: [New York]
State/Province: [NY]
Postal Code: [10001]
Country: [United States]
Social Profiles:
LinkedIn: [linkedin.com/in/johnsmith]
Twitter: [@johnsmith]
Website: [johnsmith.com]
3

Manage Tags

Current Tags:
[VIP] [Premium] [New York]

Add Tags:
Type to search or create...
[+ Enterprise] [+ Marketing]

Remove: Click × on tag
4

Custom Fields

Configure industry-specific data:E-commerce:
  • Customer Lifetime Value: $5,420
  • Total Orders: 23
  • Last Purchase: Nov 15, 2025
  • Favorite Category: Electronics
SaaS:
  • Plan: Enterprise
  • MRR: $299
  • Contract End: Dec 31, 2026
  • Usage Tier: High
Service Business:
  • Client Since: Jan 2024
  • Service Type: Consulting
  • Billing Cycle: Monthly
  • Account Manager: Sarah
5

Save Changes

Click Save Contact or Ctrl+S

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Contact Segmentation

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Using Tags

Organize contacts with tags:
Recommended tag categories:Customer Tier:
  • VIP, Premium, Standard, Trial
Status:
  • Active, Inactive, Churned, Lead
Industry:
  • Technology, Healthcare, Retail, Finance
Region:
  • North America, Europe, Asia Pacific
Product Interest:
  • Product A, Product B, Service X
Lifecycle Stage:
  • New Customer, Onboarding, Active, At Risk
Create tags:
Settings → Tags → New Tag

Name: [VIP Customer]
Color: [🟡 Gold]
Description: [High-value customers requiring priority support]
Auto-apply when:
☑ LTV > $10,000
☑ Monthly spend > $500
Bulk tagging:
  1. Select multiple contacts
  2. Click Bulk Actions → Add Tag
  3. Choose tag
  4. Apply
Auto-apply tags based on conditions:
{
  "tag": "At Risk",
  "conditions": {
    "last_conversation": ">30 days ago",
    "total_conversations": "<2 in 60 days",
    "sentiment": "negative"
  },
  "action": "notify_account_manager"
}

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Custom Segments

Create dynamic contact groups:
1

Create Segment

New Segment: High-Value Inactive Customers

Conditions:
• Tags include: Premium OR VIP
• Last conversation: >60 days ago
• Total spend: >$1,000
• Status: Active

Matches: 23 contacts
2

Use Segment

Actions available:
  • Send broadcast message
  • Export to CSV
  • Bulk update fields
  • Assign to team member
  • Monitor activity
3

Automate Actions

When contact enters segment:
1. Add tag "Re-engagement Needed"
2. Assign to account manager
3. Send template: "We miss you"
4. Create follow-up task

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Conversation History

View all interactions with a contact:

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Timeline View

John Smith - Conversation History
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

Nov 2025 (3 conversations)
├─ Nov 28: Billing question (Resolved)
│  Agent: Sarah | Duration: 15 min
│  Tags: billing, payment
│
├─ Nov 15: Feature request (Open)
│  Agent: John | Duration: ongoing
│  Tags: feature-request, mobile-app
│
└─ Nov 3: Onboarding help (Resolved)
   Agent: Alice | Duration: 45 min
   Tags: onboarding, training

Oct 2025 (2 conversations)
└─ Oct 20: Technical support (Resolved)
   Agent: Bob | Duration: 1.5 hours
   Tags: technical, bug-fix

[Load More...]

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Conversation Statistics

Engagement Metrics
━━━━━━━━━━━━━━━━━━━━
Total Conversations: 18
Average Response Time: 3.2 min
Resolution Rate: 94%
Satisfaction Score: 4.8/5
Lifetime Value: $5,420

Recent Activity
━━━━━━━━━━━━━━━━━━━━
Last Contact: 2 days ago
Avg Frequency: 2x per month
Preferred Channel: WhatsApp
Active Times: 9 AM - 5 PM EST

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Contact Notes

Add private notes about contacts:
  • Adding Notes
  • Note Types
Internal Notes (not visible to customer)
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

Nov 28, 2025 - Sarah
Customer mentioned they're evaluating competitors.
Need to follow up with special offer by Dec 5.

Oct 20, 2025 - John
VIP customer. Always responds well to technical
explanations. Prefers email for documentation.

[Add Note...]
Find contacts quickly: 
Search contacts...
┌────────────────────────────────┐
│ john                          │
└────────────────────────────────┘

Results (3):
• John Smith - Acme Inc
• John Doe - Tech Corp
• Johnny Walker - Retail Co

Advanced Contact Search
━━━━━━━━━━━━━━━━━━━━━━

Name contains: [john]
Email contains: [@example.com]
Tags: [Premium] [VIP]
Company: [Acme Inc]

Custom Fields:
• Account Type: [is] [Premium]
• Last Order: [within] [30 days]
• LTV: [greater than] [$5,000]

Last Activity:
○ Any time
○ Last 7 days
⦿ Last 30 days
○ Custom range

[Reset] [Search]

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Saved Searches

My Saved Searches
━━━━━━━━━━━━━━━━━━
• VIP Customers in NY
• Inactive Premium Users
• Recent Signups (<7 days)
• High-Value Opportunities

[+ New Saved Search]

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Data Privacy & GDPR

Track communication permissions: 
Communication Preferences
━━━━━━━━━━━━━━━━━━━━━━━━
WhatsApp: ✓ Consented (Nov 15, 2025)
Email: ✓ Consented (Nov 15, 2025)
SMS: ✗ Not consented
Phone: ✓ Consented (Nov 15, 2025)

Marketing Messages: ✓ Opted in
Transactional Only: ✗

[Update Preferences]

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Data Export

Provide customer data on request:
1

Request Export

Contact → Actions → Export Data

Include:
☑ Profile information
☑ Conversation history
☑ Custom fields
☑ Tags and segments
☑ Notes (internal - optional)

Format: ⦿ JSON ○ CSV ○ PDF
2

Generate Export

Processing… (large datasets may take a few minutes)
3

Download

Export ready!
File: john-smith-data-export.zip
Size: 2.3 MB
Expires: 7 days

[Download]

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Data Deletion

Delete contact data (GDPR right to be forgotten):
This action is permanent and cannot be undone!
Delete Contact Data
━━━━━━━━━━━━━━━━━━━━

This will permanently delete:
☑ Contact profile
☑ All conversation history
☑ Custom fields and notes
☑ Associated files and media

Anonymize instead?
○ Keep conversations but remove personal data

Reason for deletion:
⦿ Customer request (GDPR)
○ Duplicate record
○ Test data

[Cancel] [Confirm Deletion]

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Contact Deduplication

Find and merge duplicate contacts:
1

Find Duplicates

Settings → Contacts → Find Duplicates

Matching criteria:
☑ Same phone number
☑ Similar name (80% match)
☑ Same email

Found 5 potential duplicates
2

Review Matches

Possible Duplicate
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━

Contact A                Contact B
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
John Smith              John Smith
+1 234 567 8900        +1 234 567 8900
john@example.com       j.smith@example.com
2 conversations        5 conversations
Tags: VIP              Tags: Premium, NY

Action:
○ Merge (combine all data)
○ Keep separate
○ Mark as not duplicate
3

Merge Contacts

Merge Preview
━━━━━━━━━━━━━━━━━━━━

Primary Contact: Contact B
(Has more complete data)

Will merge:
✓ All conversations (7 total)
✓ Combined tags (VIP, Premium, NY)
✓ Most recent email (j.smith@example.com)
✓ All custom fields
✓ All notes

[Cancel] [Merge Contacts]

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Integration with Other Systems

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CRM Sync

Sync with external CRM systems:
  • Salesforce
  • HubSpot
  • Custom API
Salesforce Integration
━━━━━━━━━━━━━━━━━━━━━━

Status: ✓ Connected

Sync Settings:
☑ Two-way sync enabled
☑ Sync contacts every 15 minutes
☑ Create leads from new contacts
☑ Update opportunities from conversations

Last sync: 5 minutes ago
Synced contacts: 1,247

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Best Practices

Complete Profiles

Fill in as much information as possible for context

Use Tags Consistently

Establish tagging conventions across team

Regular Cleanup

Review and merge duplicates monthly

Add Notes

Document important details after each interaction

Respect Privacy

Only collect necessary information, honor opt-outs

Keep Updated

Update contact info when customers inform you of changes

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Next Steps

Settings

Configure your personal preferences

Managing Conversations

Learn to manage customer conversations

Integrations

Connect with other tools

API Reference

Programmatic contact management