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Contacts answers “who do we talk to?” It is one contact book, shared by every channel: a person is one contact, whichever channel they use.
The Contacts screen with the segment list, search, letter strip and contacts table

Contacts: segments on the left, the chosen segment's contacts in the table.

Who can use it: anyone who may see contacts (Owner, Admin, Support and Viewer). Adding, editing, importing, tagging and deleting needs permission to manage contacts (Owner, Admin and Support).

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Segments, fields and tags

  • Segments are the groups down the left: All contacts, each segment, and the contacts in no segment. A contact is in one segment at a time. Make a new segment from the list; rename or remove one from the gear beside it.
  • Fields are what you know about a person beyond their name and number: an email, a loan amount, a renewal date. Shared fields apply to every contact; a segment can also have fields of its own. Set them up from the gear beside the segment (or beside All contacts, for shared fields). The table’s columns follow the segment’s fields.
  • Tags are labels you can put on any contact, in any segment.
Renaming a segment moves all its contacts to the new name; past campaigns keep the name they were sent with. Removing a segment keeps its contacts, without a segment.

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Finding people

  • Search by name or number.
  • Pick a tag, or a letter from the strip to jump through names.
  • Advanced search looks inside fields: a value, a range of numbers or a range of dates.
  • The column picker chooses which columns show, per segment.

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Adding and changing contacts

1

Add one

Choose Add contact, and enter a name, a phone number and, optionally, a segment.
2

Change many at once

Tick contacts in the table to apply a tag, move them to a segment, or delete them. Deleting can’t be undone.
Selecting a contact opens their contact page.

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Importing a file

1

Upload

Choose Import, and drop a CSV or Excel file (also TSV or plain text), up to 25 MB.
2

Map columns

For each column, say what it is: the phone number (required, and only one), the name, an email or customer id to recognise people by, a field, or + New field. Choose Don’t import to skip a column.
3

Options

Choose what happens when a number is already in your contacts:Optionally, put everyone in a segment and add tags to everyone.
4

Import

The import runs in the background; you can close the page. When it finishes it shows how many contacts were created, updated, skipped and refused. Find it again under Past imports.
Importing never deletes contacts or opt-outs. Someone who replied STOP stays stopped, even if they are in the file.

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Exporting

Export downloads the contacts on screen, with the filters and columns you are looking at, as a CSV. For a very large export, the panel offers Save to Downloads instead, so the file is written in the background and kept in Downloads.