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Contact Management

The Contacts module provides a unified customer database with interaction history across all communication channels.

Contact Overview​

Contact List View​

Contact List

The main contact list displays:

  • Name: Customer full name
  • Phone: Primary contact number
  • Email: Email address
  • Source: Channel of first contact (WhatsApp, Email, Facebook)
  • Last Interaction: Most recent conversation timestamp
  • Status: Active, Inactive, or Blocked

Search & Filter​

Quick Search: Search by name, phone, email, or any custom attribute

Advanced Filters:

  • Channel source
  • Date range of last contact
  • Custom attribute values
  • Conversation status

Contact Details​

Profile Information​

Contact Details

Each contact record contains:

  • Basic Info: Name, phone, email
  • Channel Identifiers: WhatsApp number, Facebook ID, Email address
  • Custom Attributes: Organization-defined fields (e.g., Account ID, Customer Tier, Region)
  • Tags: Categorical labels for segmentation
  • Notes: Internal agent comments and context

Interaction History​

View complete conversation timeline:

  • All messages across channels
  • Agent assignments
  • Conversation status changes
  • Tags and labels applied
  • Timestamps for all interactions

Managing Contacts​

Creating Contacts​

Contacts are automatically created when:

  • A customer initiates a conversation
  • An agent starts an outbound conversation
  • Contacts are imported via bulk upload

Manual Creation:

  1. Navigate to Contacts → Add Contact
  2. Enter required fields (name, channel identifier)
  3. Add optional custom attributes
  4. Save contact record

Updating Contacts​

  • Edit any field directly from the contact detail view
  • Update custom attributes as new information becomes available
  • Add internal notes for agent reference

Merging Contacts​

When duplicate records exist:

  1. Select the duplicate contacts
  2. Choose "Merge Contacts"
  3. Select the primary record to retain
  4. Confirm merge - interaction history will be consolidated

Blocking Contacts​

Block contacts to prevent future conversations:

  1. Open contact record
  2. Select "Block Contact"
  3. Blocked contacts cannot initiate new conversations
  4. Unblock at any time to restore access

Custom Attributes​

Attribute Configuration​

Administrators can define custom contact fields:

  • Text: Free-form text input
  • Number: Numeric values
  • Date: Date picker
  • Dropdown: Predefined value list
  • Boolean: Yes/No toggle

Use Cases​

  • Customer segmentation for targeted broadcasts
  • Personalized conversation routing
  • Advanced reporting and analytics
  • CRM data synchronization

Contact Import/Export​

Bulk Import​

Import contacts via CSV:

  1. Download CSV template
  2. Populate contact data (name, phone, email, custom attributes)
  3. Upload file via Contacts → Import
  4. Review validation errors and reupload if needed

CSV Format Requirements:

  • Phone numbers in E.164 format (+1234567890)
  • Valid email addresses
  • Custom attributes must match configured field names

Export​

Export contact lists for external analysis:

  1. Apply desired filters
  2. Select "Export Contacts"
  3. Download CSV with all visible fields

Privacy & Compliance​

  • Contact data is encrypted at rest and in transit
  • Access is restricted by user role permissions
  • Audit logs track all contact modifications
  • Support GDPR data deletion requests through Administrator actions