Table of Contents
Updated by JQ Lee
This module can be accessed from the side navigation menu under the menu item, Contacts.
The Contacts Module has 3 main components:
The Inbox Selector is a dropdown menu where you can select different inboxes from which to view Contacts. This includes the Standard Inbox, Team Inbox and Custom Inbox.
You can find your Contacts’ records and information in the Contacts Table.
The column headers with a sorting icon are the columns that are sortable, you may sort the records of these columns by clicking on the column headers. Note that the information shown in your Contacts Table depends on the columns you have selected to display.
Access a Contact’s profile by clicking on their name. A profile consists of a profile image and name, supplied by the messaging channel the Contact used to message the platform. In the absence of a profile image, an avatar will be provided. In the absence of a profile name, the phone number or email address will be used instead.
In the last column of the Contacts Table is a dropdown menu. Click on it to view the available options:
- View Details: Opens the Contact's record to show more details.
- View Messages: Show a Contact's message history in the Messages Module.
- Delete: Deletes the Contact from the Contact List.
The Contacts Menu is located on the top right of the Contacts Module. It consists of the Add Contact button, search box, Filter button and Actions menu.
Step 1: Navigate to Contacts Module
Click the ADD CONTACT button at the top.
Step 2: Choose to add a single Contact or multiple Contacts
If you want to add a single Contact, follow the instructions provided in the prompts.
Step 3: Fill in the required information
Fill in the Contact's information in the form provided.
Step 4: Review and press ADD
Once you have filled in the form, review the information and click ADD.
Searching for Contacts
If you wish to search for a particular Contact, input your query in the search box. Learn more about Search Behavior here.
You can view a list of Contacts that fulfill a set of criteria by applying filters.
Step 1: Click the filter icon
The filter drawer will open on the right when the icon is clicked.
Step 2: Specify the filters
The following are criteria that can be filtered:
- Contact Fields
- Standard contact fields (e.g. First Name, Country)
- Conversation Opened Time
- Contact Creation Time (Created At)
- Last Interaction Time
- Contact Tag
- Last Interacted Channel
- Time Since Last Incoming Message
- Contact fields manually created in the Workspace
Step 3: View results
Filters are updated in real-time and will be immediately reflected in the results.
For an unfiltered view of your Contacts, click CLEAR at the bottom right of the filter drawer.
Step 4: Save New Custom Inbox
This step is optional. You can create a Custom Inbox that filters Contacts based on selected filter options. To do this, click on the SAVE NEW INBOX button at the bottom left of the filter drawer.
Name your new inbox and click SAVE.
If you wish to export the Contacts in the Inbox, you can do so by selecting an export option from the Actions menu. You can export your Contacts in a CSV file.
The columns shown in the Contacts Table can be customized depending on your needs. Select Customize Columns from the Actions menu to do this.
Indicate via the checkboxes which columns you wish to display in your Contacts Table.
The column display will automatically update and reflect your selections.
Selecting Multiple Contacts
Select the Contacts you want by checking the box to the left of their respective names in the Contact row, or selecting all Contacts after applying the desired filters. You can then perform the below actions.
Delete Multiple Contacts
Step 1: Select multiple Contacts
Select the Contacts you want to delete.
Step 2: Click DELETE
Click on the DELETE button beside the Contact View Selector.
Step 3: Confirm Deletion
Confirm the deletion of the selected Contacts by clicking DELETE when prompted.
Assign Tags to Multiple Contacts
Step 1: Select multiple Contacts
Select the Contacts you want to tag.
Step 2: Click Assign Tags
Click on the ASSIGN TAGS button beside the Contact View Selector.
Step 3: Input the tags
Key in the desired Tags and click ADD TAGS to assign Tags to the selected Contacts.
Step 1: Select two Contacts
Select the two Contact profiles you want to merge.
Step 2: Click Merge Contacts
Click on the MERGE CONTACTS button beside the Contact View Selector.
Step 3: Compare Contact Profiles
Review the profiles you would like to merge and select the appropriate values to retain for the merged Contact.
Step 4: Review and Merge
Once you have reviewed the Contact profile, click MERGE CONTACT to merge both profiles.
If you accidentally merge two Contacts, you can unmerge them.
Step 1: Search for the Contact
Search for the merged Contact profile that you wish to unmerge.
Step 2: Select Unmerge Contact
In the Contact row, click the Actions menu and select Unmerge Contact from the list.
Step 3: Select Contact
Select the Contact you wish to unmerge so their original profile is restored.
Step 4: Confirm
Once you have reviewed the Contact profiles, click UNMERGE to proceed.