Table of Contents

Contacts Overview

JQ Lee Updated by JQ Lee

Getting Here

This module is accessible by Owners and Managers only!
screenshot of contact view

This module can be accessed from the side navigation menu under the menu item, Contacts.

The Contacts Module has 3 main components:

Inbox Selector

Inbox Selector

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.

Learn more about the three inboxes here.

Contacts Table

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.

Contact Profile

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.
Be mindful when you delete a record as deletion of records cannot be undone.

Contacts Menu

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.

Adding Contacts

Step 1: Navigate to Contacts Module

Click the ADD CONTACT button at the top.

Adding Contacts in

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.

To add multiple Contacts, please refer to this guide.

Step 3: Fill in the required information

Fill in the Contact's information in the form provided.

Adding Contacts in
Adding contacts in

Step 4: Review and press ADD

Once you have filled in the form, review the information and click ADD.

Automations and automatic contact assignments will not be applied to Contacts added from the Contacts Module.

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.

Filtering Contacts

You can view a list of Contacts that fulfill a set of criteria by applying filters.

Filtering Contacts in the Contacts Module

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)
    • Assignee
    • Conversation Opened Time
    • Contact Creation Time (Created At)
    • Last Interaction Time
  • Channels
  • Contact Tag
  • Last Interacted Channel
  • Time Since Last Incoming Message
  • Contact fields manually created in the Workspace
Tip: Nested conditions are now supported. These refer to a group of condition statements contained within the definition of a primary condition.

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.

Tip: You can save and apply filters perpetually in a Custom Inbox, which would only display Contacts who fulfill a defined set of criteria. Find out how to do this below.

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.

Filtering Contacts in Contacts Module

Exporting Contacts

Only Owners and Managers with no such restrictions can perform this action.

If you wish to export the Contacts in the Inbox, you can do so by selecting the Export to CSV option from the Actions menu.

Exporting Contacts
You can only export 100 contacts per page from the Contacts Module.

Customizing Columns

The columns shown in the Contacts Table can be customized depending on your needs. Select Customize Columns from the Actions menu to do this.

Customizing Columns

Indicate via the checkboxes which columns you wish to display in your Contacts Table.

Customizing Columns

The column display will automatically update and reflect your selections.

The Name column is required and cannot be deselected.

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

Only Owners and Managers with no such restrictions can perform this action.

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.

Delete Multiple Contacts

Step 3: Confirm Deletion

Confirm the deletion of the selected Contacts by clicking DELETE when prompted.

You can only delete 500 Contacts at a time.

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.

Assign Tags to Multiple Contacts

Step 3: Input the tags

Key in the desired Tags and click ADD TAGS to assign Tags to the selected Contacts.

You can only assign Tags to 500 Contacts at a time.

Merge 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.

Merge Contacts

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.

When you merge two Contacts, all Channels, Messages, Events and Comments associated with each profile will be consolidated into the merged profile. You will have a holistic view of the Contact and their interactions with the platform.
Conversations closed by merging Contacts will NOT trigger a Workflow.

Unmerge Contacts

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.

Unmerge Contacts

Step 3: Select Contact

Select the Contact you wish to unmerge so their original profile is restored.

Unmerge Contacts

Step 4: Confirm

Once you have reviewed the Contact profiles, click UNMERGE to proceed.

Events and messages that occurred after the Contact merge will be tagged to the primary Contact. When you unmerge a Contact, all interactions will be associated with the primary Contact only, and none with the secondary Contact.


How can I export more than 2500 contacts?

The Contacts Module can load Contacts up to 2500 rows of pagination, this limit allows the platform to perform searches faster and more consistently.

To export more than 2500 contacts from the Contacts Module, you can use filters to narrow your search to return a specific list of contacts that is within the 2500 pagination range.

Another way is to upgrade to an Enterprise plan which will allow you to use the Data Export Contacts feature. Learn more about Data Export here.


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