Quick Start
What is respond.io?
Setting Up an Account
Connecting Channels
Inviting Your Teammates
Getting Contacts to Message You
Automated Welcome and Away Messages
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Glossary of Terms
Channels
WhatsApp Business Platform (API) Quick Start
Getting Ready for Inbound Conversations
Getting Ready for Promotional Messaging
WhatsApp Official Business Account (Green Tick)
Grow your WhatsApp Audience by Maximizing Entry Points
Get WhatsApp API Account for Government Agencies
Meta Business Verification
WhatsApp Message Templates
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WhatsApp Business Platform (API) Channel Configuration
WhatsApp Messaging Limits
Change Your WhatsApp Business Display Name
Migrating from WhatsApp Personal or WhatsApp Business App
Phone Number Migration to respond.io WhatsApp Business Platform (API)
Turn-off WhatsApp Number Two-Step Verification
WhatsApp Cloud API
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Facebook Messenger Overview
Facebook Messenger Quick Start
Facebook Chat Plugin
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LINE
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Website Chat Widget Overview
Website Chat Widget Quick Start
Install Website Chat Widget on WordPress
Install Website Chat Widget on Shopify
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Custom Channel
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Dashboard & Reporting
Dashboard
Reports Overview
Reports: Conversations
Reports: Responses
Reports: Resolutions
Reports: Messages
Reports: Contacts
Reports: Assignments
Reports: Leaderboard
Reports: Users
Reports: Broadcasts
Messages
Messages Overview
Assignment and Closing a Conversation
Custom Inboxes
Interacting with Respond AI Prompts
Using AI Assist
Contacts
Contacts Overview
Contact Details
Merge Suggestions
Contact Activity
Contact Channels
Contact Import
Segments
Broadcasts Module
Workflows
Workflows Overview
Workflow Triggers
Workflow Steps Overview
Step: AI Agent
Step: Send a Message
Step: Ask a Question
Step: Assign To
Step: Branch
Step: Update Contact Tag
Step: Update Contact Field
Step: Open Conversation
Step: Close Conversation
Step: Add Comment
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Step: Date & Time
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Step: HTTP Request
Step: Add Google Sheets Row
Dynamic Variables
Workspace Settings
Managing a Workspace
Workspace Settings: General
Workspace Settings: Users
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Workspace Settings: Channels
Workspace Settings: Growth Widgets
Workspace Settings: Contact Fields
Workspace Settings: Integrations
Workspace Setting: Respond AI
Workspace Settings: Closing Notes
Workspace Settings: Snippets
Workspace Settings: Files
Workspace Settings: Data Export
Workspace Settings: Data Import
Organization Settings
Organization Overview
Organization Settings: General
Organization Settings: Users
Organization Settings: Workspaces
Organization Settings: WhatsApp Fees
Organization Settings: Billing & Usage
Organization Settings: Security
User Account
Mobile App
Installing respond.io Mobile App
Messaging From Your Mobile
Managing Notifications On Your Mobile
Configuring Mobile App Settings
Help Menu
Capture Conversations
How to Streamline Meeting Scheduling via CTC Ads
How to Automate Product Info Sharing in Conversations Initiated via CTC Ads
How to Track Conversation Source from Multiple Websites
How to Route Contacts from CTC Ads to Agents
Automate Conversations
How to Maximize Customer Service Potential with AI Agent
How to Automate Contact Information Collection with AI
How to Route Contacts to Preferred AI Agent
How to Automatically Qualify Contacts Based on Budget Using AI Agent
How to Route Contacts by their Preferred Language
How to Create Automated Chat Menus
Assignment Strategy: How to Automate Contact Distribution & Load Balancing
Assignment Strategy: How to Unassign Agents after Conversations Closed
How to Create Automated Welcome and Away Messages
How to Manage Spam
How to Collect Contacts’ Emails and Phone Numbers
How to Route New and Returning Contacts
How to Route Contacts by Team Functions
How to Route Contacts by Shifts
How to Get Contacts’ Consent for Personal Data Collection
How to Route VIP Contacts
How to Promptly Transfer Conversation Between Agents
How to Guide Customers from Exploration to Purchase with Engaging Menus
How to Optimize Customer Onboarding with Automated & Customized Welcome Messages
Converse with Customers
How to Get a Complete View of the Customers
How to Simplify Customer Escalation with Automation
How to Transfer Contacts to the Next Shift Automatically
How to Optimize Agents’ Productivity in the Messages Module
How to Align AI Conversations with Your Brand Voice
How to Draft Customer Replies with AI
How to Convert Image to Text Using AI
How to Automate Calculations Using AI
Support Use Cases
How to Identify Contacts by Email and Phone Number
How to Enrich Customer Data from a CRM or other Business Software
How to Route Customers to the Right Team Automatically
How to Auto-Assign Customers to a Team or Dedicated Agent
How to Send Outbound Support Messages
How to use Closing Conversations Feature
How to Supervise Your Support Agents
How to Analyze Reports for Support
How to Send CSAT to Customer and Save Data in Google Sheets or CRMs
Sales Use Cases
How to Collect Leads' Email and Phone Number
How to Enrich Contact Data and Qualify Leads
How to Route Leads
How to Auto-Assign Leads to Sales Agents
How to Send Outbound Sales Messages
How to Track Productivity by Closing Conversations
How to Supervise Sales Agents
How to Analyze Reports for Sales
Broadcasts Use Cases
How to Send a Simple Broadcast
How to Start a Workflow Based on Broadcast Response
How to Import to Broadcast via WhatsApp
How to Troubleshoot a Failed Broadcast
Integrations
Dialogflow
Dialogflow Overview
Dialogflow: Connecting to Dialogflow
Dialogflow: Creating a Chatbot
Dialogflow: Managing Intents
Dialogflow: Parameters
Dialogflow: Events
Dialogflow: Response Templates
Dialogflow: Custom Payloads
Dialogflow: Fulfillment Webhook Request
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E-Commerce Integration: BigCommerce
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CRM Integration: HubSpot
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CRM Integration: Pipedrive
CRM Integration: ActiveCampaign
Zapier
Make
Developer API
Webhooks
Table of Contents
Contacts Overview
Updated by Joshua Lim
Getting Here
To access this module, in the side navigation menu > click Contacts.
Navigation
The Contacts Module has 3 main components:
Segments
Segments are located on the left side of the Contacts module. Use Segments to group Contacts based on specific criteria and filters.
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.
Actions
In the last column of the Contacts Table is an action 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 Contact: Deletes the Contact from the Contact List.
Contacts Menu
The Contacts Menu is located on the top of the Contacts Module. It consists of the Add Contact button, Add Segment button, Search bar, Filter button, and Actions menu.
Adding Contacts
Step 1: In the Contacts Module, click the + Add Contact button.
Step 2: Fill in the Contact's information in the form provided.
Step 3: 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.
Filtering Contacts
You can view a list of Contacts that fulfill a set of criteria by applying filters.
Step 1: Click the filter icon to open the filter drawer on the right.
Step 2: Configure the filters.
The following are criteria that can be filtered:
- Contact Fields
- Standard Contact fields (e.g. First Name, Country)
- Assignee
- Conversation Status
- Conversation Opened Time
- Contact Creation Time (Created At)
- Last Interaction Time
- Contact fields manually created in the Workspace (Custom Fields)
- Channels
- Contact Tag
- Last Interacted Channel
- Time Since Last Incoming Message
Step 3: View the filtered results, which are updated in real-time and immediately reflected in the Contacts Table.
Step 4: Click on the Save New Segment button to save your Segment.
Exporting Contacts
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.
Select the check boxes to indicate the columns you wish to display in your Contacts Table.
The column display will automatically update and reflect your selections.
Selecting Multiple Contacts
To select Contacts, check the box to the left of their respective names in the Contact row. Alternatively, select all Contacts after applying the desired filters. Once selected, you can then perform the following actions.
Delete Multiple Contacts
- You can only delete 100 Contacts at a time.
- Deleting a Contact will also delete the conversation history associated with the Contact.
Step 1: Select the Contacts you want to delete > Click the Delete button.
Step 2: On the pop-up, enter the number of selected Contacts and click Delete to confirm the deletion of selected Contacts.
Assign Tags to Multiple Contacts
Step 1: Select the Contacts you want to tag.
Step 2: Click the Assign Tags button.
Step 3: Input your desired tags and click Add Tags to assign the tags to the selected Contacts.
Merge Contacts
Step 1: Select two Contact profiles you want to merge > click the Merge button
Step 2: Compare and review the Contact profiles and select the appropriate values to retain for the merged Contact. Then, click the Merge button to merge both profiles.
Unmerge Contacts
If you accidentally merge two Contacts, you can unmerge them.
Step 1: Search for the merged Contact profile that you wish to unmerge.
Step 2: At the end of the Contact row, click the Actions menu and select Unmerge Contact.
Step 3: Select the Contact you wish to unmerge and click the Unmerge button.
FAQ and Troubleshooting
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.
Feeling stuck? Do not fear.
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Contact Details
Related Articles
Merge Suggestions
View and merge duplicate Contacts identified by the platform.
Reports: Contacts
The Contacts reports tab consists of all the metrics and information related to Contacts.
How to Get a Complete View of the Customers
Learn how agents can gain a comprehensive understanding of Contacts’ conversations and profiles.