WhatsApp Contacts

Organize your WhatsApp audience with contacts, lists, and segments. This unified contact hub supports one-to-one messaging, targeted campaigns, and AI-agent handoffs.

Purpose

WhatsApp Contacts is the central directory of every customer, lead, or subscriber who has messaged your connected WhatsApp number—or whom you have manually added. Use it to:

• Store customer details — name, phone, email, tags, and notes.
• Group contacts into static lists — hand-picked audiences for campaigns.
• Build dynamic segments — rule-based groups for automated outreach.
• Control deliverability — blacklist contacts to stop all outbound messages.
• Fuel the AI agent — give the assistant customer context during live chat.

Who can access

Team member permissions are configured under Settings → Team.

Prerequisites

1. WhatsApp channel connected — your number must show Connected in WhatsApp Settings.
2. Phone number required — each contact needs a valid E.164 phone (e.g., +966501234567).
3. Import template — download the CSV template before bulk-importing to ensure column mapping succeeds.

Full walkthrough

Adding a single contact

1. Go to WhatsApp → Contacts.
2. Click + Add Contact.
3. Fill in:
   • Name (required)
   • Phone (required, E.164 format)
   • Email (optional)
   • Tags (optional, comma-separated or select existing)
4. Click Save.

The contact appears in the list immediately and is available for messaging and campaigns.

Editing a contact

1. Click a contact row to open the detail sheet.
2. Update any field (name, phone, email, tags).
3. Click Save Changes.

Importing contacts in bulk

1. Click Import in the top-right.
2. Download the CSV template if you haven't already.
3. Fill columns: name (required), phone (required), email, tags (pipe-separated, e.g., vip|newsletter).
4. Upload the file (max 50 MB, up to 100,000 rows per import).
5. Map columns if prompted; confirm the preview.
6. Click Start Import.

A progress bar shows status. When complete, you'll see a summary: imported, skipped (duplicates), and failed rows. Download the error report for any failures.

Creating a list

1. Go to the Lists tab.
2. Click + Create List.
3. Name the list (e.g., Spring Campaign Leads).
4. Optionally add contacts now or later.
5. Click Save.

Adding contacts to a list:

• Open a contact → Lists section → select lists.
• Or bulk-select contacts on the main table → Add to List action.

Creating a segment

1. Go to the Segments tab.
2. Click + Create Segment.
3. Name the segment (e.g., High-Value Customers).
4. Add contacts manually or via the API (segments are populated programmatically; they do not auto-filter by rules in the dashboard—rules live in your integration logic).
5. Click Save.

Blacklisting a contact

1. Open the contact detail sheet.
2. Toggle Blacklisted to ON.
3. Confirm the dialog.

Blacklisted contacts are excluded from all campaigns and will not receive broadcast messages. They can still message you, and your AI agent can reply (unless you configure otherwise in agent settings).

Removing a contact

1. Select the contact row checkbox.
2. Click Delete in the bulk-action bar, or open the contact sheet and click Delete Contact.
3. Confirm.

Deleted contacts are removed permanently along with their membership in lists and segments.

Field glossary

Statuses and badges

Nested screens

Contact detail sheet

Import wizard

Connections to other areas

Limits and plan behavior

Exceeding limits prevents new contact creation until you upgrade or remove existing contacts.

Troubleshooting

Related articles

• WhatsApp Campaigns — broadcast to lists and segments
• AI Agents — automate replies using contact context
• Settings → Team — manage user roles and permissions