A contact is a person you are allowed to message. Everything outbound — a reply, a campaign, an API send — resolves to one. Contacts are created three ways: by hand here, in bulk from a file, or automatically the first time an unknown number messages you.
When you'd use it #
Before a campaign
Clean the list — block the spammers, honour the opt-outs — so a broadcast does not burn your quality rating.
Account ownership
Assign named customers to named teammates so replies always come from the person who knows them.
Protecting a relationship
Switch the AI agent off for one contact, so an important customer only ever hears from a person.
Adding a contact #
-
Press New contact
The form opens inline above the table. -
Enter the phone number in international format
Country code included. Numbers are normalised on save, so+91 99758 88110and919975888110become the same contact rather than two. -
Add a name and email
Both optional, both worth filling in — the name is what your team sees in the inbox, and both can personalise campaign variables.
For more than a handful, use bulk import instead.
Blocking, opting out and the bot switch #
Three different controls that are easy to confuse:
| Field | What it does |
|---|---|
| Block | You do not want to hear from them. Their inbound messages stop reaching your inbox. Reversible. |
| Opt-out | They do not want to hear from you. They are excluded from campaigns. This is the one with legal weight — record it the moment someone asks to stop. |
| Bot off | A standing instruction that the AI agent must never answer this person, across every conversation, now and in future. The same switch appears in the conversation header, so there is one setting and not two. |
Assigning contacts #
Assignment can be done one at a time, in bulk across a selection, or automatically — the auto option distributes unassigned contacts across your active team members, which is useful after a large import.