Every person who writes to you becomes a contact, automatically, on the first message from any channel. You can also add them yourself with Add contact (the owner defaults to you, and you can pick another) or bring in your existing base with Import CSV / XLSX.
What a contact carries
- Channel identities: their phone and WhatsApp (with verification status), Instagram handle, Messenger profile, and email
- Origin: which channel they came from, so you learn which sources send qualified leads and which send noise
- Stage: where they are in your funnel
- Owner: which teammate is responsible for them
- WhatsApp Marketing: whether they opted out of your WhatsApp promotions. See WhatsApp marketing opt-out.
- Tasks: to-dos for the contact’s owner, such as a call back or a quote to send. See Tasks.
- Location: country and city
- Custom properties: fields you define for whatever your business tracks, from industry to decision timelines
Update many contacts from a file
Admins can change many existing contacts at once with Bulk update in the Contacts header. Upload a CSV or XLSX file whose first column identifies each contact, then map the other columns to the fields to update.- Identify contacts by Phone, Email, Instagram, or Contact ID. For phone numbers, pick a Default country code: numbers without a + get it, and numbers with a + keep their own.
- Filled cells overwrite the current value, and empty cells keep it. Multi-select values are replaced, not added to.
- No contacts are created. Rows that match no contact, match more than one, or repeat in the file are skipped and listed in an error file you can download.
Export everything about one contact
When a customer asks for a copy of their data, an admin opens the contact, then the ··· menu, and chooses Export all data. The export runs in the background (you can keep working), and a notice with a Download button appears when it is ready. The ZIP holds the contact’s details and custom fields, every conversation by channel, calls with transcripts, tasks, bookings, orders, lead form submissions, the timeline, and the files exchanged (photos, voice notes, attachments). The file is deleted after 7 days, and the contact’s timeline records that an export was requested.Funnel stages
Stages are defined per workspace, so your funnel matches how you actually sell (for example: Nuevo lead, Calificado, En propuesta, Cliente). Set a contact’s stage from the contact view, and watch the distribution on the Dashboard’s Contacts by funnel stage chart. Update the stage the moment you learn something, not at the end of the week. It is one click in the place you already are, and it is the difference between a pipeline view you trust and one you ignore.Editing your stages
Admins define the stages themselves from the Funnel stages button in the Contacts header. Each stage gets an emoji, a name, and a description. Write the description well, because it tells both your team and the AI when the stage applies. Drag to reorder. Order matters: when a contact qualifies for several stages the AI picks the one highest in the list. One stage is the initial stage, where every new contact from your channels lands first.
Board view
You can switch the contact list to a Board view that groups contacts into columns by a single-select property like funnel stage, then drag a contact from one column to the next as it moves forward. It is the fastest way to work a pipeline by hand. Saved views let you keep the filters and layout you use most.Filtering and segments
The contact list searches by name and filters by many criteria, so questions like “qualified leads from Instagram” are a filter away. Selecting contacts brings up the bulk-action toolbar: Send WhatsApp template (which is how a broadcast starts), Export CSV, or delete.
A segment is a saved filter with a name. Define the conditions once (“stage is Cliente”, “origin is Instagram”) and every contact who matches, today or in the future, belongs to it automatically. There is no manual adding or removing; the membership is always live. Admins create them from the Segments button in the Contacts header, and each segment’s page shows its current members with a Send WhatsApp template button for messaging the whole group. Deleting a segment never touches the contacts in it.
