Contacts Overview

Everyone who has messaged you through a connected channel ends up here. Contacts are the people behind your conversations — where you learn about them, organize them, and keep track of who needs follow-up.

The three contact views

Click Contacts in the sidebar and you'll see three views:

• All — Every contact in a searchable table
• Leads — A visual board for tracking potential customers
• Segments — Your saved groups of contacts

Which view to use

All Contacts is best for:

• Day-to-day contact management
• Searching for specific people
• Bulk updates or exports
• Editing contact details

Leads is best when you want to:

• See your pipeline at a glance
• Focus on follow-ups
• Track where each lead stands

Segments helps you:

• Create smart groups that update automatically
• Target specific types of contacts (like "VIP customers" or "Needs follow-up")
• Organize without manual sorting

Terms to know

• Contact — Someone who's messaged you on any channel, or who you've imported
• Segment — A saved filter that automatically groups matching contacts
• Custom Fields — Extra info you track, like "Plan type" or "City"

Going deeper

Getting organized

• Segments — Create groups that update themselves
• Custom Fields — Track the details that matter to you
• Labels — Tag and categorize contacts

Reaching out

• Campaigns — Message specific segments
• WhatsApp Templates — Approved templates for outreach

Understanding your contacts

• Conversation Insights — See engagement patterns
• Marketing Insights — Track how campaigns perform

Related guides

• All Contacts — The full table view
• Leads Board — Visual pipeline tracking
• Segments — Creating and managing groups