Contacts Overview
Using Contacts
Section titled “Using Contacts”Contacts lists customers who have sent messages through connected channels.
Find a contact
Section titled “Find a contact”- Select Contacts from the left navigation.
- Choose
All,WhatsApp,LINE, orWeChat. - Search by customer name or contact number.
- Select the eye icon to open the details.
Manage customer information
Section titled “Manage customer information”From the customer details view, you can edit the name and manage:
- Connected channels
- Customer tags
- Internal notes
- Block status
- Previous conversations
Using tags and notes
Section titled “Using tags and notes”Use short, consistent tag names for search and classification, such as VIP, Awaiting Booking, or Follow-up.
Use notes for internal information that should not be shown to the customer. Record personal or sensitive information only when required by your organization’s privacy policy.
Block and Opt-out
Section titled “Block and Opt-out”Both stop you from sending messages to a contact. They differ in who asked for it and whether you still receive the customer’s messages.
| Opt-out | Block | |
|---|---|---|
| Who decides | The customer asked not to receive messages | Your team blocks the contact |
| Messages from the customer | Received as usual | Discarded without being saved |
| Messages to the customer (1:1, broadcasts, auto-replies, welcome messages) | Not sent | Not sent |
| After removing it | Messaging resumes | Messages sent while blocked stay unavailable |
To review or undo either one, go to Contacts > Safety and open the Opt-out or Blocked tab.