The Contacts module function acts as an address book within the software, allowing you to add, organize, and manage contacts across communication channels.
On this page you have the following options:
Overview Contacts
The Overview section provides a list of all contacts in your account, showing only the contacts associated with the channels and teams that you have permission to view.
Contacts are linked to individual channels, making each contact unique per channel. For example, if a contact communicates through both Instagram and WhatsApp, they appear as two distinct entries. This structure allows agents to handle channel-specific conversations and organize contacts based on communication type.
Filter options let you view contacts based on Favorites, Labeled Contacts, or All Contacts. If you do not see any contacts in the list, check that the filter is set to All Contacts.
You can use the search bar to find a specific contact quickly.
Clicking on a contact in the list reveals the following details:
- Conversation History: View the conversation you’ve had with this contact.
- Channel Information: The bottom-right corner displays the channel associated with the contact.
- Profile tab: Shows the contact’s profile information.
- Media tab: Displays media files shared during conversations with the contact.
- Lists tab: Shows the Campaign module lists, the contact is registered on the lists shown in bold.
Under the More option, you have the following features:
- Edit Contact: Update information such as email address or add custom fields, including details like “Account Manager,” “Country”, or “Product Purchased”. These details become visible to agents during conversations, helping them better assist the contact.
-
Notes: Add notes to the contact’s profile. Notes appear in all interactions with the contact, allowing agents to share useful information across conversations. You can also add notes to conversations instead of contacts. Watch the video below where our Spotler Message expert Marcel walks you through creating notes.
- Favorites: Mark the contact as a favorite for easy filtering.
- Block: Block the contact to prevent future conversations. You can unblock a contact via the link in the notification that appears for blocked contacts.
Add Contacts (Manual)
Use the manual option to add a single contact directly into the software. This method is beneficial when adding a new contact for immediate interaction or for contacts not in bulk import files.
To manually add a contact, follow these steps after clicking Add and selecting Manual:
Step 1: Channel
Select the channel you want to use to communicate with this contact. Each contact can only be associated with one channel to maintain a unique record for each type of communication. If you need to reach the same phone number via both SMS and WhatsApp, add it in each channel individually.
Step 2: Details
Fill in the contact’s details. Enter phone numbers using the international format but omit the ‘+’. For example, the Dutch number +31612345678 should be entered as 31612345678. Agents will see these details during conversations with this contact, aiding them in personalizing responses.
Add Contacts (Import)
The import option allows for the bulk addition of contacts from a CSV file, streamlining the onboarding process for large contact lists. This method is useful for regularly updating contact lists, adding extra information to existing contacts or adding multiple new contacts efficiently.
Importing contacts for a specific campaign?
Don't upload here, but upload your contacts directly in the Campaign module, because then they will automatically be placed in a list you can use for your campaign.
To add contacts via import, follow these steps after clicking Add and selecting Import:
Step 1: Channel
Select the channel you want to use for these contacts. Each contact remains unique to its channel.
Step 2: Details
Here, you define the conditions your import file must meet.
- Existing Contacts: Choose Update to replace details of existing contacts or Ignore to keep them as they are.
- Delimiter: Select either Comma or Semicolon to match your file’s field separator.
- File Format: make sure your import file is based on one of these formats:
Version 1
| phoneNumber | name | reference | custom field 1 | custom field 2 |
|---|---|---|---|---|
| 31612345678 | Eva | reference 1 | custom_value1 | custom_value2 |
| 31687654321 | Chris | reference 2 | custom_value1 | custom_value2 |
Version 2
| phoneNumber | custom field 1 | custom field 2 |
|---|---|---|
| 31612345678 | custom_value1 | custom_value2 |
| 31687654321 | custom_value1 | custom_value2 |
Assign fieldnames as column title
The first column should contain the phone number, but you are free to determine the custom fields. These are optional. However, each column must have a title. The column titles will automatically be added as custom fields to the contact.
Step 3: Import
Upload your CSV file from your computer, or drag it into the designated window. If the file meets the specified settings, the contacts will display in a list, allowing you to review and remove specific entries before finalizing the import by clicking Import. This is an example of the Version 1 import:
If your file does not meet the specified settings, you will see the following screen. For example if the contacts need to be added to a WhatsApp channel, but the list does not contain mobile numbers. Or the file is not a CSV. Change the settings or the file, click on Delete and try again to upload.
This is the result of a contact that is successfully imported with the Version 1 template:
All imported contacts will be visible in the Contacts module. Please make sure that your filter is on All contacts.