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Managing Contacts and Customer Profiles

Table Of Contents

The Contact List page is where you manage all customers saved in your WhatsApp workspace. From this page, you can create new contacts, edit existing profiles, assign contacts to groups and agents, organize contacts with labels, import contacts from Excel, search/filter contact records, and delete contacts when needed.

Contacts are used across the platform for Live Chat, broadcasts, templates, automation, reporting, and customer segmentation.

✅ Before You Begin #

Before managing contacts, make sure:

  • Your user has permission for Contacts.
  • Contact groups are created if you want to organize contacts by audience.
  • Contact labels are created if you want to classify contacts by type.
  • Agents are created if you want to assign contacts to team members.
  • Imported contact files use the provided Excel template.

Permissions affect which buttons you can see:

  • View: Open the Contact List.
  • Add: Create contacts and import contacts.
  • Edit: Edit contact profiles.
  • Delete: Delete contacts.

📍 Where to Find It #

Go to:

Contacts → Contact List

The page title is Contact List, and the header shows the total number of contacts currently matching your search/filter.

📋 Contact List Overview #

The table displays your contacts with key profile and WhatsApp information.

Each row can show:

  • ID
  • Full Name
  • Profile photo
  • Last contacted date
  • WhatsApp profile name
  • Email
  • Mobile number
  • WhatsApp username
  • Business Scoped User ID
  • Subscription status
  • Reward status
  • Contact label
  • Contact source
  • Date created
  • Edit/Delete options

🧾 Contact Details Shown in the Table #

👤 Full Name #

The contact name appears with the customer profile photo.

Clicking the name opens the edit contact modal if you have edit permission.

📅 Last Contacted #

The table shows the last communication date when available.

This helps identify recently active contacts.

🟢 WhatsApp Profile Name #

The platform stores the customer’s WhatsApp profile name when available.

This may be different from the saved contact’s full name.

📞 Contact Details #

The Contact Details column includes:

  • Email
  • Mobile number
  • WhatsApp username
  • Business Scoped User ID

The Business Scoped User ID is useful for WhatsApp Cloud API identity handling, especially where Meta provides a business-scoped customer identifier.

🟢 Contact Status #

Each contact has a subscription status:

  • Subscribed: The contact can receive message templates.
  • Un-Subscribed: The contact is skipped for template sending.

Important: Message templates are sent only to subscribed contacts. If a contact is unsubscribed, broadcasts and template sends may skip that contact.

🎁 Reward Status #

Contacts can show one of these statuses:

  • Rewarded
  • Not Rewarded

This appears as a badge in the Contact List and is also visible when editing the customer profile.

🏷 Contact Label #

A contact label is used to classify contacts.

Examples:

  • Lead
  • Customer
  • VIP
  • Supplier
  • Partner
  • Support Case

Labels can later help with filtering, segmentation, and campaign targeting.

🔎 Quick Search by Mobile Number #

Use the search box in the top-right of the Contact List.

Steps:

  1. Enter the contact mobile number.
  2. Click the search icon.
  3. The table reloads with matching results.

If you clear the mobile number field, the page automatically reloads the full list.

🔍 Advanced Search and Filters #

Click the filter button to open the search modal.

You can filter contacts by:

  • Date Created From
  • Date Created To
  • Contact Status
  • Contact Label
  • Gender
  • Contact Name
  • Address

After choosing your filters, click Search.

To remove filters, click the clear filter button.

📄 Pagination #

The Contact List supports pagination.

At the bottom of the table, use the page controls to move between pages.

Your current search and filter values are preserved when moving between pages.

➕ Creating a New Contact #

Click Create Contact to open the contact form.

Required fields include:

  • Full Name
  • Mobile Number
  • Status
  • Address

Optional fields include:

  • Profile photo
  • Contact label
  • Assigned groups
  • Assigned agents
  • Email
  • Gender
  • Birth date
  • Language
  • Customer source

Then click Create Contact.

If the contact is saved successfully, the list reloads and shows a success message.

🖼 Adding a Contact Profile Photo #

Inside the contact modal:

  1. Click the camera badge on the profile image.
  2. Select an image file.
  3. The image preview updates.
  4. Save the contact.

Supported image formats include:

  • PNG
  • JPG
  • JPEG
  • GIF

The image must be within the allowed upload size configured for the platform.

You can also click the delete icon on the profile photo to clear the saved image.

📱 Mobile Number Format #

The mobile number must be valid and contain only digits.

The form help text says:

  • Include the country code.
  • Do not include the + symbol.
  • Use the required WhatsApp number format.

If the mobile number is invalid, the system shows:

Invalid Mobile Number. It must contain only digits and be between 10 and 15 characters long.

🏷 Assigning a Contact Label #

Use the Contact Label to classify the contact.

Steps:

  1. Open the contact form.
  2. Select a label from the Contact Label dropdown.
  3. Save the contact.

If the label does not exist, users with Contact Types permission can create one directly from the contact modal.

➕ Creating a Contact Label from the Contact Form #

To create a new label while creating or editing a contact:

  1. Click the plus button beside Contact Label.
  2. Enter the new label name.
  3. Click Create Contact Label.
  4. The label list refreshes.
  5. Return to the contact form and select the new label.

👥 Assigning Groups #

Groups help organize contacts for broadcasts and segmentation.

Steps:

  1. Open the contact form.
  2. Use Assigned Groups.
  3. Select one or more groups.
  4. Save the contact.

You can assign multiple groups to one contact.

➕ Creating a Group from the Contact Form #

Users with Contact Groups add permission can create groups without leaving the form.

Steps:

  1. Click the plus button beside Assigned Groups.
  2. Enter Group Name.
  3. Optionally enter Description.
  4. Click Create Group.
  5. The group list refreshes.
  6. Select the group for the contact.

🧑‍💼 Assigning Agents #

Use Assigned Agents to link contacts with team members.

Steps:

  1. Open the contact form.
  2. Select one or more agents under Assigned Agents.
  3. Save the contact.

This is useful when contacts should be handled by specific agents in Live Chat or operational workflows.

🌐 Language #

The Language field stores the customer’s preferred language.

This can be useful when preparing template messages, broadcasts, automation, or personalized communication.

🧭 Customer Source #

Use Customer Source to record where the contact came from.

Examples:

  • Website
  • Instagram
  • WhatsApp Ad
  • Manual Entry
  • Import
  • Event
  • CRM

This field helps with reporting and segmentation.

✏️ Editing a Contact #

To edit a contact:

  1. Click the contact name or edit icon.
  2. The contact form opens in Edit Contact mode.
  3. Update the required fields.
  4. Click Edit Contact.

The edit form can show additional WhatsApp identity fields:

  • WhatsApp Username
  • Business Scoped User ID
  • Reward Status

These fields are displayed as read-only information.

🗑 Deleting a Contact #

To delete a contact:

  1. Click the delete icon.
  2. A confirmation modal appears.
  3. Click Delete to confirm.

If deletion succeeds, the page returns to the Contact List with a success message.

Use this carefully because deleted contacts may no longer be available for campaigns, segmentation, or customer lookup.

📥 Importing Contacts from Excel #

Click Import to upload contacts in bulk.

The import modal includes:

  • Download link for the Excel template.
  • Group selection.
  • File upload.
  • Optional contact label.

Steps:

  1. Click Import.
  2. Download the XLSX/XLS template if needed.
  3. Select one or more groups.
  4. Upload the completed Excel file.
  5. Optionally choose a contact label.
  6. Click Import & View Report.

The system sends you to the import validation/report page.

📄 Import File Requirements #

The upload accepts Excel files:

  • .xlsx
  • .xls

The browser validates:

  • File extension.
  • File size.
  • Group selection.

If the file is invalid, the system warns you before uploading.

The backend also validates the file type and the configured file-size limit.

👥 Import Group Requirement #

When importing contacts, at least one group must be selected.

If no group is selected, the system highlights the group field and shows:

Please select at least one group.

This ensures imported contacts are organized immediately.

📊 Import Report #

After uploading the Excel file, the system opens Import Contacts – Report.

The report shows:

  • Total records
  • Total valid data imported
  • Total invalid data
  • Record ID
  • Mobile number
  • Validation result

The import runs as a background job.

While the file is being processed, the report displays a loader.

When processing finishes, the report shows an import-completed message.

🛑 Aborting an Import #

On the import report page, click Abort Importing Data to cancel the background import job.

After cancellation, the system redirects back to the Contact List with a success message.

⚠️ Import Limitations and Errors #

You may see warnings when:

  • No file is selected.
  • File size exceeds the configured Excel upload limit.
  • File extension is not .xlsx or .xls.
  • Another import job is already processing.
  • Rows contain invalid data.
  • Mobile numbers already exist.
  • Required columns are missing or invalid.

If the system is still reading a previous import file, it may show:

The system is still reading the CSV file

Even though the upload accepts Excel files, this message refers to the background reading process.

🔗 Automation and Integrations #

When a contact is created or updated, the platform can trigger connected integration workflows, such as Zapier, if integration is enabled for the company.

This means contact changes can be shared with external systems automatically.

✅ Best Practices #

  • Always include the country code in mobile numbers.
  • Keep contacts subscribed only when they agreed to receive messages.
  • Use groups for campaign audiences.
  • Use labels for customer segmentation.
  • Assign agents when contacts require ownership.
  • Keep the customer source updated for reporting.
  • Download and use the provided Excel template before importing.
  • Review the import report after every bulk upload.
  • Avoid deleting contacts unless you are sure they are no longer needed.

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Updated on May 31, 2026