Contacts Overview

The Contacts module is Resool's customer database. Everyone who writes to you on any connected channel (WhatsApp, Messenger, Instagram, email, website chat and more) is added automatically as a contact, so one list holds every customer with their channels, lifecycle stage, tags and custom fields. You use it to find people, group them into segments for broadcasts, add or import contacts by hand, and keep companies and the people who work there linked together.

#Before you begin

• You need the See contacts permission to open Contacts. Adding, editing, importing and merging contacts needs Create and edit contacts. Exporting needs Export contacts.
• With the default roles, Owners, Admins and Managers can do everything. Agents can view, add and edit contacts but can't export them. Viewers can only look.
• Members without See contact emails and phone numbers see emails and phone numbers partly hidden. See Contact data and privacy.

#The Contacts page

Click Contacts in the left menu. The page has a side panel on the left and the contact table on the right.

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Contacts

The Contacts page with the side panel (People/Companies switch, All, Lifecycle stages with counts, Segments, Blocked Contacts) and the table with the Name, Channel(s), Lifecycle, Email, Phone and Tags columns filled with demo contacts.

File: screenshots/contacts-overview-list.png

The side panel lets you switch what the table shows:

• People and Companies: switch between contacts and the companies they belong to. See Companies.
• All: every contact.
• Lifecycle: one row per lifecycle stage, with the number of contacts in it. Shown when lifecycle stages are turned on. See Lifecycle stages.
• Segments: your saved segments. Hover a segment and open its menu to Edit, Rename or Delete it. See Segments.
• Blocked Contacts: contacts blocked from the Inbox. Their messages don't reach your inbox.

#How to find a contact

• Search: type in Search by name, email or phone at the top of the table.
• Filter: click the filter icon to open Filter Contacts. Click Add filter and pick a category: Contact Field, Lifecycle, Channel, Contact Tag, Time Since Last Incoming Message, Open Conversation or Conversation Label. Combine filters with And or Or, and use Add filter group for more complex rules. The panel shows how many contacts match. Click Save as Segment to keep the filter, or Reset Filter to clear it.
• Pages: choose how many rows to show under Contacts per page (25, 50, 100 or 200) and move between pages with the arrows.

Click any row to open the contact's page. See Contact profile.

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Contacts › filter icon

The Filter Contacts panel open on the right with two filters (Lifecycle is Hot Lead, Contact Tag has VIP), the contact count at the top, and the Reset Filter and Save as Segment buttons.

File: screenshots/contacts-overview-filter.png

#How to choose the columns

1. Open the menu next to Add contact and choose Customize Columns.
2. Turn columns on or off: Channel(s), Lifecycle, Company, Email, Phone, Tags, Country, Language, Last Message and Date Added. Name is always shown.
3. Drag a row (or use Move up and Move down) to change the order. Reset to default brings back the original columns.

You can change a contact's lifecycle stage straight from the Lifecycle column without opening the contact.

#How to add a contact

1. Click Add contact.
2. Under What are you adding?, keep Person selected.
3. Fill in the details: First name, Last name, Email, Phone, Language, WhatsApp marketing, companies, Tags and any custom fields.
4. Click Create, or Create and open chat to start a conversation right away.

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Contacts › Add contact

The New Contact dialog with "What are you adding?" set to Person, First name, Last name, Email and Phone filled in, a tag chosen, and the Create and "Create and open chat" buttons.

File: screenshots/contacts-overview-add.png

If a contact with the same email or phone already exists, Resool opens the existing contact instead of creating a second one.

To add many contacts at once, see Importing contacts.

#How to export contacts

Open the menu next to Add contact and choose Export CSV. The file contains the contacts in the current view, including your filter, search or segment, with their name, email, phone, language, tags, date added and custom fields.

#How to delete a contact

1. Open the contact.
2. Click the ⋯ menu at the top right and choose Delete contact.
3. Confirm. The contact is removed from lists and segments. Their conversations stay in the Inbox.

To remove a contact together with their conversations and messages, use Erase personal data instead. See Contact data and privacy.

#FAQ and troubleshooting

#How do contacts get into Resool?

Automatically, when someone messages you on a connected channel. You can also add them by hand, import a CSV or Excel file, or sync them from a connected app such as a CRM.

#Why do I see "Partly hidden" and masked emails or phone numbers?

Your role doesn't include See contact emails and phone numbers. Ask an Owner or Admin to change your role if you need full details. You also can't filter on email or phone without this permission.

#Why don't I see the Lifecycle section or column?

Lifecycle stages are turned off for the workspace. An Owner or Admin can turn them on in Settings › Lifecycle.

#Why is the export option missing?

Your role doesn't include Export contacts. Agents and Viewers can't export by default.

#How do I unblock a contact?

Open the contact's conversation in the Inbox (the Inbox also has a Blocked Contacts view) and click Unblock in the reply area. Their new messages reach the Inbox again.

#What's next?

• Contact profile
• Segments
• Importing contacts
• Merging contacts