A customer record that fills itself.
Every conversation adds to a list you never built.
A contact record is the single row that represents a customer: how to reach them, what they have bought, what stage of the relationship they are in, and whether they have agreed to be marketed to. In messaging, most of that information arrives inside conversations, so the record is built from what people say.
- Records created from conversations, not manual entry
- Typed custom fields, tags and lifecycle stage
- Consent recorded with its basis and source
- Identities linked across channels, merged on your say-so
How it works.
- 01
A message creates the contact
When someone writes for the first time, a contact is created with the channel identifier, the display name the platform gives, and the source that brought them in.
- 02
Enrich as you go
Tags, typed custom fields and notes are added by your team, by automation, or by the memory pass that reads the conversation.
- 03
Move the stage
Lifecycle stage moves from new lead through engaged, qualified, customer and beyond, by hand or as a flow step.
- 04
Keep it clean
Import a list, export for your own analysis, block a nuisance contact, and merge duplicates when a customer turns up twice.
Fields with real types
Custom fields are declared with a type, so a date behaves like a date and a currency amount is not a string that sorts alphabetically.
- Text, long text, number, currency, percent and checkbox
- Date, date and time, email, link and list
- Validation and coercion when a value is written
- Limits on field count and value length so a record stays a record
Lifecycle that means something
One ordered stage set is used everywhere: in filters, in segments, as a trigger for automation, and in the merge rule that keeps the furthest stage.
- New lead, engaged, qualified, customer, high value and churned
- Used as a segment condition and an automation trigger
- Merging keeps the furthest stage the customer reached
Identity across channels
Some identifiers travel between channels and some do not. A phone number can unify records, a platform-scoped identifier cannot, and the difference is respected.
- Phone numbers canonicalised, including regional digit variants
- Platform-scoped identifiers kept separate on purpose
- New identities linked to an existing contact, never silently stolen
- Merge folds conversations, messages, events, orders and memory into one record
Consent on the record
Consent is not a checkbox. Each grant and each withdrawal is recorded permanently, with the wording shown, the source, and where it came from.
- Basis, source, channel and purpose recorded
- Grant and revoke events kept as history, not overwritten
- Disclosure wording stored with the event
- Suppression respected on every later send
Import, export and block
Getting data in and out is part of owning it. A guided import maps your columns, export produces a CSV, and both respect member level restrictions.
- CSV import with column mapping to fields, tags and identifiers
- CSV export, recorded in the audit record
- Export can be restricted per person
- Blocking a contact stops automated replies to them
What it does not do.
Merging is a deliberate action. Records are never merged automatically on a guess.
An imported contact is not an opted-in contact. Marketing on WhatsApp still needs a consent basis.
Export covers contacts. There is no single export of an entire workspace.
Common questions
Do I have to create contacts manually?
- No. A contact is created the first time someone messages you, with the channel identifier, display name and source already filled in.
What custom field types are available?
- Text, long text, number, currency, percent, date, date and time, checkbox, email, link, url and list, each validated when written.
How are duplicates handled?
- They are linked automatically where the two channels share something, such as a phone number. Merging two records is a deliberate action, and it is logged.
What happens when I merge?
- Conversations, messages, events, orders, memory and tags fold into the surviving record, and the furthest lifecycle stage is kept.
Can I import an existing list?
- Yes, with column mapping. Note that an imported WhatsApp contact still needs a consent basis before marketing content can be sent to them.
Is consent stored per channel?
- Yes, with a purpose as well, so transactional and marketing permission are separate.
Can I hide personal details from some team members?
- Yes. Member level restrictions can mask phone numbers and email addresses and limit an operator to their own contacts.
What does blocking do?
- A blocked contact is skipped by automated replies and kept out of the working queue, without deleting the history.
The reason a customer comes back a second time.