Find and select contacts

Steps

1. Step 1 of 9

   Open Contacts

   Contacts gathers the people your company talks to.

   Contacts is under Conversations, in the menu on the left. A contact is a person your company talks to, such as a customer or a prospect: it has a first name, a last name, a mobile with its country code, an optional email, a language and the attributes your company created, such as City or Segment. As an advisor, you see only the contacts assigned to you. With administration permissions you see the whole team’s contacts, with the Assigned to column, and every send goes out in the name of each contact’s advisor. In the header, New contact creates a contact, assigned to whoever creates it. Mass marketing campaigns are not sent from here: they have their own module, Campaigns.

   • Under Conversations, in the menu
   • Advisor: only your contacts
   • Administration: the whole team

   Watch step 1 on the screen

2. Step 2 of 9

   Read each contact

   Each row shows a contact and where things stand with it.

   Each row is a contact. Contact shows the name and, under it, the email or No email; Mobile shows the number with its country code. Connection status and Attempts tell where the chat with the contact stands, and Responsiveness how likely it is to reply (the next two steps). Last activity shows the channel and how long ago the last message or call was; resting the pointer on the icon shows who wrote to whom and the exact date. The table is sorted by Last activity, most recent first, loads more contacts as you scroll and says at the bottom how many it shows out of how many. In Columns you choose the columns you see, including any contact attribute. Click a row to open the contact’s information: its data, which you can edit right there, its chats, and Go to chat or Start chat.

   • Name, email and mobile
   • Last activity: channel and how long ago
   • Click the row: the contact’s information

   Watch step 2 on the screen

3. Step 3 of 9

   Understand the connection status

   The connection status says whether there is already a chat with the contact.

   Connection status has three values. Open: the contact answered and there is an open chat, that is, an ongoing conversation with them. Never connected: a WhatsApp template was sent to open the chat, but the contact never answered it. A WhatsApp template is an approved message used to start a conversation. Never contacted: nothing has been sent to the contact yet. For never connected contacts, Attempts counts how many templates went without a reply; resting the pointer on it shows the last one and its date. A contact can have several chats, one per line and person: you see one pill per status, for example Open × 2, and the chevron on the last one opens Chats with their name, showing who each chat is with, its line and its status.

   • Open: the contact answered
   • Never connected: template without a reply
   • Never contacted: nothing sent yet

   Watch step 3 on the screen

4. Step 4 of 9

   See who usually replies

   Responsiveness says how likely the contact is to reply.

   Responsiveness tells whether the contact replies when written to and how fast, from its last 12 attempts and in business hours: High, 65 to 100; Medium, 30 to 64; and Low, 0 to 29. It does not measure how often you write. Resting the pointer on the pill shows the score, how many times the contact replied and how long it usually takes. A contact with no history starts at 20, Low.

   • High, Medium or Low
   • From its last 12 attempts
   • No history starts at 20

   Watch step 4 on the screen

5. Step 5 of 9

   Search for a contact

   The search finds a contact in seconds.

   Search contacts finds a contact by name, mobile, email, company or city, regardless of accents or capital letters; with administration permissions, also by its advisor. The search works on the active view and filters. When the search changes, the table goes back to the top and the selection clears.

   • Name, mobile, email, company or city
   • Regardless of accents or capitals
   • It clears the selection

   Watch step 5 on the screen

6. Step 6 of 9

   Use the views

   The views show the contacts by status, with their count.

   The Saved views button carries the name of the active view, All contacts at first. It opens the default views, each with how many contacts it has: All contacts; Reply pending, when the contact wrote last and is waiting for your reply; Waiting on contact, when you replied last; Never connected; Never contacted; and Duplicates, contacts with the same mobile or the same email. The counts take the filters into account, but not the search. Under them are your personal views and, at the end, Save current view. Choosing a default view keeps your filters; choosing a personal view applies its own. The same views are the six cards above the table, each with its count and its share of the total: choosing a card opens that view.

   • Each view with its count
   • Reply pending: your turn to reply
   • Below, your personal views

   Watch step 6 on the screen

7. Step 7 of 9

   Filter by an attribute

   Filter narrows the table by any field of the contact.

   Filter opens every field you can filter by, whether it is shown as a column or not: first Contact attributes, the ones your company created, such as Company, City or Segment; then Status, Activity and Bridge fields. Search fields finds them by name. Choose a field to see its values, each with how many contacts have it, and No value for those that have none. Tick the ones you want, for example Medellín and Cali in City, and choose Apply. A text attribute also filters by Contains, and a number attribute by a From and To range. Clear unticks the values, and All fields goes back to the list.

   • Contact attributes first
   • Each value with its count
   • Tick the values, then Apply

   Watch step 7 on the screen

8. Step 8 of 9

   Adjust and save the filters

   Active filters become chips you can adjust.

   Each active filter becomes a chip next to Filter, for example City: Medellín +1, and Filter shows how many filters are on. Click the chip’s text to change its values, or the × to remove it; Clear filters removes them all. Several values in one filter add contacts: Medellín or Cali. Several filters apply together: City and Segment. To use the same combination again, open Saved views and choose Save current view: type the View name and choose Save. The view joins your personal views, which only you see, and it needs at least one filter.

   • Click the chip to change it
   • Several values: one or the other
   • Save the combination as a view

   Watch step 8 on the screen

9. Step 9 of 9

   Select the contacts

   The selection decides who gets the message.

   Tick the box of each contact you want to write to. The header box selects the contacts loaded in the table, and Select all 18 selects every contact in the view, even those not loaded. On the right you see how many are selected and Clear, which removes the selection. With contacts selected, Send message appears with their number. Export, the download icon, is always there: it exports the selection or, with none, every contact in the view, and the file arrives by email with all its attributes. With administration permissions, Assign to also appears, which reassigns the selection to another advisor. Next: Send a message to several contacts.

   • Tick the boxes
   • Select all 18: the whole view
   • Send message appears

   Watch step 9 on the screen