Campaigns Contacts

What is the “Contacts” section?

The Contacts section is where you manage the database of people who can become the audience for your campaigns.

• Purpose: It centralizes all contact information and allows you to organize audiences so that they can be targeted with specific campaigns.
  
• Value: By managing contacts and their tags, you can segment your audience and deliver campaigns only to the right groups, increasing relevance and engagement.
  
• Scope: This feature is part of the Campaigns module and works exclusively with your associated WhatsApp Cloud accounts. Campaigns can only be sent to contacts that have a valid WhatsApp phone number
  

Key Concepts

• Contact: A record in your database associated with a WhatsApp phone number. If a person interacts with multiple company numbers, they may appear more than once (one entry per Whatsapp cloud number).
  
• Tags: Labels used to group contacts. Tags allow segmentation and are required to target campaigns.
  
  • Normal Tags: Simple labels, e.g., “male”, “female”.
  • Valued Tags: Tags with a specific key–value structure, e.g., “city:Barcelona”. These allow richer segmentation.
    

How to use it

Pre-conditions

• Your organization must have at least one active WhatsApp Cloud phone number.
  

UI/UX Walk-through

• First, we see the WhatsApp Account dropdown, where we can filter contacts based on the WhatsApp Cloud phone number that is integrated.
• Next, there is a free text input field, which allows us to search for contacts by either phone number or name. In this example, we are searching for contacts named Jane.
• Then, under Filter by Tags, we can see an inclusive filter for the tag "dog", which means it will return all contacts that have the tag "dog".
• Finally, under Filter by Value Tags, we find a tag with both a name and a value. In this case, the tag is "gender-male", but it is set as exclusive. This means the filter excludes all contacts with the value "gender-male" from the results.
• As a result of the applied filters, we can see two contacts named Jane. Both of them have the tag "dog", and neither of them has a value tag for "gender" with the value "male".
• Above the contact list, you can see a Download button. This button generates a comma separated csv file containing all the filtered contacts in the proper format for import, including all their details, as shown in this other image.

CSV/Excel Format

The downloaded file also serves as a template for imports and updates.

• Required columns:
  
  • id → phone number including country code (e.g., 34666555444 for Spain).
  • name → any label for the contact.
• Optional columns:
  
  • tags → normal tags, separated by commas.
  • ValuedTag1, ValuedTag2, … → each valued tag is represented by its own column.
    

Example:

id,name,tags,gender,city

44687985632,Jane Smith,"cat, dog",female,london

44986523145,Jane Thomas,dog,female,manchester

id,name,tags,gender,city
44687985632,Jane Smith,"cat, dog",female,london
44986523145,Jane Thomas,dog,female,manchester

Rules for valued tags

• To update a valued tag, include the column and the new values.
  
• To remove a valued tag from all contacts, include the column but leave all values blank.
  
• If a valued tag column is omitted, it remains unchanged.
  

Post-conditions

• Contacts are stored in the database and tied to specific WhatsApp phone numbers.
  
• Once a contact is added, it cannot be deleted.
  
• Campaigns can only be sent to valid WhatsApp numbers with at least one tag.

Import Contacts

To import new contacts or update them:

1. Click the Import Contacts button.
   
2. Select the WhatsApp Cloud number you want to associate the contacts with.
   
3. Upload a file in CSV (comma-separated) or Excel (XLS/XLSX) format.
   

⚠️ Note: Only files that respect this format will be processed correctly.

Best Practices

✅ Always assign at least one tag to every contact, otherwise they cannot be included in campaigns.
✅ Use valued tags for structured data (e.g., city, age group, customer type) and normal tags for general labels.
✅ Before importing, download the CSV file to see the correct format and reuse it as a template.
✅ Apply filters before downloading to export only the relevant subset of contacts.
❌ Do not omit valued tag columns if you intend to remove them—leave them empty instead.