Contacts and labels
Contacts are the phone numbers you message, with their labels and consent status. Every campaign audience is built from this list.
Adding contacts
To add a contact by hand, enter a phone number and a name. We then record that consent was entered manually, with the date.
For larger numbers, import a CSV file.
Importing a CSV
Import takes 3 steps: pick the file, map the columns, import. We read the file by the usual CSV conventions, so quotes, commas inside a field, and line breaks inside a field all survive.
Four kinds of column are detected automatically from their headers, in Dutch or English: the phone number, the name, a label, and consent. If the guess is wrong, you correct it in step 2.
Any other column can be ticked as a custom field. Those land on the contact and can be used later as a template variable, say a booking reference or a location.
Labels
A label groups contacts. Create one with a color, see how many contacts have it, and filter the list by it. You can add labels from the contacts page, from the inbox, or automatically through a flow or integration.
In the campaign wizard you pick one or more labels and say whether a contact has to match any of them or all of them.
Consent and opting out
For each contact we store whether they consented, where, and when. If you manually opt someone out or back in, the change is recorded in an audit log.
In Settings under Privacy & opt-out, you set the stop words and the reply people get when they opt out. There's 1 stop word by default, and you can add more. Opted-out contacts are excluded from campaigns.
Several contacts at once
Select a range of contacts and run one action across them: add a label, remove a label, opt out, or delete.
What isn't in there: saved segments. You filter by label each time. The filter is saved with the campaign, so you can always see who it went to.