Contacts

Overview

The Contacts section replaces the old lead-only view. That view only showed conversations with captured contact info. Contacts shows the people connected to your business, including customers who have messaged, commented through automations, been tagged by flows, or were synced from supported channel data.

Use Contacts when you want to search for a person, review their channel, update their stage, manage tags, add internal notes, open the conversation, or export a filtered list for follow-up.

What Contacts Store

A contact can include:

• Profile identity: display name, username or handle, profile image, email, phone, and channel-specific ID.
• Channel: Instagram, Facebook, WhatsApp, SMS, or Telegram.
• Classification: stage, tags, and lead score.
• Internal notes: private notes visible from the contact profile and the conversation profile panel.
• Activity: first seen, last active, message count, and related conversation data.

Tags and notes are contact-controlled data. Translation and message automation should not rewrite them; they are used for segmentation, team context, and reporting.

How Contacts Are Created

1. A customer interacts with your business on a connected channel.
2. ChatGenius creates or updates the matching contact for that channel identity.
3. Messages, comment triggers, flows, tags, notes, and contact info keep updating the same contact profile.
4. The contact becomes available in Contacts for search, filtering, editing, export, and opening the related conversation.

If a conversation is deleted, the contact can remain with its saved profile details, notes, tags, score, and stage. If the contact itself is deleted, the related contact data and associated conversations are removed together.

Search, Filters, and Export

The Contacts list supports fast searching and filtering without leaving the page.

• Search: name, username, email, phone, handle, or channel identity.
• Temperature: All, Hot, Warm, Cold, or Never Messaged.
• Stage: New, Contacted, Qualified, Customer, Lost, or any supported stage value.
• Channel: Instagram, Facebook, WhatsApp, SMS, or Telegram.
• Tag: filter by one of your custom or system tags.
• Sort: recent activity, score, name, or newest contacts.

CSV export

Export downloads the contacts matching your current filters. The CSV includes practical follow-up fields such as name, username, email, phone, channel, stage, score, temperature, tags, first seen, last active, message count, and notes where available.

Team members only export contacts they are allowed to see based on their channel permissions.

Editing Contacts

Open a contact to manage the profile without leaving the Contacts section. From the panel you can:

• Edit saved name, email, and phone.
• Change the contact stage.
• Add or remove tags from that contact.
• Create new tags from the tag manager.
• Save internal notes for your team.
• Open the related conversation.
• Delete the contact when it should be fully removed.

Internal notes are shared with the conversation profile panel, so your team does not have to check two separate note systems.

Lead Score & Stage

Each contact has a lead score from 0 to 100. The score is based on current engagement and intent signals, not just whether an email or phone was captured.

• Hot: 70 or higher.
• Warm: 40 to 69.
• Cold: under 40.

Common positive signals include captured email or phone, both email and phone, urgency, comment trigger engagement, flow intent, positive sentiment, message volume, and recent activity. Negative or low-intent signals can keep the score lower.

Stages are manual workflow labels. Scores tell you how engaged the contact looks; stages tell your team where that contact is in your process.

Team Permissions

Contacts respects team channel permissions. A team member who only has access to specific channels should only see, open, edit, and export contacts from those channels.

This keeps Contacts aligned with the same access model used by the inbox.

Deletion Behavior

There are two different deletion paths:

• Delete a conversation: removes the conversation, but the contact profile, notes, tags, stage, and score can remain.
• Delete a contact: removes the contact and the associated contact-owned data. Related conversations are also removed when the contact is deleted from the Contacts panel.

Use conversation deletion when you only want to clean up a thread. Use contact deletion when the person should be removed from Contacts entirely.

FAQ

Is Contacts replacing the old lead-only view?

Yes. Contacts is the new customer profile and segmentation view. It includes lead-style scoring, but it is broader than the old dashboard.

Why does a contact show “Never Messaged”?

The person exists as a contact but does not have a message thread yet, or the available channel data was created before a conversation was started.

Can I still export leads?

Yes. Use the Contacts filters to narrow the list to the segment you want, then export. The export follows the filters currently set on the page.

Are notes duplicated between Contacts and Conversations?

No. The notes shown in Contacts and the conversation profile panel refer to the same internal contact notes, so updates from either place stay consistent.

Why is a score lower than expected?

The score is calculated from multiple signals. A contact can have an email or phone and still score lower if there is little engagement, no recent activity, or no strong intent signal.

Next Steps

• Team Inbox for replying to customer conversations.
• Comment Triggers for tagging and starting conversations from public engagement.
• Visual Flow Builder for applying tags and stages through automations.
• Broadcasts for sending approved WhatsApp templates to tagged contact segments.