Contacts and segments

• One at a time: on the Contacts page, click Add contact.
• Automatically: when someone messages your WhatsApp number for the first time, we add them for you.
• Many at once: paste a list using Import contacts (see below).
• From your other tools: through a connected app (like Shopify, WooCommerce or HubSpot), or by your developer using the API.

1. 1On the Contacts page, click Import contacts.
2. 2Paste one contact per line, in this order: phone, name, tags. You can copy rows straight from a spreadsheet saved as CSV (a simple comma-separated file).
3. 3Name and tags are optional. To give someone more than one tag, separate them with a |, e.g. vip|newsletter.
4. 4Click Import contacts. If a phone number is already in your contacts, we update that contact instead of making a copy.

Always include the country code, starting with a plus sign, e.g. +91 98765 43210 or +44 1632 960961. We tidy up spaces and dashes for you. If we can't read a number, we'll tell you and skip it.

• For each contact, we keep a record of whether they agreed, how, and when.
• On the Compliance page, you can ask new contacts to confirm by message before you send them anything.
• If a contact replies STOP (or the same word in their language), they're unsubscribed automatically.
• Unsubscribed contacts won't get templates, campaigns or automatic messages. If they write to you, a team member can still reply within the 24-hour window they opened.

A segment is a saved group of contacts, for example everyone tagged vip. Campaigns are sent to segments. We work out who's in a segment at the moment you send, so it's always up to date.