Managing contacts

The Contacts page is every customer in one table — search it, filter it into segments, export it, and add new Contacts before they've ever messaged you.

Open it from Contacts in the left navigation. Each row is one customer; the columns show their details and contact fields.

How Contacts are created

Most Contacts are created automatically — when a customer messages you on any connected channel, Zaapi creates a Contact (or links the Conversation to an existing one — see Merging contacts). You only need to create a Contact manually when you want a customer in Zaapi before their first message, such as a lead from an event or an offline order.

Create a contact

1. On the Contacts page, click Create contact.

2. Enter a First Name (required).

3. Add their last name, phone number (with the right country code), and email if you have them.

4. Click Create contact.

Add a phone number or email if you can. That's what Zaapi uses to automatically link this Contact to their Conversations when they message you later.

Search and filter

• Search by name or username to find a specific customer.

• Filter to build a segment. Click the filter icon, add a condition (e.g. Status is one of VIP), and click + to stack more conditions. Filters work on contact fields too — including your custom ones — so you can slice by anything you track: Newsletter Subscribed = Yes, Industry = Retail, Account Owner = you.

• Click Reset to clear everything and see all Contacts again.

Export contacts

Click Export to download your Contacts with their details and fields. Apply filters first to export just a segment — for example, every customer with Product Interests = Snowboards for a campaign list.

Use exports for CRM imports, broadcast audience planning, or analysis in a spreadsheet.

View and edit a Contact

Click a Contact to open their full record, or click View contact in the Ticket sidebar while you're chatting with them. Any field you edit saves automatically — and because fields live on the Contact, the change is visible on every one of their Conversations, on every channel.