Contacts

A contact is a person your brand has interacted with through an automation or a conversation: someone who commented your keyword, replied to a story, entered through a link, or messaged you.

Where a contact comes from

Contacts are created by interaction, not imported from a list. Someone has to have contacted you, or acted on something of yours, to exist here, which is also what makes messaging them permissible in the first place.

What is stored

• Which platform they came from, and their identity on it.
• Tags: labels applied by your automations or by you.
• Custom fields: values your flows set, such as what they asked about.
• Their conversation history.

Tags and fields are what make this useful later

A contact record with no tags is a name. The add tag and set custom field actions in your automations are what turn the list into something you can act on. See segments, which are built entirely out of these.

Tag at the moment of the interaction. Nothing can reconstruct later what somebody was asking about in March.

What this is not

It is not a sales CRM, and it is not a mailing list. There are no deal stages, no pipeline, and no way to upload a spreadsheet of addresses and start messaging them. Contacts exist because automations need somewhere to remember people; the permission to contact them comes from their action, not from your database.

Per brand

Contacts belong to a brand. Switching brands switches the list. See working with multiple brands.