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👥 Contact Management

Learn to manage your customers in Chatwoot: create profiles, add custom information, organize with labels and track complete interaction history.

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📋 What are Contacts?

Contacts are your customer profiles in Chatwoot. Each contact can have:

• 📧 Email and 📱 Phone
• 💬 Complete conversation history
• 🏷️ Labels for organization
• 📝 Custom attributes (custom fields)
• 📊 Social information (if connected via social networks)

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➕ Create New Contact

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Via Interface

1. In sidebar, click “Contacts”
2. Click ”+ New Contact” button
3. Fill in information:
   • Name: Customer’s full name
   • Email: Primary email
   • Phone: Number with country code (+1, +55, etc.)
   • Company: Company name (optional)
   • Bio: Description or notes about customer
4. Click “Create Contact”

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Automatic Creation

Contacts are created automatically when:

• Customer sends first message in chat
• Email received from new sender
• WhatsApp message from new number
• Instagram direct from new profile

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🔍 Search Contacts

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Quick Search

On Contacts page, use search bar to find by:

• Name: “John Silva”
• Email: “[email protected]”
• Phone: “+15551234567”
• Company: “Acme Corp”

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Advanced Filters

Use filters to find:

• Labels: Contacts with specific tag
• Source: Registration source (WhatsApp, Email, etc.)
• Status: Active, Inactive
• Period: Created in specific period

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📝 Edit Information

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Basic Data

1. Click contact to open profile
2. Click “Edit” or pencil icon
3. Change desired information
4. Click “Save”

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Custom Attributes

Add custom fields to profile: Attribute examples:

• Segment: Retail, Wholesale, Corporate
• Source: Website, Referral, Social Media
• Plan: Free, Premium, Enterprise
• Last Purchase: Last transaction date
• Lifetime Value: Total spent by customer

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🏷️ Labels (Tags)

Labels help organize and categorize your contacts.

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Add Labels

1. Open contact profile
2. In “Labels” section, click ”+ Add”
3. Choose existing label or create new
4. Label is applied instantly

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Label Examples

• By Segment: VIP, Cold Lead, Hot Lead
• By Status: Customer, Ex-Customer, Prospect
• By Interest: Product A, Product B, Services
• By Source: Facebook, Google, Referral

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📊 Contact History

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View History

In contact profile, you see:

• 💬 All conversations held
• 📅 Timeline of interactions
• 📝 Notes added by team
• 🔄 Changes in assignment/status

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Add Notes

Notes are visible only to team:

1. In contact profile, go to “Notes”
2. Click ”+ Add Note”
3. Type information (e.g., “Prefers email contact”)
4. Save

Notes are useful for:

• Record customer preferences
• Note agreements or pending items
• Share context with team

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📤 Import Contacts

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Via CSV

1. On Contacts page, click “Import”
2. Download CSV template
3. Fill CSV with your data:
   • Name, Email, Phone, etc.
4. Upload file
5. Wait for processing

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📤 Export Contacts

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Export to CSV

1. On Contacts page, click “Export”
2. Choose filters (optional):
   • By label
   • By period
   • By source
3. Click “Export CSV”
4. Wait for email with download link

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🔀 Merge Duplicate Contacts

If you have duplicate contacts:

1. Select duplicate contacts (use Shift+Click)
2. Click “Actions” → “Merge Contacts”
3. Choose which will be main contact
4. Confirm merge

What happens:

• Conversation history is unified
• Attributes are combined
• Labels are merged
• Duplicate contact is removed

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🤖 Automations with Contacts

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Create Automation Rules

You can create automations based on contact information: Examples:

• If contact has “VIP” label → Assign to best agent
• If contact has attribute “segment=corporate” → Add to specific funnel
• If contact created 7 days ago with no reply → Send follow-up

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💡 Tips and Best Practices

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Organization

✅ Use labels consistently: Create naming standard
✅ Fill attributes: More information, better
✅ Add important notes: Share context with team
✅ Clean duplicates regularly: Use merge

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Privacy

✅ Respect GDPR/LGPD: Don’t store unnecessary sensitive data
✅ Access permissions: Configure who can see/edit contacts
✅ Export data on request: Customer has right to their data

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🚀 Next Steps