> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aifocus.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact Management

> Complete guide to manage customers, history and custom information

# 👥 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)

***

## ➕ Create New Contact

### 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"**

### 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

***

## 🔍 Search Contacts

### Quick Search

On Contacts page, use search bar to find by:

* **Name**: "John Silva"
* **Email**: "[john@company.com](mailto:john@company.com)"
* **Phone**: "+15551234567"
* **Company**: "Acme Corp"

### 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

### Basic Data

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

### 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

***

## 🏷️ Labels (Tags)

Labels help organize and categorize your contacts.

### Add Labels

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

### 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

### View History

In contact profile, you see:

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

### 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

***

## 📤 Import Contacts

### 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

### 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

***

## 🔀 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

***

## 🤖 Automations with Contacts

### 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

### Organization

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

### 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

***

## 🚀 Next Steps

<CardGroup cols={2}>
  <Card title="Conversation Management" icon="messages" href="/en/user-guide/conversations">
    Learn to manage interactions with contacts
  </Card>

  <Card title="Automations" icon="robot" href="/en/user-guide/automations">
    Automate actions based on contacts
  </Card>
</CardGroup>