Contacts

Contacts connect people, phone numbers, tags, conversations, audiences, and opt-out state.

Use contacts to organize recipients. Outbound eligibility is enforced by workspace and campaign suppressions rather than a required global opt-in record.

Contact fields

{
  "id": "contact_123",
  "name": "Jordan Lee",
  "phone": "+15551234567",
  "email": "jordan@example.com",
  "tags": ["lead", "demo-request"],
  "suppression_status": "not_suppressed",
  "last_message_at": "2026-04-28T14:00:00Z",
  "metadata": {
    "crm_id": "crm_456"
  }
}

Common workflows

• Import contacts from CSV.
• Add tags for routing, audiences, and reporting.
• Suppress opted-out recipients before outbound sends.
• Open conversation and message history from the contact profile.
• Store integration IDs in metadata.

CSV import shape

name,phone,email,tags
Jordan Lee,+15551234567,jordan@example.com,"lead,demo-request"
Casey Smith,+15557654321,casey@example.com,"customer"

Audience example

Audiences can be tag-derived in the current V1 UI. For example, create an audience for contacts with the demo-request tag, then send a follow-up only after opt-out suppression runs.

Contacts → filter tag: demo-request → Create audience

Suppression rules

Suppression state must win over tags, audiences, and manual sends.

• workspace suppression: blocks all outbound sends to that phone number in the workspace
• campaign suppression: blocks only that campaign’s rendered deliveries
• provider STOP/opt-out: creates or updates a workspace suppression
• no suppression: eligible for outbound sends if compliance, environment, and spend checks pass