Skip to main content
Contacts holds everyone who has messaged you, the customers of your connected shop, and anyone you have imported or added by hand.
Owners, admins and managers can open Contacts. Only owners and admins can change the list. Reps do not see Contacts, and reach customers through their own conversations.

​
Who can do what

​
What a contact holds

  • A name, a phone number and an email address. A contact needs a phone number or an email. Someone with no phone number cannot be sent WhatsApp messages.
  • Notes, which only your team sees.
  • Tags, up to 20 on a contact.
  • Whether they have opted out of marketing. See Opt-outs.
  • Their conversations, with a link to each.
  • Where they came from.
One person is one contact, however many ways they reached you.

​
Where contacts come from

The From column shows a contact’s sources. A contact can have several.

​
Search and filter

Type in the search box to find someone by name, number or email. Use the filters beside it to narrow the list. You can combine them.
  • Where they came from: one source, or one named import.
  • Tag: contacts carrying a tag.
  • Last activity: active in the last 7, 30 or 90 days, or never messaged.
  • Marketing: everyone, or only people who opted out.
  • Sort: most recent first, or name from A to Z.
The Tags column also shows tags from a contact’s conversations.

​
Add a contact

1

Open the form

Go to Contacts and choose Add contact.
2

Enter their details

Enter a Phone number, an Email, or both. Start a UK mobile with 07, or include the country code. Name, Tags and Notes are optional.
3

Save

Choose Add contact.
Adding someone does not mean they have agreed to hear from you on WhatsApp. Invite them to message you first.

​
Edit and tag a contact

Select a contact to open their details. Change the Name, Email or Notes, or add and remove Tags. To tag several people at once, tick their rows, choose Add or remove a tag, and enter the tag. Tags can be used to choose who a broadcast goes to.

​
Merge two contacts

Use this when one person has two records, for example two phone numbers.
1

Open one of the two contacts

Select the contact, then choose Merge with another contact.
2

Find the other one

Search by name, number or email and select the other record.
3

Choose which to keep

Pick the contact to keep, then choose Merge contacts.
Both numbers and every conversation end up on the contact you keep. Blank details are filled in from the other record, and tags are combined. An opt-out on either one carries over.
A merge cannot be undone.

​
Erase a contact

Erasing is for when a customer asks you to delete what you hold about them.
1

Open the contact

Select the contact and choose Erase contact.
2

Confirm

Type ERASE and choose Erase for good.
To erase several people, tick their rows and choose Erase. You can erase up to 100 at a time.
Erasing cannot be undone. The contact’s conversations, messages, notes and bookings are removed for good, on every number they have.
If the contact had opted out of marketing, Companion remembers that. They stay opted out if they are ever imported, synced or added again. A customer who writes to you after being erased starts a new conversation.
Deleting a conversation from the inbox is not the same as erasing. It only tidies the inbox. Use Erase contact for a deletion request.