Managing contacts

The four tabs

The Contacts area is really four pages behind one tab strip at the top — Contacts, Tags, Fields and Broadcasts. This guide is about the first one, Contacts, which is where the list and profiles live. The other three are supporting tools for the same audience.

• Contacts — the list of everyone who has talked to your Clone, plus each person's profile.
• Tags — the labels you can attach to contacts (some applied by hand, some by the AI or an automation).
• Fields — the lead-qualification fields your Clone tries to collect during conversations.
• Broadcasts — sending a message out to a group of contacts at once.

Reading the contact list

The middle panel is the list itself. Each row shows the contact's avatar with a small channel badge, their name (or Anonymous when no name is known), a coloured status dot, and a relative time for the last interaction. Below the name you'll see a one-line summary of the last interaction, up to two tag pills, and a couple of mono stats — an engagement number and, when there are any, a message count. When a contact hasn't had an interaction yet, that summary line instead reads a muted, italicised No interactions yet.

Two small icons can sit next to the name. A blue check badge means the contact is Verified. A bell means the contact is opted in to automated messages (Opted in to automated messages); a slashed bell means they've opted out (Opted out of automated messages).

Above the list, a toolbar holds a search box and a sort dropdown. Search matches across name, email and phone — its placeholder reads Search by name, email or phone. The list header counts the audience: N total, and when a filter or segment is active, how many match current filters.

1. Search for someone

   Type into the search box at the top of the list. It searches name, email and phone, and the list narrows as you type (after a short pause).

2. Change the sort order

   Use the dropdown next to the count. The options are Last interaction, Engagement, Name and Date created.

   Tip

   Last interaction is the default, so the people who messaged most recently sit at the top — usually who you want to see first.

3. Open a profile

   Click a row. The right-hand panel fills with that contact's full profile. The first contact is selected for you when the list loads.

Importing contacts from a CSV

The one way to add contacts yourself today is in bulk. The Import button in the list header (its tooltip reads Import Contacts) opens a three-step CSV importer: upload the file, map its columns, review the result.

1. Upload the file

   Click Import and add your file — drag it onto the dropzone (Drag and drop file here) or click Choose a CSV file. Only .csv files are accepted, up to 8 MB.

2. Map your columns

   The importer reads the file and reports N rows detected. Match your columns below. Point each of the eight fields — Name, Email, Phone, Country, Language, plus three commerce fields (Orders (count), Total spent, Last purchase date) — at one of your columns, or leave it on — Ignore —. Common header names are pre-matched for you (English and Spanish ones are both recognised). The three commerce fields are optional; map them to seed a contact's purchase stats, which show up in the Overview Engagement section.

   Tip

   Only the columns you map are imported; everything else in the file is ignored.

3. Import and review the result

   Click Import Contacts (the button reads Importing… while it works). When it finishes you'll see Import complete with a summary — Imported: N · Already existed: N · Empty skipped: N — plus N rows could not be imported. if some rows couldn't be read. Click Done.

When your account has a Shopify store connected, the importer offers a second source: an Import from Shopify option that pulls the store's customers straight in — no spreadsheet needed. With a single store it's one click; with more than one, a store picker appears (the Active store is listed first, and any non-active store is flagged needs attention). The customers come in as Imported contacts enriched with their purchase history and order count, carry both an Imported and a Shopify tag, and are stitched to any existing profile that shares the same email or phone. Like a CSV import, this pulls them in as contacts only — it never messages them.

Groups: filter by status

The top section of the left sidebar is Groups — the fastest way to narrow the list by contact status. There are five entries:

• All Contacts — everyone, with a running total next to it.
• Active — contacts with an active status (green dot).
• Inactive — contacts who have gone quiet (grey dot).
• Blocked — contacts you've blocked (red dot).
• Archived — contacts you've archived. Archiving is a soft delete that hides a contact from the normal groups without losing their history; it's a separate axis from status (not Active/Inactive/Blocked), so it gets its own entry here. Open an archived contact and its profile shows a Restore action to bring it back.

Click one to filter the list to just that group; click All Contacts to clear it. Picking a group resets any tag filter you had selected.

Segments: saved audiences

A segment is a named, reusable audience that appears in the middle section of the sidebar. Each segment shows a coloured dot, its name, and a count of how many contacts it holds. There are two kinds, and the difference matters:

Dynamic segments carry a small lightning bolt to mark them apart. They store a set of filter criteria and re-run them whenever you open the segment, so the membership stays current as contacts come and go.

1. Create a segment

   Click the + on the Segments section header. The New Segment editor opens.

2. Name it and pick a colour

   Give the segment a Name (required) and an optional Description and Color. The colour is what shows as the dot in the sidebar.

3. Choose Static or Dynamic

   Pick Static (Manually curated contact list) or Dynamic (Auto-matched by filter criteria).

   Note

   Choosing Dynamic reveals a Filter Criteria builder — platform, contact status, contact type, tags, a minimum engagement score, and first-touch / last-touch UTM campaign, source and medium. A summary line tells you how many criteria are active.

4. Save

   Click Save. The segment appears in the sidebar; click it any time to load that audience.

Hovering a segment row reveals a pencil to Edit it and a trash icon to Delete it. Deleting asks you to confirm and cannot be undone.

Filters: narrow on the fly

Below Segments, the Filters section refines the list without saving anything. Filters combine with each other, and the header shows a Clear link when any are active.

• Platform — chips for Facebook, Instagram, WhatsApp, YouTube, Telegram, Mercado Libre, Website and Imported (the bucket contacts added via CSV import land in). Pick one to show only contacts from that channel (clicking the active one clears it).
• Tags — chips for each tag in your account. Selecting several is AND-combined: a contact must carry all of them. If you have more than eight tags, a + N more chip expands the rest.
• Last interaction — quick windows of 24h, 7 days and 30d, plus a calendar-range button that opens a date picker for a custom last-interaction window.
• Engagement score — a slider that sets a minimum score from 0 to 100; contacts below it drop out of the list.

The profile: header and tabs

Click a contact and the right panel shows their profile. At the top sits the avatar, the name, a status pill, the channel and platform, and meta lines like Contact since and Last seen. To the right are action buttons: Message (active only when the contact has an email), a phone button (active only with a phone number), an Edit pencil, and a more-actions (three-dots) button that opens an Actions menu: View Last Conversation, Opt out of messages / Opt back in, Mark as verified buyer / Remove verified buyer (a manual buyer flag for the contact's reviews, distinct from the blue Verified badge), Archive contact / Restore contact, Block contact / Unblock contact, and Erase personal data (Erase is greyed out once the data has already been erased).

Under the header, four tabs organise everything else: Overview, Activity, Notes and Files. The Activity tab carries a count of the conversations, post comments, reviews and questions it lists, and Notes shows a small badge when a note exists.

Overview tab

Overview is the at-a-glance profile. It opens with an engagement strip of four cells — Engagement (a 0–100 score with a tier label like high or low), Sessions, Messages, and a Sentiment trend — then the sections below, each shown only when there's something to show.

• Details — the known contact fields. Empty fields are collapsed into a Not provided box with an + Add button rather than cluttering the layout.
• Linked contacts — the other channels where this same person has reached you, with a Link button to group records by hand (covered below).
• Campaign attribution — first-touch and, when it differs, last-touch UTM data (campaign, source, medium, term, content), showing how the contact was acquired and whether they returned via a different campaign. When the contact is linked across channels and a combined journey exists, the Cross-channel journey card replaces this one (covered below).
• Tags & Segments — the contact's tags (with an Add tag control) and the segments they belong to.
• Lead qualification — interest level, a qualification score, collected fields, products of interest and buying signals, all written by the Clone (covered below).
• Custom fields — extra fields written by Automations, when any exist.
• Engagement (commerce) — purchase count, total value and last purchase date, shown only when there are purchases.
• Latest conversation — a preview of the most recent chat, with a link through to the full Activity tab.

Linked contacts: one person, many channels

The same person often reaches you on more than one channel — a WhatsApp message one day, an Instagram DM the next. Each channel keeps its own contact row, but IcloneU groups those rows into one identity, and the Linked contacts section (right under Details on the Overview tab) is where you see and manage the group. When links exist, it lists each linked record with its channel under the hint The same person reached you on these channels.; until then it reads No linked contacts yet. The group's most-recently-active record is flagged Primary — the best channel to reach the person on. Where IcloneU recorded how a link was made, the linked row shows a small provenance chip — Linked via email, Linked via phone, Matched by Meta, or Linked manually — with the date it was linked.

• Automatic linking — contacts in your account are grouped when they share an email (case and surrounding spaces ignored) or a phone number. Phone matching compares the last 10 digits, so a number saved with a country code and one saved without still match (numbers under 7 digits are never matched). A WhatsApp contact's number and an email-channel contact's address count as identifiers too.
• Links can appear later — when your Clone collects an email or phone during lead qualification, or an automation saves an email or phone field, the value fills the contact's empty Email/Phone field (it never overwrites one already there) and matching is re-checked. Facebook and Instagram contacts can also link automatically when Meta confirms they're the same person.
• Manual linking — click Link on the section header, type into the picker (Search a contact by name, email or phone, then press Enter) and click a result to link it — a Contact linked toast confirms. If nothing matches, it reads No matching contacts.
• Unlinking — every linked row carries an Unlink control (Contact unlinked). Unlinking detaches just that channel's record; when only one member would remain, the group dissolves.

Linking also changes what Overview shows. When a contact is linked and a combined journey exists, a Cross-channel journey card replaces Campaign attribution: its hint reads Combined across N channels (N linked contacts)., and up to three steps appear — First touch, Last touch and Qualified by — each with the channel icon, the channel and campaign (or the raw source when no campaign was recorded) and a date. When the linked profiles have purchases, a footer totals them across the whole group, e.g. $500 across 3 purchases.

Lead qualification, explained

When your Clone is set up to qualify leads, the Overview tab includes a Lead qualification card built entirely from what the Clone observed in conversation — you don't fill any of it in.

• Interest Level — a 1-to-5 scale with a caption, from Casual browser at 1 up to Ready to buy at 5.
• Qualification Score — a 0–100% bar, with the note Recalculated after every update.
• Collected Information — the lead fields the Clone has gathered, each ticked or marked Not yet collected, with an N/N required progress count.
• Products of Interest — products the contact mentioned, each with its own 1-to-5 interest and a mention count.
• Buying Signals — moments the Clone flagged, such as Pricing inquiry, Budget mentioned or Ready to buy, each with a confidence and a date.

Which fields the Clone collects comes from the Fields tab. If nothing has been gathered yet, the card reads No qualification details collected yet.

Activity, Notes and Files

Activity is the contact's history. At the top, when there's a recent exchange, an AI card summarises the last interaction (Last interaction — AI summary). Below it, Recent conversations lists past chats as rows — each with the channel, a date and message count, and a summary line. Click a row to jump into that conversation. Below it, when the contact has commented on your Facebook or Instagram posts, a Post comments section lists those comments — each with the platform, a date and the comment text, plus the post caption shown as on "…" when the post has one. Below that, when the contact has left reviews or asked questions through the reviews widget, a Reviews section and a Questions section list them — each review with its star rating, the item reviewed, a date and a status; each question with the item, a date, a status and the question text. When there are no conversations, post comments, reviews or questions, the tab reads No activity yet.

Notes has two clearly separate parts. The top is your own Notes — a free-text card only your team sees; use Add note to write one and Save to keep it. Below it, AI-observed is a read-only block (read-only · updated from conversations) where the Clone records interests and a communication style it inferred. Until it has observed anything, it reads Nothing observed yet — this fills in as conversations happen.

Tagging a contact

Tags are the most useful thing you can add by hand — they drive the Tags filter and dynamic-segment membership. You manage a contact's tags from the Tags & Segments section on the Overview tab.

1. Open the tag editor

   On the contact's Overview tab, click Add tag in the Tags & Segments section. A tag picker appears.

2. Pick existing tags

   Choose one or more tags from the dropdown. They're added to the contact as you select them.

3. Create a tag on the spot

   Need a tag that doesn't exist yet? Use New Tag to create one without leaving the contact — it's added and assigned in one step.

4. Remove a tag

   Each assigned tag has a small × — click it to remove the tag from this contact.

Frequently asked