How contacts work in Postocial
Contacts come with messaging on Premium and higher plans. Everyone who messages one of your channels becomes a contact, and you can add more by hand or from a CSV file. Each person has one profile across channels, so their replies, history and details are shared wherever they write from.
- Profile: name, email, phone, birthday, language, time zone, source, subscription status, tags, pipeline stage and custom fields.
- Timeline: activity, the answers they gave in your flows, internal notes and meetings.
- Channels: the channels you can reach them on.
It is a CRM built for messaging, not a full sales CRM: it has no deals, quotes or email. For those, sync contacts with an email address to HubSpot or Mailchimp.
Contact limits
- Contacts are the people your workspace keeps: 50,000 on Premium, 150,000 on Agency and 150,000 on Unlimited. At the limit, only adding contacts by hand or by import is refused. Messages from new customers always arrive.
- Active contacts are the ones who messaged you, or were messaged, in the last 30 days: 10,000 on Premium, 25,000 on Agency and 25,000 on Unlimited. The count shows on the Contacts page, and nothing is blocked at the limit.
You get a notification at 90% and 100% of your contacts limit.
Import contacts from a CSV file
- Get the sample file. Open Salesbot > Contacts, choose IMPORT, then DOWNLOAD SAMPLE to see the columns: name, country code, phone, tags, stage, notes and custom fields.
- Fill it in. Put one contact per row in a spreadsheet and save it as a CSV file. Use the stage names and custom fields you already have in Postocial.
- Upload and check the preview. Upload the CSV and look over the first rows in the preview before you import anything.
- Record WhatsApp consent honestly. Imported contacts have no channel unless you choose one. Tick These contacts agreed to receive WhatsApp messages from us only if every person in the file did.
- Import. Choose IMPORT. The new contacts appear in List View with their tags and stage.
Only import people who gave you their details and agreed to hear from you. Never buy or scrape lists.
Organize contacts with tags and custom fields
- Tags are shared across your workspace. Manage them with MANAGE TAGS, and add or remove them for many contacts at once from the list. The built-in Unsubscribe tag is locked, because opt-outs depend on it.
- Custom fields hold anything else you want to know, such as an order number or a preferred branch. Add them in Workspace Settings > Settings, under Custom fields, as text, number, email, phone or date fields. A User Input step in a flow can fill them in, and CSV import and export include them.
Move people through your pipeline
Pipeline View shows your contacts as cards on a board, starting with the stages Lead, Engaged and Customer. Choose ADD STAGE for your own steps, such as Quote sent, and drag a card to move a contact along.
A stage change can start an automation. Moving someone to Customer could send a thank-you message, for example.
Build segments for broadcasts
A segment is a saved audience, built from stage, tags and recency, that you pick when you send a broadcast. Because it is built from filters, it picks up the right people each time you use it.
- Start a segment. Open Salesbot > Contacts, choose SEGMENTS, then NEW SEGMENT, and give it a name.
- Set the basics. Pick a pipeline stage, the tags a contact must have, the tags that leave them out, and how many days since their last activity.
- Narrow it with conditions. Choose ADD CONDITION GROUP to filter on contact source, a custom field, whether a contact can be reached on a channel, subscribed or unsubscribed, birthday month or a tag.
- Check the count and save. The preview counts the matching contacts as you go. Choose CREATE, and the segment is ready to pick in your broadcasts.
Handle opt-outs, duplicates and deletions
- Suppressions lists blocked and unsubscribed contacts. No automated messages are sent to them, and you can unblock or resubscribe someone who asks.
- Duplicates: open a profile with View full profile & merge to combine contacts that share a phone number or email.
- Deleted contacts can be restored for 30 days from DELETED CONTACTS, without the erased files or the automations they were in. After that, or when someone asks you to, you can erase a contact for good.
- EXPORT downloads your contacts as a CSV file.
Contacts and their conversations are personal data. You decide what you collect and how long you keep it, and Postocial processes it for you under our Data Processing Addendum.
Find anyone fast
In List View, search by keyword and filter by segment, stage, tags, status (Active, Paused or Blocked) and channel. Select several contacts to tag them, set their stage or delete them in one go.