Contacts & tags · Documentation

A contact is generally a WhatsApp user who has appeared in your organization — typically someone who has messaged one of your channels.Tagsidentify contacts that share a common attribute, such as “Prospect” for users who have asked about a product, or users who need help with a problem. Tags can come from agents, administrators, the API, AI agents, or background AI automation. This page covers contacts and tags in detail.

Contact list

Open Audiences → Contacts. Each row is one contact, with these columns:

Column	What it shows
Phone	The user's number in full international form, e.g. `+8613800138000`
Display name	The user's WhatsApp profile name; shows `—` when unknown
Tags	Colored chips, up to six, with a `+N` chip when there are more
First seen	When the contact first appeared
Last seen	The most recent time the contact was active

Exporting contacts

Click Export CSV (top right) to download the contacts currently matching your filters. The file is named contacts-<timestamp>.csv and contains the columns Phone, Display name, Tags, First seen, and Last seen; multiple tags in one cell are separated by |.

On success you get an Exported N contacts. confirmation.
If nothing matches, you get No contacts match these filters.

Exports are capped at 2,000 contacts

A single export returns at most 2,000 contacts. If more match, the file contains the first 2,000.

Contact tag list

Open Audiences → Contact tags. This is the master list of every label your organization can use. All tagging scenarios can only use tags that already exist in this list. Each row shows the tag (color and name), its description, and when it was created, with an actions menu on the right.

Creating a tag

Click New tag (top right) to open the Create tag dialog, then fill in:

Name (required) — 1–50 characters, unique within your organization. Keep it short, e.g. VIP or Pricing inquiry.
Description (optional) — up to 500 characters. This is more than a note: it is handed to the AI as a hint when it auto-tags, so describe what the tag means clearly.
Color (optional) — pick from 20 preset colors or leave it as Default. Color is purely visual and makes chips easy to scan.

Click Create. You get a Tag created confirmation and the new tag appears in the list.

Descriptions matter for AI agents

When the AI tags a contact automatically, it picks from this same catalog and reads each tag's description to decide which one fits. A clear, specific description — what the tag covers and when to apply it — leads to better automatic tagging.

Editing a tag

On an active tag, open the actions menu (the ⋯ icon) and choose Edit. The Edit tag dialog opens pre-filled, so you can rename it, update the description, or change the color, then click Save for a Tag updated confirmation. Because contacts and tags are bound together, updates to a tag are reflected on all existing contacts.

Deleting and restoring tags

Deleting a tag is a soft delete: a deleted tag can no longer be used to tag contacts, but existing contacts that carry it are unaffected and the tag remains visible in the contact list.

Delete one — open a tag's actions menu and choose Delete. Confirm the prompt, which reminds you that history assignments remain readable.
Delete several — tick the checkboxes on the rows you want, then use Delete selected that appears at the top.
Restore — switch the status filter to Include deleted or Deleted only, find the deleted tag (shown struck through), open its menu, and choose Restore.

Updating contact tags from the console

The contact detail page provides an entry point for updating a contact's tags.

Open Audiences → Contactsand click the contact's row to open its detail panel.
Click Add tag. A picker opens listing available tags (already-applied tags are filtered out); type to search, then click the one you want. You get a Tag added confirmation.
To remove a tag, click the × on the tag chip. You get a Removed "name" confirmation; the tag leaves the active list, and the removal is recorded.

A contact holds up to 20 tags

Each contact can carry at most 20 active tags. When a contact is at the limit, the Add tag button is disabled until you remove one. This keeps contact profiles focused on the labels that matter.

Where a tag came from

A contact's tags do not all come from the same place. In the detail panel each active tag shows its source and the date it was applied, e.g. Manual · 2026-05-30. The sources are:

Source	Where it came from
Manual (admin)	An administrator applied it from this console
Manual (agent)	An agent applied it to a user during a live conversation
API	A third-party system wrote it through the public API
AI tool	The AI agent applied it on its own during a conversation
AI auto-close	The AI analyzed the conversation when it closed and added a tag

Whatever the source, a tag is always one of the catalog entries you defined — sources differ in who applied a tag, never in which tags can exist. As an administrator you can remove any tag from a contact regardless of where it came from.

Active vs. historical tags

The detail panel splits a contact's tags in two:

Active tags — the tags currently on the contact. These are the ones you can remove, and the only ones included in a CSV export.
Historical — assignments that point at a tag which has since been deleted from the catalog. They are read-only and labeled as such; they let you see the history without cluttering the active set.

This is why deleting a tag never loses data: existing assignments simply move into the historical section, and restoring the tag makes them count again.