Contacts

Customer profiles from WhatsApp plus your team's data: labels, owner, custom fields, statistics, interaction & ticket history, timeline, and notes.

Contact profile: details, custom fields, statistics, and interaction history.

Where contacts come from

WhatsApp: a contact is created automatically when a customer writes. The WhatsApp name, photo, about, and WhatsApp Business profile are refreshed periodically. The phone number and WhatsApp privacy ID (LID) are stored as identities of the same contact.
Manual: Contacts → Add contact. A 0812… number is read as 62812…; WhatsApp messages from that number then land on this contact.
CSV import and the API (see below).

Profile

Data: name (the WhatsApp name is kept), number, email, company, job title, address, city, language, owner (responsible agent), source, first & last seen.
Statistics: interactions, messages in & out, tickets opened & resolved, average first response & resolution time, last agent, and 12-month activity.
Tabs: Summary · Interactions · Tickets (with status log) · Leads (the contact's leads you can see, requires Pipeline access) · Timeline (profile changes, labels, owner, assignments, notes, tickets, leads) · Notes.
Client: the contact's company/institution from the Contacts → Clients master list, chosen on the Edit contact form. See Clients.
Actions: Start chat, Create ticket, Create lead, Edit, Merge, Delete.

Contact labels & custom fields

Onix labels (Manage → Labels & custom fields) are colored, work across all channels, and can be changed by your team. They show in the inbox list and can be added/removed right from the Contact tab of the conversation detail panel. The inbox and contact list can be filtered by label.
Unlike WhatsApp Business labels, which are only read from the phone — both show on the profile.

Custom fields for contacts, interactions, tickets, leads, and clients

Custom fields add the data your business needs. Create the field first in Manage → Labels & custom fields → Custom fields (choose Contacts, Interactions, Tickets, Leads, or Clients), then fill in its value where it belongs:

For	Examples	Filled in on	Who can fill it in
Contacts	Birthday, clothing size, customer type	The Edit contact form, CSV import, or the Contact tab of the Interaction detail panel	Contact managers (`contacts.manage`)
Interactions	Invoice number, order source, order value	Info tab of the Interaction detail panel → Edit	Anyone who can reply to the conversation
Tickets	Courier, replacement tracking number, cost covered by the store	The Create ticket dialog, or the Custom fields panel on the ticket page	The creator when creating; ticket managers afterwards
Leads	Size, order quantity, lead source	The Create lead dialog, the lead detail, or lead import	Lead managers
Clients	Tax ID, number of employees, institution type	The client form (Contacts → Clients)	Client managers

Field types: text (up to 500 characters), number (1.250.000 is recognized), date, or choice.
Each field gets a key from its name (e.g. "Invoice number" → invoice_number), used in the API and contact CSV import/export. The name and choices can be changed; the type cannot.
Up to 30 fields per kind of data. Deleting a field hides its values. Ticket field changes are recorded in the ticket log.

Start a chat

On a contact profile click Start chat, pick a WhatsApp number, and write the first message. An open conversation with that contact on the same number is reused; otherwise a new interaction number is created. The reply quota and per-number send limit still apply.

Merging duplicates

Merge → search for the duplicate → select it. WhatsApp numbers/identities, conversations, tickets, notes, timeline, and labels move to the contact you're viewing; empty fields are filled from the duplicate; then the duplicate is deleted.

CSV import & export

Import: the first row holds column titles — name, phone, email, company, job_title, address, city, language, labels (separate with ; or |), owner (a member's email), and custom field names/keys (Indonesian titles work too). Comma or semicolon (Excel) separators are recognized. Contacts are matched by phone, then email: matches are updated (empty cells don't erase data), the rest are created. Missing labels are created automatically. Up to 5,000 rows / 2 MB per file; problem rows are reported with their row number.
Export follows the contact list filters. Cells starting with =, +, -, or @ get a leading single quote so Excel/Sheets won't run them as formulas.

Segments & broadcasts

Contacts → Segments saves contact filters, e.g. emails ending with a certain domain, the Reseller label, has chatted with a given number, or birthdays this month from a custom date field. Counts are recalculated every time a segment is used; segments can be downloaded as CSV and used for Broadcasts (Pro & Custom). Segments are available on every plan.
The Broadcast panel on the contact profile shows whether the contact receives broadcasts. Contacts who reply STOP/BERHENTI/UNSUBSCRIBE to a broadcast message are unsubscribed automatically; the status can be changed manually (with contact or broadcast management access). Unsubscribed contacts are always skipped by broadcasts.
The contact timeline records broadcasts received and subscription changes.

Deleting a contact

Delete permanently removes the contact with all its conversations, messages, media, notes, and timeline — use it for customer data deletion requests (see Data Deletion). Tickets remain as internal case records, without a link to the contact.

WhatsApp groups

Groups have their own page (Group page button in a group conversation's detail panel): name, photo, description, members (matched to contacts by number), and the group's conversations.

Access

View contacts opens the list & profiles; Edit … contacts is needed to add, edit, merge, import/export, delete, and manage labels & fields. Anyone who can view a contact can write notes; only the author can edit them.
Members with limited channel access only see contacts from the channels they can open (plus manual/imported contacts), and their statistics only count conversations on those numbers.

Via the API

GET /contacts, POST /contacts, GET/PATCH /contacts/{id}, notes, timeline, labels, POST /interactions to start a chat, and GET /segments (read segments). Details in the API documentation.