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Contacts Tab - Overview

Table of Contents:

  1. Understanding Contact Statuses
  2. How to Use Segments
  3. What is a Tag?
  4. How to Remove a Tag
  5. Bulk Actions
  6. Contact Profile
  7. Troubleshooting

Studying and targeting your Contacts is key to a successful campaign. The Contacts tab has 6 elements that will help you manage your Contacts.

  1. In this section, you can filter your Contacts and search for a particular contact.
  2. The number of currently selected contacts.
  3. Apply Bulk actions to selected contacts.
  4. A total number of all contacts, including Subscribed and Unsubscribed.
  5. Total list of contacts, including Unknown and Unsubscribed Contacts. Settings->General->Contacts Visibility. 
  6. Widget filters opted-in contacts. 
  7. Create New Contact to send SMS and Email.
  8. Import a list of Contacts from an already existing .csv, so they would become available for SMS and Email.

Understanding Contact Statuses

In the Status column, you can see the status of your contact.


This status means that a Contact opted in to get messages from your account.

You can interact with your contacts using SMS, Email, or Messenger.


Guest is a special status indicating that the contact has interacted with Facebook Comments Trigger 2.0. Guests can only be contacted using the same tool they opted-in through, and if they don't become Subscribers, they soon disappear.


A contact receives Unsubscribed status when they send the "stop"/"unsubscribe" keyword to your account, or if you unsubscribe them manually. You can't send any messages to Unsubscribed Contacts, but all the data (Tags, Custom Field values) persists.


A contact becomes Deleted if you choose "Delete Contact Data" in Contact Profile. You can't perform any actions or access Deleted contact profile.

How To Filter Your Contacts

You can combine these filters to better target and analyze your Contacts. You can choose as many conditions as you want:

How to Use Segments

Once you apply one or multiple Filters to your contacts, you'll be able to create a Segment. Once your contacts get a Tag or any other Filter you use in that Segment, they will be automatically listed there.

Segments allow you to save your searches, browse your contacts with a particular set of Filters, and use them in Conditions to send targeted automated and manual messages.

For example, you can save a Segment of customers with US country code in phone numbers and more than $1000 total spent in your Shopify Store.

Navigate and update Segments in the sidebar. Add or remove filters. Use saved Segments as a filter. Target your messages by Segments and Conditions.

What Is a Tag?

A tag is another way to segment your contacts. Add or remove tags to identify contacts in a specific group.

Use tags to create different feeds of content. Main Menu to create subscription options. Automatically tag a contact when they click Subscribe.  For example, subscribed_to_weekly_updates. Send a weekly broadcast to those tagged contacts.

Similarly, create an unsubscribe button that will remove the tag from the person and thus remove them from the broadcasting list. 

Think of tags as a way to group your contacts. By using tags you can get insights into your contacts and provide highly relevant content for people who need it the most.

How To Remove a Tag

Simply hover over the tag that you want to delete and click the red cross. 

Click "Delete Tag" in the confirmation popup.

Bulk Actions

To reduce repeating the same actions several times, use Bulk Actions to save time. After you have selected all the contacts you wanted, perform any of those Bulk Actions to tag them, subscribe to a Sequence, or Unsubscribe from the Automation. 

But, honestly, please be VERY careful with the last one. We won’t be able to restore your Contacts if you unsubscribe them!  

Note: It's also possible to download PSIDs (Page-scoped ID) for the selected contacts. This can be really useful to target these Contacts later in Facebook Ads (by uploading a generated file). In order to do that simply select the option called "Export PSID".

PSID is a page-scoped ID for every contact in your Contacts that Facebook creates to handle different communication channels. You can find more information in the article PSID explanation

It's common for a business to use multiple channels to communicate with its customers, e.g., a website, a mobile app, and Messenger. When a person interacts with a business via Messenger, an ID is created for the specific Page associated with the bot in Messenger, which is called Page-scoped ID.

You can download PSIDs of all your contacts as .csv file here:

Note: You will need PRO subscription to do that. The downloaded list will contain only PSIDs and nothing more. That list can be inserted, for example, into Facebook Ads Manager during targeting settings. Ads Manager will recognize them and you will be able to create a custom audience from your contacts.
You will get the success notification and see the link to the file:

Click it to download.

You may now upload this file directly to Facebook Ads Audiences.

Additionally, you can transfer values from Custom to System Field. select the "Export Custom to System Field" option from the dropdown. Select the fields necessary and make sure to check the other settings. Clicking the "Export" button will complete the process.

Contact Profile

Click on any of your contacts' names to access their detailed profile.

Check their user status, timezone, tags, etc. Check that the “Start Chat” button. It’s your quick access to Live Chat with this contact. 

Remember that depending on Live Chat settings, a conversation may be started by any messages (except Keywords) or explicitly. Clicking the button mentioned above opens a conversation with the contact even if it wasn't displayed in your Live Chat before.

Creating a New Contact Or Importing Contacts

It allows you to make use of SMS and Email features without engaging users in Messenger conversation first. Note: you must have their prior consent. Please review our articles for detailed guidance: Importing Contact ListCreate a New Contact

Effective December 10, 2020, new Free accounts will be limited to 1,000 contacts, which include subscribed, unsubscribed, and deleted contacts. If you have a new Free account, track the number of your contacts on the left sidebar menu.