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Contacts & CRM

Contacts, Custom Fields, Groups & Consent

Manage your contact list, organize contacts into groups, track custom details, and keep an audit trail of who's opted in or out.

Last updated 2026-08-14

Every person who has ever messaged your WhatsApp number — or that you've added manually — is a contact. Beyond the basics (name, phone number), you can track custom information about each one, organize them into groups for targeted campaigns, and WhatsApp Cloud keeps an automatic record of who has opted in or out of marketing messages.

Contact list

See every contact on your account in one place, with filters to narrow it down.

  1. Go to Contacts from the left menu.
  2. Use the filters to narrow by group, subscribed status, or assigned teammate.

Add a contact manually

Add someone to your contact list even before they've messaged you.

  1. Go to Contacts from the left menu.
  2. Click "New contact".
  3. Enter their name and phone number, and save.
Editing an existing contact's details, or deleting one, is done from that contact's conversation thread in the Inbox rather than from this list.

Custom fields

Define your own fields to track information a standard contact record doesn't cover — for example, a customer ID, membership tier, or preferred language.

  1. Go to Custom Fields from the left menu.
  2. Create a field with a name and a type (text, number, date, or email).
  3. Open any contact's conversation in the Inbox, expand "Contact details", and fill in the field's value for that contact.
Clearing a field's value for a contact removes it entirely, rather than saving it as blank — so you can tell "never set" apart from "set to empty" if that distinction matters to your workflow.

Contact groups

Organize contacts into named groups so you can target a specific audience with a broadcast campaign.

  1. Go to Groups from the left menu.
  2. Create a group with a name.
  3. Open any contact's conversation in the Inbox, expand "Contact details", and check the groups that contact belongs to.
A contact can belong to more than one group.
See Campaigns for using a group as a broadcast audience.

Subscribe / unsubscribe status

Every contact has a subscribed status controlling whether they can receive broadcast campaigns. This is separate from being able to reply to them individually in the inbox.

  1. Open the contact's conversation in the Inbox and expand "Contact details".
  2. Toggle "Subscribed to campaigns" on or off.
Unsubscribed contacts are automatically excluded from broadcast campaigns, but you can still message them individually from the inbox — the two are treated differently, the same distinction most opt-out rules make between marketing and one-to-one conversation.

Automatic opt-out (STOP keyword)

If a customer texts "stop", "unsubscribe", or "optout" (case-insensitive), they're automatically marked unsubscribed — no manual action needed.

This runs automatically on every incoming message — there's nothing to configure or turn on.
The keyword list is fixed and can't currently be customized.

Export contacts to CSV

Download your contact list as a CSV file, including any custom fields you've set up.

  1. Go to Contacts from the left menu.
  2. Optionally apply filters (group, subscribed status, assigned teammate) to export just that subset.
  3. Click "Export CSV".
The export respects whatever filters are currently applied — clear them first if you want every contact.

Import contacts from CSV

Add or update many contacts at once by uploading a CSV file, matching its columns to contact fields yourself so it works with exports from other tools.

  1. Go to Contacts from the left menu and click "Import CSV".
  2. Upload a CSV file with a header row.
  3. Match each column to a field — Name, Phone number, Subscribed, Group(s), an existing custom field, or "Create new custom field".
  4. Click "Start import".
One column must be mapped to Phone number — that's how a row is matched to an existing contact (to update it) versus treated as new.
A row whose phone matches an existing contact updates that contact rather than creating a duplicate.
The import runs in the background — refresh the results page to see final counts once it's done, along with a list of any rows that were skipped and why.
Mapping a column to "Create new custom field" adds that field to your account automatically, the same as creating it from Custom Fields.

Frequently Asked Questions

What's the difference between subscribing a contact and just messaging them?

Subscribed status only controls whether a contact receives broadcast campaigns. You can always message an unsubscribed contact individually from the inbox — that's treated as a normal conversation, not marketing.

Can I import contacts from a CSV file?

Yes — go to Contacts and click "Import CSV". You'll match your file's columns to contact fields before confirming, so it works even if your column names don't match ours exactly.

What happens to rows my CSV import couldn't process?

They're skipped, not treated as a fatal error for the whole file — the rest of the file still imports. The results page lists exactly which rows were skipped and why (most commonly a missing or invalid phone number).

Can I bulk-add contacts to a group or unsubscribe several at once?

Not yet — group membership and subscribe/unsubscribe status are currently set one contact at a time from that contact's conversation. Bulk actions are on the roadmap.

What happens if someone texts STOP by accident?

They're marked unsubscribed immediately. You can manually re-subscribe them from their contact details in the inbox if they confirm they want to opt back in.

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