Contacts: Overview

Where do I find the contact list?

Open Audience from the main navigation and stay on the Contacts tab. Contacts is the unfiltered list — every person Keaz knows about, whether they arrived through the Shopify import, wrote to you on WhatsApp, or were added by hand. The other tabs group those same people rather than holding different ones: Audience: Overview shows how the area fits together.

What do the table columns show?

Each row is one contact, described by seven columns:

• Name — the name stored in Keaz.
• WhatsApp — the name the contact uses on their own WhatsApp profile.
• Last activity — when the contact was last active.
• Opt-in level — a coloured badge for what you are permitted to send.
• RFM — a coloured badge for the contact's purchase-behaviour group.
• Total revenue — everything this contact has spent.
• Inbox — a button that opens the chat with this contact.

The columns are sortable, so you can bring your highest-revenue contacts, the most recently active, or a particular status to the top without building a filter first.

What do the coloured badges mean?

Two columns use badges so a contact's status is readable from the list instead of requiring you to open them. Opt-in level has four values:

• Transactional — blue
• Double Opt-In — purple
• Single Opt-In — green
• Unsubscribed — red

Red is the one to watch. An Unsubscribed contact has withdrawn permission, and the badge is there so nobody adds them to a send by accident. What each level allows is set out in opt-in levels: how subscribing and unsubscribing works.

RFM groups contacts by how recently and how often they buy and how much they spend — Champions in green, Loyal in turquoise, and so on. It describes purchase behaviour, not permission, so the two badges are independent: a Champion can still be Unsubscribed.

How do I find a specific contact?

Two tools, for two different questions.

1. Search — the search field looks through all contacts by name or number. Use it when you know who you are after.
2. Filters — the Filters button in the top right opens the filter panel. Add filter gives you the full condition list, covering both shop data and WhatsApp data, and Clear all filters puts the list back. Use it when you are describing a group rather than naming a person.

It is the same filter panel the Segment Builder uses, so a condition you learn in one place works in the other.

Can I save a filtered view as a segment?

Yes. Turn filters into a segment takes the filters you currently have active and stores them as a new segment. That is also the clearest way to describe the difference between the two: a filter is a view you are looking at now, a segment is a saved audience that newsletters and flows can send to. The Segment Builder covers what you can do with it afterwards, including Included and Excluded Groups.

How do I message a single contact from here?

The Inbox button on a contact's row opens the chat with that contact in the Inbox. It is the shortest route from a list to a conversation, and it earns its place right after filtering, when you want to talk to one person rather than run a campaign. What you are able to send once you are there depends on the contact's opt-in level and on whether their reply window is open — Inbox: Overview explains how the Inbox signals both.

How do I add a contact Shopify did not import?

Create new contact, in the top right, opens the New contact panel. It is the route for people who never came through a widget or an order — an event list, a wholesale buyer, a test contact for a flow you are building. Creating a record is not the same as creating consent: opt-in level and RFM are derived from what the contact does, not from what you type. Contacts: Create a new contact walks through the fields.

Why do my campaigns never reach a contact in this list?

Almost always the opt-in level. A contact can sit here with complete details and still be excluded from every send, because segments condition on opt-in level and a manually added or Unsubscribed contact does not clear that condition. The badge in the table is the fastest way to check before you go looking for a bug.

If your problem is turning those records into subscribers you may market to, the requirements and the practical ways of collecting a valid permission are covered in our guide to collecting WhatsApp opt-ins the GDPR-compliant way.

Where do I see everything about one contact?

Clicking a contact's name opens their full contact card: basic information, the Shopify purchase history, labels, segment membership, comments and a chronological activity feed. Inside the Inbox the same information is available without leaving the chat — see Inbox: Contact Details Panel.