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Contact Management

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Overview

The Contacts section is your unified customer database inside ZappWay. Every time a user initiates a conversation, completes a form, or interacts with one of your agents, a contact record is automatically created or updated. Architecture: 
ZappWay Dashboard
└── Sidebar Menu → Contacts
    ├── Contact List (search, filter, bulk actions)
    ├── Contact Detail (profile, variables, history)
    └── Export (CSV download)
What you can do from Contacts:
  • Browse and search your entire contact database
  • View variables and custom data collected during flows
  • Access full conversation history per contact
  • Export your contact base to CSV
  • Delete contacts individually or in bulk

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Contact List

The main Contacts page displays all contacts captured across every channel and flow in your organization. Search options:
  • Search by name, email, or phone number using the top search bar
  • Results update in real-time as you type
  • Partial matches are supported (e.g., searching “john” returns “John Smith”, “Johnny Doe”)

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Filters

Narrow down your contact list using the filter panel:
FilterOptions
Created DateToday, Last 7 days, Last 30 days, Custom range
Last ActivitySort or filter by most recent interaction
ChannelWhatsApp, Web Chat, Instagram, Messenger, Telegram
Source FlowFilter contacts by which ZappFlux flow captured them
TagFilter by custom tags applied to contacts
Filter Example: 
Filter: Created Date = Last 30 days + Channel = WhatsApp
→ Returns: All contacts captured via WhatsApp in the past month

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Sorting

Click any column header to sort by that field:
  • Name (A–Z or Z–A)
  • Created Date (newest or oldest first)
  • Last Activity (most or least recent)

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Contact Detail

Click any contact in the list to open their full profile page.

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Personal Data

The top section displays the core identity fields collected during interactions:
FieldDescription
NameFull name as captured by the flow or provided manually
EmailEmail address with validation status
PhonePhone number including country code
Profile PhotoAvatar pulled from channel (e.g., WhatsApp profile picture)
Created AtTimestamp of when the contact was first created
Last SeenTimestamp of the most recent interaction
Profile photos are pulled automatically from channels that provide them (e.g., WhatsApp). For web chat contacts, a default avatar is used unless the user provides one.

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Custom Variables

Below the personal data section, you’ll find every variable collected from your ZappFlux flows during conversations with this contact. Examples of custom variables:
  • Company name, job title, industry
  • Product interest, plan type, budget range
  • CSAT score, NPS rating
  • Any custom field defined in your flows using the Set Variable block
Variables are displayed as key-value pairs and update automatically each time a new interaction collects fresh data.

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Conversation History

The History tab within a contact profile shows a chronological summary of all past interactions:
  • Date and time of each conversation
  • Channel used (WhatsApp, Web, etc.)
  • Flow that was executed
  • Final status (Resolved, Human Requested, etc.)
  • Assigned agent (if applicable)
Click any entry to jump directly to that conversation in the Inbox.

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Tags

You can manually apply tags to a contact to organize and segment your database:
  1. Click Add Tag in the contact detail panel
  2. Type a new tag name or select an existing one
  3. Tags appear on the contact card in the list view
  4. Use tags as filters to create dynamic segments

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Bulk Actions

Manage multiple contacts at once without opening each individually. How to use:
  1. Enable checkboxes via the Select toggle in the toolbar
  2. Check individual contacts or use Select All Visible
  3. Choose a bulk action from the action bar
Available Bulk Actions:
ActionDescription
Bulk DeletePermanently removes all selected contacts and their associated data
Bulk TagApplies one or more tags to all selected contacts
Bulk ExportExports only the selected contacts to CSV
Bulk Delete is irreversible. Deleting a contact also permanently removes all conversation history, variables, and interaction data associated with that contact. This action cannot be undone.

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Export

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Export to CSV

Download your contact database for use in external CRM tools, marketing platforms, or data analysis. Exported fields include:
  • Contact ID
  • Name, email, phone
  • Profile photo URL
  • Source channel
  • Source flow name
  • Created date
  • Last activity date
  • All custom variables collected
  • Applied tags
How to export:
  1. Apply any desired filters (date range, channel, flow, tags)
  2. Click Export in the top-right toolbar
  3. Choose Export to CSV
  4. File downloads to your browser automatically
Exports respect your active filters. To export your entire contact database, clear all filters before exporting.
Use Cases for CSV Export:
  • Import into HubSpot, Salesforce, or other CRMs
  • Run email campaigns via Mailchimp, ActiveCampaign, etc.
  • Build reports in Google Sheets or Excel
  • Compliance audits and data retention

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How Contacts Are Created

Understanding when and how contacts are created helps you avoid duplicates and maintain data quality. Contact creation triggers:
  • User sends their first message on any connected channel
  • User completes a ZappFlux form with at least an email or phone
  • Contact is created manually via the Add Contact button
  • Contact is imported via CSV upload
Deduplication logic:
  • ZappWay deduplicates contacts by email and phone number
  • If a user interacts via two different channels with the same email, a single contact is updated rather than two created
  • Manual contacts are not deduplicated automatically — check before importing
Data update behavior:
  • Each new interaction can overwrite variable values if the flow recollects the same fields
  • To preserve historical variable values, use uniquely named variables (e.g., last_purchase_date vs. purchase_date)

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Troubleshooting

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Issue: Contacts Not Appearing

Symptoms:
  • Contacts list is empty despite active conversations
  • Specific contacts seem to be missing
Solutions:
  1. Check active filters — a date or channel filter may be hiding results
  2. Verify the flow has a valid Input block that captures user data (contacts require at least one data point)
  3. Confirm the channel is properly connected in Settings → Channels
  4. Refresh the page and retry
  5. Check if the contact was deleted — deleted contacts cannot be recovered

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Issue: Custom Variables Are Missing

Symptoms:
  • Contact profile shows no variables
  • Expected fields are blank
Solutions:
  1. Verify the flow uses a Set Variable block after the relevant input block
  2. Check that the variable name in the block matches what you expect to see
  3. Confirm the user completed that step of the flow (check conversation history)
  4. Variables only appear if that branch of the flow was executed

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Issue: Duplicate Contacts

Symptoms:
  • Same user appears multiple times in the list
  • Conversation history is split across multiple profiles
Solutions:
  1. Check if the duplicates have different emails or phone numbers — deduplication relies on these fields
  2. If duplicates exist, merge them manually by exporting, consolidating, and re-importing (native merge is not yet available)
  3. Ensure your flows always capture a consistent identifier (email or phone) to enable deduplication

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Best Practices

1. Always Capture a Unique Identifier Design your flows to collect at minimum an email address or phone number. Without a unique identifier, ZappWay cannot deduplicate contacts, leading to fragmented profiles. 2. Use Consistent Variable Names Standardize variable naming across all flows (e.g., always use user_email instead of mixing email, Email, and user_email). Inconsistent names create separate variable fields on the same contact. 3. Tag Strategically Use tags to segment contacts by campaign, intent, product interest, or lifecycle stage. Tags power filtering and can be used in bulk actions to target specific segments. 4. Export Regularly The Contacts section does not guarantee permanent retention beyond your plan limits. Schedule regular exports to maintain your own backup of contact data. 5. Review Variable Quality Periodically open a sample of contacts and check that variables contain clean, expected values. If users are entering junk data, add validation to your input blocks in ZappFlux.
Pro Tip: Use the Source Flow filter to see which flows are generating the most contacts. High-volume flows are worth optimizing — small improvements in data capture quality have a compounding effect across your entire database.

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Support

Need help with Contact Management? Contact ZappWay Support:
  • Email: support@zappway.ai
  • Include: Screenshots, contact IDs, and a description of the issue
Provide These Details When Reporting Issues:
  • Active filters at the time of the issue
  • Channel and flow the contact came from
  • Whether the issue affects one contact or many
  • Your user role (Admin, Operator, Viewer)
Last Updated: March 2026 Platform: ZappWay Dashboard — Contact Management