Manage contacts

Use Contacts to keep a clean customer record before you build an audience or start a conversation. Phone numbers are stored in international format and identify a contact within the workspace.

Add one contactCopy Anchor Link

1. Open Contacts and select New contact.
2. Pick the country and enter the WhatsApp number. The country code is required.
3. Add the first name, last name, and email when available.
4. Optionally add the contact to one or more existing static segments. Dynamic segment membership comes from its rule.
5. Select Create contact.

If that phone number already belongs to a workspace contact, open the existing record instead of creating a duplicate.

Find and update a contactCopy Anchor Link

Search and filters help narrow the list. Open a contact to review their profile, labels, segment membership, conversation activity, and messaging eligibility. Keep names and email addresses accurate because message variables and team context may depend on them.

Labels are useful for internal classification. Static segments are reusable lists you manage directly. Dynamic segments evaluate saved rules from contact, label, activity, or campaign data. Adding a label affects a dynamic segment only when that segment's rule explicitly uses the label.

Edit custom attributesCopy Anchor Link

Workspace administrators define reusable text, number, yes-or-no, and date fields in Settings > Contact fields. Creating a field does not add an empty value to every contact. Open a contact's custom-attribute editor and choose an available field to enter its value. Switch to JSON for existing structured values or advanced edits; both views share one draft and reject invalid changes before saving. New keys use lowercase words separated by single hyphens: taxSlab becomes tax-slab. Existing keys and values stay unchanged until you edit them.

The workspace starts with 30 active field definitions and 30 values per contact. Only Waaru administrators can change either limit for a workspace. Existing records above the per-contact limit remain readable and can be edited or reduced without discarding other values. Custom attributes also appear in the Inbox's separate Custom attributes panel and can be used in dynamic segment and contact filters.

The WhatsApp profile name is read-only. It appears after Waaru receives a matching profile name with an incoming message; it is separate from names your team edits.

Manage contact tagsCopy Anchor Link

Create, rename, recolor and delete persistent customer tags in Settings > Contact tags. On a contact, select Add tag to choose an existing tag. Removing it from one contact keeps it in the workspace catalogue. Deleting it in Settings removes its assignments across the workspace.

Review the assignment count before deleting a tag. Tags used by active or broadcast-pinned Dynamic Segments cannot be deleted until those dependencies are resolved. Tags do not grant marketing consent.

Conversation tags in Inbox settings belong to individual conversations. They are separate from persistent contact tags.

Read the eligibility statusCopy Anchor Link

The contact record can show one of three aggregate states:

• Eligible means every connected number in your access scope can currently send the evaluated message class.
• Partly restricted means at least one connected number remains eligible.
• Restricted means consent, provider restrictions, or sender availability blocks the evaluated send.

Restrictions can apply to the whole workspace contact, one WhatsApp Business Account, or one sending number. Do not assume that a problem on one number blocks another number unless the contact status says so.

Review activity and consentCopy Anchor Link

Select Save changes after editing. Conversation activity includes paginated history beyond the current Inbox session. A contact with no conversation history shows No conversation activity yet. An access or loading error remains distinct from an empty history.

Use Opt out or Opt back in only when the consent record supports it. Review restriction scope before changing eligibility.

Delete a contactCopy Anchor Link

Review the contact’s conversation and campaign history, then select Delete and confirm. Deletion removes the contact from active use and can affect audience membership. It does not erase historical messages, campaigns or audit records. Use the data-request process for erasure requests.

To stop marketing, change consent instead of deleting the contact.

Next: Import contacts from CSV, build a static segment, or build a dynamic segment.