Contacts
A contact is a person you can reach out to from Informly, captured from chats, imported from a CSV, added by hand, or synced from a connected data source.
A contact is a person you might want to message later — a customer who used the widget, a lead from a CSV your sales team handed you, or a record synced from a connected data source. Contacts are the audience side of Outreach: campaigns and announcements are sent to contacts, and conversations from the widget can be linked back to contacts so you have one timeline per person.
The list lives at Contacts in the sidebar. On plans that include CRM, this list is shared with the CRM module — the same person shows up in both places, with the same profile.
How contacts get into Informly
Contacts arrive from four sources, and each contact remembers where it came from:
| Source | When it happens |
|---|---|
| Chat conversation | A visitor leaves a name or email in the widget. |
| CSV import | You upload a spreadsheet on the Contacts page. |
| Manual entry | You click New contact and fill the form. |
| Connected source | A data source (e.g. your CRM) syncs records on a schedule. |
The source shows up as a filter on the list, so you can easily see "everyone the widget captured this week" or "everyone we imported from the trade show CSV."
Working with the list
Open Contacts to see every person in your organization. The toolbar across the top has search, source and tag filters, and a bulk-action menu.
Search and filter
Type a name or email in the search box for an instant match. Use the Source filter to narrow by where a contact came from, and the Tag filter to slice by labels your team has applied.
Select rows
Tick individual checkboxes, or use the header checkbox to select every contact on the current filter. The bulk-action bar appears once anything is selected.
Apply a bulk action
Choose one of:
- Tag — add or remove tags across the selection
- Add to campaign — drop everyone into a campaign recipient list
- Export CSV — download the current selection as a CSV
- Delete — remove the contacts (irreversible)
Deleting a contact removes them from every campaign they're subscribed to, but it does not delete the chat conversations they had with your widgets. Those stay in Conversations under the visitor record.
The contact record
Click any row to open the contact's profile. You'll see three sections.
Profile
The core fields:
- Name and email (required)
- Phone (optional)
- Tags — free-form labels you can add and remove inline
- Custom fields — any extra fields your org has defined, like
account_tierorsignup_source
Edits save as you make them; there's no separate save button.
Conversation history
Every chat this contact has had with one of your widgets, newest first. Click an entry to jump straight to that conversation. See Working with a conversation for what the chat detail looks like.
Campaigns
The campaigns this contact is subscribed to, with the status of each delivery (sent, opened, clicked, unsubscribed). Use this when someone asks "did we already email them?" — you'll see at a glance.
Importing from CSV
A CSV is the fastest way to bulk-add contacts.
Your CSV needs a header row. Recognized columns:
name(required)email(required)phonetags— comma-separated within the cell- Any custom-field key you've defined on your org
Unknown columns are skipped, not rejected.
On Contacts, click Import → CSV, pick the file, and confirm the column mapping Informly suggests. The import runs in the background; you'll see a progress badge at the top of the page, and a summary (added / updated / skipped) when it finishes.
Notes
You can leave internal notes on a contact — context for the next teammate who picks the record up. Notes are visible to everyone in your org and never to the contact themselves.