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Frequently Asked Questions

General​

What fields are required when creating a contact?​

It depends on the channel:

  • WhatsApp: Name and Phone Number (with Country Code) are required
  • Messenger / Instagram: Only Name is required — the phone number is optional since these contacts are identified by their platform user ID

All other fields (email, address, company, etc.) are optional for all channels.

What does "Opt-Out" mean?​

When a contact is marked as opted out, they will not receive any messages sent through the portal — including broadcasts and template messages. This applies to whatever channel the contact is on. You can toggle this setting when editing a contact.

What's the difference between Active and Inactive?​

  • Active contacts are available for messaging and appear in recipient lists
  • Inactive contacts are still in your system but are excluded from broadcasts and messaging workflows

Multi-Channel​

Why does the same person appear as multiple contacts?​

EzPulze manages contacts per channel. A customer on WhatsApp and the same customer on Facebook Messenger are stored as two separate contacts. This is because different channels use different identifiers — phone numbers for WhatsApp, page-scoped IDs for Messenger/Instagram.

How do I filter contacts by channel?​

Expand the filter section and use the Channel filter to select WhatsApp, Messenger, or Instagram. You can also use the Page filter (visible when Messenger or Instagram is selected) to narrow down to a specific Facebook Page or Instagram account.

What is "Sync Profile"?​

The Sync Profile action is available for Messenger and Instagram contacts only. It fetches the latest profile data (username, profile picture, follower count) from the platform. Use this if a contact's info seems outdated. You'll find it in the contact's action menu.

How are Messenger/Instagram contacts created?​

Messenger and Instagram contacts are created automatically when a customer sends you a message through those channels. You cannot manually create Messenger/Instagram contacts or import them via CSV — they must initiate the conversation first.

Groups​

Can a contact belong to multiple groups?​

Yes! A contact can be a member of any number of Groups. You'll see their group memberships as badges in the Groups column (first 2 shown, with a +N indicator for additional groups).

How do I add a contact to a group?​

You manage group memberships from the Groups page, where you can add or remove contacts using the contact selector.

Importing​

What format does the CSV file need to be?​

The file must be a .csv file with three columns: name, mobile, and groupName. Download the Sample CSV from the import drawer to see the exact format.

Can I import Messenger or Instagram contacts via CSV?​

No. CSV import only creates WhatsApp contacts (identified by phone number). Messenger and Instagram contacts are created automatically when customers message you through those channels.

What happens to invalid rows during import?​

Invalid rows are skipped. Only valid contacts are imported. You can see which rows are invalid and why in the preview table before importing.

Will importing create duplicate contacts?​

No. If a phone number already exists in your contact list, the existing contact is matched and no duplicate is created.

Search & Filters​

What can I search by?​

You can search contacts by name using the search bar at the top of the table.

How do cascading filters work?​

The City filter depends on State. You must select a state first, and then the city dropdown will show only cities within that state.

How do I clear my filters?​

Click the Reset button in the filter section to clear all applied filters and show all contacts. Individual filters like Channel, State, and City also have clear buttons to remove them one at a time.

Custom Fields​

I see extra fields at the bottom of the contact form. What are they?​

These are Custom Fields that your organization has configured. They extend the standard contact information with fields specific to your business needs — for example, "Membership Tier" or "Preferred Language". Learn more in Custom Fields.

Bulk Actions​

How do I select multiple contacts?​

Use the checkboxes in the first column of the table. You can also use the checkbox in the header row to select all contacts on the current page.

What bulk actions are available?​

ActionDescription
Delete ContactPermanently removes all selected contacts (requires delete permission)
Change StatusOpens a dialog to choose a new status, then updates all selected contacts (requires update permission)

Table Display​

Can I show or hide columns?​

Yes. Click the Show/Hide Columns button (view_column icon) at the top right of the table. All columns except Checkbox and Actions can be toggled. By default, Email, Company Name, Follower Count, and Profile Image are hidden — turn them on from this menu.

Why do some contacts show a username under their name?​

Contacts from Facebook Messenger and Instagram display their platform @username below their name. WhatsApp contacts don't have usernames since they're identified by phone number.