Contacts and pipeline

Contacts

Every person who writes to you becomes a contact with their channels, phone, email, segments, tags, assigned teammate and full history. Contacts from different channels are merged automatically when a phone number matches, and can be merged or split manually (undo within 7 days).

Import contacts from CSV for broadcasts; imported contacts are kept separate from chatted contacts until they write.

Pipeline

Contacts move through stages (New, Engaged, Qualified, Support, Proposal, Won, Lost). The AI's classifier moves them based on intent; you can drag them on the pipeline board. Qualification instructions in AI settings tell the classifier what counts as a lead for your business.

Segments

hot lead, warm lead, price shopper, support seeker, frustrated, loyal, spam — set by the AI after each reply and shown as badges in the Inbox. Lead labels are only given for interest in what you actually sell.