Visitors: Your Contact Pipeline

The Visitors section is your centralized contact management hub. Every person who interacts with your business — through Instagram DMs, WhatsApp, chat widgets, Facebook Messenger, or Telegram — gets recorded here as a visitor profile. It's the foundation for understanding your audience and running effective marketing campaigns.

What Is a Visitor?

A visitor is any contact that has been created or captured through your connected channels. Unlike raw messages, a visitor profile gives you a persistent record of who the person is, where they came from, and how they've been tagged — making it easy to manage relationships at scale.

Accessing Visitors

1. Open your Workspace
2. Go to Marketing in the sidebar
3. Click Visitors

Visitor Profile Fields

Each visitor record contains:

Basic Information

• Name — The contact's display name
• Email — Their email address (optional)
• Phone Number — Their phone number (optional)
• Subscribed to marketing — Controls whether this visitor can receive broadcast campaigns through all-subscribed or Audience targeting
• Source — The channel this visitor came from:

Tags

Visitors can be tagged with custom labels to categorize and segment them. Tags are color-coded and appear as badges on the visitor record.

Marketing Subscription

The Subscribed to marketing field controls whether a visitor is eligible for broadcast campaigns.

When this field is enabled:

• The visitor can receive broadcasts sent to All subscribed visitors
• The visitor can receive broadcasts through Audiences they belong to
• The visitor can receive broadcasts through Custom Audiences they belong to

When this field is disabled:

• The visitor is excluded from normal broadcast targeting
• The visitor remains visible in Visitors, Audiences, and conversation history
• The visitor can still be contacted manually through normal support workflows where appropriate

Use this field to honor opt-out requests or to keep internal/test contacts out of marketing campaigns.

Adding and Editing Visitors

Creating a Visitor Manually

1. Click Create at the top of the Visitors page
2. Fill in the basic information (name and source are required)
3. Add any relevant tags
4. Click Save

New visitors are subscribed by default unless you turn off Subscribed to marketing.

Tagging a Visitor

Tags help you organize visitors into segments. When creating or editing a visitor:

1. Scroll to the Tags section
2. Type a tag name and press Enter to create it, or select from existing tags
3. You can create new tags on the fly — just enter a name, choose a color, and add a description

Managing Audience Membership

The Segmentation tab lets you assign Custom and Automated Audiences and preview live Smart Audience matches from one place.

Filtering and Searching

The visitor table is highly filterable:

• Search by name, email, or phone — Use the search bar to find specific visitors
• Filter by source — Show only visitors from a specific channel (e.g., only Instagram or WhatsApp)
• Filter by tag — Narrow down to visitors who have (or don't have) specific tags

You can combine filters for precise targeting — for example, "Instagram visitors with the 'hot-lead' tag."

Broadcast Eligibility

For a visitor to receive a WhatsApp broadcast through audience-based targeting, they need:

• A valid phone number
• Subscribed to marketing enabled
• Membership in or a rule match for the selected Audience, unless the broadcast targets all subscribed visitors

Manual phone number broadcasts do not require a visitor profile, but they still require a funded WhatsApp Wallet and a valid sending WhatsApp Business account.

Deleting Visitors

You can delete individual visitors or bulk-delete multiple records. Deleting a visitor removes their profile but does not affect conversation history stored elsewhere.

Note: Deleted visitors cannot be recovered. Make sure you have the right records selected before confirming a deletion.

How Visitors Are Created

Visitors are typically created automatically when:

• A new contact starts a conversation on a connected channel
• A form submission captures their information
• You manually create a visitor record

Each new visitor is tagged with their source automatically, so you can always trace where they came from.

Best Practices

• Keep profiles up to date — Add email and phone numbers when you get them so you can reach out through multiple channels
• Use tags strategically — Create a consistent tagging system so you can build useful Smart Audiences
• Tag at key moments — Add tags during conversations to capture intent (e.g., "interested-in-product-x", "requested-demo")
• Respect subscription status — Turn off marketing subscription when a contact opts out of campaigns
• Check phone numbers before broadcasts — Visitors without phone numbers cannot receive WhatsApp broadcasts

Related

• Audiences — Organize visitors with Smart, Automated, and Custom types
• Scheduled Messages — Reach out to visitor segments with campaigns
• Broadcasts — Send WhatsApp campaigns to subscribed visitors
• WhatsApp Templates — Send structured messages to visitors

Keywords

visitor management, contact management, lead tracking, audience segmentation, visitor source, contact tags, marketing contacts, visitor pipeline, lead management