Visitors

Contacts (formerly Visitors)

Manage customer contact details in Customers > Contacts. The existing Visitors links and record IDs continue to open the authorized equivalent in Customers. Connected channels retain their existing visitor identities and conversation history; anonymous visits remain distinguishable from identified contacts.

What Is a Visitor?

Watch contact lookup, tagging, source information, marketing permission, and saved-record checks.

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 Contacts

1. Open your Workspace
2. Go to Customers in the sidebar
3. Click Contacts

Saved Visitors directory links keep supported search, filter, sort and view state. Saved create and edit links retain the selected form tab, and saved profile/edit links retain the original record reference. Your current company, staff permissions and plan access still apply. A link does not grant permission to another company's contact or enable a paused CRM operation.

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 — Legacy targeting flag used alongside current channel/purpose consent and suppression checks
• 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 participates in broadcast eligibility. It does not replace current channel/purpose consent, explicit unsubscribe choices or suppression checks.

When this field is enabled:

• The visitor may be eligible for broadcasts sent to All subscribed visitors
• The visitor may be eligible for broadcasts through Audiences they belong to
• The visitor may be eligible for 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 the reviewed customer preference flow to record opt-out requests. Keep internal/test contacts out of marketing campaigns without treating their presence in an audience as consent.

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

The manual visitor form defaults this field on. Set it to reflect actual permission to send marketing. Widget campaigns additionally require explicit consent for that specific widget; creating or editing a contact does not grant that consent.

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 can affect linked records and your ability to navigate their history. Review the related data and your retention requirements first; do not rely on this action as a complete conversation-erasure process.

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

The visitor record stores its source. This field is separate from the custom tags your team adds.

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

CRM relationship workspace

The shared directory now leads to Customer profiles, linked opportunities, follow-ups and authorized Helpdesk/conversation previews. See CRM for the full guide. CRM identification, migration and qualification do not grant marketing permission; use the reviewed customer preference flow.