Guide · Contacts
Organize your contacts
Each person shows up once in Contacts, with their cases, their details and where each one came from. Search, filter, save segments, tag, import and export.
“Contacts” holds the people your business serves: clients, patients, students or volunteers. Each person shows up once. When someone answers an Intake Bot, ioZen looks them up by email or phone: if they already exist, the case is added to their profile; if not, they're created.
Contacts belong to your whole workspace. You'll find them in the menu, and at the bottom of each FlowApp's menu too.
1. Search and filter
Type in the search box at the top to find someone. To narrow things down, tap “Filters”. In “Filter contacts” you can filter by:
- “Tags”: tap one to include it, tap it again to exclude it.
- “Contact fields”: the fields you created for your contacts.
- “Contact Info”: the company, and whether they have an email or a phone.
- “Dates”: when they were created and their latest activity.
- “Engagement”: how many submissions and cards they have.
To add someone by hand, tap “New”.
2. Save a segment
With your filters set, tap “Save as segment”, give it a name and tap “Save segment”. A segment keeps itself up to date: whoever matches the filters is in, and whoever stops matching drops out.
Your segments show under “Segments”, next to “All contacts”. If you change a segment's filters, tap “Update segment” to keep them or “Revert” to go back.
3. Open the profile
Tap a contact to open their profile. You see their details, their “Cases”, what's “Related” (records from your tables that belong to them) and their “Activity”, with notes and history. On a phone, each part has its own tab: “Details”, “Cases” and “Activity”.
To change their name, company or notes, tap “Edit” and then “Save changes”.
Where each value came from
Next to each value on the profile you see where it came from and when. Tap it for the details and, if it arrived with a case, “View case”. These are the origins:
- “Verified by WhatsApp”: the person wrote from that number.
- “Verified by code”: the person typed a code we sent to that email.
- “Declared”: the person typed it into an Intake Bot.
- “Edited by hand”: someone on your team changed it.
- “Imported”: it came in through an import.
- “Inferred”: ioZen worked it out from other details, like the country from the phone's dial code.
The origin matters: only proven values are reused when the person comes back. Recognize returning people explains how.
Tags
On the profile, tap “Tag” next to the name. Pick one from the list or type to create a new one.
To tag several people at once, tick their boxes in the list. The bar that shows up has “Add tag”, “Remove tag”, “Export” and “Delete”.
Custom fields
To keep something more about each person, like their city or ID number, create a field. Open the three-dot menu next to the search box and tap “Contact settings”. Under “Custom fields”, tap “Field”, write the “Field name”, pick the “Field type” and tap “Create field”. “Group” sorts your fields into groups.
The “Tags” tab in that same panel is where you create and tidy up your tags.
Import contacts
In the three-dot menu, tap “Import”. Upload a CSV or Excel (.xlsx) file with one row per person. If you're not sure how to lay it out, tap “Download sample CSV”.
Match each column to a field (“Auto-map” has a go for you). A column can also become a new field or tags.
Then ioZen looks for each row among your contacts, by email first and then by phone, and tells you how many already exist. You choose what happens to them: leave them as they are and import only the new ones, update them with the file's details (their tags are kept), or fill in only the details they're missing. At the end you see how many were “Created”, “Updated” and “Skipped”.
How many contacts you can have depends on your plan: see Pricing.
Export contacts
In the three-dot menu, tap “Export”. Pick Excel or CSV and the columns you want. You export the contacts you're looking at: the open segment, with its filters. To export only some, tick them and tap “Export” in the bar.
What each team member sees
If you turn on “Members only see their cases” in “Settings” › “Team”, each member sees in “Contacts” only the people from the cases assigned to them, or from conversations assigned to them. Owners and admins still see everyone. More on roles in Invite your team.
Frequently asked questions
- Does each FlowApp have its own contacts?
- No. Contacts belong to your whole workspace. Inside a FlowApp, “Contacts” shows you the same people.
- Can I merge two duplicate contacts?
- There's no option to merge them. To keep duplicates from happening, check the “Match Strategy” on each Intake Bot, and when you import, choose what to do with the people who already exist.
- How many contacts can I have?
- It depends on your plan. The pricing page has the numbers, and when you import, ioZen tells you how many you have left.
- What gets deleted when I delete a contact?
- The contact, their notes and their activity history. It can't be undone.