> ## Documentation Index
> Fetch the complete documentation index at: https://docs.deflect.in/llms.txt
> Use this file to discover all available pages before exploring further.

# Contacts

> Manage people who email, chat, or message you — merge duplicates and export

The **Contacts** hub brings together everyone who reaches you across **web chat**, **email**, and **WhatsApp** so your team sees one profile per person whenever Deflect can match their identity.

<Frame caption="Contacts list — search, filters, and action buttons at the top.">
  <img src="https://mintcdn.com/quensultingai/xnI-ZHCSg6FKh-rL/images/contacts-list.png?fit=max&auto=format&n=xnI-ZHCSg6FKh-rL&q=85&s=feef3f78ae69a3ef6f7674352780d006" alt="Contacts page with searchable table and bulk actions" width="1440" height="900" data-path="images/contacts-list.png" />
</Frame>

## Why contacts matter

| Use case            | How contacts help                                              |
| ------------------- | -------------------------------------------------------------- |
| **Support context** | See past conversations and tickets for the same person         |
| **Campaigns**       | Target the right audience for email or WhatsApp outreach       |
| **Data hygiene**    | Merge duplicates so one person is not split across two records |
| **CRM export**      | Download a CSV for your CRM or reporting tools                 |

When someone messages you on WhatsApp or email, Deflect can **automatically link** the conversation to an existing contact when it recognizes their phone number or email.

## Viewing and searching contacts

1. Open **Contacts** from the sidebar.
2. Use **search** to find someone by name, email, or phone.
3. Click a row to open the **contact profile** — conversation history, custom fields, and merge history.

## Merging duplicates

Sometimes the same customer appears twice — different email typos, or separate web and WhatsApp identities.

<Steps>
  <Step title="Select exactly two contacts">
    On the Contacts list, check the boxes next to **two** records you want to combine.
  </Step>

  <Step title="Click Merge selected">
    Click **Merge selected (2/2)** in the top bar.
  </Step>

  <Step title="Choose which values to keep">
    If name, email, or phone conflict, pick which value becomes the primary record.
  </Step>

  <Step title="Confirm">
    The secondary contact is merged into the primary. Conversation history moves with it.
  </Step>
</Steps>

You can also start a merge from a **contact profile** by choosing another contact to merge in.

### Undo a merge

If you merged the wrong records, open the primary contact's profile and use **Unmerge** on a previously merged contact. You can restore the secondary record with or without carrying over shared history — follow the prompts in the dashboard.

## Bulk delete

Select one or more contacts (or use **select all** across pages), then **Delete selected**. Use this to clean up test data or comply with your retention policy.

<Warning>
  Deleting contacts is permanent. Export a backup first if you are unsure.
</Warning>

## Export to CSV

<Steps>
  <Step title="Click Export">
    On the Contacts page, click **Export**.
  </Step>

  <Step title="Choose columns">
    Include standard fields (name, email, phone) and any **custom contact fields** you want in the file.
  </Step>

  <Step title="Filter by channel (optional)">
    Export everyone, or only contacts with an email address, or only contacts with a phone number (useful before a WhatsApp campaign).
  </Step>

  <Step title="Download">
    Save the CSV and import it into your CRM or spreadsheet.
  </Step>
</Steps>

<Frame caption="Export modal — column picker and channel filter.">
  <img src="https://mintcdn.com/quensultingai/xnI-ZHCSg6FKh-rL/images/contacts-export.png?fit=max&auto=format&n=xnI-ZHCSg6FKh-rL&q=85&s=6d7369a7cff460774b2b5cb032b69027" alt="Contact export dialog with field and filter options" width="1440" height="900" data-path="images/contacts-export.png" />
</Frame>

## Custom contact fields

Beyond built-in **name**, **email**, and **phone**, you can store organization-specific data — plan tier, region, account ID, lead source, and more.

### Create fields

1. Go to **Settings → Contact Fields**.
2. Add a field with a **label** (what humans see) and a stable **key** (used in campaigns and exports).
3. Choose a **type** — text, number, date, dropdown, checkbox, URL, etc.

| Type         | Example use                              |
| ------------ | ---------------------------------------- |
| **Text**     | Account ID, external CRM ID              |
| **Select**   | Plan tier (Free / Pro / Enterprise)      |
| **Date**     | Renewal or onboarding date               |
| **Checkbox** | Marketing consent captured               |
| **URL**      | Link to customer account in your product |

Built-in names like `name`, `email`, and `phone` are reserved — use different keys for custom fields.

### Where field values appear

* On each **contact profile** (editable by your team).
* In **email and WhatsApp campaigns** as personalization tokens (with fallback text if a value is missing).
* In **CSV exports**.

<Tip>
  Define contact fields before your first campaign so personalization tokens are consistent from day one.
</Tip>

## Related guides

* [Email campaigns](/email-campaigns) — send to contact audiences.
* [WhatsApp integration](/whatsapp-integration) — inbound WhatsApp links to contacts by phone.
* [Tickets](/tickets) — tickets show linked contact details when available.