Contacts

Bring all of your contacts from all platforms to one intuitive workspace.

Centralizing your database of customers is the first step in building a sustainable book of business. 

Contact Profile

Every contact in Shout has it’s own profile, with details about the individual. Access the contact profile from the Contacts tab on the left-side navigation, and clicking on a contact.

Click More under their name to see the contact info you have for them, including their Shout username, phone numbers, and email address.

Use the contact notes and conversation notes to keep track of important details about your contacts. This can include purchase history, invoice or tracking numbers, or personal details you want to remember.

Here you can see what channel they’re in, tags they’ve been given, or groups they’re a part of. The Topic of their most recent conversation will be shown, as well as upcoming scheduled messages and message series they’re receiving.

From the contact card, you can mute contacts that don’t need your attention. Muted conversations will stay in your inbox, but you won’t receive sound alerts or mobile notifications of incoming messages.

Block contacts that you don’t want to hear from anymore.

Creating Contacts

Adding and creating contacts in Shout is simple. You can add them manually, upload them in bulk, or let a bot do it for you.

How to Add Contacts Manually

Web

You can add contacts manually by selecting the Contacts tab on the left navigation menu, clicking New Contact, and entering in your contact’s information. Alternatively, click the New button at the top of the screen and select Contact.

To add a Shout-to-Shout (S2S) contact, enter their Shout username (case sensitive) into the search field at the top of the New Contact window

Mobile

Tap the blue Plus (+) icon in the bottom right side of the screen, and choose New Contact. You will use this same window to add a Shout-to-Shout (S2S) contact or text contact.

How to Upload Contacts in Bulk: Uploading a CSV

Web only

You can also upload multiple contacts at once using a CSV. To do so, simply click the “Upload CSV” button to import your contacts. Read more instructions on uploading a CSV.

How Bots Create Contacts For You

When a person messages in for the first time using a trigger word, the bot will automatically gather their contact basic info and create a new contact for you. Learn more about creating bots.

Merge Duplicate Contacts

When a contact is created via upload or bot, Shout automatically tries to match that contact to an existing contact if appropriate. However, sometimes you’ll end up with duplicate contacts. To merge two contact records, click the Contacts tab in the left-side navigation. 

On the contact record that you’d like to remain in Shout, click the three-dot navigation and select Merge. In the modal that appears, use the Search Profiles drop-down to type or choose the other contact you’d like to merge with. Clicking the Merge button confirms your selection.

Export Contacts

Web only

From the Contacts tab in the left-side navigation, click the Bulk Actions button, then select Export. Your contact list is neatly compiled in a .CSV format that can be opened in the program of your choice.

Add a Tag to Contacts

Web

From the Contacts tab, simply click on a contact to see their profile. Click Add Tag in the tags section, and either create a new tag or select a tag from your list, then click Save Tags.

You can also add tags from the Inbox by opening a conversation and adding tags in the contact profile on the right side.

Mobile

View a contact profile by tapping the Contacts tab in the navigation. Select a contact, then tap Add Tag.

You can also access a customer profile by tapping the three-dot navigation from a conversation and selecting View Profile.

Add a Contact to a Group

Add a Contact to a Group from their contact profile. Click Add Group, create a new group or select one from your list, then select Save Groups to save to the contact.

From the Groups tab in the left-side navigation, you can click on a single Group, then use the Manage button to add and remove contacts from a group.



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