Contacts

Your account-wide customer database: search and filter contacts, group them into segments, import from CSV, merge duplicates and manage unsubscribes.

Contacts is the customer database behind everything Pluspoint sends. Someone who messages you on a connected channel, answers a survey, subscribes on a microsite, redeems a coupon or arrives through an import or an integration ends up here as a single record. That record holds their contact details, the locations they belong to, the segments you have put them in, and a timeline of everything they have done with your business.

What you can do here

Search the whole account’s contact list by name, phone number, email or external ID, and filter it by location, segment or creation date.
Create contacts one at a time, or import and update many at once from a CSV file.
Read a contact’s activity timeline: messages, surveys, reviews, conversations, coupon redemptions and integration events.
Group contacts into segments and use those segments as the audience for campaigns and automations.
Merge duplicate records into one.
Mark contacts as unsubscribed so they are excluded from campaigns, automations and survey sends.
Bulk edit locations, segments and unsubscribe status, bulk delete, and export a selection to CSV.

Where to find it

Contacts in the left sidebar, or go to https://app.pluspoint.io/contacts.

Contacts is available on every plan, including Freemium and Trial. There is no add-on or integration to enable first.

Who sees what

Contacts is a global module with two permission tiers. There is no “off” setting: every team holds at least the restricted tier, so Contacts is always in the sidebar for everyone.

Tier	What the permission catalogue calls it	What you can do
Restricted	View all contacts in the account	Search, filter, browse the table, open a contact and read the Information and Activity tabs
Full	Create, Edit, Delete, Bulk actions, Import, Export	Everything above, plus Create, Import, Edit, Delete, Merge, the bulk toolbar, segment management and CSV export

Two rules are worth knowing before you plan permissions around Contacts:

Contacts are account-wide. Everyone in the account sees every contact, whatever locations their team is scoped to. Every location picker in Contacts offers the whole account’s location list. Write access comes from the full tier, not from location scope.
Location scope still applies to the activity timeline. A contact’s Activity tab only lists events from the locations your team covers. Two colleagues can open the same contact and see different timelines. Names, contact details, locations and segments are always fully visible.

See Users and permissions and Teams for how tiers are assigned.

Articles in this section

Managing contacts — search and filter the list, create and edit contacts, read the activity timeline, run bulk edits and exports, and set unsubscribe status.
Importing contacts — the exact CSV column headers, how rows are validated and matched to existing contacts, and what an import changes.
Segments — create, rename and delete segments, and use them to target campaigns and automations.
Merging duplicate contacts — combine two records into one and understand which values survive.

Where contacts come from

You rarely have to create contacts by hand. A record appears automatically when any of these happen:

Someone sends you an inbound message on any connected channel — see Using the Inbox.
A survey is sent or answered, or a campaign is delivered.
Someone subscribes through a microsite form.
An integration such as CoverManager or VTEX reports an event.
Your own systems create a contact or a custom event through the public API — see the API documentation.
A customer redeems a brand coupon at one of your locations. That also adds the location to their record.