Managing contacts

Updated August 24, 2026

The Contacts page is one table listing every contact in your account. Use it to look someone up before you reply, or to correct and complete a record. It is also where you group people into segments and run edits, exports and deletions over many contacts at once.

Before you start

Viewing, searching and filtering need restricted Contacts access. A user whose teams grant no Contacts access does not see Contacts in the sidebar, and /contacts redirects them to Home.

Create, Import, Edit, Delete, Merge, the bulk toolbar and Export need full Contacts access. Ask an administrator if you do not see those controls — see Users and permissions.

No plan, add-on or integration is required. Contacts works on Freemium and Trial.

The New conversation action also needs Messaging access, and a channel you are allowed to start conversations on. See Channels.

Where to find it

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

The same contact panel also sits in the Inbox beside a conversation: the Information and Activity tabs, and the Edit, Merge, Delete and New conversation actions. Everything in this article applies there too.

Find a contact

Type into the search field.
Narrow the results further with Filters.
Select Apply filters to run them. Cancel closes the panel without running them, but it does not undo your selections. They stay in the form and go live the next time anything reloads the list.

Search matches on the contact’s first name, last name, phone number, email address and external ID. It does not match segment names or location names — use Filters for those.

Filters

Filter	What it does
Locations	Multi-select grouped by brand. Offers every location in the account, not just the ones your team covers
Segment	Multi-select of your segments — see Segments
Timeframe	A date range applied to the contact’s Created on date. The end date is inclusive

Two behaviours of the Locations filter catch people out:

Selecting every location is the same as selecting none. The filter is dropped entirely, so contacts with no location at all stay in the results.
Selecting a subset excludes contacts with no location. Only contacts assigned to one of the locations you picked are returned. To hunt for unassigned contacts, clear the location filter completely and look for -- in the Locations column.

The count on the Filters button is the only sign that filters are running. Check it before you conclude that a contact does not exist.

The table is always sorted newest first and cannot be re-sorted by column.

Create a contact

Select Create.
Fill in the fields you have. Nothing is mandatory, but Create stays disabled until you have entered something valid. A phone number must be a valid international number, and in Segment you can also create a segment on the spot — see Segments.
Select Create.

Note There is no duplicate check when you create a contact by hand. Two records with the same phone number or email can coexist. Search before you create, and use Merging duplicate contacts to clean up afterwards.

External ID is not on this form. It is read-only everywhere in the app and can only be set by a CSV import, by an integration, or through the public API.

Open a contact

Select a row, or the View icon on it, to open the contact drawer.

New conversation appears only if you have Messaging access. It is disabled when you have no channel you are allowed to start a conversation on.

Information tab

A read-only view of the record. The Unsubscribed checkbox here is display-only — change it from the edit form or from a bulk edit.

Activity tab

A newest-first timeline of what the contact has done: contact creation, outbound messages, survey invitations, reminders and responses, Inbox conversation events, reviews, integration and custom events, and coupon redemptions. Most entries open the underlying item.

Two rules decide what you personally see in this timeline:

Module access. Message and conversation entries need Messaging access, survey entries need Surveys access, review entries need Reviews access, and coupon redemptions need Coupons access. Entries you lack access to are hidden. Contact created, integration events and custom events are always shown.
Location scope. Only activity from the locations your team covers is listed. A colleague with wider scope sees more entries on the same contact.

Edit a contact

Select the Edit icon on the row, or open the drawer and select Edit.
Change what you need. Save changes stays disabled until something actually changes.
Select Save changes.

The edit form has the same fields as Create, plus an Unsubscribe checkbox.

Clearing every segment on a contact does remove them all — an empty Segment field is saved as “no segments”, not ignored.

Unsubscribe a contact

Unsubscribed is the single consent flag on a contact, and it gates outbound messaging across the product.

Set it in one of three ways:

Tick Unsubscribe in the edit form and select Save changes.
Tick Unsubscribe in the bulk edit form to apply it to a whole selection.
Let the customer do it themselves through the unsubscribe link in an outbound email. They can also re-subscribe from that same page.

Unsubscribing blocks	Unsubscribing does not block
One-time campaigns — unsubscribed contacts are removed from the audience and skipped at send time	Inbound messages. Customers can still write to you and you still see their conversation
Automations — unsubscribed contacts are never enrolled, and message and survey steps stop if a contact unsubscribes mid-flow	Coupon redemption. An already-issued coupon still works
Survey sends and survey follow-up reminders	Their existing history. Nothing is deleted
Outbound SMS and email from the Inbox
Live chat notifications

Work on many contacts at once

Bulk actions need full Contacts access.

Tick the checkbox on each row you want, or the checkbox in the header to take the whole page.
After taking the whole page, Select all N contacts extends the selection to every contact matching your current search and filters, not just the loaded page.
Choose Edit, Export or Delete from the toolbar that appears above the table.

Bulk edit

With contacts selected, choose Edit.
Set Locations, Segment and the Unsubscribe checkbox as needed. Locations offers every location in the account.
Select Save changes.

Bulk edit understands mixed selections. A location or segment held by some but not all of the selection appears in a distinct “partly assigned” style:

Leave it alone and the mixed state is preserved.
Select it again and it is applied to every contact in the selection.
Remove it and it is removed from every contact in the selection.

The Unsubscribe checkbox behaves the same way: a mixed selection starts indeterminate, and the value is only written if you actually touch the checkbox.

Bulk edit is also the right tool for adding a location to contacts whose details are already correct. A CSV import will not do it, because rows that change nothing are dropped. See Importing contacts.

Bulk delete

With contacts selected, choose Delete.
Confirm at Confirm deletion.

Deletion is permanent. It removes the contact’s activity timeline and its links to conversations. Deleting a single contact from a row, the drawer or the edit form works the same way. A single delete also reduces the recipient count of any campaign that targeted that contact; a bulk delete leaves those campaign counts as they are.

Export contacts to CSV

Export always runs off a selection, so the export button only appears once you have selected something. Select all N contacts exports the whole filtered result set.

Select the contacts you want, then choose Export.
When the file is ready the notification offers Download. Pluspoint also emails you the same download link, so you can close the tab and pick the file up later.

You can only have one contacts export running at a time.

The file has English headers whichever language you use the app in:

Column	Content
`First Name`, `Last Name`	Name fields
`Mobile Number`	Phone number
`Email`	Email address
`Facebook`, `Instagram`	The handles, without the site prefix
`External Id`	External ID, if the contact has one
`Locations`	Comma-separated location names
`Labels`	Comma-separated segment names
`Created On`	Creation date
`Unsubscribed`	`True` or `False`

Note If you plan to edit the export and load it back in, rename the External Id column to External ID first. The import parser only recognises the second spelling, so an unedited round trip drops external IDs.

Troubleshooting

Symptom	Cause	Fix
No Create, Import or Edit controls, and no row checkboxes	Your teams give restricted Contacts access	Ask an administrator for full access — see Users and permissions
Unauthorized access when saving	Same cause, hit at the API level	As above
A contact you expect is missing	A filter is still applied	Check the number on the Filters button and clear the filters
Contacts with no location vanish from the list	A subset of locations is selected in Filters	Clear the Locations filter entirely — selecting every location has the same effect
Searching a segment or location name returns nothing	Search covers name, phone, email and external ID only	Use Filters → Segment or Locations
A colleague sees activity entries you cannot	The Activity tab is limited to the locations your team covers, and to the modules you have access to	Ask for wider location scope or the missing module access — see Teams
Create or Save changes stays greyed out	Nothing has changed yet, or a phone or email value is invalid	Check for Should be in an international format or Please enter a valid email address under the field
A campaign or survey skips a contact	The contact is unsubscribed	Open the contact and check Unsubscribed on the Information tab
New conversation is greyed out	You have no channel you are allowed to start conversations on	See Channels
Two records for the same person	Manual creation does not check for duplicates	See Merging duplicate contacts