WotNot stores the contact’s information along with the attributes captured during conversations, so you can view, manage, segment, and reach out to your contacts. WotNot also adds other system-related information, such as the values of the variables collected during the conversation and information about the City, Country, Zip Code, etc.

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Creating contacts

WotNot creates contacts automatically during conversations OR through manual creation OR API invocation.

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Creating a contact manually

You can create a contact directly from the Contacts section when you need to add a person who has not yet interacted with your agent.
Steps

1. Open Contacts from the WotNot dashboard.
2. Select Create Contact from the right side corner.
3. Enter the contact’s required information.
4. Click on Create Contact.

The minimum information required depends on the fields enabled in your account. Typically, a contact should have a phone number or email address so that WotNot can identify the person.

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Viewing contact details

You can click on any contact from the contacts page to view the contact details. This will show you all the field values associated with that contact and the conversations that the contact had with your chatbots in the past.

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How duplicate contacts are handled

WotNot identifies contacts using their phone number or email address. When a returning person interacts with your agent, WotNot checks whether a matching contact already exists. If a matching identifier is found, the interaction is associated with the existing contact rather than creating another contact record. This keeps the contact database organized and allows information from multiple conversations to remain associated with the same person.

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Editing a Contact

You can update an existing contact when their information changes or when you need to add or modify an attribute.

1. Open Contacts from the navbar.
2. Search for the contact you want to update.
3. Open the contact record.
4. Select the field you want to change. i.e. Name, Email, Phone…
5. Update the contact Details.
6. Save your changes

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Standard fields and Custom attributes

Standard fields contain commonly used contact information such as:

• Name
• Phone number
• Email address

Custom attributes allow you to store additional information specific to your business, such as:

• Customer type
• Account ID
• Preferred language
• Subscription plan
• Lead source
• Location
• Customer status

Custom attributes can be created based on the information your business needs to capture. A bot flow can also write information to a contact attribute when a user provides that information during a conversation. This allows data collected by the bot to remain associated with the contact and be reused later.

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Contact List

A contact list is a group of contacts organized for a specific purpose. Lists are particularly important for marketing campaigns, because a list determines the audience that receives a campaign.

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Creating a contact list

1. Click Contacts from the navbar
2. Click ‘All Contacts’
3. Select Create List.
4. Enter a name for the list.
5. Add a description if required.
6. Save the list.

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Adding contacts to a list (Individually)

1. Open the required contact list.
2. Search for the contact you want to add.
3. Select the contact in checkbox
4. Click on add into list

5. Select your list
6. Click on Add

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Adding contacts to the list (Bulk)

1. Open the required contact list.
2. Select contacts you want to add in bulk.
3. Select the checkbox for the contacts.
4. Click on to add to the list
5. Select your list
6. Click on Add

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Removing contacts from a list

Removing a contact from a list does not delete the contact from WotNot. It only removes the contact from that particular audience.

1. Open the contact list.
2. Select the contact(s) you want to remove.
3. Click on remove from list icon

4. select Remove from List from dropdown.
5. Select your list
6. Click on Remove

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Exporting Contacts

With WotNot, you have the ability to export the contacts through the ‘Contacts’ tab and download it in the CSV format. You can either download or export only the unique contacts or all the conversations occurrences of that contact just by turning on or off the switch ‘Show Unique Contacts’.

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Blocking Contacts

For WhatsApp and SMS channels, we’re now letting you block contacts, so that they do not spam your chatbot unnecessarily.

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How to Block a contact

• Open ‘Live chat’
• Find a chat of the contact that you want to block
• On the ‘Contact information’ panel, choose ‘Block

Once, blocked you will see this tag for this contact.

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How to Unblock a contact

• Open ‘Live chat’
• Find a chat of the contact that you want to block
• On the ‘Contact information’ panel, choose ‘Unblock’

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Deleting Contacts

You can delete contacts from the contacts page by visiting the Contacts page.

• Multi-select and delete in bulk

• Or, open a individual contact and delete it.

The contact will be permanently deleted. A confirmation popup will appear, asking the user to confirm the deletion and informing them that all conversations associated with the contact will also be permanently removed.

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Opt-out status

To ensure compliance, you can use opt-out management to allow users to subscribe/unsubscribe on their own using designated keywords. Step 1: Enable opt-out management

1. Go to Settings > Channel > SMS > Configuration
2. Choose the number, and enable the configuration

Step 2: Define the keywords

1. Go to Channels > SMS > Opt-out management
2. Define the keywords for opting in/out.
3. Define the default messages when opting in/out.