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

# Contacts

> Unique users who have provided their contact information during a chat.A contact is said to be created during a chat when the visitor provides their email/phone.

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.

[YouTube video player](https://www.youtube.com/embed/syszmRMMQzc)

# Creating contacts

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

> [!NOTE]
>
> * To create a contact, EMAIL/PHONE is mandatory
> * Every contact is unique, so returning contacts are matched to existing records

| Method | When it happens | What gets captured |
| - | - | - |
| **Chat interaction** | A person interacts with your bot for the first time | Available identifying information and data collected during the conversation |
| **Manual creation** | You add a contact directly from the Contacts section | The contact details and attributes you enter |
| **Public API** | An external application sends contact information to WotNot through the API | The fields and attributes included in the API request |

### 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.**

![Download (3)](https://mintcdn.com/wotnot/KsQ-zr0VbihC7Wze/images/download-\(3\).png?fit=max\&auto=format\&n=KsQ-zr0VbihC7Wze\&q=85\&s=5fe4457178db107498bcb91c63ed9d3e)

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.

### **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.

![Image (1) 1](https://mintcdn.com/wotnot/KsQ-zr0VbihC7Wze/images/image-\(1\)-1.png?fit=max\&auto=format\&n=KsQ-zr0VbihC7Wze\&q=85\&s=7685e26260fe3b4a2240aadc18b70025)

### 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.

![Screenshot 2026 08 13 185301](https://mintcdn.com/wotnot/U-7FfmJOCeYvTynD/images/Screenshot-2026-08-13-185301.png?fit=max\&auto=format\&n=U-7FfmJOCeYvTynD\&q=85\&s=e990abbb81faa2da7d3a3b5372a0a74e)

\
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

![Image](https://mintcdn.com/wotnot/9dFb9jDqAX6_tYFX/images/image-285.png?fit=max\&auto=format\&n=9dFb9jDqAX6_tYFX\&q=85\&s=02032ba2ed4542730dc4d37d2dec0b22)

### 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.

# 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.

### 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.

![Image](https://mintcdn.com/wotnot/zc_a16P1uDjl42Rz/images/image-184.png?fit=max\&auto=format\&n=zc_a16P1uDjl42Rz\&q=85\&s=7e0d3e78109124274fa4b44afcbdb2ce)

### 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**

![Image](https://mintcdn.com/wotnot/zc_a16P1uDjl42Rz/images/image-183.png?fit=max\&auto=format\&n=zc_a16P1uDjl42Rz\&q=85\&s=f418718747bc17def5919db67734b618)

5. Select your list
6. Click on **Add**

![Image](https://mintcdn.com/wotnot/9dFb9jDqAX6_tYFX/images/image-292.png?fit=max\&auto=format\&n=9dFb9jDqAX6_tYFX\&q=85\&s=b6ca6258484b361f7df581b4617224a4)

### 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**

![Image](https://mintcdn.com/wotnot/zc_a16P1uDjl42Rz/images/image-181.png?fit=max\&auto=format\&n=zc_a16P1uDjl42Rz\&q=85\&s=6bd4f36b513f4713b4be364b2c46a247)

### 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

![Image](https://mintcdn.com/wotnot/9dFb9jDqAX6_tYFX/images/image-297.png?fit=max\&auto=format\&n=9dFb9jDqAX6_tYFX\&q=85\&s=c63759b8690c9a3ce9deac7236144125)

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

![Image](https://mintcdn.com/wotnot/9dFb9jDqAX6_tYFX/images/image-294.png?fit=max\&auto=format\&n=9dFb9jDqAX6_tYFX\&q=85\&s=020512db39a3290bc615b9a208dabbf1)

> [!NOTE]
>
> A contact can belong to multiple lists. Removing a contact from one list does not remove them from other lists.

> [card] [Using a list for an outbound campaign](https://app.mintlify.com/wotnot/wotnot/~/533b2c41-2bdb-4a99-92df-e128189d781f)
>
> Once your audience is ready, you can select the contact list when creating an outbound campaign.

# 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'.

> [!WARNING]
>
> In case you do not find the email in the 'Inbox', you can also look for the same in 'Spam' folder

> [tab] One-time export
>
> Use a one-time export when you need a snapshot of your contacts at a specific point in time.
>
> 1. Open **Contacts** from Dashboard
> 2. Select the contact(s) you want to export
> 3. Go to the menu bar (Three dots) and click on **Export data**
>
> ![Image](https://mintcdn.com/wotnot/9dFb9jDqAX6_tYFX/images/image-295.png?fit=max\&auto=format\&n=9dFb9jDqAX6_tYFX\&q=85\&s=76b7ebf04606af6b751a2c2db33deafb)
>
> You will receive an email with a link to download the Contacts.
>
> The exported file contains the contact information and supported attributes available for the selected contacts.
>
> ![Download (19)](https://mintcdn.com/wotnot/U-7FfmJOCeYvTynD/images/download-\(19\).png?fit=max\&auto=format\&n=U-7FfmJOCeYvTynD\&q=85\&s=ce0eff06c736d7467df8b055c850ae26)

> [tab] Scheduled recurring export
>
> Use a scheduled export when you regularly need an updated contact report.
>
> 1. Go to **Contacts**
> 2. Select the Columns in checkbox that you want it to be part of the report
> 3. Click on **Menu Gear** at the top right corner
> 4. Select **Schedule Report** option
>
> ![Download (20)](https://mintcdn.com/wotnot/U-7FfmJOCeYvTynD/images/download-\(20\).png?fit=max\&auto=format\&n=U-7FfmJOCeYvTynD\&q=85\&s=77e9c88263757e4303e9f312e27de8e2)
>
> * Customize the report with the available options, e.g., report with unique contacts, frequency of the report, time to receive the report, stakeholders whom the report needs to be shared with, etc.
> * Click on '**Schedule**' to schedule the report
>
> ![Image](https://mintcdn.com/wotnot/9dFb9jDqAX6_tYFX/images/image-296.png?fit=max\&auto=format\&n=9dFb9jDqAX6_tYFX\&q=85\&s=2a14b75c3315a7e03654991908c9c30a)
>
> > [card] Tip
> >
> > Use a scheduled export when your team regularly analyzes contact data instead of manually exporting the same information each time
>
> ### **Modifying schedule**
>
> To modify or cancel the schedule, you can follow the following steps :
>
> * Go to 'Contacts' and select the context menu ' 3 dots' icon.
> * Select the 'Schedule Report' option
> * Click on 'Modify schedule' or 'Cancel schedule' post making changes in the selection as per your preference
>
> ![Image](https://mintcdn.com/wotnot/KsQ-zr0VbihC7Wze/images/image-150.png?fit=max\&auto=format\&n=KsQ-zr0VbihC7Wze\&q=85\&s=45ec5f68023dc996d1f38e7201202a24)

# Blocking Contacts

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

### **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

> [!CAUTION]
>
> Once blocked, the contact **WILL NOT** be able to start a new chat, receive outbound messages.

![Image](https://mintcdn.com/wotnot/yfu4zw3BPZijj1gu/images/image.avif?fit=max\&auto=format\&n=yfu4zw3BPZijj1gu\&q=85\&s=e63fdced7eab4066a212bbcbc4ae5e78)

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

![Image (9)](https://mintcdn.com/wotnot/KsQ-zr0VbihC7Wze/images/image-\(9\).png?fit=max\&auto=format\&n=KsQ-zr0VbihC7Wze\&q=85\&s=17c0be8bcb6c33c27db0653aa74ba947)

### **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'

![Image (1)](https://mintcdn.com/wotnot/KsQ-zr0VbihC7Wze/images/image-\(1\).avif?fit=max\&auto=format\&n=KsQ-zr0VbihC7Wze\&q=85\&s=90146ed42bea1dc207bdcf733e19037e)

# Deleting Contacts

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

> [!CAUTION]
>
> Deleting a contact will delete its related conversations, variables and values.

* Multi-select and delete in bulk

![Image (7)](https://mintcdn.com/wotnot/KsQ-zr0VbihC7Wze/images/image-\(7\).png?fit=max\&auto=format\&n=KsQ-zr0VbihC7Wze\&q=85\&s=bb190bda9e8c3295904cc686b2c01705)

* Or, open a individual contact and delete it.

![Image (4) 1](https://mintcdn.com/wotnot/KsQ-zr0VbihC7Wze/images/image-\(4\)-1.png?fit=max\&auto=format\&n=KsQ-zr0VbihC7Wze\&q=85\&s=2e05db30df39de37a227a25f2df3aa04)

> [!CAUTION]
>
> Once you delete the contact, the action cannot be undone.

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.

![Image](https://mintcdn.com/wotnot/pHom7M9wcFuFV7uH/images/image-380.png?fit=max\&auto=format\&n=pHom7M9wcFuFV7uH\&q=85\&s=1f104fd8fa95c929c22d5c90b1ea13f8)

# Opt-out status

> [!NOTE]
>
> Available only for the **SMS channel**

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

![Image](https://mintcdn.com/wotnot/YfQKl2QOkXpO0Wk_/images/image-158.png?fit=max\&auto=format\&n=YfQKl2QOkXpO0Wk_\&q=85\&s=2b3355eb72f18ef20082c75e94bdf41c)

**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.

![Screenshot 2026 08 14 150526](https://mintcdn.com/wotnot/U-7FfmJOCeYvTynD/images/Screenshot-2026-08-14-150526.png?fit=max\&auto=format\&n=U-7FfmJOCeYvTynD\&q=85\&s=67617dfce5086e8d3598702170ee50aa)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.