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Manage contacts

This article covers the day-to-day operations you carry out on your contact base in Reepli: adding, viewing, editing, labeling, and deleting. Everything happens in the Contacts section of the dashboard.

Contact list view
Contact list view

Available views​

Three ways to look at your base:

ViewWhen to use it
ListThe default view. Sortable, filterable, exportable. Ideal for deep work or a precise search.
KanbanOne column per pipeline stage (New, Qualified, Quote sent, Followed up, Won, Lost). Ideal for managing sales day to day.
Contact recordThe full detail of a single contact — history, notes, labels, conversation.

Switch between List and Kanban via the selector in the top right of the Contacts page.

Add a contact​

Automatic creation on the first message​

In most cases, you have nothing to do: as soon as an unknown number writes to you on WhatsApp, Reepli creates the record and starts the conversation. The record is then initialized with:

  • The phone number, taken from the message received.
  • The name, taken from the WhatsApp profile if the contact set one up on their phone, otherwise left blank.
  • The stage set to New.
  • The lead score at 0.

You can then fill in the other fields as the conversation goes on.

Manual creation​

If you want to create a record before a contact has written to you (for example, to prepare an outbound send):

  1. Click New contact in the top right of the Contacts page.
  2. Enter the number in international format (+33612345678).
  3. Optionally fill in name, email, labels.
  4. Confirm.
International format required

The number must be in international format with + and country code. Reepli rejects local numbers without a prefix.

Bulk add​

To import a list, use CSV or vCard import.

View a record​

Open the record​

Click the contact's row in the list, or their card in the Kanban. The record opens.

Record structure​

SectionContent
HeaderName, number, contact stage, score, labels
ConversationThe full WhatsApp thread, ordered chronologically
AI summaryThe AI-generated customer summary, regenerated periodically
NotesInternal notes added by your team
HistoryAll stage transitions, manual changes, activities

Conversation panel​

When you open a conversation from the Inbox, the right side panel shows a condensed summary of the same record: name, stage, score, labels, latest note. Handy for replying quickly without switching tabs.

Edit a contact​

Individual edit​

  1. Open the record.
  2. Click the field to edit.
  3. Enter the new value. The change is saved automatically.

Editable fields:

  • Name
  • Email
  • Contact stage (via dropdown or drag-and-drop in the Kanban)
  • Labels (add/remove)
  • Internal notes

Fields that cannot be edited manually:

  • The phone number (unique identifier).
  • The lead score and the customer summary (calculated by the AI).
  • The date of the last customer message and the follow-up counter (updated automatically).

Bulk edit​

From the filtered list:

  1. Check several contacts (or check the "Select all" box).
  2. Click Bulk actions in the bar that appears.
  3. Choose the action: add a label, remove a label, change the stage, delete.
  4. Confirm.

Labels​

Labels are your free-form classification tools. They are described in detail in Contact record fields.

Add a label​

On the record, in the Labels section, type the name (existing or new) and confirm.

Remove a label​

Click the cross next to the label on the record.

Filter by label​

In the list, open Filters and select one or more labels. See Filters and targeting for the details.

Internal notes​

Notes let you share context with yourself or your team — without sending anything to the contact.

  1. Open the record, Notes tab.
  2. Click Add a note.
  3. Write it and save.

Each note shows the author and date. Notes stay attached to the record as long as it exists.

Delete a contact​

Individual deletion​

  1. Open the record.
  2. Click the ⋯ menu in the top right.
  3. Select Delete contact.
  4. Confirm.

Bulk deletion​

From the list: check the contacts → Bulk actions → Delete → confirm.

Permanent deletion

Deletion is irreversible. The record, its notes, and its customer summary are erased. The message history remains viewable but becomes orphaned (with no associated contact). If the contact writes to you again afterward, a new record is created.

Alternative: move to Lost​

Rather than deleting, switch the stage to Lost. The record stays viewable, the history is preserved, and you can always find the contact again in the Lost column of the Kanban if they come back.

The search bar at the top of the list searches simultaneously across:

  • The name
  • The phone number
  • The email

It is case- and accent-insensitive ("Marie" finds "Mârié").

Sorting and columns​

Sorting​

Click a column header to sort the list. Available sorts:

  • Name (A → Z or Z → A)
  • Creation date (recent → old or vice versa)
  • Last activity
  • Score

Displayed columns​

By default, Reepli shows: name, contact stage, score, last activity, labels. This selection is fixed — there is no user customization of columns for now.

Best practices​

  1. Work in Kanban for the pipeline, in List for searching — each view is optimized for a different use case. Avoid scrolling through a list of 5,000 contacts to track the pipeline; use the Kanban.
  2. Note the important things — the AI summary is useful but condensed. Specific commitments ("asked for a callback on Thursday"), sensitive info, and contractual details should go into a note.
  3. Avoid hasty deletions — a Lost contact can become New again six months later. Permanent deletion makes you lose all of the history.
  4. Update the stage right away — when a customer confirms an order, move the record to Won immediately. That's what feeds your statistics and your Kanban.
Need help?

For any question about managing contacts, contact support via the chat at the bottom right of the app or by email at [email protected].